https://teams.microsoft.
com/l/meetup-join/
19:dfdbd8ba2b094dccb8b29897924a0a8e@thread.tacv2/1701381397158?context=%7B%22Tid
%22:%22638fcbaf-ba4c-43e1-adae-5475c970fe10%22,%22Oid%22:%227976a797-1542-4679-
8a67-684c28413780%22%7D
-----------------------------------
old login
amoroliva.5@tpnsn.com
bQS8g=15e4trvt
------------------------------------
new login
BMS ID 4876183
NT LOGIN PC Amoroliva.5
Aool960703htcmls03!
amoroliva.5@tpnsn.com
---------------------
my tp learning
NLSA LOGIN amoroliva.5@nlsa.teleperformance.com
NLSA PASSWORD t5HP5eXSv!j53q
Https://mytp.ontp.app/
https://teleperformance-mytp.sabacloud.com/Saba/Web_spf/EU2PRD0152/app/dashboard
-----------------------
seadc.ccms.teleperformance.com
ccms.telepeformance.com
HPTTPS://www.seadc.ccms.teleperformance.com
restart global > credentials nlsa
--------------------------
tpaccount.z5.web.core.windows.net
Cambiar portal global
ABRIR portal global
AÑADIR PORTAL 200.38.155.88
RE ABRIR PORTAL GLOBAL
SELECCIONAR PORTAL 200.38.155.88
CONECTAR
SELECCIONAR CONNECT ANYWAY
CERRAR ENTER PASSWORD PROPMPT
ABRIR PORTAL ALPHAVPN.TPNSR.COM
AHORA SI PONER CONTRASEÑAS
---------------------
Enroll tpnsn
account.gototp.com
entrar con bms credentials
password de nt
next hasta que de opcion de qr
--------------------
hcop.login.us2.oraclecloud.com
------------------
para que el cx pueda entrar a modem configuration tiene que estar conectado a la
misma red que el modem
------------------
Metricas
AISR7: Dias que pasan desde que tuvieron una interacción con un cliente y no marcan
75%
Transfer: Cuidar cuantas llamadas transferimos 17%
comlpiance IIG: Call notes 90%
NTS: %of promoters - % of detractors
CBM: PITCHEAR EL COMCAST BUSINESS MOBILES
X CADA LLAMADA DOS TICKETS: LO QUE HICIMOS Y EL SALES PASS DEL MOBILE SERVICE
COMCAST BUSINES MOBILE ES UN SISTEMA DE TELEFONIA DE COMAST
SI EL CX DICE QUE SI LO TRANSFERIMOS A LOYALTY, EL SISTEMA TIENE UN TRACKER SI EL
CX DECIDE TENER LA LINEA
Do you have a mobile data plan with at&t, verizon or other?
yes - Do you know you can save money with our data plan for being a comcast
business cx? for being a comcast customer you receive a discount on our business
data plan?
no - Do you know that for being a comcast business customer you have a discount on
our mobile data plan?
if you bring your own device, you get 100 dolar visa prepaid card
https://business.comcast.com/learn/mobile
https://business.comcast.com/learn/mobile/plan/details
https://business.comcast.com/learn/mobile/plan/savings-calculator
---------------
Presentación con información clave de
beneficios
features
equipo
que les gusto mas de ese servicio
-----------------------
https://hcop.login.us2.oraclecloud.com/
cambiar contraseña https://mysignins.microsoft.com/security-info
-----------------------------
amoroliva.5@nlsa.teleperformance.com
old password k14B6-vwptxs3UE
new password Aool960703htcmls03!
-------------------------------
LINK PARA CHECAR NÓMINA // HCM
https://hcop.login.us2.oraclecloud.com/
entrar con nlsa
------------------------------
nuevo link
https://teams.microsoft.com/l/meetup-join/
19%3ak_Ngr5BJDmvXurav_ykP9u0Vl4Q5pX2q1hcbSVuxjIw1%40thread.tacv2/1702077013894?
context=%7b%22Tid%22%3a%22638fcbaf-ba4c-43e1-adae-5475c970fe10%22%2c%22Oid%22%3a
%227976a797-1542-4679-8a67-684c28413780%22%7d
----------------------
4003654
INC004891123
REQ001019502
--------------------
TPNSN RESET LINK https://password.tpnsr.com/showLogin.cc
------------------
https://teams.microsoft.com/l/meetup-join/
19%3ak_Ngr5BJDmvXurav_ykP9u0Vl4Q5pX2q1hcbSVuxjIw1%40thread.tacv2/1702077013894?
context=%7b%22Tid%22%3a%22638fcbaf-ba4c-43e1-adae-5475c970fe10%22%2c%22Oid%22%3a
%227976a797-1542-4679-8a67-684c28413780%22%7d
----------------
Karen fregoso sup
------------
Listen and respond
Do you have the account number? What would be the address of the business?
Show apprciation
Appreciate it
- Cutting the customer
I am just asking you guys
-------------------
best practices
bomb technique
Billing
Outage (programmed and not programmed)
Modem help
Basics
--------
call notes
callers name
description of the problem
resolution
signature
------------
business internet profiles
essential 50mbps 15mbps
standard 100mbps 25mbps
performance 250 mbps 25mbps
advanced 500mbps 30mbps
premium 750 35mbps
gigabit extra 1.25gbps 35mbps
addons
security edge
connection pro
static ip
guest wifi
---------------
Platforms:
ACSR
CAFE
ECM
GUI / ADMIN TOOL
XPG
WORKBENCH
BILLING LINGO
Promise to pay: promesa de pagar mas adelante
balance forward:
sofft disconnect: desconexion por falta de pago (servicio en pausa)
hard disconnect: cuenta cancelada
grace period: periodo de gracia antes de disconnect
BASIC LINGO
HSI High Speed Internet
CDV: Voice
Bill: factura
due date: fecha de pago
payment: pago
billing cycle: ciclo de servicio / fecha de inicio-termino
IVR: Automated system / interactive voice responce
auto pay
eco bill
EFT: Electronic Fund Transfer
LOB: Line of business
SP Single Play / plan
DP Double play / double plan
TP Triple
Grandfathered: no esta en uso / se descontinuo
convenience fee; 5$ por hacer pago por telefono
itg: iNTERACTIVE TROUBLESHOOTING GUIDE
ETF: early termination fee
CPNI: 4 DIGIT SECURTIY NUMBER FOR AUTHENTICATION
INTERNET LINGO
IP Internet protocol
Dynamic IP / Static IP
VPN virtual private network
VoIP: Voice over Internet provider
Megabyte: storage
Megabit: Speed
Coax Cable
DNS: Domain name server
WAN: Wide Area Network
LAN: local area network
VOICE LINGO
POTS
PSTN
VOUP
QQS
EMTA/EDVA: equipment / embedded multimedia terminal adapter
CABLE LINGO
STB: Setup Box
DTA: Digital terminal adaptor - old equipment
x1: New Plataform
-----------
Our jobs
Tech support
1. Trouble shooting
2. Reboot
3. Schedule
4. Appointment
5. Chk diagnosis
6. Outages
7. Change equipment
8. Change passwords / config
9. Change Firewall
Billing
1. Take payments
2. Resolve question about acct
3. Give credits
4. Create escalation tkts
5. See/send contracts
6. Change acct info
7. Add/Remove users
7. App help
Change of service
1. Internet Add ons (wifi pro, connection pro, static ip, security edge)
2. Cable add ons (Set, canales selecto, music choice, international channels)
3. Cancel an account that only has cable
------------
ALWAYS ASK
name
address
account number
phone number
BILL TO HIGH
Sell the service
1. Sell the value of the package
2. Reduce addons
3. Reduce equipment / use the stream app
4. Sidegrade = Quitar addons y poner addons
5. Downgrade
6. Disconnect
-----------
Wifi pro addon - access points
----------
INC005220806
156.99
5.23 diarios
68.02 por trece dias
6.06 diarrios nuevo
19
115.14
183.16
----------
cpni - customer propietary account
trouble call itg - agendada visita del tecnico
-------------
Hello, thank you for calling comcast business care line, my name is esteban, who am
I speaking with?
Thank you cx, before we proceed any further, I need to verify some of the
information on your account. Firstly, my I have your account number? You can find
your account number on your bill, or with your talk tv remote, by asking "account
number"
Thank you. May I have the address associated with your account?
Thank you. One last thing. May I have the phone number associated with your
account?
Thank you. / I am sorry, it seems some of the information you gave me was
incorrect. Do you mind checking again x...? / I am sorry, it seems the
information you gave me is not the same to the information we have on this account.
Do you know someone from this business that might have this information?
Thank you for validating your account information. How can I assit you today?
Ok, just to confirm, you mentioned x...
Alright, let me help you with that.
teeth dentistry
8497202701713500
