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COX Quiz
What is the cox attitude?
What is the status of a canceled account?
COX Quiz
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Answers
1
What is the status of a canceled account?
Active Account
New Account
Old Account
Former account
2
What is the cox attitude?
Empathy, active listening and ownership.
I care, I'm ready and I've got this
Make a connection, act in their interest, bring them along
Serving, solving and selling
3
Can I schedule a tech visit for a third party modem?
False
True
4
We take payments
True
False
5
Which tool am I going to use for troubleshooting?
Solution Center
CCMS
Key
Inav
6
Cox complete care covers Pro Install
True
False
7
Where do I transfer if a non customer calls to get services?
Comcenter
Billing
Retention/loyalty
Sales
8
We can change the password for Panoramic Modem
False
True
9
What is the code for Panoramic Wifi Modem
30621
30614
30654
30650
10
Which intent do I need to choose if my cx reports a damaged cable outside?
Manage tech visit
Field request
Down drop issue
Internet/hardware issue
11
What do I need to do in solution center if the call get's disconnected?
Wrap up
Other actions, transfer
Other actions, place on hold
Othere actions, cancel intent
12
We can upgrade from Contour 1 to contour 2 for bulk account
True
False
13
What does SRO stand for?
Service Request Order
Simple Request Order
Special Request Order
Solution Request Order
14
Where do I authenticate the customer?
Inav
ICOMS
Solution Center
PPC
15
Where do we transfer when the cx wants to cancel or remove services?
Billing
Sales
Retention/loyalty
CAG
16
What is a bulk account?
Is an account that is already canceled
Is a property that has an agreement with Cox to provide services
Is an account of an agent from cox that has a promotion
Is company that provides only internet to their residents
17
What is the tool where we can find offers?
Solution center
Inav
Oscar
ICOMS
18
Where do we go to manage the cx account?
ICOMS
Solution center
Key
IDM tools
19
What is the goal for Solution Center usage?
50%
85%
70%
80%
20
What is the base service code for internet
3001
3005
30614
3004
21
Which on time charge codes do we need to use to pickup the equipment at the retail store
DNOSHIP, DSLFACT
DNOSHIP, DINSTALL
DINSTALL, DSLFACT
DRELOC, DSHIP
22
What does the greeting need to include?
Willingness to help
Agent's name
Ask for customer's name
Mention COX
23
We can bypass the authentication for troubleshooting only
True
False
24
How many packages of internet do we have?
5
4
7
6
25
Non customers can have access to internet through Hot Spots
True
False
26
Wich app can a cx use to manage their Wifi?
Panoramic App
My Wifi App
Cox.com
Cox App
27
Do we give credits and where?
Yes, in solution center
No we can't, we transfer to billing
Yes, in ICOMS
Yes, in iNav
28
What is the goal for hold and NTT?
2 min
1 min
30 sec
40 sec
29
If a customer wants a technician right away
I transfer him to CCC so they can send him the technician
I go to ICOMS and make it so the cx can be happy
I educate that first I need to do the troubleshooting in solution center
I just put other in solution center and go to ICOMS
30
What do I do if the customer wants a relocation of a device?
Go direct to ICOMS to not waste time
Do all the process in Solution center
Solution center, other, not listed and continue in ICOMS
Ship the equipment so the cx can install it and return the old one
31
Where can the cx watch tv shows?
My Wifi
Cox App
Contour App
www.cox.com/tv
32
When I receive an account in New status I transfer to sales without checking the account
False
True
