Review

Systems

100

What systems do we use for everything EXCEPT DIRECTV Legacy?

OPUS & C360 & CRM

200

System that we use for TV, INTERNET, AND VOIP?

CRM

300

System that we use for basic information? (No actions)

C360

400

System that we use for DTV legacy?

RIO

500

System that we use for standalone wireless service?

Telegence

General

100

What services do we provide?

WIRELESS

INTERNET

VOIP

TV 

200

What are the 3 types of TV services we provide?

U-VERSE

DIRECTV SATELITE

DIRECTV STREAM

300

TRUE OR FALSE

Do we service DTV Stream accounts?

FALSE

ONLY ORDER

400

TRUE OR FALSE

AT&T VOIP home phone works off of any internet connection?

FALSE

needs AT&T internet 

500

Types of internets we work on in our department?

"U-VERSE"

Broadband/ Copper Wire

Fiber

Silence Procedures

100

Unannounced silence timing?

15 seconds

200

Announced silence timing?

30 seconds

300

Hold timing?

90 seconds

400

What 2 situations allow you to place the customer on hold?

Escalation

or

Transfer

500

How many minutes hold is considered an integrity violation?

4 minutes + 

Wireless Plans

100

What are the 5 plans for AT&T wireless?

UYW Starter

UYW Extra

UYW Premium

4GB

Unlimited Value Plus

200

What plan gives the customer 50 gb of hotspot?

Premium

300

What plan(s) allows the customer 5g access?

ALL Unlimited Your Way

400

TRUE OR FALSE

The 4gb plan allow roaming within Canada and Mexico?

True

500

What is the MST tool used for?

...

Random

100

How many promoters do you need in order to make up for 1 detractor?

9 

200

What 6 KPIs do we have?

AHT

Utilization

Transfer Rate

Sales

VOC

Absence 

300

What are the types of Directv we have?

DTV STREAM

DTV SATELITE

400

What are authentication options for combined accounts?

PIN

Security Question

CBR

500

What are authentication options for wireless accounts? And process?

PIN

Last 4 of SSN

ICCID/SIM Card #

Last 2 Recently Billed Calls

IMEI

BAN #

Then send a OTP to customer.