Escalation Process
How many QA reviews do you receive per track?
How many points are on the call flow?
10 Points
What is the most owned pet?
Freshwater Fish
I just scheduled an order for Fios 400 and one POTS line, but the customer only agreed to set up the internet. I would receive THIS write up for doing so.
The price for the standalone gigabit connection in Optix is $279, but I told the customer that it would only be $259. What yellow offense would this fall under?
Yellow Offense 1 (Underquoting)
What is the escalation process for Red Offenses?
QA Review, Final, Term
Who grades your calls?
Byron Jeffs (SCA)
What’s the most common letter that appears in the English language?
The letter E
It's okay to read the credit check statement any way I want, as long as the customer knows it's a credit check.
Absolutely not, the credit check statement must be read verbatim every time.
The customer is not sure about getting the triple play, so I said: "That's fine, I can go ahead and schedule the triple play and you can make any changes you need to before installation, just call our customer service team." Would this be a write-up for Yellow Offense 4 (Recommending Cancellation)?
No, it's perfectly fine to say that the customer can make changes.
What is the escalation process for Yellow Offenses?
QA Review, Written, Final, Term
How does the QAC test your knowledge when you receive a QA review?
The QAC will reach out to you and quiz you via chat as well as assign an E-learn.
What percentage of the earth is water?
71%
I just informed the customer that the credit check was only required to confirm the business and make sure that there were no past due payments. I just committed THIS offense.
I forgot to read an important phone disclosure to a customer before disconnecting. What should I do to avoid receiving a write-up for Yellow Offense 3 (Incomplete/Missing Recap or Disclosure)?
Call the customer back immediately and read the appropriate disclosure.
Remember to always read the outbound statement when calling out.
How will write-ups escalate within your first 4 weeks of employment?
All write-ups within the first 4 weeks will be issued as an "Acknowledgments"
When are appeals due?
Mondays before 11am
More people visit this country than any other country in the world.
France
I just got permission to place a deposit for DirecTV on the customer's card and confirmed that the business name is on the card. Will I be written up for this?
No, if the business name is on the card, I can use it for any payments that need to be collected on the call.
What does it mean to Prompt/Promise a price renegotiation?
Setting up an order that's contingent on getting the bill renegotiated or using verbiage throughout the sales call prompting the customer to call back in to renegotiate the price. Promising the customer that their bill won't increase as long as they call back in or pay their bill on time, etc.
How many days is a Red Offense Final write-up active for?
180 Days
Where can you find the most updated information on call flow and/or QA offenses?
Succeed!
What is the most densely populated city in the world?
Tokyo at 37 million residents
Failing to read the callback permission statement verbatim, changing the scope of the statement, or selecting the incorrect radio button gin the OE tool.
I accidentally placed the order with the name Jon instead of Don, it's okay, I was close enough. Will I receive a write-up for this? If so which write-up would it be?
Yes, I will receive a write-up for Yellow Offense 2 (Issuing Order Incorrectly)