Currently there is no information online about booking/amending a Master Socket Relocate appointment. Looking to publish a help article that mirrors One Help content and allows customers to complete these actions online removing the need to call f...
From previous data that we have reviewed we believe that we can make it easier for customers to understand that when completing the email option in the "How to make a complaint to Sky" article, the on line form is actually sending Sky an email. We...
We would like to create a dynamic warm welcome page - which will encompass the current BB and TV warm welcome pages. Giving the customer a tailored experience based on which product they have, and allowing them to see this dynamically based
We currently have Warm Welcome created for TV, BB&T with Mobile in development. After the success of BB&T there is appetite to use this format in Home Move to help with repeats. Key call drivers are: Billing Home Move Poor Service Provisio...
Warm Transfers (Agent to Agent) & (Digital to Agent)
We want to expand the warm transfers that have previously discussed with Naz and Louis to include Agent to Agent transfers. This predates Aha requests and already lots of discussions around warm transfers etc.
Based on previous work we know that we have a large portion of customer that are unable to activate there sim online and ultimately have to contact us to activate. We want to contain digital drop out by allow all customer to remotely activate ther...
Manage Expectations (Reduce BB Digital Transfers FAV)
We know that FAV gives outcome of Manage Expectations on average of 3.5k per week. This is overlaid in digital by contact us. We want to review the outcomes that are presented and in particular the screens customers will see. This drives calls int...
Currently we have requested a new IVR strand for replace remote to soft deflect into digital. For this we want a new SMS created, instead of the standard one that sends them to the TV page. It currently says this - Hi. Thanks for contacting Sky. F...
We have a separate request submitted to add an SMS option in AVS for customers who would prefer to reinstate there account online. We want to go a little further in this one and send the same SMS to customers who abandon after the intent is establ...