SKY Retail: The Call Flow Retail Agent calls contact centre
Answer call with warm friendly greeting
The ID&V process for all retailers is as follows
CC Advisor ID&Vs Retail Agent
CC Advisor requests basic customer details from retail agent
• • •
Retailer’s name Company name Full ASA
• • • •
Customer Name Desired Products Applicable Offers Ask the retailer does the customer have their direct debit details to hand.
Ask Retail Agent to put customer on the call
Retail Agent puts Customer on Call Greet customer in a warm and friendly manner Advise the customer – “To keep improving our service we do record some calls”
Duplicate Account Check
Capture Customers: Phone Number (Mobile & Landline) Continuous Payment Details (Make the customer aware they can pay via DD & promote the benefits of setting up a DD) Address
Confirm Title
Request & Input personal details (Create prospect account)
Confirm Full Name DOB Mother's Maiden Name Password - Mandatory Address Customers Phone Numbers
Q&C ROI
19/05/14 Check Eligibility
TV
BB & T V2.2
Apartment vs House
Active Landline
Permission to install a Sky dish
Address Checker
Contact Centre Advisor must confirm that the customer has been supplied with:
Confirm Key Facts communicated to customer
•
Copy of the Key Facts
When a customer is ordering BB & T on an active line before the order is placed and confirmed you must ensure:
VCAF/Ecaf (BB & T)
Vcaf Script is read for Regionals/CPWH Sales OR
Ecaf has been confirmed for SRS, Walkers and Venue Sales
Processing the sale • • •
Make Retailer Sale Process the order Confirm Order
Set up continuous payment method: Direct Debit (Preferably) – Verbal permission from the bank account holder required.
Request & input payment details
Credit Card – Confirm with customer they have permission to use credit card (Top up credit cards not accepted) In both cases you must confirm how the name appears on the Bank Account/Credit Card.
Retailers who book installations directly with Sky SRS Walkers Venue Carphone Warehouse
Read Installation checklist to customer
Contact Centre advisor must go through the installation checklist and enhanced property details with the customer and confirm that they are happy to proceed. Book a suitable install date with the customer
Q&C ROI Confirm order completion with Retail Agent
ConfirmAsk the following details with phone Retail Agent Customer to hand back to Retail Agent
19/05/14 • •
Account Number Job Reference Number
V2.2