WorksheetsUsage Control Notifications and Payment stuff
Total questions: 22
Worksheet time: 11mins
What could be the cause of a customer's data being suspended?
The customer was rude to previous agent
Often service is suspended based on unbilled data usage.
After 3 txt notifications data is suspended
After 3 email notices service is suspended
Why are there multiple 19MB sessions when a Mobile Share customer checks their unbilled usage?
The customer has multiple lines using 19MB of data
Multiple lines share the same data usage so notifications will be sent per line
Mobile Share provides near real-time feeds in increments of 19MB data sessions
Non-billed data is randomized until charges are billed and may not reflect actual usage until the actual billing occurs
Why did I receive a notification of high use after I was already over my plan limit?
In most cases, notifications are sent within 24-72 hours of usage.
You most likely didn't notice the initial notification
This isn't possible usage always triggers a notification prior to overage
This isn't possible notices are triggered and go out prior to overage limitations
Consumer and Signature Program members can..
view current/previous usage and trend reports via myAT&T Online Account.
view previous usage at ATT.COM/MyATTNotifications
view previous usage at ATT.COM/Usagenote
Signature Program members cannot view usage online. Their usage is zero rated incurring no charges
Understanding data control usage notifications can impact which of the following...
AHT
VOC
AER
VOQ
What does PCF stand for
Payment Convenient Fee
Payment Convenience Fee
Private Company Functions
Pirates Collect Fossils
Payment arrangements can be done in
CRM and RIO
Express Pay and RIO
Clarify and Expresspay
Clarify and Opus
Payment arrangements and Bill payments are only done in
Opus and CRM
Express pay & Rio
Opus and Express Pay
Authorized payment centers
The $5 dollar fee can be avoided by
Using SSO
Using cash over the phone
Using a fee free pinned visa or mastercard
anyone who begs Courtny
Before you gather credit card info you must first
Check to see if a card is already on file
Gain consent
Verify balance due amount
Make a personal reccomendation
A manual waiver can be done in the case of
Begging
Customer is your friend
Natural disaster
Customer needs to make a payment arrangement
You would pass to collection if
The customer asks to be transferred to collections
You take full payment but the service still wont restore
There are no payment arrangements available in the system
Under no circumstances?
BONUS QUESTION!!! The best off road vehicle in its class is..
Chevy Colorado Z71
Ford F150
Ram 1500
Toyota TRD PRO
Is not a self service option
IVR 611
Retail Kiosk
myPayTT
*Pay
What Does BRN stand for..
Big Round Nectarines
Billing request notifications
Billing Reinstatement Number
Beautiful Righteous Nightmares
How long does it take for electronic payments to post?
1-2 days
3-5 days
1hour
like...right now right now
How many SSO payment methods are there
5
8
13
6
Future Dated payments in ExpressPay cannot be dated beyond ______days from current day
10
20
30
31
What's the easiest way to access self service options from a PC web browser?
MYatt.com
Vanity URLs
What is a PC
FLamin Hot Cheetos
What kind of receipt does the customer receive after pay ment is made ?
Redemption sheet
Approval code
Exchange receipt number
No receipt
Randomly choose an answer
Pick me!
No!! Pick me
I don't care who you pick..
I'm probably the best choice
How many payments are declined before you are DE-enrolled from AutoPay?
4
3
2
1
