Quote:
Originally Posted by Chrysalis
seems simple to me.
are agents allowed to deviate from scripts and training if it keeps the customer happy.
eg. temporarily activating 20mbit but making a note that customer is on 30mbit and a new superhub is on the way to them.
another example shifting someone to overlay if on congested legacy.
are they allowed to do that kind of thing if they choose to.
or do they have to tow the party line.
this word process keeps popping up.
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We have no scripts as that would not work on broadband even though they would love it to be possible but the are to many variables to be scripted.
30Mb is only activated once the Superhub is on the account.
We cannot move you onto a specific uBR as the modem will only tune onto the correct one, so not possible but if you were previously on a VXR7200 uBR then the Superhub will retune to a VXR10000/12000 or a Motorola.
Luckily I do not have to do any Quickstart work such as adding new modems to accounts, we only see you if the is an issue.