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Top Call Drivers

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by

Isabella Garibay

on 9 September 2013

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Transcript of Top Call Drivers

Top Call Drivers

Basic Troubleshooting
Agenda
Activation Process
Line of Questioning
1-Identify how customer received equipment (pick up, ship, tech drop off).
2-Determine how many devices customer will be activating.
3-Probe to determine specific device(s) customer is activating.
If customer is activating an SA Device, confirm they waited 20 minutes after connecting the device prior to calling.
4-Verify that equipment is on the customer account and attached to outlet with the appropriate Video services.
If device is not on the account attempt to add.
If device is not inventory and was shipped to the customer, use RTP chat
(www.comcastsupport.com/rtp) to have the device added to inventory and the account.
If device is not inventory and was picked up at service center or dropped off by technician, advise the customer that the device needs to be brought into the Service Center.
5-Probe to determine whether customer completed connecting their equipment, all connections are finger tight, and identify which connection type is used for the television (coaxial, RGA, Component, HDMI). Probe to determine that TV is on the correct input/channel. Probe to determine the equipment is powered on using Device information in Einstein.
1-Ensure the device connections are "finger tight", including the coax cable from the wall to the back of the device.

2-Verify all power cords are connected and plugged into a working outlet or power strip.

3-If your devices are all correctly connected, please make sure you activate your services by either going online or by phone to enjoy your XFINITY services.

4-Check that your TV is on.

5-Remember to place batteries in your remote.

6-For HD TV and HD set-top boxes, ensure your TV input is set to "HDMI" or "Component" depending on the cables used to connect the set-top box to the TV.
Correct LOQ's for the customer's issue helps to:

1-Trend and identify process improvement opportunities
2-Route the tickets to the proper fix agents, if first call resolution is not possible
3-Correlate to and trigger outages
Make sure you select the correct LOQ depending on customer's issue:
Make sure you complete the LOQ correctly to create a ticket.

Closed: Indicates the problem is solved
Click the Finish button on the Ticket Created Closed screen.
Full transcript