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Making a Payment Arrangement
Power Up with myAT&T
Handling the Call
PA Due Date
Payment Arrangement Troubleshooting
100
• True or False – You have a frustrated customer on the line, and they are insisting on a Payment Arrangement (they are not eligible), you really want to get off this call, so you should transfer the call to Collections or Retention and let that department deal with the customer.
• False – Do not transfer the call to Collections or Retention. They are not able to override the eligibility
100
• Can a customer make an Unsecured two-part payment arrangement using their myAT&T mobile?
What is • NO
100
• If the customer is paying within 12 days of the due date and not insisting on a payment arrangement, you should?
What is Close the Call
100
If the customer is paying within 12 days of Due Date, what should you do?
What is Leverage the pre-suspension period. The due date is day one of the pre-suspension period. Promote self-service options. Payment arrangement not needed. No suspension during this time. The customer may continue to receive collection notices.
100
If your customer tells you they had issues making a payment arrangement you should?
What is Confirm the customer is not attempting to schedule a payment for a day greater than 14 days out.
200
If the Customer is not eligible due to an AT&T Error, what should you do?
• Document the error in the account notes • Warm transfer the call to Collections
200
If the customer declines myAT&T mobile and tells you, they just do not understand, how can you help the customer?
What is Guide the Customer through the payment arrangement setup via myAT&T
200
How will you know if the account is eligible for a Payment Arrangement?
What is • If no error code(s) appear, the customer is eligible
200
• True or False – You should always inform the customer they have 12 days
What is • FALSE
200
If the scheuled payment date is beyond the due date you should?
What is confirm the customer is eligible to make a payment arrangement. The customer is only presented eligible date options
300
• Your customer calls in and states they need to modify/delete a payment arrangement because they are going to pay it early, what will you advise your customer?
What is The payment arrrangement is marked as kept as long as the adjustment and/or payment amount equals the payment arrangement amount
300
Where in myCSP can you find additional information regarding myAT&T
What is My AT&T Hub * a new and improved myAT&T hub is launching August 1, 2014. links to all myAT&t information such as myAT&T App, Power Up With myAT&T
300
What are benefits to our customers who Power Up with myAT&T?
What is Customers have more control and fewer unexpected overages, which reduces calls or trips back to AT&T. Customers can access their own basic account information, allowing you to focus on helping them find the right wireless solutions.
300
• If the customer’s bill is due on the 10th of the month, and they call in on the 13th to ask for a payment arrangement on the 15th, do they need a PA? If you select no, explain why.
What is • This customer does not need a payment arrangement to secure their service since the 15th is within the 12-day, pre-suspension period.
300
Your customer states to you that they do not want to use the IVR. You should?
What is Explain the IVR is simple and easy to use, and quickly provides the customer the same arrangement options you can offer them. The IVR is accessible 24/7.
400
• What will you do if the only error code that appears in the message center is “an existing payment arrangement”, the customer is eligible for a modification?
What is • Cold transfer the call to the Finance Department
400
• Why would a customer need a payment arrangement outside the 12 days?
What is The customer needs a payment arrangement to secure their service since it is beyond the 12-day, pre-suspension period
400
• What icons on the payment arrangement decision flow can be selected
What is (Smartphone, online, IVR, eSupport)
400
If a Customer wants to establish a payment arrangement in the IVR, you should let the customer know:?
What is Let the customer know: You will remain with them as they input their payment information. Once they hear confirmation the payment has processed you will hang up. They need to input their account number and ZIP code to begin processing a payment on the IVR.
400
If you are unsuccessful in overcoming objections from the customer or transitioning to self-service, you should just tell the customer "too bad, just get over it"
What is FALSE - Cold Transfer to the Finance Department
500
A Customer can make a one-part secured payment by using what self service option that best fits their needs?
What is • myAT&T online, myAT&T mobile, and the IVR
500
• What expectations should you set with the customer about a payment arrangement
What is The service remains active. A late fee may apply. Collection notices may continue.
500
What is the right P.A.T.H
What is P - Pay your bill and go Paperless A - Access your account T - Track usage H - Help at your fingertips
500
Prior to transferring the customer to the IVR to establish a payment arrangment you should ask?
What is if there is anything else they want to discuss.
500
What are some additional resources availbe to seend to the customer
What is See E-mailing Helpful Customer Information