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ISMWk #1 - Handling Matrix, Promise & Metrics Flashcards | StudBud
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ISMWk #1 - Handling Matrix, Promise & Metrics
ISMWk #1 - Handling Matrix, Promise & Metrics
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My CSP #433231 Contact Handling and Transfer Matrix, Our Promise and Metrics
Flashcards
23 cards
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Practice quiz
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Questions
23
Answers
1
A DTV standalone legacy account is disconnected in Error (DIE). What system would you use to cancel the pending order?
RIO
CRM
Telegence
Clarify
2
Joe's Uverse TV was disconnected in error (DIE) on yesterday. What method would you use to assist him?
Inform the customer Sorry Charlie - Not our fault
Smartchat
Transfer to your manager
Call the DIE dept
3
What is AER?
Assure, Empathize & Repeat
Assure, Explore & Reassure
Acknowledge, Express & Repeat
Acknowledge, Empathize & Reassure
4
Al wants assistance with his Connected car. What # would you transfer him to (Internal Only)?
866 879-1334
866 595-1334
866 676-3434
866 777-1444
5
TELCO and DSL fall under Uverse products
True
False
6
An example of Dual ownership
Two customers in business together and both share the same phone
Two agents on the line at same time
Rep 1 transfers call to Rep 2. Call back within 7 days same issue.
7
True or false - The only valid reason to put a customer on hold is to finish making your notes?
True
False
8
Unified customer with billing errors - what do you do?
Billing
Errors
Payments
Smart Chat
9
How many On Demand Titles are included in DTV?
35,000 + on demand Titles
100,000 + on demand Titles
65,000 + on demand titles
15,000 + on demand titles
10
In MY CSP, which section displays alphabetically categorized links for quick access to frequently used info?
Billing
Att System
Link Center
Ordering
11
What are the 3 save Attempt components which should be used on every call?
Ask, Seek, Find
Solution, Order, Close
Discover, Influence and Close
Priority, Thanks, Support
12
Sam is upset because his $140 payment has not posted to his account. He thinks his payment is lost.
Payment website
Online Process Center
Go to go back to store where he made the payment
Lost Payment department
13
What is the name of the current BOGO Promotional offer for the centers (only)?
IPhone 11 and IPhone max BOGO offer
New Year BOGO offer
no current offers
Apple watch BOGO
14
I will provide you with up to 500 hours of Cloud Storage including live TV and on demand shows
ATT TV NOW
Direct TV
UVerse TV
ATT TV
15
Jane claims she never received her missing redemption / gift card. How can you help her?
ATT Rewards
Gift Card Tool
Call your Manager and ask for instructions
Transfer per the customer to billing for assistance
16
Jan wants to add an additional line to her wireless account. What system would you use?
BIBA
Telegence
OPUS
RIO
17
Which system do you use to authenticate a unified/combined account?
OPUS
CRM
RIO
TELEGENCE
18
Video Cares - Customer First is associated with what metrics?
Transfer Rate
7-day Repeat
VOC - Overall Rep Satisfaction
Disconnect Rate
19
Billy has Unified bill and he wants an adjustment. What system would you use?
BIBA
Telegence
RIO
OPUS
20
Concerning Save attempts, what are the 3 R's?
Right-Size / Real / Repeat
Repeat / Reinforce / Restate
Reframe / Retain / Re-Inforce
Resell / Right-Size /Retain
21
EDSP applies to what ATT product?
Internet
UVERSE TV
Direct TV
Wireless / Mobi
22
This system is used to authenticate standalone mobility accounts
CRM
Disconnects /100
OPUS
Clarify
23
What system would you use to make payment arrangements?
Collection website
Express Pay
Money Center
Currency site
