QA Talk

Churn

• process less than 30 days disconnection

Common Cause of Call Out -if there was an OTS raised -status of OTS -Failure to utilize the IC and KH to know appropriate actions needed for each scenario -failure to calculate check disconnection date -failure to follow RTC guidelines and exceptions -failure to get approval from the manager...

DO's

-Always check CJM status

-Look for the AP (losing provider)

-Refer to KH / IC- what is the One Turn Switch Status in CJM

BILLING CODES

AA- change of personal circumstances

=cannot afford/ Redundancy

=Children/ partner moved out

=Extended absence

AB- price

=too expensive

=Competitor better value for money

AC- Product Features

=dislikes features

=lack of features e.g. channel line-up, On-demand services

= to many repeats

AO- Services

= Billing

= Misleading/ Rude agents

= Call-backs not made

AF- Right to cancel (existing customers/ recontract)- no disconnection fee

=standard customer right to cancel - not to be confused with MBG

AJ- Faults

=any faults including performance of services

AS= Never Installed

=disconnection is within 24 hours

will be used when an account has gone live but the

AX -14-day Guarantee (new customers that just have their services installed)- no disconnection fee

=Cancellation of service within 14 days of install (either 7 days or 24 hours)

COMPLIANT

-A statement that a situation is unsatisfactory or unacceptable.

This could be due to things such as:

Billing Issue

Faults

Misinformation

Mistakes on the account

Mis-sold

Customer Service

When to log a complaint

Every instance of dissatisfaction - this should be logged and resolved during that initial call where possible. If you are unable to resolve the dissatisfaction within 24 hours, it will be assigned to a Team manager, and it must be resolved within 48 hours. Further actions are required to reach a resolution because the customer isn't satisfied that the complaint is resolved until the action/outcome is completed first. The customer requests a complaint to be raised or refers to OFCOM, ADR, Deadlock, DSAR, ICO, and others. The dissatisfaction relates to FCA regulated product The dissatisfaction relates to an install/construction compliant or issue.
Expressions of dissatisfaction directly relating to a business wide annual price rise. The dissatisfaction is regarding the difference between new and existing customer pricing. The dissatisfaction is related to bill or package price shock.
CJM = non-customer

click create complaint or agent feedback I will file a complaint for you (1) how would you like to receive the complain? (through e-mail/call/mail) (2) after next and save drop down (category/primary reason) Log; primary reason of the customer > your complaint is about (3) *Input the case detail and required resolution for your customer.

*Continue where you stopped

*Are you happy to close your complaint

/ a) close

X b) 24-48 hours

Money Back Guarantee

New Customer 14-day money back guarantee

• 7 days notice to cancel

Existing customer 14 days right to cancel RTC

• 30 days notice to cancel

Customer under MBG may choose to do either the following:

• Change their minds and disconnect
• they can also switch to any other new customer deal currently available on our website

Cancelling a port order

• removal of landline service
• if the customer wants to move their landline from one place to another

SIMO discounts compliance

• confirm if they have an active o2 sim

Activation Fee

• when we activate or provide a customer with new equipment, you will be required to change an activation fee

Homeworks

• fantastic product that we can sell along side our superfast broadband
• £9.99

CJM - Customer Journey Management

Containment Team

• to support customers in finding resolutions
• to help
• take supervisory call

• In addressing customer complaints, it is important that we all understand the customer ownership process

DSAR - only send if the customer requests for a copy