Account Portal
If a customer calls to pay a bill can you override the $5 service fee?
no, will have pay through account portal or wait for autopay
What is the hold time on calls?
30-45 sec
How much is the military discount?
15%
How much are sims cards?
$3 - physical
$0 - Esim
Which devices ONLY take Esims? (no physical sim)
-iphone 14 and up
-Android (must updated to software 14 or higher)
Does Puretalk send any account information by mail?
no, email or text only
What should you click once you answer the call?
New Call Button
Should you notate on every account even if you dont help the customer but the account is open?
Yes
Who would you refer the customer to for the DPP?
Allstate (access through account portal)
Does CS activate Esims?
no
If you're gathering billing information, do you repeat the card information back to customer?
No, you politely ask customer to repeat
At the end of every call in CS what should be mentioned to the customer?
Survey
What is the mandatory statement when making an outbound call?
"This call is recorded and monitored for quality assurance and training purposes"
Do you click on the basket or the envelope to process refunds?
Basket
How long is the device return policy?
14 days from delivery date
Where do you go to view the hotspot thats remaining?
Account portal/ Plan Tab; also Check Bucket under Mobile Device Numbers on the debit page.
What department will you disposition your calls under?
General Inquiry
What is DPP?
Device protection plan
If a customer passes away and they are the only one on the account, what would a family member/ friend need to provide to make changes to the puretalk account?
Certificate of Death
How would you determine a device is compatible with puretalk?
ask customer is the device is previous unlock from previous service provider, Supports LTE or higher, If android must be andriod version 11 or higher, IPHONE must be iphone 7 or higher
Would you verify the customer on a outbound callback?
Yes, very important to always verify EVERY call
How would properly close every call?
- Recap
- Offer additional assistance
- Brand Puretalk
how many occurrences can you receive within your 90 days before termination ?
8
How much international talk credit is with each plan?
$35 plan and below - $1.50 talk credit
$40 plan and above - $5.00 talk credit
Will long silences during the call be considered as hold times?
Yes, you must place the caller on hold.