Escalate to Network - Talk Faults Only (Reduce BB Digital Transfers (FAV))

We know that around 1.2k calls per month for customer who are experiencing an issue with Sky talk. Particularly in the "Cant make some call" & "Cant receive calls". We want to make these specific journeys fully online for our customers. This will require a KANA form to be able to send these directly to CRT. Sapphire will be the first phase before then fully automating the process.

Why? - To reduce calls into the contact centre, Asking the right questions first time, Reducing repeats.

Benefit - Reducing 400p/w which will be repeats, improving the customer experience and FTR.

Links - https://www.sky.com/help/home/sky-talk/fix-problems-with-my-phone/diagnostics/fix-problems-with-your-phone/cant-receive-calls

Links - https://www.sky.com/help/home/sky-talk/fix-problems-with-my-phone/diagnostics/fix-problems-with-your-phone/cant-make-some-calls

Cannot rec call...

Can't make some...

KANA form Escal...

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Escalate to Network - Talk Faults Only (Reduce BB Digital Transfers (FAV))

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Escalate to Network - Talk Faults Only (Reduce BB Digital Transfers (FAV))