2 reason an agent can place a customer on hold:!
*123543
1.Needing help from Manager or team lead for customer assistance
Making an outgoing call to another department on the customer's behalf
o Resolving technical issue.
Non-Hold Silence
Avoid long periods of silence greater than 30 seconds. Keep the customer informed of your actions.
Set expectations regarding your actions if you feel you must be silent during the call to focus on
details of resolution or to conduct research.
What part of my csp you can see my urgent alert display? Activity stream
customer experience promise 3 pillars:*438079 personalize, inspiring, effortless
Which tools should you Log in first before logging in other tools? FAAT *534568
Launch FAAT/Troubleshooting
1. On the desktop, or from the Windows Start menu, click the First-Asset icon. First-Asset is
authorized through the AT&T Global Logon screen.
2. Enter your current ATTUID and password and click Sign In.
3. Select the workcenter on AEG.
4. Click Launch. Let CRM completely launch before using the FAAT features.
What promise step provides opportunity about self-care option?
Thoroughly Educate (give ATT.com and advice customer to download att app on their phone easily
access their account and get on time promotion and updates.
Share any tips and help your customer with their complete solution.
Show them the many benefits of digital options.
Clearly explain what they can expect next
What is the DIRECTV Competitive Information Center (CIC) tool?
The CIC tool compares DIRECTV to other local competitors in a customer's area by their ZIP
code.
Note: The information contained within the CIC tool is taken from a periodic review of
publicly available Web sites and may not reflect another provider's current offering. This
information is intended for AT&T internal use only, does not constitute any form of advice
or recommendation, and should not be relied upon by consumers in making any purchasing
decisions.
How do you get access to the tool?
For those who should have access, the appropriate link for the CIC tool can be found in the
Link Center which is on the right-hand side of myCSP under Tools.
You can also search for CIC in the Search Bar, the appropriate link will appear there as well.
Authorized Retail: If need access, please reach out to management to begin process.
3 steps for a strong offer:
Discovery(ask question) Identify – Wants, Interests and Needs (WINs)
Offer personalized solution _create integrated solution
3 ways to search for customer account in RIO:
Search for Account *537711
If a pending account did not populate automatically, search for account.
1. Click binoculars icon to open Search Center.
2. Select a search type from drop-down menu:
1. Accounts (by service phone number or account number)
2. Accounts by Address
3. Accounts by Receivers
Authentication for DIRECTV to CRM Conversion Accounts
For all customer interactions:
1. Greet the caller.
2. Ask who you are speaking with (before locating the account or attempting authentication).
3. Locate the account in CRM.
4. Authenticate the account with:
1. The caller's name (first and last name)
2. The authorized user list in the DIRECTV Authorized User Lookup tool
3. The account's service address (street number, street name, and ZIP code)
1. Only the account holder or an authorized user is permitted access to account
information.
2. If there are no authorized users listed in the DIRECTV Authorized User
Lookup tool, only the account holder is allowed access to the account.
4.
1. The account holder name and service address provided must match the
information in the Contact field in the CRM Interaction Manager section.
2. Nicknames such as Bob for Robert or Sue for Susan are acceptable.
3. Full street name verses the abbreviated street name on the account is acceptable
(for example, Sunnyvale Vista verses Sun Vis).
4. The designation of the street type (for example, Dr, Rd, Ln, St, Way, Cir, Ct, Tr,
and so on) is not required to complete the service address authentication.
5. Do not use the Q&A, if populated, to verify the account if the Passcode field
is blank.
Authentication Processes for CRM
1. Locate the account the customer is calling about.
2. Verify the passcode assigned to the account.
1. Suggested verbiage: In order to protect your privacy, I need to verify the passcode on
the account.
3. If the customer has forgotten the passcode they assigned to their account,
follow Authenticating Accounts in CRM: Forgotten Passcode/Q&A Duo.
Customer Forgot Passcode Assigned to Account
1. Verify the customer using the Q&A Duo assigned to the account.
2. Ask the customer to establish a new 4-digit passcode.
1. Do not provide the forgotten passcode to the customer.
3. Enter the passcode in CRM:
1. On the Interaction Home screen, click the underlined Account ID.
2. Click the Account Identifier tab.
3. In the ID field, enter the 4-digit numeric passcode.
4. Click Replace.
Then
If the caller cannot
authenticate a
passcode or verify
the Q&A
If The customer Place an OB call to an AT&T Phone/VoIP, Mobility, or Wireless
does not have Call Home Phone TN billed on the customer's account for authentication
Waiting at their TN as shown in the Authenticate Caller pop-up.
location
1. Place the inbound call on hold and place an OB call to
the customer at their AT&T Phone/VoIP, Mobility, or
Wireless Home Phone TN location.
2. After reaching the customer at the TN location,
consider them authenticated.
3. Release the OB call and complete the conversation on
the inbound call.
1. Sales conversations cannot take place on an OB
call.
2. On the Authentication screen, select Authorized, and note
the account that OB authentication was required.
3. After successful authentication through the OB call, ask the
customer to establish a new 4-digit passcode and Q&A Duo.
1. Do not provide the forgotten passcode or Q&A Duo to
the customer.
4. After establishing a new 4-digit passcode and Q&A, advise
changes made to the passcode and Q&A trigger an automatic
notification to the account holder.
The customer is not Refer the call to a team lead or coach to return the call to
at their TN location authenticate the customer and handle the customer's request.
1. Ask the customer to call back when they are at their TN
location.
2. Advise they can authenticate their account and reestablish
their passcode and Q&A duo at a retail store by providing a
valid government-issued photo ID. A store associate can assist
them after the successful account authentication.
1. In some situations, store associates may need assistance
by calling a specialty center. Authenticate all inbound
calls.
Where do look for channels and packages? Directory tool under EGDIRECTV tools.
What is Cx NOTES-CX Notes provides agents with a temporary location to store critical call
details in a clean desk/compliant manner
myAT&T Zone - Mobility
Use to assist customers with their myAT&T account and/or AT&T wireless service.
Teach self-service using myAT&T Mobile App or myAT&T Web.
Reset passwords.
View rep and customer myAT&T activity.
View status and manage updates on existing orders, launch OPUS.
Enhance the AT&T customer experience with AT&T THANKS! *498542
Unlike rewards or loyalty programs, which require points to be earned, AT&T THANKS is a true appreciation
program.
AT&T customers get benefits from the start: no sign-up, no fees, and they can easily view and redeem
benefits via the AT&T THANKS App (Android and IOS).
AT&T THANKS offers tiered benefits for AT&T customers, allowing AT&T to appreciate the
customer in different ways for their loyalty. Tiers differentiate and provide benefits of increasing
value for the best AT&T customers, with Platinum being the highest available tier.
Customers can confirm their tier status and view benefits:
o Customers may visit att.com/attthanksto see the entire line up of benefits by tier.
No login is necessary to view tiered benefits.
Tiers also appear in OPUS for DIRECTV and U-verse accounts.
