C&C AND COMPLIANCE GUIDELINES. Everything you need to know about the new C&C and Compliance audits

Transcription

1 C&C AND COMPLIANCE GUIDELINES Everything you need to know about the new C&C and Compliance audits

2 Table of Contents - Overview Audit Timeline 4 - Compliance Questions Comparable Questions Android 9 - Windows iphone and ipad Basic, Messaging and GoPhone DirecTV/AATV Digital Life SPT1 Wall Team Colors Training

3 Overview 3

4 Audit Timeline (July December) Audits will begin for 2016 Cycle 2 on July 1st 4

5 Compliance Questions - Confirms that a cross-cut shredder is operational and in use or NAID (National Association for Information Destruction) - approved shredding service is utilized. - Confirms that no customer information is visible in trash cans, printers, counters, and back desk areas. - Inspect at least 3 randomly selected returned wireless devices that are ready to be returned/disposed to ensure that the devices, the SIM cards, and the SD memory cards have been wiped of all customer information. - Confirm that all employees (AR sales associates and sales managers) have unique ID login (including those in a floater role across multiple locations) by checking the ID in WebPhone. Confirm that no print outs display IDs and passwords - Ask the AR sales manager if any AR sales associates are no longer employed by the AR. Confirm that any terminated (voluntary or involuntary) associates have been removed by checking in WebPhone for that person. If a recent termination, confirm the AR sales manager submitted the request for associate to be removed from CinglePoint. - Check at least 1 point of sale terminal, ensuring anti-virus software had its last security update within the past 7 days. - Confirm that all computer terminals do not have a USB device or cable connected and the store does not connect any customer equipment to any POS terminals, including to back up or transfer data for customer devices. - By observing, confirm that the AR employees authenticate customers with a valid form of government-issued picture ID and password (if password is required). - Confirms via conversation with AR employee that customers are denied account access unless authenticated as an account holder or authorized user, and that no information is given to unauthenticated persons about the customer's plan, usage, account balance. Furthermore, no call detail is provided to non-account holders. - By observing, location is reciting the CPNI consent verbiage in OPUS, when required, to customers prior to using wireless account information for non-communication products such as MPP, handset insurance, roadside assistance, and more. 5

6 Compliance Questions Continued - By observing, AR employee is reading script to customer every time a contact number is collected when establishing new account or requesting an installation contact number. - When selling landline and internet products, AR associates verbally read the disclosures during the OPUS flow. - Confirm the store is not telemarketing to consumer prospects. - Confirms via conversation, the store is aware of the Accessibility Resources in MyCSP 6

7 Comparable Questions 1. Windows Smartphone live on display? Is it connected to Internet (att.com)? Only ONE is required. 2. THREE Android Smartphones live on display? Is it connected to Internet (att.com)? 3. iphone 6S live on display? Is it connected to Internet (att.com)? - iphone Wall - Is the price tag displayed and is the POP displayed the At&t provided POP? 4. iphone 6S+ live on display? Is it connected to Internet (att.com)? - iphone Wall - Is the price tag displayed and is the POP displayed the At&t provided POP? 5. iphone SE live on display? Is it connected to Internet (att.com)? - Smartphone Wall - Is the price tag displayed and is the POP displayed the AT&T provided POP? 6. iphone 6 & 6-Plus live on display? Is it connected to Internet (att.com)? - Smartphone Wall - Is the price tag displayed and is the POP displayed the AT&T provided POP? 7. Apple ipad Mini 4 live on display? Is it connected to Internet (att.com)? - Is the price tag displayed and is the POP displayed the AT&T provided POP? 8. Apple ipad Pro 9.7 live on display? Is it connected to Internet (att.com)? - Is the price tag displayed and is the POP displayed the AT&T provided POP? 9. Apple ipad Pro The ipad Pro 12.9 display will be considered compliant if it is available via concierge (Must be charged at all times, connected to the internet, and ready to display to auditor. - Is the price tag displayed and is the POP displayed the AT&T provided POP? (Price tag still required for concierge) 10. Does this location feature approved Apple Displays for all iphones? (price card & phone location compliance) 11. Does this location feature approved Apple Displays for all ipads? (price card & phone location compliance) 7

8 Comparable Questions Continued 12. Does the location have at least three live Go Phone devices as prescribed in ipog on the Value Wall? - Required GoPhones (iphone 5S, ZTE Maven, Galaxy Express 3) 13. Is the SPT1 wall compliant? Are all of the required devices present with price cards? Are all additional merchandising items present (if applicable)? Please make sure there are no unapproved items on the SPT1 wall. 14. Does this location feature an approved Digital Life display as prescribed in ipog? (Locations not prescribed for Digital Life display in ipog (MUST have the Digital Life Virtual Home App installed on a tablet to demonstrate to auditor). 15. Does this location feature an approved Value Wall display as prescribed in ipog? 16. Does this location feature an approved DirecTV Experience Display with Correct Content? (Must have live DirecTV or AT&T Reach Loop). 17. Team Colors - Are all sellers and managers wearing AT&T authorized Name Tags and AT&T Logo shirts at this location? Please reach out to Othniel King at oking@primecomms.com or if you need clarification or help with any of the Comparable and Compliance questions. 8

9 Android Guidelines Approved Devices: Comparable Requirements: 1. Android Devices must be displayed on a smartphone wall, HERO Wall(if prescribed on HERO Wall), or Community Table. 2. All android devices must be connected to the internet at all times and able to demonstrate att.com or the app store. 3. The approved Android devices on this list must not be displayed on the Value Wall. That is reserved only for Basic, Messaging, and GoPhones. If you are missing any demo devices from this list please go on the Portal and submit a demo replacement request ( If you have any questions or concerns about your demo request, reach out to Zeeshan Virani at zvirani@primecomms.com or

10 Windows Phone Guidelines Approved Devices: Comparable Requirements: 1. Windows Devices must be displayed on a smartphone wall or where compliant with ipog. 2. All Windows devices must be connected to the internet at all times and able to demonstrate att.com or the app store. 3. The approved Windows devices on this list must not be displayed on the Value Wall. That is reserved only for Basic, Messaging, and GoPhones. If you are missing any demo devices from this list please go on the Portal and submit a demo replacement request ( om/node/207). If you have any questions or concerns about your demo request, reach out to Zeeshan Virani at zvirani@primecomms.com or

11 iphone and ipad Guidelines Approved Devices: Comparable Requirements: 1. iphone 6s and 6s+ must be displayed on the iphone Display. 2. iphone 6, 6+, and SE must be displayed together and on a smartphone wall (close to the iphone Display if possible). 3. ipad Mini 4 and ipad Pro 9.7 must be displayed on the ipad Wall as described in ipog. 4. ipad Pro 12.9 is approved via concierge (ipad Pro 12.9 must be charged, connected to the internet, and available to demonstrate at all times). 5. All Apple devices must be charged, connected to the internet, and ready to demonstrate at all times. 6. All price cards must be current. (ipad Pro 12.9 price card must be present on the ipad Display even when in concierge) If you are missing any demo devices from this list please go on the Portal and submit a demo replacement request ( If you have any questions or concerns about your demo request, reach out to Zeeshan Virani at zvirani@primecomms.com or

12 Value Wall (Formerly BMG Wall) Approved GoPhones Comparable Requirements 1. All GoPhones must be charged, connected to the internet, and able to demonstrate att.com or the app store. 2. All GoPhones must have appropriate Price Cards as prescribed in your stores ipog. If you are missing any demo devices from this list please go on the Portal and submit a demo replacement request ( om/node/207). If you have any questions or concerns about your demo request, reach out to Zeeshan Virani at zvirani@primecomms.com or

13 DirecTV/AATV Display Guidelines Examples of DirecTV experience displays (yours may be different, please check ipog for compliance). Comparable Requirements: 1. Display must be running live DirecTV or the AT&T Reach Loop. 2. Display must feature approved Samsung Devices as prescribed in your stores ipog (generally a Galaxy S7 and Galaxy Tab 4) If you are missing the Samsung Tab or the Galaxy S6 from this display please contact Zeeshan Virani at zvirani@primecomms.com or If you do not have the correct loop or have technical difficulties with your display, please contact the RSS Helpdesk at Any general questions in regards to your display can be addressed by Othniel King at oking@primecomms.com or

14 Digital Life Display Guidelines Digital Life Display Requirements Please note that if you have a Digital Life Display in your location it may look different from the below images. It is important that you check your store s ipog to make sure you are compliant. Note: All locations are required to have the Digital Life (Virtual Home) App installed on a tablet and ready to demonstrate to an auditor. Whether you have a Digital Life wall or not. If you have any questions about your Digital Life Display or how to access ipog, please reach out to Othniel King at oking@primecomms.com or

15 SPT1 Wall (Formerly Hero Wall) Example SPT1 Walls (please note that yours may be different, consult your stores ipog for exact specifications and device lineup). If ipog does not show specific devices, please have devices match the graphic) The SPT1 Wall must be arranged as prescribed in your stores ipog. As long as you have the required 3 androids, it is acceptable that the devices on the SPT1 Wall are dummy units. If you are missing dummy units please request more under the Report an Issue tab on your store s ipog. If you have any general questions about the SPT1 wall please reach out to Othniel King at oking@primecomms.com or

16 Team Colors Guidelines Examples of Men s Apparel Examples of Women s Apparel Example of Name Badge Online shop can be found at Lands End Contact Information 1. Toll Free Number:

17 Training Guidelines There are three components of training that will be checked. The data for all training will bill pulled at the date the audits begin. (example: July 1 st all training results will already be loaded into the audit) 1. Compliance Training 2. Learning Plan (SPOT Assessment, Connect the SPOTS) 3. Monthly Initiative Training(MIT) If you have any questions about your training requirements please contact Alyssa Young at ayoung@primecomms.com or Note: Please verify with your RAE that any termed employees have been removed from the training reports. 17