Team ERIKA 2022

When did T-Mobile started to require AAL and BYOD activations to start using VoLTE/LTE devices?

• August 10, 2021

• June 16, 2021

• This has always been a T-Mobile requirement.

• None of the given answers are correct.

Customer is requesting your assistance to pay off their iPhone 13, you check EC Summary and its under the promotion: https://c2.t-mobile.com/offers/46ecb, what's your resolution on this call?

Evaluate responses using AI:

OFF

When helping customers with filing their claim, you must ensure they know the PIN/passcode, the billing address on file, the deductible, the IMEI and ______?

This is T-Mobile's no strings attached program which will allow prospective customers to try out T-Mobile network for free up to 30 days or 30GB of high-speed data which ever comes first.

What is the team's goal for FCR?

• 71%

• 70%

• 69%

• 68%

Customer is calling in to report that they haven't received their order. You checked the UPS website using the tracking number they gave you, and you saw it's been delivered for 5 days. Which of the following is the right resolution

• Advise the customer to wait for at least 48hrs, since shipment delays does happen due to the Pandemic, and provide strong assurance as well as offer callback.

• Block IMEI, then transfer the call to Assurant so the customer can file a claim for the lost phone.

• File Order Never Received (ONR) for the customer.

• Call UPS and get the status of the customer's order on their behalf.

Customer is calling in to update their card information since their card was declined, when T-Mobile tried to ship out their order, what system will you use to change the customer's payment method?

Which of the following is the right way to handle the call:

The customer is an authorized user calling about bill breakdown and cannot provide the PIN/passcode as well as PAH's SSN.

• Offer to call the PAH, put them on a 3-way call so you can ask the SSN for the OTP that we need to send.

• Ask the caller to get in touch with PAH, put them on a 3-way call so we can get the SSN for the OTP that we need to send.

• Ask the caller to drop by at the store since they are authorized on the account, they can bring their valid ID to get their bill explained.

• Ask the caller to CB when the PAH is with them.

Customer reported that their phone number is showing as "SCAM LIKELY" on their friend's device whenever they try to call them, after performing all the troubleshooting step on the GC Fix Flow, which of the steps below should be the next step?

• Ask customer to call their friend who's having the issue, since you already exhausted all TS, and we conclude that there's nothing wrong on their device or with T-Mobile network.

• Add/remove SCAM SOC on the account, provide 2 hours provisioning time, and offer callback, to make sure everything is now working

• File a TT using Category: SCAM SHIELD, Complaint: SCAM ID ISSUES, UPDATE CALL CATEGORY

• Advise customer customer to change their phone number, and provide strong assurance that this will not happen again.

Customer was calling in to cancel the JOD agreement on their iPhone 11 because they want to upgrade to iPhone 13 pro max, you noticed there's still 2 payments left, there's P360 on the account and the customer said that the iPhone 11 have physical damage. What will you tell the customer?

• Advise the customer to drop by at any T-Mobile store, since JOD upgrades can only be done at the store, provide assurance that since they have P360, they are covered.

• Educate the customer that since this is an agreement, they cannot quit mid-way, and advise the customer that there's only 2 months left anyway, and offer promotions that would give them free device.

• Educate the customer that since the device have physical damage, they have no way of returning it, and have to pay the remaining 2 payment, as well as POP.

• Educate the customer to file a claim for their broken device, then we can process the cancellation of JOD where they would need to return the phone and do another JOD.