Payments
Payment arrangements
Samson/Atlas
Credits
Call Flow
100

how much is the payment support fee?

10.00

100

how many parts can a payment arrangement be set up for? 

2

100

what system do you use to set up a payment arrangement?

Samson and Atlas
100

What code would you use for an international call?

INTRMA

100

What do you use to verify into an account?

pin or one time pin and social

200

What self help options to avoid the payment support fee do customers have?

Myt-mobile.com, T-mobile app, and IVR 

200

Can a customer change the date of a payment arrangement after its been set?

No

200

what system do you use to make a payment?


Atlas

200

Who can apply a credit?

Expert, Retail Manager, Coach, or Manager

200

How do you make the call more personable?

Saying the customers name
300

What does the acronym RP mean?

Returned Payment

300
What is the max amount of time between the installments the system will give?

14 days

300

What system can you view the bill?

Samson and Atlas
300

Do you proactively offer a credit?

never/no

300

In order to make an account change you must ......

send a one time pin and be speaking with authorized user or brp

400

Can anybody make a payment on the account?

Yes, they can pay as a guest even if not verified but advise of fee if with representative. 

400

When does the system require a payment in order to set up a payment arrangement?

When the balance is over 30 days past due

400

What system do you use to credit the bill?

Samson 

400

Where can a customer view their credits?

T-mobile app, MyT-mobile, or PDF bill 

400

What should you use at the end of every call?

resolution close/ FCR statement 

500

What is the negative File?

The customers payment method is blocked for either 30 days or indefinitely depending on the number of returned payments.

500

When can you delete a payment arrangement?

  • Customer made an error and calls within 24 hours to explain the PA was set for the wrong date.
  • Customer is explaining T-Mobile made an error and it is within 24 hours of the original arrangement, or longer, if the memos support their complaint T-Mobile made an error.
  • Customer's account is current with no past due balance, has an active PA, and the customer is requesting removal.
  • Customer’s account is current with no past due balance and the customer is requesting an account change that is being prevented due to the existing payment arrangement.
  • Customer was issued a balance impacting adjustment after the PA was set up, the balance owed is now less than the amount of the PA and needs to have it corrected.
500

What System do you change a customer's bill cycle?

Samson

500

When is it acceptable to give a credit?

Only issue a credit when it's within policy, resolves the customer's issue, and credits have not been applied for the same issue (unless it's a recurring promise).


500

What sets the tone of the call?

Signature response 

M
e
n
u