Tools
What tool can we use to see activation/deactivation date for a line?
What is...
NBOP
If a customer goes in store to place an order for 2 unlimited lines, but the same rep places them under two separate orders is the customer eligible for a promo, if so which one?
What is...
Yes, the customer is eligible for OFR370(BOGO) as the two lines were placed on the same day by the same agent.
A customer that happens to also be an employee call in regarding their employee discounts. Customer states he is not receiving it and wants credit. Is it valid or invalid, what should we do?
What is...
It is invalid because when it comes to "Employee Discounts" we need to guide them to Panorama and have them reach out to Employee services.
What copilot shows basic information from third party company number, calculator for auto pay and hot topics regarding our system?
What is...
GEN8404
Customer calling in regarding their internet/tv/homephone bill who do you send them to?
What is...
Account-Billing
Billing
What tool is used when you cant unlock devices via SM360 or Agent OS?
What is...
Pandora Device Unlock Tool
Customer calls in to start internet services on 4/1, they call in again on 5/10 to place order for mobile services because they were told they would be eligible for OFR368 (Spectrum One). Is this correct will they be getting the OFR368?
What is...
No they will not because they would've had 30 days from core being activated to take advantage of that offer but since at this point is it passed the 30 day they are no longer eligible.
A customer calls in and wants to deactivate a pending BYOD line, they are wanting refunds for the charges since they never activated the device. Is this valid for credit or not? Also how much can we refund if possible?
What is...
Yes we can go back as far as 2 month/billing cycles for refunds/credits. Also since there was no usage due to it being a pending line the credit will be valid.
If on an account and you see you need to place a UCM for an issue on our end, what copilot will give you the steps on what to place the UCM as?
What is...
HOW6347
If customer is calling in because they are wanting to get a new phone on their current line who do we send them to?
What is...
No one we keep them lol its called a NDEL.
If customer calls regarding their bills prior to what Agent OS/SM 360 show, what tool do we use?
What is...
Chronicle
Customer calls regarding promotion that has fallen off of his account. When taking a look he disconnected his internet and just kept the tv and home phone services. The customer was getting OFR380 because of him adding his home phone. Would the customer still be eligible with his internet disconnected?
What is...
No he is no longer eligible because for all for our active offers you need to have internet to be eligible for the promotions.
A customer calls in saying that he got a email stating he has went over a total of 5 GB while he is on the BTG plan. Customer is requesting refund back because he was not aware this would occur.
What is...
This would not be a valid credit as the customer gets emails/messages regarding their data and when they go over 1GB. These are valid charges customer should not get refunded/credits. (They can get on unlimited/plus)
When processing a NDEL what copilot can we use to help guide us through the process?
What is...
HOW6838
After customer activated their new line they are currently having issues with their network who do you want to get them to?
What is...
Mobile 2.0
Mobile Activations 2.0
What tool do we use when you need to search up another agent/PID?
What is...
UXID
Customer calls in because they are within their first cycle and have yet to see their free line promo on bill. When asked about the promotion they state that they were in the middle of canceling services and they were offered a free mobile line to stop cancelation of their services. What promo did they get offered and how long for it to take affect?
What is...
Customer got offered OFR366 Retention Mobile : Free Offer. This is given by retention agents which are the ones who cancel services. Also cust will have to wait 1-2 cycles before the credit starts applying.
(Not Credit) When customer calls in requesting extension on their mobile bill, and they are stating this is their first time ever late on a bill. Are we able to provide extension?
What is...
No this would be an invalid request as we only provide extension if there was an issue on customers acc caused by us.
What copilot helps us determine what promotions a customer is eligible for?
What is...
GEN8794
When a customer calls in because they are unable to get their "order verification" done online who should we get them too?
What is..
Mobile 2.0
Mobile Fraud Protection Team 2.0
What tool is used when your whole system crashes and you need to see if this is a known issue for the whole center?
What is...
Whiteboard
If customer calls in because they want to suspend a line on their account. They are currently receiving the BOGO promotion(OFR370) will them suspending one of their lines cause this promotion to fall of their acc?
What is...
No this should not cause the promotion to fall as copilot OFR370 states "Seasonal Suspension allowed."
Customer is calling in on 5/26 because they returned a device back to us on 5/3. That device was graded A stock but they have yet to receive refund. Are we able to place refund or UCM for refund?
What is...
Yes we are able to provide full refund back to customer as their device was graded A stock. If it is within $25 limit we can if not then OTL UCM needs to be placed.
What copilot helps me pull up our Wearhouse inventory for returned items?
What is...
GEN7755
If customer is calling stating that when they use their landline it keeps drooping calls. Who would you get them to?
What is...
Phone
Home Phone Repair