To Chat or Nah
My representative's customer has escalated, and they need a supervisor. They've decided to reach out to the CRT Chat for assistance.
What is Nah? Once their customer has escalated, they should reach out to the escalation que.
On What Page is the Chat Located for the Frontline?
.
What is WorkHub page?
If your rep is currently chatting with a coordinator and their customer escalates, they can ask the coordinator to contact the customer on their behalf.
What is False? The Frontline agent must call the escalation que for assistance with escalations.
A rep needs assistance but doesn't see a leader or floor support readily available.
What is to chat? Chat representatives can assist with the same thing floor support can.
With permission, a coordinators can listen in on my representatives' calls to assist with positioning.
What is True?
Before reaching out to their supervisor for general questions, your rep should reach out to chat for assistance ?
What is True?
You are currently in a meeting and your representative needs an approval for store pickup.
What is to Chat? Chat representatives can approve equipment orders.
A representative should hold no longer than 7 minutes for a coordinator before calling the que.
They should wait no longer than 3 mins for both the chat and the escalation que before reaching out to a supervisor.
Coordinators can approve a credit placed into my supervisors Que?
What is True? Coordinators can approve up to $500.
Your representative needs an upgrade date change.
What is Nah? Coordinators don't have access to change upgrade dates, they can only change contract dates.
When contacting chat, what information should the representative provide?
.
What is:
MTN/Pin Password
Clarifying Questions
Explanation of your need for assistance and steps taken.
If a representative needs help with positioning, should they reach out to a Coordinator in chat for assistance?
What is True? Coordinators can help with positioning by using remote monitoring.
Your representative needs a contract end date changed.
What is to Chat? Chat representatives are able to change contract dates.
What are 3 things a representative should still contact a supervisor for?
What is:
T&C Updates
On Demand Disco's
BGCO Transfers
OCC"s $500 or higher
Find my IPhone overrides
Receipts not on My Verizon
Your representative needs a pin number. A coordinator will be able to assist.
What is False? Coordinators do not have access to view pin numbers.