CWC / DDC
What is the sites COLLECTION HOLD percentage?
24%
How much does it cost to add an unlimited tablet line? (no auto pay, existing GSM lines)
$25
What is the goal for behavioral execution?
80%+
When should you follow the CWC flow?
Whenever the account has the red "D"
How many lines does a customer need to have on Magenta Voice with Auto Pay to pay $40/line?
4!
$160/4=$40
Assurance of help includes...?
What (reinstate of issue) and why (understanding importance and empathy of issue)
What is the first CWC behavior when the customer has an existing Payment Arrangement?
Attempt to collect what the customer can pay today.
If a customer has 1 line, how much would there MRC be if they added 2 new lines on T-Mobile Essentials?
$90 w/ Auto Pay, $100 without.
There's a promo right now for brand new customers or customers with 1 line right now! DOC-459881
What is your most sent Self Help?
No Wrong Answer
What team has the highest CWC?
Weekends with Splatt!
What is the min. offer requirement? What is the goal for offers??
50%
80%
What are important probing questions to ask on billing calls?
Answers may be:
How much are you expecting your bill to be?
Where are you looking at your bill?
Did you make any changes recently?
Why were you expecting your bill to go up/down?
True or False
If a customer sets up an FDP, it counts for DDC and CWC
FALSE.
CWC only counts for CASH/CARD/CHECK payments made within 24 hours of speaking to an expert.
Role play an offer with a benefit
Well done!
What was the TEAM level Sentiment Question execution yesterday?
66.67%