Call Flow review

Hold Time on any call should not exceed 2 minutes in TOTAL!

• True

• Fale

Which of the following is NOT included in the MRR?

• ancillary services (tiers, premium channels, etc)

• taxes

• Price of each line of business

• Broadcast tv surcharge

• Equipments

After the retention offer is applied the current or prior MRR must still increase $5.00 for Single Play and Double Play accounts and $10 for Triple Play accounts

• True

• False

Which of the following customer scenarios are UNlikely in the scope of Retention?

• "I'm moving."

• "I am a new customer seeking 'new customer' promotions to establish a new account."

• "I am a frustrated customer who has had service issues or concerns with my account."

• "I am a cost-conscious customer and am having trouble paying my bill due to a change in my circumstances."

• "I'd like to cancel my account because I'm dissatisfied."

A customer who has not migrated to SPP 2.0 must do so before any retention offer can be applied.

• True

• Flase

Carl Customer is interested in disconnecting his Triple Play service due to price. Attempts to re-sell the value or upsell him have not worked. He also was not interested in the Ancillary offers. A review of the last 3 months of Carl's statements shows the following:

Current Month: $120.97

Previous Month: $120.97

Previous Month: $99.00

For the purpose of offering a "Dollars Off" Discount as your final SAVE attempt, what is minimum Monthly Recurring Revenue you would have to meet?

• 120.97

• 99.00

• 109.00

• 89.00

Rachel, a Retention Specialist, has been speaking with Dennis Dissatisfied for the last 4 minutes. Suddenly, Dennis is not responding to Rachel's questions and the Avaya platform shows the call is no longer in session. What should Rachel do next?

• Say, "Are you there, Mr. Dennis?" If Mr. Dennis does not respond, disposition the call as Hang Up and go ready for the next call.

• If possible, switch to Outbound and immediately make 1 attempt to call Dennis back.

• Go ready for the next call.

• Notate the account and go ready for the next call.

A customer whose only PSU is Digital Voice is eligible for retention offers.

• True

• False

A customer who is past due by 45 days can take advantage of a retention offer because it's clear they haven't paid because they can't afford it.

• True

• False

What is the definition of EMPATHY as learned in the Foundations of Customer Loyalty module?

• To listen

• To respect the person, not the behavior

• The ability to understand and share the feelings of others

• To apologize