Weekly Connect 4/23/2024

Porting, Activation & Credit Porting, Activation & Credit

• employees must call the customer

• Use DDIA

• Porting, Activation & Credit

• Verizon employees must provide the call monitoring disclosure every time someone new comes on the phone (e.g., when a new person is conferenced in or the phone is handed off).

T2 Call Handling/ Active Listening and the Customer Experience

Which is True?

• If account verification is needed and the account does not come through verified or the Tier 1 agent cannot provide the account verification information, Tier 2 should take over the call and work directly with the customer. 

• Bears can fly

• Ice Cream is hot

Credit Apps: Manual Authentication

Use DDIA when the Porting, Activation & Credit Team (PACT) works with consumer customers to resolve the following credit application holds:

• • HD/SL: Send a copy of the ID and SSN card to Porting, Activation & Credit

  • HD/SN: Send a copy of the ID and SSN card to Porting, Activation & Credit

  • HD/SY: Send a copy of the ID and SSN card to Porting, Activation & Credit

  • HD/AI: Additional documents are required

• • HD/SL: Send a copy of the High School dipolma o Porting, Activation & Credit

  • HD/SN: Send a copy of theCredit Card to Porting, Activation & Credit

• Just approve the application

• I don't know

Building a Connection

Why is it important to build a connection with the Customer ?

• Our Customer are counting on us as experts to reslove thier issue

• They work from home and want a friend

• It makes the world better

• Because you are a good person

Which OSTs & KB articles have been updated?

• 
  204037

  Porting, Activation & Credit: Processing Bureau Data - Low Match Applications (HD/DF, HD/LV, HD/AT)

• 206733

  How to cook eggs in a camp fire

• 6700

  How to make paper

• 206700