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Top Cases
Julian Barros
Created on September 25, 2024
Top 10 Cases DA Resi
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Transcript
- Data/Internet - No Service
- Billing Inquiries - Collection PTP
- TV/Video - No Service
- Billing Inquiries - Bill Increase
- Billing Inquiries - Pay Bill
- Account Services - Activate account/equipment
- Data/Internet - Slow/Intermittent Connectivity
- Billing Inquiries - Payment Inquiry
- Billing Inquiries - Credits/Adjustments
- Data/Internet Failed Self-Instalation
Digital Assist - Cox Residential
This guide will bring you along the content available in Khoros so you can have guidance on the process and the phrases you can use while solving the customer's issues.
PDC by Top Drivers
Start
10
10
Recap - You Messaged us about
Reschedule/cancel app-Cox App
Recap - You Messaged us about
Access Smarthelp w/ Cox App.
Troubleshoot - Schedule tech
Needs Technical Appointment
TS Process Internet Resolution.
Resolved with the reboot
Reset - Internet Connection.
If there is a delay.
Set Expectations, Next steps.
Internet Issues – Troubleshoot (Check Login Status)
Greeting with acknowledgement.
Internet - No connectivity
10
Disclaimer: If the account is having ACP Scheme it should not have an extension created.
Set up payment extension as Recap (loy)
Set Expectations (exte)
Transfer Collections (coll)
PTP - Not eligible (ptp)
Not eligible to have the PTP
Eligible to have the PTP
Identify Customer: Name and Number (, ca)
Set Expectat zions, Next steps.
Greeting with acknowledgement. (k w)
Billing Inquiries - Collection PTP
10
Recap - You Messaged us about
Reschedule/cancel app-Cox App
Recap - You Messaged us about
Access Smarthelp w/ Cox App.
Troubleshoot - Schedule tech
Needs Technical Appointment
TS Process TV Resolution. (ts pr)
Resolved through Solutions Center
Probing Questions (Not in PDC)
Troubleshooting - service (ixe)
Identify Customer: Name and Number (, ca)
Ack - Issues (iss)
Greeting with acknowledgement. (k w)
TV - No Service
Identify Customer: Name and Number (, ca)
Greeting with acknowledgement. (k w)
10
Recent acc activity-Cox App (y-c)
Self-Service Options
Overview - Balances/Charges (w -)
If there is a delay.
Set Expectations, Next steps.
Bill Increase
Identify Customer: Name and Number (, ca)
Greeting with acknowledgement. (k w)
Overview - Balances/Charges (w -)
If there is a delay.
PAF Advisory... Option 1 (paf)
10
Recap - You Messaged us about
Closing4 - Cox App (fee)
Payment placed
Billing - Pay Bill
TS Process Internet Resolution (ts pr)
Identify Customer: Name and Number (, ca)
Activation complete- Cox App (vat)
Self-Service Options & Resolution
10
Activate customer’s new modem (mac)
If there is a delay.
Set Expectations, Next steps.
Greeting with acknowledgement.
Activate Account / equipment
10
Recap - You Messaged us about
Access Smarthelp w/ Cox App.
TS Process Internet Resolution.
Resolved with the reboot
Reset - Internet Connection.
If there is a delay.
Set Expectations, Next steps.
Internet Issues – Troubleshoot (Check Login Status)
Greeting with acknowledgement.
Internet - Slow/Intermittent
Secure Payment Form - Success (succ)
Payment Rejected (rej)
Req Info for Check Payment (dol)
MOP - Not stored (mop)
PAF Advisory… Option 1 (paf)
Identify Customer: Name and Number (, ca)
10
Instructions - PAF is waived (paf)
MOP - Not stored (mop)
Can’t take credit/debit card (cred)
Non-Credit/Debit Card Payments
TS Process Internet Resolution.
Resolved with the reboot
Update your method of payment. (by v)
If there is a delay.
Set Expectations, Next steps.
Greeting with acknowledgement.
Payment Inquiry
Recap - You Messaged us about
Closing4 - Cox App (fee)
Tips and Key Article (Not PDC)
Identify Customer: Name and Number (, ca)
Outage - Loss of Revenue
Outage - Credit Account
Can be credited
If there is a delay.
Set Expectations, Next steps.
Greeting with acknowledgement.
10
Billing - Credits/Adjustments
Reset - Internet Connection.
Recap - You Messaged us about
Reschedule/cancel app-Cox App
Recap - You Messaged us about
Access Smarthelp w/ Cox App.
Troubleshoot - Schedule tech
Needs Technical Appointment
TS Process Internet Resolution.
Resolved with the reboot
10
If the self-install process is complete and service is not working, proceed with Internet No service Intent
If there is a delay.
Set Expectations, Next steps.
Internet Issues – Troubleshoot (Check Login Status)
Greeting with acknowledgement.