Introduction
This phrase we use when we answer the phone.
What is "Thank you for calling All Connect. This is _______ on a recorded line. Can I get the last name on the account please?"
This is the center goal for Conversion.
What is 30%
We must say this in the first 20 seconds of the phone call.
What is "Recorded line"
This equipment allows you to get internet into your home.
What is a Modem?
This device is a all-in-one modem and router combo that transmits information faster.
What is a Gateway?
This process if followed at hesitations which can sometimes stop your call.
What is the AVQ Process?
Doing this on your call can create questions or worse, a hesitation.
What is the "pause of death"?
The act of collecting data and typing it into our system.
What is "Data Capture"?
This is the most commonly used technology when it comes to home entertainment.
What is Cable?
What is Satellite?
This is used to create a bond/drop the customers guard on the front end of the phone call.
What is Rapport?
We are expected to set up customers with this program at least 90% of the time.
What is the "Savers program"
Not spelling these things back can lead to a bad customer experience and possibly compliance.
What is
1. First and last name
2. Address
3. Email address
This is a unit of Usage/storage.
What is a "Byte"
This allows you to stop, record, and rewind on multiple TVs.
The "Yes Momentum" is offered when offering these.
The process you follow when in the discovery stage of your call.
What is "QRI"
(Question, Response, Interactive statement)
This must be read word for word.
This type of Technology requires a "dedicated" connection.
What is dial up.
This is expressed in BITs per second
What is "speed"?
These three key pieces of information are collected during the introduction.
What is:
1. Customers first and last name
2. Full address/ownership
3. Move-in-date
This is our conversion goal for First Energy calls.
What is 19%
Collecting this allows our partners to call the customer back.
What is TCPA?
These are the 3 types of entertainment technology used today.
What is:
1. Satellite
2. Fiber
3. Cable
These providers use a Fiber technology.
What is:
AT&T
Frontier FIOs
Verizon FIOs