CUST. CTC GUIDELINES
This is where you locate the customer's contact preferences.
What is Agent OS and TMS?
This is the timeframe customers have to submit CBO request
What is 60 days (with additional 15 day grace period) of installation of qualifying services or two weeks from date on competitor final statement?
This is the process if the customer's last name is changing.
This is where you would send out the customer's requested form from
What is TMS?
This is where you go to find the corresponding Copilot article for your task
What is Task Index for OCS and Specialty Accounts? HOW7089
These are the attempt counts to which you call and email the customer.
What is the first and third attempt?
This is the maximum amount of reimbursement customers can receive for CBO. Residential and Commercial
What is $500 for residential and $1000 for SMB?
These are the areas that need to be updated for a name spelling correction
What is customer details on customer central, bill-to, caller ID (if customer has phone LOB)?
These are the two methods that we can send customer requested forms.
What is email and mail (USPS)?
This is where you can locate authorized users in CSG.
What is Customer central> customer bottom left column> additional info radial button?
This is the information you leave for the customers voicemail
What is phone # with option, ticket number and generic description for reason of call?
(Will also accept example of voicemail greeting)
This is the required documents the customer must send back if the initial request is missing the ETF.
What is competitor's final statement with ETF and matching name or matching address?
These are the TMS drop down options at the bottom if name correction requires an Customer Change Form
What is "yes" for ticket submitted in error and "wrong ticket type" for submitted in error reason and "unable to complete, sent account change form"?
Must give 2 out of 3
This is the form a customer in NY may request to be mailed for financial assistance with their internet.
What is NY Spectrum Internet Assist Form? (NY SIA)
This is where a customer can find their 4 digit security code for authentication
What is the Spectrum Online Portal/App or in order confirmation emails?
This is contact type when customer expectation is met but contact preference is unknown
What is call with available contact numbers and leave voicemail if no answer?
This is where you would go to confirm if the customer already received a CBO payout.
What is memos?
Also will accept checking for previous tickets
This is the process when the name on the account sounds close to what is listed on TMS but more than 2 letters need to be fixed. Example: Ryan and Brian
What is follow customer contact guidelines to clarify-and/or send customer change form?
This is another name for a security code.
What is CPNI security code?
These are the requirements for authentication on an inbound call
What is name, address and security code?
This is the time we are able to contact customers in Hawaii.
What is 2:00 PM EST?
This is the LOB requirement for existing residential customers to qualify for CBO
What qualifying video LOB?
This is where you confirm if the customer has phone services to determine if caller ID needs to be updated
What is offers/products on customer central?
What is current billing statements?
This is where OCS agents can find the security code in CSG
What is "customer" button on left hand side of customer central then profiles radial button?
You can check for a retention contract buyout code here.
What is Offers/Products on Customer Central?