Request category should be DC labs/Digital Sales/Digital Service & Small Change.

This request is to make amendments both to Digital Channels & STAN related to visit charging & missed appointments.

1) Premium Install Visits - Currently customers are charged for premium install visits within Contact Centre, this is not the case within the online sales journey. Request is to add premium visit charge for Install visits.

Engaged: Andrew Smith, Chris Simpson (Commercial advice to raise to understand delivery timescales/complexity), Amy Hope (Finance)

Looking for an understand of technical complexity & timescale to deliver change, full sign off to be sought from compliance, commercial, finance, sales/service directors. Tentative engagement only completed at this point.

2.) Digital Missed Appointments - Where a customer looks to re-schedule their appointment within 24hrs a missed appointment charge should be applied however this is not currently the case via digital channels. Request to add this to re-schedules within 24hr timeframe

3) Contact Centre Missed Appointments - Where a customer calls in to re-schedule their appointment within 24hrs, an agent needs to select the appropriate drop down to ensure charged. However sampling showing this not being used & exclusion criteria being followed. Request to amend drop down options to ensure charges are applied for all categories with exception of a singular exclusion category.

For further details please see CP18590 & 18589 & attachment