Systems and Resources
This system is used for activations and account maintenance.
OPUS
List 4 things you can do in OPUS.
Answers may vary
A cx called to remove NextUp off of 5 of their lines, however, they see that they were still charged for this on their most recent bill. You confirm in the account notes that this change should have been made. Calculate the rerate for this cx.
Credit of $30
How much does a cx pay just in service for three smartphones and one tablet on the Business Unlimited Advanced plan? The cx is on AutoPay.
$150
What are three things you can look for on a bill to save customers money?
Groupings, expired rate plans, unnecessary features, are they enrolled in AP/PB (answers may vary)
This group is where you can go for guidance and help when it comes to escalations. They are utilized to decrease transfer rates and help you to achieve your FCR.
CREW
This tool within OPUS will help determining whether or not a credit should be applied to an account.
CDE
Cx called in and requested the IDP pass be placed on their account. It was never added. You checked the account notes and confirm this was an AT&T error. The cx used service for 2 days and racked up a roaming charge of $165. Calculate the rerate.
Credit of $145
Your cx has six smartphone lines on Business Unlimited Premium. On the phone call, they decide to switch OFF AutoPay. What are they now going to be paying in total for their rate plans on their next bill?
$300
What section of the wireless summary gives you a hint at what line to look at if your cx is complaining about an unusually high balance this month.
Activity since last bill
This system is used in connection with Avaya to receive calls. This system also has a built in directory for AT&T departments and is utilized to transfer calls.
CORAL
What side of OPUS are FAN contacts allowed to make changes on? What about end-users?
FAN contacts are able to make BAN level changes on the Account Info side (left side).
End users are able to make subscriber level changes on the Mobile Info side (right side).
A cx calls in about a long distance calling charge of $108 on their bill wanting it to be waived. They state that they have the long distance calling feature on all of their lines. You confirm that this was an AT&T error and the long distance calling feature should have been on the account. The call was to a country included in the long distance feature. Calculate the rerate.
Credit $93
A cx has 4 smartphone lines on the Business Unlimited Premium rate plan as well as Fiber at 1Gig speed. They are on AutoPay and also receive the All in One Discount. What is their monthly service fee.
$340
If a customer does not pay their bill for a few months and their service gets cut off, what is the restoral fee?
$35
This tool is used to talk to inter and intra departments of AT&T where are able to chat with SMEs about technical issues that you are experiencing.
Smartchat
What is the first step you should take if you see a red or yellow credit check box when processing an activation? (After clicking the refresh button)
Check Sales Credit Interface
A cx called in before leaving for a business trip. They requested to have the IDP pass placed on their line , however, they had the Passport feature placed on their line instead. They were out of the country and used service on three days. Calculate the total rerate.
Credit of $70
A cx has two groupings on their bill. One group has 2 lines and the second groups has 3 lines. All lines are on the Business Unlimited Standard plan and the cx is on AutoPay. What could we do to save them money? How much would we save them?
Group the lines together and save them $80
How far back will OPUS go when pulling up monthly bills?
12 months
These two tools can be used to mirror the self-service portals of our customers to assist with login & registration or navigation.
Premier CSR Tool and myAT&T Zone
If you can't process an account change in OPUS or are activating a large amount of lines, you should use this system instead.
Telegence
Agent X was having a very bad day and completely messed up a customer's rate plan. The cx ordered 3 smartphone with no service commitment on the Business Unlimited Premium plan. Agent X placed all three lines on the Business Unlimited Advanced two of those lines on service commitments. The cx is NOT on AutoPay Calculate the rerate for this cx.
Credit $20
You are talking to a cx that has 10 lines on the Business Unlimited Performance Plan. What is the difference in price if you change their rate plan and placed 2 lines on Business Unlimited Standard and 2 lines on Business Unlimited Advanced and 6 lines on Business Unlimited Premium all in the same group. This cx is on AutoPay.
$20
Some credits or charges are posted to the account as a whole rather than one line of service. This will be posted at the top of the bill above the wireless summary. What is an example of a charge that is posted to the account rather than a line of service?
Late fee or Restoral fee