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What is TTR? TTR is how fast you can offer a resolution and gain agreement from the customer to close her complaint case, often referred as Speed of Closure.

• Time to Respond (TTR)

• Time to Restart (TTR)

• Time to Reset (TTR)

• Time to Resolve (TTR)

Leni raised a complaint August 1, 2022, but case was allocated to Bongbong on August 2, 2022. Bongbong called Leni but was unsuccessful, when is UTCC day 1 of Leni's case?

• August 3

• August 2

• August 1

• July 31

Jordy hasn't been able to answer Jonalyn's call which is from Telstra's complaint, she's been unreachable for the last 3 days consecutively which is from August 1, 2 and 3. However, Jordy answered the call today, (August 4) and advised that he is not available as of the moment and to give him a call tomorrow, (August 5) When is UTCC Day 4?

• August 4

• It depends, might be August 5 if Jordy Answered the call.

• August 3

• August 5

Jessica complaint about her no tone issue, and due to her medical conditions, she ticked the P.A when she reported via T.Com, What will be your next best action?

• Send a tech

• Validate P.A tagging. Send a modem replacement

• Check if customer has other way to call help line in case of emergency, validate her P.A tagging and advising her if she'd like to be tagged as P.A so that she can submit documents.

• Validate condition, if customer has a mobile, and assist customer for P.A registration if required.

Jessica mentioned she has a life-threatening disease requiring a telephone line as it's connected to her health alarm system and has no access to mobile as she only borrowed this while she has a problem on her phone. What should be the next best action?

• Assist customer, perform troubleshooting steps

• Process Interim

• Send out a technician

• Offer Interim and Escalate to High Risk

If today is August 5 and you sent UTCC Invitation as customer has been unreachable after 5 consecutive attempts. When will it be closed if customer continues to be unresponsive after 10 business days?

• August 6

• August 20

• August 19

• August 22

After allocation, how long should we validate if customer is P.A or not, so that we tick or untick the P.A tagging?

• 24 hours

• 48 hours

• 7 days

• Before closing the complaint Case.

For you to be able to get a rating 5 on TTR, how quick should you be able to close a specific case.

• 5 days

• 6 days

• 7 days

• 8 days

What are the Treatment Categorisation?

• Disconnect, Sales and Program

• PA, Life Threatening or Life Support, Experiencing Relationship Hardship, Incorrect Disconnection by Telstra

• PA, Life Threatening or Life Support, Experiencing Financial Hardship, Incorrect Disconnection by other Provider,

• PA, Life Threatening or Life Support, Experiencing Financial Hardship, Incorrect Disconnection by Telstra

When do we reset the UTCC?

• None

• If 5 UTCC is not within 10 calendar days

• Every time customer answers

• After 5 UTCC attempts