Vodacom Contract, Products and Services powerpoint

Vodacom Contract, Products & ServicesVodacom Contract, Products & Services - The Vodacom Academy [C2][Version: 010#7th March 2014Learning outcomesAfter 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?

Vodacom Contract, Products & Services - The Vodacom Academy [C2][Version: 010#7th March 2014Learning outcomes contWhat 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?

Vodacom Contract, Products & Services - The Vodacom Academy [C2][Version: 010#7th March 2014Module 1:Price PlansVodacom Contract, Products & Services - The Vodacom Academy [C2][Version: 010#7th March 2014Module 2:Contract Voice Price PlansVodacom Contract, Products & Services - The Vodacom Academy [C2][Version: 010#7th March 2014Various Voice plansCall typeDefinitionVodacom-to-VodacomVodacom to Vodacom calls only.Vodacom-to-otherVodacom to MTN, Cell C, Virgin mobile, VANS and USALs, Telkom and Neotel.

Vodacom Contract, Products & Services - The Vodacom Academy [C2][Version: 010#7th March 2014How are you billed?Billing for contracts can either be Unitized or Per Second.

UnitExplanation1:1Per second billingCalls 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.60:30Unitised billingCalls 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.Vodacom Contract, Products & Services - The Vodacom Academy [C2][Version: 010#7th March 2014Various Calling times

Peak07:00 to 20:00 Monday to Friday.Off Peak20:00 to 07:00 Monday to Friday;00:00 to 24:00 Saturdays, Sundays and Pub Holidays.AnytimeAll day.

Vodacom Contract, Products & Services - The Vodacom Academy [C2][Version: 010#7th March 2014Accumulation of free minutes Bucket SystemThis 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:

Vodacom Contract, Products & Services - The Vodacom Academy [C2][Version: 010#7th March 2014Accumulation of free minutes contN.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.

Vodacom Contract, Products & Services - The Vodacom Academy [C2][Version: 010#7th March 2014Methods of checking your free minutesCall Centre Free.Dialling 126 from handset.USSD Free.Internet Vodacom.co.za WAP Mobi Site.Keyword SMS Free.

Vodacom Contract, Products & Services - The Vodacom Academy [C2][Version: 010#7th March 2014Non 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.

Vodacom Contract, Products & Services - The Vodacom Academy [C2][Version: 010#7th March 2014Module 3:More Weekend Minutes Vodacom Contract, Products & Services - The Vodacom Academy [C2][Version: 010#7th March 2014Introduction 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.

Vodacom Contract, Products & Services - The Vodacom Academy [C2][Version: 010#7th March 2014Checking your more minutes balance: SMS the keyword AM to 31050;USSD - *111# dial;Portal - www.vodacom.co.za

Vodacom Contract, Products & Services - The Vodacom Academy [C2][Version: 010#7th March 2014Module 4: Ethical decision-making in VodacomModule 4:Top Up Price PlansVodacom Contract, Products & Services - The Vodacom Academy [C2][Version: 010#7th March 2014IntroductionTop 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.

Vodacom Contract, Products & Services - The Vodacom Academy [C2][Version: 010#7th March 2014Module 6:Red & Smart PlansVodacom Contract, Products & Services - The Vodacom Academy [C2][Version: 010#7th March 2014IntroductionThese 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.

Vodacom Contract, Products & Services - The Vodacom Academy [C2][Version: 010#7th March 2014Features, Benefits and Selling PointsUnique differentiated benefits for 4 New Smart Price Plans that you cant 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.

Vodacom Contract, Products & Services - The Vodacom Academy [C2][Version: 010#7th March 2014Revised offer for Red & Smart plansVodacom launched an additional value promotion for all new connections, migrations and upgrades to its Smart and Red price plans (excluding Smart Light), since 19th 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.

Vodacom Contract, Products & Services - The Vodacom Academy [C2][Version: 010#7th March 2014Module 4: Ethical decision-making in VodacomModule 7:U-Choose Price PlansVodacom Contract, Products & Services - The Vodacom Academy [C2][Version: 010#7th March 2014IntroductionVodacom 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 VASs. The new price plans and VASs 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.

Vodacom Contract, Products & Services - The Vodacom Academy [C2][Version: 010#7th March 2014Introduction contExpanding 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.

Vodacom Contract, Products & Services - The Vodacom Academy [C2][Version: 010#7th March 2014Why 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.

Vodacom Contract, Products & Services - The Vodacom Academy [C2][Version: 010#7th March 2014uChoose price plansThe uChoose offering will compose of two distinct price plans namely:uChoose Flexi;uChoose Smart.

Vodacom Contract, Products & Services - The Vodacom Academy [C2][Version: 010#7th March 2014uChoose VASs & offeringsAdditional VAS offerings - uChoose customers will also have access to the following services and recharge services (Prepaid VASs).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.

Vodacom Contract, Products & Services - The Vodacom Academy [C2][Version: 010#7th March 2014Module 8:Data Usage Notification Number Vodacom Contract, Products & Services - The Vodacom Academy [C2][Version: 010#7th March 2014Introduction 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.

Vodacom Contract, Products & Services - The Vodacom Academy [C2][Version: 010#7th March 2014Introduction contIn 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.

Vodacom Contract, Products & Services - The Vodacom Academy [C2][Version: 010#7th March 2014Module 5:Ethics resources in VodacomModule 11:BillingVodacom Contract, Products & Services - The Vodacom Academy [C2][Version: 010#7th March 2014Bill RunThis 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.

Vodacom Contract, Products & Services - The Vodacom Academy [C2][Version: 010#7th March 2014Bill Run contAll 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.

Vodacom Contract, Products & Services - The Vodacom Academy [C2][Version: 010#7th March 2014Statement (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 holders name and postal address;Account holders VSP account number;Date of statement;Details of payments received on the account;Details of invoices on the customers account. A separate invoice is created for each cellphone number on the account.Vodacom Contract, Products & Services - The Vodacom Academy [C2][Version: 010#7th March 2014Statement contDate when the customers 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.

Vodacom Contract, Products & Services - The Vodacom Academy [C2][Version: 010#7th March 2014Invoices (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 InvoiceAn 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.

Vodacom Contract, Products & Services - The Vodacom Academy [C2][Version: 010#7th March 20141st Pro Rata InvoiceA 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 customers 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.

Vodacom Contract, Products & Services - The Vodacom Academy [C2][Version: 010#7th March 2014Calculating Pro Rata minutes

Vodacom Contract, Products & Services - The Vodacom Academy [C2][Version: 010#7th March 2014Billing InvoiceUnder 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.

Vodacom Contract, Products & Services - The Vodacom Academy [C2][Version: 010#7th March 2014Premature Cancellation Debits Separate InvoiceThere 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).

Vodacom Contract, Products & Services - The Vodacom Academy [C2][Version: 010#7th March 2014Handset & Connection InvoiceType code: DN. This invoice is usually issued by Vodacom Direct and reflects as a Y invoice. It includes the activation of a number.

Vodacom Contract, Products & Services - The Vodacom Academy [C2][Version: 010#7th March 2014Itemised 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;Customers account number, cell phone user name and numberCall category descriptionCall type description.Call details - including the date, time and duration of the call as well as the phone number dialled and the call charge.

Vodacom Contract, Products & Services - The Vodacom Academy [C2][Version: 010#7th March 2014Itemised Billing contThe 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.

Vodacom Contract, Products & Services - The Vodacom Academy [C2][Version: 010#7th March 2014Itemised Billing contTop 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.

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

Vodacom Contract, Products & Services - The Vodacom Academy [C2][Version: 010#7th March 2014Vodacom Portal cont

Vodacom Contract, Products & Services - The Vodacom Academy [C2][Version: 010#7th March 2014Vodacom Portal cont

Vodacom Contract, Products & Services - The Vodacom Academy [C2][Version: 010#7th March 2014Vodacom Portal contTo Access Click the following: Help Me;View Bill;Select Bill Type from Tabs;Hover cursor over numbered red dots.

Vodacom Contract, Products & Services - The Vodacom Academy [C2][Version: 010#7th March 2014Module 12:MigrationsVodacom Contract, Products & Services - The Vodacom Academy [C2][Version: 010#7th March 2014Introduction 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.

Vodacom Contract, Products & Services - The Vodacom Academy [C2][Version: 010#7th March 2014Introduction cont The table below gives a summary of the different migration options and related business rules:

Vodacom Contract, Products & Services - The Vodacom Academy [C2][Version: 010#7th March 2014Upward 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.

Vodacom Contract, Products & Services - The Vodacom Academy [C2][Version: 010#7th March 2014Downward 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.

Vodacom Contract, Products & Services - The Vodacom Academy [C2][Version: 010#7th March 2014Parallel 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.

Vodacom Contract, Products & Services - The Vodacom Academy [C2][Version: 010#7th March 2014Migration 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.

Vodacom Contract, Products & Services - The Vodacom Academy [C2][Version: 010#7th March 2014Migration 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 customers previous price plan to the customers 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.

Vodacom Contract, Products & Services - The Vodacom Academy [C2][Version: 010#7th March 2014Module 13:UpgradesVodacom Contract, Products & Services - The Vodacom Academy [C2][Version: 010#7th March 2014Mature 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.

Vodacom Contract, Products & Services - The Vodacom Academy [C2][Version: 010#7th March 2014Mature 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 customers 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 customers 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.

Vodacom Contract, Products & Services - The Vodacom Academy [C2][Version: 010#7th March 2014Premature 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.RulesContract 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).

Vodacom Contract, Products & Services - The Vodacom Academy [C2][Version: 010#7th March 2014Module 14:CancellationsVodacom Contract, Products & Services - The Vodacom Academy [C2][Version: 010#7th March 2014Introduction 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.

Vodacom Contract, Products & Services - The Vodacom Academy [C2][Version: 010#7th March 2014Voluntary 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 monthIf 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.

Vodacom Contract, Products & Services - The Vodacom Academy [C2][Version: 010#7th March 2014Involuntary Cancellation An involuntary cancellation occurs when the customers contract is cancelled prematurely by Vodacom which is managed by the Credit and Risk department (bad debt) or the Legal department (death).

Vodacom Contract, Products & Services - The Vodacom Academy [C2][Version: 010#7th March 2014Premature 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.

Vodacom Contract, Products & Services - The Vodacom Academy [C2][Version: 010#7th March 2014Bad Behaviour The Online BibleVodacom Contract, Products & Services - The Vodacom Academy [C2][Version: 010#7th March 2014Never push a Client to another department without trying to resolve a queryAlways ensure we greet customers and use proper tense and grammar when talking or chattingWe 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 toolCorrect 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 migrationNot 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 salaryNot 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 MAHFraud 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 AgentsWhat Never To Do On A Call!!!!Vodacom Contract, Products & Services - The Vodacom Academy [C2][Version: 010#7th March 2014Sales Scripts are like BIBLES in a church not following them verbatim is like a pastor mis leading his followersNot 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 AgentsVodacom Contract, Products & Services - The Vodacom Academy [C2][Version: 010#7th March 2014CONVERT FROMCONVERT TOTIME ON CONVERSIONSUBSCRIPTION / BUNDLES

BundledBundledMonth endNo Prorata

BundledNon Talk timeMonth endNo Prorata

Non BundledNon Talk timeMonth endNo Prorata

BundledTop UpMonth endNo Prorata

Non Bundled without extra bundlesBundledMonth endNo Prorata

Non Bundled with extra bundles e.g. SMS and GPRSBundledMonth endNo Prorata

Non BundledTop UpMonth endNo Prorata

Top UpBundledMonth endNo Prorata

Top UpTop UpMonth endNo Prorata

Top UpNon BundledMonth endNo Prorata