Team Lopez Updated Processes

How many verifiers are needed if the customer isn’t calling from the MDN or an alternate phone number?

• Two Verifiers

• Three verifiers

• Customers must always call from MDN

Should I confirm Alternate Phone Number, Email address and Mailing address on every single call?

• False

• True

Which queue should we use the greeting for?

What’s the process if the customer says they don’t have an alternate phone number?

• We’ll keep the number that’s already listed on the account.

• We change it to the MDN

• We ask the customer to provide a family or a friend's number

• We can enter a dummy number like 1-000-000-0000

What is the limit that we can offer a Lifeline customers when they are calling to the OOBU queue.

• In California, we can offer 4 times per month, but in other states, it's limited to 3 requests.

  4o

• We need to offer the paid options every time.

• There’s no limit.

• We need to ask the helpdesk for permission.

What happens if we received a Field Agent call requesting an update on an application?

• We’ll search the account and provide the updated information.

• We refer the Field Agent back to their manager since we no longer provide Agent Support services.

• We direct them to check the website.

• We ask them to have the customer give us a call.

What’s the best way for us to address customers during our calls?

• Mr./Mrs.

• First Name + Last Name

• Only first name

• Sir/Ma'm

If a Lifeline customer is calling about no data connection, you ask them to restart the network and then the device. Since they are calling from the cellphone, you ask them to call back if the issue persists. What disposition would you choose in Talkdesk?

• Lifeline Service Inquiries

• Lifeline Account Balance

• Lifeline Throttled Data

• Technical Support - Tier 1 Resolved

Should we always leave a description in the Talkdesk notes, except when the caller is not a customer?

• True

• False

If we get a call with no one on the line from the Exc - React queue, what Talkdesk disposition should we use?

• Call Back; Not A Customer

• Ghost Call/No Customer On The Line

• Not Winback Related

• Third-Party Call