Verification
What part of the call flow is verification done in?
Warmly Welcome.
What system is known as the "Umbrella" that launches all other system and applications?
AssistEdge!
What does a TOBR mean?
Transfer of billing responsibility.
Transferring a user from one AT&T account to another (CRU to IRU)
What part of the call flow is asking high ended questions?
The communication framework -High value questions- are apart of the Uncover Needs section in the call flow!
What is one of the core values from OneTouch Direct?
Being an abundance of kindness
Embracing the ambitions of others first
Unstoppable passion to be better every day
Building trust through transparent and candid communication
Living life With enthusiastic possibility!
Should you read the CPNI on every call if the customer does not have permanent consent?
YES!!
What Tab in FaST would you check for service discounts?
Offer Elements.
Who is qualified to have a Business account?
Small Business owners
Large Business owners
Sole Proprietary, Individuals with personal businesses
Anyone that has a business!!
What can cause proration to a customer's account?
New Activation/First Bill
Plan Change Mid Cycle
Bill Cycle Change
Cancellation Of Service
What system has the flat footed ferret logo?
TORCH!
What can a Day to Day do that an Authorized order placer cannot?
Change User roles on the account.
What system is used to process, shop, and provision all Broadband and Fiber orders?
CRM!
What is an example of going from CRU to IRU?
TOBR!
What does an IRU mean?
Individual Responsible User
The Individual is financially responsible for the account.
What does the Japanese Koi Fish mean?
Luck, and Prosperity!
We wish you luck and prosperity for your future careers here at OneTouch Direct!
All Verified callers are required to provide the following..
Callers Full Name
Account Name
Customer telephone number or Account Number
Pin associated to the account
OTP If making changes to the account
What system is used for troubleshooting devices and unlocking devices?
TORCH!
Where would urgent messages be located?
such as TOBR or Fraud notes.
Important Information Messages!
What does a CRU mean?
Corporate Responsible User
The Corporate is financially responsible for the account.
What tool provides Products, Promotions, Rate plan calculators, and Services?
Mobile Sales Tool.
What users can make changes to the account and what users cannot make changes to the account over the phone with representatives?
Can:
AOP, Day To Day, DM, TCM.
Cannot:
End Users(Check FaST), Initial Premier Users, Owners, Authorized users.
What system is used for real live account updates, billing system and bulk transactions?
Telegence!
What are the qualified business rate plans?
Unlimited your way - Standard, Premium, & Advanced!
Expired - Starter, Performance, Elite-
Mobile Share & Pooled plans!
Enlist all of the steps of the call flow and what part of the metrics does this help?
Warmly Welcome
Uncover Needs
Call Conduct
Personalize Solutions
Gain Agreement
Thoroughly Educate
Recap Call
Sincerely Thank
& All Metrics!! FCR, ORS, NPS!
Who is the Director of the training department?
Millie Fleming!