Preventing Callbacks
SAM Definitions
SAM Ins & Outs
Expectations
Is This a Transfer?
100
This App is free to download for all of our Residential customers, giving them the option to pay their bill, get 24/7 chat support, confirm appointments, and much more!
What is the My Spectrum App?
100
This type of statement should be provided on every type of call to show understanding and ownership.
What is an ARM statement?
100
Your calls are split into this many sections for weighing SAM, but should all still be treated equally!
What is 4?
100
This is the expectation for your SAM score percentage by the end of the fiscal month.
What is 76.5%?
100
A customer calls in requesting to add a cable box to their bedroom. After reviewing the account, the classification of the account is marked as TENANT. Would you keep or transfer this customer?
Transfer to SCS Bulk Repair - Video (non-Xumo)
200
It is recommended to send these electronically to our customers to help prevent callbacks and answer further questions they may have after your call ends.
What are Email Helpful Hints? (EHHs)
200
Statements such as "thank you for choosing Spectrum" and "thank you for being the best part of Spectrum" are referred to as this.
What are value statements?
200
Multiple Choice:
Which of the following statements is true about silence, laughter, and speaking over the customer?
A. All of these practices negatively impact your SAM
B. Only silence negatively impacts your SAM
C. Only laughter negatively impacts your SAM
D. Only speaking over the customer negatively impacts your SAM
E. None of these practices negatively impact your SAM
What is E.
200
This is the expectation for how often your troubleshooting flow should be used.
What is 70% of all calls OR every troubleshooting call?
200
A customer calls in stating that a cable line in front of their home is hanging down low above their driveway. After reviewing the account. You see that this customer only subscribes to Voice services. Would you keep or transfer this customer?
Keep (schedule appointment/submit UCM)
300
Customers can visit this website for completing or continuing the Self-Install journey.
What is activate.spectrum.net OR spectrum.net/selfinstall
300
This term is defined as "the ability to understand and share the feelings of another."
What is empathy?
300
This formula is used to calculate your SAM percentage. (Ex: __ calls + __ calls = SAM %)
What is positive + neutral calls / all total calls OR all non-negative calls / all total calls?
300
DAILY DOUBLE: This type of form is being requested to be submitted for issues regarding Xumo devices such as being unable to regain connectivity or if a Xumo needs to be swapped for any reason.
What is Cross Functional Feedback? (CFF)
300
A customer calls in stating that they had made a payment with the IVR, but it did not post to their account. However, they did receive a confirmation email for the payment. After research, you determine that the payment did not go to the correct account. Would you keep or transfer this customer?
Keep (submit UCM for missing/misapplied payments)
400
If an appointment is canceled but is still needed, the appointment can be scheduled once again from the My Spectrum App within this amount of time of the cancellation.
What is 48 hours?
400
This term, defined as creating a close or harmonious relationship, should be built with our customers in order to minimize silence and build trust.
What is rapport?
400
As your call goes on, we want to make sure that this is being provided to our customers to ensure that they have an understanding of and to sell the resolution.
What is a recap?
400
As a team expectation, we in Los Tiburones want to make sure we are helping each other first. If we do not get a response, we should wait this amount of time before reaching out to a lead line.
What is 180 seconds OR 3 minutes?
400
A customer calls in regarding Voice services on their account that they did not request. After researching the account, the order for a self installation is still open and the customer's account is in a CSG market. Would you keep or transfer this customer?
Keep (submit UCM for cancel voice services w/ pending order)