Notes

TOP CALL DRIVERS

- payment support
- roaming & international
- billing explanation & disputes
- refunds
- sim swap & replacement
- cancellations
- fraud
- upgrades
- billing & payment details
- change personal details
-

VENUES
- 21 venues across 14 cities

ENGLAND RUGBY
-o2 support sports team

PRIORITY
-priority is our way of saying thanks. It's inclusive to Virgin media and o2 cx.

TARIFF
- Price plan.

CUSTOM PLANS
- customizer plans length of 3- 36 months

O2 REFRESH
-lower cx bill when they paid-off phone.

VOLT
- SUPERCHARGED DATA AND BROADBAND SPEED BOOST
-SUPERCHARGED CONNECTIVITY- 3 Wi-Fi pods
-O2 TRAVEL INCLUSIVE ZONE

BOLT ONS
- When you are running low on minutes, texts or data, you can top up with a bolt on, from as little as # pounds a month. There are even Bolt Ons for calling abroad, or if you're going away yourself.

DISCOUNTS
- Employee disc
- Student disc.
- Multisave disc (formerly family plan)


PLUS PLAN
- new phone and get all these perks, worth to 269 pounds

SIM ONLY
- 12 months and 24 months

O2 SWITCH UP
- can switch their phone for a new phone every 90 days.

O2 EXTRAS
- PRIME
- AMAZON MUSIC
_ AUDIBLE
- DISNEY
- MCAFEE
- INTERNATIONAL BOLT ON
- O2 TRAVEL INCLUSIVE ZONE
- CAFEYN

ROAM ON IN THE EU

EU ROAMING
-Everyone gets it
- unlimited mins/texts and 25gb data.

O2 TRAVEL INCLUSIVE ZONE
--Volt cx, selected pay monthly Tariffs, Plus Plan Cx, Available as an o2 extras.
-27 countries outside EU covered.

O2 TRAVEL
-Everyone can add this bolt on
-63 countries outside EU covered.
-6 pounds a day in selected countries.


INTERNATIONAL BOLT ON
-low-cost calls and texts abroad.
- Calling abroad for 3 pounds a month. 1 pen for minute.
- make calls to intl mobile and landlines in over 200 countries for 1 pen per minute.

STANDARD RATES
-for cx with no travel props or,
-for countries not covered in the travel bolt ons.

O2 INSURE
-If device got lost/ stolen they can get O2 insure services for replacement and repairs.
-cover up to 300 pounds.

NEXT DAY EXCHANGE/REPLACEMENT SERVICE

MOBILE BROADBAND
-DATA SIMS FOR TABLETS
-DONGLES
-POCKET HOTSPOTS

APPLE WATCH
-O2 offers APPLE WATCH from series 3 cellular up to the latest model (an esim enabled, wearable device). can only use to iPhone 6s and above.

initial ts- Apple watch cellular troubleshooting guide.
error- APPLE WATCH ERROR CODE LOOKUP
faulty device-hardware and repairs
-coverage checker
provisioning - Query companion esim subscription

TECH AND ACCESSORIES
-Xbox
-air Pods
-meta quest (VR BOX)
-Nintendo switch

AIRTIME REWARDS
- you get money back every time you shop at selected major retailers. partnered with over 150 of the UK's biggest retailers, including Argos, Greggs, New Look, Boots and many more.

SPEND CAPS- How it works.
- Spend limit
-Customers need to be on an eligible tariff, which are those launched from 22 March 2018. Your systems won't allow you to add it to an ineligible tariff and you can see a list of those included on your companion or knowledge base.


O2 WIFI
- fast, easy and reliable. Free Wi-Fi when you're out and about. For everyone.


My O2
-website or the App. 02.co.uk
-same username and password.

+VIEW
+CHANGE
+UPGRADE
+HELP

O2 Stellar
- your central platform for comms, engagement, rewards, recognition, additional knowledge material, fun quizzes from o2 and to our device vendors (with the chance to earn points to spend).


FRESH THINKING
- customer's feedback to the previous interactions and feedback for company.


ACCELERATE
- is our ambitious program to get all mobile cx accounts onto a new platform -360. As well as making sure our systems are future-proofed, 360 brings Tonnes of cx benefits: like improved self-serve options, greater offer and personalization and lots more.

360 CAPABILITIES
-platform helps us deliver a better cx experience, quicker resolution times and a more consistent service.

+ Enhanced Processes
- faster query resolution and lower error rates.

+ Customer Ticketing
- raise a network query, a complaint an expression or dissatisfaction.

+ Workflow Management
- Automated hand-offs from one team to another.

+ Temporary Workarounds
- whilst we enrich our capabilities through several consumer PAYM releases workarounds will be in place so we can continue deliver against consumer.