WEEK 2 SKILLS CHECK

If unsure of how to handle an abusive call what tool should be referenced?

What tool should ALWAYS be referenced during all calls to ensure that all troubleshooting steps are followed?

What tool is used to locate a customer’s equipment in the network in order to correct the customer’s issue?

This tool allows agents to manage/monitor tech support tickets and create callback requests to ensure timely communications with customers.

This site should be used to access all call flows and any systems/tech related training documentation.

Agents should reference this knowledge base tool to access any product and process information, updates and alerts which are impacting customer service call volume.

This system provides details of all of the customer’s accounts such as products they currently have, services they are qualified for, and interaction history for the account.

This system is used to review the specifics of a customer’s installation and the installer’s notes.

Which application is used to troubleshoot voice?

What is the name of our Long Distance?

True or False: Cincinnati Bell can sell DirecTV in areas where Fioptics TV isn’t available yet.

What is “landline” another term for?

True or False: Fiber landlines require battery backup in order to work if the power is out.

What are some reasons customers would want a landline?

In which system do agents disposition voice calls?

This term refers to the capacity of the “pipe” in which data travels.

Customers with this type of Fioptics solution are unable to reach the highest level of Internet speeds.

What is the cost of a modem to the customer?

If a company calls and says their emails are not going to Fuse customers, we automatically refer them to their email provider