Procedure
How long should we wait before transferring a customer to another dept.
15 seconds
What does FCR stand for and why is it important?
First call resolution
It directly boosts customer satisfaction by resolving issues immediately, reduces operational costs by lowering repeat call volume, and improves agent morale
When troubleshooting and the customer is not home and we want to prevent a call back what should we ask the customer?
How long will it take you to get home. Preferably within 30 minutes of your first contact with the customer)
What is default aux?
When you are logged in and not taking calls.
Does excessive hold hinder our customers experience and if so why?
Customer may think you are not knowledgeable.
May upset customer more if they already had to wait to speak to an agent.
Makes it awkward
Name 3 things a customer can do in MYadt.com in regards to billing?
What is the purpose of the ADT wifi and when should we use it?
To determine a customer bandwith/signal strength and we should use it on cameras and doorbells even if we have resolved the issue of getting a camera back online.
Whats the four words for ASAT success?
Polite, patient, professional and Proficient
Customer called in says one of her 6 cameras are offline, walk me through how we would handle this scenario. ( Google nest camera)
Expect agent to walk me through using GWF and offer to send some literature and use adt wifi
How often can a customer change their payment cycle from monthly to quarterly on mydt.com?
You cant, customer is only allowed to have money deducted monthly.
If I wanted to know the hold times of all departments which tool would I use?
True or false
If a customer gets a new ISP, should we still run an ADT Wi-Fi on the customers cameras?
True and why?
Why would we use the impersonate button in myadt.com?
To assist with unlocking a customers account.
When we dropship a device to the customer, what are the specific expectations we should be telling the customers.
Since we are WfH, can we update a customers payment info, if so how?