BILLING
A Firstnet customer is calling to add the IDP. What question should we ask to prevent additional roaming charges?
A. Do you know what IDP is all about?
B. Will you be on a cruise ship?
C. When will you be back from your trip?
B. Will you be on a cruise ship?
What does TOBR stand for?
Transfer of Billing Responsibility
What do legacy Firstnet account types to into after migrating?
Firstnet and Family
This tool allows you to make changes to the account, such as adding features, changing plans, adding lines, etc
OPUS
Customer has 4 lines with the starter plan. She looking to enroll AutoPay with her Credit Card. To help her save even more money on her bill, what should we offer them?
Offer to enroll her on debit card or bank account
Name the 3 types of "TOBRs"
TOBR, SUBSCRIBER MOVE, and COORPORATE ENROLLMENT
This tool allows you to check the status of customer orders
Order Track
What typically causes the first bill to be higher than usual?
Prorated charges and/or activation fees
Fill in the blank
The Original Account Holder (OAH) first must _______the ToBR, then the Receiving Account Holder (RAH) accepts the _____ and completes the order.
Authorize / term & condition
How much is the Firstnet and Family discount?
25%
This tool allows you to send Broadband Facts Labels
MST
Looking at the customer's bill, they have 5 total lines. They are being billed AT&T Unlimited Extra EL - 4 lines at $40.99 each but one of the lines is billed AT&T Unlimited Extra EL - 1 line at $75.99. Why is the one line higher?
The line isn't in the same group
Due to system limitations, AT&T is unable to ToBR an advance billing CTN to an existing _____ billing account.
Arrears
Which lines are eligible for AP/PB discounts?
ATT Phone lines
These two tools help with resetting customer online profiles
CALM & ICAM
Customer Diana calls in because her autopay came out earlier than expected, even though the bill is still issued on the same day of the month. What caused this?
Switching from Debit to Credit for autopay
You are in the middle of transferring lines and you receive an error for eligibility due to MDPP. What would we need to do next?
Remove insurance for 4
True or False
Customers will receive 25% off family lines, even if the only Firstnet line is not a phone.
False
This tool allows you to see customer subscriptions
CCC Tool