METRICS
ARM
SERVICES & Gadgets
Business rules
miscellaneous
100

this metric decreases if the customers issue isn't resolved thoroughly 

FCR

100

"We can go ahead and make that change for you today and you would see the $x.xx saving on your next bill" 

is which part of ARM?

Respond/Response

100

Not so smart? get me to start streaming 

Xumo box 

100

within spectrums Security Suite, Accounts with a Spectrum Internet subscription have access to how many Security Suite licenses. 

10

100

what year did time warner become spectrum 

2016

200

this metric increases when the representative builds report 

Sam

200

 "Can you tell me when you returned the equipment to UPS?" 

is which part of ARM?

Move Forward 

200

small but strong, wireless but direct 

Wifi pod

200

how many days does xumo box have to be on a customer's account for it to become $40 to buy out?

*any number 10 counts away in between will count*

91-180 days


200

The pricing existing customers automatically roll up to immediately after their Acquisition pricing expires, and before the customer rolls up to Persistent pricing is called?

Campaign Roll-Off (CRO)

300

Watch your time! you wouldn't want this to go up.

Average Handle time 

300

I can send you to the cancellation/downgrade department. 

positive frame this statement?

I'm sorry to hear that you want to disconnect your Video service. Let me get you to a specialist that can handle your request.

300

what are the brands of tv that's compatible with the spectrum app

Lg, vizio, Samsung

300

 an Internet-only customer who added Video services within 30 days of new connect Internet could qualify for what type of bundle?

Internet/Video Double Play offer.

300

spectrum president & CEO

Christoper Winfrey

400

these two are most affected when being generous and empathetic

credits & Sam

400

I will transfer you to the Customer Solutions department. They will have better discounts/offers.

positive frame this statement?

We understand your situation and I can help you by transferring you over to a specialist that will further assist with your request.

400

Customers can stop the movie, switch to another channel, or even take a nap. The movie remembers where they left off for later viewing within a 24-hour period using this feature.

on demand (VOD)

400

the sum of unreturned equipment fees for a Digital Receiver, WIFI Router 6E/7, Digital Terminal Adapter and a cable card come to how much $?
 
  

$180

400

what's Keyse favorite color 

*It's a secondary color*



Orange 

500

this measurement needs to be a least 92.9% or you'll be getting a coaching.

Attendance 

500

what is the CoPilot for "Residential Interaction Flow"

Gen2525

500

Spectrum Voice includes unlimited local and long-distance calling to how many places?


DOUBLE JEPORDY if you can name all the places 100pts

8

500
  • cDVR Unlimited (Unlimited recordings) is free with what type of internet bundle?

gig

500

what are the steps of the ladder of accountability 

Ignore or deny 

Blame others 

Excuses 

Wait and see

Acknowledge

own it

Create solutions 

Implement solutions 


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