Complete Recovery EQ DAY 1

What we do as Complete Recovery agents?

• Sell Internet and TV services

• Recover equipment from customers who no longer use their services

• Recover tv and computers

• Schedule appointments to get internet and TV services.

Complete Recovery works with COMCAST, COX AND SPECTRUM. True or False?

• TRUE

• FALSE

What is a promise?

• It is a commitment to get services and pay for their EQ.

• It is a commitment to pay every month their services 

• It is a commitment from a customer to return or restart their EQ by the time specified.

What is a Disposition? Where do you put them?

• A disposition is a code entered in LiveVox. It tells our systems what to do next with the account.

• A disposition is a code entered in Old Lightning at the end of every call.

• A disposition is a code entered in Comcast 2.0.

• A disposition is a code entered in Webex to have an explanation of the service.

What is compliance part 1 & 2?

• 1° Privacy statement (Recording compliance).

  2° Cellphone Compliance.

• 1° Full name

  2° Recording compliance.

  3° Cellphone Compliance

• 1° Thanking the customer for taking the call.

  2° Verify street address and request city, state and zip code.

• 1° Recording compliance.

  2° Thanking the customer for the confirmation.

How do you authenticate an Outbound call?

• We need to secure the account with the full name and full address. 

• We need to secure the account with the full name, compliance 1 and 2, and the customer confirms city, State and Zip Code.

How do you authenticate an Inbound call?

• The customer needs to confirm the full name and full address, and we need to confirm the cellphone number.

• We need to secure the account with the full name, compliance 1 and 2, and the customer confirms city, State and Zip Code.

 How much is the unreturned EQ fee for Comcast / Cox

• 250 USD for both.

• 250 USD Comcast, Cox the system shows.

• System show for both

How many promises do we have for CRC (Comcast)?

• Self-return to Cox

• Container

  Self-return UPS

• Self-return to Xfinity.

  Self-return UPS

  Container

  Restart

• Self-return to Xfinity.

  Self-return USPS

Which questions do we ask when the customer will return the equipment?

• What equipment will be returned?

  Where will be the equipment returned?

  When will be able to return the equipment?

• When was the EQ returned?

  What equipment was returned?