Verification/3rd parthy
If the account auto populates we still have to ask for the account number
False, we don't need to ask for it because the cx has already provided it to the IVR
We have to verify checkbook/due dates in every active account
Is brand value a rebuttal technique for R/C?
Yes, we can enchase the benefit of our brand to close the sale
What is a bundle?
When we combine 2 AP or more. Ex. Electric line with surge protect/ Essentials
What is the limit for hold time?
2 minutes for Tier 1 only when necessary and 5 minutes for UNI only when necessary
A fiancé is an authorized user even if she is not on the 3rd party users
False, only an Spouse is an authorizes user without being a 3rd party
We need to recap every action made during the call
Yes, It can be a brief explanation but we have to mention everything
Is offering proactive offers an obligatory step during the call when applicable?
Yes, if we are not ofering we are failling on completing our customer service
Can we offer AP before offering Proactive
No, we are supossed to renew first
What is the maximum amount of silence time that can be used in a call?
30 seconds, we need to refresh the cx after 30 seconds
We need to ask "Are you the account holder?" in every call
True
What is the time frame for the cx to callback to avoid affecting First call resolution?
7 days, if they call before it will affect our FCR
Does reactive offers afect R/C?
No, R/C is only based on Proactive offers
What is the most expensive AP?
A/C Heat Protect s Elite $29.99
In minutes, what is the AHT target?
8 minutes for TIER 1
11 minutes for UNI
What is the correct process for verification?
1. Ask for the acc number if the acc doesn't auto populate and use phone number, SSN or DL if the customer doesn't have it
2. Ask for the service address
3. Ask if the caller is the account holder
What is the short callback threshold? (aka, time when customer can call back on the same day without affecting FCR)
5 minutes
If we renew on a Reactive account, does that sale counts towards Retention Conversion?
No, Retention Conversion is based on the Proactive Accounts only.
Can we offer AP during a Renewal in the accounts that show DO NOT OFFER?
No, we shouldn't offer AP on this accounts
If a customer wants to renew, but does not have a proactive or reactive flag, what should we do?
Explain the details of the current contract, follow the high bill guided scenario and leave the potential switch save contact log.