Offline Notepad View raw

Shared snapshot

My notes October19,2023

Features and Benefits (Satellite Radio Plans)

Music Showacse : 65+ ad-free music + free streaming Price 13.99/mo

Music & Entertainment : 140+ ad-free music, news, sports, talk and entertainment + free streaming Price 18.99/mo

Platinum Plan: 150+ ad-free music, news, sports, talk and entertainment + free streaming + personalized stations powered by Pandora Price 23.99/mo

Features and Benefits (Streaming plan Plans for portable radio)

streaming Music Showacse : 95+ ad-free music + free streaming Price 4.99/mo

streaming Music & Entertainment : 400+ ad-free music, news, sports, talk and entertainment + free streaming Price 7.99/mo

streaming Platinum Plan: 425+ ad-free music, news, sports, talk and entertainment + free streaming + personalized stations powered by Pandora Price 10.99/mo

Account consolidation:

Acct 1 __________________ Acct 2 R1 (primary) RI (primary) R2 Acct I: R1 + RI +R2

if you combine 2 acct into 1:

  1. The old acct should be retained and whose going to pull up the other acct of other name

  2. all information will be changed if whoever pulls the account that includes: Name of the acct Phone number Address if possible if it is not the same email address and the credit card

  3. Note inform the cx if there is a future charges that will incur on his credit card from the acct pull out

ON CEP:

  1. Add task- then acct consolidated then follow the steps on CEP, search the phone number, copy the acct number to associated to the other acct, then paste it on the notepad, then go back to the caller acct phone number. Tick the button that you want to consolidate like the phone, address, email and name of the account.

Refresh signal: What to ask:

  1. Ask the RID
  2. Ask if there is an error message?
  3. Go to the preview channel XM - channel 1 Sirius- Channel 184
  4. Send now the refresh signal.
  5. Provide refresh/ Activate instruction

Activation Instruction:

  1. Turn On the radio
  2. Make sure your antenna has a clear line of sight to the sky.
  3. If your radio is in your vehicle, make sure it is not in a garage.
  4. Tune your radio to the Preview Channel (Channel 1 or 184)
  5. Signal will be received within 15 minutes.
  6. Signal can be confirmed by scrolling through channels.
  7. If the signal didn't seem to take, you can send a refresh signal to it again by going to siriusxm.ca/refresh or you may call us again at the same number and choose option number 4 followed by option number 1 in the automated system after the language selection.

CEP Training User Name: ca208ma Pwd CEP training: Summer2023*

CEP Production: Username: ca16060ma pwd: Happy45!

Sit tool: Username: ca16060ma pwd: bentL@mb79

Siriusxm My academy spring user: ca16060ma pwd SummerSXM22

RID:
MRAAGAWZ 7UAAGA4Y new RID: WTAAGA4J

Phone:
9053647895
7046972154 9053647895 8052236654 9079731528

acct number 124-10016838341 7046972154

note: Cx ci to transfer service FROM XM TO XM

Topic October 12,2023

Topic for today

  1. Process a follow-on

  2. Radio Swap

  3. follow-on Plan- you add at the end of the trial so they will not be interrupted in their change plan.

If they wanted to activate it in promo there is no activation fee but if they wanted to activate it in follow on activation will be charge.

Help - if the customer call e.g for refresh 4 Tier- if we are the one who will approach the cx on offering the Follow on plan

Value statement- "so there will be no interruption on your subscription"

CEP:::

  1. What I can see here is that you are currently on trial for your plan how is it going?
  2. What do you like most with the plan's channel?
  3. aside from Howard channel what else do you like most?
  4. do you also go for streaming?
  5. Well that's good to hear since you are in trial and this will expire soon would you like to have a follow on plan so you will not be interrupted from listening to your favorite program once it expire and you will not have to call us again to continue the plan. Instead of paying

$23.99/mo since this is your introductory rate

you will only have to pay

8.33/mo + fees and tax that will give you 15$ for monthly basis which you can use it on other

Transferring radio or transferring of service this is transferrable to OEM to portable

Rule:

  1. service will not change, renewal will not change, plan will not change
  2. The receiving radio will change for demo if the radio is active

Educate the customer about:

  1. channel /program - from sirius to xm (only for M&E)

EXCLUSIVE CHANNELS UNDER MUSIC & ENTERTAINMENT PLAN SIRIUS

  1. FEES aCTV FEE: $29.99 +TAX SWAP FEE 15$ + TAX

nOTE: wAIVE FIRST BEFORE TO TRANSFER

Steps to transfer:

  1. Ask for Radio ID -Old -New

  2. Inform of Programming Changes (if applicable)

  3. Waive Swap Fee ($15 + tax)

  4. Proceed with Swap

  5. Provide refresh instructions

  6. when a radio swap is the resolution a. when cx is requesting b. radio is broken/stolen - prob: "is your radio happen to be broken or damage or stolen?" or "do you have another radio you purchase?"(applies only to portable) c. Seasonal Radio - the best time to offer transfer plan

probing question:

"are you going to use the radio to another car?" " do you want me transfer your radio service to that car so you can continue the service?"

Note: don't offer second radio to avoid fraudulent sales for broken and stolen radio but only transfer/swap RADIO SERVICE

  1. applying credit or waiving the swap fee

on making adjustment : a. account level adjustment -if the amount being charge credited or debited is not yet being charged

b, Event level -the amount being credited or debiting is already charged

debit - amount we will charge to the customer credit - AMOUNT we will give to the customer

Waiving the swap: don't mention it to the cx just proceed and tell the cx I am now going to transfer the service from old Radio ID to the new Radio ID please give me a moment....

I have already transfer the service now let have the refresh set up just follow the instruction.....

note: Waive the swap fee at CEP. compute for the tax applicable for each province formula: Swap fee x tax (per province) = total swap fee

e.g. swap fee 15 x 1.13 (ON tax) = $16.95

note: if you want to find what radio ID it belongs look it at SIT tool (radio ID or portable radio)

Account consolidation:

Acct 1 __________________ Acct 2 R1 (primary) RI (primary) R2 Acct I: R1 + RI +R2

if you combine 2 acct into 1:

  1. The old acct should be retained and whose going to pull up the other acct of other name

  2. all information will be changed if whoever pulls the account that includes: Name of the acct Phone number Address if possible if it is not the same email address and the credit card

  3. Note inform the cx if there is a future charges that will incur on his credit card from the acct pull out

ON CEP: Add task- then acct consolidated then follow the step on CEP, Tick the button that you want to consolidate like the phone, address, email and name of the account.

Billing

-Look for billing History at CEP.

  1. start from bottom to top

  2. then left to right-

  3. Billing cycle- the date when the cx will be charge - on the day the acct was created, follow the BDOM, charge- prorated (Excess date from BDOM will be deducted from the base price). what if the service was in advance on date fro BDOM- then the nearest renewal date will be honored..

  4. for promotional - it follows the date it started regardless of the BDOM, after the promo end the schedule of billing will again return to BDOM.

-1 year promo subs - Cx will be deducted upon renewal of promo after a year of subs, then for the monthly she will again be deducted once BDOM was scheduled. This is the reason why CX was deducted twice on his credit card.

Review from yesterday's lesson

Phone Number: 7046972154 Rule for FOP: keep what you have. Waive the swap fee $15 + tax before to offer FOP

  1. ask the customer if the radio is in trial
  2. Make sure the acct is no follow up plan Billing cycle is always 28 days for renewal, for siriusxm under regular rate.

October 17,2023 Topic: Continuation for Billing

  1. The Collection Process Dates Process to collect delinquent payments

  2. How many payment method do we have? Credit card or invoice

  3. Invoice eligible plan -Invoicing method of payment in CEP is going to be an honour do not offer payment option of if the customer specifically states that they do not have a CC to place on the account or is facing another barrier keeping them from activating/renewing. All plans on an account (on all radios/services) must be on Invoice eligible plans in order for a customer to be billed by Invoice.

The reason there is no option for the invoice is that there is no plans eligible for it

  1. regardless how many radios the CX have

Full price plans (Music & Entertainment, Music Showcase and Platinum) under the following terms:

Quarterly (Not to be used) Regular rate 1 year 2 year 3 year

On the following Promotions: Music and entertainment A99 SAVE88A or 0210 A129 Platinum 0218 (130AA) 0209 (120AA)

Invoice payment option and how long will it take:

  1. Cheque - 2-3 business weeks or 10-15 business days
  2. CC/ Debit - instant
  3. Online Payment - depend on the banks, within 2-3 business days (EFT)
  4. Gift cards - instant
  5. Money Order - 7-10 business days where to address it: to the headquarters address

The Collection Process A. CC or credit card collection

B. Invoice

The event level adjustment $33.13

How to credit the event level adjustment? Adjust it on credit under event adjustment level and make a refund

If full amount no days but it is in portion used the days tab and add the days used

Task: Add task -

When a general agent cancel a service? Deacts CX Gen agent

  1. Deceased CCT HOLDER
  2. failed service continuity
  3. OAC activation mistake

note: #2 and #3 ask for approval first

TAsk: Add task- Cancel Service without save

2 Kinds of cancelation

  1. Future dated deactv- auto renewal
  2. effective immediately

How to handle cancelation for deceased?

Customer Calls in to Inform that the Subscriber is Deceased and Request Service Cancellation.

  1. Apologize for the callers loss. "Sorry for your Loss". NO proof of death required.

Rule: Ask for authentication from the caller using two of the following:

· Account number

· The amount due on an available invoice

· Description of services on the account (subscription package, number of receivers, etc.)

· Approximate subscription period for the account

· Address and phone number

NOTE: If authentication fails, call to be escalated to a Senior/Manager to process.

Name, Address and phone. or at least 2 verification info

  1. Confirm if a Cancellation Fee will be generated - if so, place a credit on the account for the full amount

Charges: activation fee is $14 + tax Mrf - Sat - 20.07% - SIR - 10.07% Swap fess - $!5 + Tax Lifetime - $74 +tax Late fee- $5 + tax

Cancelation fee- equal or greater for 1 year = $40 + Tax applies to both promo and in regular rates.

How to know if radios to be canceled is under commitment plan - Plan with monthly with commitment - Run to SIT tool to know when it was started. Unless they change it plan

Commitment Radios that comes with vehicle kit or with a home kit alone. that is 1 year commitment, so the cancelation for that is with a fee amounting to $40 + tax

for 2 years Radios with Vehicle kit + Home Kit and with a boombaox - this is $120 cancelation fee + tax

waive all applicable radios to be canceled and fees per kit are applied.

After you waive proceed with the cancelation.

If there is unused portion then even if you canceled the service , check first if there is any cancelation, once there is none then proceed to cancelation. Then change the method of payment this is now applicable for invoice then make a refund to the acct holder.

Check if the amount is less than $5 then it will be refunded. and credited to the acct holder card.

No need to change/edit for the acct information. Just execute the refund that's it!

  1. Cancel the radio effective immediately

· Exception: Customer informs that the death occurred long ago and would like a retroactive cancellation.

i. Call to be escalated to a TM to process

  4. The MOP (Method of Payment) on the account is changed to "Invoice"



  5. A cheque refund (if applicable) will then be sent to the estate of the deceased

· Exception: If the account is in non-pay, outstanding balance is cleared and no cheque is sent

· Rule: Cheque refunds must be $5 or greater in order for a refund to be processed

Exception: A refund can be processed to the credit card associated with the account at the caller's request if the credit card is still valid. There is no exception to the amount that can be processed.

  6. If a Refund is sent to the Executor:

· Name of Executor and address must be changed in STARSS and a refund cheque is processed by the Billing Team.

Customer Calls in to Inform that the Subscriber is Deceased and Requests that the Service be Transferred to His/Her Name

  1. Apologize for the callers loss

NOTE: NO POD (Proof of Death) is Requested

Rule: Ask for authentication from the caller using two of the following:

· Account number

· The amount due on an available invoice

· Description of services on the account (subscription package, number of receivers, etc.)

· Approximate subscription period for the account

· Address and phone number

NOTE: If authentication fails, call to be escalated to a Senior/Manager to process

  2. Confirm if a Cancellation Fee will be generated - if so, place a credit on the account for the full amount



  3. Cancel the radio effective immediately

· Exception: Customer informs that the death occurred long ago and would like a retroactive cancellation.

i. Call to be escalated to a TM to process

  4. The MOP (Method of Payment) on the account is changed to "Invoice"



  5. A cheque refund (if applicable) is sent to the estate of the deceased

a. Exception: If the account is in non-pay, outstanding balance is cleared and no cheque is sent

b. Rule: Cheque refunds must be $5 or greater in order for a refund to be processed

Exception: A refund can be processed to the credit card associated with the account at the caller's request if the credit card is still valid. There is no exception to the amount that can be processed.

  6. If a Refund is sent to the Executor:

a. Deceased account number, Name of Executor (in c/o) and address is logged in the shared Cheque Refund tracker and a cheque refund is processed by the Billing Team. Cheque refunds are processed weekly (Tuesday) and sent out on Wednesday

  7. A new account and billing information MUST be created in the requester's name and the radio is then activated. DO NOT override the information on the existing account for the deceased subscriber under any circumstance.

What if the acct holder is not deceased but had medical issues? Same rule applies.

Service Continuity

  1. Consolidate Acct
  2. the service in the previous vehicleChoose a new plan for the new
  3. to roll onto after their trial
  4. Apply any credit from the old vehicle's service toward the Customer's first payment

Customers usually want the same plan they had in their old car. The process to select the plan and explain how it will apply as a Follow-On and restart can be tricky however. We're now going to make this a simpler process for you and the Customer by eliminating some of that work and conversation!

What Does That Mean?

Soon, certain Customers will be eligible to transfer their service directly from their old car, instead of canceling it and starting over!

We'll still honour their free trial period they're entitled to with their new car purchase We'll keep them on the same plan they already love We'll take whatever unused days they have left from their old car and add it to the end of their trial on their new car Customers will retain any promotion or discount they had with their prior vehicle until that promotion ends Once the trial and leftover days are done, their service will continue to renew at then current rates, as if nothing changed

Simply find the Customer's account in CEP, click your Account Consolidation/SCT task, and follow the screens! The only difference you'll see for eligible Customers is a slightly different Choose Subscription page when you get to it. Here's what the Choose Subscription page will look like if the Customer is eligible to transfer their service with the new process.

What's new about this screen is that under Recommended Plans, it says Transfer Current Service. You'll also notice you only have one plan to offer: the same plan they had on their old car! This means you won't need to talk to the Customer about a bunch of different options for after their trial. You can simply let them know their same service is resuming after their trial.

Note: the Swap Fee still applies for these types of Service Continuity for all Customers outside of Quebec!

What to say: It's your job to let the Customer know what's happening as well. Chances are this isn't the first time they've bought a new car and contacted us. So let them know you're transferring their service to their new car and that they won't lose out on any days they have left on their current plan. You might say something like:

One More Thing...

Please remember that Service Portability will not be available for all Customers when you initiate a the Service Continuity task.

CEP will determine which process you'll follow based on the eligibility of the Customer's device.

October 18/23 Topic: Phone system

Gen web link: https://login.usw2.pure.cloud/?rid=ONvDoZSxVc6xmqsyIV33wziCWasJ-ZgCsX7AaNjrxGM#/authenticate-adv/org/siriusxm

  1. Genesys cloud To log- in . 1. Genesys app 2. then CEP Note:
  2. Log in to Kronos
  3. Log in to Web Genesys-make sure to log in first a few minutes before the shift
  4. Log in to CEP

For Genesys Log-in User name: casme_emista_ca16060ma@siriusxm.purecloud.com Password: Gensaleswave114!

https://apps.usw2.pure.cloud/directory/#/activity

CEP Production Username: ca16060ma pwd: Aliyah251973*

Genesys web icon navigation:

  1. Available - you are on call
  2. For Busy : allowed are Coaching, project, outbound. be reminded that you should inform the supervisor first and for approval.
  3. Away -
  4. Break - 15 minutes
  5. Meal - 1 hour
  6. Meeting
  7. training

Genesys Phone Icon navigation:

  1. phone icon to connect a call
  2. Dial pad - to dial CX phone and to trigger the card
  3. arrow left - to transfer a call to retention
  4. The mic - to mute or unmute the call
  5. Phone with arrow down - to stop the call or disconnect if there is a ghost call,
  6. Pause - to put the call on hold
  7. Secure post - if the credit card masking is not working, then ask it verbally, but secure the call first before you get the info , once you are done until the cvv then un-pause the icon.

Credit Card Masking tool

Why are we using masking tool?

B. the Payment screen

Types of payment

  1. updating the method of payment 2.capturing a method of payment for a new activation 3.Updating a ccx information who is non pay status
  2. the screen are identical no matter wc

On CEP...CR # is in the top right location, here you can input the number.

C. When will the cx not use the masking tool

How to file a ticket? Control Desk Agent -Rebecka, She,

Common scenarios for filing a Ticket

  1. SOA Ticket - Statement of Acct,
  1. Trial branding
  1. Supervisor call back (sup call) Rule: we are allowed to escalate the call once but offer 1 solution first before escalating the call to the supervisor, look for available supervisor on the floor. Tell the cx that you will file a ticket so that the supervisor will call him/her back.
  1. Canadian/ French call back

expect to received a call within 2-3 days you can offer a promo plan for 6 mo. eligible for introduction price.

Note: 1 resolution before to file a ticket.

Filling a ticket CEP Steps

  1. go pull up the account- verify
  2. click file a ticket
  3. Go to category
  4. secondary category
  5. on contact - go to queue choose support senior eton
  6. Assigned to a person among the 10 on CD.
  7. Resolution details - do not touch
  8. Wrap up
  9. go back to acct so you will know if it is already filed
  10. Incident- then click the reference Number - then begin - then next - then wrap up

1 Acct maintenance - no ticket, (under other are sup call, Trial branding) 2. Billing- yes for statement request and tax ( 3. Executive response - do not handle this 4. Hardware fulfillment - no ticket 5. System related problems - control desk 6. Tech support - yes file a ticket

Tax exempt "Aboriginal" the Indians Need to submit:

  1. Native Canadian Band status form
  2. And 2 Pcs Canadian gov't ID and mail it to: billing.specialist@siriusxm.ca Fax: 4165137489 Note: don't waive the tax and mrf if they want a better rate they should avail any promo. Tax will be refunded as soon as they have submitted the requirements.