Call Flow
A valid save attempt
What is a resolution?
Customer must have this in order to qualify for a device payment plan.
What is Auto pay?
PPV
What is Pay Per View?
175+ Channels
What is TV Silver?
50x5 MBPS
What is Internet 50?
Thanked them for their prior business and set the stage for a win back.
What is a close?
Type of question to ask customer about mobile needs.
What is open ended?
SPP
What is Spectrum Pricing and Packaging?
Spectrum TV Basic + 50 predetermined channels
The standard rate is $89.99
What is Spectrum Ultra?
Ask for customer's email/ secondary phone number.
What is a recap?
Type of questions to ask customers to clarify information or gain verbal acceptance.
What is close ended?
NOS
What is No Service in Area?
TV Silver, Digi Tier 2, Starz, StarzEncore, The Movie Channel.
What is TV Gold?
$4.99 Monthly on bill
What is Wire Maintenance Plan?
Uncover callers and households usage habits.
What is a discovery?
Two types of checks we do to qualify customers for mobile.
What is a internal liability check/ external credit check?
ACW
What is After Call Work?
$73.99 for this package
What is Spectrum Select?
SSI or Free school lunch can get this
What is Spectrum Internet Assist?
Provided empathy/sympathy if the customer shares any life event.
What is a greeting?
Offers customers the option of paying for any device over 24 months.
What is a device payment plan?
MFR
What is Maximum Finance Remaining?
Access up to 13 channels
What is Sports Pack?
940x35 MBPS
What is Spectrum Gig?