Miscellaneous
What tile do I click to make a token/ passcode in CHAMP?
" Rogers Preferred Program for Agents "
What is a DELTA? - explain it like you would to a customer
Rogers escalation team will correct the plan or financing of the device to what the cx agreed to, once correction is done they will apply a 1 time adjustment to their account for any overpayments previously made.
True or False
If a CX has 1 line on their account and they are doing a HUP- You can offer them a shared plan?
False ! They must have an additional (shared) line to have a shared plan.
How much is CAA Autopay discount?
How will you know when a cx pays their $50 change order fee?
A proof of payment "Note" will appear on the order with the total amount paid and a confirmation code
There are 2 types of (internal) QA score cards.
What are their names?
1.) Sales Scorecard
2.) Support Scorecard
How many bill cycles does it take for a DELTA correction ?
2-3 Bill Cycles.
No, QC can only exist on accounts with other QC CTNs
How are taxes decided on a customers bill?
Based off what province their CTN is from
What pipeline and stage do I put my order when I am activating it?
Activations ---> In Progress
IF a cx takes device protection;
How much does it cost for their first broken phone screen to be repaired?
no extra cost - as long as there is no other damage to the device
When does the $50 change order Fee apply
At the point of activation ( and only within 15 days of activation )
What are the 2 systems in CHAMP that we use to see customer account information?
Oneview & SSP
How will a cx be taxed on a financed device?
Before or after device financing discount?
Before discount
Cx is cancelling an activated order- you have attempted to save the deal, now you have to make an activity;
What should be the "title" of the activity ?
" Cancellation Request - Buyers Remorse "
What Keypad prompt can I give a CX to find their IMEI?
*#06#
I must make a support ticket when ?
When does an RPP enrollment fee apply?
When an existing Rogers CX is enrolling into RPP for the first time ( or their RPP has expired and they are re-enrolling)
What cx currently get the DSC credited back to them on HUP orders?
Hint- Check KB " Device Setup Charge"
All Retiree Members
When I add a passcode into the " token" field on a NAC Order- what happens?
A BAN is Created automatically
What is the Google Sheet called that I use to see if a company falls under;
- Regular RPP
- Lifeworks/ Morneau Shepell
- Fredericton Chamber of Commerce
" RPP/CBU Company Master List"
(Will accept " RPP Master List")
What is the first thing I do if I have to disconnect a CX call for abuse?
When a cx is porting in their CTN with an e-Sim what is the order they must follow?
A.) Port CTN first- Scan e-Sim
B.) Scan e-Sim - then port CTN
A.)Port CTN first- Scan e-Sim
If there is an escalation you are struggling to handle on call- what should be the first thing you do ?
Create a Tier 2 support ticket and ask for assistance to prevent the escalation from climaxing
Absolutely not -
Only the retentions team is allowed to handle those orders. If a cx calls in and see an order is there, DM the retentions agent or TL and attempt a warm transfer once they confirm.