BPI Flow
"I am making a follow up about the escalation I made last week."
After checking the previous interaction, a Case Manager is already assigned to handle the ticket. Which BPI flow should you select to take care of this request?
Case Manager Follow-Up Request
What is the meaning of CPPCC?
Connect | Probe | Pitch | Counter | Close
What is our main tool to check the customer's account?
Singleview
What are the packages that Bell has for TV?
Starter | Good | Better | Best
Who is the President of Quantrics
Alexia Hamel
Jacob is going away for the winter and he wants to cancel his services and reinstall it after 5 months. Which BPI flow should you select to take care of this request?
Request New Seasonal Suspension
What are the 5 Elements of Connect?
Acknowledge | Loyalty Statement | Empathy | Reassure | Transition Statement
What is the tool that we use to check the status of appointment made by the customer?
What is the speed of the fastest Internet Package that Bell has?
Gigabit 8.0
How many OMs do we have in Retention L1?
4
OM Cha | OM Nina | OM Roma | OM Karen
"I want to cancel my service as I received a better deal from Rogers."
Which BPI flow should you select to take care of this request?
Too Expensive
Provide 3 pieces of information that we can use to validate the caller.
Date of Birth
Bill Date
Onebill Account Number
Last Amount Paid
Service Details
This tool will tell us the step by step process to provide the best resolution to the customer.
Blueprints Infinite (BPI)
What is the meaning of SCIT?
Secure Customer Input Tool
What is the meaning of CFS and what is the qualifier for you to be enrolled?
Coaching for Success | 2 Consecutive months for being Q4
"I want to cancel my HP service since no one is using it."
Which BPI flow should you select to take care of this request?
Low Usage / No Usage
What are the 2 types of Validation?
SCIT and asking 3 pieces of Validation
What are the tools (2) that we can use to check if the service or services are available on customer's location.
Ordermax and IQual
What is the other name for VIP Bell Customers (Special Treatment)
White Glove
Who is the VP and Director for Ops Retention L1?
VP Michael Coggles and Director Roselle Garcia
Customer is calling in asking why is he still being charged for the service even he already requested to cancel the service last month. Which BPI flow should you select to take care of this request?
Confirming Cancellation
Discussed the plan, discussed the full details of price and mention atleast 1 Bell Exclusives of the service/s.
Tool that we can use to mirror the account of the customer on our end.
Profile Search Tool
What is the Employee ID of TL Daboy
EZ18602
What is the meaning of CREED
Collaborative
Respectful
Empowered
Effective
Dedicated