Call Control
Give an example of a bridge to discovery
What is "I can definitely assist with your request. In order to do so I need to ask a few questions to ensure we are providing you with the best solution for your home...?"
This must be offered to customers when adding or changing internet speed tiers or mobile data plans.
What is the FCC Broadband Label?
These are the three parts of the ARM method.
What is acknowledge, respond, move forward?
The device that provides the wireless or wifi signal.
What is a WiFi router?
What is services included in a retention offer.
What method can be used to establish and maintain call control?
What is ARM?
This video package is ineligible for spectrum receivers.
What is TV Stream?
This is the first step in the call flow.
What is the greeting?
Customers must have this service to purchase Spectrum mobile for the first time.
What is spectrum internet?
True or false: The assumptive close is at the end of the call flow with the recap.
What is false?
These are the four pillars of our Customer Commitment
What are Reliable connectivity, transparency at every step, exceptional service, always improving?
What allows for reimbursement of early termination fees up to a certain amount?
What is Contract buyout
This is the last tactic when completing a save attempt and allows you to offer the most aggresive price for which the customer is eligible.
What is final save?
Spectrum internet premier reaches this speed for SPP4 (Non-symmetrical)
What is up to 500x20 Mbps?
What is upsell?
Recapping, or reiterating the points previously made to get the customer back on track, is an example of this call control tactic?
What is paraphrasing/check-ins?
This is the monthly cost of services on the account, not including taxes
What is MRR?
What are three of the many common objections we have discussed in class.
Any of the following: Cost/Price, Ask spouse/partner, avoiding change, uses cell phone for everything, status quo, competitor/contract, don't have what they want
List 5 devices on which customers can view the Spectrum TV App.
What are xumo, apple tv, roku, xbox, iOS, Android, Samsung, Smart TV?
Next best offer (NBO)
Call control is vital to achieving your goals in which call center metric(s)?
What is all of them?
This is a requirement to receive a customer solutions offer.
What is the account balance must be current?
This is what you would do if the customer does not agree with the tactic that was offered.
What is manage the objection or hesitation?
Spectrum internet and spectrum mobile provide a better experience by providing a seamless connectivity solution in this product messaging.
What is total connectivity?
These are part of or included with a primary LOB offering that you can use to help build value in the eyes of the customer.
What are value adds?