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****RECONTRACT (reduce cost) -Opening Spiel -Acknowledgement -Customer Verification -DPA (3 random / security question) -Offer password reset if security passed -Update Contact Details -Ask O2 -Hold -Offer -OHT Rebuttal -IF CUSTOMER SAYS YES Setting expectation before order processing
- SEND MANDATORIES
-EECC 1
-EECC 2
-Confirmation
-Order flow is complete - SUMMARY 24 HRS / QS -(IF NEEDED) Addition Script if With Service Upgrade/Downgrade -(IF NEEDED) Equipment Return
- Summary & Next Bill -MARKETING -Aklamio Script -Aklamio Acknowledgement if customer agreed to share email -Self-Care Options -Extend Help -Closing
DISCONNECTION (OTS ACCEPTED)** -Opening Spiel -Acknowledgement -Customer Verification -DPA (3 random / security question) -Offer password reset if security passed -Update Contact Details -Ask 3 options -If customer choose 1 joining another provider proceed with step 1 -If customer choose 1 proceed with step 1 -If customer choose 1 proceed with Script 1 -IF CUSTOMER AGREES/CONFIRMS/SAID YES proceed with Script 2
- If customer says yes use hold script for Check offers -Offer package with Volt
- If customer declines proceed with OTS recap extra charges -(if cx has O2 user)Additional script for Volt Bundles Disconnection -(if cx has VM EMAIL) Additional script if customer has Virgin media, Blueyonder or NTLworld email
- Following by equipment return -(if cx is not opted IN) send Marketing -Self-Care Options -Extend Help -Closing *DISCONNECTION (OTS OFFER DECLINED) -Opening Spiel -Acknowledgement -Customer Verification -DPA (3 random / security question) -Offer password reset if security passed -Update Contact Details -Ask 3 options -If customer choose 1 proceed with step 1 -If customer choose 2 proceed with NOTICE PERIOD -Offer package with Volt -send summary with payment and credit or with 2 payments different due dates -send heads up for ots -(if cx has O2 user)Additional script for Volt Bundles Disconnection -(if cx has VM EMAIL) Additional script if customer has Virgin media, Blueyonder or NTLworld email
- Following by equipment return -(if cx is not opted IN) send Marketing -Self-Care Options -Extend Help -Closing