1. Next Best Action
What is NBA?
Next Best Action (NBA) is a support tool that guides customer conversations by selling the value of the Foxtel product and recommends the best package options and offers based on customer history, insights and preferences.
Agents with access to NBA can open it by clicking the Next Best Action link in CORE.
Recommended package options and offers are based on customer information and insights, such as:
- ARPU (Average Revenue Per User)
- customer tenure
- offer history
- what they like to watch
- remaining time on contract
- box type
- discovery information
- previous customer interactions and outcomes.
Agents with access to NBA must use it on every call with every customer. This is to ensure that NBA continues to provide the best recommendations for customers, as it will store all interactions and outcomes; the more you use it, the better it will be.
Feedback
If you have any feedback about NBA you can lodge it in the NBA feedback SharePoint.
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2. Troubleshooting
2.1 Technical issues
All technical issues with NBA need to go through the Service Hub. Advise your Team Leader of the issue and lodge a ticket via the Service Portal.
To log a Service Hub ticket, see Procedure - log a Service Portal ticket.
Issues logging out
Due to security policies, you will be logged out of NBA every time you close the Internet Explorer application. This is because your computer wipes your browser history and cookies from your hard-drive every time you close your internet applications. This includes the cookie that tells NBA you have already logged in for the day.
We recommend that each morning you:
- Open Internet Explorer.
- Load a non-NBA site (so you can easily identify which one you need to leave open), e.g. Google, MSN, Flash.
- Leave that Internet Explorer tab open all day.
- Log into NBA.
If you keep one Internet Explorer browser open at all times, then you will not need to log back into NBA for 24 hours. Note: NBA automatically launches in Internet Explorer.
2.2 Logging in
NBA is opened by clicking the Next Best Action link on the CORE side menu. Note: For Inbound sales, click Next Best Action in the Service Address tab.
Your username is the same as your CORE username. Note: After you login, open another 'Internet Explorer' tab (e.g. Flash or Google) that you can leave open throughout the day. This will allow you to stay logged into NBA.
Forgotten password
If you have forgotten your password or cannot log in, lodge a ticket via the IT Help Desk. Fill out a 'Password Reset' form, and choose Next Best Action from the systems drop-down list.
Access to NBA
If you do not have access to NBA, lodge a ticket via the Service Portal. Fill out a 'Software and Access' form and specify that you need NBA access.
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3. Revoking call outcomes
Once Accept, Reject or Later have been clicked, this will close NBA and the interaction outcome will be saved.
To change this outcome, you will need to revoke the outcome in the customer's history:
- Open the View History pop-up window.
- Expand the call result by clicking the arrow to bring up the outcome information.
- Select Revoke.
Once the outcome is revoked, record the correct outcome.
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4. Customer accounts in NBA
4.1 Incorrect details
Customers details are missing from NBA
There are some scenarios where NBA will not be able to populate an account. In these cases, when you open NBA the following error message will appear: 'Next Best Action could not locate the customer, please continue this interaction outside NBA.'
If you see this error, check whether the customer account is new and whether it has been activated yet. If the account has not been activated, transfer the customer to the Sales Support team (see FoxPages directory - Foxtel departments).
Customer details are incorrect in NBA
Try closing and reopening the NBA browser.
If the customer's details still don't match, take a screenshot of both NBA and CORE and email these to your Team Leader.
4.2 Multiple accounts
If a customer has multiple accounts and wishes to interact on all accounts, then each account needs to be opened in NBA from CORE and an outcome needs to be saved for each account.
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5. FAQsWhy doesn't NBA present the same recommendations for similar customers?
NBA uses a set of eligibility rules to determine whether a recommendation should be presented to the customer.
- Recommendation factors include:
- churn risk score
- tenure
- package type
- P&P (Pricing and Packaging) type
- payment history.
Why does NBA prioritise recommendations differently?
NBA customises recommendations based on your customer, so different customers will be presented with different recommendations.
How do I apply an offer that was previously presented?
If the offer was presented within the last 7 days and the previous agent selected 'Maybe Later', the offer will still be available in NBA. You should launch the tool, accept the offer, and process the offer in CORE as per usual. If it has been 7-14 days since the offer was presented and there are CI (Customer Interaction) notes in CORE, then you should honour the offer. Select the relevant Not Presented reason in NBA, and process the offer in CORE.
What if the offer involves the customer moving to the new P&P?
If an offer being applied requires a customer to move from old pricing and packaging to new pricing and packaging, the customer must be advised that they can't move back to old pricing and packaging once the offer is accepted. The customer must also be advised of any bonus content they may lose by using the package comparison tool.
Can I present a recommendation if a customer is in collections?
If a customer is overdue or in collections, they must pay the overdue balance before an offer can be presented.
The only exceptions to this rule are:
- suspension
- downgrading a subscription.
Always try to obtain payment on the call to avoid managing the account.
Do I need to use NBA instead of asking my own discovery questions?
To make sure NBA has enough information to make personalised recommendations for each customer, you must answer all the questions on the discovery screen. The discovery questions can be reordered to better suit the the natural flow of the conversation.
Do I need to ask the mandatory discovery questions verbatim?
No, it's important to make the conversation your own!
Why is it important to close the interaction correctly?
NBA has the ability to learn from each interaction and uses these learning to make better recommendations for the next customer who fits a similar profile. NBA will only learn from interactions that have been closed correctly. Note: There are a number of special circumstances in which you may need to use a Not Presented reason in NBA. The Not Presented reasons are unique to each skill area, and can be found in the Not Presented drop-down icon on the relevant screen.
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