Enter Title

PF Infrastructure

100

• What does NAP stands for?

1. Network Acess Point

200

What does FIFA mean?

1. Fibre inventory Fulfillment and Assurance

300

What is the name for our TELUS Fibre Optic

Purefibre

400

• What does FDH stands for?

1. Fibre Distribution Hub

500

How does the Fibre infrastructure get to a customer’s home?

1. CO/OLT > FDH > NAP > Drop > Customer Premise

Infraestructure

100

What types of drops do we commonly work with?

Aerial, Conduit, Buried (underground), Complex/transitional.

200

What two tools can we use to find an FSA?

1. Fibre Maps and Outcome / Casa

300

If a working clearance path or partial clearance path exists in FMS for the service address, the system will always recommend an RIT (SW, RW, or F) even though there is no clearance path available in Check Service Availability? is it True or False?

True

400

What does OLT stand for?

1. Optical Light Terminal

500

How many days do we take to install the most common type of drops?

Aerial

Conduit

Buried/Underground

7 days to place drop + 2 buffer days = 9 days total

7 days to place drop + 2 buffer days = 9 days total

• Buried (Complex Drop): 14 days to place drop + 2 days buffer = 16 days total.

Systems

100

Mention 3 FIFA Tools?

CSR, Remedy, Netcracker

200

How do we identify a FIFA account in DT1

Thru the Orange Icon next to the service Registration number

300

Is it possible to provide a new offer price discount and a GWP for a new customer?

NO

The new customer can get either the discounted price offer or a GWP but not both.

400

What are the benefits of PureFibre?

1. 100% fibre optic network

2. A direct connection to the home

3. Download and upload at equally fast speeds

4. Your home future-proofed

500

If the customer would like to change some channels on the current Optik TV plan what option do we need to select?

Change Channels

Daily Topics

100

1. What date des Telus quick connect update will occur in Edmonton 

• July 20th

200

Is the EAR available for pik tv?

No

300

what can we offer for students who need only a MTM internet plan? 

the 2021 student internet plan, which gives them $20 off for 12 months 

400

What date does the FFH internet rate increase and decrease was launch?

July 1st, 2021.

500

What date Netflix's premium rate will be increased and how much will be the increment?

October 2021 and will be increased $4

Non Negotiables

100

What is the right time to authenticate the customer?

Agents must authenticate the customer at the beginning of the call before making any account changes or divulging any information about an account.

TELUS requires the Account PIN to authenticate the caller's identity

200

Is the authorized user empowered to cancel an account 

Only the account owner can cancel the account.

300

2.   If the account was verified through IVR what should the agent do.

acknowledge customer by saying 

thanks for verifying the account trough the IVR

400

Mentioned the 10 non-negotiable standards

Call back Policy

Documentation

Authentication

Call avoidance

Web Browsing

Unwillingness to help

Rude unprofessional

Proactive credits/escalations

CCTS process not followed

Sales integrity

500

If the customer does not know the account's pin number what you should do?

You should ask for 2 pieces of information registered in the account