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WorksheetsComplete Recovery EQ DAY 1
Total questions: 10
Worksheet time: 5mins
What we do as Complete Recovery agents?
Sell Internet and TV services
Recover equipment from customers who no longer use their services
Recover tv and computers
Schedule appointments to get internet and TV services.
Complete Recovery works with COMCAST, COX AND SPECTRUM. True or False?
TRUE
FALSE
What is a promise?
It is a commitment to get services and pay for their EQ.
It is a commitment to pay every month their services
It is a commitment from a customer to return or restart their EQ by the time specified.
What is a Disposition? Where do you put them?
A disposition is a code entered in LiveVox. It tells our systems what to do next with the account.
A disposition is a code entered in Old Lightning at the end of every call.
A disposition is a code entered in Comcast 2.0.
A disposition is a code entered in Webex to have an explanation of the service.
What is compliance part 1 & 2?
1° Privacy statement (Recording compliance).
2° Cellphone Compliance.
1° Full name
2° Recording compliance.
3° Cellphone Compliance
1° Thanking the customer for taking the call.
2° Verify street address and request city, state and zip code.
1° Recording compliance.
2° Thanking the customer for the confirmation.
How do you authenticate an Outbound call?
We need to secure the account with the full name and full address.
We need to secure the account with the full name, compliance 1 and 2, and the customer confirms city, State and Zip Code.
How do you authenticate an Inbound call?
The customer needs to confirm the full name and full address, and we need to confirm the cellphone number.
We need to secure the account with the full name, compliance 1 and 2, and the customer confirms city, State and Zip Code.
How much is the unreturned EQ fee for Comcast / Cox
250 USD for both.
250 USD Comcast, Cox the system shows.
System show for both
How many promises do we have for CRC (Comcast)?
Self-return to Cox
Container
Self-return UPS
Self-return to Xfinity.
Self-return UPS
Container
Restart
Self-return to Xfinity.
Self-return USPS
Which questions do we ask when the customer will return the equipment?
What equipment will be returned?
Where will be the equipment returned?
When will be able to return the equipment?
When was the EQ returned?
What equipment was returned?
