Time Management
Contract Negotiations
NPS
100
the number of minutes you are scheduled to be logged in versus the actual number of minutes you are logged in
What is Availability?
100
On contract negotiation calls, a good idea is to propose temporary channel and program alternatives based on the customer’s WINs first, and if that fails, offer credits as a solution.
What is True?
100
NPS stands for
What is Net Promoter Score?
200
if you have great AHT and create a habit of logging out according to your schedule, this will be positively impacted
What is Adherence?
200
DIRECTV has a high success rate of resolving programming disputes.
What is True?
200
In order to be a promoter the customer must rate DIRECTV as a
What is 9 or 10?
300
follow the script, ask appropriate probing questions and control the call are sure fire ways to exceed this specific metric
What is AHT?
300
What are the 2 tools used to view up-to-date information about contract negotiations?
What is Agent Answer Center and directvpromise.com?
300
The scale of 1-10 is a rating of how likely the customer is to
What is recommend DirecTV?
400
90% of the job is showing up before you can be successful
What is Attendance?
400
A website customers can visit to find the most up to date information during contract negotiations
What is directvpromise.com?
400
35
What is the current NPS goal?
500
poor time management impacts these groups
Who is the customer, the team and company?
500
we explained directvpromise.com, advised customers of alternate programming options and we use this as a last resort
What is Promotional offer tab?
500
At the end of the survey the customer is able to answer fully, partially or did not to what question?
Did DIRECTV Resolve your issue?
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