Account Authentication
What type of accounts do we receive for customers who used CUF and Hangouts to contact us?
Pre-authenticated
What is your definition of a call flow?
Refers to the sequence or processes involved in a customer's interaction with a company from initial contact to final resolution or purchase.
"Thanks for contacting Fi support this is Mateo, who's this" on a C2D call, what markdown will you get?
a. Customer Critical
b. Business Critical
c. Compliance Critical
b. Business Critical
Opening & Closing specifically
How do you consult in Connect Cases?
Hover on the write Cards, Click the Consult Card.
Flexible
Simply Unlimited
Unlimited Plus
When do we need to authenticate our customers?
When they contacted us through the Toll Free Number
Outbound Calls
Directly emailed Google Support
What is the difference of c2c and c2d?
C2D - When you click the number, it usually opens your phone's dialer app
C2C - Interaction through the CUF
If you did not ask the customer's best call back number and setting expectation about disconnected call, what item will you get a markdown on?
a. Customer Critical
b. Business Critical
c. Compliance Critical
a. Customer Critical
Ownership & Keeping Commitments specifically
Yes or No: When you consult to Tier 2, do they take over the call?
No
Up to how many members can a group plan have?
up to 6
3 types of authentication statuses and their meaning?
green shield - authentication successful or pre-authenticated
? shield - no authentication attempted, account needs to be authenticated
x shield - account failed all 3 attempts of authentication. account cannot be authenticated.
Yes or No: Do we have to authenticate a customer who contacted us via TFN?
YES
If you fail to authenticate the customer and you continued to provide account specific support, what line item would you get a markdown on?
a. Customer Critical
b. Business Critical
c. Compliance Critical
c. Compliance Critical
Authentication specifically
Yes or No: Should you transfer the Case to the Tier 2 if the customer claimed that a Tier 2 agent is already assisting them?
No
Situational: Customer called in to ask if in their 6-member group plan, they wanted 3 of the members to stay in a Flexible plan, and the other 3 members wanted Unlimited plan. What resolution would you give the customer?
- ask 3 members who want Flexible plan to stay on existing group plan
- ask 3 members who want Unlimited Plan, to leave the group plan and create their own plan.
- educate customer there cannot be 2 plans in one group.
Where can we find the Authentication tool?
Cases Connect
Do we also include the product when we open the call to the customer?
No.
If you pitched a survey and ask permission to the customer if you can send them to survey, which line item would you get a mark down on?
a. Customer Critical
b. Business Critical
c. Compliance Critical
c. Compliance Critical
Opening & Closing line item specifically
What KB article are we going to use if we need to transfer or consult the Case to Tier 2
Transfer cases to Tier 2
Situational: Customer called in because they cannot activate their Redmi A1, you checked your Beyond Compatibility list and you noticed that the device is not compatible with Fi. How do you educate the customer?
- Educate customer that the device is not compatible with Fi, provide the Compatibility Checker to the customer so they know which devices are compatible with Fi if they're still interested with Fi services.
3 Types of Authentication Processes
Online Device Prompt
App code
Web code
What is the difference of Authentication & Verification?
Authentication - process of establishing your identity
Verification - checking that something is true or valid.
If you failed to ask the customer if there's anything else you can do to assist them, which line item would you get a markdown on?
a. Customer Critical
b. Business Critical
c. Compliance Critical
a. Customer Critical
User Expectation specifically
How many minutes can you ask the customer for hold time if you're doing a consult to Tier 2?
Customer's free trial will be cancelled and they're gonna get charged ASAP.