Status Codes
Wrong Number? What is the status?
LT
Customer says they are going to use the kit and return to FedEx dropbox. What is the best comment?
Promises to return - Kit
The record I make a call for is for “Bob”, but Bobs wife tells me he returned it yesterday. What is the disposition?
TTCust
What disposition in Five9 should i use for leaving a voicemail?
AM - Answering Machine
If I leave a message for Mr. Bob, how many days should I push the review date
3
What status do I use if the customer needs a third return kit sent to them?
BX
On the first call, the customer says they are going to reactive their service in 6 days, what is the right Comment Code?
Wishes to reactivate
For an inbound call, the customer said it was already returned. What Disposition should I use?
RCB
What disposition in Five9 should I speak with a customer?
TC - Talked to Customer
If a customer answers the phone and says “I returned it! Don’t call me about the equipment anymore!” and hangs up. What is the best status?
P
On the 3rd call, the customer states they were given an extension for 9 days. What is the Status?
SC
If the customer thinks they left the equipment at the old address and cannot access it, what comment should i use?
Equipment Lost/Stolen
If a customer picks up then hangs up before or during introduction, what disposition should we use?
PUHU
What disposition in Five9 should i use for a 'No Answer;?
NA - No Answer
Need to find a quick word? What is the best way to search in a webpage like My Favorites?
Control F
If a customer states they returned the device 9 days ago to an AT&T store, what is the right Status Code?
WP
If the customer said he won’t answer questions about the equipment until he speaks with someone about his bill, what comment should I use?
Escalated call - Billing
If you have a French speaking customer, what disposition should you use?
LB
When leaving a voicemail, do I update C360, C360 and Five9, or just Five9?
just Five9
If a customer says they will sue OnProcess if we call about the AT&T equipment again, is it OK to update as a DNC?
Yes!
On a second call, if the customer says Covid stopped them from returning, but he plans to send it with the kit in a day or two, what status should I use?
SC
If a person answers and states the customer is deceased, and the equipment was taken by a tech, what comment should we use?
Returned - technician
TRUE or FALSE: You can use comment "No Comment" with disposition TTCust
False
When logging into Five9, Should i log in with "Voice" or "Voice / VM"?
Voice
TRUE or FALSE: Do you update the more tab in C360 if the address is the same?
Fasle - you update the more tab when the customer wants a return kit sent to a new address