Customer Perspective
What must the agent say in the first sentence of the call intro?
Their name and that the call is on a recorded line
What must always be tracked in case notes regarding retention offers?
Both accepted and declined offers
What is the correct payment hierarchy agents must follow? (Impersonation, SecurePay, Customer in UI, etc)
SecurePay, 2. Customer updates payment method in UI, 3. Impersonation + redaction form
What does “avoidance” mean in PRP QA scoring?
One important part:
Not processing a cancel request promptly (stalling, setting cancel later, or failing to process at all). Agents should attempt a save first, but if the customer insists, the cancel must be completed immediately and correctly.
To properly open the call, when should the agent use Constant Contact branding?
After confirming they are speaking with the AO/Decision Maker
What urgency line is required for Day 68 calls?
Mention account will cancel automatically in 7 days
True or False: Providing inaccurate or misleading information is an auto-fail.
True
What is one advantage agents can share about prepay?
Prepay ensures their rate is locked in.
There are many other advantages, so good answers will be accepted.
Name one required element of a proper close.
Ensure no questions remain, use CTCT branding, recap changes, or (for cancels) mention 120-day guarantee, send follow-up email, and give cancel date
What must an agent do before attempting to save a cancellation?
Correctly recap the customer’s pain points/cancellation reason and confirm with the customer
What unrelated programs are agents prohibited from having visible during calls?
Social media, Netflix, chat apps, or any unrelated work system
When documenting an SRQ in a case, what must always be included?
The SRQ number from NOVO, a clear description of the issue, and how it impacted the customer. Anything else required by the SRQ.
A customer shares they’re frustrated with CTCT. The agent moves straight to the waive offer without acknowledging it. How will QA score empathy?
Fail. The agent must empathize with the customer’s experience before moving forward.
A customer agrees to pay 1 invoice today but is 14 months into tenure and 3 invoices past due. What can you offer?
Past Due Balance Cleared — waive up to 2 months if 1 month is paid, with Finance approval
A known defect is impacting the customer. What must be tracked in the case?
Attach the SRQ from NOVO and follow the documentation steps
Customer asks to cancel after a prepay auto-renew. How should the agent handle it, and what does QA expect?
Explain that prepay is non-refundable once renewed, highlight the advantages (rate lock, contact access), and set the cancel for end of term if the customer insists. QA expects accurate policy explanation and proper cancel documentation.