Red Offenses
Failing to disclose the processing fee or any kind of upfront charges to a customer will result in what kind of write-up?
Running Card without Consent
What is the definition of Issuing Order Incorrectly?
Incorrectly entering customer information into the OE tool (name, address, email, phone number, alternate number, etc). Selecting or scheduling the incorrect package, speed, or features on a customer’s order in the OE tool. Failing to port the number correctly. Failing to copy and paste the necessary order notes into the OE tool.
How many QA reviews do you receive per track?
One
How many points are on the call flow?
10
What is the most owned pet?
Fresh Water Fish
What is the definition of General Fraud?
Placing an order without the customer’s knowledge or consent, scheduling more products than sold, or general fraud. Setting up a new account for an existing customer.
When are audio disclosures required?
When setting up the internet for a provider that requires them to be played
What is the escalation process for Red Offenses?
QA Review > Final > Termination
Who grades your calls?
SCA/SSA
What’s the most common letter that appears in the English language?
E
If a customer does not give a verbal "yes" to the credit check statement after it's read what should you do?
Read the statement again until they give you a verbal and clear "yes"
Failing to read the Local Channels disclosure will result in what kind of write-up?
Incomplete/Missing Recap or Disclsoure
What is the escalation process for Yellow Offenses?
QA Review > Written > Final > Termination
How does the QAC test your knowledge when you receive a QA review?
Through Chat (Succeed or Hangouts)
What percentage of the earth is water?
71%
Leaving the free premium channels promotion on an order without disclosing it will result in what kind of write-up?
Cramming
If an agent issues an order in any way that the customer did not agree to what kind of write-up would the agent receive?
Issuing Order Incorrectly
How will write-ups escalate within your first 4 weeks of employment?
You'll receive an acknowledgement (So they won't escalate)
When are appeals due?
11 AM the Monday after calls are graded
More people visit this country than any other country in the world:
France
When is it okay to run someone's credit that you have not spoken to on the call?
If you're speaking with their spouse
What 3 categories are included on Yellow Offense track 4?
Recommending Cancellation, Prompting/Promising Price Renegotiation, Misinformation
How many days is a Red Offense Final write-up active for?
180
Where can you find the most updated information on call flow and/or QA offenses?
Succeed
What is the most densely populated city in the world?
Tokyo at 37 million