The Script in the Knowledge Base System (KBS) that is used to Authenticate a Caller is entitled
Inbound Calls Script
100
CUSTOMER CALL-BACK NUMBER:
866-755-0463
100
Which one of the AT&T Customer Rules - is associated with the following statement: "We
listen to our Customers and deliver with speed."?.
Be responsive and deliver
100
Used to select call source.
What is Source TN Combo Box.
100
How many payments can we take for a customer?
None
0
200
If your job is to sell telephone equipment in one of our Customer Experience stores, which type of job
do you have?
Customer-facing
200
Program overview/outline is found where in KBS?
what is Training Curriculum
200
The Authentication Process for Wireless Customers is performed through what System.
System X
200
Its necessary to do on EVERY call.
What is enter a note.
200
Which one of the AT&T Customer Rules - if any - is associated with the following statement: "We
value our Customers and we let them know it by all we do."?
Take ownership and show we care.
300
The minimum percentage for all Quality Scores for Inbound Calls.
What is 98.5%
300
Where you will find updates to the KBS.
What is Advisories.
300
If a customer asks to speek with a Supervisor/manager and there is no Supervisor/manager is available then the agent should
Offer a supervisor/manager call back
300
Used to close your call.
What is Save and End Call Button.
300
Password, E-Mail Address, Nicknames, Notifications, E-Mail Preferences, Bill Delivery Method, Payment Preferences can be changed where on the customers account manager?
What is "My profile"
400
The three basic types of job functions that impact the customer experience.
What is Customer-Facing, Customer Impacting, and Employee-Supporting.
400
The _________ button in the Call Tracker tool is used to initiate the documentation of an Inbound Call.
Start Call
400
When a customer asks you to speek with another department before transfering them this is called a
Warm transfer
400
Calls where a customer disconnects during the a call.
What is a "Dropped Call"
400
What auto payment methods can a customer set up online when registering their account manager?
What is "auto pay credit card, chequing/savings account."
500
Receiving valuable feedback on calls taken, in order to improve the overall process and improve the
Customer's experience, is best known as __________
Coaching
500
Alphabet Pronunciation is found where in KBS
Quick References tab
500
What is a PIR
Positive initial response
500
Where you can go in your call tracker to view previous notes left in the account by other representatives.
What is Customer History Button.
500
Under the My Profile Tab, Customers can make these changes.
Update Nicknames, edit Passwords, edit E-Mails Address, start or stop Automatic Bill Payments, Edit Notifications, edit E-Mail Newsletters, start or stop Paper Bills.