| Metrics | ARM | ACP | General | Perks |
| 10 | 10 | 10 | 10 | 10 |
| 20 | 20 | 20 | 20 | 20 |
| 30 | 30 | 30 | 30 | 30 |
| 40 | 40 | 40 | 40 | 40 |
| 50 | 50 | 50 | 50 | 50 |
| Final Question | ||||
- Memorable in a good way, and considered a standard that should be repeated.
- A call that is engaging and thoughtful with helpful conversation, not just a transaction.
- A connection with the customer was made, resulting in a pleasant conversation.
- ARM techniques were demonstrated.
- Memorable in a good way, and considered a standard that should be repeated.
- A call that is engaging and thoughtful with helpful conversation, not just a transaction.
- A connection with the customer was made, resulting in a pleasant conversation.
- ARM techniques were demonstrated.
What is a SAM Score?
The frequency in which we should check in with our customers while on hold.
The frequency in which we should check in with our customers while on hold.
What is 2 minutes?
Informing customers of the reminder past due calls will protect this.
Informing customers of the reminder past due calls will protect this.
What is FCR?
Your customer wants to make a payment on the account to prevent the services from being interrupted. They dont want to make a payment with you for $5, sending them an EHH on the online account set up will protect this?
Your customer wants to make a payment on the account to prevent the services from being interrupted. They dont want to make a payment with you for $5, sending them an EHH on the online account set up will protect this?
What is Transfer Rate?
Using all the behaviors that were taught during training and throughout BRIDGE will help your metrics to fall in place. Ultimately this can lead to this type of title change and a raise.
Using all the behaviors that were taught during training and throughout BRIDGE will help your metrics to fall in place. Ultimately this can lead to this type of title change and a raise.
What is Level up?
During a call when is ARM the most important?
During a call when is ARM the most important?
What is at the beginning of the call?
ARM This Scenario:
"I just had a promotional change last month, and now you are raising my internet services by another $5. This is getting to expensive for everything I have what specials do you have going on right now that I can get into?"
Customers Services:
Video:
Select TV with 3 HD receivers
Entertainment View
Sports View
Internet:
Standard Internet Services
Wifi
ARM This Scenario:
"I just had a promotional change last month, and now you are raising my internet services by another $5. This is getting to expensive for everything I have what specials do you have going on right now that I can get into?"
Customers Services:
Video:
Select TV with 3 HD receivers
Entertainment View
Sports View
Internet:
Standard Internet Services
Wifi
Judges Call
ARM should be used after the customer expresses each.
ARM should be used after the customer expresses each.
What is a Concern?
Do this in order to know if the customer understands the explaination of their concern, or to get to the next part of the resolution.
Do this in order to know if the customer understands the explaination of their concern, or to get to the next part of the resolution.
Move Forward
When responding to the customer we want to let them know (what)?
When responding to the customer we want to let them know (what)?
What is The Good News, or what is positive about the situation?
What are the two Applications for ACP?
What are the two Applications for ACP?
Spectrum.net and the NationalVerifier
How should you direct the customer in the event this error comes up? ACP DE-ENROLLED: ACCOUNT ON SEASONAL SUSPENSION, NOT ELIGIBLE FOR ACP.
How should you direct the customer in the event this error comes up? ACP DE-ENROLLED: ACCOUNT ON SEASONAL SUSPENSION, NOT ELIGIBLE FOR ACP.
De-Enrolled from ACP due to an open order for/change of account status to Seasonal Suspend. Inform customer they must come off of Seasonal Suspend and re-enroll to receive ACP credits.
Article to assist with ACP related Errors
Article to assist with ACP related Errors
Document ID HOW6984
True for False:
Existing ACP customers must either reapply or recertify every 12 months to keep their ACP recurring credit up to $30 per month (up to $75 on Tribal Lands). Impacted customers will be notified through mail that action is required, and will have 60 days to respond before losing their credit.
True for False:
Existing ACP customers must either reapply or recertify every 12 months to keep their ACP recurring credit up to $30 per month (up to $75 on Tribal Lands). Impacted customers will be notified through mail that action is required, and will have 60 days to respond before losing their credit.
TRUE!
What are the steps to take in order to Recertify for ACP?
What are the steps to take in order to Recertify for ACP?
- Customer will receive a letter from NLAD. Spectrum will send an additional letter, as indicated above.
- The letter will indicate instructions on various methods to recertify (phone, online, or by mail).
- Customer must visit the NLAD website at https://www.affordableconnectivity.gov/ and click Recertify. Once the customer successfully recertifies with the National Verifier, additional steps are not required. These customers do not need to provide us with their Application ID.
Authorized Users can make changes to everything BUT what?
Authorized Users can make changes to everything BUT what?
- Change to Billing Address
- Contact Changes - AH Name / Business name
- Contact Changes - AH SSN
- Contact Changes - AH Telephone numbers
- Contact Changes - AH Email addresses
- Contact Changes - AU Name
- Contact Changes - AU Telephone numbers
- Contact Changes - AU Email addresses
- Changes to Security questions / answers
- Request Security Code
- Change - Security Code
- Change to Account PIN
- Add/Update/Delete Authorized Users
- Restart Services
Getting RevTrans Error, means what in the simpliest terms?
Getting RevTrans Error, means what in the simpliest terms?
Complete the order in CSG
Where can I find the assistance I need to put work orders in CSG?
Where can I find the assistance I need to put work orders in CSG?
Co-Pilot and CSG HUB!
When I have a question about an account or what to do with a customers account, what should I ask myself?
When I have a question about an account or what to do with a customers account, what should I ask myself?
What does co-pilot say?
What should we ask for before getting the account information pulled up or verified?
What should we ask for before getting the account information pulled up or verified?
What the customers concerns are, and acknolwedge them!
My eligibility for Level Up start?
My eligibility for Level Up start?
NOW!
Healthcare coverage costs have not changed in?
Healthcare coverage costs have not changed in?
10 YEARS!
Going back to school is now easier than ever now that you have?
Going back to school is now easier than ever now that you have?
$10,000 tuition reimbursement
To get good direction on where to take the next steps of my career development, who can I go to for help?
To get good direction on where to take the next steps of my career development, who can I go to for help?
Leadership, Supervisor, HR, Leads, Managers, Training. They will get you where you want to go!
The company will match up to?
The company will match up to?
6%
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