Daily Topics
Beginning December 13, 2019, Network Support Chat will be turned down and replaced by the
Copper Tier II voice consultation queue.
Beginning December 13, 2019, Network Support Chat will be turned down and replaced by the
Copper Tier II voice consultation queue
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
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.
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?
911 Network Service Charge is changing from __ to __ for customers in rate bands B and D.
$0.09 to $0.08
Boxing Week Flash Sale is extended until ____
Update
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
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
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
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:
This is also a best practice to avoid identity theft and any forms of privacy breach.
24 month promo price - mass acquisition offer
Customers who sign up on a new 2-year Service Agreement receive:
(give at least 1 sample)
Note: The customer can keep the same discount if they upgrade or downgrade after they sign up.
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.
Effective March 1, 2020 we will be implementing the following Home Phone and LD rate change:
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:
Effective January 7, 2020, Home Screen will roll out on all Optik TV STB's in the ______
Calgary geo-range
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:
ADT Welcome Offers -
3 months free of their ADT services
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
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.
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:
Encore is a new tool for agents, team managers and operations managers. It supports agent _____ and _____.
performance reporting and coaching.
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:
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
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.