Daily Topics
This weeks top hits
CE Frontline Comms
Alerts/Promos
Assure
100

Beginning December 13, 2019, Network Support Chat will be turned down and replaced by the

Copper Tier II voice consultation queue.

100

Beginning December 13, 2019, Network Support Chat will be turned down and replaced by the

Copper Tier II voice consultation queue

100

Effective today, December 10, we are introducing the______ , powered by InSight 10, for both SHS and non SHS trained Technical Support (TS) agents and technicians.

SmartHome Security (SHS) Test Tool

100

To support customers reaching out to loved ones in Australia, we will be proactively waiving ______ to Australia.

international long distance charges to Australia between Wednesday, January 1 and Friday, January 31.

100

During 2019, we had reports of 32 dog bites while technicians were at customer homes. Three of these incidents occurred in December.

How can you help?

  • Advise the customer that they will need to secure the dog in a room where the technician is not required to access, or outside while the technician is in the home.
  • Leave Technician notes (CSR Desktop) or Installer comments (Omni Ordering) indicating whether there is a dog on the premises.
200

911 Network Service Charge is changing from __ to __ for customers in rate bands B and D.

$0.09 to $0.08

200

Boxing Week Flash Sale is extended until ____

Update

  • January 7, 2019: This offer has been extended to end of day January 14, 2020.
200

Beginning December 5, TELUS is launching Online Security - Basic, available to all copper Compass customers for only ____. Online Security – Basic launched for PureFibre customers back on November 21.

$6.00 per month

200

Effective January 14, 2020, due to budget restraints, ______ will no longer be eligible for acquisition promo pricing discounts. 

For Optik TV offers, promo pricing discounts will only be available for combos. This change applies to all new Optik customers in both Compass and FIFA.

Essentials

200

Effective today, December 13, 2019, Network Support Chat will be turned down and replaced by the

Copper Tier II voice consultation queue /  FFH Copper Tier II Assure Support EN in iWS

300

As we continue to enhance our processes and tools to effectively provide a world class customer experience, agents are also tasked to get the updated information from our customers.

Customer data that we might migrate from one system to another should be up-to-date and accurate always. Agents retrieve from any customers the following current information but not limited to:

  • Email address
  • Best can-be-reached (CBR) number
  • Other authorized person

This is also a best practice to avoid identity theft and any forms of privacy breach. 

300

24 month promo price - mass acquisition offer 

Customers who sign up on a new 2-year Service Agreement receive:

(give at least 1 sample)

  • $10 off Home Phone (when Home Phone bundled with Internet and/or Optik).
  • $10 off Internet.
  • $5 off Optik 3.0 Essentials or $10 off all other Optik 3.0 combos.

Note: The customer can keep the same discount if they upgrade or downgrade after they sign up.

300

For $6.00 per month, customers will receive ______ (inclusions of TELUS Online Security – Basic)

Norton Security Online 

Norton Secure VPN for two devices as well as Dark Web Monitoring powered by Norton 360.

300

Effective March 1, 2020 we will be implementing the following Home Phone and LD rate change:

  • Loyalty Home Phone plans will increase by $2 per month
  • Pay-per-minute LD will increase by $0.02 from $0.05 to $0.07
300

Effective November 25, 2019, an increase in calls and dispatches about Netflix on Technicolor Arris STB's have come through TELUS. This was due to an update to Netflix on November 20, 2019 which has now been fixed. Issues reported that are related include:

  • STB locks at the Netflix logo / launch screen
  • Unable to watch Netflix
400

Effective January 7, 2020, Home Screen will roll out on all Optik TV STB's in the ______

Calgary geo-range

400

Give 1 sample of Boxing Week Flash Sale 

**Customers who add new Internet and/or new Optik TV on a new 2 year term can receive 24 month promo pricing, can get:

  • $20 off per month for HS tiers 6 - 75
  • $30 off per month for HS tiers 150 - 750
  • $5 off per month for Optik TV Essentials
  • $10 off per month for 3 Theme pack Combo
  • $15 off per month for Optik TV 4 Theme pack & Premium and above
400

ADT Welcome Offers - 

  • ADT customers who add new TELUS products or renew a TELUS product are eligible for____, up to a maximum of 9 months free.

 3 months free of their ADT services

400

On Jan 8, 2020, we will be sending out an email to existing LWC customers. The purpose of this email is ______________ for our next marketing campaign as we want to feature real customers and real stories.

to find customers who are interested in sharing a positive testimonial about our product, or be photographed

400

If a customer calls in with a diary note or forced provision note from CETF (***ASSURE REPEAT CALLS*** ), transfer the customer to

“FFH FC Assure CETF”

*The current criteria for a FIFA frequent caller is 3+ completed Remedy tickets in most recent 60 day period.

500

Satellite: Due to a high volume of HIT's being sent through the system (19,000), our provider has requested to stop sending HIT's through unless required. Examples and guaidance:

  • Customers modifying their content - let the system work through the update and advise up to 24 hours for the change
  • Do NOT re-HIT something that has been sent through today as it has not been worked yet due to volumes. 
500

Encore is a new tool for agents, team managers and operations managers. It supports agent _____ and _____.

performance reporting and coaching.

500

Driving Adoption: InSight 10 and frequent STB reboots

Why is it so important to use InSight 10 on every call?


InSight 10 offers numerous benefits and enhancements. These include:

  • Providing the most reliable service by proactively flagging issues
  • Helping reduce confusion with troubleshooting
  • Minimizing both customer and agent effort
  • Reducing truck rolls by using the analytics within InSight to help resolve a customer’s inquiry


500

Effective immediately, the Competitive response: below the line $20 offer copper Internet 6-75 and Internet 150 offer has expired for all channels (except for ________)

select D2C teams selling in MDU locations 

500

TS Agents: Following up after repair appointments 

Customers should not be _________ after a repair appointment.

Customers should not be proactively offered a callback after a repair appointment.