Expert Review

An Expert Review is a review of account information to ensure we have resolved the customer's issue in one call, reduce number of calls per customer, and earn the right to transition our value-add call with T-Mobile Complete.

Perform an Expert Review

Care

Use Expert Head Start and Next Best Action to quickly identify why the customer is calling and to view actions relevant to the account.
Make sure the customer is Digital Ready and perform a Visual Audit to address other unstated opportunities.

1	Use Expert Head Start	Expert Head Start shows you why the customer is calling at the start of each call, with recommended related actions. Up to 3 insights will display based on what the customer says in the IVR, recent account changes, and account attributes that would indicate a possible need for support. When an insight is selected, up to 3 related actions display based on various account attributes. New insights will display as New Actions around 2 minutes into the call, based on real-time indicators, including customer sentiment. Select the new insight for up to 3 related actions.
2	Resolve the customer’s stated reason for contacting T-Mobile.	Always resolve the customer's stated reason for contacting T-Mobile before making an offer or attempting to address other unstated issues. Confirm the customer has set up a T-Mobile ID, downloaded T-Life, and assist them with completing the transaction in T-Life.
3	Review Next Best Action	NBA provides recommendations to address future customer needs. Review the NBA suggested wording and “Why We Recommended This” details to help transition into the conversation with your customer. Select the appropriate disposition option based on your customer's response ACCEPTED: Customer accepted the Next Best Action. DECLINED: Customer declined the Next Best Action. NOT APPLICABLE: Did not discuss the Next Best Action with the customer Pro Tip: Check New Actions for new insights and relevant related actions.
4	Confirm the customer is Digital Ready	Digital Ready means making sure they’ve completed these steps. Downloaded the T-Life app Created a T-Mobile ID Set up Line Permissions and Authorized Users Set up AutoPay
5	Perform a Visual Audit	Identify additional opportunities: Payments – Is the account current and is autopay set up with a discount eligible payment method? Enrolled Promotions – Is the customer accurately enrolled in qualified promotions and have they completed all required steps? Bill Shock – Are there any unexpected pending one-time or unbilled usage charges? Coverage – Is there network upgrades expected in the customer’s area, and do they have a 5G compatible device? Premium Rate Plan Experience - Are they on a Go5G Plus or Next plan? Device Upgrade – Does the account have available Equipment Credit Limit and paid off Equipment Installment Plans? Beyond the Smartphone – Does the address qualify for Home Internet? Is the customer interested in other devices such as smart watches, tablets, etc.? Device protection and Accessories – Do the lines have P360 and essential accessories like a screen protector, case, and chargers? Included benefits – Are they taking advantage of benefits included in the plan such as Netflix, HULU, Apple TV, etc.?
6	Inform the customer that you've completed an Expert Review and continue to T-Mobile Complete by making recommendations that add value to our customer's experience.

Retail

Use Next Best Action to view actions relevant to the account.
Make sure the customer is Digital Ready and perform a Visual Audit to address other unstated opportunities.

1	Check the customer in using Magenta Welcome	When you check customers into Magenta Welcome, identify their reason for the visit Check Go Digital to see if they are T-Life Ready. Tip: If there’s a wait, ask the customer to download T-Life, create a T-Mobile ID, and set line permissions.
2	Resolve the customer’s stated reason for visiting T-Mobile.	Always resolve the customer's stated reason for visiting T-Mobile before making an offer or attempting to address other unstated issues.
3	Click Start Expert Review from Magenta Welcome	Starting Expert Review launches the account in Tapestry making it easier to review NBA, line limit, credit summary, customer segments, HSI eligibility, etc.
4	Review Next Best Action	NBA provides recommendations to address future customer needs. Review the NBA suggested wording and “Why We Recommended This” details to help transition into the conversation with your customer.  Select the appropriate disposition option based on your customer's response ACCEPTED: Customer accepted the Next Best Action. DECLINED: Customer declined the Next Best Action. NOT APPLICABLE: Did not discuss the Next Best Action with the customer
5	Confirm the account is Digital Ready	After resolving the customer’s reason for visiting, confirm the account is Digital Ready by confirming: Downloaded the T-Life app Created a T-Mobile ID Set up Line Permissions and Authorized Users Set up AutoPay
6	Perform a Visual Audit	Identify additional opportunities:   Review line limits and credit summary – Is the customer eligible for additional lines? Device Upgrade – Does the account have available Equipment Credit Limit and paid off Equipment Installment Plans?   Home and Fiber Internet – Does the address qualify? Beyond the Smartphone –Is the customer interested in other devices such as tablets, smart watches, etc.?  Device protection and Accessories – Do the lines have P360 and essential accessories like a screen protector, case, and chargers? Enrolled Promotions – Is the customer accurately enrolled in qualified promotions and have they completed all required steps?  Premium Rate Plan Experience - Are they on an Experience plan? Included benefits – Are they taking advantage of benefits included in the plan such as Netflix, HULU, Apple TV, etc.?
7	Inform the customer that you've completed an Expert Review and continue to T-Mobile Complete by making recommendations that add value to our customer's experience.