9/13/2016 Executive Summary Discussion

Explanation
What is the Call Disposition goal?
90% completion rate
90% accuracy rate

Explanation
Selecting the reason that most closely matches the reason the caller has called in for during the first 3 minutes of the call helps to meet the expectation of 90% accuracy and 90% completion rate because it allows the customer service representative to quickly understand the issue and provide appropriate assistance. By accurately identifying the reason for the call early on, the representative can efficiently address the customer's needs, leading to a higher completion rate and ensuring a satisfactory customer experience.

Explanation
They are only required to mention it when the change taking place affects their bill, such as an adjustment, BCR, or plan/service change.

Explanation
The Send SMS password feature is not available on High Security accounts. This feature is typically used to send a temporary password to a user's mobile phone for authentication purposes. However, High Security accounts have additional security measures in place, such as two-factor authentication, which may render the Send SMS password feature unnecessary. Therefore, the correct answer is False.

Explanation
By following the mentioned strategies such as moving through the account security option quickly, using hold only when absolutely necessary, giving clear direction to the customer, using tools, and staying on topic, it is possible to decrease the Customer Resolution Time (CRT). These strategies help in streamlining the customer support process, reducing unnecessary delays, and ensuring efficient and effective communication with customers. Therefore, the statement "True" indicates that implementing these strategies can indeed lead to a decrease in CRT.

Explanation
The AHT (Average Handle Time) or CRT (Call Resolution Time) goal for customer service is indeed 480, and the Troubleshooting goal is 520.

Explanation
The given answer "True" suggests that the Metropcs.com website is indeed changing on 9/16. This implies that there will be some updates or modifications happening to the website on that specific date. However, without any additional context or information, it is difficult to determine the exact nature of the changes or what aspects of the website will be affected.

Explanation
Sales will start by the end of the month.

Explanation
The statement suggests that ScreenIT is being replaced by NameID in both the value bundle and as an individual service. Therefore, the correct answer is "True" as it aligns with the information provided.

Explanation
The given answer is true because the statement suggests that the $1 feature called "Block-it" is coming to an end soon. It then mentions "NameID" as the new option, which implies that NameID will replace Block-it. Therefore, it can be inferred that NameID is the new option for the ending $1 feature.