| Acronyms | DSL & internet knowledge | Access Internet | QA | Hodgpodge |
|---|---|---|---|---|
|
What is Residential Gateway
RG
|
What is 6MBPS
This Spped is 10$ for DSL
|
What is $5
Price of 3mbps
|
What is CBR and Credit Check verbiage
This must be done Verbatim
|
What is 4
there are _____ qualified access DSL speeds
|
|
What is Digital Subscriber Line
DSL
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What is West CoastRegion
California and Nevada
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What is 10+
recommended speed to stream
|
What is "I can help you with that"
words that display willingness to assist
|
What is MAX
we will add an adjustment here
|
|
What is the distance from the home to the nearest CO
LOOP LENGTH
|
What is megabits per second
MBPS
|
What is 13 state footprint
Address must be in _______
|
What is Brand
We must ______ at the end of every call
|
What is CPSOS
We must manually disconnect in the ______
|
|
What is Average Handle Time
AHT
|
What is 150 GB
How much data a DSL cx gets
|
What is 6MBPS
Highest speed available for DSL
|
What is 3
We use the customers name at least___ times
|
What is FFQ
We must ask this to uncover needs
|
|
What is Voice of the customer
VOC
|
What is Hold Time Goal
Less than 4%
|
What is CSI
where we get authentication info
|
What is Empathy
This must be provided on every call
|
What is Clarify reason for call
To fully understand the issue we must_____
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