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Page 1: Vodacom Contract, Products & Services - The Vodacom Academy [C2] [Version: 010 1 7 th March 2014 Vodacom Contract, Products & Services

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Vodacom Contract, Products & Services

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Learning outcomes

After completing this module you should be able to:

• The role and structure of the Customer Acquisitions Division;

• What are the different price plans that Vodacom offers their customers;

• What are more minutes and who qualifies for it?

• What are Top Up price plans?

• What is broadband internet?

• What is the Red and Smart price plans including benefits and features?

 

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Learning outcomes cont…

• What is the Data notification number?

• What are the SP incentive data bundles that Vodacom offers their customers;

• How does the billing work?

• What are migrations and business rules around when can it be done?

• What is an upgrade and when can it be done?

• What is a cancellation and the business rules around it?

 

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Module 1:

Price Plans

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Module 2:

Contract Voice Price Plans

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Various Voice plans

Call type Definition

Vodacom-to-Vodacom Vodacom to Vodacom calls only.

Vodacom-to-other Vodacom to MTN, Cell C, Virgin mobile, VANS and USAL’s,

Telkom and Neotel.

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How are you billed?

Billing for contracts can either be Unitized or Per Second.

 Unit Explanation

1:1

Per second

billing

Calls will be charged per second.

In the case of the non-bundled and bundled price plan plans, calls will be

charged in time units of 1 second from the first second, thus making every

second count. With bundled price plans the cumulative minutes are in fact

cumulative seconds on per second billing price plans.

60:30

Unitised billing

Calls will be charged in time units of 1 minute for the first minute and in time

units of 30 seconds after the first minute. The full charge will be levied for the

first minute or part thereof and 50% of the charge will be levied for every thirty-

second unit or part thereof thereafter.

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Accumulation of free minutes – Bucket System

This is a system that allows customers to accumulate inclusive minutes up to a period

of 5 months, including the month they are currently in making it 6 months. If the

customer does accumulate inclusive minutes up to 6 months, the customer will start

losing minutes at the start of month 7.

Example:

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Accumulation of free minutes cont…

N.B: New Smart & Red Price plans do not follow the same carry over rules.

Unused Voice minutes, SMS and Data bundles will be carried over for one month

(monthly subscription portion) with the exception of Smart Light where only the minutes

and data will carry over for 1 month and the SMS will not carry over.

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Methods of checking your free minutes

• Call Centre – Free.

• Dialling 126 from handset.

• USSD – Free.

• Internet – Vodacom.co.za

• WAP – Mobi Site.

• Keyword SMS – Free.

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Non Bundled price plansThese price plans does not give the customer any minutes therefore the customer has

to pay for each call made when using these price plans. These price plans have

relatively cheaper call rates.

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Module 3:

More Weekend Minutes

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Introduction

• Contract price plans will receive More

Weekend Minutes on a monthly basis.

• Qualifying price plans will, by default,

receive the allocation of free More

Weekend Minutes in addition to their

standard monthly inclusive minutes. These

minutes will be automatically allocated

every month.

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Checking your more minutes balance:

• SMS the keyword “AM” to 31050;

• USSD - *111# dial;

• Portal - www.vodacom.co.za

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Module 4: Ethical decision-making in Vodacom

Module 4:

Top Up Price Plans

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Introduction

Top Up price plans are somewhat similar to the bundled price plans we have available

to our customers, however the difference is that these contracts give customers rand

value credit instead of minutes, which they can use to make calls, send SMS, use data,

etc.

When these customers deplete their rand value credit they have the option to replenish

their credit by purchasing any Prepaid airtime voucher except big bonus vouchers or

activating the Instant Top Up service. The instant Top Up service will be explained later

in the VAS module.

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Module 6:

Red & Smart Plans

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IntroductionThese simple price plans feature Anytime Minutes to any network plus data and SMSs;

all billed per second, as well as exclusive benefits.

The previous suite of Smart Plans launched in July 2012 will no longer be

communicated (until further notice old smart plan deals will however still reflect on the

system and can be offered if customers insists, these old plans are not recommended

as the New plans offer improved value).

The are 4 new Smart Price Plans and 3 Red Price plans. The Smart Light Plan will still

be included in deals as it is the only smart plan that offers off-peak minutes and per

minute billing. Customers on the old Smart plans will not be affected and will have the

benefit of their plans for the duration of their contract.

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Features, Benefits and Selling Points

Unique differentiated benefits for 4 New Smart Price Plans that you can’t get on

another contract:

The New Red & Smart Plans aim to:

Improve Brand perception that Vodacom offers contract customers more value by

enabling them to talk, SMS and surf more.

Position Vodacom as a leader in smart experiences.

Drive connections of Smart Plans and drive RED as the ultimate proposition.

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Revised offer for Red & Smart plans

Vodacom launched an additional value promotion for all new connections, migrations

and upgrades to its Smart and Red price plans (excluding Smart Light), since 19 th May

2013. The promotion expired on the 14th November 2013.

From the 15th November 2013, the promotional offering forms part of the inclusive

monthly default data allocation on the Smart and Red price plans as well as increasing

the inclusive monthly SMS allocation on the Smart S and Smart M price plans.

Worry Free Data bundle (Double data) allocation for all new activations and migrations

to the Smart and Red price plans from 15th November 2013 – the bundle size will be

aligned to the default data allocation for the first two months of the contract only.

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Module 4: Ethical decision-making in Vodacom

Module 7:

U-Choose Price Plans

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Introduction

Vodacom has embarked on a refresh of the Top Up proposition and associated product

suite. The recently launched Contract Smart plans (S, M, L, XL) included Voice, Data

and SMS. This was aimed at offering smartphone users the convenience of Voice, Data

and SMS all in one package.

The same concept will be further extended to Top Up customers, with the introduction

of new integrated Top Up price plans. In addition customers will also have access to

certain Prepaid VAS’s. The new price plans and VAS’s combined with access to airtime

through channels such as airtime advance and express recharge is grouped together

under the brand name uChoose.

The uChoose value proposition centres on “the best of both worlds”. Currently Top Up

has the flexibility of controlling spend combined with the benefit of having a device

included in the deals offered to them.

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Introduction cont…

Expanding on “the best of both worlds” concept we are

now offering our customers a choice between the two

price plans namely: uChoose Flexi and uChoose Smart.

The uChoose price plans value proposition has three

main focal points:

• Worry Free: A price plan that gives you total flexibility

and complete control.

• Internet Enabling: Allowing you to access to the

Internet whenever and wherever.

• Accessible Service: Easy access to manage your

price plan wherever you are.

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Why should I use the uChoose price plan?

The business objectives for embarking on a refresh of Top Up are:

• Choice and flexibility;

• Easy to obtain Data services;

• Simplicity;

• Improve value perception;

• Transparency;

• Stepped Value.

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uChoose price plansThe uChoose offering will compose of two distinct price

plans namely:

• uChoose Flexi;

• uChoose Smart.

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uChoose VAS’s & offeringsAdditional VAS offerings - uChoose customers will also have access to the following

services and recharge services (Prepaid VAS’s).

•  My 5 bundle;

• Mobile Internet;

• uChoose recharge;

• Power Hour.

Offerings for uChoose - In order to promote the new uChoose Flexi & uChoose Smart

the following benefits will be offered:

• My 5 for uChoose;

• Recharge promotion.

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Module 8:

Data Usage Notification Number

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Introduction The popularity of mobile broadband services and increase in smartphone usage has shown

a huge growth in data usage. It is important that customers are able to keep track of their

data usage. Customers are also not always aware of the amount of data transferred to their

mobile devices; this leads to problems such as:

• High data bills resulting in overall negative customer perceptions;

• Some customers may then stop using data, switch to prepaid or change service

providers.

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Introduction cont…In order to assist customers in managing their data usage, customers signing new data

contracts, or upgrading or migrating to a data price plan are required to supply at least one

alternate Data Usage Notification Number (This is mandatory for new Contract and Top Up

data customers only):

• Data usage notifications will then be sent via SMS to the nominated number/s;

• Customers can supply any South African cellphone number – there is no network

restriction on this service;

• The service is free;

• Customers, who have a voice Contract and activate a data VAS bundle or migrate to a

price plan with a data bundle, can also choose to provide an alternate Data Bundle

Usage Notification Number. However, this is optional, should they choose not to provide

an alternate number, data usage notifications will be sent to the voice Contract number.

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Module 5:Ethics resources in Vodacom

Module 11:

Billing

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Bill Run

This is a process that generates monthly statements and invoices for Airtime and

Value Added Services per customer. It takes place on the 3rd of each month and is

done in cycles.

Critical changes and adjustments that should be finalised before the bill-run

include:

• Posting of Credit/Debit Notes;

• Posting of all payments to ensure correct balances are reflected on the statement;

• Price plan changes (migrations) by no later than the second last day of the month

until after the 3rd of the month (for the next month);

• Address changes;

• Transfers of Ownership. 

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Bill Run cont…

All of these should be done to ensure that charges reflected are correct and that

statements as well as invoices are mailed to correct parties and addresses.

When this is not done, the impact on the business is vast as it causes late or non-

payment of accounts as well as unnecessary calls from clients who phone in

continuously regarding the same query.

Bill proofs are checked per cycle for major problems before they are printed. These are

checked by subscriber collections administration and they are signed off before printing

and mailing takes place.

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Statement (Account View)

A statement is a consolidation of what a customer got invoiced and what he pays. This

amount can also include all lines on an account and unpaid debits as well, where

applicable.

You can expect to find the following on the customers’ statement: (see numbered

items on the statement copy).

• Account holder’s name and postal address;

• Account holder’s VSP account number;

• Date of statement;

• Details of payments received on the account;

• Details of invoices on the customer’s account. A separate invoice is created for each

cellphone number on the account.

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Statement cont…• Date when the customer’s debit order will be deducted;

• Message from VSP;

• Total amount to be deducted from the debit order account. This amount includes

transactions up to the statement date.

Reverse Bank costs

• This is used when the debit order has been reversed and shows when bank charges

have been debited back to the customer. This appears on the statement.

Important point to interpreting this:

• The original debit order plus a handling fee of R100 will be displayed on this

statement.

• The original amount debited will be split in three for next debit order run, this is for the

consultant to be able to interpret this statement.

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Invoices (Per MSISDN)• This is used when the debit order has been reversed and shows when bank charges

have been debited back to the customer. This appears on the statement.

Current Invoice

• An Invoice is the detailed breakdown of the original amount invoiced per contract.

This breakdown would make up the monthly subscription cost, all value added service

costs and call costs. The call costs would be the total amount of calls made to other

networks i.e. Telkom, MTN, Cell C and Virgin Mobile.

• This invoice refers to the invoice that is due next. The calls within this invoice will be

for the previous months usage; however the subscriptions are all for the month that

the bill is to be paid.

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1st Pro Rata Invoice• A pro rata invoice will be raised after activation of the new contract on our systems.

• All VAS services will also be pro rata (where applicable).

• Handset and laptop instalment portion will not form part of the pro rata invoice, these

amounts will be billed on the first bill run.

• The pro rata invoice will be collected via a debit order to the customer’s bank account

within two (2) business days (48hrs).

Note: Top Up customers’ account will be debited for the full amount, and does not

follow the pro rata rule.

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Calculating Pro Rata minutes

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Billing Invoice• Under type this invoice has a INV indicator to show that it is a billing invoice.

• The handset and laptop instalment is included in this billing invoice. (this will be

indicated on the invoice.

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Premature Cancellation Debits – Separate Invoice

• There must be a payment made to accompany this invoice.

• Type code: DN.

• This invoice is raised when a customer wants to cancel his contract

prematurely( before the contract has come to term).

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Handset & Connection Invoice• Type code: DN. This invoice is usually issued by Vodacom Direct and reflects as a Y

invoice.

• It includes the activation of a number.

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Itemised BillingIf a customer has elected to receive itemised billing, the calls made and the services

used will be listed in their itemised bill. Calls and services are categorised by the type of

call or service e.g. Vodacom to Vodacom, SMS etc.

The items on the itemised billing are described here;

• Customer’s account number, cell phone user name and number

• Call category description

• Call type description.

• Call details - including the date, time and duration of the call as well as the phone

number dialled and the call charge.

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Itemised Billing cont…The calculation of call charges is dependent on whether the customer has selected;

• A price plan that includes bundled minutes or seconds, in which case the calls

included in the bundled talk-time minutes or seconds will reflect a charge of zero.

• A per minute or per second price plan i.e.

• Per Minute Price plan – Calls are charged in units of one minute for the first minute

and in 30 second intervals thereafter.

• Per Second Price plan – Calls are charged in units of one second.

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Itemised Billing cont…Top Up customers who do not have itemised billing active will not be able to get a

itemised bill from the Vodacom Walk in Centre.

They will only be able to get the last 30 days statement from the Vodacom portal. This

30 day statement on the portal has a charge associated with it.

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Vodacom PortalIn order to use this site effectively a customer needs to register on www.vodacom.co.za

website. Once registered on the Vodacom Portal the customer will log into the site and

click on the My Account Tab, account info tab and then My Reports. The customer will

be offered the following menu to choose from;

Itemised Billing report;

• Invoice;

• Invoice Itemised Details;

• Call Value Analysis;

• Understanding My Bill [View Bill].

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Vodacom Portal cont…

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Vodacom Portal cont…

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Vodacom Portal cont…

To Access Click the following:

• “Help Me”;

• “View Bill”;

• Select Bill Type from Tabs;

• Hover cursor over numbered red

dots.

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Module 12:

Migrations

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Introduction A migration is when a customer moves from one price plan to another to suit their needs. A

customer has the option (they have to qualify 1st) to migrate upwards as well as downward.

Migration terms and conditions need to be explained to the customer.

Customers must sign the migration quotation and then the request can be processed. The

migration quotation has the current price plan of the customer and the price plan that the

customer wishes to migrate to.

The customer can also call Customer Care and quote the reference number or fax the quote

back and the migration can be processed. Business and corporate customers will be

required to send documentation.

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Introduction cont… The table below gives a summary of the different migration options and related business

rules: CONVERT FROM CONVERT TO TIME ON CONVERSION

SUBSCRIPTION / BUNDLES

Bundled Bundled Month end No Prorata

Bundled Non Talk time Month end No Prorata

Non Bundled Non Talk time Month end No Prorata

Bundled Top Up Month end No Prorata

Non Bundled without extra bundles

Bundled Month end No Prorata

Non Bundled with extra bundles e.g. SMS and GPRS

Bundled Month end No Prorata

Non Bundled Top Up Month end No Prorata

Top Up Bundled Month end No Prorata

Top Up Top Up Month end No Prorata

Top Up Non Bundled Month end No Prorata

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Upward Migration There is no cost involved when migrating upwards. When doing an upward migration, the

free minutes can only accumulate to a maximum of 6 months. A customer can migrate

upwards anytime.

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Downward Migration When doing a downward migration, there is always a possibility of a migration fee depending

on the contract age and the price plan the customer is migrating to E.g. If a customer is on a

Talk 120 and opts for a downward migration to an Everyday off peak in month 15 of the 24

month contract, there will be a cost and this is simply because at the time when the customer

received the handset on the Talk 120, that same handset was not available free on the

Everyday off peak but a pay-in cost.

If a customer is outside of his 24 month contract term and wishes to migrate downward, there

should be no cost as this customer is now eligible to upgrade. When doing a downward

migration, a customer can only accumulate a maximum amount of minutes of the price plan

that he/she is migrating to.

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Parallel Migration This is where a migration is done from per minute billing to per second billing. E.g. from an

Everyday off peak per minute to an Everyday off peak per second and the new price plan will

only be effective as from the 1st of the new month.

If a customer is on a discounted price plan (R39 discount for 6 months) and wishes to

migrate to the same price plan on per second billing (R39 discount for 6 months) the discount

can be retained as this will be regarded as a lateral migration. If the customer is on a

discounted price plan and wishes to migrate to a higher price plan with the same discount,

the discount will fall away.

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Migration carry over rulesThe rule will allow customers to carry all unused minutes or seconds from the current voice

bundled plan to the new voice bundle plan.

Where customers migrate to a bundled offer with a different validity bucket carry over rule,

e.g. from a Talk offer with a 6 monthly bucket to an integrated offer with a 2 monthly bucket,

all the minutes or seconds will be transferred over and will be subject to the bucket rules of

the new offer.

The following rules remains unchanged:

• Migrations from Top Up to voice plans will not carry over any airtime.

• Migration from a voice Contract to a Top Up will not carry over any minutes or seconds.

• Migrations from a limitless plan (Red VIP) to a voice contract will not carry over any

minutes or seconds.

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Migration Requirements & RulesOn migration from a Contract bundled price plan, (voice only, integrated, Smart or Red), to

another Contract bundled price plan (voice only, integrated, Smart or Red), all unused

minutes or seconds must be transferred from the customer’s previous price plan to the

customer’s new price plan, except in the case of:

• Migration to or from any Red price plan offering limitless or unlimited talk time / voice

minutes or seconds, in which case no minutes or seconds will be transferred to the new

plan offering limitless talk time / voice minutes; or from the plan offering limitless talk time/

voice minutes.

• On migration, the customer carries over like for like validity period with a multi-bucket to

multi-bucket offer migration for the 6-monthly voice offers and migrations between 2-

monthly voice offers. Where a customer migrates to a bundled offer with a different

carryover rule, e.g. from Talk offer with 6 monthly buckets to an integrated offer with 2

monthly buckets, the minutes transferred over will be subject to the expiry rules of the new

offer.

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Module 13:

Upgrades

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Mature Upgrades All VSP customers are due for an upgrade in month 22 of their 24 month contract. Only the

account holder may request an upgrade and the account must be in current to do an

upgrade.

The customer will contact VSP directly on 082 1959 (Upgrades department) or go to the

nearest VSP outlet/dealer to process the upgrade.

The consultant will check if the customer is due for an upgrade and advise the customer

what cell phone he/she qualifies for. It is also possible to upgrade to a month to month

contract.

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Mature Upgrades cont… The following documentation is to accompany a signed upgrade quotation:

• I.D document;

• Letterhead (if in company name).

A quote is printed and this quote is only valid for 14 days.

Once the upgrade gets processed, an administration fee is billed on to the customer’s

account.

The Upgrades department will also arrange to courier the handset to the customer.

If the upgrade is done by VSP outlet/dealer an administration fee is payable upfront and will

not be invoiced to the customer’s account.

After doing the upgrade the contract gets extended for another 24 months from the date of

upgrade or last day of the contract, whichever is the latter.

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Premature UpgradesThis is when a customer request and upgrade to be done before 22 months. Any time after

the 22nd month will be considered as a normal upgrade.

Rules

• Contract is 13 months or older.

• Account is up to date.

• Average Spent on 1st upgrade is R1600.

• Average Spent from 2nd upgrade is R800 or more.

• A premature upgrade may be done at a VSP outlet/dealer or via the Upgrades call centre.

• The administration fee will be charged.

• Contract term will be extended from the contract term date by a further 24 months. (The

contract will be extended from the 24th month for a further 24 months).

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Module 14:

Cancellations

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Introduction

A Cancellation is when a customer requests to terminate their contract with Vodacom.

The consultant has to attempt to “save” the customer from cancelling by investigating the

reason for the cancellation by offering alternatives.

The main focus of Retentions is to retain customers and prevent churn.

The consultant has to attempt to save the consultant by investigating the reason for

cancellation and offer alternatives:

• Migration – Average spend or future requirements need to be discussed;

• Transfer of Ownership – Advise on cost and this has to be done at Trade Partner level;

• Upgrade – Offer current deals as per deal sheet and quote the customer;

• 4U Conversion – Advise on benefits & costs;

• Top-Up price plan – Advise on different deals and benefits of the price plan.

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Voluntary Cancellation

A voluntary cancellation occurs when the customer requests cancellation of the contract at

the end of the 24 month contract term.

The customer must give 30 calendar days’ notice to cancel a contract and provide a copy of

their ID document or else the contract would continue on a month-to-month basis after the

contract has matured.

Should the customer be in their 24th month or out of contract and gives notice from the 1st to

the 15th then the line will be deleted on the last day of that specific month

If the customer calls from the 16th till the end of a month then the date will be loaded for the

last day of the following month after term date.

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Involuntary Cancellation

An involuntary cancellation occurs when the customer’s contract is cancelled prematurely

by Vodacom which is managed by the Credit and Risk department (bad debt) or the Legal

department (death).

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Premature Cancellation

If the contract duration has not yet elapsed (premature contract), a premature cancellation

fee will be requested and will be payable in full prior to the cancellation taking effect which is

75 % of outstanding subscriptions.

Premature cancellations must be authorized by the relevant line Supervisor or Corporate

Service Support manager. The premature cancellation fee will be calculated as follows:

All subscriptions as would normally be due for the outstanding duration of the contract

period. This includes all value added services but excludes insurance and 147. Any

outstanding amounts on the account appropriate to the customer requesting cancellation.

The current unbilled call values appropriate to the customer requesting cancellation.

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Bad Behaviour – The Online Bible

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> Never push a Client to another department without trying to resolve a query

> Always ensure we greet customers and use proper tense and grammar when talking or chatting

> We are online sales with a combination of customer service – always push for higher end sales with professionalism

> Not understanding your product is like- a mechanic without a tool

> Correct deals and address being captured results in clawbacks and poor customers experience. You are liable for what you capture.

> Understanding a why we migrate and what is a migration – and cost involved in downward migration

> Not calling a client back on a time promised – is like making an appointment with the doctor and he is not available when you arrive. This applies also if a call cuts/drops.

> Listening to client – understanding what a client wants / needs is paramount – never talk above a client- not listening is like a you in a hurry to a lunch party with friends.

> Not asking a client to rate your service is like working the entire month and not getting a salary

> Not doing a COMPLETE XDS check is FRAUD - A 5 point check not done is similar to going to doctor and not being examined but receiving treatment.

> OTP can only be sent to a contract number that belongs to MAH

> Fraud is DISSMISSABLE intentional or not you will be charged and imprisoned.

> Always respect a clients time, keeping a client on hold for more than 30sec and not apologising is like waiting at an BANK only to realise they offline and not once did anyone apologies.

Poor WorK Ethic – Call Center Agents

What Never To Do On A Call!!!!

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> Sales Scripts are like BIBLES in a church – not following them verbatim is like a pastor mis leading his followers

> Not advising the client calls are recorded at the BEGINNING of a call is like going to a court and not swearing and oath- Clients have to be made aware of this at the begging of the call.

> Always sound exciting and willing in your tone of Voice- sounding down, no energy, boring is like a team leader having a meeting with you.

THE CUSTOMER IS ALWAYS RIGHT!

At LIKEMINDS We Serve The Customer!

What Never To Do On A Call!!!!

Poor WorK Ethic – Call Center Agents