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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.
DAY 5
Wrap Up
Here's a summary of what we've covered today:
- Apart from products and services, O2offers apps that can help our customers and their business work better, smarter, and more efficiently.
> Customers have an option to subscribe to Microsoft 365 and McAfee Multi Access.
> My O2 Business allows customers to access their accounts, view their bills, and carry out account maintenance in an easier and simpler way.
> Priority app is O2's way of treating our customers to exclusive rewards, perks, and experiences.
- A high proportion of your calls will involve billing enquiries such as invoices, itemized calls, account balance, payments, and unbilled amounts.
> Getting good at explaining bills and helping customers understand them is an essential part of your role.
- Customers can choose between two payment terms: 14-day and 30-day.
> Connect date is when the services are activated or started working.
> Approximately 3 days after, we generate the customer’s bill.
> The customer's first bill will cover one full billing cycle plus any extra charges incurred from the connect date to bill production date.
- Some of the charges our customers may see in their invoice include call & text charges, international billing, data billing, and more.
- If a customer opted for paper billing, they would receive it in 3-5 working days via Royal Mail.
> There’s a fee of 2.50 for itemized bill (excluding VAT) and 2.00 for summary bill (excluding VAT).
> For Accessibility & Vulnerability, audio, Braille, and large paper bills are available free of charge.
- Some of our business customers are Partner Managed Accounts or have Account Managers.
- You will know if an account is partner managed or if a customer has an account manager using DISE.
DAY 6
Wrap Up
Here's a summary of what we've covered today:
- You will find any kind of billing or financial related information under the Transactions section in DISE.
- Invoice is one of the transaction types and it displays all the charges on a customer’s account.
- Call charges display the list of all calls, text, pictures, and data usage that the customer has performed within the billing month.
- Unbilled charges are all charges that the customer has incurred from their last bill.
- You can view a customer’s remaining allowances in Allocations.
- We can process a request for copy bill, but our preferred method of giving customers their copy invoice is through My O2 Business.
- Customers can choose to apply a spend cap on their monthly tariff to help control their spend on out-of-bundle charges.
- You can add, amend, or help a customer opt out of spend cap using DISE.
- MACS is a system that allows you to see a customer's data allowances and send text messages.
- You will find the customer's international call and text details in DISE.
>International calls include any call or texts to any country from the UK.
>Roaming is when the customer uses their UK device abroad.
- Customers can opt in to the Rest of the World Pass for 24-hour or 30-day worry free roaming in multiple destinations outside Europe.
DAY 7
Here's a summary of what we've covered today:
- Here are the different payment methods available to our customers:
> Cheque
> Debit/Credit card
> Automated payment service
> Paying at the Bank
> BACS/Bank transfer
> Direct Debit
- Customers can set up a direct debit on their account over the phone with us or we can send them a bank mandate.
- You may process one-off payments over the phone using DISE.
> We can take a payment from a caller who didn't pass the identification & verification if they tell us how much they want to pay, and we don't discuss any other account information.
- Your role also includes setting up, amending, and cancelling direct debit or continuous credit card as payment methods.
- You will also assist customers who wants to change their payment terms.
- When a customer does not pay their bill, it triggers a treatment plan to start on their account.
> Treatment plans may differ slightly in terms of the day the actions are taken on the account.
- When a customer’s payment is not on the account, you will add an invoice query and submit a Payment to Trace form.
Day 8
Wrap Up
Here's a summary of what we've covered today:
- My O2 Business is a new self-service tool that enhances the service offering for Enterprise and SMB > > Mobile and Fixed customers by:
> Giving them online visibility of their accounts
Removing some of the reliance upon customer service
- The Key Features of My O2Business are as follows:
> View usage since last bill and remaining allowance info
> View, download, print and email billing data and reports
> Carry out sim swaps and add up to six different bars
> Retrieve PUK codes, view contract dates and send text messages
> Set up automatic invoice delivery by email (e-Bill)
> New on-device experiences including viewing, downloading and saving the last 12 invoices (summary, detailed and itemized)
- My O2 Business is made up by two major systems: My Account and Bill Analyser.
- There are two types of My O2 Business users which are:
> Administrator - has the right to give access to other users to My Account or the Bill Analyser.
> End User - has limited access (set by the administrator) and will only be allowed to look at certain information and carry out certain tasks
- My O2 Business Admin is used when customers have trouble logging into My O2 Business. This way, they can call in to report an issue.
- 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.
DAY 5
Wrap Up
Here's a summary of what we've covered today:
- Apart from products and services, O2offers apps that can help our customers and their business work better, smarter, and more efficiently.
> Customers have an option to subscribe to Microsoft 365 and McAfee Multi Access.
> My O2 Business allows customers to access their accounts, view their bills, and carry out account maintenance in an easier and simpler way.
> Priority app is O2's way of treating our customers to exclusive rewards, perks, and experiences.
- A high proportion of your calls will involve billing enquiries such as invoices, itemized calls, account balance, payments, and unbilled amounts.
> Getting good at explaining bills and helping customers understand them is an essential part of your role.
- Customers can choose between two payment terms: 14-day and 30-day.
> Connect date is when the services are activated or started working.
> Approximately 3 days after, we generate the customer’s bill.
> The customer's first bill will cover one full billing cycle plus any extra charges incurred from the connect date to bill production date.
- Some of the charges our customers may see in their invoice include call & text charges, international billing, data billing, and more.
- If a customer opted for paper billing, they would receive it in 3-5 working days via Royal Mail.
> There’s a fee of 2.50 for itemized bill (excluding VAT) and 2.00 for summary bill (excluding VAT).
> For Accessibility & Vulnerability, audio, Braille, and large paper bills are available free of charge.
- Some of our business customers are Partner Managed Accounts or have Account Managers.
- You will know if an account is partner managed or if a customer has an account manager using DISE.
DAY 6
Wrap Up
Here's a summary of what we've covered today:
- You will find any kind of billing or financial related information under the Transactions section in DISE.
- Invoice is one of the transaction types and it displays all the charges on a customer’s account.
- Call charges display the list of all calls, text, pictures, and data usage that the customer has performed within the billing month.
- Unbilled charges are all charges that the customer has incurred from their last bill.
- You can view a customer’s remaining allowances in Allocations.
- We can process a request for copy bill, but our preferred method of giving customers their copy invoice is through My O2 Business.
- Customers can choose to apply a spend cap on their monthly tariff to help control their spend on out-of-bundle charges.
- You can add, amend, or help a customer opt out of spend cap using DISE.
- MACS is a system that allows you to see a customer's data allowances and send text messages.
- You will find the customer's international call and text details in DISE.
>International calls include any call or texts to any country from the UK.
>Roaming is when the customer uses their UK device abroad.
- Customers can opt in to the Rest of the World Pass for 24-hour or 30-day worry free roaming in multiple destinations outside Europe.
DAY 7
Here's a summary of what we've covered today:
- Here are the different payment methods available to our customers:
> Cheque
> Debit/Credit card
> Automated payment service
> Paying at the Bank
> BACS/Bank transfer
> Direct Debit
- Customers can set up a direct debit on their account over the phone with us or we can send them a bank mandate.
- You may process one-off payments over the phone using DISE.
> We can take a payment from a caller who didn't pass the identification & verification if they tell us how much they want to pay, and we don't discuss any other account information.
- Your role also includes setting up, amending, and cancelling direct debit or continuous credit card as payment methods.
- You will also assist customers who wants to change their payment terms.
- When a customer does not pay their bill, it triggers a treatment plan to start on their account.
> Treatment plans may differ slightly in terms of the day the actions are taken on the account.
- When a customer’s payment is not on the account, you will add an invoice query and submit a Payment to Trace form.
Day 8
Wrap Up
Here's a summary of what we've covered today:
- My O2 Business is a new self-service tool that enhances the service offering for Enterprise and SMB > > Mobile and Fixed customers by:
> Giving them online visibility of their accounts
Removing some of the reliance upon customer service
- The Key Features of My O2Business are as follows:
> View usage since last bill and remaining allowance info
> View, download, print and email billing data and reports
> Carry out sim swaps and add up to six different bars
> Retrieve PUK codes, view contract dates and send text messages
> Set up automatic invoice delivery by email (e-Bill)
> New on-device experiences including viewing, downloading and saving the last 12 invoices (summary, detailed and itemized)
- My O2 Business is made up by two major systems: My Account and Bill Analyser.
- There are two types of My O2 Business users which are:
> Administrator - has the right to give access to other users to My Account or the Bill Analyser.
> End User - has limited access (set by the administrator) and will only be allowed to look at certain information and carry out certain tasks
- My O2 Business Admin is used when customers have trouble logging into My O2 Business. This way, they can call in to report an issue.
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