Billing CJ 3 Debrief

What are the benefits of using the correct adjustment code? SELECT ALL THAT APPLIES.

• When adjustment codes are used properly, we can track trends to identify areas that need improvement.

• When a specific adjustment code spikes, the support team will research the memos associated with the code to find out why the spike is occurring and coach the representatives that gives the highest adjustments for the team.

• When a specific adjustment code spikes, the support team will research the memos associated with the code to find out why the spike is occurring.

• Sometimes when a spike occurs, we may make a policy change that makes the job easier and our customers happier.

What are the metrics impacted when we offer a Courtesy Credit? SELECT ALL THAT APPLIES.

• FCR

• Call Handling Time

• UP and NPS

• Quality

What should you consider when providing a courtesy credit?

• Customer tenure, payment and adjustment history, rate plans and number of lines, and past memos, attitude of the customer

• Customer tenure, payment and adjustment history, rate plans and number of lines, and past memos.

• Customer tenure, payment and adjustment history, mood of my supervisor, rate plans and number of lines, and past memos.

Who needs to approve Courtesy Credits?

• Team-mate

• Operations Manager

• Immediate Supervisor

What is the tool that we're using for adjustments?

• ATLAS and SAMSON

• SAMSON and C2

• ASTLAS, SAMSON and C2

What flow can we use for us to check for the right adjustment code?

• Research it Right

• Code it Right

• Adjust it Right

• Global done Right

What are the 6 things that we need to include on our adjustment?

• What, Why, Adj. Amount, Math, Billing Cycle and Approved by.

• What, Why, How, Math, Billing Cycle and Approved by.

• What, Why, Adj. Amount, C2 Policy, Billing Cycle and Approved by.

What are the 2 ways that we can process an adjustment?

• Charge Level and Bill level

• BAN level and line level

• Ban level and charge level

Mitch is disputing unauthorized third-party charges. How do you dispute the charges to help Mitch get them refunded?

• Third-party charges that are disputed as unauthorized by your customer must be refunded. C2: Downloads and Account Disputes

• Third-party charges that are disputed as unauthorized by your customer must be refunded. C2: Third-Party & T-Mobile branded carrier billed purchases

• Third-party charges that are disputed as unauthorized by your customer should be investigated and a follow-up should be made with the customer's account. C2: Third-Party & T-Mobile branded carrier billed purchases

Tracy has made a few third-party purchases that apply to her bill. She's charged $80 so far and is trying to add more but it won't let her. What's the problem?

• Each mobile number is limited to $1,000 in third-party purchases applied to their T‑Mobile bill per billing cycle. Troubleshoot the issue that Tracy's having C2: Third-Party & T-Mobile branded carrier billed purchases

• Each mobile number is limited to $80 in third-party purchases applied to their T‑Mobile bill per billing cycle. C2: Third-Party & T-Mobile branded carrier billed purchases

• Each mobile number is limited to $50 in third-party purchases applied to their T‑Mobile bill per billing cycle. C2: Third-Party & T-Mobile branded carrier billed purchases