Scope of Control
What is the most recent tab added to EVERYONE Agent OS?
mobile
Name 3 Level- UP Goals!
FCR... Sentiment... Transfer... Attendance
Name 3 customers that you are unable to assist.
Employee
Business
Mobile
Bulk
What training started last week in the center?
Mobile
What can you do for a Mobile customer?
Transfer
What goal impacts your transfer percentage?
Calls per days/number of transfers = Transfer percentage
Other than Spanish... Name 1 languages we are able to communicate via interpreter
Mandarin
Korean
Russian
What lead from our center won lead of the quarter?
Nia
Account started March 7th, 2025, and wants to upgrade to GIG speed. What are the steps?
Cx is eligible for 30-day MBG... transfer to retention
What goal impacts Calls per day?
AHT! 2,341 secs / 60 secs = 39 mins and 01 secs. The average call should be 7 mins or less, meaning you could have taken an additional 5 calls.
What are the levels of Internet speed that we offer?
GIG
Premier
Advantage
SIA
What natural disaster is BAU?
Hurricane Helene and Milton
Customer called to advise that the TV was to be removed in February and wants credit for the service not being removed. What are the correct steps?
Transfer to retention. We cannot issue credit since the services has not been removed.
Name one of the requirements in the 4 quadrant that is 50% on the SAM Checklist!
1. Did we check for understanding
2. Did we provide Clarifying responses
3. Did we verify questions or concerns
4. Did we recap
5. Did we ask positive experience
when XUMO device is returned how long can it take for the credit to show on the customer's account?
14 days
How long is the refresher course for Agent OS?
90 minutes
Customer calls and advised that they have tried 3 times to reboot their modem, and it still doesn't work... How would you trouble shot?
You wouldn't... Transfer to Internet Support/Repair!
how many months does it take for you to level up
4 consecutive months or 4 months within a 9-month period.
What is the one thing you cannot offer a customer that calls with a rate increase concern?
A Promotion!
what are the colors along with the meaning for the four SAM quadrants?
Orange - lower SAM score
Blue - higher SAM score