Redeem via Contact centre

Redeem via Contact centre

Storyboard Text

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  • 1. Julie is an existing T customer. She is leasing a phone with T for the past 15 months and decides she would like a new phone
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  • 2. She calls T Customer Care to find out what she can get
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  • 3. Bob is a T Customer Care Rep. He greets Julie over the phone and they discuss her needs. Bob confirms that Julie is allowed to change her handset within her current contract
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  • 4. He explains the fees and advises that she will receive an email with an estimate of the fees. Bob enters all the order details,
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  • 5. Bob confirms if Julie would like to pay the lease in a lump sum or by installments. She accepts the Ts&Cs and Bob completes the call with Julie.
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  • 6. LATER...Julie receives an email with the details of her order including an estimate of the fees
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  • 7. LATER...Jane is a BoH Rep who manages orders. She receives Julie's request and places the order for her new phone.
  • THE END
  • 8. LATER....Leanne is a BTS Rep who dispatches phones. Leanne picks and packs Julies new phone and dispatches the phone with an empty return satchel for the old phone. She updates Julie's order
  • 9. LATER...Jane receives notification that Julie's phone has been sent. Jane then completes the order.
  • 10. A FEW DAYS LATER....Julie receives her new phone. She also receives a satchel for returning her old phone. She posts her old phone to the TDC
  • 11. THE NEXT DAY...James a TDC rep receives Julie's phone and compares the condition of the phone reported by Julie to the actual phone. It is as reported. He completes the return records.
  • 12. THE NEXT DAY...Leanne a BTS Rep is managing lease arrangements on behalf of T. She receives files containing updated lease arrangements. She updates the lease arrangement for Julie in her system
  • 13. SEVERAL DAYS/WEEKS LATER...Julie receives her monthly invoice and can see the charges for the new leased phone and the fee for upgrading before the end of her current contract

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