Customer Complaints Knowledge Base

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  • My bill is all wrong....
  • Looking at the info in the Knowledge Base, this should be a simple enough fix...
  • Capita team eGain Knowledge Base
  • Capita Complaints Review Sevices
  • They still haven't understood what my problem is
  • Customer is unhappy with service received from Customer Services regarding her bill and calls Complaints Review Services (Capita) to escalate the matter into a formal complaint
  • Telefonica Executive Complaints Team
  • Tef Retained Org Your Companion
  • The Customer has been told something entirely different by CRS and doesn't believe the advice I'm giving!
  • Capita Complaints Review services recommend a course of action based on the guidance within the eGain Knowledge base. Customer leaves the call still unhappy
  • Customer decides to escalate further by writing to Ronan via Tef Executive Complaints
  • Ombudsman services already cost O2 £x per month
  • Tef Executive Complaints Team provide further guidance to the Customer using Your Companion, which contradicts earlier advice given by Capita agent but resolves the billing issue
  • Customer feels misguided due to the contradictory guidance and decides to take case to the Ombudsman
  • Telefonica face greater financial costs, reputational damage and loss of customer trust
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