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WorksheetsConfirmation of Learning 3
Total questions: 20
Worksheet time: 4mins
Select the Key Performance Indicator Metro by T-Mobile uses to measure whether the agent could resolve the customer's request on that call.
Average Handle Time.
Average Speed of Answer.
First Call Resolution.
None of the above.
Of the listed Specialty Teams, which team can only receive Warm Transfers?
Wireless Number Portability Team.
Customer Appreciation Team.
Dealer Support Group.
Smartphone Support Team.
Fill in the blank: Select the word the best fits the following sentence: Being ________ is to put yourself in your customer's shoes and truly understand where they are coming from.
Empathetic
Energetic
Confident
Positive
None of the above
Fill in the blank: Sometimes we may have to give the customer information they do not want to hear but if we focus on the ___________ and what can be done, we can usually turn it around
Confident
Energetic
Positive
Negative
None of the above
There is no limit to thinking out of the box EXCEPT when it comes to?
Account Security
The customer's plan
The customer's additional services
Troubleshooting the customer's account
None of the above.
When the customer is not responsive to the agent the agent should...
Speak louder to ensure the customer has the agents attention
Drop the call without reading the ghost call script.
Begin reading the ghost call script.
Stop talking until the customer asks if your still on the line.
Which of the following is true about Partner Coverage?
Listed in grey, provided by Roaming Partners, customer has access to limited services: calling and text messages only.
Listed in purple, provided by Metro by T-Mobile, customer has full access to Metro by T-Mobile services: calling, text, and data.
Listed in white, provided by Verizon, customer has limited access to services: calling, texting, but no data.
None of the above.
Select the four title sections whereby the left side panel of MetroCare is organized.
Products, News, Resources, Reports
Facebook, Twitter, Instagram, Snapchat.
YouTube, Vine, Vimeo, Daily Motion.
None of the above.
Where in MetroCARE can agents find information about the devices Metro by T-Mobile Offers?
Announcements.
Devices.
Calendar.
None of the above.
Select the workspace in MetroVoice (Jive) that provides a space for agents to interact with one another.
Work.
Life.
Community.
None of the above.
What is Data Prioritization?
When the network is congested we clear the congestion as quickly as possible by temporarily boosting data speeds for all customers until the congestion is cleared.
When the network is congested we clear the congestion as quickly as possible by having by having the heaviest date users (top 3%) temporary experience prioritization of others above them.
When the network is congested we disconnect data services for all customers until the congestion has cleared.
When the network is congested we clear the congestion as quickly as possible by maintaining data speeds for all customers until the congestion has cleared.
Which of the following services are included in the customer's plan?
Napster Unlimited Music, Caller ID Block, name iD, and Value Bundle.
Select Shared Calling, Premium Handset Protection, World Calling, and Mexico Unlimited.
3-Way Calling, Short Codes & Alerts, Unlimited Text and Picture Messaging, and Voicemail.
Under what situations should call center agents refer the customer to the Metro by T-Mobile website, store, or authorized dealer?
Always refer the customer for questions about phone pricing and availability.
Always refer the customer for assistance in updating their price plan.
Always refer the customer with assistance for adding a line of service.
None of the above.
Among the popular software platforms listed below, select the platform that Metro by T-Mobile does NOT support.
Android
Apple iOS
Blackberry
Windows Phone
What is the Pixel per frame rating Data Maximizer defaults video streaming to?
720p (Standard HD).
480p (DVD Quality).
4K (Ultra HD or 2160p).
1080p (Full HD).
To use Wi-Fi calling, what must the customer do?
Write Metro by T-Mobile a request in a letter.
Add the e911 address to their line by calling customer service, or updating it in the phone's MyMetro app.
Nothing. Wi-Fi Calling will work regardless of having an e911 address on file.
None of the above.
When troubleshooting Calling (can't make and/or receive calls) what is the first step agents should do?
Verify the phone is fully charged.
Check if a port process has been initiated within the last 48 hours.
Perform a Network Device Refresh in EDGE.
None of the above.
When troubleshooting Text Messaging, what is the last step agents should do to the customer's phone?
Turn on mobile data.
Verify Bluetooth is turned off.
Factory Reset.
None of the above.
When the customer says they cannot use Hotspot, what is the first thing agents should do?
Verify if WiFi is enabled.
Verify if the customer is within the Metro by T-Mobiles coverage area.
Verify if the device is connected to a charger.
Verify if the home router is plugged in.
When disconnecting Wi-Fi on an Android or Apple Device, what should the agent instruct the customer to do?
Open the Notification Pane on the device and toggle WiFi OFF.
Unplug the home's WiFi router.
Toggle Mobile Data off.
Agent should disconnect WiFi for the customer.
