Products and Services
- $14 per gig per month
-Unlimited Talk and text
How do I subscribe to an article?
Where can we find our contact information?
Ex. Scroll to the bottom of the page and select contact us
*There are many ways
"My Phone is not working, I can't send any texts..."
Transfer to Repair
All customers are subject to what when ordering new service?
An external Credit Check
Where can we direct customers who would like to see where our coverage is?
The website:https://www.spectrum.com/mobile
What copilot article is going to help us out with our products and services?
PR223
What are the store hours of the closest store to 12303?
Mon 10:00 AM - 8:00 PM
Tue 10:00 AM - 8:00 PM
Wed 10:00 AM - 8:00 PM
Thu 10:00 AM - 8:00 PM
Fri 10:00 AM - 8:00 PM
Sat 10:00 AM - 8:00 PM
Sun 12:00 PM - 5:00 PM
"I need help with understanding my bill."
Keep
What options do our customers have to place an order?
- Online
- Over the Phone
-In Store
What is the cost for unlimited?
$45 for a single line
$29.99 for multiple lines
What can we learn from GEN8134?
We can learn about our credit check process
What are the rates to call and text Norway from the US?
Call- $0.04
Text- $0.00
"I've been waiting all day for my phone to arrive, I haven't seen FedEx yet."
Keep
Customers must have this product to be eligible for new services.
Spectrum Internet
What is the difference between the unlimited and unlimited+ plan?
Unlimited+ is $10 more at $55
Unlimited+ gives you 30 gigs
Unlimited gives you 20 gigs
This article tells us about all of the eligible BYOD devices
GEN7777
How many countries can we call and text?
Over 200
"Why is my phone still not activated yet?"
Transfer to Activation
What are the steps for Order Processing?
1. Order is Placed
2. Fraud Protection Team Reviews the Order
3. The Order is Released for Payment
4. Fedex picks up the order and delivers in 2 business days
5. Customer calls in to activate
How can a customer save on data usage?
- They can turn off their data
-They can use their at home wifi
- They can connect to Out-of-Home wifi services we offer
What article will house all of our reference material and organize other articles for easy access?
GEN8404- MCS: Agent Dashboard (Mobile 2.0)
What are the numbers to call for help with activating international roaming?
Within the US: 833-224-6603
Outside of the US: 704-731-3001
"Why do I keep having issues with my data- I thought I connected my internet but it nothing works with my internet."
Transfer to Internet Repair/ Core
What should we call Fraud Protection Team and why?
If a customer asks about order processing we should refer to it as the order processing team. This is better for customer confidence and relations.