NSC Refresher Training

Transcription

1 NSC Refresher Training

2 20 minutes NSC Opportunities to Improve and Become Even Better Expired Rate Plans / Features / Promotions Taking Deposit Payments: vs. IRU FAN Sponsorship Enrollment Process Online Validation Basic Troubleshooting Steps AT&T Intellectual Property. All rights reserved. AT&T, Globe logo, Mobilizing Your World and DIRECTV are registered trademarks and service marks of AT&T Intellectual Property and/or AT&T affiliated companies. All other marks are the property of their respective owners. AT&T Proprietary (Internal Use Only). Not for use or disclosure outside the AT&T companies except under written agreement.

3 EXPIRED RATE PLANS / FEATURES / PROMOTIONS In order to stay competitive, AT&T offers plans that meet the ever changing needs of the wireless customer. As AT&T offer new plans, features or promotions, older plans and features are grandfathered or expired. A grandfathered or expired plan is one that is no longer available to new customers. In most cases, there will still be customers with service on grandfathered, expired, or retired plans. 3

4 WHAT AGENTS NEED TO KNOW AT&T Intellectual Property. All rights reserved. AT&T, Globe logo, Mobilizing Your World and DIRECTV are registered trademarks and service marks of AT&T Intellectual Property and/or AT&T affiliated companies. All other marks are the property of their respective owners.

5 Grandfathered or Expired Rate Plans / Features 5 * Grandfathered or Expired Rate Plans and Feature Requests BCS * Unlimited Smartphone Data Plans BCS * Available Offers Matrix * Completing a ToBR NSC * Rate Plan Viewer Archived Data Plans * Rate Plan Viewer Archived Voice Rate Plans * Rate Plan Viewer Archived Features

6 Knowledge Check Knowledge Check Click on the Icon above. Using the MyCSP Articles on the previous page, complete the Knowledge Check. You must pass with an 80% or higher. 6

7 TAKING DEPOSIT PAYMENTS 7

8 WHAT AGENTS NEED TO KNOW AT&T Intellectual Property. All rights reserved. AT&T, Globe logo, Mobilizing Your World and DIRECTV are registered trademarks and service marks of AT&T Intellectual Property and/or AT&T affiliated companies. All other marks are the property of their respective owners.

9 DEPOSIT PAYMENTS PHOENIX / EXPRESSPAY Phoenix is the primary system for collecting deposits, unless it is not available or not the system of record being used for the transaction. ExpressPay is the processing system used to collect deposits, search for payments, view payment activity, and void payments and deposits when Phoenix is not available, or the system of record. To access ExpressPay go through Clarify in the Tools and Assistance section after selecting the applicable needs combination. Payments accepted are Visa, MasterCard, Discover, American Express, Diners Club credit/debit cards, and checking/savings accounts. Cannot process a debit card requiring a PIN. Use checking/savings account payments in ExpressPay, not in Phoenix. Payments collected in ExpressPay post in near real time. Ensure the payment applies to the correct account number in ExpressPay. 9 The deposit amount listed on the Credit Evaluation screen in Phoenix is per line AT&T Intellectual Property. All rights reserved. AT&T, Globe logo, Mobilizing Your World and DIRECTV are registered trademarks and service marks of AT&T Intellectual Property and/or AT&T affiliated companies. All other marks are the property of their respective owners.

10 TAKING DEPOSIT PAYMENTS Click on the Icons above to practice taking payments. 10

11 Taking Deposit Payments * Deposit Payments Phoenix / ExpressPay BCS 11

12 Knowledge Check Knowledge Check Click on the Icon above. Using the MyCSP Article on the previous page, complete the Knowledge Check. You must pass with an 80% or higher. 12

13 IRU FAN SPONSORSHIP ENROLLMENT An IRU Sponsorship customer is an AT&T consumer who receives a special discount based on their affiliation with a corporation, government agency, or educational institution. IRU customers are financially responsible for their accounts. Standard consumer service contracts apply and AT&T determines credit worthiness before establishing service. IRU Sponsorship is only available on postpaid accounts. 13

14 WHAT AGENTS NEED TO KNOW AT&T Intellectual Property. All rights reserved. AT&T, Globe logo, Mobilizing Your World and DIRECTV are registered trademarks and service marks of AT&T Intellectual Property and/or AT&T affiliated companies. All other marks are the property of their respective owners.

15 Customers should complete all IRU enrollment requests online via wireless.att.com/business/enrollment/. IRU ENROLLMENT Customers are not required to accept a two-year contract as part of the FAN enrollment. FAN attachments do not affect upgrade eligibility. The discount percentage is effective during the enrolled bill cycle. 15

16 WHAT CUSTOMERS NEED TO KNOW AT&T Intellectual Property. All rights reserved. AT&T, Globe logo, Mobilizing Your World and DIRECTV are registered trademarks and service marks of AT&T Intellectual Property and/or AT&T affiliated companies. All other marks are the property of their respective owners.

17 Check Your Eligibility for the AT&T Sponsorship Program AT&T Intellectual Property. All rights reserved. AT&T, Globe logo, Mobilizing Your World and DIRECTV are registered trademarks and service marks of AT&T Intellectual Property and/or AT&T affiliated companies. All other marks are the property of their respective owners.

18 Check Your AT&T Intellectual Property. All rights reserved. AT&T, Globe logo, Mobilizing Your World and DIRECTV are registered trademarks and service marks of AT&T Intellectual Property and/or AT&T affiliated companies. All other marks are the property of their respective owners.

19 IRU Sponsorship Enrollments * IRU Sponsorship Enrollments: Adding a FAN * FAN Attachments - NSC 19

20 Knowledge Check Knowledge Check Click on the Icon above. Using the MyCSP Articles on the previous page, complete the Knowledge Check. You must pass with an 80% or higher. 20

21 21 BASIC TROUBLESHOOTING

22 WHAT AGENTS NEED TO KNOW AT&T Intellectual Property. All rights reserved. AT&T, Globe logo, Mobilizing Your World and DIRECTV are registered trademarks and service marks of AT&T Intellectual Property and/or AT&T affiliated companies. All other marks are the property of their respective owners.

23 Educate Customers on How to Use Devices 2016 AT&T Intellectual Property. All rights reserved. AT&T, Globe logo, Mobilizing Your World and DIRECTV are registered trademarks and service marks of AT&T Intellectual Property and/or AT&T affiliated companies. All other marks are the property of their respective owners. 23 Click Device Support to learn more.

24 Educate Customers on How to Troubleshoot Devices 2016 AT&T Intellectual Property. All rights reserved. AT&T, Globe logo, Mobilizing Your World and DIRECTV are registered trademarks and service marks of AT&T Intellectual Property and/or AT&T affiliated companies. All other marks are the property of their respective owners. 24 Click Device Troubleshooting to learn more.

25 Warranty Vs. Insurance Determine if there is physical damage to the device that would void the warranty. Here are some examples. You may also refer the customer to to self-assess their device. 25 For further information on Technical Troubleshooting, please consult the Clarify Tech Guide (for use by ATS agents during Clarify outages) AT&T Intellectual Property. All rights reserved. AT&T, Globe logo, Mobilizing Your World and DIRECTV are registered trademarks and service marks of AT&T Intellectual Property and/or AT&T affiliated companies. All other marks are the property of their respective owners.

26 Device Troubleshooting * AT&T Mobile Transfer Troubleshooting BCS * Call Handling Matrix Decision Flow BCS * Clarify Tech Guide * Troubleshooting Data Usage Inquiry * Device Unlock Decision Flow * Troubleshoot While a Customer is on a Wireless Device * Microcell Policy * Voice Mail Hub * Device Liquid Damage Indicator (LDI) Log 26

27 Knowledge Check Knowledge Check Click on the Icon above. Using the MyCSP Articles on the previous page to complete the Knowledge Check. You must pass with an 80% or higher. 27

28 Knowledge Check Click on the Icon below to complete an 28