EXPERT REVIEW

Expert review Page ID: 304c9

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An Expert Review is a review of account information to ensure we have resolved the customer's issue in one call, reduce number of calls per customer, and earn the right to transition our value add call with T-Mobile Complete.

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Perform an Expert Review Expert Review elements

Perform an Expert Review Review account details and compare to the Expert Review elements (see section below) to identify and solve the root cause of account issue. Review NBA for any specific recommendations available for the customer. Make sure you bring those recommendations into your T-Mobile Complete flow. Let the customer know that you've completed an Expert Review and continue to T-Mobile Complete by making recommendations that add value to our customer's experience. Memo account with findings and what was discussed. Expert Review elements Next Best Action Look for the NBA icon in Atlas. Click the icon to open the recommendations that are present. Review the Next Best Action and suggested wording to help transition into the conversation with your customer. Select the appropriate disposition option based on your customer's response, so NBA learns and adapts over time. ACCEPT - Customer agreed to the Next Best Action DECLINE - Customer declined the Next Best Action If you did not have the conversation about the Next Best Action select DID NOT DISCUSS Equipment, Beyond the Smartphone, Home Internet, and P360 Has the customer been with us for more than a year? Are they eligible for a deposit refund? Is the customer eligible for an Upgrade? Do they have a line eligible for EIP for a new device? Does the customer have a Tablet? BTS line? Is the customer eligible for Home Internet in their area? Are they ready to try our Home Internet? Does the customer have P360? If upgrading have you explained the value of P360 Are they taking advantage of McAfee protection? Does the customer have accessories for their device? Screen protector, Case, Charger? These are our 3 essential accessories for our customers. Is the customer on one of our premium plans? Is the customer on Autopay and getting the best discount they can get? Is current rate plan the best value? Is the customer on a premium plan? Are they taking advantage of all the benefits and getting the best value from our premium plans? What does our customer do with their device? Credit & adjustment issues Does customer call often for credits? Was the account already adjusted for this issue? Was there a previous promise? Digital Ready Are you talking to the PAH? Are they set up with our T-Mobile App? Have they set up other users and permissions? Are they taking advantage of T-Mobile Tuesday? Do they know how to make a payment on the App? See Getting customers digital ready.

General Is the customer current with the payments or past due? Have you spoken to the customer about making payment to get to current? Does the customer need to set up a payment arrangement? When was the customer’s last payment? What is the customer’s payment history? What is the customer’s payment arrangement history? Is the customer consistently past due? Can a different rate plan/feature help the customer lowering their bill? For coverage issues, check known issues. For cancellation requests, is the customer on the right plan? Is a new handset needed? Are there coverage issues in the past? For troubleshooting issues, check account for duration of issue and memos for previously completed steps, then confirm the correct SOCs are on the account. Look for any incomplete information. 1 View Categories: Account Management Tags: wfd