Notes

Top call drivers
1. payment support
2. roaming and international
3. billing explanation and disputes
4. refunds
5. sim swap and replacement
6. cancellations
7. frauds
8. upgrades
9. billing and payment details
10. change personal details
11. network issues
12. orders and delivery
13. premium/direct to bill
14. credits
15. data bolt-ons
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priority tickets//21 venues across 14 cities
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England rugby - sport that o2 supports
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Priority - you should be VM02 customer
experiences, entertainments
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tariff- is a price plan that a customer chooses that determines what allowance they will get
-minutes, texts, data and other promotional services

Custom plans - customers in control

02 refresh- we automatically lower customers bill when they have paid off their phone. so, they won't pay for a phone they already own.

VOLT
supercharged data and broadband speed
-double data
-broadband speed boost

supercharged connectivity
-Wi-Fi guarantee included at no extra costs and up to 3 Wi-Fi pods if needed

02 travel inclusive zone
-free EU roaming/27 countries

BOLT ONS
-When you are running low on minutes, texts, or data, you can top up with a bolt on.
-extra allowances
-some bolt ons are available as a one-off (often just lasting 1 day)

DISCOUNTS
-employee discounts: get up to 25% off your airtime plan when u buy a new phone or tablet on o2 refresh, directly from us.

-student discounts: save 20% on airtime and more

-multi-save discounts (former family plan): add a new pay monthly connection to your account, and get 20% off the airtime

Plus plan
-With a phone
Sim only
-Just the sim

Switch up
- customer can swap their phone to a new one every 90 days, as long as it mees our grading criteria. each time they use o2 switch up, the 90 days restart and they will only be able to use o2 switch up after this period.

EXTRAS
-freebies, extra applications

o2 travel bolt on
-travelling to some countries that are not covered by eu zone or inclusive zone. perfect way to stay connected when you are on holiday,

international bolt on
-perfect for pay monthly customers, making international calls from the Uk.
-3 pounds per month
-make calls to international mobiles and landlines in over 200 countr
ies, from just 1 pence a minute

eu roaming
-everyone gets it. unlimited mins/text and 25gb data
o2travel inclusive zone
-volt customers, selected pay monthly tariffs, plus plan customers, available as an o2 extra, 27 countries outside EU covered
standard rates
-for customers with no travel props or for customers not included in travel bolt ons
o2 travel
-everyone can add this bolt on
-63 countries outside EU covered
-6 pounds per day in selected countries

o2 insure
- if the device gets damaged, lost or stolen, they can use o2 insure next day exchange or replacement service

mobile broadband
-data sims for tablets
-pay monthly plan for either 24 months, 12 months or 30 days, or top up with pay as you go
-dongles/pocket hotspot
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apple watch error code lookup - look for it in KB

at o2, we also offer monthly payment for techs and accessories
-2nd gen air pods, Xbox, Vr box, Nintendo switch, meta quest

airtime rewards- get money back every time u shop at selected major retailers
- shop and earn - app

spend caps - spend limit. customers need to be on eligible tariff. customers can choose no cap, 0, 5, 10, 15, 20, 30, 60, 100 or 200. they can change, remove or add their spend cap anytime. it will take up to 24 hrs

02 Wi-Fi- free Wi-Fi for everyone
- just connect to one of o2 hotspots
-they need to input their postcodes ro search for nearest wifi

02 Wi-Fi extra -you can get extra, best possible connection by using one of thousand hotspots

my o2- application
customers can access their myo2 portal through website or app
-they will use the same credentials

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

fresh thinking -feedback

Accelerate - is out ambitious programmed to get all mobile customer accounts onto a new platform - 360. as well as making sure our systems are future proofed, 360 brings tons of customer benefits: like improved SS0, greater offer personalization (think easier volt sign ups for o2 customers) greater choice in sales in service (like starting an order in store and completing online) and lots more.

360 capabilities
-helps us deliver a better customer experience, quicker resolution times and a more consistent service

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accelerate 360
-view cust. info
-view and add interactions in the cust. history
-view all billing info
-make changes to the account
raise and manage tickets

knowledge base
-o2 knowledge base
-info on products and services
-used for processes
-used for forms
-access to links, shortcuts, and o2 systems
-the passkey
-view hot update briefs

coverage checker
-specific locations can be selected
-will show u the network coverage
-identifies if there're any planned maintenance
-identifies nearest hotspots
-cust. can also access this on o2 website

anovo
-this is where we check if the customer's order has been returned to us
credentials:
username: mmo2
pw: studio2002

STACK DENTIFIER
-where we can if their number is from o2

helix- where we can raise complaints

my identity
-where we can see the 360, KB, our credentials

OKTA
-where we can see verint and AWS

ORACLE
-our learning module

GLOBAL CARE
-for checking

o2 insurance
mon-saturday 9 am to 7pm, sunday:9am to 5:30
complaints: 9am to 1pm

360 abbreviations
BCA- Business customer account (the account that is set up in Netracker)

BSS- business support systems, provide the sales, customer services and billing domains across all front-line channels as wells as focusing on providing all the back-end capability to manage order management, supply chain and provisioning. It will give us the capability to deliver an omni channel customer experience.

CHARGE 2 MOBILE - pay for digital content with your monthly bill

CCA- Consumer credit agreement

CHANNELS- This is the term we use for the different ways we reach and serve our customers: in stores, on the phone via voice or our app and online. Accelerate objective is to deliver the same customer experience whatever channel they use to deal with us.

CIM- customer information management

CJM- customer journey management

CSRD- stands for customer representative desktop or csrd for short. This is a unified interface that collects important up-to-date information about customers. It enables customer service advisors and authorizes users to improve relationships with customers and maximize value through comprehensive integration of customer data into and easy to navigate eco system.

DC-deal calculator for retention deal

DUAL RUNNING- is the period of time when our old systems will be operating at the same time as our new systems. We can't move all our customers across at the same time. we need to test and refine, so it is done in batches. Which means some customers will still be on the old systems and some on the new.

EECC-European electronic communications code, this will be replacing CCA

EPOS-electronic point of sale

FinDif- financial difficulty

FMIP- Find my iPhone

GO LIVE- pretty much what it sounds like: the day our new platforms are actually turned on and "go live". there is more than one go live. the first is when the systems are turned on from a technical perspective, for example when we conducted testing. The second is we started using our new systems to serve the first customers who have been migrated onto them.

INTEGRATION- this refers to ensuring that our old system actually talk to our new platforms. we have over 80 old systems that are being replace by the business report system and the online charging system.

IPID- insurance product infromation document

migration- once our new systems are ready, we will move our customers data over to them and start using them. this is known migration and it's another critical piece of the accelerate programme.

my identity- is for an agent- personal identity records (not to be confused with identity which is the checking of customer identity)



my identity (o2) - is for the customer-personal identity records

NC- netcracker

OCS-online charging system

OE-order entry enables you to create sales order and manage business product instances for large number of customers.

OIDC-o2 identity console

OM-order management, we have large number of customers in which each customer may have one or more orders, managing and accessing information about every customer's order, and every service is essential.

OMNI CHANNEL-delivers the same cx experience and the same levels of service whether they choose to connect with us in store, on the phone or online.

OTAC- one time activation code

PIREAN- manages the lan ID etc for the staff using the new system

PONR-point of no return (the point when an order can't be reversed and caqncelled)



POC- product offering catalogue(used mainly by marketing to update the products which then the various systems will take the information form)

POWER CURVE- New credit checking system.

RCA- Residential Customer Account (the account that is set up in Netcracker)

SFF- SIM Free Finance

SIM FREE FINANCE (SPREAD THE COST) - SIM free Purchase

STAC/PAC - Service Termination Authorization Code/ Port in Authorization.

SVOS- Single View of Stock.

TLO- Top line offer

TOMS - Telecoms Operations Management Solutions.

USER STORY- is how a customer requirement or a product feature is captured in the product backlog. They are written from the customer's perspective and prioritized.

360- official name of the new accelerate system

pcci-pre contract credit information


authentication by OTAC, SWA, KBA
-We could resend another otac if customer waited for 30 minutes
- maximum of two resend for OTAC
-it is possible to access a limited view of the account without an OTAC
-passing security without OTAC will mean that the processes like contact details changes and upgrades etc. cannot be performed on the account
-maximum of 10 otac within 24 hrs.
- you must close your session down after finishing a call.

authentication fails
-gets 2 failed attempts. the customer will be presented two fallback questions
-device fallback question will only be available if there is an active CCa on the account.


-if a cx fails the final authentication attempt, we should simply advise them to access their o2 account as they will be able to complete many functions on there instead
-however, if they need support advisor, they should pass the security questions, and have their phone with them then ring back
-if not, visit the store

PASSKEY-
passkey process is for internal transfer where security checks have already been passed by the cx, you only need to use the passkey if you are taking a call from a non 360 advisors.


insurance
-can add up to 28 days from POS
- next day replacement before 7pm on weekdays
-excluding Sundays/holidays
cancel within 14 days from 30 days notice

types of insurance:
1. damage cover
a. covers damage only
b. smashed screen, accidental damage
2. full cover
a. full coverage including loss, theft, accidental, etc


don't- discuss third party policies or advise that our policies are better or cheaper


do- discuss the benefits of booth insurance policies-


EOCN- end of contact notification
ABTN- annual best tariff notification
NBA- Next best action
NBE- Next best experience
NBO-next best offer

EOCN and ABTN
-eocn sent 10 to 40 days prior to contract end date
-valid for 30 days
-sms notifcation for single mpn's
-email or letter notification for multiple mpns

auto save- is when we auto migrate our out of contract consumer pay monthly standard tariff customers to an equivalent SMO tariff.

customer benefit
- the bill spend cap applies to mobile usage accross:
event types: voice, data, sms, mms
location: dmestic and roamed usage
technologies: 2g, 3g, and 4g inclyuding novum and vo-wifi
including the 'access charge' and 'servce charge' elements of premium rates services

spend caps order level agreement
increase - within 24 hours
decrease - next bill cycle
add - next bill cycle
remove - within 24 hrs

OFCOM regulations
-like for like (cheapest for customer)

info available in the bill
-amount of last bill
-bill date
-when the payment is due
-call charges (uk, non geographica; and international)
-sms and media messages (text and picture msgs)
-usage summary (how and when most use the phone)
-inclusive allowances (what they have used/have left)
-previous bill details (any bill since the account was opened)
-obtain printed copies


ways to view their bill
-my o2 app
-o2 ecare poral
-paper bill
-e-bill

bill formats:
1. paper bill: (gbp 2 for summary bill and gbp 2.50 for itemized)
2. e-bill
3. large print paper bill (pale blue, yellow, pink)
4. braile
5. audio bill

billing date:
1. bill date
-refresh date and bill generation date
-starts when account is opened
2. payment
-due date; 14 days post bill date

-we charge a month in advance from first billing date
-bill date stays the same every month
-payments taken on working days
-if due date falls on weekends/holidays -next working day


prorata
-simply means a proportion of something
-suppose a company offers 22 days of holiday a year, and u start halfway through the year, you would only get half the holiday allowance. this is prorata


reason for prorata
-change bill cycle/due date
-upgrade/change tariff
-bill cycle 29,30,31
-new connection
-finalbill

non payment
-late payment
-class 9 bar
-bothway bar

if payment is not received by your payment due date, there will be 6 pounds charge to cover our admin costs. this will be added to your next bill

day 0- bill produced
day 15- voicemail or sms reminder requesting payment
day 23-class 9 bar
day 29- outgoing call bar
day 39-both way call bar
day 47- disconnection
day 82-account sent to DCA

COLLECTION JOURNEY
day 0-bill date/bill generation
day 14-due date
day 15-overdue: send voicemail/sms to notify of the balance
day 23-class 9 bar: if cx calls out: routed to ivr asking for payment
if payment made: unbarred 24 hrs
day 29: outgoing call bar: lpf: late payment fee added to next bill. 6punds
day 39-bothway barring
day 47- disconnect account/cancel contract (fcc: full contarct charge)
day 82: forward to dca

debt collection agency
1. moorcroft
2.lowell

payment methods:
1. direct debit - recommended
2/ credit/debit card - cc can be used fr continious payments
3. bank transfer - 5 working days sla
4. bank payment - "
5. cheque - up to 7 days: write mpn at the back
6. autopayment (ivr) -up to 2 hrs: ad hoc credit card payment

-02 refresh customers cannot change payment from DD to continious payment as part of t&cs
-o2 shops cannot take payments
-cx calling to make a payment-trasnfer to ivr (except exemptions)
-take device plans payment first for custom plans

where can we view the bills:
o2 app
email
o2 website
o2 e care portal
paperbills