Account Portal
True or False: You are able to change security questions and pin on a customers account.
False, we are unable to see or change security questions, account password or Security PIN.
What is the hold time procedure ?
*Ask the customer if they mind being placed on hold.
*Check in every 30-60 seconds
What button should you click when you first answer your call, and how many seconds do you have to press it?
NEW CALL & 10 seconds
What department will you disposition your calls under when you end call?
General Inquiry
How old is Eboni ? and How long has she been with the company ?
I am 28 years old and I have been with Pure Talk 3 years.
Where would you go to update a customer's name or add another authorized user ?
Profile Tab in Account Portal
What should you press at the beginning of your call ?
NEW CALL
Where would you go to pay off a subsidized device?
Money Symbol under Phone Subsidized History
Who would you refer the customer to for the DPP?
Allstate (access through account portal)
How long is the device return policy?
14 days from delivery date
Where would you go inside account portal to add International Roaming onto a device?
What should be verified at the start of your call?
Full name, Address and zip code, Full email, and Pin.
How would you find the tracking number of a order a customer has placed?
Shipment Number (Anything underlined can be clicked on)
All devices financed through puretalk have to have what protection and through what company ?
Device Protection and Allstate
What is the mandatory statement when making an outbound call?
"This call is recorded and monitored for quality assurance and training purposes"
How much is 5GB of Hotspot Data Add-On?
$20
What should you do at the end of every call?
Hint: 4 steps
-Wrap-up call (small summary of what was done)
-Rebrand puretalk
-Survey.
-Notations
What should be filled in service package if it has reached zero (ALL FILLS) ?
VOICE: 10,000
SMS: 10,000
Where would you go to activate a physical sim or a Esim ?
Puretalk(w/icon)
What is the MLD? Explain
Multiple Line Discount
1 Line
2 Lines - 10%
3 Lines- 15%
4 or more - 20%
*DAILY DOUBLE*
What is International Roaming?
International Roaming is when your device will work as normal, while you are in another country.
What should always be in your notations when leaving a notation on a account?
Account Number:
Customer Name:
Callback Number:
MDN involved in question:
Reason for the Call:
What you did to resolve the issue:
Was the issue resolved:
What is the difference between Disconnect and Suspend?
Disconnect - They no longer want the service, they will lose their number and it goes back into a pool of numbers.
Suspend- They want to temporarily suspend the account. They will still have there number, but they have to call in each month they want to keep line suspended.
What are the qualifying plans for INSTANT PHONE DISCOUNT? & How long does the customer have to stay with Pure Talk?
$30 plan- $100 discount
$35 plan- $100 discount
$45 plan- $150 discount
$55 plan- $200 discount
$65 plan- $250 discount
& They have to be with Pure Talk for 30 months or until they pay off the device.
*DAILY DOUBLE*
What is the Money Back Guarantee Policy ?
If the customer has not used 500 Min, 500 MB, Or reached there next bill date. They will qualify for a full refund.