Windstream 3

Is a customer has a PWRO it means that

• Customer needs to create a new account

• Customer is on a collection agency

• Customer needs to send us a leave agreement

• Customer is suspended

Is a customer wants to change the password, we...

• Ask probing questions to check the password we needs to change

• Change Go Kinetic password

• Send customer to email to change the password

• Disconnect the call

If a customer billong system is RevChaink, we...

• Disconnect the account

• Xfer the customer to retention

• Xfer the customer to KSF

• Make a payment arrangement

If a customer wants to change plan Solo to Bundle what order should we place?

• R order

• X order

• C order

• O&I order

If Voice only customer wants to add internet what order should we place?

• O order

• P order

• O&I order

• C order

If a call is in English and the customer wants to do a payment arrangement, we...

• Process the payment arrangement

• Xfer to financial services

• Xfer to collections

• Tell the customer that we are disconnecting the account

If a customer wants to lower the bill, first thing we should do is...

• Remove services the customer do not use/need

• Provide a $10 credit

• Speed upgrade for the same price

• Offer a retention credit

If a customer is Matrix C and has an I order and wants to apply ACP Credit to avoid paying deposit we should...

• Tell the customer we don't handle that and xfer to RIS

• Advise customer we can take the Acp code but still will need to pay deposit

• Xfer to Financial services so they can remove deposit

• Xfer to RIS so they can fix it

Where can we find payment agencies?

• Exchange sheet

• Uqual

• Kinetic search

• Wincare

What does QA check when they are listening to a call

• Empathy

• How much money you give in credits

• Customer verification

• Call duration