Porting
What is the definition of porting?
What is moving a number from one company to another
How many numbers are allowed to transfer off an account?
What is, as many as the customer wants to transfer
A customer always has to be authorized to ask for a number to be disconnected
What is no, there are certain circumstances where the customer does not have to be authorized
When a customer wants to put two accounts together this is called:
What is consolidating
What is, the customer can do many but not all things on self-help.
Why do people port their number
What is they want to keep their number when starting with a new company
Permission from an authorized user
Porting and disconnecting a line are the same thing.
What is, incorrect, disconnecting is done at the service level and porting is done at a switch level without representative intervention.
When a customer wants to create new accounts on the same account this is called:
What is sub account
One of these things is not true: A customer can create a sub-account on self-help. A customer can get all information needed to port out. A customer can get all things needed to transfer a number to another account.
What is creating a sub-account
If someone wants to port from VZ to a new company what would the customer need
What is transfer pin
What options does a customer not keep should the customer transfer off an account?
Any promotions that were currently on that account under that number.
When the customer leaves the company or disconnects a line there is a grace period to recover the lines or the port out
What is yes there is a grace period. ___ days and ___ days for port out.
A customer can consolidate or request a sub-account at any time if they want to do this there is no waiting period
What is, yes to consolidation and generally no to sub-account as the account must be over a certain age and established.
What is true, a customer can only access reward program on the phone app
The customer needs permission from someone on an account to port out of Verizon. What does the customer need to port out?
What is no, they need account number and transfer pin
A representative has the responsibility to assist customers with choices or options before they disconnect a line.
What is, depends on the circumstances but generally yes the representative should present options to the customer to let the customer know there are options.
When a customer has a sub-account they must re-register that account for self-help
What is: yes, the new sub-account must have it's own self help account
What is they can see the full bill on the app or computer in PDF form? they can even print it.
If the customer calls in and wants port out information or assistance they need to be authorized on the account.
What is yes, no account information can be given to a person who can not authorize or validate the account
How many days does the customer have before authorized permission expires? What happens after the authorization expires?
What is the permission lasts 15 days. If the customer does not chose to transfer off the account, nothing changes with the number
The representative should always do the right thing (give some examples of wrong things) when it comes to disconnect DAILY DOUBLE
What is examples of wrong thing right things
What is the difference between creating a sub-account and transferring a line to its own account? DAILY DOUBLE
What is the sub-account is still under the same name as the original owner. The transfer account now has a new owner.
If a customer starts TS their device using the self-help services how does this help with troubleshooting steps if they call in?
What is the account will remark or show the steps they have taken and this will save the customer time.