Acronyms
BYOD
Bring Your Own Device
What is Broadband?
High-speed Internet
Name the resource that agents use to mirror the customer’s perspective as they navigate through the self-service used by consumers.
myAT&T Zone
When transferring a customer to another department, what type of transfer should you use 100% of the time?
Warm transfer
What does AWB stand for?
AT&T Wireless Broadband
SPI
Sensitive Personal Information
What two Broadband products does AT&T offer?
AT&T Business Fiber and AT&T Internet for Business
How can you access myAT&T and Premier?
myAT&T - app or website
Premier - website
Describe the difference between a warm and cold transfer.
Warm transfer: The original agent introduces the customer and situation to the receiving agent.
Cold transfer: The original agent places the caller in queue and does not wait for the receiving agent to get on the line.
True or False. Customers must have an AT&T Broadband Product in order to add AT&T Phone for Business.
True
DNS
Domain Name System
Name the different icons you would click in CRM to complete the following actions:
1) Start a new order
2) Add a service or update an existing account
1) Shopping cart icon
2) "Find caller" icon
Who uses myAT&T? (3)
Small businesses, consumers, AT&T Signature Program customers
What tool is used for transfers, conferencing, placing calls on hold, etc.
Coral
The number of lines a customer is eligible for with AT&T Phone for Bus is dependent on what?
Broadband transport type and speed
SCI
Sales Credit Interface
Explain how each tool is used to complete an internet sale.: Assistedge/CRM, BRPC, IPBB Chatbot, AT&T Appointment Manager.
Assistedge/CRM: check eligibility; BRPC: build a quote; IPBB Chatbot: assist customers with completing their internet registration; AT&T Appointment Manager: prepare and manage installation appointments.
Who uses Premier?
Global businesses, Enterprise businesses, and FirstNet
What is the procedure with transferring calls when it comes to an 800 number?
We do not transfer. Provide the number to the customer so that they can call for assistance.
What system(s) is/are used to order AWB and AT&T Phone for Business?
AWB - OPUS
AT&T Phone for Bus - CRM
BOOST
Bolt-On Ordering & Sales Tool
Describe the difference between the following types of orders: speed change, Move F&T, and New Provide
Speed Change: Changing Speed or Transport option but NOT the address
Move F&T: Changing the address but NOT the speed or transport option
New Provide: Changing the address AND the speed/transport option (Starting new service and ceasing old service)
What is the name of the tool used to mirror Premier accounts AND how do you access it?
Premier CSR Tool in the Link Center of Customer Connect
What should you do if you receive a call from a customer that only speaks Spanish? What should you never do with a call like this?
Place the customer on hold and conference in a translator from the Language Line. Never transfer the customer to the Spanish queue.
What are the three AWB Plans?
Core, Pro, and Ultra