TRUE OR FALSE
TRUE OR FALSE - Hanging up on a customer is not an integrity violation
What is FALSE?
A customer calls in: "Can you tell me my wife called yesterday at 5PM?" This is the violation that occurred.
What is a CPNI violation?
A customer calls in: The customer wants to change their plan to Elite but doesn't remember their passcode. The agent changes the plan anyway without verifying. This is the violation that occurred.
What is failure to authenticate?
CPNI stands for
Customer Proprietary Network Information
An Agent is on the phone with a customer and the call drops. Another call comes in and the Agent takes that call. This should happen next.
What is the attempt to call the customer back from the dropped call and let your manager and mi60 know?
TRUE OR FALSE- Putting a customer on hold for 3 minutes is an Integrity violation
What is TRUE?
A customer is aggressively complaining about their bill. The Agent starts to become irritated and becomes rude to the customer. This is the violation that occurred.
What is Gross Customer Abuse?
A customer calls in: The agent cancels the wrong line by mistake. This is the violation that occurred.
What is Failure to Remove wrong account disconnected?
SPI stands for
Sensitive Personal Information
An Agent is on the phone with a customer who is very upset about their bill. The agent transfers the call to the Collection department because the customer is way too upset. This is the violation that occurred.
What is Gross Customer Abuse? Transferring the customer to avoid handling
TRUE OR FALSE- Refusing to escalate to the supervisor is an Integrity violation
What is TRUE?
A customer calls in to have insurance removed off their account but the Agent forgets to remove it off. This is the violation that occurred.
What is failure to remove? FTR.
A customer calls in: They want to cancel their line today. The agent tells the customer to call back at the end of the billing cycle to have it canceled. This is the violation that occurred.
What is Failure to Remove- Avoid?
FTR stands for
Failure to Remove
A customer calls in: The customer wants to add a new line to their account but the Agent doesn't tell the customer about the credit check. This is the violation that occurred.
What is Credit Check Legal & Regulatory (LRR)?
TRUE OR FALSE- Putting in 111-111-1111 as a can be reached number is not an integrity violation.
What is FALSE?
This is the mandatory wireless plan disclosure for the Elite Plan.
There is no wireless disclosure required for the Elite Plan as of July 14th, 2021.
This is when an agent stays on the phone silently after transferring a customer to another department. This can be considered call avoidance.
What is camping?
What is Gross Customer Abuse?
This is the mandatory wireless plan disclosure for the Starter Plan.
What is "AT&T may temporarily slow data speeds if the network is busy."
TRUE OR FALSE- Gross Customer Abuse is considered when you fail to cancel the correct line.
What is FALSE? Sales Integrity
A customer calls in to ask how much is their bill going to be with a new phone line added. The agent misquotes the monthly amount bill to make it lower just to close a sale. What violation has occurred?
What is Sales Integrity- Misrepresentation of the cost of services
A customer calls in: The agent is looking for the answer and doesn't say any words for 60 seconds. This is the violation that occurred.
What is Gross Customer Abuse? Dead Air violation.
SI stands for
What is Sales Integrity?
Add or change a product, service, feature, protection plan, or equipment on a customer’s account without the customer’s approval can be defined as this.
what is Cramming?