Cid Training 101708

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  • Cid Training 101708

    1. 1. Confidential/Proprietary
    2. 2. Once you open CID via Internet Explorer: Select “Yes” to continue
    3. 3. <ul><li>Computer Requirements: </li></ul><ul><li>512 MB or RAM or greater </li></ul><ul><li>Internet Explorer version 6.0 or later </li></ul><ul><li>Internet Connection (Broadband Preferred) </li></ul><ul><li>Printer </li></ul><ul><li>Web Address : </li></ul><ul><li>https://cricketactivate.cricketcommunications.com </li></ul><ul><li>Make sure your pop-up blocker is disabled, or set to always allow pop-ups from </li></ul><ul><li>this site. </li></ul><ul><li>To log in, enter your username and password, then click on the arrow. </li></ul><ul><li>User name & Log in is provided by your Cricket Account Manager. </li></ul>Enter your username and password provided by your Account Manager (each location is assigned its individual username and password) Click the arrow to continue on with the activation
    4. 4. New customer: select the new customer button and the activation will proceed Click the arrow to continue on with the activation All transactions in CID will begin at this screen.
    5. 5. Verify the market it correct! Enter MEID and Hexadecimal If it is a new Cricket handset the phone model will populate here Select account type (personal account type is most commonly used) Continue down and complete entering in the rest of the customers information Note: When entering the customers information please get as much as possible. Although Cricket does not require a SSN when activating a new customer, you should get one if possible. In the Rate Center make sure and select the correct City to receive the right mobile number for the customer! <ul><li>Select plan type: </li></ul><ul><li>Cricket Monthly </li></ul><ul><li>Cricket By Week </li></ul>Scripting will appear to be read to the customer before entering a Social Security Number. Indirect Dealers should attempt to collect a customers Social Security Number whenever possible. Click the arrow to continue on with the activation If the customer does not have a Social Security Number available and or they refuse to provide it, simply click on the Bypass ID Validation check box.
    6. 6. If the Social Security Number given by the customer should fail the validation process, a failure screen will appear. Simply click on the Green arrow to proceed. From the failure screen, the Indirect Dealer will be directed back to the Customer Information Collection screen. The customers Social Security Number can be reentered for one more validation attempt or the Bypass ID Validation box can be checked to proceed with the activation without an additional validation attempt. If the validation attempt fails a second time, the failure screen will appear again. Click on the Green arrow to proceed with activating the customers account. Please note: In the phase 1 release, the customer does not have to pass ID Validation to activate new service. wireless Confidential/Proprietary Customer ID Validation
    7. 7. First, select the rate plan by process of elimination, starting with the $60 Access Plus Plan. If a Social Security Number was entered for the customer, the ID Validation will take place behind the scene while the Indirect Dealer is reviewing the Rate Plan and Offer Page. Note: What the dialog box reads with each selection. This box changes according to what selection is being made next. As you select no on a rate plan, the next plan “illuminates” and becomes available for selection. (This emphasizes the “sell up to sell down” sales process!)
    8. 8. Once the rate plan has been selected, you can select the optional features in order. As you select yes or no on each feature, the next available feature illuminates, based on the rate plan selected. Included features remain illuminated. Unavailable or pre-selected features packages for the selected rate plan remain “grayed-out.” When you have verified all of the above information is correct click the arrow to continue on with the activation
    9. 9. * If an exact match is found on the street address and zip, CID will not display this screen and will simply accept the zip +4 provided by the third party.  Click the arrow to continue on with the activation Please make sure and read the definition of the below options carefully
    10. 10. “ First Bill Total” will be for the first full month of service plus additional features and taxes. “ Amount Due Today” shows the amount due which must be collected at an APL within an hour of the activation Summary legal script on lower page must be read to the customer . After agreement select “Yes” and proceed to the final steps. Click the arrow to continue on with the activation
    11. 11. IMPORTANT: Reference number & personal ID will be used to make payments on an APL machine with activations that need pre-payment. You must print or write these numbers down to complete the activation. Page will include a summary of the monthly service including pro-ration, fees and taxes <ul><li>Option to add a line or finish the activation </li></ul><ul><li>This is the last chance to go back and make changes to the account </li></ul>Remember :, if you don’t choose to add a phone at this point, you cannot add a phone to the account for 24 – 48 hours. If you select “Add Phone” just complete the prior steps again depending on how many lines you are adding
    12. 12. Click on “Check Status” to see the status of recent activations.
    13. 13. <ul><li>This Screen is used to monitor all activations from the last 48 hours. </li></ul><ul><li>Screen Codes: </li></ul>Please look below to see Status code meanings Click on “Refresh Page” to see the updated status When the status changes to “A” for Activated you can click on the customers information and the next screen will appear (If activating multiple lines just repeat the following steps)
    14. 14. IMPORTANT: Make sure and print a copy for your records and for the customers records to prevent any miscommunication between you and the customer, also for future reference. Once an account is active a customer and dealer printout will be available . Information presented will represent the scenario of activation If the customer is required to pay the $15 activation fee for an NBC or PWH handset the CID printout will include the fee. The Refund Policy and reference to Cricket terms & conditions are highlighted at the bottom.
    15. 15. Click on “Return to Status Monitoring Screen” to continue Make sure and complete the activation by dialing *228 to program the handset, if the handset fails to program successfully please refer to the manual programming instructions located at www.mycricket.com
    16. 16. Existing customer: Click on this button to access existing customer database Select the last name field with the mouse and then type spacebar, tab spacebar, tab. If you have done it right the focus will be in the area code window Then you must enter the existing mobile number or Cricket account number here Then click on here to continue |
    17. 17. Search results will appear, you then select the account by clicking on the name. Be sure to verify the name on the account with the customer.
    18. 18. It is very IMPORTANT to verify the customers information to assure you are assisting the account holder to prevent any unauthorized changes an the customers account FYI: You can get allot of basic account information by clicking on the customers information in the top right hand side of the screen Pop up Box will appear with basic account information Then click on here to continue
    19. 19. Click on the “Billing details ” link to open account details
    20. 20. You will then be able to view the account details You will also be able to lookup the customers account history by month When selected by clicking on the correct month a drop box will appear, displaying billing data You will then be able to view all of the accounts Billing data
    21. 21. Click on the arrow to reveal phone details, if the customer has more than one line they will also appear here
    22. 22. Click on the mobile number (MDN) to chnaqge the customer’s phone number
    23. 23. Verify the phone model is accurate. Select the area code the customer is requesting. Since we only have one in Las vegas, this should be easy Then click on here to complete mobile phone number change Scripting informs the dealer to charge or not charge the $15.00 phone number change (MDN)
    24. 24. Select the “MEID/Model” to initiate the needed MEID change
    25. 25. Enter the new ESN and Hex <ul><li>Update the phone model. For NBC handsets select the model that best resembles the NBC handset. </li></ul><ul><li>If the New MEID is a new Cricket Handset and the customer does not currently have insurance, the opportunity to add insurance will be available </li></ul>Select the ESN change reason from the options on the list.
    26. 26. <ul><li>This screen shows that the MEID change was successful </li></ul><ul><li>Dealer collects the $15 ESN change fee </li></ul><ul><li>Phone programming instructions. New handset or PWH handset </li></ul><ul><li>Phone Programming instructions for NBC handset </li></ul><ul><li>* Make sure and print the page and give a copy to the customer! </li></ul>wireless Confidential/Proprietary MEID Change
    27. 27. Select the rate plan to initiate the needed change
    28. 28. <ul><li>Select the current plan to only change the current features </li></ul><ul><li>To change the rate plan select the new rate plan. Unlimited Access will be offered first </li></ul><ul><li>You should up-sell features to every customer </li></ul>
    29. 29. <ul><li>Changes to rate plans and features will receive the same summary as new activation </li></ul><ul><li>Print option is available at the bottom of this screen. Rate plan, feature, and MDN changes will be reflected in the new print summary. </li></ul><ul><li>In order to move forward, you must select ‘yes’ on behalf of the customer agreeing to terms and conditions. </li></ul>wireless Confidential/Proprietary Summary Page
    30. 30. <ul><li>Customer will receive a summary of changes performed </li></ul><ul><li>Rate plan changes </li></ul><ul><li>Features added/removed </li></ul><ul><li>New monthly service amount </li></ul><ul><li>Next bill amount </li></ul>Bart Simpson Confidential/Proprietary Summary
    31. 31. Select ABP link to process changes to credit or debit card billing Select the Paper Bill link to add or delete the sending of a paper bill If Bill Reminder (SMS) is set to ‘yes’, customer will receive bill reminder text message. If ‘no’, reminder is set to ‘off’. Automatic Bill Pay
    32. 32. <ul><li>ABP will initiate after first full billing cycle. If ABP is added mid-month, the current bill will not </li></ul><ul><li>process via ABP. Customer will be required to make alternate payment arrangements. </li></ul>Review terms and conditions with the customer Select yes then proceed Confidential/Proprietary
    33. 33. Automatic Bill Pay information will be updated at this screen Customers may use credit cards to establish ABP at Dealer locations. Customers with debit cards must be referred to a full service Cricket store for assistance Bart Simpson The name can be changed to match credit card information if, for example, a family member is paying for a relative’s account. Automatic Bill Pay (ABP)
    34. 34. <ul><li>Customers must fill out and sign “authorization for automatic bill pay” form. </li></ul><ul><li>Dealer will keep the authorization form to give to IAM on their next visit. </li></ul><ul><li>The customer must make the first bill payment manually. ABP will not begin until the second bill cycle. </li></ul>Confidential/Proprietary Automatic Bill Pay
    35. 35. Reactivation As you select no on a rate plan, the next plan “illuminates” and becomes available for selection. (This emphasizes the “sell up to sell down” sales process!) First, select the rate plan by process of elimination.
    36. 36. <ul><li>Former customers have the option of looking up a past account and trying to use their previous MDN. If the MDN is available it will be assigned. If unavailable, a new number will be assigned. </li></ul><ul><li>If an account has been disconnected for 60 days rather than reactivating the account CID will create a new PIA account. </li></ul><ul><li>For all handset types the customer will be responsible for paying the activation fee, 1 st month of service, features, taxes and payment fee before account will activate. </li></ul><ul><li>A $15 reactivation fee is paid directly to the dealer as commission. </li></ul><ul><li>Past due balances on disconnected accounts will not be collected. </li></ul>Confidential/Proprietary Reactivation
    37. 37. Bart Simpson Verify that the MEID on the account is correct. Enter the Hex Input the Address information
    38. 38. Summary legal script on lower page must be read to the customer. After agreement select “Yes” and proceed to the final steps “ New Monthly Bill” will be for the first full month of service plus additional features and taxes. “ Amount Due Today” will need to be paid to an APL within 1 hour of the activation Reactivation
    39. 39. <ul><li>Reference number & personal ID will be used to make payments at an APL machine with activations that need pre-payment. You must print or write these numbers down to complete the activation. </li></ul><ul><li>Page will include a summary of the monthly service including fee’s and taxes </li></ul><ul><li>This is the last chance to go back and make changes to the account. </li></ul><ul><li>Remember: If you don’t choose to add a phone at this point, you cannot add a phone to the account for 24 – 48 hours. </li></ul>Click “Finish Activation” to complete the reactivation Confidential/Proprietary Reactivation
    40. 40. <ul><li>This form is used if CID is unavailable. </li></ul><ul><li>By completing the Manual Sales Form you can proceed with the activation by entering the collected information into CID when it becomes available. </li></ul><ul><li>By doing this you are able to continue selling! </li></ul> Confidential/Proprietary Manual Sales Form
    41. 41. <ul><li>Bridge Pay is a flexible payment option for Cricket customers </li></ul><ul><ul><li>Customers who can not pay their entire monthly bill due in a single payment </li></ul></ul><ul><ul><li>Customers who want to avoid service interruption </li></ul></ul><ul><li>Bridge Pay may be offered to active and hot lined customers </li></ul><ul><li>Bridge Pay allows customers an additional 7 days to pay their full balance with minimal upfront cost </li></ul><ul><li>Customers with multiple lines of service may take advantage of Bridge Pay </li></ul><ul><li>Bridge Pay is not available to disconnected customers </li></ul><ul><li>Available one time per bill cycle </li></ul>Confidential/Proprietary CID/APL Bridge Pay Introduction
    42. 42. <ul><li>Bridge Pay may be offered one time per bill cycle (call center and indirect only) </li></ul><ul><li>Account is held for 7 days with $20 payment </li></ul><ul><ul><li>$17 (per line) on account towards balance due </li></ul></ul><ul><ul><li>$3 payment fee </li></ul></ul><ul><li>Accounts with multiple lines of service will pay $17 per line and one $3 fee </li></ul><ul><li>Bridge Pay may be offered to hot lined accounts </li></ul><ul><li>If account is not paid in full the account will be suspended and the phone will not work again until they pay their balance </li></ul><ul><li>IVR, TIO and APL payment systems show full balance due not that BPSA balance due </li></ul><ul><li>Customer retains their existing phone number, features, rate plan and phone replacement plan </li></ul><ul><li>Customers that are currently enrolled in ABP must have ABP removed from the account </li></ul>Confidential/Proprietary CID/APL Bridge Pay Business Rules
    43. 43. <ul><li>click “N” next to “Active Sp. Agreement” </li></ul><ul><ul><li>If a current Bridge Pay Special Agreement is active the radio button will display “Y” </li></ul></ul><ul><ul><li>If “Y” radio button is displayed a second agreement is not allowed </li></ul></ul>Access customers account in CID-ISR
    44. 44. Click the arrow to continue on with the activation Bridge Pay Special Agreement screen displays Review the “Memos” section with the customer
    45. 45. Once agreement has been accepted the “Add Special Agreement” confirmation page will display Click the “Print agreement Receipt” radio button The “Payment Agreement Statement” will display print and provide a copy to the customer Click the arrow to continue on
    46. 46. After a copy of the agreement has been printed and provided to the customer click the green forward arrow The “Active Sp. Agreement” is now “Y” Another agreement is not allowed.
    47. 47. <ul><li>Access customers account in APL system </li></ul><ul><li>Post “Service Payment” for $17.00 (Per Line) </li></ul><ul><li>$3.00 payment fee will automatically be added </li></ul>Confidential/Proprietary CID/APL Bridge Pay Process Breakdown
    48. 48. <ul><li>What is CID? </li></ul><ul><li>Can you change a customers rate plan, features and </li></ul><ul><li>mobile phone number in CID? </li></ul><ul><li>Can you do a Cricket activation over the phone? </li></ul><ul><li>How long after activating a new customer are you </li></ul><ul><li>able to access their account in CID? </li></ul><ul><li>Is it OK to use another stores CID Username? </li></ul>Confidential/Proprietary CID: Review

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