systems
This is the system we use to verify all calls we get?
Clarify (and / or) Assist Edge
What are the 3 experience pillars?
Personal Inspiring and Effortless
What do we need from a customer to verify an account?
Callers name
Name on account
Phone number or account number
Passcode
FirstNet operates on this Band wave?
Band 14
Google is nothing compared to ____ .
The system we use to confirm mobility service knowledge and solutions needed to support the customer
Customer Connect / Knowledge Management (CC/KM)
How long are you allowed to put a cx on hold for?
Two minutes
Name two examples of SPI
Bank account number
Credit or debit card number
Social Security number (SSN)
identification number (Driver License/Passport)
Customer authentication credentials (PINs, Passwords, Pass codes, Security Question Hints)
Complete Date of Birth (DOB)
Someone new to FirstNet consumers can choose between these two plans for the cell phone service.
FirstNet Unlimited, FirstNet Unlimited Extra
Also called softphone this system is how we transfer and answer calls
Coral
What does One AT&T mean?
We don’t insult or criticize other departments of the at&t "family"
AT&T prohibit any of these in building.
Any device that can record or has Bluetooth capability
Like a phone
How many devices can one person have under their profile on FirstNet
What type of devices
4
Phone
Watch
Tablet
hotspot
OH NO! assist Edge is not working. Neither is clarify. What system am I supposed to use now for this call?
Telegence
What are the 8 experience Steps?
Warm(ly) Welcome
Call Conduct
Uncover Needs
Personalize Solutions
Thoroughly Educate
Gain Agreement
Recap (of the) Call
Sincerely Thank
We might as well count as these FirstNet customer types. because they are classified as the people first responders call for help.
Extended Primary
This systems "speaks" with ROME to show discounts (and other information) on the account.
FaST
Your warm welcome and sincerely thank should
Have branding in it which consist of these 3 things
Your name
The customers Name
And FirstNet's name
FirstNet customers can by broken up into four groups what are those groups?
Primary Subscriber Paid
Extended Primary Subscriber Paid
Primary Agency Paid
Extended Primary Agency Paid