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What are the timelines for Collection?
45- Collections, 100- hard disconnect, on or around 90- soft disconnect
100- Collections, 45- hard disconnect, on or around 90-soft disconnect
45- soft disconnect, on or around 90- hard disconnect, 100- collections
Are you allowed to upgrade a customer when they are past due?
How can you identify if a customer is in a geographical area that is experiencing an outage?
IBA (Interactive Billing Assistant)
KDB (Knowledge Database)
A customer is past due if they have an amount due in the 31-60 day aging bucket or older.
If a customer is “soft disconnected”, what amount has to be collected to restart services?
Current amount and Past Due
One month in advance
Past due amount
None of the above
Non Pay Accounts are written off and sent to a collection agency on what day?
How many digits does the account number contains?
Promise to Pays are allowed once every _____ days.
The Billing Day is determined by the installation/connect day of the service.
What is Remedy?
Our troubleshooting tool that needs to be filled out on each call
Our ticket tracking system, that works hand in hand with DART when accessing accounts.
A system that tracks our calls
We do not use Remedy
What are the things that we can use IBA for?
Process customer payment
Payment History and Prorates
A and C
All of the above
How much is charged to an account if a check is returned?
Nothing, we just write off that amount
If a customer has been disconnected due to non-pay and would like to reconnect, what has to be collected?
The past due amount
Total amount due on the account, re-connection fee, activation fee , and month in advance
Month in advance
What payment option(s) does a customer have?
All of the above
Customer requests HBO ($14.95) be added to their account. Their billing cycle runs from 1st to 30th. Today is the 17th of the month. What will be the prorate generated when HBO is added to the account?
Where could your customer quickly locate their "ACCESS CODE" if they don't remember it?
On the upper left portion of their statement
By calling the IVR
Once I click on the CTSID, I'll be able to view all the details of the outage in the customers area.