Notes

Here's a summary of what we've covered today:
DAY 1

- O2 is a telecommunications services provider operating in UK.
- Our customer base is wide ranging, but you will be handling requests and queries specifically from small medium businesses.
The common business types we deal with includes:
-Sole traders - owned, controlled by 1 person
-Partnerships - owned, controlled by 2 or more persons
-Limited companies - owned, controlled by 1 or more shareholders
-Franchisees - businesses who buy rights to use an existing business idea
The products we offer to small businesses are:
- Mobile Phone Services & Data.
Customer Journey has 3 stages:
-New Sales/Acquisition
-In-Life Care
-Ceases
The company purpose is "to make every day better through personal experiences that count". Our three key values are Bold, Open, Trusted.
You will be evaluated using the Supercharged Voice quality framework.
In addition to serving customers who uses our products, you will have opportunities to offer and sell them to our customers through Sales through Service.

DAY 2
Network coverage is the area to which the internet services of a network provider can be accessed and used by its customers.
Network congestion happens when there's too much traffic on a network that can't handle it.
O2 has several self-service tools, making it easy for O2 customers to manage their accounts, check their usage, upgrade their tariff, or report any network issues.
-My O2 Business
-My Network app
-Coverage tracker
-Status checker
Your Companion is your knowledge-based system that holds information relating to all O2 areas.
O2 offers the following devices: phones, sims, tablets, and mobile broadband.
General Data Protection Regulation (GDPR) is a law that guides how we use, process, and store any personal data.
Personal data is any information related to a person such as their name, address, contact and bank details.
It is your responsibility to protect our customers’ data by following the correct security check process with every caller.

DAY 3

Here's a summary of what we've covered today:

- You must complete identification and verification on every call to make sure our customers’ data is protected.
- Security Check process is available in Your Companion.
- Do not discuss any account specific information with the caller if the password field has the word 'FRAUD' on the account.
- DISE is the tool you will use to manage all elements of a customer lifecycle: from managing their profile, to assisting them with their orders and bill.
- Customers are arranged into 4 levels in DISE: Group, Corporate, Account, and Subscription.
- You will deal with Account and Subscription levels in your role.
- ABS is the Administrative Billing System.
- You’ll help customers change their tariff, answer queries about their allowances, or recommend tariffs based on their usage.
- There’s a lot more available to the O2 customer than just phones and tariffs, and these are known as products and services.

DAY 4
Here's a summary of what we've covered today:

- O2 runs a credit check where we look at a customer’s credit history, earning, and spending.
- Customers need to pass a credit check to get any of our pay-monthly products.
- Workflow Events are added in DISE when you need to complete a task on a customer’s account.
- Each Workflow Event has a status to show the progress of the workflow and how it was added.
- Each Workflow Event is categorized into: Resolved, Cancel, Process, Future Process.
- Bars are settings that can be applied to a mobile number, account, or device to stop a feature from working.
- You can see what bars are present on a mobile number by viewing DISE > Subscription Summary > Profile > Bars History
- The most common bar you will deal with is IMEI bar – this is placed on a customer’s phone to prevent another sim card to work in it if the phone was stolen.
- Another common bar you will see on the system is Credit Control bar – this is placed on an account an account automatically by the system when a customer has not made payments and their account has fallen into arrears.