MOCK CALL PRACTICE: Billing Customer Service | Telco Account (With Call Handling Tips)

MOCK CALL PRACTICE: Billing Customer Service | Telco Account // Welcome to Season 2 of Mock Call Practice Video Series. Today's video is a billing customer service call and is a common call type in Telco accounts.
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Thanks so much for watching. See you again next time!

[@ReaNinja]

⭐ This is a scripted call sample that is based on an actual call. The procedures, resolutions, and call flow may or may NOT be applicable to your account. Questions, feedback, and topic suggestions are welcome in the comments section. Thanks for watching!! ❤

[@dailytipstop1469]

Keep making videos about billing, please. There are many situations.

[@elkamaelovina1575]

Hi mam I just want to asked about consumer electronics?

[@janmichaeltagle1608]

6

[@rhomzortiz3634]

❤️❤️❤️

[@speaknaturally1972]

May I know mam, What do you mean about this? "The $10 dollars charge for this billing period was already reversed" I'm just confused with the term reversed you used. Thanks 😊

[@Jemm1029]

Telco accounts, the mother of all bpo accounts, it's true if you already handled a Telco account it will be easier for you to adjust to other types of accounts.

[@gloriejaneyu7870]

Trueee . Before my first acct. Is globe

[@crazyideas4165]

its my 1st bpo exp next week and its Telco account at&t

[@angelsbooger2496]

@@crazyideas4165 how was it going?

[@ashleymaysantos4405]

@@crazyideas4165 tips po👏

[@jonaalbo8308]

​@@crazyideas4165 any tips same 1st bpo exp. and same account

[@omar_garper]

I love you! Call centers for phone services is what I'm doing now, and this helps me a lot.

[@richellebulado6020]

Ms. Rea, I was hired last 22nd of January, thanks to your previous videos, and now I’m assigned to a Telco Account so yea, I need this again. ☺️

[@maritespactaoend-timebelie9899]

Hi Miss Rea! Timely that I'm on my Cal Simulator now as part of my final interview.I'm a newbie in the BPO industry so this video is really a great help thank you so much have a nice day God bless!(sd)

[@alenssahedandrade4922]

I just loved this video, thanks Rea, greetings from Mexico

[@jaynaldabordo3975]

I am a newbie in a BPO industry and this video was very helpful. More power Ninja ❤

[@athenazoey5093]

me too im a newbie but this helps a lot

[@akizaizayoi4763]

Thank you for this video. It's simple but very helpful. I just got endorsed to production by the way. :)

[@jessicazhanebrown]

I work in a call center in the billing department for a cable company. Unfortunately there isn’t much wiggle room, we can’t give out too many credits or we get in trouble. A lot of the times they call in about a bill increase due to their promotions rolling off and they don’t understand why we can’t give them another promotion. How can you use can do language when you honestly can’t do anything. What do you do from there. That’s what I struggle with.

[@camillegomez8336]

This helps me a lot.im a newbie in call center industry.

[@herrextura5719]

Thanks for this miss Rea, Essential for me since im in billing dept! 🙂

[@dailytipstop1469]

Thanks somuch I believe that this is the first video about billing. Go ahead

[@johnfrancisrodriguez4259]

This is so helpful. Thank you, Rea!🖤

[@mademoisellediana5165]

Thanks Rea! this is such a great help for those who will take very first mock call to pass the process and get a job order.

[@ReaNinja]

Happy to help ❤

[@mademoisellediana5165]

@@ReaNinja :-)

[@junepolrobiano1171]

We're on our 2 weeks of training Ms. Rea I wish more Financial account/ Billing account call/ scenario please. thank you

[@rpccocjin4088]

Thanks Rhea ! This is really amazing and will be very helpful

[@donitarivera3117]

Hi Rea Ninja. I just want you to know that I always watch your videos before when I was in training, and I just cant believe it that I'm already in the Production Floor and having a Telco account is really difficult but with the help of your videos before and all of your tips, I know a lot of newbies will also learn a lot from you. I always leave comment on your videos last May and June and I cant believe that I'm already in a BPO company for 3months and moving forward to stay longer.

[@ReaNinja]

Congrats Donita!! Keep up the good work and thanks for always watching my videos. ❤

[@arlenefate5369]

Telco acct is really a difficult one.. I am struggling as it is complex and a lot of product to consider and learn.

[@avyreyes4393]

This is perfect esp I am on a telco account. More of these please ❤

[@ReaNinja]

More coming soon 😊

[@andrewlcontreras8638]

Thank you so much Rea.💕 Sería genial q todos los customers fueran tranquilos. I love the video bc you follow all the steps that we are supposed to. Bendiciones🙏

[@ReaNinja]

Hope this helps! Welcome. ❤

[@gibsonboiser3482]

Thanks Rea, This will help me a lot❤️ More power to you❤️

[@rodelioramonjr]

I don't know if it's just me but Rea Ninja doesn't only help me regarding call center tips but there's so something in her voice that motivates me to be like her. THANK YOU ATE!

[@ReaNinja]

Appreciate it 💗 and glad to know I can help 🙏

[@pinkymacahilas8879]

I think it's Makoy talking from the other line. Thank you for making these kinds of video. 💜

[@Patrick-rp8gi]

Hi rea. I wanted to personally thank you for all of your videos. I am now hired and you were so helpful, I am now on a great company. God bless you.

[@junepolrobiano1171]

this is it Ms. Rea ...thank you po amazing ..

[@edithcarter3554]

I started a call center job for the first time 3 months ago and your videos are the best. You are a pro and your videos are very informative. Thank you.

[@ReaNinja]

Aww happy to know that. Thanks so much Edith! Appreciate you. ❤

[@sheenmendoza2965]

This is so helpful! I applied it to my chat sims today and it worked. Thanks for this. 😊

[@Jinx-nk3ui]

THANK YOU RHEA THIS VIDEO HELP ME A LOT

[@angelicab9077]

Thanks for those videos, right now I'm working at bank, and I have to use new terms

[@rica3300]

Boses ni Kuya Francis 😊 thanks for the vid Ms.

[@jennifervictorio3610]

Hello rea im watching again your mock call practice as im doing my mock call test tomorrow.

[@mariasergnormiecortes8343]

Thank you for your vlogs miss. Got my JO today at Continuum ☺️☺️☺️

[@nikosbryanbautista_fm1-172]

Wow Very Good its the Same on my At&T acc.

[@aishisuzumia6248]

Hi ms. Rea i had learned so much on your videos. Thank you so much you could've been one of the best trainers if you continued your call center career. I could use your tips on my upcoming call center job and i hope i can apply all your teachings. Please continue your bpo vlogs on youtube. The next gen call centers could use this

[@ReaNinja]

So sweet of you. Thanks Ivee ❤

[@raviadagatla7103]

Thank you Mam for such a Wonderful Video. A Great Help 👍

[@dangerfear9605]

Thank you for making this video Ms. Rea ^^

[@ghervzthnker]

love this thanks

[@regievlogsofficial9339]

I'll taking a mock calls by tomorrow.. Telco account thanks for this video.

[@rencieochangco4477]

i was a fisherman, because of you i lost my job😭 but im going to start my training next month for paypal account. Thank you so much rea ☺️☺️

[@ReaNinja]

I'm sorry to hear you lost your job. I'm not sure what exactly I have to do with it, but congrats on your new career. All the best!

[@rencieochangco4477]

@@ReaNinja i lost it because i was working now as a call center agent thanks to you 😊

[@allthingsfavorite4475]

Hahaha

[@ReaNinja]

@@rencieochangco4477 Owkaayy all the best in your career hehehe 😊

[@fica17boy]

@@ReaNinja I just wondered the same question hahaha

[@stanley323arias5]

All your videos are interesting and also helpful thank u keep going

[@ReaNinja]

Happy to know that!! Thank you ❤

[@pearl3830]

Hi. I just watched your tips recently. I just got hired today. ❤️

[@ReaNinja]

Wow congrats Cris ❤

[@pamelamifor8037]

Just watched this during my research for my job interview (mock call assessment). Thank you so much. This helped me a lot.

[@ReaNinja]

Glad it helps ❤️

[@lilyncruz4606]

the customer is nice which is very rare in TELCOs haha....usually customers are already irate since the start of the call hehe

[@apolgarcera6453]

Can I talk to your manager I just want to inform them that you're very helpful...lol it's a kudos call for me Ria💙 Looking forward to your upcoming blog😊

[@ReaNinja]

Haha thank you Apol ❤ Appreciate it 😊

[@cvvlogs456]

Hello Ms.Rea! I am watching your videos and i do believe that it really helps me a lot . But for now im scheduled for my final interview and they profiled me in Battery Network (basic troubleshooting and billing) Wish me luck! 😅 Looking forward for your next videos 😊 Thankyou so much 💙

[@ReaNinja]

Best of luck! :)

[@vaneuwu6354]

Thank u so much rea, right now I'm working on a call center and this material is very helpful for me to improve, Thanks a lot!!!

[@ReaNinja]

Glad to know it helps! ❤ Thank you for watching and good luck with your career. 😊

[@growlsook]

Right now I'm in Comcast training so I don't take calls yet, I feel nervous about start taking calls:(

[@rheggieant3130]

Hi miss rea, can you give a sample mock call about intuit account? Thank youu ☺

[@Ann-tg5xk]

Hii because of your videos, I got 100 on my Mock Call performance in school! And Iam really thankful because of that💖

[@ReaNinja]

So happy for you Fate!! Glad to know my videos helped. ❤❤

[@melshanewl9294]

sana all👏❤️

[@michaellacsina6672]

hi rhea i need your help about instructions in telco account just like sim card

[@neyneyvlog1538]

I miss taking calls 💕 I love watching your videos 😊

[@ReaNinja]

Thank you. You're not taking calls na? 😊

[@neyneyvlog1538]

Yes as of the moment however i am planning to apply again Soon 🙏

[@ferryjaydejucos3209]

I have a Final interview tomorrow for Telco Billing Customer service account. They sent me a copy of sample billing statement. Could you help me? I worked as csr for retail acc but I'm new for a Billing telco

[@redhernandez9612]

Wow! The customer is nice! That's not common in telco accounts haha

[@ReaNinja]

Haha practice lang naman yan 😊

[@annamariehermoso9657]

True hahaha

[@intro_jha11]

lol true

[@Meeb24]

True hahaha

[@chadmcqueenll3074]

english teacher

[@kathrynson850]

I wish all customer's voices are as crystal clear as this one.

[@itsa_yis4me]

Thank you so much Ms. Rea this is very helpful I'm newbie sa Telco account

[@dancamporedondo1664]

sprite accnt sounds like sprint.. thanks for this vid i really need this in my sprint boost accnt.

[@iskorpyoboy]

Dan Camporedondo same acct 😁👌🏻

[@paulosorima783]

Same here! Boost mobile!

[@dancamporedondo1664]

oo nga bro bago palang ako sa accnt hirap na hirap ako

[@taniyabhumbak5936]

Is that texting data to 777 to check data usage ia correct?

[@wenstonsayson3519]

This is the problem of some customer service they offer an adjustment just the get promoter. Adjustment can be process if customer will ask.

[@christinelescano817]

please do a practice mock call for the collection dept😭

[@jexterselda8606]

Love it. 💝💝💝

[@ReaNinja]

Thanks Jay!! 😊

[@teacherwilliam2787]

2000 miles away different from the actual call conversation in the telco account reality ..I wish all customers are nice just like the guy in the conversation really nice person the way he talk to the agent most customers in telco are all rude nice customer are so rare and it's really sad on the part of the agent .but that's the job they have decided to be a part of God bless agents !

[@tiktoktrends9811]

This helped so much

[@riahfights7506]

This is so helpful ❤ I have difficulties in reading bill statements. This is regarding to credit cards. Can you help me explain what does the customer means when he says "How much do I owe in the month of october?" please help.

[@kittykanghaerinie]

He's asking how much pa yung babayaran niya.

[@ReaNinja]

@@kittykanghaerinie Correct.

[@riahfights7506]

@Kiah Desu does she mean the statement balance on October?

[@kittykanghaerinie]

@@riahfights7506 yes dear

[@riahfights7506]

@@kittykanghaerinie Thank you so much. To @ReaNinja too 😊❤

[@bieblesslalaineg.9014]

Wow you do the PROMISE

[@MorganMUHIRWA]

Thank you for the scripted call!! So interesting

[@mcbtzxc154]

I will attend cnx virtual job fair tomorrow for telco account, I don't have any BPO experience yet. Any tips?

[@annafenina8923]

hi rhea ninja could you do a video about asking the right probing questions? thank you!

[@ReaNinja]

Check out my call center skills playlist on the home page 🙂

[@kaymayes1277]

This video is great and the only thing that I'm trying figure it out is about the mobile carrier is it SPRINT OR SPRITE.

[@ReaNinja]

The real one is Sprint, lol. In my video, I intentionally used Sprite :)

[@ajmofficial3657]

to add... it's important to use powerful words like "enjoy" instead of "get"

[@jonahmaefajardo6572]

pls give some tips on how to prepare for telco acc.im a begineer its my first job also. thanku ao much!Godbless u

[@teampowers4363]

I think you did not authenticate the account before pulling it up ?

[@eddelynrosales191]

I'm bit nervous I hope I can pass mock call tomorrow. 🤞🤞

[@missmarggg01]

Thank you Ms. Rea sana po may tips kung paano magsustain ng charges since sa amin hindi pwedeng gumamit ng word na valid charge hope mabigyan niyo po ako ng tips paano isusustain yung valid charge at hindi mag aadjust

[@JJ-vh6zc]

did you even authenticate the account ?

[@virginiaabreu1105]

Im a newbie,im on training right now under at&t mss and i am having a hard time building connection with the customer. In fact, next week is our first graded mock call regarding bill. Can i have a hard copy of this script? Ty

[@iameverywhere2888]

Are u still in the acc?

[@rachelleanneoliveria110]

Have you heard of Citi Sears account? Do you have any idea what's done in the account? Is it inbound or outbound? Thanks! Love your vids!

[@ReaNinja]

I believe it's a financial account. Most likely inbound cust service. 😊

[@buangnimotv9700]

Collection account pls..

[@sheenanavarro6137]

Hello Good Evening mam,What best way to suggest po to a call if his account has an extra charges po which is the late fees and taxes po? I need answers po ASAP 🥰 what suggestion I can give to him or her po?

[@lizquenquenliz5406]

Im on Sprint can you help me to motivate myself.

[@bellepoligrates5604]

I hope u can give more example about telco acct

[@kharsf3578]

How do you respond with this question? "What are the coverage dates of my bill?" thank you for your help

[@julioargueta6536]

The period of time of the content of an item or group of materials, independent of the date of creation of the material. Coverage is often expressed as a date range, for example, 1914-1918 for a book

[@gandaka5773]

I need mock call example for collection.! Help pls....

[@ajpunzalan5585]

Visual audit , tell to customer what to they owe in their account and start asking if they can settle any balance for today. Example : " Hi there Ms/mr cx , we successfully pull up your account and as i can see here that we have a total balance of $100, are we planning to make a payment for today for us to secure our service from any interuption. :) "

[@valeriealangre8910]

Pag na assign ka sa billing account ano ibig sabihin nun? Mas madali ba yan kesa sa ibang account?????

[@seaweedg9507]

777 is a number dear to me 😇 i think it's godly .mas nafifeel q n mga vids ninyo 'te kasi kkainitial intrview ko lng kanina😁 ( i wanna enjoi the journey startng sa interviews) thank you for this mock call. Godbless #whilewaitingforChristFinalComing😇

[@joya6740]

Thank you so much madam napasa ko po final interview ko now and J.o na po ako napakalaking tulong po, 30 minutes before my interview ako nag search luckily eto po lumabas at pinanuod ko. 🥺💜💕

[@ReaNinja]

Happy to know that. Congrats ❤️❤️

[@jonalynhapalla2816]

Thank you for your wonderful videos! I just got a job offer for a collections account and watching your videos really helped me in my assessment. I hope you would make a sample call for collections? Thank you so much!

[@ReaNinja]

Happy for you ❤ congrats

[@grannie2010]

I need help..I can’t get through to company...my bill went $44.21 to $84.82....I hardly use the phone...my cell is my go to....so how did my bill go bananas?i live alone and have an iPad to do my tv and internet. What’s going att?

[@milesemil1800]

Luh, Coach Rea backoffice inquiry oh hehehehe

[@karimnabil1851]

Want more videos like that one please on billing customer service

[@LiuGab-zc8xc]

Hi your doing an awesome work, can you make a mock call video about traveling please?

[@ReaNinja]

Thank you!! You mean for a travel account?

[@LiuGab-zc8xc]

@@ReaNinja ,yes travel account

[@marycrispo3496]

I just passed my final interview last waiting sa mock calls hopefully makapasa

[@prettysaii8435]

Did u passed?

[@alyndahlen]

thanksss

[@davidcenteno6225]

You should do a video where it shows how to understand better the billing address at the moment that agents request that info. Since many of us have difficulties by understanding that detail. I wanna improve this part since i want to improve my AHT. Greetings from nicaragua.👍

[@rovie1400]

Step skills na namin sa TMobile bukas I'm so nervous and I feel like billing is the majority that we will handle.

[@user-gd3zz4zs6g]

Can you give us a sample spiel again different scenario but in tmobile acct

[@markuchiha7737]

thanks TL.

[@ReaNinja]

😂❤

[@ireneabas7215]

Why did you credit the 10 dollars, it's a valid charge right?

[@ReaNinja]

Watch the call discussion. 😊

[@limsteven7349]

Do bpo company provide your own call script? Or you just do it on your own?? Na im just wondering...

[@ReaNinja]

Some scripts are provided. But for the most part, you'll communicate on your own.

[@grasyaimbo9216]

Im a newbie. Is this the same as at&t account? :) im starting csr with tech next month. Thank you!

[@ReaNinja]

Very similar. 😊

[@grasyaimbo9216]

@@ReaNinja hi. Thank you for the answer :) I just wanna ask if there is a difference between at&t account and ats account in call center? Just curious. Ive searched it online but cant find any serious answer. Thank you!

[@leicorbeza1765]

Goodluck, dear! I'm in AT&T ISM as well. Today is our last mock call then nesting. Wooohh.

[@lizquenquenliz5406]

@@ReaNinja Im on Sprint Maam. I have a problem with my Listening Comprehension skills.

[@crazyideas4165]

im a newbie and assigned to telco account at&t. next week

[@kim-leesevilla7028]

Lol proactively credited a valid charge. Sana all walang credit retention score.

[@dodongprinsipe7729]

I was working in bpo before under AT&T account for billing department and this is how exactly the scenario. So toxic!!😭

[@castortroy5500]

Kamusta yung toxicity? I'm on my training for at&t account. Did you struggle?