Account Management
What is the timeline for when the bill is due & autopay will be processed?
Day 15
What flow should you pull up on every single call to ensure you are following the correct Verification process.
Authenticate or Verify Caller - Wireless
What article should you use to see what plans we currently offer?
Single-Line Plans
How do you check if a members device is compatible in?
Use the member's IMEI in the Device check section in CApp
The playbook is the same for Project GENE5IS & Boost Infinite. True or false?
True
Can the monthly payment date be changed?
The monthly payment date can't be changed manually at the customer's request.
How many attempts should we allow the member to have when it comes to verifying with the Pin on the account?
Allow the customer up to 3 attempts to give the correct PIN.
What is the price of the plan we currently offer?
The Infinite Unlimited Plan is for one line (one device) for $25 per month (Tax Exclusive)
We support the iPhone 13 Pro Max. True or False?
True
To exceed expectations when providing a strong closing on your calls/chats, what should you include?
Before ending the conversation, thank the customer. Use their name and acknowledge the length of time they've been with us.
Do we have a Military offer? If so, what does it include?
We offer a Military program, that allows the member to pause their account while being deployed.
If the member fails all of the other verification methods, what type of payment information do you need to use that as a valid form of verification?
The member will need to confirm the date of last full bill payment and the payment amount on the account.
True or false. The member cannot edit their address through the App?
False
What is the name of the Boost Infinite Device that we currently offer?
Celero 5G
How can you show the customer you are listening after they initially explain their issue?
Summarize the issue - Confirm the customer's concern by paraphrasing what the customer stated and avoid interrupting.
What article would you use to find out if the member can pay their bill through the Boost Infinite app?
Self-Serve Methods
If a member calls in stating they just got a Boost infinite Sim card and want to activate their phone that they are bringing from their old carrier, which flow would you use?
Activate Phone - Wireless
How long are Boost Infinite devices locked for after being purchased?
Boost Infinite customer devices are locked when purchased and are required to remain active for 12 months before becoming eligible for device carrier unlock. After 12 active months with Boost Infinite the phone will auto-unlock for the customer.
True or False. A member can return/exchange their device using the Boost Infinite App.
False
What is the OKR goal for QA Resolve?
85%
6P - Error code means what when attempting to complete a port in?
MDN has Service Provider Port Protection - incorrect Pin
What flow would you use if the customer is wanting a refund for 10 day buyers remorse?
Customer Wants Refund - Wireless
What platforms can a member use to chat in with Boost infinite?
boostinfinite.com & Boost Infinite App
What is the warranty period for an LG device?
Warranty Period: New LG devices have a 1-year warranty period. Used phones are not eligible for warranty service.
What question do we look at when pulling your QA Resolve score?
Resolve - Think long-term - Utilize tools and resources to provide effective solutions.