Bridge Jeopardy

What Troubleshooter Flow?

100

"I would like to Return My Spectrum Equipment "

Equipment Return Tree

200

My internet goes out multiple times a day 

 INTERMITTENCY - TROUBLESHOOTING

300

My internet drops when I go to the basement of my home.

Internet > Connectivity > Wifi Coverage

400

I see a black screen on my cable box 

Video Services > Black/ NO screen 

500

I am having troubles with navigating my Spectrum Tv app - I am getting an error message I never seen before.

Internet >Internet Services > Advanced Streaming 

What Tool/Path/Procedure should you take?

100

I need to turn on port forwarding 

WIN TOOL

200

What tool do I use regarding Misapplied Payment?

UCM

300

Where Can I check for T4 timeouts? ( a few ways)

Scope> Logs> Search

Agent OS ( Modem Question mark) 

400

I need to manage a Spectrum Provided AWG (wifi)

Scope> Manage Devices 

500

How many pods can "123 Main St Apt 88" order? 

NONE! MDU's cannot get wifi pods

What Level of Authentication/ Verification

100

Who can receive basic troubleshooting?- What must be done first ?

Verified Caller - Verify the name and address

200

If there is no match from the IVR or VOICE ID -

What information is needed for the verification.

Ask for the following: 

• Full Name of caller (First and Last Name)

Then validate (1) of the following not used in the search:  

• Account full service address: Street Number, Street Name, (including unit # when applicable), City, State, Zip Code
• Telephone number on account
• Account number

300

I want to change the billing address

Do I verify and authenticate- Is this a AH or AU allowed?

Account Maintenance - AH ONLY

• Change to Billing Address

400

I want my IP address- How would you handle this ?

We CANNOT provide this information over the phone whether they are authenticated or not - They can use the MSA. 

500

I want to swap my modem, do I need to authenticate? 

YES

Metric Related

100

Attendance Goal ?

How can I achieve this?

100%

-Communicate needs

-Plan ahead -and save PTO 

- Improve performance for an opportunity to WFH ( many benefits)

200

FCR

What should I provide before the call ends? What does it consist of?

RECAP

Go over reason of the call, the resolution and a self service/ehh - close the call with Spectrum branding!

300

TRP Goal?

78-80%

400

Transfer

" I want to know why my bill has went up $46 from last last month"

Who handles this? and What tool do we have at our disposal? 

We do- IVR 

Billing Tab > Comparison tool 

500

SAM-

Customer calls in:  " I've had three techs, and your company can't seem to fix the issue, this is causing me to miss work?"

What is needed?

ARM STATEMENT 

An acknowledgment statement is used to acknowledge a customer's concerns, feelings, or issues. It typically involves expressing empathy, understanding, or gratitude and serves to validate the customer's experience. When a customer has an issue with a company, they want the company to be aware of it.

Acknowledges the reason of the call, a Response with Ownership and confidence, you to Move on with your probing questions/ troubleshooting,