Systems & Tools
This system is what should be utilized throughout the entire duration of the call if possible.
AssistEdge
What should you do if you are unable to VID a customer over the phone?
Send them to a retail store location with their physical ID.
What are the names of the Unlimited plans that we currently offer?
Business Standard, Business Advanced, Business Premium
List at least three resources for promotional information.
(MST, MOP, OIL, Customer Connect, att.com/business)
You need to thoroughly educate your cx on possible reasons why their device is ineligible to be unlocked. (at least three reasons).
Active service contract, installment plan, inactive mobile status, past due balance, etc.
This system is the back-end of the majority of the other systems that we use. It can be used as a back-up for any account changes that are not processing in OPUS. Known as “The Billing System” or “The Biller”.
Telegence
List the 8 Steps of the Call Flow.
Warmly Welcome, Call Conduct, Uncover Needs, Personalize Solutions, Gain Agreement, Thoroughly Educate, Recap the Call, Sincerely Thank.
What are the feature options (w/ pricing) that we offer for international roaming?
IDP $10/day
Passport $100/mo
When you are creating a new account for a new AT&T customer, you are not able to VID them as normal with a PIN or OTP, what is the VID process?
Use at least 2 of the sites listed in the Fraud Prevention article in Customer Connect to verify the business. Place an outbound call to the business.
You just placed a Fiber order for your customer, but a tech won't be available for installation for another week. What should you offer your customer as an internet solution in the meantime?
AWB (or internet backup for no commission)
This system is used to look at payment history and setup payment arrangements. We NEVER process a payment using this system.
ExpressPay
What is the AI tool that will follow you throughout the call and provide you with suggested verbiage, discovery questions, and product recommendations in align with the Call Flow?
ChatR
How much is the Long Distance calling feature?
$15/mo
What system should you immediately check when you are speaking to an end-user and why?
FaST for the EUMC section. This list varies from account to account.
You see a red credit check box when you go to try to add a new line of service. Where do you go next?
SCI
This system is used to process Internet back-up orders.
BOOST
What is the name of the resource that you can use to follow the Call Flow. It outlines each step of the Call flow with suggested verbiage and system usage. It is an editable template that can be used on any call.
Call Flow Contact Sheet
This feature can only be added at the time of purchase for a new line of service. Once it is removed, it cannot be added back on until a new device is purchased or upgraded. It is only available on a 36 month installment plan.
NextUp
What tool is used to issue credits and adjustments?
CDE
Your cx is placing their new device on a 2 year service contract. How would you thoroughly educate on the impacts of this on their bill?
Their rate plan will be $25 higher than normal. They will incur an ETF if they cancel service before their the end of their service contract.
What are the two agent facing resources that we use to assist customers with the self-service portals. They can help with login and registration issues or to mirror cx accounts.
myAT&TZone and PremierCSR Tool
How often are you able to issue a Goodwill courtesy credit for small business accounts.
Once every 6 months
What is the name of the insurance that plans that we offer AND the name of the company that we use?
Protect Advantage with Asurion
Describe the All in One for Business discount that customers receive on ABF or AWB MRCs.
$30/mo discount for ABF
$20/mo discount for AWB
Your cx wants to exchange their device that they just bought two weeks ago for a different color. What are the steps you would take to complete their request?
Check order track to verify they are within their 30 day BRE period. Email them an RMA shipping label through Pitney Bowes. Process the BRE in OPUS.