Do I Call?
You are working on an account and the device cx had ordered is no longer available (out of stock, end of life). You have called the home number from the contact window and were able to leave a detailed VM. There is a wireless contact and additional lines on the account in the account holders name do you need to call the remaining numbers?
Yes - REF1136
An agent created a faulty consolidation case in ICM
Yes it does, no one should generate these manually.
What is the most controllable metric currently measured for variable pay?
FTR
You can always let the cx know we are working on their ticket and they don't need to call in and check if you can't close it the first time. Making it very controllable.
In an emergency at your house, is it ok to use your system to call for help?
No, you will end up calling emergency services in Toronto!
YOLO
You only live once
Its closing time, you’re working from home in Moncton NB its 10:04 PM you need to contact cx to complete the work. This customer lives in BC, do you call?
Yes - REF1136
Call Window - 9:00 a.m. to 9:00 p.m. (Customer’s Local Time)
An agent sent a refund case in to request the credits on the account be sent by cheque.
Yes, we do not refund credits, only payments made by a customer.
You were approved for slwp but got stuck past your end time, what do you do?
Specialist exception form in WFO allows you to amend this without the help of your TM!
What tool in found in the BOT Tracker can be used to see if a Wireless Price Plan or Offer code is now open?
BOT Code opening History Tool
NBH
Nobody home
You have Received a new piece of work for a Business BAN in a Company name its 4:15 PM Local time for the account you are working on and you need information from the cx to complete the work do you call?
Yes - REF1136
You have received a case and the documented case notes / details are in French. Does this need Feedback?
Yes - PRO138
Enter notes only in English
Does using a paid sick day impact your variable pay?
No. Only after your allotted sick time for the year has been used will it impact your variable pay.
What the main tool used to confirm a wireless device has been returned to our consumer wireless warehouse?
Hardware Returns Master List Search Tool
LTE
Long term evolution
Its Sunday, you are working from home in ON its 2:00PM you are working on a wireless and the Billing address is in BC there is a wireless contact number listed in ICM contact window for the account holder as 905-555-1234 (Ontario phone number) do you call?
No - REF1136
Call Window - 12:00 p.m. (noon) to 9:00 p.m. (Customer’s Local Time)
If there is conflicting timezones between the service address and the area code you are calling (Example: Service address is in NB but the CTN you're calling has a BC area code) select a callback time that would be within the callback times for both.
A Shaw Migration was requested to be added back to an account by our Fraud team. Our BOT team agent has sent a reopening request for the SOC and the SOC is now available in V21 however the agent notices the the RP discount associated to the SOC is not auto deploying in V21. The BOT agent has created a case to our CIRT team to investigate further. Does this required feedback?
YES – INP139 BOT agents must submit a reopening request for the SOC and the RP discount code for Shaw Migration discounts and apply them to the line once open.
What's the best teams channel to check in on to find ways to win points?
E team channel! We are consistently adding new posts for fun and for points prizes! Try to make it a habit to check in and join in on the fun.
What tool can be used to view bills if the normal route in ICM doesn't work?
Brite Bill, its a great tool that uses a specific configuration to look up invoices.
What does the "g" in 5g stand for?
Generation
You are working on a Credit Class S account and need to reach out for further information to complete the work. Do you call the cx?
NO – CIRT BEST PRATICES – CUSTOMER CONTACT
As a CIRT agent you have received a case for LD charges dispute in a case type that is not related to this request. There are no other open cases on this account. You find based on the accounts notes this case was created by our BOT team that had received this as an invalid Faulty Consolidations case. Do we send feedback to the BOT agent?
NO – MC CS3430803
BOT agents are directed to submit a case to CIRT that is best guess / match when receiving an invalid faulty consolidations case and are not to be sent feedback for these.
When did Bot Cirt and Fit come together
July 2022
Best place to check personal scheduling accounts.
Workforce engage. (WFO) Every agent can always go and review how much sick/personal/vacation time they have remaining.
ELT
Executive leadership team