ADHERENCE
What is make busy 5 used for?
Outbound a.k.a Dialer
what legacy tools are used for orders with internet?
Simple and BCRIS
Which button do I press to put a client on HOLD and which one to remove them?
Red button - HOLD
Blinking light - Remove from hold
Member called to know why the subscription of his/her table has been suspended... What do you do?
BPI - unable to assist - misdirect - incorrect queue - external - Virgin Care
Bonus : Is it a Bell or Virgin call?
When should you refresh your customer ?
EVERY 2 minutes
if your shift starts at 9:00am, at what time should all your tools be open?
9:00am.
where do you remove s-codes?
BCRIS
How do you refresh a client when on the line with an other department?
You push on the - TRADE CALL button on your phone
Client called want to reschedule but you ''the agent'' is unable to find their Order# in OrderMax... What do you do?
1. Ask if they have active services or pending order
2. Ask for Phone # provided to agent when creating order.
3. Ask for postal code.
4. Ask for emai address
Is it appropriate to use slang on a call?
NO
true or false...make busy 3 is for a 15 minute break?
FALSE
make busy 3 is used for LUNCH
what tools can you use to see what services are offered to the customer?
iQual and Ordermax
TRUE or FALSE
Can I cold transfer to 4466 (Abay-assistance)
FALSE
- Always wait for permission to transfer a call over to ABAY assistance
Member called provide you an order# and you notice that the order is cancelled... What do you do?
1. Validate the customer
2.Investigate
3. Informe cx that order is cancelled
4. recreate the order (if possible)
**BONUS **5. Use information on cancelled order to provide to CAS
How many times should you brand Bell or Virgin Plus during a call ?
at least TWICE
1 - Start of the call
2- End of the call
What make busy do you use for huddles and when should you remove it?
make busy 4 and remove it as soon as the huddle is over.
when do you use Job Status Viewer?
every call where investigation is required.
Give an example of P's when receiving a call...
for example; Polite
1. Be Prepared
2. '' Present
3. '' Patient
4. '' Professional
5. '' Proactive
You receive a call from an agent requesting an address change... What do you do?
1.Validate agent
1.2 -Start BPI
2. Ask if client on the line
3. If no - Client must be present on the call and they can call 310-Bell or 1-888-999-2321
When requesting assistance on a call... What should you do before talking to your support staff?
Have your client on HOLD/MUTE before support arrives!
What % is the target for adherence?
93%
what is TN SELECT used for?
Change a home phone number.
What's the transfer process?
1. Informe client you'll transfer them
2.Blinking light + Arrow with drawing of agents
3. 9+ followed but the #
4. Follow the required prompt based on the customer request
5. Release me - Once you've reached the proper department
Agent called requesting to cancel a pending order... What do you do?
1. Validate agent
2. start cancelation request on BPI
3. Ask if cx is on the call
3.1 If cx is not on the line - Informe agent can't proceed with request
3.2 Advise agent to get the cx to call us
When is it justifiable to hang up on a customer?
When a customer is being verbally abusive and you've given them 2 warnings.