Iconnect
What are the steps for Suspicious caller to ensure you have verified it correctly?
What is If you suspect a suspicious caller, check the account for suspicious activity/indicators of fraud. This includes account memos, account alerts (tags), etc.
All three methods of security verification must be performed. The customer must be able to verify all three methods:
What is the first streaming company to crack down on password sharing?
What is Netflix
What streaming platform dropped 19 network channels to include Discovery, HGTV, Food, TLC in 2024 and TNT, TBS and TruTV in 2020 and have they been restored ???
What is Fubo
How Much does the NFL Sunday Ticket Cost
What is Launch Price $240
Regular Price 480 or 4x120/month
Discounted Price may change as season progress
What are the only reasons to fill out an AIF for unreturned equipment and where in Iconnect can you find this?
What is Medical/Physical Reason
Customer Safety Concerns
Domestic Violence
Catastrophic Event
Deceased
Equipment Return Overview Page
When right sizing where should you look in Iconnect before asking any questions?
What is Bundle Calculator
What are the qualifications for platinum for Q3?
What is 75% Weighted Performance
• 80% Weighted Primary Metric(s)
• 20% Weighted Cross-Sell Rate
25% Weighted Calls Per Hour
Tie Breaker: Products and Services
Customers who cut the cord and stack Hulu Live, Netflix, Max, Disney+, and Prime Video often experience this frustrating phenomenon where their bill equals or exceeds satellite TV.
What is Subscription Fatigue / Price Creep (or Streamflation)?
What cable company contract states "If your Services are subject to a minimum term agreement, and you terminate all or any portion of the Services under the minimum term agreement before the end of the minimum term, you may be charged an early termination fee. Review your minimum term agreement for additional details."
What is Xfinity
True or False: The customer must first object to the charge and/or qualification before offering to waive it.
What is False
Where in Iconnect can you go to see a number to give your customer to contact any other company we work with?
What is Rolodex
Scenario: A customer calls in and inquires about the $55 dollar residential plan with Starlink what do you say next?
What is You're absolutely right, we do have a $55 residential plan. Let me ask you a few questions about your internet usage to determine the best option for your family.
I'm a live TV provider but I don't carry Lifetime or Lifetime Movie Network. Who am I?
What is Youtube TV
Bonus Monthly Cost?
What is your all access pass to every out of marked game on a Sunday after noon
What is NFL Sunday Ticket
How will customer view NFL Sunday ticket
What is The NFL Sunday Ticket can be added to the customers DISH bill and viewed on their internet connected Hopper through the YouTube app. To add this to a customer's bill follow the process on the NFL Sunday Ticket iConnect page.
What are the appropriate reasons to use TWOS for an account?
What is Soft Disco
Technical issue memo'd
Catastrophic Event
Acct not paused/disco'd as requested
Accidental restarts
Rolled off pause
DISH caused technical issue or weather outages
Movers work order - Customer is frustrated over paying for unused services.
Scenario:
Customer states grandson has an Xbox when you asked if they play online games like Xbox or Playstation. You find out grandson is only there once a month for a weekend. Can you sell Residential 200 plan instead of the Residential 400 due to customer price concerns?
What is Yes! Inform the customer their grandson would be able to use Starlink for online gaming and
What are the only ways to access Bally Sports through streaming? (3 Answers)
What is Bally Sports plus
Fubo
DTV Stream
Broadcast fee up to $27.25
RSN fee up to $17.25
Self Install $39.99
Receiver fees $8.50
150 hours cloud DVR $10
Reactivation fee $6
HD Fee $9.95
What company am I?
What is Xfinity
What is the price you should read when reading the following disclosure:
Your (core package) is price-guaranteed at ( price of core programming only) for 24 months.
What is The rate without locals and without Eautopay. The amount will be in Yellow on the Price Guarantee Page
Tip use price guarantee calculator on every call
What one Iconnect page should you check or open every single day to make sure nothing has changed in the system to prevent future tiers?
What is IConnect Updates
Scenario:
Customer calls in to cancel due to loss of income and needing a break. During the conversations you find out they are using just Netflix for now. Customer says will be coming back in a few months if they get back to work and doesn't wanna cancel. Can you offer to pause this?
What is No per the flow we cannot pause an account that is going to a competitor.
Multiple Choice
How much will YouTube TV reportedly lose per year over NFL Sunday Ticket?
A. $1.35 Billion
B. $1.27 Billion
C. $1.56 Billion
D. $1.01 Billion
What is C. $1.27 Billion
Morgan Stanley’s equity research unit projects the service will lose $8.86 billion on Sunday Ticket between now and 2029, with yearly declines averaging out to some $1.27 billion.
Broadcast fee up to $23.20
Self Install $30.00
RSN fee up to $14.99
Receiver fee $12
DVR service $12
Cloud DVR $9.99
What company am I?
What is Spectrum
Scenario:
15+ year customer calls in, just got a hopper sling recently however they needed a hopper 3. You build the work order the upfront costs is $100 for the hopper and credit card qualification. Do you waive these fees and qualification since they just did it?
What is No! You can only reactive offer to waive after a customer has disputed paying for it and providing a card.