Systems
Benefits of this system include:
Single Sign-on, one-click launch, dashboard 360 view, workflow automation, reduced average handle time, IVR interaction, and quick search.
What is Assistedge?
OPUS
What is "One Point Universal System"
What are the requirements to verify an end user?
1. First/Last Name
2. End User PIN
3. CTN
4. Business Name
What is the AT&T Promise?
PIE and the Call Flow
This is the back-end system for most of the systems used on a call, for example, Clarify, OPUS, TORCH, etc.
What is Telegence?
This system is used for activations, account maintenance, and equipment upgrades.
What is OPUS?
FAB
What is Features, Application, and Benefits?
What is the numerical difference between FAN Contact PINs and End User PINs?
FAN Contact PINs (5-7 digits)
End User PINs (4-8 digits)
How many steps are in the Call Flow?
6
True or False. The International Day Pass is limited to 10 days per billing cycle for all customers.
False. This is for consumers only.
This system enables users to:
verify customers, identify and record customer needs or issues, determine resolutions, create commitments and cases, escalate issues, and launch other systems
What is Clarify?
BMC
Business Mobility Care
If an End User does not have their PIN, what else can they use to verify themselves? What is required in addition to these alternatives?
1. Account # (BAN)
2. IMEI
3. ICCID
One Time Pin is required when verifying with these alternatives
VID takes place in which step of the Call Flow?
What is Warmly Welcome
Describe the difference between International Dialing and International Roaming.
International Dialing: calling from within the US to another country
International Roaming: using talk, text, data while in another country
The following tabs can be found in this system:
Customer Profile Info, FAN Details, Customer Contacts, Account Exec Info, and Contract Info
What is FaST?
CRU
What is Corporate Responsible User?
When discussing customer contacts, this role has the same permissions as the Day-to-Day.
What is Telecom Manager?
Recite the Intro to your Warmly Welcome to a customer.
"Thank you for calling AT&T, my name is ______. Who do I have the pleasure of speaking with?"
"Hi ______, before we get started, I want you to know that YOU are my priority, and my goal is to provide you with exceptional service today. How can I make your day better?
What are the only two things that Clarify should be used for from here on out.
Cases and commitments
The main tabs in this system include:
Menu Bar and Tool bar, BAN Header and Tabs, Financial Tab, BAN Profile Tab, Agreement Tab, Feature Tab, Profile Tab, Memos
What is Telegence?
IVR
Interactive Voice Response
List three types of callers associated with FAN Contact PINS?
Authorized Order Placers (AOPs)
Telecom Managers (TM)
Day-to-Day (D2D)
(answers may vary)
What is the name of the resource that walks you through the steps of the call flow with suggested verbiage and related systems that should be used in each step? This is an editable template that you can use on every call.
What is the Call Flow Contact Sheet.
Describe the difference between the two types of installment plans AT&T offers. Your description should include the name, price, and upgrade eligibility.
Basic: No additional fee besides the installment MRC for the device. Must pay off the full device before upgrading.
NextUp: An additional $6 a month. Customers can upgrade after paying off 50% of the device.