Customer Solutions Call Flow
Which phase of the Customer Solutions Call Flow would you manage a customer's objections to your first offer?
Resolution
Aaron called about a recent TV Select price increase. How should you handle this request?
Keep the call and assist the customer with their request
Which tool built into Agent OS should be your first option for product, service, or business rule questions?
Agent Assist
Bill is having issues connecting to WiFi in a far bedroom. What would you offer to improve connection throughout the home?
Wifi Pod (Extender)
A TV Select Signature customer can add Select Plus for ________.
$10
List the four tactics used in the resolution part of call flow.
Upsell, Value, Discount, Final Save
A customer wants to take over their roommate’s account. How do you handle it?
Create a UCM Ticket
What is included in the customer intent screen on Agent OS?
Line of business at risk, customer pain point, competitor.
What is the maximum number of Pods allowed in an eligible location?
5
How many Regional Sports Networks (RSN) can a customer add to TV Choice, and how does it count?
Maximum of 1; counts as 1 of the 15 channel choices.
Describe the items covered during the greeting phase of the call flow.
Greet the customer; respond to the reason for the call; provide empathy/sympathy statements; perform required authentication; use a Bridge to Discovery statement
What must be completed before making any service changes or giving out account-specific information?
Authentication
What information does the serviceability team need to set up a serviceability SRO?
Nearest cross street; color and description of the house; if the address is an apartment.
Ondrej wants to use his laptop anywhere in his home without plugging into the modem. What can you offer so he can connect wirelessly?
Advanced Wifi
TV Platinum includes ___________.
Entertainment+, Select Plus, Sports View, Starz/Starz Encore.
Describe what 'The First 30 Seconds' is within the Greeting phase.
Hands off the keyboard; build rapport up front with tone/empathy/enthusiasm.
List information never to be provided to a customer.
Your full name, your PID, the call center address
Work order comments on truck roll installs or upgrades must include which critical information?
Number and types of TV equipment (DVRs/Receivers); number of outlets being activated/installed for TV; Spectrum Internet speed the customer is subscribing to.
What is the minimum length of price guarantee for Customer Solutions offers?
1 Year
Which options does a customer with Select Plus receive that a Select Signature customer would not?
All RSNs in the area; MLB Network; NBA TV; NHL Network; NFL Network; Tennis Channel.
After completing discovery, how do you transition into the resolution & gameplan phase of the call flow?
Use statements linking customers' needs to the value of Spectrum products.
What are the requirements to be eligible for Commission?
Take a minimum of 25 calls and meet shift log on average threshold.
You just upsold Spectrum Voice to your customer. What process must be completed before you end the call?
Third Party Verification (TPV)
Explain Spectrum Mobile Speed Boost
Speed Boost gives faster speeds when connected to a Spectrum Advanced WiFi router, up to 1 Gbps regardless of subscribed speed
Emma wants to disconnect TV Select Signature to pay for HBO Max and Disney+ directly. What’s the best retention approach?
Advise those apps are included with her TV package and, coupled with other apps, she’d save over $1200/year versus paying a la carte.