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HOT TOPICS
QUALITY
KNOWLEDGE CENTER
CAT
Charter Gateway
100
Discounted residential internet
What is SIA?
100
Verified customer intent, utilized LFBB, addressed features/benefits based on discussion, provided value with other package options.
What is Discovery?
100
The process that determines if a customer is required to prepay prior to having new services installed.
What is customer verification?
100
Displays up to three noteworthy items regarding offers, competitors, or other important changes.
What is Breaking news?
100
Provides the ability to find a Spectrum store location
What is Spectrum store location?
200
To assist in the increase of the completion frequency of Serviceability surveys prior to installation on addresses that have never had active service.
What is the South Region Serviceability Pilot?
200
Provided standard greeting/determined reason for call.
What is greeting?
200
The process that verifies that a location is capable of supporting Charter services.
What is Serviceability?
200
Displays important information regarding competitive carrier's equipment, features, and services, as well as the Charter Advantage over each.
What is more competitive info?
200
Localized line up information for NPP and SPP customers.
What is channel lineup?
300
Residential customers in St. Louis,MO and Reno, NV has this option.
What is Triple Play Self-Install?
300
Offered additional assistance/used standard closing Provided all relevant and accurate information Recapped call and confirmed all information
What is Reacap and Closing?
300
Provides TV and internet customers options to view television programming content via mobile or connected devices.
What is the Spectrum TV App?
300
Items such wire maintenance, equipment fees, installation changes, and activation charges.
What is ancillary devices?
300
Used for zip code and address look-up
What is USPS?
400
This is utilized to verify the Customer Service Record (CSR) for a telephone number that a customer is requesting to port to Charter.
What The Real Time CSR Tool (RT-CSR)?
400
Gained agreement on course of action Verified order details/all updates made
What is resolution and reschedule?
400
Provides unlimited calling to 70 countries and low per-minute rates to the rest of the world for only $5 per month.
What is Spectrum Voice International (SVI)?
400
Side-by-side cost comparisons, by the line item, of Charter's and competitor's offers.
What is cost?
400
Look up a provider for a customer who is not in a Charter service area
What is Cable Movers?
500
An initiative that encourages the agent to identify a potential "Bad" customer experience call.
What is Rate A Call?
500
Customer mistreatment Poor sales tactics Call avoidance/forced disconnect Inappropriate call transfer Call riding Employee handbook
What is auto fail?
500
A real-time, over-the-phone interpreter service that helps Charter take care of its non-English speaking customers.
What is language line?
500
FUN STUFF!!! Share a joke to the class!!!
FUN STUFF!!!