Q2 Facts
How many wirelines net additions did we achieve?
50k
where do we go to send instructions on self serve rate plan change?
Go/send
SEcure Notification Delivery
How can we best serve Cx that call in for digital renewals?
CxSS agents are empowered to renew the customer using BAU offers and transfer to CLS when there is a CHURN RISK.
When is Netflix packaging changes coming?
Sep 21, 2021
How many wireless net additions did we achieve?
173k
what is current process for call centre Rate Plan Change?
First change in a calendar year is no longer free. A $15 SSF applies, with some exceptions*. Smartdesktop allows the agent to waive the fee during the RPC.
What is the current contest in contest corner?
none
What is the Netflix change?
Netflix Premium charging $4 surcharge on top of combo’s for NEW Netflix Premium customers and customers on 2.0 packaging can add Netflix in a combo. Netflix Standard also launching for both 3.0 and 2.0 as included in the combo price.
How many SHS adds did we achieve?
19k
What is the new call centre process for Rate Plan change?
Smartdesktop identifies if the customer is eligible to process the change on Self-serve.
If eligible, Smart Desktop advises the agent that the customer is subject to a $15 service fee if the change is done by an agent
If not eligible, Smart Desktop advises the agent that the customer will not be charged the fee and waives it automatically during the change.
Name 2 guidelines of Sales Reassignments
● The first agent to create/submit the order gets the credit for the sale except in a save situation
● Small changes would not impact the sales assignment to the original selling agent
what is the current state of Netflix charges?
Netflix Premium is currently included in Optik TV P3.0 combos (customers don’t pay extra)
Customers can subscribe directly to Netflix and login through Optik TV
How many TV adds did we do?
11k
What is the cost for Rate Plan Change online?
Free
What are 2 things we must do in a Richer Conversation?
Share benefits about a product that they did not call in about.
Learn about the customer.
What is the difference between Netflix Standard and Premium?
2 vs 4 screens.
Premium includes 4K.