Complete Recovery EQ FINAL

Complete Recovery Works for Comcast, Cox. True or False

• True

• False

What type EQ we are recovering for our clients??

• Cell phones and Earphones

• Modem and Cable boxes

• TV and Home Theater 

• Wall charger

What we need to ask for outbound call to secure the account? 

• Ask for customers by first and last name

• Call recorded and monitored for Quality

• State complete street address and request city, state and zip code

• All of the above

What is AUTOFAIL?

• Not confirming customer's full name and last name

• Don´t say where you are.

• Don´t say your firts and last name.

If 3rd party (inbound or outbound) gets the call, how can we authenticate the account?

• Must confirm first and last name.

• Asking who we are speaking to

• Must gain 3rd parties first name, last name and the relationship with the account holder.

LiveVox is the system to leave the notes on the customer's account.

• True

• False

What means CRCR in LiveVox panel

• COMCAST

• SPECTRUM

• XFINITY

• COX

How many days does a customer have to fulfil a container promise?

• 3

• 7

• 15

• 8

If the customer will not be restarting in 7 days and doesn't agree to return the EQ, but he authenticated the account. What Dispositions we will use?

• ER ONE

• RPC NO PROMISE

• 7 DAYS HOLD

• RR 14

If a customer informs you that their EQ is lost, stolen or damaged, and he already talked with CUSTOMER SERVICES. What disposition will we use?

• ER ONE

• 7 DAYS HOLD

• RR14

• WRONG NUMBER