Contact Center Training Quiz

Ms. Venus calls to report that her digital cable service, subscribed under the "DIGI 489" plan, is not working. In the SMSClient system, you see her status is "SUSPENDED". What is the most likely cause?

• The customer's set-top box is broken and needs to be replaced.

• The customer's account has been deactivated, likely due to a missed payment.

• There is a system-wide outage affecting all digital cable subscribers.

• The customer's subscription has expired and needs to be renewed.

Ms. Venus, a fiber internet subscriber with the "HOMEWYFY 1499" plan, complains their internet is very slow, despite having only three devices connected. The plan is ideal for up to eight devices. What is the first system you should check to diagnose the problem?

• Telavi, to review their previous call history.

• Picaso, to confirm their payment status.

• NCE, to check the ONU's signal strength and status.

• SMSClient, to verify their set-top box configuration.

Venus, a subscriber who joined in 2010, calls to complain about a recent price increase on her cable-only plan. She wants to disconnect. Considering the company's history and policies, what is the most strategic alternative to offer her?

• Offer her a 5% discount for paying for one year in advance.

• Reassure her that the price for analog cable in Batangas is fixed at ₱470.00.

• Suggest upgrading her service to a Fiber Bundle plan, which includes cable TV.

• Inform her she must fill out a disconnection form at the office, which will take a month.

Venus is handling an inbound call from a customer complaining about "no internet connection." According to the KPI, what is the primary goal for this interaction?

• To ensure the call is answered within the first few rings.

• To successfully sell the customer a higher-speed internet plan.

• To resolve the problem over the phone to meet the 75% ROTP target.

• To schedule a technician visit within the 24-hour "SERBISYONG ORA MISMO" window.

Venus, a customer with a "FIBER 1299" plan from the old package list, calls. She is moving to a new address within Batangas City and also wants to add a second TV connection. Which combination of fees applies?

• ₱500 Transfer Fee only.

• ₱500 Transfer Fee + ₱200 Extension Connection Fee.

• ₱200 Reconnection Fee + ₱150 Extension TV MSF.

• ₱500 Transfer Fee + ₱100 Extension TV MSF.

During a "Kamustahan Call" to a subscriber named Venus who has been with Asian Vision for 6 months, she mentions that her internet sometimes disconnects. This is the first time she is reporting it. What is the most appropriate next action?

• End the call as its purpose was just to check in.

• Immediately schedule a technician visit.

• Thank her for the feedback, acknowledge the issue, and initiate a troubleshooting process.

• Note the issue and promise to have a technician call her back within a week.

During a tech support session, Ms. Venus received a report for a "Slow Internet Connection" job order stating: "Checked ONU in NCE. RX Optical Power at -25 dBm. Advised customer to power cycle modem. Speed test now normal." Which conclusion can be drawn?

• The fiber line has a problem and will likely fail again soon.

• The ONU was online for too long, and a simple reboot resolved the temporary issue.

• The technician incorrectly diagnosed the issue as the signal was outside the normal range.

• The customer's plan is not sufficient for their needs.

Taray changes their Telavi status to "Outbound campaign." Based on the contact center's outbound activities, which of the following tasks are they most likely performing?

• Handling an escalated complaint from a branch endorsement.

• Calling a cable-only subscriber to offer them a new fiber internet promo.

• Answering an incoming call regarding a billing inquiry.

• Responding to a message on social media.

Venus, a customer with an old "FIBER 1500" plan (50 Mbps), wants to upgrade to the new "HOMEWYFY 1499" (200 Mbps) plan. This is an example of which type of Job Order?

• Upgrade (From lower package to higher package).

• New Connection.

• Reconnection.

• Downgrade.

Venus, a fiber internet customer, calls to dispute a ₱250.00 "Service Fee" on their bill. She claims the technician did nothing but tell her to restart her computer. What is the most likely justification for this charge?

• It is a standard fee for any technician visit, regardless of the outcome.

• The fee is for configuring the customer's personal computer.

• The customer's issue was resolvable over the phone, but they insisted on a visit.

• The technician had to replace the modem's power adaptor.