User talk:Rodeleon

CHECK CLAIRE DAMES!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!1

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MIGRATE: "Even More arrows in streamline - Migrate - Migrating to Even More Plus" or "Rate Plans & Services - Rate Plans Support - Policies - Migrating to EvMr Plus" Going from EVEN MORE & Grandfather(postpay & flexpay) TO EVEN MORE PLUS (postpaid & flexpay). Go to the "Scenario Table" to see the Migration FEE.

BAN TO BAN MOVES: "Billing - samson steps - toolbars - BAN to BAN move(Consolidating Acc) move 1 or plus lines from 1 BAN to another different BAN. there's no ACTIVATION FEE. MIGRATION FEE: from Even More to EvMrPlus. $35 if they renew or activ before oct25. EARLY THERMINATION FEE: Depending on the rate plan, renew or activ after oct25. UPGRATING PHONE: Keeps contract terms. 1.MIRROR BAN: Copy all the info from the actual BAN to an empty BAN(the one that the subscribers are moving to). it could be different Billing Address. 2.CREDIT EVALUATION: Same CC the actual BAN has, just approve the lines that are going to be needed. 3.CHANGE SUBSCRIBERS: in Actions, move subsc from BAN to BAN ,"add to master bill"(add subscriber). 4.copy #, get & ok. 5.CHOOSE RATE PLAN according to RP on the other BAN. 6.If they don't want to RENEW the contract, after choosing rate plan, click COMMITMENT erase the months it appears & leave it BLANK. 6.MOVE SUB

CHANGE OF RESPONSABILITY (COB): "Call Handling - Account Support - Changes - Change of Responsibility (COR)" making another person responsible 4 the BAN. CANNOT DO COR: -Pre-paid customers. -suspended or delinquent acc. EXISTING: Biling name-Acc Holder(individual acc) or Auth User(business acc), follow verification process. POTENCIAL: Don't verify the acc. EIP: (If the customer has unpaid EIP) -Canceled BAN: charges on final bill, not new BAN. -Open BAN: charges will continue. FLEXPAY: Advice customer of their bill status. PROCEDURE: -Same procedure as BAN TO BAN MOVES, but click on "change ownership"(change of responsability). -Existing Customer GIVES Permission to do COR. -Read COR SCRIPT to EXISTING customer & create a MEMO (COR code for memo instead of CSM). -Contact Potential Customer (CBR), conference w\existing customer. -If the NEW COR gets in touch w\T-M to run Credit Evaluation & agree to terms conditions of service, in less than 30days of the COR MEMO from Existing customer (VERIFY MEMO) -If we cannot VERIFY the COR MEMO, we need to contact the existing customer to get the APPROVAL & do the COR. -Read POTENTIAL Customer SCRIPT & create a MEMO. Get consent of rate plan, service & features you can offer. -If potential has an existing acc w\t-m, Ask 4 BAN or Mobile number & confirm if the new line is compatible w\the existing line. -If he doesn't have an existing acc we have to RUN the credit evaluation. -Follow table for migrations only when customer wants to change from Ev More or Grandfather TO Even More PLUS. -Before moving the line OPEN BAN so when it's MOVED it won't be closed & the MEMO can be entered. -MOVE the line (just like BAN TO BAN MOVES) -MEMO on both BAN's the verbal contracts for COR Customers. -EXISTING MEMO: ONLY on existing customer acc. -VERBAL CONTRACT MEMO: ON BOTH BAN'S

COR: Transfer the billing responsibility to an existing T-M costumer to another party. MASTER CORPORATE SERVICE AGREEMENT (MCSA): An agreement T-M makes to businesses for discount service. INDIVIDUAL ACC, the costumer chooses their rate plan. BUSINESS ACC: CORPORATE ACC, EXECUTIVES. the company chooses the plan they are going to get. CORPORATE NODE: A numeric samson code that ties biling account numbers (BAN) together under an MCSA. the corporate node is used to total acc charges. determine the total recurring charges & apply any corporate discounts. "GENERAL EMPLOYEES (MCSA)" want to be atached to the company discounts. TYPES OF COR: -Consumer to consumer. -Deceased customer. -Business to consumer. -Consumer to business. (transfer to business credit) ATTACHING TO A CORPORATE NODE: Transfer to "premier disccount department".

PHP: Not available to Prepaid customers, Customers must enroll within fourteen days of the activation, handset upgrade, or warranty replacement. PHP Stores for PHP Bundle & Insurance. PHP INSURANCE: lost, stolen, and accidentally damaged equipment. PHP WARRANTY: malfunctioning equipment within and beyond manufacturer's warranty

Flexpay to PostPaid Activations > Activations > Policies > Account Conversions Smatr Accest to Post Paid (Single to Single) Activations > Activations > Policies > Account Conversions > Smart Acces Conversions AccountsSmart Acces/Take Control > Smart Acces to Postpaid Credit Class W Smart Access to Post Paid (Pooling to Pooling) anyone on smart acces is eliglible Smart Acces to Even More Plus Migrate to Even More and then migrate again to Even More Plus! rate plans & services > smart acces > Polcies > smart acces/taking control

Diference Between smart acces pooling and no pooling SmartXS single 2 singe Double click on the Ban type change the rate plan SmartXs Pooling to Pooling Mirror Ban Manual Credit Review Ban to Ban Move Memo Prepaid to Post Paid client mus agreed to have their credit run. if not > flexpay monthly Conversion to: postpaid > will keep the same sim & msisdn flexpay > will keep same #, but will need a new sim card. Flexpaid and post paid will pay activation fee acording to the account type. any balance in prepait will be lost at the conversion They cannot apply for descount in handset but can get a new one Steps advice the customer run credit create a new ban and tentative suscriber if: it its post paid save and continue flexpai activate the BAN and collet founds before processing submit a msisnd maintenance request to keep the same numer (remedy) activation, they will receive a txt msg in 24 - 48 hours confirming the activation - recap the details of costumer and contract terms memo in the ban changes made customer sim & imer post paid rate plan remedy form all advices activation > activacion > policies > account conversions > mobile prepaid conversions

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Ban 2 Ban Move Usage Change of responsibility From familiy to singe (splic Accts) Deceased customer Correcting Activations Erros (1st bill cycle) on flexpay to post paid account we trasnfer the balance Smart accces to post paid (pooling to pooling plan) Flexpay to Postpay conversions

Change Of Responsibility (COR)

Never DOWNGRADE an Account Potential Customer MUST qualify in credit class to have the line of the existing consumer Existing -> Gives Permission "(Insert Billing Name), as the current responsible billing party, you agree to allow T-Mobile to transfer your mobile number ending in (Insert last four of Mobile Number) to a new customer and for us to discuss this transfer with them. You are responsible for locating the new customer and understand that the new customer must contact T-Mobile, qualify for credit and agree to the terms and conditions of service before the transfer is complete. You will remain responsible for the mobile number and all charges, on it until the COR is complete."

potential -> receive the line dont't verify the existing account!!! 1. Read the potential customer script 2. verify if customer qualifies 3. verbal contract 4. ban to ban move verbal contract

Activations > Activations > Policies > Change of Responsibility > Verbal Contracts for Change of Responsibility (COR) Customers

CONTRACT ACCORDING TO THE SCENARIO

"(Insert Potential Customer Name), In order to complete this change of responsibility, you must be 18 years [or 21 years in Puerto Rico], pass a credit check and qualify for the services on the existing account. Once qualified, you will hear the details of your rate plan, including any required services, deposit and contract term. You must agree to the terms and conditions of service which are presented today and described more completely in a subsequent mailing. You are responsible for all charges on the account incurred starting today. There is not an activation fee or a buyer's remorse period for this transaction. Handset upgrade discounts will not be available until tenure has been established. Do you want to continue with this process?"

decease customer Call Handling > Account Support > Changes > Deceased Customer

Rate plans Changes Rate Plans & Services > Rate Plans Support > Policies > Rate Plan Changes Overview

Flexpay 2 Postpaid Only in the submarkets specify for miami MIF atlanta ATG milwakee MIW minnesota MIM

CC A, B, C or L New Ban Move Line(S)

If the account is delinquent set the balance to zero and then change of responsability

1. MEMOS Memos are account notes of a customer's inquiries and changes that can be used for future reference. Who called - first AND last name Why they called How you resolved the issue Changes made to the account Any verbal agreements

NEVER note the following information in account memos: Social Security numbers Credit card numbers Checking/savings account numbers Last name of previous CSR who may have worked on the account AUTONOTER II juts by filling the requested info on the screen.

Call Handling > Account Support > Information > memos

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2. IT IS POSSIBLE TO ADD A NEW SUSCRIBER TO A GRAND FATHER FAMILY TIME RATE?

For Family time grandfather you add the new suscriber as a grandfather line even they are no longer avaible but if it's a single they must add the new lines on an even more or an even more plus. Rate plans & services / rate plan support / policies / rate plan changes overview

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3. WHAT TO SAY TO A CUSTOMER IF THE PREVIOUS REP HUNG UP THE PHONE

Sir we really apologize but we are experiencing some technical difficults, I apologize again for that mistake OF OUR LAS AGENT.

Sir i'm really sorry for the inconvenient the last agent might missed the connection unexpectable I apologize, I know you were in the middle of a process so let me help you with that if it's ok with you

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Port In Steps and Important informations

1. Phone active on other service provider 2. New line or replacing and existing numer (check if the customer has an account and the kind of service) VERY INFORMATION customers name phone number password ssn 3. Check Elegibility (elegibility query) Billing > samson steps > 6. Toolbars > Eligibility Query 4. Set Request 5. Open Request (account number, previous provider, name on account, password, set request for desired date) 6. Send Request 7. Activate number or replace existing number Pre Paid Port Ins

First Ask if the Pre Paid account is active If active go on if not send back to pre paid

Create a new ban as INDIVIDUAL PRE PAY Name Adress ask about the pre pay phone number

1. determine if a customer wants a new line or replace 2. Open new Ban (Type: Ind; subtype prepaid 3. Name, Add, SSN, CPNI 1, Dealer Code & Loc, (if needed) 4. Save 5. Check Elegibility 6. Set Request, Open Request 7. Fill Request (account number, previous provider, name on account, password, set request for desired date) 8. MEMO Mobile Number Change Replace existing T-Mobile Prepaid number NPA-NXX-XXXX with porting number NPA-NXX-XXXX." Other standard memo details Note: The above information is required to complete the mobile number change in VASA.

New Activation Memo the following:

Dealer Code PIN Code (required) Authorized Users (if specified) Contact Number (if specified) Rate Plan (choose between Pay As You Go, Pay By The Day, or Sidekick) Other standard memo details
 * SIM
 * IMEI
 * Date of Birth
 * Activation Code (11 digits)
 * The information with an asterisk is required to complete the activation in VASA.