Notes

Explain the first bill:

Listen carefully to understand what help the customer needs with their billing. Use the How2 guide to log into CSA My Account to view the customers bill.

The most common queries are related to Part Month Charges. They appear on the bill as customers often join TalkTalk part of the way through a billing period. This means the bill has a part month charge (which covers the time from their account going live to the start of their allocated billing period) and their normal charge for a month in advance.

You can use the customer answers to explain any charges the customer is unsure of. You can also send these to the customer by email if they would find it useful.

Call safe Security:

ways check the customers TRIO notes to see if there is a record if any contact. If there are no notes then it may have been a scam call.
Ask the customer if they took note of the callers number. If they did check the number against the list of TalkTalk numbers we call from.
You can find information on why TalkTalk would contact a customer in the outbound calls from TalkTalk business answer.


Payment holidays if struggling with bills:

We’ll communicate with those customers using Text Messages, email and letters. We let them know about their outstanding balance and that we are here to help via My Account, chat or phone. The aim is to prompt payment using the Collections tools available to us and get them back on track.

This might mean setting up a Payment Plan meaning the customer pays in instalments or a Promise to pay giving the customer the option to pay their bill a little later this time (note: there are eligibility rules around both these options).





TRIO Outages:
Restricted Trio Access - Advise the customer that due to systems maintenance, you will be unable to make any account changes over the telephone.


Care Note Policy: Everyone > Handling contacts > Handling contacts
Care notes allow us to record when a customer has contacted us, helps us to understand what their query was about.

Call transfer Policy: Everyone > Handling contacts > Handling contacts
Important guidelines that should be followed when transferring calls.

Dropped contact policy: Everyone > Handling contacts > Handling contacts
A “dropped contact” is when a customer is cut off during the conversation, meaning the conversation hasn’t come to a clear end. This could mean compliance statements haven’t been completed or the customer hasn’t had their issues resolved.

If you’re talking to a customer and the contact drops it’s very important you follow the process below to make sure the customer gets the help they need.