🔷 CROSS SESSION ▼

INTERTACTION DATE: CONTACT ID: Sale/Non-Sale: ACCOUNT NUMBER: CUSTOMER NAME: Work Order no: CHAT OUTCOME: NON-SALE REASON: ARPU: PACKAGE: CROSS SESSION:

SEARCH DETAILS:
🔶Interaction Date:  
🔶Contact ID:  

NEED TO UPDATE:
🔷Sale/Non-Sale: 
🔷Account number:  
🔷Customer Name:  
🔷Work Order no:  
🔷Chat Outcome:  
🔷Non-Sale Reason: 
🔷ARPU:  
🔷Post RGU / Contract type:  
🔷Cross-session / SMS-OB Call Sales:

🎓 STUDENT DISCO ▼

Chat date: ACCOUNT NUMBER: CID: CHAT REASON: 12 months contract: Student email:

STUDENT DISCO
Chat date: 
ACCOUNT NUMBER: 
CID: 
CHAT REASON: 
12 months contract: Y
Student email: Y

✈️ OB MESSENGER TOOLKIT ▼

CHAT DATE: ACCOUNT #: CUSTOMER NAME: CID: CHAT OUTCOME: DISCOUNT USED:

OB MESSENGER TOOLKIT

CHAT DATE: 
ACCOUNT #: 
CUSTOMER NAME: 
CID: 
CHAT OUTCOME: 
DISCOUNT USED:

🏠 OUT OF FRANCHISE ▼

ORIGINAL PRICE (£): ORIGINAL END DATE: APPLY RK AMOUNT (£): FOR HOW MANY MONTHS: ONE-TIME CREDIT AMOUNT (£):

OUT OF FRANCHISE
 
ORIGINAL PACKAGE PRICE: £
ORIGINAL CONTRACT END DATE: 
 
Need to apply £XX RK for XX months to match the price from the old address until contract end date as this is an out of franchise move (DI-IN). 
 
Need also to apply a one-time credit of £XX as customer is being billed a month in advance at the new address with the incorrect price of the package.

🏠 IN FRANCHISE ▼

ORIGINAL PRICE (£): ORIGINAL END DATE: APPLY RK AMOUNT (£): FOR HOW MANY MONTHS: ONE-TIME CREDIT AMOUNT (£):

IN FRANCHISE
 
ORIGINAL PACKAGE PRICE: £
ORIGINAL CONTRACT END DATE: 
 
Need to apply £XX RK for XX months to match the price from the old address until contract end date as this is an in franchise move (TR)
 
Need also to apply a one-time credit of £XX as customer is being billed a month in advance at the new address with the incorrect price of the package.

🌐 XGS-PON MOVE ▼

ORIGINAL PRICE (£): ORIGINAL END DATE: APPLY RK AMOUNT (£): FOR HOW MANY MONTHS: ONE-TIME CREDIT AMOUNT (£):

XGS-PON MOVE
 
ORIGINAL PACKAGE PRICE: £
ORIGINAL CONTRACT END DATE: 

Need to apply £XX RK for XX months to match the price from the old address until contract end date as this is an XGS-PON moved.
 
Need also to apply a one-time credit of £XX as customer is being billed a month in advance at the new address with the incorrect price of the package.

✈️ GOING-AWAY CALL PART 2 ▼

Chat date:

(CUSTOMER WANTS TO MOVE)

Moving CX account #: Moving customer name: Moving CX PN #: BEST TIME TO CALL:

(MOVE DETAILS)

Installation Type: Preferred installation date: Earliest available installation date on the system:

GOING-AWAY CALL

Chat date: 

(CUSTOMER WANTS TO MOVE)
Moving CX account #: 
Moving customer name: 
Moving CX PN #: 

BEST TIME TO CALL: 

(MOVE DETAILS)
Installation Type: 
Preferred installation date: 
Earliest available installation date on the system:

✈️ GOING-AWAY CALL ▼

Chat date:

(NEW ADDRESS NEEDS TO BE DISCONNECTED)

Active account #: Active customer name: Active CX PN #:

(CUSTOMER WANTS TO MOVE)

Moving CX account #: Moving customer name: Moving CX PN #: BEST TIME TO CALL:

(MOVE DETAILS)

Installation Type: Preferred installation date: Earliest available installation date on the system:

GOING-AWAY CALL

Chat date: 

(NEW ADDRESS NEEDS TO BE DISCONNECTED)
Active account #: 
Active customer name: 
Active CX PN #: 

(CUSTOMER WANTS TO MOVE)
Moving CX account #: 
Moving customer name: 
Moving CX PN #: 

BEST TIME TO CALL: 

(MOVE DETAILS)
Installation Type: 
Preferred installation date: 
Earliest available installation date on the system:

📝 WAYLEAVE ▼

Chat Date:

Approval Details

New Address Account #: Owner Name: Owner PN #:

Moving Details

Moving CX Account #: Moving Customer Name: Moving CX PN #:

WAYLEAVE 

Chat Date: 

(NEW ADDRESS NEEDS TO BE APPROVED)
New Address Account #: 
Owner Name: 
Owner PN #: 

(CUSTOMER WANTS TO MOVE)
Moving CX Account #: 
Moving Customer Name: 
Moving CX PN #:

TEAM TRACKER

RK TEMPLATE

PROCESS DRIVEN TO COACH