KPI Scores
What is 600 to 660 seconds?
Fan calls in because they are being billed twice - but we only see 1 subscription. Steps we take for a resolution.
Check account, Ask for POP, Request for duplicate sub refund.
What is mention the bundle and build rapport?
Steps when fan calls in with error to sign up again but has existing subscription.
What is :
Check for VPN
Ask how fan was billed / Get POP
Go through linking steps
Number one fought for shift for shift bid.
What is 9 AM to 5 PM, Sunday & Monday off?
The QA average
What is 93%?
Monthly Subscriber requests refund within 3 days of purchase and hasn't watched any content.
What is 3 days grace?
Information that should be in your notes.
What is:
Reason:
Steps Taken:
Resolution:
Fan is trying to stream but is being prompted to sign up, and Baymax said 'Details unavailable' after selecting the active subscription.
What is check Axis for multiple usernames and reach IS to remove the secondary ones, and provide fan the primary username for access?
Find how many breaks/lunches you take in a shift and overtime.
What is 'Breaks Guidelines' file in Teams?
The PE average
What is 95%?
Fan must have been billed directly within the last 7 days and never had the offer previously.
What is Credit for Save Offer?
Achieve full points for Acknowledgement and Active Listening.
What is Empathy, Ownership, Rephrasing in statement?
Fan is calling because their DirectTV is not working for ESPN but works for ESPN2 and ESPN3, and we have reauthenticated, uninstalled/reinstalled.
How to get PERMANENT $1 hourly wage increase.
What is agent meets the requirements for two straight months?
Amount of detractors maximum you get in a 100 surveys to still maintain 95%.
What is 5?
Steps for if the viewer was unable to watch the main ticket event due to device or streaming quality issues.
What is Check Usage, then Reach IS for PPV refund?
Acceptable dead air amount.
What is Maximum of thirty seconds of dead air?
Steps to take when fan cannot stream ESPN+ after getting Disney Plus bundle.
What is:
Step 1: Go to disneyplus.com
Step 2: Go to Profile (Avatar)
Step 3: Select Account from the list
Step 4: Select Billing Details option
Step 5 - Click on "Watch Now" option next to Hulu/ESPN+
THEN
Reach IS for further assistance.How to get the current spiff bonus.
What is:
Amount of detractors maximum you get in a 100 surveys to still maintain 97%.
What is 3?
Fan is calling because they renewed their annual subscription 3 weeks ago.
What is invalid refund reason, deny and reach IS if fan is persistent?
Verification Points
What is
ESPN+ Billed (Direct)
-Email
-First and last name
-Last four of the credit/debit card number
-Expiration date of the credit/debit card
-Billing zip code
Third Party Billed
-Email
-First and last name
-Name of third party billing service
Steps to take when fan is receiving blackout error, but is not in a blackout zone (for MLS, MLB and NHL).
What is
- Check ZIP Code on blackout checker
- Check IP address, then troubleshoot IP address in Baymax.
- Reach IS for blackout override if determined fan should not be blacked out.
Steps to access your most up to date stats.
What is:
- Go to Teams
- Go to General
- Go to Files
- Open Admirals Data file