PCO
How do you add on the PCO to an account?
Customer app > TV > offers
How do you add on the PLO to an account?
Customer app > TV > offers
What flow should we follow if a customer had a CWC or PCO/PLO roll off/end?
Flows > Credit/Price Lock Roll-Off
For requested work order modifications that cannot be done in Customer App, including modifying/closing new connect work orders where do we transfer?
Cold transfer to TE Voice
Can you combine the PCO and CWC or Recurring Credits in general?
No;
Agent-created, pre-built deferred credits will be forfeited upon redemption of the offer; Refer a Friend and bundle credits will stay on the account. Please note, upon acceptance of the offer, the customer's credit battery will be set to 0 and any pre-built deferred credits will be voided.
https://sites.lumapps.com/a/dish/knowledge-solutions/10289
Can you combine the PLO and CWC or Recurring Credits in general?
No;
Agent-created, pre-built deferred credits will be forfeited upon redemption of the offer; Refer a Friend and bundle credits will stay on the account. Please note, upon acceptance of the offer, the customer's credit battery will be set to 0 and any pre-built deferred credits will be voided.
What flow should we follow if the customer wants to cancel due to having a new provider?
Flows > Wants Competitor Offer or Already Installed with Competitor
What can we do if the customer claims another agent promised them an offer?
While we should never promise what another agent will do. We can follow flows > Missing Existing Customer Credit/Offer to see options to honor the offer or other offers we can make.
What packages can the PCO be paired with on 01/14/21 and after?
Flex Pack, America's Top 120, America's Top 120+, America's Top 200, America's Top 250, Latino Clasico, Latino Plus, Latino Dos, and Latino Max!
What packages can the PLO currently be paired with?
AT 120, AT 120+, AT 200, AT 250, Flex Pack, Latino Clasico, Plus, Dos, Max, and Smart Pack are eligible for the offer.
https://sites.lumapps.com/a/dish/knowledge-solutions/10290
Should we offer to restore every Hard Disco accounts when they call in? ( Excluding corporate shut down accounts and Deceased account holders )
Yes!
Flows > Hard Disconnect Inquiry/Wants to Restore Service
Where on customer app can we locate the Do Not Provide offers tag?
Customer app > Alerts
( on the top left, underneath the credit battery )
What Loyalty Stars Qualify for the PCO?
4 - 5 Loyalty Star customers are eligible for this offer.
What Loyalty Stars Qualify for the PLO?
3 - 5 Loyalty star customers.
What flow should we follow when a customer demands a "Higher up"/"Manager"/"Supervisor"/"Boss"/ETC?
Flows > Customer Demands Next Level Employee
This flow may lead to an xfer to; Unresolved ( If C2 ), SRS ( If C3 ), or GET
What tools are apart of My Connection?
Customer App, Advisor App, Flows App, Knowledge App
When should we offer the PCO?
Only when instructed to by Flows App.
https://sites.lumapps.com/a/dish/knowledge-solutions/10289
When should we offer the PLO?
Only when instructed to by Flows App.
https://sites.lumapps.com/a/dish/knowledge-solutions/10290
If needed, how can you get to Flows > Level 3 Escalation?
After completing Flows > Credit/Price Lock Roll-Off
Where can we view credits applied by SRS that do not show in pricing?
Customer app > Bill > Credits > Reverse