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ISM CALL CENTER Knowledge

Total questions: 36

Worksheet time: 51mins

Name
Class
Date
1.

Customer is having navigation issues on the ATT App. Where should SAM go to assist them??

a)

MyATTZOne

b)

MyCSP

c)

Directv.com

d)

Directv Entertainment tool

2.

System used to add/remove DIRECTV channels

a)

Opus

b)

CRM

c)

Rio Shopping Cart

d)

Telegence

3.

Where will you take payments and set up payment arrangements?

a)

Express Pay

b)

Telegence

c)

Where is my tech

d)

Pizza

4.

What tool can you use to help customers setup DTVNow?

a)

MYattZone Mirroring

b)

Telegence

c)

Clarify

d)

MYCSP

5.
What is FaST used for?
a)
Move an order through OPUS quicker
b)
Look up FANs and research wireless contract information
c)
Submit request for a technician to expedite an order
d)
None of the above
6.

What can you see in the fast tool?

a)

Offer Elements such as discounts, fee waivers, and other FAN-based offers

b)

Customer zodiac signs

c)

DW's burner phone telephone number

d)

Previous phone purchases

7.

All recommendations should start with

a)

I'd be happy to help you with that

b)

Based on what you told me

c)

What brought you to this decision

d)

I'm sorry you feel that way

8.
When ordering STBs a good pairing would be a ________ and 2________
a)
Bourbon and 2 ice cubes
b)
Genie HD DVR and 2  Genie Mini’s
c)
Combination of Genie’s and HD DVR’s
d)
HBO & 2 Showtime channels
9.
What do you get with a Genie HD DVR that you don't get with a non Genie HD DVR?
a)
Total Home DVR
b)
TV Apps
c)
IR/RF remote
d)
All of the above
10.

As a n Elite agent you will save and disconnect

a)

Uverse service

b)

Wireless service

c)

Nothing

d)

Directv now service

11.
What are some of the resources that customers can use to locate their favorite programs and channels?
a)
Smart Search on their remote
b)
DIRECTV.com
c)
The ATT mobile app
d)
All of the above
12.

What system will Sunny use to refund activation fees on new DTV orders?

a)

Rio

b)

Clarify

c)

CRM

d)

she won't process this types of refund

13.

Who is the greatest instructor of all times

a)

Martin Lopez

b)

Crazy Joe (aka Batman)

c)

Edward James Omos

d)

John Stanky

14.
OPUS is used for the following:
a)
New Wireless and DTV orders
b)
New AT&T Internet orders
c)
All of the above
d)
Toothpaste
15.
Quick Links within OPUS allows access to?
a)
myCSP, Store Locator, and the Wireless Coverage Map
b)
AT&T Value Calculator and AT&T CRM
c)
Pete's Pizza
d)
Order Track and ATT.com
16.
In MyCSP, what will you review weekly to keep a finger on the pulse of ISM?
a)
The Promise
b)
DIRECTV Hub
c)
Frontline Focus
d)
Martin's new hair cut
17.
How does using myCSP make your job easier?
a)
It keeps customers occupied while on hold
b)
Saving articles is as easy as clicking bookmark
c)
It plays background music to sooth angry customers
d)
It has information regarding stress reduction
18.

The purpose of At Your Service call flow is to make each customer interaction:

a)

Personal

b)

Effortless

c)

Inspiring

d)

All of the above

19.
Voice of the Customer surveys are calculated based on the following customer types
a)
Promoter, Nuetral & Detractor
b)
Moe, Larry, Curley
c)
Satisfied, Very Satisfied, Dissatisfied
d)
I don't remember
20.
What are the customer benefits of a combined/unified bill?
a)
One bill for multiple services
b)
One payment for multiple services
c)
Promotions and discounts may be available with combined bi
d)
All of the above
21.
Combined bill is one of our top call drivers. How can we reduce the confusion for the customer?
a)
Offer free services
b)
Stop combining bills
c)
Set clear expectations with the customer when combining a bill.
d)
Direct the customer to chat online for support of their combined bill
22.

When processing orders and Opus seems to be looping who can you contact? What will you do?

a)

Call a coach

b)

Open an Opus ticket

c)

. Inform the customer they cant have a phone at this time

d)

Give thanks and praise

23.
This tool has a link allowing you to effectively assist customers with their web or mobile app experience via mirroring the customer.
a)
MyAttZone
b)
Hammer
c)
Wheres my tech tool
d)
CCC Tool
24.

Which of the following is NOT a step in the call flow

a)

Uncover Needs

b)

Build Rapport

c)

. Personalize Solutions

d)

Sincerely Thank

25.
BONUS QUEASTION: Bell Labs invented the Linux operating system?
a)
True.
b)
False.
c)

possibly?

d)

No idea

26.

You must have knowledge of which products to support customers successfully?

a)

DIRECTV, Wireless, AT&T Internet, and AT&T Phone, Uverse tv

b)

DIRECTV and Wireless, internet, attgo

c)

U-verse TV, AT&T Internet, and AT&T Phone

d)

Wireless and U-verse TV

27.

What is the lead offer when a customer calls with existing U-verse TV service and wants to shop around for a better deal

a)

ATTTV

b)

Resell the value and benefits of U-verse TV.

c)

Thank the customer for being a loyal customer and welcome them back at any time

d)

. Use Customer Loyalty Group offers to save the U-verse TV

28.

What types of calls may you transfer

a)

Disconnect requests

b)

Complex wireless billing

c)

Basic wireless troubleshooting

d)

Combine / De-combine requests

29.

This type of call I can transfer

a)

Sunday Ticket Disconnect Request

b)

Complex wireless order issues

c)

Wireless credit issues

d)

Wireless Promotional gift card issues

30.

This type of call I can transfer

a)

Mobility Billing Issues

b)

Complex Repair issues

c)

Internet data usage

d)

Wireless dbl billing issues

31.

When processing adjustments in Telegence it is important to use

a)

Your Brain

b)

Line level

c)

Small dollar amounts

d)

50% only

32.
This tool allows you to mirror customers and see what they see on their att app?
a)
Stalker Tool
b)
CCC Tool
c)
myATT Zone
33.

Can NOT be done at myATT Zone

a)

Assist customers with resetting their online password

b)

Search and display customer information within the tool

c)

Process DTV Orders

d)

Mirror the customer’s accoun

34.

This is NOT a step of the call flow

a)

Sustain charges

b)

Uncover Needs

c)

Personalize Solutions

d)

Sincerely Thank

35.
 Customers CANNOT "bundle" their DIRECTV service with which of the following services?
a)
ATT PHONE
b)
ATT WIRELESS
c)
CRICKET WIRELESS
d)
ATT INTERNET
36.

If the opportunity arises to sell TV What is our lead offer?

a)

Uverse TV

b)

Little ceasars

c)

Internet

d)

Directv

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