Systems
This system is what should be utilized throughout the entire duration of the call if possible.
Assistedge
The main point of contact for an account. There can be only one.
D2D
What are 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 is the name of the promotion that bundles wireless and broadband products for a monthly recurring discount on either Fiber or AWB?
All in One for Business
This cx called in and is going on a 28 day business trip. What would be the appropriate international feature to meet their needs?
Business Passport
This is the system used to provision Fiber orders.
CRM
This is the contact role that you would use if you needed multiple points of contact on the account. They have the same permissions as the D2D
TCM
What are the three elements that are required in your Warmly Welcome?
1) Brand the call with AT&T Business Mobility Care
2) State your name
3) Ask the customer's name
List at least three resources for promotional information.
(MST, MOP, OIL, Customer Connect, att.com/business)
What are two things you can do if a cx is not able to VID themselves on an account?
1) place an outbound call to the D2D
2) send them to a retail store location with their physical ID
This system is used to provision Internet Backup and DNS security orders.
BOOST
This contact role is limited to their line of service when calling in to make changes.
End user
How long should you have a cx on hold?
No more than 2 min
What are the AutoPay discount options that customer's can opt into?
$5 w/ credit card
$10 w/ debit card or bank account
What would be the best rate plan to put a cx on if they travel out of the country regularly and has a need for a lot of personal hotspot.
Business Unlimited Premium
In this system you can view discounts and offers on the account, maintenance capabilities of users on the account, and internal contacts working on the account.
FaST
What level authorization does the "Owner" of the account have?
End-user access
What are the 3 elements to the "Sincerely Thank" step of the Call Flow?
1) Ask if there is anything else that you can help them with.
2) Brand the call
3) Thank the cx
Where should you immediately check when you are speaking to an end-user and why?
EUMC in Authorization Instructions tab because end user capabilities vary from account to account.
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?
1) Their rate plan MRC will increase by $25
2) If they cancel their service before the 2 year commitment, they will incur an ETF.
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
This contact role is in charge of placing orders and making account changes through the Premier self service portal.
Initial Premier User
We are not allowed to accept SPI over the phone. This includes credit/debit card information and bank account info. How do we accept and process payments over the phone?
AT&T Payment Link
What system should we use as a backup if we are unable to send the OTP through Assistedge?
Telegence
Your cx is traveling out of the country and states that they plan on solely utilizing the hotel wifi to avoid roaming charges. What are some ways you would thoroughly educate your cx on avoiding accidental roaming charges while away from the hotel? What would you suggest as a backup option?
Keep your phone phone in airplane mode and turn your cellular data off.
Suggest IDP as a backup option.