2. Winback conversations
3. Call coding
4. Winback CORE notes
5. Managing Winback offer call backs
The Winback team are an outbound team that call customers who have recently disconnected their Foxtel or have a pending disconnection order to try to retain them.
Winback can reconnect the following types of accounts:
- disconnected TV account
- disconnected TV, broadband and/or home phone account
- active TV with pending disconnection on account
- active TV, broadband and home phone with a pending disconnection on TV only (customer is keeping broadband)
- active TV, broadband and home phone, pending disconnection on all services
- already disconnected TV with active broadband and home phone
- pending connections – (change of address leads)
- active social account with no disconnection – you must place is customer doesn't accept a deal or becomes a 4th attempt no contact
- customers calling to accept a Winback offer that is noted on the account
- customers requesting to cancel a disconnection order
- accounts that have been disconnected for less than 30 days
- reconnecting accounts that have been disconnected for less than 30 days.
Important: Only the account holder can accept deals and reconnect the account.
To reconnect a TV only account, see Procedure - reconnect a TV only account in CORE.
To reconnect an account with TV, broadband and/or home phone, see Procedure - reconnect a bundled account in CORE.
To cancel a pending disconnection order, see Procedure - cancel a pending order.
1.2 Winback lead types
Winback lead types fall into the below 3 categories. When you leave a CI note on a customer's account, you must start with the following abbreviation describing the lead type:
| Type of lead | Description | Abbreviation |
|---|---|---|
| Winback | Customers who disconnect voluntarily for reasons like affordability, customer experience, programming and content. | WB |
| Change of address | Customers who organise a service move and have not yet been installed. These customers may have missed an appointment or not activated a SIK. | COA |
| Social media | Customers who requested to disconnect through a social media channel for reasons like affordability, customer experience, programming and content | EL |
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2. Winback conversations
- introduce yourself and that you are calling from Foxtel.
- advise the customer that the call is recorded and they can opt-out at any stage.
- provide the reason for your call.
The following script must be read verbatim:
“Good morning/afternoon/evening, this is <your name> calling from TCS on behalf of Foxtel. May I speak with <customer's first name> please?
'Just to let you know, this call may be recorded for quality and coaching purposes. You can opt out at any stage.'
The reason I'm calling you today is <insert reason for the call>. Note: This must be said word-for-word.
Before identifying the customer
You don't need to ID a customer if you're speaking about general Foxtel information, including:
- general programming information
- general pricing information
- a customer's tenure
- a customer's STB or technology (cable or satellite) type.
When presenting an offer to the customer, you must avoid including any information that references the customers previous package or pricing before you have completed ID. Refer to the below table for guidance:
Scenario |
Example |
Before completing ID |
"I can offer you Platinum at only $X per month for 12months"
"Foxtel Plus with Movies for only $X per month is an amazing deal" |
You have completed ID |
"You were paying $X per month, I can lower that to only $X per month"
"Only $X per month for the same Platinum Plus package you had before." |
Identifying the customer
Before you discuss any account specifics with the customer, you must complete an ID check. As you have already confirmed the customers first name and phone number to begin the call, you are then only required to gain their full name in addition to 1 of the following:
- service or delivery address (must include the street number, street name and suburb)
- email address
- security question and password.
For more information on privacy requirements, see Overview - call best practice.
2.2 Call back requests
If you have provided a customer with an offer and they want some time to think about it (or they change their mind), give the customer the voicemail number 1300 788 920 for them to call back.
Calling a customer back
If you offer to call a customer back, advise them that the number you'll be calling from will be listed as an 03 number on the caller ID on their phone. This will let the customer know to expect your call and not to ignore it thinking it's a telemarketer or an unsolicited call.
2.3 Winback disconnection
If you're raising a disconnection order (whether it's the first disconnection order on the account, or you're recreating a disconnection order), you must put this through the Admin DSO Return. This is to make sure that these disconnections don't affect the Retention statistics.
To raise a return request:
- Open the Retention SharePoint.
- Select New Admin DSO Return.
- In the Returns - New Item.
- Select the disconnect reason from the Admin DSO Reason drop-down list.
- In the Justification field, enter the Winback CI note you put in CORE.
- Click Submit.
After making outbound Winback calls to customers, you must code every call off on the Outbound Dialler.
| If... | Then... |
|---|---|
| you save a customer from disconnecting | code the call as RET_Save. |
|
code the call as RET_answering machine.
|
|
the customer:
|
code the call as Not Interested No ID. |
| the customer has been attempted to be contacted 4 times | code the call as Left Message - 4th attempt. The lead is removed from the dialler and we don't contact them again (as we only have 4 days to contact them). |
| the customer requests a call back | code the call as Sales Follow Up. This pulls the lead out of the dialler. You'll need to put it in your calendar to call the customer back on the time/day they have requested. |
| the customer rejects the offer | code the call as RET_No Save. |
| the customer advises wrong number | code the call as GEN_Wrong Number. |
|
the customer:
|
code the call as RET_Already Resolved. |
3.2 Changing the call coding
If you accidentally code the call off incorrectly, you can change the call coding in the Retention SharePoint. This will ensure that the customer doesn't keep getting called in the dialler when their issue has already been resolved.
To change the call coding:
- Open the Retention SharePoint.
- Select Dialler Coding Change.
- In the Dialler Coding - New Item window, enter the customer's account number in the Account Number field.
- Select the code you entered from the Incorrect Dialler Code drop-down list.
- Select the code you're wanting it to be changed to from the Correct Dialler Code drop-down list.
- Enter any additional information in the Comments field.
- Click Submit. The Team Leader at the end of the day will send these to the Outbound and Dialler Team to wash the data for the next day's job.
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4. Winback CORE notes
4.1 Winback lead CI notes
The following notes must be included in CORE when handling a Winback lead and the customer has been saved with a discount.
Discount offered
Use the following note when you have made an offer of a discount to a customer:
| Scenario | Note |
|---|---|
| The customer accepted the offer | WB Save - cid ok, customer accepted <add deal> accepted, scripts read |
| The customer wanted to think about the offer | WB Follow up - **If customer calls back to accept offers, please do not reconnect. Email loyaltyoutbound@foxtel.com.au** |
| The customer did not accept the offer | WB No save - **If customer calls back to accept offers, please do not reconnect. Email loyaltyoutbound@foxtel.com.au** |
No changes made
Use the relevant note below when no change has been made to a customer's account:
| Scenario | Note |
|---|---|
| No contact - 1st, 2nd and 3rd attempt | WB - No contact - Attempt <number> |
| No contact - 4th attempt | WB - No contact - Attempt 4. **If customer calls back, please do not reconnect. Email loyaltyoutbound@foxtel.com.au** |
4.2 Change of address lead CI notes
The following notes must be included in CORE when handling a change of address of managed move lead.
Discount offered
Use the following note when you have made an offer of a discount to a customer:
| Scenario | Note |
|---|---|
| The customer accepted the offer | COA Save - cid ok, customer accepted <add deal> accepted, scripts read |
| The customer wanted to think about the offer | COA Follow up - **If customer calls back to accept offers, please do not reconnect. Email loyaltyoutbound@foxtel.com.au** |
| The customer did not accept the offer | COA No save - **If customer calls back to accept offers, please do not reconnect. Email loyaltyoutbound@foxtel.com.au** |
No changes made
Use the relevant note below when no change has been made to a customer's account:
| Scenario | Note |
|---|---|
| No contact - 1st, 2nd and 3rd attempt | COA - No contact - Attempt <number> |
| No contact - 4th attempt | COA - No contact - Attempt 4. **If customer calls back, please do not reconnect. Email loyaltyoutbound@foxtel.com.au** |
4.3 Social media lead CI notes
The following notes must be included in CORE when handling a social media lead and the customer has been saved or not contact was made.
Discount offered
Use the following note when you have made an offer of a discount to a customer:
| Scenario | Note |
|---|---|
| The customer accepted the offer | EL Save - cid ok, customer accepted <add deal> accepted, scripts read |
| The customer wanted to think about the offer | EL Follow up - **If customer calls back to accept offers, please do not reconnect. Email loyaltyoutbound@foxtel.com.au** |
| The customer did not accept the offer | EL No save - **If customer calls back to accept offers, please do not reconnect. Email loyaltyoutbound@foxtel.com.au** |
No changes made
Use the relevant note below when no change has been made to a customer's account:
| Scenario | Note |
|---|---|
| No contact - 1st, 2nd and 3rd attempt | EL - No contact - Attempt <number> |
| No contact - 4th attempt | EL - No contact - Attempt 4. **If customer calls back, please do not reconnect. Email loyaltyoutbound@foxtel.com.au** |
5. Managing Winback offer call backs
If a customer calls back requesting to take up the offer presented by Winback. Agents can send an email to loyaltyoutbound@foxtel.com.au with customer account details and they will be contacted back within 24 hours to discuss further.