stud
bud
Sign up
Log in
Home
Library
Explore
SAT
More
When Samanthia's Away, you learn about PAY! Flashcards | StudBud
Explore
/
When Samanthia's Away, you learn about PAY!
When Samanthia's Away, you learn about PAY!
22 terms
·
StudBud Administration
·
14 plays
Imported from external platform
Flashcards
22 cards
F
Practice quiz
P
Host live
L
Questions
22
Answers
1
1. What one of the following systems are Telco/DSL related?
a. CRM, OPUS
a. Ease, Boss, Sord, Knife, Shield, CPSOS
a. Ease, Boss, Sord, U-manage
a. Ease, Boss, Sord, CPSOS
2
Which of the following are NOT valid Workgroup to Chat in SMART CHAT
a. LNP
a. OMC_ordering_issues
a. Channel_support
a. Fact
3
1. What is the minimum percent to attainment that must occur in both BB & V+W before multipliers can be applied?
100
105
110
140
4
1. What is the total bonus you can make on monthly compensation for hitting 100% in every component?
$250
$300
$100
$200
5
1. What is the minimum amount of calls that must be taken before payout in any component?
250
150
300
1
6
1. If the VOC target is 80. What is the highest percent to attainment on the Stack Rank in this component?
100%
200%
100%
150%
7
Who are the two best coaches in Kirkwood?
a. Kraig & Jared
a. Ben & Jerry
a. Starsky & Hutch
a. Jenny & Kraig
8
How many days is the chargeback policy?
60 DAYS
90 DAYS
120 DAYS
30 DAYS
9
1. What function key in BOSS do you press to look at the bill?
F1
F3
F2
F7
10
What is the procedure if customer is calling to disc due to move and refuses to move service or doesn’t know new address
a. Issue a cease order
a. Put service on vacation
a. None of the above
a. Put service on temporary suspension
11
1. What function key in BOSS do you press to make notes on the account?
F7
F2
F1
F3
12
1. What two TELCO systems are interchangeable?
a. CRM & EASE
a. EASE & BOSS
a. BOSS & SORD
a. CPSOS & EASE
13
In the compensation plan, the Monthly Total Target Incentive has a cap of what percentage?
250%
300%
350%
200%
14
1. What can the PEARS system do?
Check to see what AT&T services are available
a. Place New, Change or Disconnect DSL accounts
a. Look up different wireless plans
a. See what wireless carrier the customer currently has
15
On a scale of 1-10, with 10 being Top Trainer in the history of trainers, how great of trainer is Samanthia
9
10
6
5
16
1. What categories within compensation have multipliers?
a. Loyalty Rate & VOC
a. BB & Video
a. BB & Video + Wireless
a. VOC & BB + Wireless
17
1. Which of following is NOT a link in the “AT&T Links” menu in CRM?
a. Bloopy
a. Channels and Packages Tool
a. Where’s my Tech Tool
a. AT&T Solution Sender
18
1. Which component on the Rep Stack Rank Report has a cap of 200%?
VOC
Disconnect Rate
Loyalty
BB
19
1. What is the current percentage breakdown of each category in compensation?
a. BB = 10%, V+W = 10%, VOC = 30%, Disconnects = 30%, Loyalty = 20%
a. Loyalty = 40%, BB = 15%, V+W = 15%, Disconnects = 20%, VOC = 10%
a. BB= 10%, V+W= 10%, VOC = 20%, Disconnects = 20%, Loyalty = 40%
a. BB =10%, V+W = 10%, VOC = 20%, Disconnects = 40%, Loyalty = 20%
20
1. What system would we use if a customer wants to cancel a pending DSL order?
CPSOS
BOSS
CRM
SORD
21
According to the Integrity Call Handling Matrix what should we do if a tech calls in to cancel an order for a customer?
Tell the technician to place order in JEP status and move to the next job.
Tell the technician to place order in JEP status and move to the next job.
a. Have customer tech authenticate account and then handle BAU
Get techs USERID and cancel order
22
1. How much monthly compensation will I earn when achieving 100% in every component?
a. $2608
a. $2708
a. $3108
a. $2358
