Dispositions
If the customer does not answer and you leave a voicemail on the answering machine.
What is Answering Machine Left Voicemail.
What are the times for which you can NOT set an appointment?
What is the same day or before 10:30 am?
Where do you create a case?
SalesForce
If it is your lunch break which Aux code should you be in?
Lunch
The Account Owner when an account does not have a specific Account Manager?
What is BSSC CLEC?
If the customer completes the survey but refuses an appointment and transfer.
What is Not interested in Account Review?
If the account is BSSC CLEC who do we schedule the appointment with?
Who is the agent's assigned account manager
Who do you re-assign the case to?
The Account Manager
Which "button" should you click if you are going to transfer a call?
Conference.
The name of your Team Lead.
Who is Erik Kenyon?
If you call the customer and the phone rings for longer than a minute.
No answer agent handled
If the account is BSSC CLEC, who do you cc in the Account Manager email?
Melissa Harrell, Erik Kenyon, Nathan Richardson, Windstream Direct Sales.
What are the two subject lines you use when you create a case?
Customer Account Review and Customer at Risk.
These are left after every call in Five 9.
What are interaction notes?
The name of your Assistant Team Lead.
Who is Autumn Stevens?
If the listed Primary Authorizing Contact no longer works at the company and you are transferred to the new Primary Authorizing Contact but leave a voicemail.
What is Skip Tracing
After you email the Account Manager and they confirm, what is the next thing you should do?
Invite them to the appointment on the their Outlook Calendar.
When should you set the priority of the case as high priority?
When the customer is "at risk" or threatens to cancel service or mentions they are wanting to cancel.
What is "Manual dial?"
This is Unbridled's Motto.
What is Performance for Purpose?
If the customer refuses to take the survey and states "Please take me off your call list"
DNC Request
This is the subject line for all client confirmation emails.
What is ATTN: CUSTOMER'S NAME | COMPANY NAME | ACCOUNT REVIEW
When would you create a case?
If the customer is unhappy with service but don't want to be transferred.
If you transfer to an account manager and when you set an appointment.
What should you do in the event your mic/headset is not working?
Put yourself in a not ready status such as Tech Issues, restart work station, and wait for the 3 beeps. If that does not work log out, log back in and make sure your headset is selected in the mic/ headset.
What was Windstream's original name?
Who is Allied Telephone Company?