Call Flow
"Thank you for calling Frontier. This is _____. I am a product and service expert, and you called at the right time because we have some great new offers! Who am I speaking with?
What is the Opening?
Tool for managing relationships with customers by empowering consultants to make better customer-focused decisions and increase the value of customer accounts.
What is the Hub?
The most standard and common internet service uses this medium to transmit data.
What is Copper?
What is Digital Phone Unlimited?
A product that offers global credit tracking, identity theft coverage, virus, malware and ransomware protection for up to 10 devices.
What is Frontier Secure?
Start with the top-of-the-line package bundle and present price first.
What is the Lead Offer?
Provides a means to look at our customer's feedback regarding the overall quality of the service given.
What is ACE?
A much less common but generally faster medium for internet. This type of internet is mostly found only in heavily populated areas, and features both FTTH and FTTC methods of connecting customers.
What is Fiber?
This phone service add-on allows for long distance calling to Asia, Europe, Mexico, and Canada for $5.99 MRC each.
What is Simply international?
A service within Frontier Secure that is sold on a per person basis, providing protection against identity theft.
What is Identity Protection?
Restate reason for call, any changes made or items discussed. Educate customer on installation, appointment details, access needed, product start-up, etc. Net Neutrality statement. Charges. Required tech install reminders.
What is the Recap?
An interface that allows users to manage Video equipment for FiOS Video, Frontier TV, Freedom TV, and cVoip services in CT.
What is SIMPL?
This service will have a technician locate the dead spots within a home and connect routers to provide consistent internet speed throughout the entire home.
What is Wi-fi EveryWare?
The two codes that determine the first six digits of a phone number within an area covered by a particular wire center.
What is NPA and NXX?
A branch of Frontier Secure that features home devices that assist in automation and security of the home.
What is ConnectedHome?
"My goal is to ensure your satisfaction, you may receive a short survey to evaluate the services I provided today."
What is Required PCS Verbiage?
web based application used by Contract Centers to verify and review payments. Not applicable for partners.
What is Bill Matrix?
This service adds a second internet connection to a service plan to increase bandwidth and is generally used to separate work and play.
What is Second Connect?
A type of voice service that uses an internet connection instead of traditional phone line.
What is Voice Over Internet Protocol?
A Frontier Secure service plan that provides protection against mechanical and electrical malfunctions for various devices, as well as accidental damage for laptops, e-readers and tablets.
What is Whole Home Protection?
"Additional information about the service you are purchasing, including usage terms and conditions, service performance, and Frontier's Network Management Policies are available online for your review. Please find this information at www.frontier.com/networkmanagement."
What is the Net Neutrality Statement
Automated dispatching and trouble ticket system used to search for a trouble ticket or service orders that have been sent to dispatch. This would provide the online consultant with the most up-to-date information on the customer's account.
What is VxField?
A fiber internet connection that goes to the DSLAM, and from the DSLAM to the customer location.
What is Fiber to the Curb?
The customer must agree to terms of service regarding this when signing up for any form of VoIP service, lest they risk suspension and cancellation of their service.
What is Emergency 911?
A Frontier Secure Bundle featuring Multi-Device Security, Secure PWD, Content Anywhere, and Premium Technical Support.
What is the Personal Security Plus Bundle?