Authentication & Account Security
Category Name
Category Name
How many levels of account security do we have and what are they called?
2 - Verification and Authentication
Are voice taxes and fees included in the price of SPP Voice service?
Yes
What tab do you go to in order to view the customer's payment history?
Billing
Is authenticating a customer to add Mobile the same as authenticating a customer to add any other line of business?
Yes
Where in the Call Flow is there a focus to make a strong first 30-second impression?
Greeting
A caller who is listed as the Account Holder calls to make changes but can’t provide the Security Code. In addition to name and service address, which security criteria would authenticate the account?
One-time authentication token code
How much is the reconnection fee to restore services from a non-pay disconnect?
$5
Which Agent OS tab should you select to access the Store Locator?
Tools
When processing a Mobile order, an External Credit Check is used when _________________.
The caller has less than 4 months of core services
What are the Four Tactics to Save a Customer?
Upsell, Value, Discount and Final Save
What type of change can only be completed by the Account Holder?
Make contact changes (email address and telephone number)
What must customers in a soft-disconnect non-pay status do to have their services turned back on?
All past-due balances must be paid
What is the name of the tab where the account management screen is located in Agent OS?
Billing Tab
How many mobile lines can a customer order if they decline to provide their SSN/ITIN?
2 BYOD Mobile lines
Where in your call should your Mobile offer be?
With your first offer
What information must never be disclosed to a customer even after they have authenticated the account?
Security Code/PIN or last four of SS#, contact information, name on the account
Which forms of contact will Charter attempt to contact customers who are in a past-due status?
Phone Calls, Emails, Text Messages
Which TWO tabs allow you to add Auto-Pay for a customer?
Billing and Ordering
While entering a mobile sale, what information do you NOT need from the customer to process a trade-in request?
Service package with current carrier
During your Recap & Close, what should be provided?
Equipment return info if necessary, thanks, and recap of changes made
When authenticating a customer via security token in the AgentOS Verify tool, what contact method is NOT available for use?
Number provided by the customer that did not exist on the account when the call started
What must be done before enrolling a customer in Auto-Pay?
Disclaimers must be read to the customer
What information can be found in the “Historic Notes” section of Agent OS?
Previous customer interactions, service outage alerts, self-install activation information
What are the THREE key things to say when you are offering a customer Spectrum Mobile?
Price, Features/Benefits of Spectrum mobile, Estimated savings vs. current provider
Where in your call should you offer to send your customer a FCC Broadband label?
During Verbal Acceptance if they made a qualifying change