Products
What is the name of the internet plan that offers 100 mpbs download and 10 mbps upload
Internet 100
Daily Double
Name one thing that will make a customer eligible for a retention offer
Maintain LOB
Must be current on bill
Must have spp 3.0 services
must follow 5/10 rule
What is mobile attach rate goal?
5%
What are the phases of the call flow?
Greeting
Discovery
Resolution
Recap
What is the copilot article for Scope of support for residential queues
Gen6675
If customers do not have a smart Tv compatible with the Spectrum tv app we partnered with comcast t*o create this device which is similar to roku?
Xumo box
If a customer calls in to update bill statement preference to Spanish how do we handle the call?
transfer to billing
WHAT DOES SCS STAND FOR?
Spectrum community solutions
what is the phrasing a person uses to recognize and validate a situation and how the other person feels
ARM STATEMENTS
If you have trouble with Transferring a customer using the app bar you can search an article that will give you the extensions of all departments. whats the title of the article
Transfer matrix
How many calling features are included with spectrum voice?
28
If a customer currently has TV essentials and agrees to upgrade to tv select. what rate are we able to offer?
New customer rate
What are our 2 billing systems
Agent os
and CSG
When is it ok to not follow the call flow?
Never
What are 3 of 5 topics you will find in the subtopics of dashboard in copilot?
Favorites
recommendations
subscriptions
shared articles
must reads.
DAILY DOUBLE!!!!
When customers combine spectrum internet with spectrum mobile they will experience increased mobile efficiency. whats this feature called
Speed boost
What is an EMTA?
Embedded multimedia terminal adapter. its a modem that provides voice services
What are the 4 components of commission?
single play
MRR
PSU
Mobile attach
the way a person speaks to someone. It refers to the choice of words, volume, pitch, and speed of the message, and can affect how the listener perceives and responds to the speaker.
Tone of voice
What are 4 content types in copilot? for example ehh
How
gen
pr
ofr
How many total channels are included in tv choice excluding add ons?
31
Daily double
What does the DMCA ACT stand for
digital millennium copyright act
Name 5 supervisors you met
Polly
TEE JAY
ERICA MEEKS
Chasity
Nicole mungro
etc.
what rule is to improve consumers' understanding of their telephone bills and to help consumers detect … we focus on this during recap of call
Truth in billing
what is the copilot article ID for Handling All Drop, Pedestal, and Wall Box Inquiries
How845