System Links
OneNote
Using probing questions to confirm the issue and research the issue, is what letter of the J.A.M.E.S process and what does that letter stand for?
This is under the A section which stands for: Assess the Situation.
If a customer needs to get a transfer PIN to move their number from VZ to T-Mobile who could we connect them to and what is the phone number?
PORT CENTER: 1-888-844-7095
Where can you find the link to access the supported stores list? *please provide step by step process
Onenote;SCCS Home Page; under tools-SCCS supported stores- excel sheet
What is the minimum PCI Scheduled % that you can hit to still receive SPIFF payout
12.5%
*There are two main training systems you can use for RC and for VZ systems.* What is the name of the system for the RC training and what is the name of the VZ training system?
Catalyst is for RC and VZ Learn for VZ
What are our Call Expectations?
Be friendly, use "Home office Support center", Use proper hold procedures(let them know you will place them on hold & say thank you -check in every 60 seconds and when ending the hold say thank you), Do not over talk the customer, we are here to enhance the customer experience.
A customer calls in for the number for payment arrangements or disconnected accounts to see a final bill/pay off closed account- who would you direct them to and what is the number?
FINANCIAL SERVICES:1-866-266-1445
In addition to the supported stores list what is the other system that contains the store in depth information?
RC1
What is the Avg. Call Time window for exceeding expections?
4:40-6 minutes
RC1 and the Supported Stores List: They are used to find the stores information such as address, hours, line 2 number, POS code, landmarks, managers, etc.
A customer calls in with a iPhone SE saying there is battery issues- using the M section please provide a example of what you could do?
Make Recommendations: We provide upgrade options and you could use your SE as a trade in for a newer model of iPhone such as the 13 or 14. Fixing this battery issue may work now however in the next several months this may be a issue again. What do you use your phone for? Software updates can also affect your device, lets get you into something newer to fix this long term.
A customer needs to make a payment but is driving and cannot be transfered or write down a full 10 digit number- What customer shortcut number could you provide for them to make a payment?
Make a payment: #768
What is the landmark that we can use for someone to find the RC store in Sterling, CO location?
Next to GameStop on 1309 W. Main ST.
What are the six categories for our metrics?
Commitment to hours; Queue Adherence: QA: PCI Scheduled %: Call Time: Effective Conversion
What is the system that you can access to spend your catalyst reward points at?
RC Home can be accessed for the RC webstore
When encouraging an in store visit how would you describe what a PCI is?
Example: A PCI is a soft check in so you can be early or late we will make sure that you are our priority in store. What I will do is send over my notes from our conversation so when you come in to look at upgrading from your S10 into the new S23 Ultra 128GB in cream they will be prepared for you so you do not have to repeat yourself. What is a good email address for you?
What are three reasons that you would connect a customer to VZ customer care?
Customer account support, billing issues, general VZ questions
*DAILY DOUBLE*
Double your points if you can also include the customer care number and the customer shortcut number
What is the POS code for New Boston, OH and what is this code used for?
POS code: M947101; this code is used to change the location in OMNI to send the PCI information to the correct location.
What is Effective Conversion?
Effective conversion measures the effectiveness of the priority check-in. It is calculated by dividing Total sales(boxes) by total answered calls.
What system do we use for sending PCI time slots to the in store reps?
Omni 2.0
*DAILY DOUBLE*
Double your point if you can list two other functions you can preform in OMNI
What metric/s does the J.A.M.E.S call flow directly impact?
This impacts your QA score, are you following the call flow? This impacts your PCI scheduled %, are you setting your PCI with integrity? This impacts your effective conversion, are you setting proper PCI's which are turning into sales for SPIFF? This affects your call time, following the J.A.M.E.S call flow plays a major part in this metric, are you talking to your customer or blowing through calls?
A customer calls in regarding a damaged device they need to replace, who do we connect them to? *please include provider name, number and website that you would provide to customer.
How many stores do we support in Monroe, LA and what are their store hours?
3 locations;
Monroe 1:Mon-Fri 9am-6pm & Sun 11am-5pm
Monroe 2:Mon-Fri 9am-7pm & Sun 11am-5pm
Monroe 3: Mon-Fri 9am-6pm & Sun 11am-5pm
What is the minimum score you can get in each category to receive full points?
98% commitment to hours-25 points
99% queue adherence-20 points
4:40-6minutes Call Time-10 points
20% PCI Scheduled-15 points
76% or higher QA score-20 points
7% or higher for Effective conversion-10 points