Call Flow
Thank you for calling Spectrum Mobile. My name is _______. How can I help you?
What is the Open?
Requested Due Date Less Than Published Interval
What is the 1M error code?
People who have a this believe that even if they struggle with certain skills, their abilities aren't set in stone.
What is a Growth Mindset?
GEN8404
What is MCS: Agent Dashboard?
DPP
What is Device Payment Plan?
What information is covered for the mandatory account review when the customer is early life cycle?
First Name Required or Incorrect
What is the 8E error code?
Time where neither you or the customer are speaking.
What is dead air?
Your main tool for tracking interactions with the customer and accessing other tools.
What is AgentOS.
5
How many methods of payment can be stored?
Reiterate the customer's issue, and provide a statement of understanding and/or empathy to show you are listening.
What does the A in ARM represent?
What is error E3749?
eSIM Activation Failure
Examples may inclued "How are you doing today?" or "What's the weather like where you're at?".
What are pleasantries?
Where you will activate devices.
What is SM360?
Via SMS text message or email notification. Never paper or PDF.
How does a customer recieve their bill notice?
Ask a question to either check for understanding or move the conversation to the next step of the resolution.
What does the M in ARM represent?
MDN Not Found
What is error code 6A?
The ability to understand and share the feelings of another.
What is Empathy?
Where you will find tutorials for various types of mobile devices.
What is Qelp?
SM360 > Billing > Manage Payment Methods
How do you add a new payment method?
Answer the question by informing, reinforcing, or positively reframing. Focus on what we can do and/or what is positive about the situation.
What does the R in ARM represent?
Port Request Already Pending Duplicate Reques
What is error code 6N?
It is a way of listening and responding to another person that improves mutual understanding.
What is Active Listening?
Used to check the details of a port request.
What is Syniverse/Crossroads?
SM360 > Billing > Issue Credit
How do you issue a credit on the customer's account?