CPT
What's the goal for CPT?
Under 600
How often should call back reasons be sent?
EVERY Friday!!
What is the community goal for NPS?
70%
How many bands to max out this month?
95K!!
Prior to any cancellation, what should be done?
Reach out!
Name two things that negatively impact CPT.
Hold
Aftercall
What are the 4 required behaviors for FCR?
Self Help (walk thru)
Refer a Friend
Personal Guarantee
Adjacent issues
What Percentage Does NPS account for in regards to our bonus structure?
40%
Name 2 promotions that require AALs
Samsung/Apple BOGO
How much money does the community lose when a line is canceled?
$137.00
At what times does CPT update?
:09 and :39, every 30 minutes
What system do you find your callbacks?
Crest!
When should the referral for Refer A Friend be submitted?
24 hours PRIOR to the to their friends and family activating their new account.
How much revenue does an AAL generate?
$385
What are 3 potential saves offers for customer moving outside of the country (not permanently)
1. Simple Global (if applicable)
2. Someone in family take over account
3. Seasonal suspension
What % is the goal for calls handled?
62%!
What's included in our NPS key behaviors? (3)
self help
B&B grand finale
personal guarantee
How does UP removal effect NPS?
What's our profitability currently?
$50,349
Under what percentage should we be at for Deacts?
1.60%! B&B