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WorksheetsELITE WEEK #1
Total questions: 19
Worksheet time: 10mins
At the end of each contact, which system do you access to send customer a text message?
CRM
OPUS
OLDPUS
TORCH
What are 3 key elements of ELITE Care?
pizza pizza pizza
A mindset, end to end customer support, supporting top customers
Explain, explore, exceed
welcome, greeting, recap
Considering our curriculum what does E3 stand for??
Explore, Explain, Exceed
Experience, Expertise, Employment
Excellence, Excitement, Enhancement
Easy Easy Easy Sohbit
When looking up a myCSP article by number, which symbol must be included?
# Pound
@ Symbol
* Asterisk
+ Plus sign
What are the 3 ATT THANKS Tiers
Blue, Gold, Platinum
Silver, Bronze, Gold
Gold, Diamond, Platinum
Dirt, Sand, Mud
Select the only valid reasons to place a customer on hold.
Type or read notes on an account.
Finish a previous order.
To make an outgoing call to another department on the customer's behalf or speak w a manager
Type an order.
Where do you find the Directory tool? Choose best answer
MyCSP
Link Center in MyCSP
Search for article in MyCSP
D-L folder in MYCSP link center because Directory Tool starts with "D"
Warm Transfer is defined as getting the customer to the correct queue without rep introduction.
True
False
How does AT&T contact customers for Voice of the Customer surveys?
Smoke signal
via Text message / SMS
Via mail w the paper bill
Via telephone call
Which one is the correct One and Done calculation?
Transfer rate + repeats
Total number of calls + transfer rate + repeats
Total number of calls - transfer rate - repeats
Transfer rate - repeats
How do you calculate transfer rate?
Inbound customer contacts - # of transfers
Number of transfers/inbound customer contacts
Inbound customer contacts /# of transfers
Number of transfers/7 Day Repeats
Voice of the customer responses are 1-5. What rating(s) are considered Promoters?
Ratings of 1’s and 2’s
Ratings of 5's and 4's
Ratings of 3’s, 4’s and 5’s
Ratings of 5’s
Rep 1 transfers call to Rep 2. That customer calls back within 7 days of the interaction regarding the same issue, Rep 1 & 2 receive a repeat call. What is this an example of?
Dual Ownership
Cold Transfer
Shared Transfer
Warm Transfer
What do you need to calculate average handle time?
amount of after call work
# of Calls, Talk time and hold time
Transfers and after all work
Popey's 3 piece
Which system do you use to authenticate a unified/combined account?
ATT CRM / LS CRM
BIBA
TELEGENCE
MYATTZONE
What myCSP resource do you reference to determine if you handle or transfer a call?
Contact Handling Matrix
Frontline Focus
Quick Links
MYCSP HOME PAGE
NOT A benefit of following authentication procedures when accessing customer accounts?
Meets AT&T policy requirements
Ensure accessing the correct account
Customers know AT&T protects their information
Customers never have to call back again
What are the 3 AT&T Promise Pillars?
Personal, Effortless, Inspiring
Educational
Welcoming
Value, Options, Questions
Which describes the AT&T Promise Step of Uncover Needs?
Ask questions to get to the root cause
Greet with friendly, genuine hello
Be the friendly expert and use your resources to ensure complete resolution
Clearly explain what the customer can expect next
