General
True or False: It's okay to access Google Meet to talk to your friend working in a different account here in Alorica.
False.
3-Pointer: What are the 3 Plans that Google Fi offers?
Simply Unlimited, Unlimited Plus and Flexible
What is Connect Cases?
CRM used to manage the all over Google Fi Customer experience.
What is the most affordable Google Fi plan that we have?
Flexible
What are the 4 main roles of a Fi agent?
- Support Fi coverage and device orders.
- Determine the needs of Fi users who contact support.
- Find Solutions to Fi user issues and escalate when appropriate
- Transfer cases outside their scope of support to the appropriate area.
How many minutes collectively can you be late during the PST phase.
45 minutes.
What is the meaning of the acronym MVNO?
Mobile Virtual Network Operator
What are the 2 sets of cards called that we see within Connect Cases?
Read and Write Cards
Up to how many members can be in a Group Plan?
6
How would you stay within your scope of support?
By providing support related to Fi, if not, you may provide general support and route customer to the right LOB
How many percent is considered a passing rate for the Final Assessment?
80%
What does an MVNO (Mobile Virtual Network Operator) mean?
Leasing towers from another courier.
What is the card that we usually see everytime we take a Case?
Overview Card
How can a customer join Google Fi?
Through the website and the Google Fi app.
Sample Scenario: Customer called in asking what are the latest Pixel phone models available within Fi Store. Is it within our scope of support?
Yes
How can you notify your PST Trainer about your late, tardiness and absence?
Alorica Connect
What courier's tower does Google Fi lease with?
T Mobile
What is the Resolution Card?
Read card to check our resources that would help us resolve our customer's issue.
Yes or No: Is a Free Trial available for Google Fi?
Yes! For 7 days.
Sample Scenario: A Google Store customer called in asking if they can purchase a Google Fi sim within store.google.com. How would you respond to the customer?
Assist customer by informing them that Google Fi Sims can be purchased within the Fi Store or any 3PR near them.
What is the main tool we use for communicating with our customers and accessing our KB articles?
Connect Cases
What type of sims does Google Fi offers?
Physical Sim and Esim
What is the difference between verification and authentication?
Authentication - process of confirming the identity of a user or device.
Verification - process of confirming accuracy and validity of information or data.
Sample Scenario: A customer called in asking if their iPhone 13 is compatible with Google Fi. How would you respond to the customer?
Fi works on iPhone 13 but it's beta, meaning, not all Fi features will be supported on this iPhone. Setup also requires a little extra attention, but we'll walk you through it.
Is it still within our scope of support if the issue of the customer is related to their Pixel Phone that is bought within Fi Store?
Yes.