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WorksheetsPublic Mobile to Koodo Migration (P2K)
Total questions: 19
Worksheet time: 21mins
Public Mobile was acquired by TELUS in?
March,2008
May, 2017
January, 2017
October,2013
Fact or Fiction: The CSS agents can offer family discounts on P2K migration plans.
FACT
FICTION
How many gigs of data is included with the Koodo $35 UL minutes Plan TL SFD?
1 GB
7 GB
5 GB
12 GB
How many gigs of data is included with the Koodo $50 UL minutes Plan TL SFD?
2 GB
7 GB
12 GB
5 GB
The Koodo $35 plan is eligible with which of the following tabs?
BYOD & Tab S
Tab S, M, & L
Tab M & L
Tab M
The Koodo $50 plan is eligible with which of the following tabs?
BYOD & TAB S, M, L & XL
TAB S, M & L
Tab M
All points are invalid
Why is Koodo a better fit for our price conscious customers. Select the best answer from the following options.
Shock-Free data (SFD) lets customers control their data usage so they can avoid unexpected charges
Canada’s largest and fastest 4G LTE coast-to-coast network
UL Nationwide calling & international text messaging
Get the latest and greatest phone for an affordable price on our flexible Tab.
All points are valid
For a positive customer experience, the CSS agents need to be clear with the order processing, especially the number porting procedure. Which steps will enable them to educate customers so they successfully complete the port in request process?
Place the order in the MSS with a temporary number
Customers receive SIM/Device
Customer must finish the port in request via self-serve
All points are valid
How many pieces of ID are required where the customers would like to take advantage of hardware subsidy (Discount) on a 2 service agreement?
One
Two
Three
Four
How many pieces of ID are required for a prepaid to post-paid migration (MTM Only) performed by CSS WLS Inbound agents that does not involve a hardware subsidy?
One
Two
Three
Four
The Public mobile to Koodo mobile migration (P2K) is a targeted campaign , we don’t need to initiate the fraud call-back process. What are the steps the CSS agents must follow to validate the customers' identity over the phone? Select your best answer from the following options.
Offer to validate the customer through SMS
Use http://CSSSMS to send a OTP (One Time Password) via SMS that the customer would have to read it back on that Public #
If customer doesn’t have free text messaging, please ask if they are comfortable receiving a validation SMS, if not, please proceed with order (If SMS are free to receive!!)
All points are valid
Select from the following IDs that can be accepted for the credit check ?
Social Insurance Number (optional, but preferred)
Non-expired Driver's License number, Province of issue and the expiry date
Canadian major credit card (Visa, MasterCard or American Express)
All points are valid
Select from the following IDs that are NOT accepted for the credit check ?
Expired IDs
Usage of word "Soft check"
Unacceptable IDs -BC ID, Debit/prepaid cards
All points are valid
What is the path to the OneSource page to find the new WLS Inbound call flow?
Home > Teams > Call flows > Consumer Sales Solutions (CSS) > Quality
Home> Quality > Teams > Consumer Sales Solutions (CSS) > Call flows
Home > Teams > Consumer Sales Solutions (CSS) > Quality > Call flows
All points are invalid
Fact or Fiction: For a positive customer experience, the CSS agents need to be clear with the order processing and set proper expectation with the customers regarding the number porting.
-They will receive the new device or SIM in 3-5 business days
-They will be provided with an temporary TFN so they won't lose the service
-Services won't be interrupted
-Once they received the device they can finish the porting online through Self-serve
-Customer must create an account on Koodo.com to access self-serve
FACT
FICTION
If the CSS agent doesn’t set proper expectation with the customers regarding the number porting request (P2K). Failure To comply will result in which of the following compliance alerts/score downs?
Accuracy of Information Alert
Accuracy of Information Score Down
Order Entry Alert
Order Entry Score Down
All points are invalid
What kind of compliance alert will be generated if the CSS agents don't leave detailed notes on the accounts?
Accuracy Of Information Alert
Order Entry Alert
Regulatory Alert
Professionalism Alert
The agent suggested the customer to keep the PIN from his previous prepaid account to his new koodo mobility account. The agent placed a Weak PIN number (2588) on a new account. Agent did not advise the customer this is a Weak PIN since it is related to his date of birth (02/25/1988). What kind of Alert will be generated?
Order Entry Alert
Accuracy of Information
Privacy Alert
Regulatory Alert
True or False: If they refuse to change the weak PIN, we've to advise the customers that they will need to verify three pieces of ID (SIN, DOB, DL or last 4 digits, registered CC) every single time they call in.
TRUE
FALSE
