IDA
What 3 sections of an account numbers
What is Corp, House, and customer.
what is the first step to Modifing a service
What is Clear Codes
What is CPNI used for?
Verifying the Customer
What payments do we Accept?
Cards and bank accounts
What is A SRO?
Special Request Order
Where do you find the customer products?
What is Current Services
what speed do we not have for promos?
What is 200mbps and 100mbps
if a customer can't be CPNI what do we do?
What is Nothing
what is the max amount of months we can credit a customer?
what is 3 months?
why would we swap a modem?
to make sure the modem is adequate with the speed
What Are the 3 codes for a T/C
What is 336, 153, and 154
where do you find our rate codes for moified services?
KDB
7 CPNI options?
Access Code, tax id, last payment, mac id, # tv boxes, last 4 of payment and calling primary #
what are the 3 codes for credits in adjustments?
81 82 83
how do you clear a hold
go to collections and clear date and uncheck all boxes
How do you end your calls in Ida?
What is Comments or Tagging
if a customer wants to remove a service, what do you do first?
offer a promo keeping the sevices
how do we CPNI Outbound Calls
Calling Customer and they answer
when can you stop or changes autopay preferences?
never
A customer calls to modify or disconnect 8 accounts what can you do?
only complete 5 send customer back in call pool for the other 3 accounts.
What 3 tabs do we find when a customer called in,when a agent helped a customer, and any pending actions on the account
Pending Activity Tab, House History Tab and interaction tab
if you have a error will you be able to continue?
No
if an agent transfer a call and tells you the customer CPNI what do you do
still verify the account
customer calls and tells you that they were not suppose to be charged for an install what can we do?
check the House history tab and offer a 1time credit for that install
what should you do when you leave your desk
lock your computer