Notes

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TPBOGDLUNA1
Tele2016

Name & request:
Action:
Resolved:










I will be glad to help you with that


(Importan information) In case that you receive the text message to review our service, number 10 is the top score










Name & request: Ask why the free minutes havent been put on
Action: Check MPD and explain due day and how to check the balance
Resolved: Y


Name & request: Activation of new account
Action: Activated the phone add price plan. Phone is working, explain promo plan and future plan and MPD to the cx. Explian that the minutes do not roll over
Resolved: Y


Name & request: Activation of replacement phone
Action: Swap the ESN and activate the device. Tell allowance and educated cx. Phone is working
Resolved: Y


Name & request: Check status of an order
Action: Check order, review FedEx with the traking number, tell cx estimated date of delivery. And explain how to activated the new phone
Resolved: Y









Name & request: The services was cut/ not working
Action: Account is at .10 cents per minute. Check solix, explain situation to the cx and the process to follow up
Resolved: Y


Name & request: Report phone as lost/ stolen
Action: Suspend the account, review if the cx is eligible for a replacement, explain the process to follow up
Resolved:
















Name & request: Top Up
Action: Add 5 dollars soc and tell MPD, explain that the minutes don't roll over and how to check the balance.
Resolved: Y


Name & request: Top Up
Action: Add 30 dollars , unlimited soc and tell MPD, explain that the plan expire on the MPD and that the unlimited doesn't show up on the balance
Resolved: Y


Name & request: Top Up
Action: Add 10 dollars. Add 5 soc and tell MPD, explain that the minutes don't roll over
Resolved: Y


Cx doesn't know the PIN number, the back up question is not set up. Was not able to send the PIN cuz ____. USED ALTERNATE AUTHENTICATION (CHECKED SOLIX: NAME, ADDRESS, SSN ARE CORRECT)


After two tries used reveal answer because of the spelling


PTN: Options → Cancel → Menu → Settings → My Phone → Phone Info


ASW
1 888 321 58 80
certificaiton
1 888 653 92 62
Virgin
1 88 83 22 11 22
Boost
888 266 78 48
Sprint
855 639 46 44
CA lifeline administrator
8778587463
FedEx
1 800 463 33 39

Back Office
Email: [email protected]
Fax #: 1-800-430-3987


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1. Menu → Settings → Others → Data settings → Update data → settings profile
2. Menu → Tools → Update phone → Update prl profile


• Solix Status:
• Last time the cu stomer received a phone:
• Damage Description:
• In/Out of warranty:
• Shipping address:
• Does the customer agree with receiving any
model in stock?:
• Additional notes:










OA Create account
Account Activate ASW
Application ID:
LifelineKey:
Zip:
ESN:
PIN:
Back up question:


Citrix Id (of the person you are reporting):
Account ID:
Date of interaction:
What the employee did wrong:
Actions taken (What you did to fix the issue):
Your Citrix ID:


Field Agents
http://www.createsurvey.com/s/IT5boM/

Caller ID
What they promise


Abuse callers:

PTN:
BAN:
Reason why:

Natalia Nino SME


Payment Credit: For customers who used their money at 10 cents per minute, either because they failed on adding the package (one time courtesy) or because the plan was not properly added by an agent.
Web Credit: When an Online Content Download fails and PCCT is not available.
Supervisor Discretionary Credit: For Supervisor Discretions and with supervisor’s approval, advisors MUST leave first and last name of the Supervisor who approved the transaction.

CRO