Weekly review week 2 ISM

Choose the correct way to place a customer on hold for the first time

• Mr/Mrs customer, may I place you on hold for 90 seconds so I can review all the information on the account and give you the right answer? Thank you

• Mr/Mrs customer, I will work on the account, please wait on the line for 60 seconds and I will come back

• Mr/Mrs customer, please wait on the line. I will be back

• Mr/Mrs customer, I need to review your account. Give me a second

What is the correct process to handle a ghost call?

• Ask the customer if they are on the line, wait at least 60 seconds, if not responds provide ghost verbiage

• Wait at least 10 seconds but no longer than 30 seconds for the caller to respond and (English): "Since I am not able to hear you, I will now disconnect the call, please call us back or visit us at att.com (or directv.com) for payment options

• Ask the customer if they are on the line at least 3 times, wait 10 seconds if there is no response provide ghost verbiage

What is the main tool to handle calls? (No Telco)

• ACC

• Torch

• OPUS

• eTRACS

How many parts can you break a payment arrangement into?

• 1 part

• 4 parts

• 3 parts

• 2 parts

To launch expresspay from Etracs within the PTP section, what is the option to choose when customer states "I want to pay with my checking or savings account"

• Credit/Debit card

• Payment Agency

• Internet

• Electronic check

• Mail

Which of the following verbiages display an effective demonstration of AER?

• A: I understand you're calling because you want a payment arrangement. E: I am sorry for the inconvenience. R: Can I put you on hold to check what can I do?

• A: Yes, I understand you're calling because you want a payment arrangement E: As a customer myself I understand the importance of having extra time to pay the bill. R: You are with the financial expert, and I can help you with that!

• A: Ok, I understand. E: I'm sorry for the inconvenience. R: Let me see what can I do for you

Which is the metric that gets benefited if you make a payment arrangement beyond 48 hours?

• VOC

• Transfer

• NSR

• TVT

• IVT

What is a payment arrangement (PA)/promise to pay (PTP)?

• Secures the balance on a specific date but does not get drafted automatically

• Future dated payment gets drafted on a scheduled date and automatically from a card or checking/savings account

What is a future dated payment (FDP)?

• Future dated payment gets drafted on a scheduled date and automatically from a card or checking/savings account

• Secures the balance on a specific date but does not get drafted automatically

In case our main system is having issues, what tool will we use to make account changes? (NO legacy tool)

• START

• eTRACS

• OPUS

• CRM