Spectrum Products And Services - ACN Compass
Spectrum Products andServicesVER 2221.1
MariamWaters
Charter CommunicationsWho We Are: A Fortune 80, leading broadband connectivity company and cable operator.What We Offer: Advanced video, high-speed Internet, and telephone services under the Spectrum Brand.Where We Serve: 41 states providing service to more than 30 million residential and business customers.Our Mission: To provide value to our customers. We do this every day by offering high-qualityentertainment and communication services while continually improving customer carethrough the commitment of our 98,000 employees nationwide.Deliver Exceptional Customer Experience: Focus on delivering the highest value to our customers, always with a sense ofurgency We strive to provide the best products and services and we stand behind everythingwe do Our continued success depends on exceeding the expectations of our customers
General Business ConductYou play a critical role in our ongoing efforts to continue that positive trend. Tothat end, you are expected to embrace Charter’s customer service philosophyby following these tenets: Always take appropriate action to address a customer ’s concerns or needs and transform thecustomer experience Treat the customer with the utmost respect and dignity Always behave professionally Ensure that the customer ’s experience is exceptional before ending an interaction I f the opportunity arises, sell Charter ’s products and services to an existing or potentialcustomer NEV ER misuse or improperly disclose confidential customer information or purposely recordfalse customer information Comply fully with the law and Charter ’s policies to secure new customers, retain existingcustomers, upgrade services, or disconnect servicesREMEMBER: You are a Charter Ambassador
Doing Business the Right WaySome Guidelines to Follow:
Doing Business the Right Way
Spectrum Coverage
SPECTRUM TV PR O D U C T INFO
Why Spectrum TV ?With Spectrum TV , your favorites are on anytime, anywhere. Watch movies, the latest shows, sports andlive TV on multiple devices at the same time. Al l equipment comes H D re ady 200 H D Channels available. Channel l ineups can be found at https://www.spectrum.com/browse/content/new -channel- lineup.html On Demand Choi ces– Access to thousands of movies and show available at any gi ven time, many in HD, many of the m free; se l ections re freshedwe e kly– Watch whe never you want, on Y O UR schedule– Pause, rewind, stop– Premium Channels On De mand - HBO, Showtime, TMC, and Starz customers ge t associated shows On De mand– Opti onal “Subscription on Demand” se rvices i nclude Di sney Family Movies, Howard TV, Too Much for TV, WWE 24/7, Ani me,Karaoke Interactive Program Guide Pay-Per-View Acce ss to Spe ctrum TV App 45 Di gi tal Music Channel s
Sample of Spectrum TV Product ChoicesSpectrum TV Select Core T V Product with 125 channels including local channels, networks, plus favorites ESPN, The Disney Channel, Discovery Channel, CNN, Lifetime , Food Network, MTV, TL C & U S ANetworkSpectrum TV Silver Super Value with 175 channels including Digi Tier 1- 50 additional family based channels 2 premium Networks - H B O and ShowtimeSpectrum TV Gold Best Value with 200 channels including Digi Tier 2 - 25 additional sports related channels 3 additional premium Networks – Starz, Starz Encore and The Movie ChannelSpectrum TV Mi Plan Latino 145 total channels, 8 0 in Spanish including Discovery en Español, ESPN Deportes, Fox Deportes,C N N en Español and History en Español (channels vary by markets) Can be made into a Silver or Gold package and/or add in place of Spectrum T V Select
Spectrum TV A la carte OptionsH D Receiver 7.99 each per monthD V R Service 12.99 per month ( 4.99 per month for 12 months when bundled)Multi- D V R Service 19.99 per month (up to 4 TVs , 9.99 per month for 12 months when bundled)Latino View 8.99 per month8 0 channels; for cus tomers interested in both the language and the culture (not available in all markets )Sports Pack 5.00 per month12 s ports channels including NFL Network, NFL RedZone, Golf Channel and N H L NetworkDigi Tier 1 12.00 per month 50 additional channels including Discovery Life, Cooking Channel, ESPNU, Nat Geo Wild, BBC World News ,DIY Network, Nick Jr., Univers al Kids, NFL Network, CBS Sports NetworkDigi Tier 2 12.00 per month 25 additional channels including NFL Network, Dis covery Family, Destination America, Crime andInves tigationSilver TV package 30.00 (over TV Sel ect) 50 channels of family and entertainment including H BO and ShowtimeGold TV Package 20.00 (over TV Si l ver) 25 channels including Silver channels, Starz, Starz Encore and The Movie ChannelPremiums 15.00 /ea per month ---HBO, Showti me 9.99/ea pe r month ---Starz, Cinemax, TMZ 5.99/ea per month ---Starz Encore,EPIX** Please don’t forget to tellyour customer that Taxesand Fees are not included,Taxes and fees varydepending on their city andstate. They will receive anitemized breakdown uponreceiving their first month’sbill. **
International Tiers OptionsJade World View 24.99 per month (TVB Drama*, TVB News , TVB1 Cantones e, TVB E Cantones e, TVB,News CTI, C C T V 4 )Mandarin View View* 9.99 per month (CTI, CCTV4, Phoenix NA, Phoenix Info News )Taiwanes e View 9.99 per month (ETTV China, ETTV Drama, ETTV Financial News , ETTV Global, ETTVYoyo)Vietnames e View 9.99 per month (SBTN, TVBV)Hindi View Premium 29.99 per month (Zee TV, Sony Entmt ,TV NDTV, 24X7 Willow TV, TV As ia, ABP, NewsITV Gold)Hindi View 14.99 per month (SET As ia, Zee TV, N D T V 24X7 )Punjabi View * 4.99 (JUS, Punjabi, Willow TV)Rus s ian View 9.99 (Channel One Russia, NTV America, RTR, Planeta, Ros s iya24)Rus s ian ViewPremium 14.99 (Channel One Rus s ia NTV America RTR Planeta Ros siya24 RTN RTVi TV1000 KinoCTC, Dom Kino (NY Only) Muzika Pervogo (NY Only) Vremya (NY Only) )Japanes e View 14.99 (TV Japan)Filipino View 19.99 (GMA, Pinoy ,TFC, GMA Life, GMA News Lifestyle, GMA Audio, DZBB, DWLS)Latino View 8.99 per month(80 channels; for cus tomers interested in both the language and theculture*Network availability may vary by location.
Spectrum TV Premium ChoicesWith premium channels like HBO , SHOWTIME and Starz you'll have access to a variety of moviesand original shows. Get ready to be entertained!Spectrum TV Silver includes:H BO*Up to 22 channels, H BO O n Demand andS howtime*Up to 9 channels, Showtime on Demand andSpectrum TV Gold includes HBO, Showtime and :The MovieChannel*Up to 7 channels and TMC O n DemandStarzStarz Encore*Up to 14 channels, Starz on Demand andUp to 15 channels, Starz Encore O n DemandCinemax and EPI X are available a la carte*Number o f channels varies b y market
Why Spectrum TV App?With the Spectrum TV App, access your full TV lineup and up to 50,000 On Demand movies in your homeon your mobile and connected devices, including phone, tablets, Xbox One and Samsung Smart TV. Enjoy 200 live TV channels and up to 50,000 OnDe mand shows and movies on any device.Channel lineups subject to change. Watch your favorite shows on the go, 80 di gitalchannel apps available. Enjoy live TV and On De mand shows on anycomputer, a feature that’s included wi th yourSpe ctrum TV service. Use the video web portal at Spe ctrumTV.com andstart streaming.
Alternative Equipment OptionsSpectrum TV App for Samsung Up to 3 0 0 Live TV channels (lineup varies by area and customer's subscription package) available for in-home acces s Live TV mini guide (s ame s crolling guide us ed by Spectrum TV Apps on tablets and s mart phones), which can befiltered by favorite channels, recently watched channels or genre Landing page (main menu). The app now opens with the las t tuned live TV channel playing in a s caled video window. Enhanced Search Feature to find your favorite programming Acces s to Free and Subs cription Video On Demand (movies , TV s hows , and extras) content Since Spectrum TV for Sams ung has been des igned to work on a television, Spectrum TV App features s uch as RemoteD V R Manager, Set-Top Box remote control and extended Interactive Program Guide (IPG) are unavailable
Bundle PricingSelectTV Select Internet Voice 102.97/monthSilverGold 30/month 50/month
Bundle Pricing BreakdownSelect Total: 12.99 12.99 12.99 102.97 122.97 144.97
Spectrum BundlesSpectrum TV SilverSpectrum TV Select 125 Channels Including Free H D 175 Channels Including Free H D Includes HBO, Showtime, Nick Jr. andmoreSpectrum Internet Speeds s tarting at 100 MbpsSpectrum Voice Unlimited local and long distancecalling in the U.S., to Canada,Puerto Rico, Mexico, and more 10297/mofor 12 moswhen bundled* Watch H B O Go & Showtime AnytimeSpectrum Internet Speeds s tarting at 100 MbpsSpectrum Voice Unlimited local and long dis tancecalling in the U.S., toCanada, PuertoRico, Mexico, and more 13297/mofor 12 moswhen bundled*Spectrum TV Gold 200 Channels Including Free H D All Silver channels plus Starz, TheMovie Channel, and more Watch H B O Go, Showtime Anytime& Starz AppSpectrum Internet Speeds s tarting at 100 MbpsSpectrum Voice Unlimited local and long dis tancecalling in the U.S., toCanada, PuertoRico, Mexico, and more 15297/mofor 12 moswhen bundled* Up to 500 contract buyout Di scounted D VR service TV Sel ect plus Di gi Tier 1 Up to 500 contract buyout TV Si l ver plus Di gi Tier 2 Up to 500 contract buyout 122.97/month Ye ar 2 Di scounted DVR service Di scounted DVR se rvice 152.97/month Ye ar 2 172.97/month Ye ar 2
Spectrum T V Mi Plan Latino Bundle PricingMi PlanLatinoMi PlanLatino 34.99/month 69.98/month 30/monthYear 1Year 1 50/month
Spectrum TV Mi Plan Latino BundlePricing BreakdownMi PlanLatino Total:
Spectrum TV Mi Plan LatinoTotal of 145 Channels Over 8 0 Spanish Language Channels 35 popular English language networks Limited Basic (Public, Educational, andGovernment) Service Replaces Spectrum TV Select Total Channels and line-up will vary slightly by Market Can get International Tiers, a la carte Premiums, DigiTiers, and TV Silver/TV Gold Mi Plan Latino Packages require a Digital Receiver
Spectrum TV Mi Plan LatinoLatino ViewTier(80 canales)Inglés(35 canales)Limited Basic¡Hola! TV¡Sorpresa! TVAntena 3InternacionalAplauso TVAtres SeriesAyM SportsAztecaBabyFirstTV (SAP)BabyTV (SAP)BandamaxbeIN SPORTSbeIN SPORTS EspañolCanal 22MexicoCanal OnceCanal SurCaracol InternacionalCartoon Network(SAP)CentroAmerica TVCine MexicanoCine SonyCinelatinoCNN en EspañolCubaplayDe PelículaDe Película ClásicoDiscovery en EspañolDiscovery FamiliaDisney XD (SAP)Ecuavisa InternacionalEl Rey NetworkESPN DeportesEstrella TVEstudio 5EWTN en EspañolFOROtvFOX DeportesFOX LifeGalavisiónGOL TVHISTORY en EspañolHITNHogar TVInglés Para TodosKids StreetMexicanalMexico 22MultimediosNat Geo MundoNBC UniversoPasionesRCN Nuestra TeleSemillitasSuper CanalSUR PerúTarimaTBN Enlace USATele El SalvadorTeleFórmulaTeleHitTeleHit UrbanoTelemicroTelemundoTeleNTelevisión DominicanaTr3sTUDNTV ChileTVE InternacionalTVV (Venezuela)Ultra CineUltra ClásicoUltra DocuUltra FamiliaUltra FiestaUltra KidzUltra MachoUltra MexUnivisióntlnovelasVideo RolaViendoMoviesWAPA AméricaAMCAnimal PlanetA&EBETBravoBoomerangCartoon NetworkComedy CentralDiscovery ChannelDisney ChannelDisney Jr.E!Food NetworkFreeformFXFXXHallmarkHallmark MoviesHGTVHistoryInvestigation DiscoveryMTVNational GeographicNickelodeonNick JrOxygenParamountSyFyTBSTLCTNTT le customers! Customer must provide proof of ETF from competitorsExisting qualified Double Bundle customers
Contract Buyout Offer
Offer Strategy – Contract BuyoutGoal : Encourage Pros pects and Non‐Video existing customers to s ign up for TV, Internet and Home PhoneStrategy : Eliminate obs tacle of having to pay an early termination fee from a competitor’s contractEligibility New Triple Bundle and Double Bundle ( TV a n d Internet) cus tomers only Exis ting Non‐Video Customers upgrading to TV, Internet and Home Phone Cus tomers are eligible for up to 500 contract buyout reimburs ement per account Early termination fees may be from more than one competitor but not to exceed 500 per accountRedemption Complete online form vis iting s pectrum.net Settings My Account or vis iting links on next slide Cus tomer mus t s ubmit (online, e‐mail or US Mail) required paper work to Charter within 6 0 days of installation Completed redemption form (English or Spanish versions downloadable fro m spectru m.co m/mych eck) Final competitor s tatement(s) that clearly lists the ETF(s )Fulfillment Eligible customers receive paper contract buyout check two to three weeks after all required redemptionmaterials were received by Charter. (Customers required to maintain Charter services through the ch eck issuance process).
Contract Buyout ContinuedRepresentatives may not submit the C B O form on behalf of customersThe customer must be advised of all required redemption materials andthat payment will be sent 2-3 weeks after successful processing of therequestThe customer must be given the applicable link to the C B O Web site: English: https://www.spectrum.com/contract-buyout Spanish: dential/en/pdfs/contract-buyout/Spanish CBO%20Form.pd f
Contract Buyout Qualifying Customer
Customer Follow-Up
Spectrum’s Order Process
Spectrum Order ProcessTo get started, direct customers to your ACN personal website.They will click on Services, and then under Residential Services, click on Bundles.Once on the Bundles page, they should click on the Learn More button under theSpectrum section.
Spectrum Order ProcessCustomers should then click on the Check Availability button toprogress into the order system.
Spectrum Order ProcessCustomers will enter their information and click “Search” to checkservice availability, view packages, and start the order process.*Service through ACN may not b e available in all zip codes, in order to maximize customer experience.
When an Online Order Might not CompleteSome customers’ orders may not complete online, and they will receive an error message. Ifthis happens, please call the number presented with the order with your customer and provideSales ID: 24887 to complete the order. Please note, Spectrum agents may not recognize ACNor your IBO ID Number, however, you will retain credit for the order.Some reasons why an order may not complete online: Past due balance at an address Customer has outstanding balance with Spectrum Abandoned Address (previous tenant’s service is still active) Equipment not turned in from customer’s previous account
Contact Information1.Dial 855-392-9910 or only the numberthe Retail Portal presents on the screen.2.State you are with Spectrum AuthorizedPartner ACN and give the correct SalesID of 24887.3.Explain that you have a customer whowould like to place an order for Spectrumservices.4.Give the zip code of the customer to helpidentify if you’ve reached the correctSales Support number. Example: TWCSales Support reps can only help withorders from a TWC market. If thecustomer is in a Charter market, theyshould be able to reference the CharterSales Support number and get you to thecorrect place. Same with former BrightHouse Network customersSales Support (Charter Territory)(866)820-8722Hours of Operation – 7AM-11PM CS T*Closed Thanksgiving &ChristmasSales Support (Time Warner Territory)(855)392-9910Hours of Operation – 7AM-12AM CS T*Closed Thanksgiving &ChristmasSales Support (Bright House NetworkTerritory)(866)673-6274Hours of Operation – 7AM-10PM CS T*Closed Thanksgiving &ChristmasServiceability(844)610-5092Hours of Operation – 24 Hours
Build Your Business with Spectrum
Why Sell Spectrum Bundles?Convenience and savings for your customers Multiple services at one low price One order, one bill No contractsHigh-value customers One bundle customer Up to 4 Customer Points 2 Services Combined higher commission value
How Do I BuildMy Business with Spectrum? Spectrum TV – 2 PointsSpectrum Internet – 1 PointSpectrum Home Phone – 1 Point2 Year Residual Income
Thank You
Why Spectrum TV App? With the Spectrum TV App, access your full TV lineup and upto50,000 On Demand movies in your home on your mobile and connected devices, including phone, tablets, Xbox One and Samsung Smart TV. Enjoy 200 live TV channelsand upto50,000 On Demand shows
The ACN Companion app and your primary ACN Digital Phone Service device share the same telephone number. If a call is attempted from the ACN Companion app to the primary ACN Digital Phone Service number, the call will route to voicemail. 36. May I transfer a call from the ACN Companion app to my ACN Digital Phone Service device? No.
ACN, ACN IRIS 5000 Videophone, ACN Digital Phone Service are trademarks and/or service marks of ACN Inc. and may be registered. All other trademarks are the property of their respec-tive owners. ACN is continually improving/updating the software of the ACN Video-phone, which may result in screen shots in this manual not exactly match-
CABs are paid based on the position you hold once ACN accepts the new IBO contract. No compensation is earned at ACN unless customers are acquired. Success as an ACN IBO is not guaranteed, but directly influenced by an individual's specific efforts. No one is guaranteed income as an ACN IBO and not all ACN IBOs make a profit. A .
CABs are paid based on the position you hold once ACN accepts the new IBO contract. No compensation is earned at ACN unless customers are acquired. Success as an ACN IBO is not guaranteed, but directly influenced by an individual's specific efforts. No one is guaranteed income as an ACN IBO and not all ACN IBOs make a profit. A .
CABs are paid based on the position you hold once ACN accepts the new IBO contract. No compensation is earned at ACN unless customers are acquired. Success as an ACN IBO is not guaranteed, but directly influenced by an individual's specific efforts. No one is guaranteed income as an ACN IBO and not all ACN IBOs make a profit. A .
CABs are paid based on the position you hold once ACN accepts the new IBO contract. No compensation is earned at ACN unless customers are acquired. Success as an ACN IBO is not guaranteed, but directly influenced by an individual's specific efforts. No one is guaranteed income as an ACN IBO and not all ACN IBOs make a profit. A .
Always Use Your ACN IBO Storefront (Only Exception: During IBO Launch) ACN IBO ID. Transferred. Automatically. Pro Tips: Always Use Your ACN IBO Storefront. Your ACN IBO ID is automatically transferred and pre-populated in the order process. Never have a missing customer.
ACN's phone service is the Home Unlimited World Plan, and the 60.96 one-time fees are waived when the customer transfers their number. Competitive pricing valid as of April, 2015. ACN Offers Higher Speeds at Lower Rates ACN Rogers Cable** Speed* 15 Mbps 30 Mbps 60 Mbps 30 Mbps 60 Mbps
