MOVERS (CORE KNOWLEDGE) · Offline Notepad

MOVERS

MOVERS KPI BSC = MOVE/MOVE+DISCO Move is the successful transfer of services from the current address to the new one/ move(natural disconnection due to moving address where services is being transferred) = Disconnection( customer do not want to move services PIC- 10% Allowance for cancellation of the installation of the services to the new address (normally occur due to change of mind or no longer want to move address.) PROMOTER

PURE MOVE- refers to the moving of services from the current address to the new one with an existing disconnection in the account.

Movers is consist of 2 areas. Disconnection and Installation. Disconnection is often driven due to NSA, Moving Abroad, Students moving back to their hometown, Homeless or their is already an active service in the address.

The POSTCODE CHECKER have different areas as well. -First it the POSTCODE searcher where you can input the postcode of the new address -Afterwards, you can see the address under the post code. select the correct Door number of the given new address..

You can also see if the address is serviceable or not. -Postcode checker also shows you if the address already have an active services
it also have the discover launcher for movers.
Premise ID or what we called the account number. Just like in SWC, This will determine how many accounts have already been installed on the address.
Site ID or the region where the address belongs -PIA shows you the installation type. If it requires a single visit. -PIA UG (Underground) -PIA If under PIA shows you NO, this means that the address do not require Single Visit.

THE DIFFERENCE BETWEEN RETS DISCOVER TO MOVERS DISCOVER -discounts -,Movers have Like for like -Movers do not have OTS

Note: Agent should not use the discount for waiving the movers fee in Discover, as this reflects on the Pre-documentation as a Discount and may confuse the customer in actual price of the package. But agents can waive the MOVERS FEE manually on ICOMS.

Also, agents are not allows to cancel the move under CM code, this is consider as system manipulation. This kind of scenario needs to be handle by PIC team.

Tools needed for movers. ICARE POSTCODECHECKER DISCOVER MOVERS DUAL ICOMS KNOWLEDGE HUB

THERE ARE 2 KINDS OF DISCONNECTION. -UNCONTROLABLE (uncontrollable disconnection are the disconnections without any chance of getting a sale/move) -CONTROLABLE. (controllable scenarios are where you still have a chance too offer a customer something for it to become a successful transfer.)

DISCO CODES NON-CONTROLLABLE

AE- New Build (if customer is moving to a new built address) CY- Faults (If the customer equipment is having an issue) MM- Non serve (services is not available in the area) AT- Non-Residential (Moving to Care home, Homeless, going to prison, living in boat, yacht, or living on RV ) CJ- Wayleave (Auto Disconnection as it takes at least 20 to a month before we get a consent from the landlord or neighbor. ) CL- Abroad CT- Active VM customer (if customer is moving to an address with active Virgin Media services) CS- Temporary Address (no fix address) ST- Student AI- Domestic abuse.

CONTROLLABLE

CX- Poor Experience (customer had already contact to previous agent and had a bad experience) AI- Cannot Afford (price and offers) CZ- Competitor Deal (if customer choose to cancel as cx will be moving to a new provider in a new address) CD- No Address (customer do not want to provide address which we can still control via OHT script. ) CF- Non VM Customer ()if customer is moving in to an address which already have a services however, this is not VirginMedia services CW- Poor product (this is a package base disconnection. ex: cx is looking for landline but the address is XGS.) CM- Cable Move (Successful mover transfer) MX & CO – Change of Ownership (cx is moving but someone will take over the account and will change account holder.)

NOTE: if customer is moving from Docsis to XGS and with landline. customer needs to have a new package and not eligible for LIKE-FOR-LIKE EDF will only be waivable under the following disconnection reason (AE- new Building, MM-non-serviceable, CM-Cable to cable move, DOCSIS TO XGS with the presence of landline)

Additional knowledge: The waiving of EDF can never be manually process by any agent or coach, AE and MM is done by the Back Offer. CM is a system generated waive of EDF, Moving from DOCSIS to XGS is done manually by an agent but with coach approval. Same goes with Domestic abuse. The EDF need to be waived manually by the agent (06 reason code) then notes by the coach, The coach needs to waive the equipment charges.

CHECKING SCHEDULE NEW ADDRESS T O-QuickStart C-1man 1-2man <-back to current address

new address

2 TYPES OF MOVING TRANSFER(like-forlike) IN FRANCHISE- In franchise is moving to the same Site ID(Region). If the process of moving services is through Like-for-Like. This thus not required to file for am RK Form OUT FRANCHISE- Out franchise is moving on to an address with a different SITE ID number. This types oi move requires RK to be raise through RK Form as discount codes is removed in this process.

5 TYPES OF MOVING INSTALLATION PROCESS QUICKSTART 1 MAN 2 MAN SINGLE VISIT SINGLE VISIT UNDERGROUND

NOTE:QUICKSTART can be move to 1 man installation under 3 condition -Customer Request -new address is more than 10 years(can be seen on HM screen)

2 KINDS OF MOVING PROCESS LIKE-FOR-LIKE- Customer will carry on the (contract, package, equipment and price) from the current address to the new address NEW CONTRACT.- this is when the customer accepted the offer you made within the conversation of the transfer process. This is anew contract with a new package and price but with the same equipment unless the equipment can no longer accommodate the new speed.

OTC MOVERS FEE L4L - MVRFEED - £20 (like-for-like) - MVRFE2D - £35 (new contract)

    IF QUICKSTART

QSMOVD - BB or BB+LL QSMOVDC - ANY PACKAGE WITH TV X21CVQS - LL

XGS-DOCSIS HUB5MIO DOCSIS -XGS HB5XMIO