Consent
What are the 3 dispositions?
Confirmed consent
Unable to confirm consent
Ticket opened in error
Can a CA case be closed as "no response"/unresolved?
No. All matters have to be investigated and responded to.
How is the disputed amount calculated?
The charge for the services/products in dispute + the amount of months the item is being disputed for = the dispute amount.
Drop Downs: What drop downs should be used when speaking to a confirmed or unable to confirm consent issue?
The drop downs that reflect "CA" in the title
What are the times where a resolution/summary letter may be issued?
Times may vary. You will decide based on the situation.
There may be times when you determine that a written response is also needed as a means to communicate formerly that the decision made was final/accurate. Especially when the customer is reluctant to accept.
What "unable to confirm consent" and what is the expected outcome?
When our records do not confirm/show that consent/customer awareness was received.
We are expected to credit every charge associated with the specified dispute.
Case Actions: If you determine that the matter is not of consent, are you able to have a consent flag removed?
No.
It is required that you provide a documented response to the claims made. Investigation must be completed.
Unable to confirm consent: Are we required to refund the customer the credit that was applied for the dispute?
It depends.
The customer is within the right to make the request. However, there may be times where this request is denied by Finance due to outstanding balances owed.
Handle on a case-by-case basis - document the denial received from Finance. When in doubt, partner with your leader to assist with delivering our position if needed.
Drop downs: If determined to be Ticket Opened in Error, should you be using the "CA" drop down selections?
No.
Since the outcome was found to be unrelated to consent, the selections should be made as BAU - making the selections that are closely related to your findings.
Are written responses a required action on all cases?
No.
Examples of when it would be needed are as:
No response/Unable to reach the customer.
Resolution/Summary Letter
What is "ticket opened in error"? Give 2 examples that would qualify.
TOE is when a case is flagged for consent but is determined to be a "business as usual" billing matter.
Examples: Rate increases, equipment charges, inaccurate bill, different bill than what was promised, promotional roll off, etc.
How can you identify a Consent Case?
It is flagged as consent within the case - typically shown in red.
Consent fields will also appear.
In matters of, confirmed consent where should credits be applied?
Trick Question: Credits should not be applied for consent cases, where confirmed consent can be found.
Should you decide to credit for other reasons, the credit should be entered into the "resolution attributes" not the "consent attribute".
In addition to the use of E360 and Timeline, what is the other acceptable form of verifying customer approval?
A call record
Be sure to include the UID/Link into your worklog!
Corporate SharePoint (Regulatory folder or in matters of Consent, in the Customer Approval folders)
What is confirmed consent?
When you are able to confirm that consent was received in accordance with company records.
How can you access the Customer Approval Folder on Corporate's SP?
Directly through the site - via the CA option on the left hand column or from within Columbo.
According to the CA process, are prorates required to be factored into your "Unable to confirm consent" calculations?
Yes. All charges associated with the disputed item should be factored and removed.
See slide 44.
What are the tools to use for capturing approval screenshots?
E360 (Agreement/Disputed Resolution details)
and
Timeline (PPV)
What responses are we not supposed to edit?
Consent templates.
What is the purpose of Consent and what year did it start?
2017
To assure that customers are not only aware of the changes that are occurring on their accounts which impact the monthly recurring charges but also that we receive their informed approval of these changes.
Both are measures intended to protect both the customer and the company!
What is the contact requirement on a consent case?
Trick question.
It is no different than any other case type; contact requirements will depend on the type of case it is.
How much of the charges in dispute should be credited if you are "unable to confirm consent"?
All of it. Every penny associated with the item in dispute.
It should be as if they were never billed for it. Every dime should be factored along with any associated items such as, BTV, RSF, or Modem charges.
What is a requirement to close a consent case? Hint: must be attached otherwise you will be marked incomplete. There are 3 - name 2.
Screenshot of approval status
"Disputed Resolution" details (from 360)
Associated Response letter
If all methods of contact (phone/email) are invalid, what would be the required action for initial contact?
An initial/no response letter should be issued.
If you are able to provide a resolution in that response, do so.