PF
Infrastructure
Infrastructure
What does NAP stands for?
Network Acess Point
What types of drops do we commonly work with?
Aerial, Conduit, Buried (underground), Complex/transitional.
Mention 3 FIFA Tools?
CSR, Remedy, Netcracker
What date des Telus quick connect update will occur in Edmonton
July 20th
What is the right time to authenticate the customer?
Agents must authenticate the customer at the beginning of the call before making any account changes or divulging any information about an account.
TELUS requires the Account PIN to authenticate the caller's identity
What does FIFA mean?
Fibre inventory Fulfillment and Assurance
What two tools can we use to find an FSA?
Fibre Maps and Outcome / Casa
How do we identify a FIFA account in DT1
Thru the Orange Icon next to the service Registration number
Is the EAR available for pik tv?
No
Is the authorized user empowered to cancel an account
Only the account owner can cancel the account.
What is the name for our TELUS Fibre Optic
Purefibre
If a working clearance path or partial clearance path exists in FMS for the service address, the system will always recommend an RIT (SW, RW, or F) even though there is no clearance path available in Check Service Availability? is it True or False?
True
Is it possible to provide a new offer price discount and a GWP for a new customer?
NO
The new customer can get either the discounted price offer or a GWP but not both.
what can we offer for students who need only a MTM internet plan?
the 2021 student internet plan, which gives them $20 off for 12 months
2. If the account was verified through IVR what should the agent do.
acknowledge customer by saying
thanks for verifying the account trough the IVR
What does FDH stands for?
Fibre Distribution Hub
What does OLT stand for?
What are the benefits of PureFibre?
100% fibre optic network
A direct connection to the home
Download and upload at equally fast speeds
Your home future-proofed
What date does the FFH internet rate increase and decrease was launch?
July 1st, 2021.
Mentioned the 10 non-negotiable standards
Call back Policy
Documentation
Authentication
Call avoidance
Web Browsing
Unwillingness to help
Rude unprofessional
Proactive credits/escalations
CCTS process not followed
Sales integrity
How does the Fibre infrastructure get to a customer’s home?
How many days do we take to install the most common type of drops?
Aerial
Conduit
Buried/Underground
7 days to place drop + 2 buffer days = 9 days total
7 days to place drop + 2 buffer days = 9 days total
Buried (Complex Drop): 14 days to place drop + 2 days buffer = 16 days total.
If the customer would like to change some channels on the current Optik TV plan what option do we need to select?
Change Channels
What date Netflix's premium rate will be increased and how much will be the increment?
October 2021 and will be increased $4
If the customer does not know the account's pin number what you should do?
You should ask for 2 pieces of information registered in the account