Notes

reason for credits:
billed incorrectly
product/service not removed//added
account does not disconnect after cx request
poor cx experience
barred incorrectly
service fault
delayed delivery

types of credits:
1. adjustment credit - for system and human errors: preferred
2. goodwill credit- for loss of service due to system/network usage
-outage >24 hours w/i 3 months
-added after services restored and is an o2 fault
3. re-sign credit- given instead of new handset during upgrade (150 pounds)
4. subscription discount
-only apply credit within threshold

credit threshold:

CSA - up to 10 pounds
Payment management advisor/customer service PMA/CS Team manager- up to 250 pounds
Payment management TM/Customer service and PM Ops manager- up to 500 pounds

Ways to add credit:
1. Dispute
-Dispute adjustment
-Dispute goodwill
2. Standalone
-Subscription
-Usage
- Roamed usage
-account charges
-repair
-port out delay
-switching/porting
-discount/promo correction
-hardware
-bolt-on correction
-insurance collection
-termination fees


reason for refunds
-overpayment/duplicate payment
-charged in error
-nor disconnected
-final bill
-deposit

refund methods
1. BACS Transfer - 5 working days
2. cheque - 10 working days
3. CC - 5 working days
4. Paypal refund - "

if refund is rejected - create a to-do item
if beyond OLA - raise cash management (24 hrs)

types of refunds/adjustments:
1.proactive
a. port subscription refund
b. port compensation daily credit
2. reactive
a. port subscription refund
b. port compensation daily credit
c. port compensation fixed credit
d. port compensation fixed plus credit
e. port compensation other credit
f. port compensation 3rd party refund

PROACTIVE REFUNDS
1. Port subscription refund
-auto compensations: vat inclusive
-refund for monthly subscription
2. Port compensation daily credit
-auto compensation: vat inclusive
-1 pound compensation/day delayed + subscription refund
example: delay in providing mobile services with new provider

REACTIVE FUNDS:
1. Port subscription refund - refund for entire month MRC: vat inclusive
2. Port Compensation daily credit
- compensation for days delayed: vat incl.
- 1 pound compensation/day delayed
3. port compensation fixed credit - 3 pounds one-off credit
4. port compensation fixed plus credit -25 pounds one-off credit
5. Port compensation other credit
-refund for 3rd party costs/non-vat service
example: bank charges (3rd party)
losing provider monthly subscription pro-rata (third party)
mobile insure (non vatable)
6. port compensation 3rd party refund
-refund for o2 service cost: vat incl.
example: multiple attempts to move customer
provision of misinformation

Reactive refund Updates
-When a refund is requested by an agent, the 360 system will now perform a set of validation checks
Validation checks Customer example
How much is the credit balance on the account? 5 pounds credit balance
Is there an amount allocated to bills not yet due? 2 pounds adjustment credit

Are there any unallocated unbilled payments? Current bill not due but 15 pounds allocated
in unbilled payments
max refund = the 3 amounts combined 360 will allow a max refund of 22 pounds

approval levels
-higher adjustment requests

network issues
-tools to help u and ur customers: coverage checker, keep me posted, 4g/wifi calling

AUTO-SWITCH PROCESS
- is a change to the way customers move between providers
-it allows cx to choose to notify their providers of their intention to swap to another provider by SMS or online, as well as by phone.
-as well as PAC codes that you're familiar with, o2 now use STAC codes that are for cx who aren't porting their number, started with a new provided, and required the o2 account to close
-they can also ask for straightforward switching information such as financial liability. it sets a time limit on how long we have to give them the information they need to switch, which means we must do this first before any attempts to retain their cx.
-it affects all mobile operators as it is regulation passed down by OFCOM
-it does not apply to disconnections where the cx is not moving to another network.

PAC CODES- code that gives to cx who has notified of their intention to move to another provider. when the cx uses PAC code, their number will transfer over and be used on their new connection.

STAC CODES- this is newly introduced for this regulation. code given out to cx who tells o2 they would like to move to another network but not take their number with them.

SWITCHING INFORMATION- this is the financial information the cx needs to know when leaving o2. t consists of any outstanding amounts they need to pay o2 if they choose to leave the network.
ON a SMS sent to cx with their PAC/STAC the switching information is included.


SWITCHING INFORMATION
-we give to the cx is in SMS from it will be a total cost but using the information displayed on screen we can explain, if asked, how the figure has come about.
-hardware costs i.e. device plan CCA
-termination fees if applicable it won't include anything that not yet on a bill such as recent roaming charges, and won't include any usage between requesting the PAC or STAC code and using it at another place,.
-stress to the cx it's an estimate based on our most up to date information and they will receive a final bill

-we always give switching information alongside a PAC or STAC code, but we also have the obligation to give just the switching information without any codes if a cx asks for it directly. Talk about howe that might sound on a call, e.g. " I was wondering how much it would cost to move my phone to another provider

IDENTIFYING TRIGGERS FOR SWITCHING INFORMATION
is your cx looking for switching information?
-have they said phrases like "Ive seen a deal elsewhere, how much do I owe". "How much will it cost to move networks", or " What do I need to pay to switch networks?".


PAC or STAC CALL FLOW
-codes can only be give to account holder
- 60 seconds to send the cx the PAC/STAC and confirm its been sent

PAC/STAC INFORMATION

WAYSD TO REQUEST PAC/STAC
-cx service
-SMS
-Online (MY o2, ecare)- currently unavailable
-live chat

-LOA 3 need
-cust needs to confirm the PAC/STAC before you read the PAC/STAC/Switching information. Must be read aloud for compliance.
-PAC/STAC can be sent via email or post (4-7 working days OLA)

-can only re-issue up to 30 days post disconnection

-cannot request via SMS if: *have multiple numbers on the account * have an apple watch or PAYM * want to switch > 24 MPNs

PAC
-Port Authentication Code
-allow to keep number
-3 letters, 6 digits
-TEL123456
--valid 30 days
-following working day
-cut off 5pm/5:30pm
-no weekends/holidays
-bills auto stop
-24 numbers

STAC
-service Termination Auth Code
-deactivate number
-6digit,3letters
123456TEL
-valid 30 days
-following working day
-cut off 6pm
-no weekends/holiday
-bills auto stop
-24 numbers
-IRREVERSIBLE

TYPES OF MIGRATION
1. PAYG to PAYM
2. Business to PAYM
3. PAYM to PAYG
4. PAYM to BUSINESS
5. LEGACY to Accelerate (CUK to 360)

*Historical Information available in 360 to show notifications for migrated cx.

DUPLICATE ACCOUNTS:
-cx created a new account when upgrading online
-account names did not match
-sales team created a new account instead of upgrading
-CSR to arrange for old or new account to be closed
-consumer duplicate account form

NUISSANCXE CALLS
1. unsolicited sales and marketing calls/SMS
2.withheld numbers
3.numbers not withheld.

TRANSFER OF OWNERSHIP (CUK to 360 &360 to CUK)
-both account holders should be present and in the UK
-if not, a 'migration password' can be added on the notes
-any active device plan needs to be paid off
-too rejected if pending port, fraud investigation, or collections
-OLA 24 hrs. except requests made on Fri and weekends
-new account must be set up with sales before TOO
-TOO form

NUMBER CHANGE:
-free for standard numbers
-chargeable for specific numbers (bronze, silver, gold, platinum)
Bronze > gbr100 + VAT
Silver > gbr250 +VAT
Gold > gbr500 + VAT
Platinum > gbr1000 + VAT
* 72 hrs. OLA for specific numbers

A4U- Access for you

CSR DESKTOP: CUSTOMER FLAGS
- A4U
-bereavement
-reasonable adjustment
-early life
-gone away
-suspected fraud
-confirmed fraud
-long-term illness

3 KEY PRINCIPLES FOR VULNERABLE CUSTOMERS:

1. Personal Circumstances
- bereavement, redundancy, pregnancy, domestic violence, separation, addiction, illness, overspending/financial.

2. Personal Characteristics
- mental health, language, mental capacity, physical disability

3. Behavior of the Markets towards consumers
- payment methods, third party assistance, legal enforcement.

DIFFERENT WAYS A CUSTOMER CAN GET ACCESSIBILITY ASSISTANCE
1. Bill and communications format
2. Access for you
3. Relay UK- is a bolt on that we need to add on a cx account
4. Sign video interpreting service
5. Email
6. Post
7. O2 Shop

ACCESS FOR YOU
-create an A4U ticket > A4U team to contact cx directly (72 hrs)
-A4U flag to be added on the account
-only A4U team can add/remove/amend flag
-cx can submit A4U request online.
-WhatsApp: 0792 1336 150 (24hrs)
-A4U team : 0344 4632 669

RELAY UK
-can be added via CSR or Myo2
-add bolt-on to get discounts on calls made through Relay UK
-10% discount on international and premium rate calls
-100% extra minutes for tariffs with limited minutes
-50% discount on UK landline and mobile number calls for OOA charges


360 E2E PROCESS RETURN

BOOKING IN A DEVICE FOR RETURN
-this cx has ordered the iPhone 14 but wanted the iPhone 14 pro and requests to send the order back.

STARTING THE RETURN PROCESS
1. to start the return process click on the 'place order' - as the cx has ordered the wrong phone they need to return it to us before they can upgrade again. Once the phone has been returned to us we will refund any upfront payments they have made. We also need to put the cx onto a sim only contract so they don't pay for a contract they are not using.
2. VOICE IVR and PAYMSTS
3. you will then be directed to the service screen. click the plan. cx details
4. Scroll down. services and features. click show. and manage
5. pop up return form. You must choose the sim only plan handset 30 day 1. if watch sim only plan data 30 day 1.
6. Click apply

SELECTING RETURN TYPE
1. scroll back down to the Equipment information, click show
2. select return type
3. return label
4. label and jiffy bag