Telecoms

Customer Service

Tariff Transfer

Problem Statement

Should a customer like to change their tariff to a higher or lower tariff as usage has changed, meaning they must contact customer service in order to action this change.

 

Process Overview

Once a customer calls into customer service, the advisor goes over security details with the customer. Once the customer passes the checks they are asked what tariff they would like to be changed to. If the tariff is a more expensive one, the advisor goes ahead with the change. If the advisor notices that the tariff change would be a lower price than the currant tariff, checks need to be made to ensure the customer is out of their contract. If the customer is within the contract the tariff change must be rejected.

Systems: Outlook, DISE, CUK, Kana

 

Solution

The customer can now request a tariff change via an online form, the form asks the customer to make sure they are not going onto a lower tariff if still within contract. The robot picks up the request and goes through the necessary security checks. If the checks pass, the robot then compares the new tariff to the one the customer is currently on. If the monthly cost is lower and the customer is still within contract then the request is rejected. If the request is ok to go ahead the robot actions the change and informs the customer via a text message.