| 1.
|
Describe the purpose and function of the Intelligent Work Station
(IWS). (I)
|
| 2.
|
Demonstrate Log-In/Log-Out procedures. (I)
|
| 3.
|
Demonstrate proper use of application and productivity tools. (I)
|
| 4.
|
Demonstrate proper use of a reference navigation system. (II)
|
| 5.
|
Demonstrate the components of effective call flow. (III)
|
| 6.
|
Demonstrate techniques for handling difficult customers. (III)
|
| 7.
|
Retrieve a customer account. (IV)
|
| 8.
|
Demonstrate proper account maintenance procedures. (IV)
|
| 9.
|
Use the bill history retrieval system. (IV)
|
| 10.
|
Classify calls and make rate determinations. (V)
|
| 11.
|
Use the automated batch system. (VI)
|
| 12.
|
Process Dial 1 orders. (VII)
|
| 13.
|
Classify billing types. (VIII)
|
| 14.
|
Create payment arrangement requests. (VIII)
|
| 15.
|
Process calling plan service orders. (IX)
|
| 16.
|
Demonstrate procedures for making calling plan adjustments. (IX)
|
| 17.
|
Use the Order Status System. (X)
|
| 18.
|
Demonstrate investigation steps for billing claims. (XI)
|
| 19.
|
Demonstrate procedures for making sustain/adjust decisions. (XI)
|
| 20.
|
Use proper procedures for processing billing claims. (XI)
|
| 21.
|
Process partial adjustments. (XI)
|
| 22.
|
Demonstrate procedures for international call claims. (XII)
|
| 23.
|
Demonstrate procedures for Long Distance account establishment. (XIII)
|
| 24.
|
Demonstrate procedures for Long Distance account maintenance. (XIII)
|
| 25.
|
Demonstrate procedures for ordering calling cards. (XIII)
|
| 26.
|
Use appropriate guidelines to issue an emergency card. (XIV)
|
| 27.
|
Demonstrate the sales process. (XV)
|
| 28.
|
Demonstrate effective techniques for closing a sale. (XV)
|
| 29.
|
Demonstrate procedures for resolving customer “slams”. (XVI)
|
|