Process
We must do this on every call. Best done to authenticate the account. However, don't forget to do it when are already authenticated!
What is click NBA!?
This stat/metric indicates how often you open NBA.
What is NBA Launch?
A list of 3 things you can see on the main NBA window.
Possible Answers: What are PTN, PLAN, Upgrade Eligibility, Reasons codes....
My father has passed away.
What is Deceased customer?
Reason code to select when customer has lost their phone.
What is Devices/Lines-> lost stolen?
My customer wants the NBA treatment I have provided. I click this to give the treatment to the customer.
What is Accept?
This indicates how often you have submitted, save and closed NBA of the ones you had Launched.
What is NBA Usage?
NBA recommends the next best action for the customer based on the reason for the call. The recommendations are also called this.
What are Treatments?
I'm leaving because my TV provider has bundle options. Or I want sports!
What is TVision?
Reason code to select when the customer want to change their plan.
What is -> go magenta -> Change plan offers?
Used when the customer does not want the offer.
What is decline?
This is the NBA Launch Rate Lab requirement.
What is 90%?
A line will display this word when the line has sprint complete (Insurance program).
What is Protected?
Do I have insurance on my phone?
What is Sprint Complete?
Information can change often. Make sure you read the "" thoroughly to make sure the treatment information has not changed.
What are the "view details"?
When it says this in view details the system will make the changes for you.
What is "Applied automatically"?
This indicates how often you have submitted , saved and closed NBA of the ones you had launched
What is NBA usage?
AAL available QTY tell you this.
What is the amount of lines they can add?
How much do I owe?
What is account balance?
The option that provides you a list of all subscribers on the account to pick from.
What is Change Subscriber?
Click this to list the other PTNs on the account.
What is Change subscribers?
In order for our submission to count towards our stats we must do this within 2 hours of ending the call. Although best done as soon as you can!
What is "Save and close"?
These are 2 of the things you see when you click Change subscriber.
Possible answers: What are Upgrade eligibility for all the lines, Upgrade eligibility , how many lines, Insurance status' , devices PTNS on account.....
When your customer is asking for the account number or PIN, and is in another store this is likely the best Reason code to check first
What is PIN/Account Number/In Store/ Line not needed?
First reason code in NBA that has Merger Treatments like TNX and MTME.
What is Go Magenta?