Show:
Systems and Tools
Call Flow and Quality
Transfer Departments
Premiums and Packages
MISC
100
The two systems that you should check at the beginning of each shift.
What is Commercial Connect and Agent Portal?
100
The minimum average QA score for passing ABAY.
What is 72%?
100
The department that we transfer to when the customer insists that they want to cancel their account.
What is CCRG (Retention)?
100
A add-on package that includes 8 HD only channels.
What is the HD Business Package?
100
An FBB for the Entertainment Unlimted pack.
What is (insert here)?
200
The tool that is used to find the regional sports networks for a particular area.
What is the RSN Zip Code tool?
200
An example of an area that must be read verbatim in the call flow.
What is (opening or closing)?
200
The department that we transfer customers to that have service in their home, not in a business.
What is REG?
200
The add-on package that includes 15 starz and Encore channels.
What is the Starz Super Pack?
200
The EFC for a 24 month agreement, and how is it returned to the customer.
What is $480, and it is returned $5 a month for 60 months as long as the account is in good standing?
300
The three things that must be said/given to a customer after they order equipment in OMS.
What is the Support Number, the Order Number and the RCC's?
300
Examples of auto-fail reasons for QA.
What are account authorization, email address, RCC's, CC policies and customer service behavior?
300
The department we transfer customers to so they can set up service calls or order equipment through their protection plan.
What is NEW?
300
The price for the business viewing add-on of Korean Direct.
What is $31.99?
300
The Referral Credit.
What is a credit for $10/for 10 months that both parties recevie?
400
The path taken to add a one time credit.
What is F6 (Billing Ledger), F6 (Ledger Actions), Adjust, use appropriate SAJ reason code and Service code and enter (-) before the amount?
400
The two areas under F7 that must be checked on each call.
What are G2G and Heart Score?
400
The department we partner with to help customers whom do not speak English.
What is the Language Line?
400
The premium channel that can only be added through the Entertainment Unlimited pack.
What is Cinemax?
400
The appropriate way to offer a credit (3).
What is recurring first, smaller amount to larger and never right out of the starting gate?
500
DAILY DOUBLE!
The process to entering a customer issue in RIO, including some steps.
500
The four areas that we can tailor to offer our customers.
What are Protection Plan, ABP, Seasonal Sports and HD access?
500
The department we transfer to for customers who is on the protected/restricted list?
What is National Accounts?
500
The number of receiver (oulet) fees included with the Commercial Entertainment pack.
What is 2?
500
The AAC page that has discounted upgrade prices for equipment.
What is What is Commercial Existing Customer Hardware Upgrade Guidance?