RTW

Tools

100

This tool is used to verify if a number is portable

What is the Check Transfer Eligiblity Tool

200

What is the name of the tool we use for Renewals, Activations and Exchanges

What is MSS

300

This tool allows someone other than the account owner to renew contracts when visiting Channel Partners/Corporate store locations

What is the Role Manager Tool

400

This tool is used to help calculate proration

What is the invoice calculator

500

This tool is used to confirm current device pricing.

What is AURA (go/aura)

Plans

100

Customers are required to stay on these plans for the duration of their term.

What are YourChoice CAN-US plans and YourChoice CAN-China plans

200

This BYOD promo plan includes unlimited nationwide minutes and 1 GB of data and is available for QC clients only. 

BYOD Promotional Quebec 50 – Unlimited NW & 1 GB

300

This Unlimited Nationwide Calling plan costs $30 and includes 2500 min of local Call Forwarding.

What is Wireless Home Phone 30

400

This plan includes 5GB of data and is only 30$ a month

What is Peace of Mind Tablet plan

500

This plan can be activated on a single line mobility account even if they only have FFH Internet or Cable

Wireless Home Phone Add-A-Line 10

Hardware

100

What Credit Class can upgrade on the Zero Upfront option?

B

200

This plan works with wearable technology.

What is Peace of Mind Watch plan

300

This device creates a phantom number when activated

What is the iWatch series 3 and 4

400

Name the Smart Hub models currently available

ZTE MF279

500

This change is set for December 1, 2017 and will affect all phones across all wireless networks

What is to have mobile devices unlocked free of charge upon request, and all newly purchased devices must be provided unlocked from that day forward.

Forms and Tools

100

This tool is used by agents who support Service 2.0 to create cases.

What is Outcome

200

This tool is used to report unplanned incidents and outages affecting multiple team members using CE tools, such as Smart Desktop, Desktop One, Order Entry, etc.

What is Issue Tracker Diagnostic Tool (go/CEIM)

300

This tool provides additional support for offers completed through the Hardware Redemption Tool (or Mobility Sales System). This includes checking order status, canceling orders and confirming waybill information.

What is Sales Order Viewer & Cancellation

400

This form is used to pre-register international, non-Canadian, credit card, or prepaid credit cards. This process exists for security purposes and to ensure the protection of TELUS customers.

What is AVS Management Form and chat

500

This houses forms like Handset Mailers CARAT Requests and Off Contact Requests

What is KANA

Service 2.0

100

This service flow is used when a client calls to make or report a payment.

What is Inquire, dispute or pay my bill (postpaid)

200

These calling-time regulations are in place when contacting clients for both Client Care and CAM.

What is Monday to Friday 9am - 9pm, Saturday and Sunday 10am – 6pm for Client Care service flows and Monday to Friday 8am - 8pm and Saturdays 9am - 5pm No phone calls on statutory holidays for CAM service flows.

300

Agents must contact this team if they receive a misdirected case / task

What is CEIM

400

The service flow for assisting a Postpaid customer with changing information on their account or device. ◾This includes but is not limited to: ◾Customer information (eg: address, contact, personal information and PIN) ◾Device phone number ◾SIM Swap (excluding activations and renewals) ◾Paper bill to e.bill or vice versa

What is Make changes to my existing account/service

500

Customers on these treatment paths require a manual PARR review created in Outcome

What is LL3 and LH3