Notes

[Yesterday 10:39 AM] Arianie Morado (Guest)

10/20/22
DAY 3
IP CONFIGURATION
TRACE ROUTE
PORT FORWARDING
PORT TRIGGERING

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modem- cmac [ rent or own]
agent: IN ODER FOR ME TO PULL UP YOUR ACCOUNT.

cable box - serial #. {SN}
agent: IN ORDER FOR ME TO IDENTIFY WHAT BOX ARE YOU USING WITH...

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1. [ACCOUNT HOLDER] owner or account holder
IVR: If the account holder failed to authenticate = status become partially verified or unverified
2. [AUTHORIZED USER] added user of the account owner
3. [NOT AUTHORIZED] have no right to the account. nag tawag2 in behalf.

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1. [FULLY VERIFIED] - go ahead and disclose info.
2. [PARTIALLY]                 -   important to ask the name and service address                 -  go to authentication process                 NOTE: not allowed to ask the complete social
3. [NOT VERIFIED] -    steps      - do not disclose any info. or make any changes.                - agent: kindly verify to me who is the owner of the account.                - put the name of the caller then put name in the not listed. then, go to acsr= csg/biller to double check. click book icon. or go to customer. Do not disclose any info. just click " continue to unverified".

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scenario: can you verified to me the owner of the account.?            give the # to account holder then call then talk and verified if ma add si unverified proceed to the account or send link so the owner can personally add the unveried user to be part of the authorized user,


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4 types of authentications

1. send code via SMS/email
2. account #
xfinity app/paper bill that comes with the cable box?

3. last 4 digits of stored payment method

4. last 4 digits of social security number

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banner pop-up
name
address
account #
authentication: partially VERIFIED OR VERIFIED
contact method:
natural language
context



Effortless introduction- [greet, authenticate/verify]

*greet -
use xfinity


*context- reason the customer contact xfinity
-keep them from having to repeat themselves.
-dont read word for word be natural

context feedback
-listen actively own it no need to ask
feedback on every interaction

agent: "thank you for helping me understand your concern, rest assured I will do everything on my end to help pinpoint where the problem is and find the best solution."


*authenticate and verification- 80 %
a- verifying and securing the customer info.
v- capture who you speak with.

-don't over authenticate - ask name only if fully verified. You could ask address only if the customer transferred to another location.

- if deceased- to become the owner send proof of death and go to xfi. store.

CPNI=E360

ivr [interactive voice response] automated
- phone call.
"self service"


call process
1. answer using xfi
2. use context
3. follow authentication/ verify
4. provide context feedback
5. follow required action


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2 types of transfer

1. cold transfer - direct transfer
* Waiting time - more than 30 seconds. put on hold and make the customer wait ayaw ipa end ang call.
*If you receive call and don't have info. Just take ownership of the call ex. ask the name of who you are calling with, address house#, identity, ask how you can help

2. warm transfer - proper handshake/ properly introduced the concern to another department.
* Waiting time less than 30 seconds. wait other representatives and ipasabot ang issue.

[Yesterday 12:01 PM] Ronnel Cortez (Guest)
good girl!