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Premier Service - CYK #1 Flashcards | StudBud
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Premier Service - CYK #1
Premier Service - CYK #1
20 terms
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StudBud Administration
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ISM review for CYK # 1
Flashcards
20 cards
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Practice quiz
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Host live
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Questions
20
Answers
1
When should Authentication in AT&T CRM, be done?
At the beginning of all inbound customer interactions.
In the middle of the customer's interaction
At the end of the inbound customer interactions
Anytime you get ready
2
Which is NOT one of the 6 Promise Experience steps?
Gain Agreement
Uncover Needs
Can Be Reached
Personalize Solutions
3
What is included in calculating Average Handle Time?
my whole day
how many people hang up vs how many calls I take
# of calls, hold time, talk time, aftercall
transfers, holds and dropped calls
4
In CRM, the customer must be able to verify the 4-digit passcode. How do you ask for this info?
What is your passcode?
Passcode Please
Give me your passcode
To protect your privacy, I need to verify passcode on acct
5
Which does not define our AT&T's Platinum Tier Customers?
50% of our total customer base
Platinum Customers makes up top 5% of total (2.5 million)
Platinum customers have Wireless + 3 or 4 addl services
AT&T’s most valued customers, spending a lot of money
6
What are the AT&T Thanks Tiers?
Blue, Green, Red
Bronze, Silver, Gold
Silver, Gold, Diamond
Blue, Gold, Platinum
7
What are valid reasons to place a Customer on hold?
Type out a note
To speak with another line of support (Manager, HELP etc)
Make an outgoing call
Go on break or lunch
8
How can I search for information in MyCSP?
Star and a content ID
Wut is MyCSP?
Search by key word
Google it!
9
The goal of following the AT&T Promise is to make each AT&T customer experience ___
Sincere, Focus and effortless
Personal, Effortless and Inspiring
Private, motivating and caring
Informative, constructive and energized
10
Which one is NOT part of the E3 definition?
Explain
Explore
Experience
Exceed
11
In MY CSP, this feature is NOT a benefit to help and assist customer requests
The Bookmark link and The Tools section
FrontLine Focus Home Page
RIO for Direct TV
The Search field
12
what system would I find all my Uverse or combined accounts in?
OPUS
RIO
Clarify
CRM
13
On MY CSP Home page, which section displays alphabetically links for quick access?
Activity Stream
Link Center
Quick Settings
Trending Now
14
In ATT CRM where would you go to add a new password for the Security Question?
Interaction Toolbox
Service Eligibility panel
Billing icon
Acct Identifiers tab
15
What is the name of the main logon you will need for this course?
Platinum log on
ATTUID log on
system log on
Global Log on
16
Why is necessary to quote CBR disclosure on every call? (Select best answer)
FCC requirement to use wireless #s to send calls/texts.
CBR is optional, only quote when customers are nice
FCC requirement if call is accidently disconnected
CBR consent is 1 of the 6 PROMISE experience steps
17
Why Should you promote self-care options to AT&T Platinum customers?
The experience is simple, & consistent, most prefer digital
Customers are limited in what they can do with self-service
Improves One and Done
Customers are not able to access & manage their account info
18
Which of the following activities are NOT included in the Average Handle Time (AHT) metric?
Hold time
After Call Work (Interaction)
Disconnects / 100
Talk Time
19
In MY CSP, What would you use to search for information specific to other regions?
Favorite Links
Change Settings link
Book Marks
Topics
20
What is the Transfer Rate metric calculations?
Repeats plus transfers divided by inbound calls
Repeats divided by transfers
Transfers divided by Inbound Calls
Transfers plus outbound calls
