Customer Central
Used to change a PAH.
Opus or Telegence
Used to send text messages to customers
What is Torch?
Only person that can reset a passcode.
Who is the account owner?
Tool used to check on a returned device.
What is Order Track?
Tool used to dispute 3rd Party Mobile Content Purchases.
What is CCCTool
Used as the last choice when payment masking is not working.
What is CALLVU?
Read before any rate plan changes.
What is the Rate Plan Discloser?
Something done at the end of every interaction.
What is note the account?
Add-on that can charge $10 a day with a max of $100 per month.
What is International Day Pass?
Needed to restore from suspension.
What is the past due balance paid?
Used to view our Knowledge Tool
What is Customer Central
Department that handles phone line and/or account cancellations.
Who is Loyalty?
Our best resource tool.
What is Knowledge?
"PAH"
What is acronym of Primary Account Holder?
Amount we can take to put toward an installment plan.
What is all or nothing?
Used to submit a Bill Cycle Change
What is Opus or Telegence?
Used for sending emails with step-by-step instructions about online self-service.
What is Solution Sender
59 days
What is the amount of time an acct has to resume from cancel?
Read verbatim at the start of every call
What is the Greeting?
Required collection attempts on every call.
What are 2 assumptive attempts?
Used to request a Hold Release Letter
What is Start?
Used to check on an order
What is Order Track?
Director of the Johnson City Call Center.
Who is Eric Horvath?
Done on every call before discussing the account.
What is verify the account passcode?
Done when a customer calls in about valid charges.
What is Explain and Sustain?