Roger's All Stars

May I help you?

100

“I just received my first bill, I really don’t understand it, could you help me? Would you: A. Guild the customer through the bill and direct the customer to Rogers.com > Understand my bill B.Guild the customer through Rogers.com > Understand my bill C.Guild the customer through the bill and ask if they have any further concerns

What is A. Guild the customer through the bill and direct the customer to Rogers.com > Understand my bill

200

When a customer is charged overage for data, are the charged based on: A. The amount of data that is downloaded B. The amount of times data is used C.Every time they use YouTube

What is A. The amount of data that is downloaded

300

Mr. Mark signed up 2 CTN’s on a couples plan with Rogers on the May 7th, he just received his first bill and is sure that Rogers is billing him twice. How would you explain this to Mr. Mark?

What is Advise the customer fees are billed one month in advance. The bill also includes partial fees from the activation date to bill cycle date.

400

DOULBLE JEOPARDY 1.True or False Partial charges should be explained when: -Customer is activating a new account -Upgrading/downgrading existing services -Transferring services to a new address 2.What tool could you use explain partial charges?

What is 1.True 2.Prorata Calculator

500

What is the best way to explain partial charges to a customer when making changes their account A. Partial + regular charges because it was added to you account mid cycle. Your next bill will only have regular charges B. Partial + regular charges because Roger’s divided the charges up according to time used or remaining for bill cycle C. Partial + regular charges because you cannot have the service free

What is A. Partial + regular charges because it was added to you account mid cycle. Your next bill will only have regular charges

PPC

100

DOUBLE JEOPARY 1.Define adding SOCs at the subscriber level 2.Adding SOCs at product/BAN level means

What is 1.Adding SOCs at the subscriber level adds a new feature to that CTN 2.Adding SOCs at product/BAN level adds a new feature to all CTN’s

200

Why would you add a SOC to a customers account?

What is When adding new features to a customers account

300

DOUBLE JEOPARY 1.Define a Nin1 2. True or False - Can a customer with an expired Nin1 price plan active a new CTN and keep their existing plan?

What is 1.Nin1 is a BAN with more then 1 CTN, sharing all minutes under 1 plan 2.True – Grandfathered Nin1 CTN’s can be shared with new activated CTN’s

400

DOUBLE JEOPARY 1. What is the path to do a price plan change 2. Mrs. Lindsay just got a new Iphone 4s and is calling to add a voice and data plan today. Mrs. Lindsay’s billing cycle is the 15th of every month. When would the plan take effect?

What is 1.Business Rules > Procedures > Change existing > Change Price Plan 2.The plan will take effect today because the plan includes data

500

What is the path to SOC clean-up

What is Business Rules > Procedures > Change Existing > SOC clean-up

Good Ol' AR

100

Mr. Terry has a past due balance of $175.55. He calls to make a payment of $50. Should you: A.Take the payment and advice Mr. Terry to call back before we suspend him B. Advise Mr. Terry has to make a payment in full C. Transfer the call to credit operations

What is C. Transfer the call to credit operations

200

Name 1 exception when writing down credit card numbers is ok

What is You should never write down customer credit information

300

True or False Can a customer pay their bills by calling in and providing debit card information?

What is False

400

What must be paid for a suspended account to be reactivated? A.Past due + current balance B.At least past due amount owing C.At least 80% of full balance

What is B. At least past due amount owing

500

What is the path to the PTP policy

What is Wireless Rogers > Business Rules > Policies > Policies > Payment Arrangements / Promise to Pay (PTP) Policy

Travel With me

100

If my home calling area is Toronto but I’m travelling in Vancouver BC any call I make to a local Vancouver number will I be charged: A.LD + Local Airtime B.Long Distance C.Local Airtime

What is C. Local Airtime

200

Sue David is visiting her sister in Calgary AB, her husband in Vancouver BC. How will Sue be charged?

What is Sue will be charged local airtime + long distance because she is outside of her local calling area calling her local calling area

300

If I use my Blackberry data plan while in Quebec but my local calling area is Toronto how much will I be charged for data?

What is Nothing, there is No data roaming while in Canada

400

How much is a data day pass for a customer that does not have a data plan?

What is $1 a day and it can only be purchased from the device

500

A customer says he travels extensively around the world, he understands not ALL devices work everywhere. What type of device should you recommend to the customer? A.Worldphone B.Dual-Band C.Tri-Band

What is The customer should get a Worldphone

Up Next

100

DOUBLE JEOPARY 1.Using Roger.com how can a customer find pay per use charges when travelling internationally 2.What is the pay per use cost for a incoming call while in Austria

What is 1.Wireless Rogers > Travel > Select a region – View map 2. $2.00 per minute

200

If a billing issue cannot be resolved and the CSR decides to take ownership of the issue what should they do in ICM? A.Document the account and tell the customer to call back B.Document the account and create an action item C.Document the account and create a case

What is B. Document the account and create an action item

300

True or False On every call you should check the alerts and work tabs in ICM

What is False – The alerts tab should only be checked if a checkmark is present and the work tab should only be checked if there is open work

400

Mr. Duke account is set up on PAC. His bill cycle closes on the 7th. What timeframe will the payment be debited from his account

What is Between the 19 - 23

500

DOUBLE JEOPARY 1.After retuning from a trip to Florida Mr. Jason notices he was charged for calls made while he was in the USA. After researching the account you notice he called before his trip to add a travel pack however it was not added correctly to the account. What code should you use when adjusting the charges? 2. Will you find the charges in the billed calls window or billed charges?

What is 1.DOCER2 2.You would look in the billed calls window