Notes

OVERVIEW O2:

2nd of February 2002 - 02 founded.
17th of October 2019 - 02 converted to 4G.
June 2021 - Virgin Media and 02 merged together.
March 2023 - transferred cx ended in December of the same year.

02. CORE VALUES
1. Were Brave
2. Were Real
3. Were Together

NPS
FTR
C Sat
AHT

TOP CALL DRIVERS
1. payment sup
2. roaming and international
3. billing explanation and disputes
4. refunds
5. SIM swap and replacements
6. cancellations
7. fraud
8. upgrades
9. billing


TCF - TREATING YOUR CUSTOMERS FAIRLY

TARIFF - may refer to minutes, tax, text, data, other promotional services. Well, it's basically the one stipulated on the customers' existing plans. Tariffs are indeed vital.

WHY CUXTOMERS WANTED TO AMMEND THEIR TARIFFS?
- they might need more text, minutes or data.

CUSTOM PLANS?
It's more of setting up plans depending to what the customer needs. it is empirical to deliver options suitable with the customers wants and or service preferences.

02 REFRESH?
After the device was being paid fully, airtime will be adjusted to a lower cost.

VOLT 2?
supercharged data and broadband speeds. - this is offered as one of the perks and benefits. 125 mbps. - 1gig fiber. It's more likely of an upgrade as to what they have recently purchased.

SUPERCHARGED CONNECTIVITY?🤣🤣🤣💕
Wi-Fi guarantee included, at no extra cost up to 3 Wi-Fi pods if needed, (they can only have one Wi-Fi pods at a time) general turnaround time is about 48hrs or 14 days upon initial purchase.

BOLT ON?
Add Ons on a monthly basis to extend service. (Extra allowances to use service, if you exceed the data allowances, we can have bolt on so we can better enjoy the services)

O2 EMPLOYEE DISCOUNTS
STUDENT DISCOUNTS - (they need to log in to unidays)
MULTISAVE - (also known as family plan)


Plus plan we can choose upon purchasing a new phone. - e.g. cx had a plan a month and decided to change the phone towards the new iPhone, they are still entirely eligible to have the plan modified.


O2 SWITCH-UP?
CX can swap a new phone every 90 days as long as it meets the required criteria. It is free of cost with an eligibility to have the service upgraded. Service needs to be upgraded. Having met the requirements with no other anomalities, surely, they are eligible to have an 02 switch up.

O2 RECYCLE
Max of 80% fully recyclable phone, no need to dump, we can have it recycled.

O2 EXTRAS
O2 Partners, some firms that were associated with who can provide extras.

O2 TRAVEL INCLUSIVE ZONES - (VOLT OR PAY MOTHLY) - 27 international destinations.

O2 TRAVEL VOLT ON -

O2 INSURE -

MOBILE BROADBAND - (dongles, pocket hotspots, data sim or tablets)

AIRTIME REWARDS -

SPEND CAPS - Threshold, an allowance given to customers after the airtime validity runs out already. this is done in order to avoid higher tariffs upon using the services.

O2 WIFI - Exclusive public Wi-Fi feature for 02 customers.

My O2 - (online portal)
FEATURES INCLUDES --- bills, make a payment, add bolt, check data usage, minutes and test, rewards, manage account, access to priority app, get exclusive discounts, personalized support, FAQ's, chat to customer support.

O2 STELLAR -

WHAT ARE THE INSURANCE OPENING HOURS?
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