Package building
Tv select
entertainment view
sports view
HBO
Cinemax
3 hd dvr boxes
internet
wifi
wifi pod
voice
311.13
which part of the call flow helps us gather insight on customers and is the hardest part of retention
Discovery
What are three requirements for a customer to be eligible for retention offer
current on bill
maintain all lines
migrate to 3.0
How many instances of spectrum internet can a customer have in a residential home
6
what tool will tell us whether we keep or transfer calls
scope of support for residential queues
TV essentials
Internet gig
2 lines of phone
184.96
This part of the call flow transitions from greeting to asking questions
Bridge to discovery
What are the retention tactics for offers in order
Upsell
value
discount
final save
How many calling features are included with spectrum voice
28
4 content types of article id's in copilot
pr
how
gen
ofr
ehh
mi plan latino
CDVR +
Internet
wifi
wifi pods
phone
195.16
Which part of the call flow do we verify customers email address
Recap and close
What is the max dollars off for internet only customer
30
Most up to date modem
docsis 3.1
what anti virus software do we use for security suite
MCafee
Refraining from putting the customer on hold will reduce this
Mutual silence
See picture
B and E
Name all 6 spectrum tv packages
select
tv select signature
mi plan
choice
essentials
basic
what does emta stand for
embedded multimedia terminal adapter
what bridges customer insights to our offers
Linking statement
Customers will experience this by having our mobile and internet service together
Speed boost
What tv channel can a customer get even if they only have spectrum internet
Spectrum news
4 states we do not service
ND
SD
OK
AR
IA