OUTAGE SPIEL:
We value your business, and understand that this is inconvenience on your part. Please check your (FEATURE) if it is working after 2-3 hours
During the system maintainance, you may notice any delay or error message on the (FEATURE) and it will return ASAP. Rest assured that your (ISSUE) will be up and running due to our technical team/ engineers which is working right now.
You don't need to worry; we are currently acknowledging your concerns regarding this inconvenience and since we value you as our customer; your feedback right now regarding this inconvenience is now escallated.
We highly appreciate your patience and again; on behalf of Cricket we would like to appologized. Is there anything else that I can Help you with?
We are truly sorry for this inconvenience and it will be back in due time. Is there anyhting else that I can help you with?
For other issues, please follow COACH.
INTERNATIONAL LONG DISTANCE LOOK-UP
INTERNATIONAL LOND DISTANCE AND TEXT (must read and learn)
The following is an area code reference list to help you find the country and city code for the destination phone number you wish to call. This is NOT a list of countries and cities that you can call as a part of this feature.
This is for reference purposes ONLY and does not include all country and city codes worldwide.
http://www.mycricket.com/features-and-downloads/unlimited-international-long-distance
International Long Distance (Pay per minute via Flex Bucket)
http://www.mycricket.com/features-and-downloads/international-long-distance
Keep in touch with friends and family all over the world! Send unlimited text messages to the following select wireless carriers in more than 100 countries!
Simply follow the steps below!
For texts to the US, Canada, or the Caribbean enter the telephone number in the following format:
1 + area code + phone number (Ex: 1 78712345678)
For all other international telephone numbers enter in the following format:
011 + country code + city code + phone number (Ex: 011 52551234567)
Consolidated Links
Consolidated LINKS and other past posts: IMPORTANT~!! RCH INFO SUMMING UP~!!
RCH **LATEST** http://www.box.net/shared/d10rnk98vextep0rvpry
http://www.box.net/shared/aju65f0ag1np27u6gja1
IMPORTANT: CLICK THE LINK TO SEE BPSA INFO~!!!
http://www.box.net/shared/3scslf4zhvbs3ffryjnm
OTTO ZOOMERANG IMPORTANT~!!
http://www.zoomerang.com/Survey/WEB22CLZNQQ2YM/Preview
READ: IMPORTANT things in FILLING A TICKET
GUYS, YOU BE THE ONE WHO WILL FILE ESCALLATION TICKETS. PLEASE REFER TO
THIS LINK:
http://www.box.net/shared/a2h2e096t1l7d3mu2pdi
IMPORTANT~!!! HOW TO USE DISPOSITION TOOL PROPERLY
In order for Cricket to know why customers are calling the Call Centers and make process improvements in the future, a disposition tool has been developed for agents to use. The disposition tool will also be used to measure First Call Resolution (FCR). It’s very important that the agents choose the best option that fits the reason why the customer called in to have accurate data and reporting.
Check it here on this link:
http://www.box.net/shared/sinrlzi19y9zsm2n812r
The disposition tool works side by side with Jade and CID automatically populating the customer’s phone number (MDN) when a call is routed to an agent. The agent will simply have to choose from the drop down options based on the call-type they handled. If the MDN is not automatically populated in CID, it will not be populated in the disposition tool either. The agent will have to enter the customer’s MDN manually in both, CID and the disposition tool. If the person calling is not yet a customer, enter 9999999999 (10 digits).
7 Main Categories - These also match Cricket’s lines of business:
1. Core
2. Voice Tech
3. Broadband
4. LNP
5. Mycricket
6. NDCC
7. Save
Multiple Sub-Categories – these provide Cricket insight for the reason for the call
