12/09/2018
Subject: Executive Summary discussion points for week of 12/09/2018
From: Daniel Chamberlain
Carolinas Weather Update
North and South Carolina were hit hard with the snow/ice storm.
All 46 doors in the Greenville, SC and Asheville, NC are closed due to major power outages.
All 40 doors in Greensboro, NC are closed.
29 Confirmed closed in Charlotte, 8 opening at 1:00 and 5 open.
Have not had an update on the rest of Charlotte and Raleigh. The roads are bad in Raleigh and we expect 100% closure.
As a result, we are holding account suspensions in Greenville, SC, Asheville, NC and Greensboro, NC. Do not refer customers to the store in these markets.
For updates, refer all agents to the Alerts page on MetroCare.
Device Swaps now available via *228/611/888
Device Changes are now allowed in the IVR with no fee! When customers call asking for a Device Change,
Tell the customer about the Device Change fee ($15+tax, Due Immediately).
If they don’t want to pay it, tell the customer that they can make the change themselves by dialing *228 or 611.
Note:
*228/611 Activation/Device Changes for BYOD devices will be transferred to the call center. For those activities, waive the fee.
For non-BYOD customer handsets where they tried to do the device change in the IVR, but it transferred them to an agent - waive the fee as well.
Document the customer’s choice in account memos. Below is an example agent memos.
CX AGREED TO PAY 15 DEV CHG FEE VIA CUST CARE. DUE IMMED.
CX DECLINED 15 DEV CHG FEE AND CHOSE *228/611 FOR DEV CHG.
Customers escalating because they do not want to pay the Device Change Fee should be escalated to a supervisor, not CAT. The customer’s options are:
Pay the fee.
Reverse the Device Change(s) on the account(s) and remove the fee.
If they want to port out, then give the customer the information they requested (account number and PIN).
For complete details, see the Device Change Fee Announcement on MetroCare.