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Procedure - using NBA in Retention

Contents


1. Description

Next Best Action (NBA) is a support tool that guides discovery conversations and recommends offers based on customer insights and preferences.

Who
This procedure is only for Retention agents who have completed NBA training.

When
NBA must be used for every customer interaction.
 
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2. Rules
Present NBA offers only
You cannot present or use any offers other than what NBA presents as options for the customer.
 
Accounts in collections (at RSP or beyond)

If a customer's account is in collections and RSP has been processed (or is due to be processed within the next 2 days), you can make and apply a platinum offer. Any other offer can be made, but it can only be applied once the customer has paid the outstanding balance.

The only exceptions to this rule are:

  • suspension 
  • downgrading a subscription (a subscription can be any service the customer has for that month or within their contract. Customers can downgrade their subscription by removing a pack, removing a multiroom or removing an extra, such as a magazine).

Always try to obtain payment on the call to avoid managing the account.  If payment is not made on the call, ensure the customer is aware of the next scheduled collection event and date, advising them that payment must be made prior to that date.

 
Moving to new pricing and packaging
If a customer accepts an NBA offer that requires them to move from old P&P to new P&P, the customer must be made aware they cannot move back to old P&P once the offer is accepted and the order is created. The customer must also be advised of any bonus content they may lose by using the package comparison tool.  
 
Offer rules

  • you must advise customers of the ongoing costs for bundled recommendations
Note: You cannot offer a single component of a bundled recommendation to the customer. 
  • you must apply offers that are accepted in NBA in CORE
  • if an offer is pitched and rejected, you must tick the Presented box for that offer
  • iQ3 offers will not appear in NBA and need to be applied through CORE.
Note: You will need to accept the bundle in NBA with the correct pack, only selecting the iQ3 in place of the iQ4 when applying the offer in CORE. This mismatch between NBA and CORE will not be treated as an error.

 
No package offer stacking
You cannot stack or combine package offers (e.g. $10 off for 3 months), however you can stack a package offer with an installation/equipment offer if it is presented in NBA. If the customer has an existing package discount and NBA presents a new package discount, then you must remove the existing discount before the new one can be added.

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3. Tasks


1. Launch NBA

  1. Open the customer's account in CORE.
Important: NBA must be launched on every inbound call. If the call is an incorrect transfer, launch NBA and select the Not presented reason and Ok. If you do not have access to NBA, continue to use CORE to discuss and apply offers.

 

  1. Click View Notes and review the CI (Customer Interaction) notes on the customer's account.
  2. Click Next Best Action on the CORE side menu.
Note: If the customer is a Foxtel from Telstra customer or a non-authorised user, you must still open NBA and click the Not Presented option to save the interaction. For Foxtel from Telstra accounts, an error will automatically pop up; click OK to complete the NBA interaction.
  1. On the NBA log in screen, enter your username and password.
Note: You only need to log in the first time you access NBA each day. If you have forgotten your password or you cannot log in, see Overview - NBA.

 
Go to task 2. 

2. Conduct discovery

  1. Select the reason the customer is calling on the What is your reason for calling today? screen and click Next. 
  2. Select the customer's disconnect reason on the Reason for Disconnect screen.
Note: If the customer wants to disconnect for a reason that isn't listed, select the most appropriate or closest option. 
  1. Conduct discovery with the customer and select the most appropriate answer/s in the Discovery screen.
Note: Discovery questions are not mandatory. 
  1. Click Next.
Note: A disconnection reason must be chosen to advance to the next screen. 

 
Go to task 3. 
 
3. Present recommended actions

  1. Present at least 1 Recommended action to the customer.
  2. Select an option at the bottom of the screen to continue.
If... Then...
the customer asks about 2019 P&P or you feel its relevant to discuss with them
  1. Click Show New P&P Recommendations     
  2. Click Go to Post 2019     

 Go to task 4.
the customer does not ask about 2019 P&P or you feel its not relevant to discuss with them click Go to Existing     
 
Go to task 4. 
the customer does not require an offer
  1. click No offer needed. The notes page will open.
  2. Copy notes to CORE and close the NBA interaction.

 End of procedure.
the customer could not be presented an offer click the Not Presented drop-down and select the most appropriate reason. This will close the NBA interaction.
 
End of procedure.

Note: clicking Back will take you back to the Discovery screen.
Important: If the customer is changing their Packaging and Pricing you must use click and use the  P&P tool to advise the customer of any channel and packaging changes.

4. Pitch a package option or offer

  1. Discuss package options or offers with the customer (only 1 TV offer can be chosen).
  2. Discuss add-ons with the customer. A TV offer can be stacked with any number of add-on offers.
  3. For every package option or recommendation that you discuss with the customer, you must tick the Presented box.
If...   Then...
the customer accepts an offer
  1. Click Select on the offer. 
  2.  Click Accept from the side menu.

 Continue below. 
the customer wants to think about the offer or wants to call back
  1. Click Select on the offer. 
  2. Click Later from the side menu and add detailed notes in CORE.

 End of procedure.
the customer declines and wants to disconnect click Reject from the side menu and disconnect the account in CORE (for more information, see Procedure - disconnect an account).
 
Go to task 5.  

Note: If the customer cannot be presented an offer, click the Not Presented drop-down in the Basket and select the most appropriate reason.

  1. On the confirmation screen, copy the text summary from the NBA interaction and keep it for CORE notes.
  2. Click Got it to close NBA.
Note: Once you have confirmed the customer's outcome this cannot be changed. See 'revoking an offer' in Overview - NBA if you have chosen the wrong outcome. 
  1. Finalise the change options in CORE and enter all call notes in CORE that were copied from the NBA interaction.

End of procedure.

5. No save discovery

  1. In the Disconnection Reason drop-down select the most appropriate reason for disconnection.  
  2. Select the most appropriate reason in the Subcategory drop-down.
  3. Select the most appropriate reason in the How do you intend to replace your content? drop-down.
  4. Click Close the Case to copy notes and close NBA. 

End of procedure.

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