Payments
When a payment has been applied to the wrong account.
What is a Misapplied Payment
This system(s) is used to submit a bill cycle change?
What is Telegence or OPUS?
Who can reset a passcode?
Who is the account owner?
We use this system to check for a returned device.
What is Order Track ?
Where do we dispute 3rd Party Mobile Content Purchases and donation charges?
What is CCCTool
We use this system when payment masking is not functioning.
What is CALVU in OPUS.
This is advised before any rate plan changes.
What is the Rate Plan Discloser?
This is something we must do on every interaction.
What is NOTE the account?
What is the international plan that charges $10 a day with a max of $100 per month?
What is International Day Pass?
What must be paid when a canceled account wants to resume service?
What is the total balance minus the installment/ETF charges and any other balance that is outstanding with AT&T?
What is required to be advised before taking a payment?
What is the payment convenience fee and 2 free self service options.
This department handles phone line or account cancelations.
Who is Loyalty?
This system is your best resource.
What is Knowledge?
Where the "What's changed since last bill" is located.
What is the 1st page of the bill?
The amount we can make extra on an installment plan.
What is zero? It's all or nothing.
The system we use to request a Hold Release Letter.
What is STaRT?
The best way to glance at the bill.
What is billed charges in Telegence?
Other than the PCF, rate plan change what is another time we ware required to use the verbiage verbatim?
What is credit check ?
"Thank you for Choosing AT&T" is part of what section of the call flow?
What is the greeting?
What is the max attempt to collect on a call?
What is 3 strong assumptive attempts?
This can be charged if the device is returned within 14 days?
What is a restocking fee?
This system is used to find and change the PAH?
What is OPUS or Telegence?
Who is the director of the Johnson City call center ?
Who is Eric Horvath?
What do we do on every call before discussing the account?
What is verifying the account passcode?
Always want to do this instead of proactivity adjusting valid charges.
What is Explain and Sustain charges?