Charter

Call Types

100

Customer wants to upgrade cable and internet service.

Keep 

200

When a customer wants to have the representative process their payment they incur this: 

$5 processing fee

300

PPV, Event, VOD Sport Package-these show up on a customers bill as: 

One time charges

400

Customer wants to discuss a repair issue

Billing>Transfer

Repair>Keep

500

Program available during a certain time of year that provides customers with an option other than disconnecting service when they are away.

Seasonal Package

Scope of Support

100

What resource do you use to help determine if you keep or transfer (scope of support)

CoPilot

200

Chat scope of support article ID is

GEN8429

300

The customer wants to remove a LOB

Advise to call in as there is a special team that handles disconnects

400

Customer is needing help with their online account(my account)

Keep

500

Customer is wanting to discuss the bill and possibly upgrade internet but remove cable services completely. 

Keep > discuss bill and possible upgrade but advise need to call in to remove cable services(LOB)

Call Metrics

100

Transfer rate goal is:

3%

200

AHT stands for:

Average Handle Time

300

AHT goal is: 

Repair: 720

400

VOC goal is: 

85%

500

VOC is the survey (voice of the customer) what other performance stats come from the survey?

Knowledge, professionalism, Resolution, and Effort

Customer Experience

100

ARM stands for:

Acknowledge, Respond, Move Forward

200

Skills we use to help with a positive and effortless customer experience 

Acknowledgement, Empathy, Ownership, Reassurance/willingness to help, Asking questions;  Ownership,

300

When we deliver: efficient resolution, being heard the first time, positive framing of the best option

An Effortless Experience

400

This is the framework/method we use to help use our words to positively position and keep the call moving in a positive direction

ARM

500

We strive to provide our customers with this

Effortless Experience 

Agent OS

100

We must leave notes on every account, where in Agent OS do you do that

Click on top right "add call resolution and Notes" 

200

This tab you will find the answer flows

Troubleshooting

300

This tab is where you can view the customers equipment

Device Management 

400

This tab shows a brief summary of the entire account including: orders, billing, services and service status, Account status, authorized users, ect. 

Dashboard

500

This tab you can easily access tools such as UCM, CIMT, Spectrum Navigator, ect. 

Tools