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REVISED - CLARIFY Call Driver
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A red asterisk (*) indicates required questions.
Agent LAN ID:
*
Specific Call Type:
Account Maintenance - Account Name Change (ANC)
Account Maintenance - Add/Remove Authorized Contact Person
Account Maintenance - Add/Remove SKY Channels
Account Maintenance - Adding/Removing Best Mate number
Account Maintenance - Change invoice delivery options (email/paper invoice)
Account Maintenance - Change/Update Account Contact Number
Account Maintenance - Change/Update Billing Name
Account Maintenance - Change/Update Billing/Email Address
Account Maintenance - Lifting of Restriction
Account Maintenance - Update CC/DD Details
General Inquiry - Customer Zone Login/Credentials Issue/Self Service
General Inquiry - Package Details/Summary/Pricing and Contract
General Inquiry - SKY Discounts
General Inquiry - PC Protection
General Inquiry - Invoice/Bill Breakdown/Overdue/Copy Request
General Inquiry - Payment Posting
General Inquiry - Balance Inquiry
General Inquiry - Compensation/Refund
General Inquiry - Due Date
General Inquiry
Accounts - Consult from different dept
Accounts - Contract Start/End Date
Accounts - Customer Zone Change/Reset Password
Accounts - Directory Listing
Accounts - Ghost Call
Accounts - Nuisance Call/Scam Call
Accounts - Online login query (Customer Zone)
Accounts - Plan Details/Price Inquiry/Clarification
Accounts - PPV Booking/Issue
Accounts - Report Deceased Customer
Accounts - Restoration of Service
Accounts - Running Usage Query
Accounts - Service availability check
Transfer to SALES - Product not available
Transfer to SALES - Right For You (RFY)
Transfer to SALES - Retention (Customer Ending Contract)
Transfer to Mobile (Sales/Mobile Service/Bill Issues)
Transfer to Tech Department
Transfer to IVR (for payment processing)
Transfer to Moves/Relocation - Move of Service
Transfer to Fiber (Service Upgrade/Order/Follow up/Fiber Service Issues)
Transfer to HWBB (Account/Service issues)
Transfer to TP2 (Service/Account/Bill Issues)
Transfer to Tier2
Transfer to X-Team
Transfer to Business (Tech/Mobile/Billing)
Transfer to Collections Team (Recoveries/Credit Review)
Transfer to Supervisor/TP2 Consultant
Refer to FIN Manager
Transfer to other department
Accounts - Account Maintenance (Add/Remove Account Feature or Contract Detail)
Accounts - Unauthorized Contact/Caller
Accounts - Update Payment Method/Details (CC/DD Details)
Billing - Balance Inquiry (breakdown)
Billing - Bill Not Received - Correct Billing/Email Address
Billing - Bill Not Received - Incorrect Billing/Email Address
Billing - Check Last Posted Payment - Query
Billing - Collections/Recoveries Issue
Billing - Credit Balance Transfer Request
Billing - Credit Balance Transfer Request Follow up
Billing - Dispute - Addt' Traffic or Phone Call Usage
Billing - Dispute - Charged but no longer with VF
Billing - Dispute - Chorus Tech Fee/NFFF
Billing - Dispute - Double bill due Xstack Migration
Billing - Dispute - ETC
Billing - Dispute - Installation Charges
Billing - Dispute - Late Payment Fee
Billing - Dispute - Modem/Hardware Charges
Billing - Dispute - One Time Charge (1 invoice issued)
Billing - Dispute - Postage Fee
Billing - Dispute - Prorated Charges
Billing - Dispute - Tech Call Out Fee
Billing - Dispute - Temporary Disconnection Charge
Billing - Dispute - Unapplied Promotion/Discount ($300/$100/$20/$15/$10/OA Discount)
Billing - Misapplied Payment
Billing - Misapplied Payment Follow up
Billing - Missing Payment
Billing - Missing Payment Follow up
Billing - Payment Arrangement/Extension - Collections
Billing - Process Payment (Credit Card Payment Only)
Billing - Refund Request
Billing - Refund Request Follow up
Billing - Request for Compensation
Provisioning - Account Name Change (ANC) - Follow up
Provisioning - Add/Remove Phone Features
Provisioning - Adding/Replacing Modem
Provisioning - ADSL to VDSL Migration
Provisioning - Cross Stack Migration
Provisioning - Cross Stack Migration Follow up
Provisioning - Damage after fibre install
Provisioning - Damage after installation
Provisioning - FIBRE FIN Issue - No Asggined FIN Manager
Provisioning - FIBRE FIN Issue - No Contact/Update from FIN Manager
Provisioning - Incorrect or Incomplete Order/Ticket
Provisioning - Installation Follow up
Provisioning - Installation Query - Pending/Delayed Consent
Provisioning - Installation Query - RFS Date
Provisioning - Installation Query - RFS Follow up
Provisioning - Modem Delivery Follow up/Status
Provisioning - NEON Issue
Provisioning - Order not loaded
Provisioning - Order Stuck in ICSS (LARB) - Cancellation of Service
Provisioning - Order Stuck in ICSS (LARB) - Downgrade of Service
Provisioning - Order Stuck in ICSS (LARB) - Restoration of Service
Provisioning - Order Stuck in ICSS (LARB) - Suspension of Service
Provisioning - Order Stuck in ICSS (LARB) - Upgrade of Service
Provisioning - Relocate Equipment
Provisioning - Remote Replacement (SKY/VF TV/SKW with VF)
Provisioning - Restoration of Service - Follow up
Provisioning - RFS Delay - Date changed without notification
Provisioning - RFS Delay - Tech no Show
Provisioning - RFS Status Query/Update
Provisioning - Service Relocation (MOVE - MOH)
Provisioning - Service Relocation Follow up
Provisioning - WIFI Extender Issue
Sales and Retention - Adding of Core Product/Service Features - Broadband
Sales and Retention - Adding of Core Product/Service Features - Mobile
Sales and Retention - Adding of Core Product/Service Features - PCR or exchange divert
Sales and Retention - Adding of Core Product/Service Features - Phone
Sales and Retention - Adding of Core Product/Service Features - TV Service (SKY/VF TV)
Sales and Retention - Better Deals/Promotions Query
Sales and Retention - Cancellation of Service
Sales and Retention - Expired Discount
Sales and Retention - NEON Code follow up
Sales and Retention - New customer sign up
Sales and Retention - Plan Upgrade/Downgrade (ADSL vs VDSL vs HFC vs Fibre)
Sales and Retention - Removal of Core Product/Service Features - Broadband
Sales and Retention - Removal of Core Product/Service Features - Mobile
Sales and Retention - Removal of Core Product/Service Features - PCR or exchange divert
Sales and Retention - Removal of Core Product/Service Features - Phone
Sales and Retention - Removal of Core Product/Service Features - TV Service (SKY/VF TV)
Sales and Retention - Removed Promotion/Discount - Out of Contract
Sales and Retention - Resign/Renewal of Contract
Sales and Retention - SKY Re-run order
Sales and Retention - WIFI Extender follow up
Technical Issue - Broadband Not Working - Intermittent/Drop Out
Technical Issue - Broadband Not Working - No Connection
Technical Issue - Broadband Not Working - Slow Connection
Technical Issue - Broadband Not Working - WIFI
Technical Issue - Email Issue - Can't Send/Receive or Email Forwarding
Technical Issue - Email Retirement
Technical Issue - Failed Installation (Service not working after installation)
Technical Issue - Fault ticket status - query/update
Technical Issue - Faulty Modem/Hardware
Technical Issue - Mobile Not Working
Technical Issue - Modem Set up/Configuration
Technical Issue - Phone Feature Not Working
Technical Issue - Phone Not Working - Beeping Sounds
Technical Issue - Phone Not Working - Busy Tone
Technical Issue - Phone Not Working - Can't Make/Receive Phone Call
Technical Issue - Phone Not Working - No dialtone
Technical Issue - Phone Not Working - Others
Technical Issue - Service Outage
Technical Issue - SKY with VF TV not working
Technical Issue - VF TV not working
Technical Issue - WIFI Set up/Configuration
*
Call Details/Summary: Please remove all customer critical/personal details
(Name/DOB/Address/Number/Account Number/Ref. Number)
*
For any new Promotion/Discount: please indicate any new promotions or discounts on the space provided below
*
Did the customer use self-service options?
Yes - Website
Yes - Customer Zone
Website not working/confusing
Customer Zone not working/confusing
No
N/A
*
Vodafone Offshore
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