IBA Cable Switchers and Movers CSM

1
IBA Cable Switchers and Movers (CSM)
2
Overview

• Introducing of a new product offering that could
  potentially allow you access to considerably more
  customers than you currently have access too
  across the UK.
• The product is simply having the capability to
  offer a voice and broadband service to customers
  in cable areas or without active BT lines
• We call this new product / process Cable
  Switchers and Movers, or simply CSM.

3
Contents

• Some of the questions and topics this information
  intends to answer are
• What are inactive lines and which customers can
  we offer inactive line packages to?
• Why offer to activate inactive lines and what are
  the different categories of inactive lines?
• What are Tiscali offering?
• How to place an order and what orders we are
  unable to secure
• What happens after placing the order?
• Frequently Asked Questions

4
What is an inactive BT line?

• Up to now Tiscalis Line Rental product has only
  catered for new customers who have an active BT
  line who are able to transfer their existing live
  service to Tiscali
• Now Tiscali can offer Line Rental to those new
  customers who have an inactive BT line i.e.
  they will not have a BT number when they call to
  register for a Tiscali package

5
Which customers can we offer inactive line
packages to?

• Tiscali can offer packages to 2 types of new
  customer
• Those who have just moved house and want a phone
  and broadband service We call these Movers
• Those with Cable lines Cable Switchers

6
Why offer to activate inactive lines?

• Increase conversion rates by reducing the number
  of sales opportunities that cant be converted
  due to a lack of an active BT Openreach line
• A positive message Yes we can take your order,
  rather than Go back to BT Retail to get a new
  line, then come back to us
• Prevent competitors (e.g. BT Retail) from
  acquiring Tiscali prospects by default despite
  Tiscali being the customers chosen provider
• With the exception of the Post Office and BT
  Retail, none of our competitors are able to
  activate BT lines, so we have a competitive
  advantage
• As of January 2008

7
What are the different categories of inactive BT
lines?

• Lines can move into different inactive states for
  a number of reasons, e.g. how old they are or if
  the phone number has been ported to a different
  network operator (i.e. Cable Virgin Media)
• There are 3 types of line state
• Stopped Lines BT socket present, dial tone can
  be heard
• Ceased Lines BT socket generally present but no
  dial tone can be heard
• New Lines No BT socket or network, e.g. new
  homes

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What are the different categories of inactive
lines?

• Stopped Lines
• Are activated remotely without the need for an
  engineer visit. Customers CAN hear a dial tone
  when they pick up the phone but they will only be
  able to make outbound calls to emergency numbers
• Ceased Lines
• Typically have been inactive for some time and
  will require a BT Openreach engineer to visit.
  Customers CANNOT hear a dial tone when they pick
  up the phone
• New Lines
• These are homes where new lines are required
  where no BT Openreach network exist into the
  customers premise, typically new build homes
  where Openreach would need to dig up the roads.

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What is Tiscali offering?

• We are offering to activate both ceased and
  stopped lines but cannot install brand new lines
  at newly built homes
• Stopped lines Are Primarily Movers (where the
  previous tenant would typically have just moved
  out and only just cancelled their account with
  previous service provider). This is the target
  customer base we would encourage IBAs to
  approach. Why?
• Because Movers make up 91 of all Tiscalis CSM
  acquisition
• Movers are continually available people move
  all the time. Whether they are owner and rented
  properties these are potential customers.
• Movers usually have stopped lines they do not
  require an engineer visit and this is less hassle
  for the customer

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What is Tiscali offering?

• Cable Switchers will tend to fall into the ceased
  line category but only make up about 9 of all
  CSM orders.
• This is because many cable customers will want to
  transfer they triple play service i.e. TV as
  well. At present CSM only caters for Talk and
  Broadband.
• Those customers wanting TV will have to wait
  until the Talk and Broadband are live before
  upgrading for the TV.
• Therefore we cannot guarantee TV to these
  customers - It is for that reason that we are
  advising IBAs to not actively seek cable
  customers at this time.
• There is work being done to see how we can ensure
  TV via CSM but this is still in the development
  stage. You can also estimate based on proximity
  from the exchange and using a checker on
  digitalUK but this is not accurate enough.

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Product Availability Pages Select Bundle Product

• Both Stopped and Ceased line customers will be
  offered upto 8Mb broadband with either FWT or ATT
• Customers in an Tiscali LLU area will be given
  FREE line rental with a 30 set up fee. Subject
  to availability at the exchange.
• Customers outside the Tiscali LLU area will not
  have to pay a 30 set up fee and will be charged
  the discounted line rental 8.24 still cheaper
  than BTs standard line rental.

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Enter Credit Card or Direct Debit Details
Choose Line Features
Customers with stopped lines will be asked for
Direct Debit details.
Customers with ceased lines will be asked for
Credit Card details This is due to provisioning
times and direct debit legislation this will
change soon
13
Placing an order

• Orders will be taken via the IBA sales line only,
  not online.
• If a customer tries to put an inactive BT or
  cable number into the number checker on your IBA
  website they will be told to call the sales line
  0800 542 4692 where the agent has to ask for the
  IBA code to access the order system
• The reason we are only accepting sales via the
  telephone at the moment is due to address
  matching issues.
• For example if an IBA or a customer had entered
  17 Coopers Avenue and the address was in fact 17a
  or Flat 17 we would provision the wrong line
  without the customers consent i.e. Slamming. So
  its better to leave this to the call centre
  agents to check throughly.

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Customer Orders We Cant Take

• Recently converted flats may cause a problem if
  they are not in the BT Address Matching database
  - the line that needs to be activated may not be
  in the converted flat!
• E.g. Flat 1, 46 Strada Road, SE24 9HA is not in
  BTs database

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Customer Orders We Cant Take

• Where the customers address does not appear
  exactly as is on the BT database
• E.g. Basement Flat, 5 Mount Avenue, W5 1QB is not
  in BTs database

16
Multiple Addresses Customer Orders We Cant Take

• Customer 13 Pleshey Road, N7 0RA
• NOT 1-3 Pleshey Road, N7 0RA!

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Customer Orders We Cant Take

• 3. Multiple Lines there are multiple lines at
  this address and we are unsure as to which one to
  activate. We cannot take these orders currently.
• 4. Active BT line already exists - There is
  currently an active BT line at this address.
  Please follow the standard registration pages
  where you can enter your telephone number. If you
  dont know your telephone number dial 17070 the
  number will be read back to you.

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What happens after placing the order?

• An engineer visit will probably not be necessary
  for stopped lines but will be required for ceased
  lines Customer Services will contact the
  customer to arrange times and dates

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How long does the order take to process?

• The order is placed in 2 parts
• The line order is placed immediately and will go
  live from 4 working days from registration
  (depends if engineer is needed) The customer will
  then be able to make their FREE weekend or
  anytime local/national and international calls
• The broadband order is placed once the line order
  has been activated and will go live in about 7-10
  working days from the line activation date
• Customers wanting TV services will need to
  upgrade after their order has completed subject
  to local availability
• Free Weekend or Anytime calls to 01, 02 and 03
  numbers and free calls to top 10 international
  destinations

20
Special Customer Service Number For Activating
Inactive Lines

• For chasing up a CSM order before it has gone
  live customers are asked to call 0871 222 6397
• Once live the customer should call the standard
  Tiscali customer service number 0871 222 3311

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Frequently Asked Questions
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Frequently Asked Questions

• Q Can customers keep their cable phone number or
  their phone number from their old house?
• A Not currently no, as the industrys porting
  processes are not yet mature enough to cater for
  consumer volume
• Q Will FREE and Discounted (25 off) Line Rental
  still be offered for customers without an active
  BT line?
• A Yes, the same offers apply
• Q What are the set up fees?
• A Customers with a stopped or ceased line in a
  free line rental area (LLU) will be charged 30,
  those in non-LLU areas will not incur a set up
  fee
• Q Will the line features offered remain the
  same?
• A Yes, the same feature set will be offered at
  the same price points
• Customers wanting TV will need to upgrade after
  their double play services are live

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Frequently Asked Questions

• Q What communications are sent?
• A The following communications are sent
• Registration email sent as soon as the order is
  submitted
• Order update email sent once the broadband
  order is placed and will confirm the customers
  new telephone number
• Welcome Pack letter sent once the broadband
  order has been placed and will also confirm the
  customers new telephone number
• Order update email sent once the broadband
  order is active
• Q What if the customer wants additional
  telephone sockets or extensions?
• A The service currently activates the existing
  master socket only. If the customer wants
  additional sockets or extensions they can call
  Openreach on 0800 012 1387 (option 7) where an
  appointment separate to that of the line
  installation can be arranged. BT Openreach will
  invoice the customer directly.

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Sales

• Sales Figures From Oct 08
• 49 of all new call centre sales were CSM orders
  and 34 of total new sales across all of Tiscali
  were CSM orders
• This is HUGE
• At present call centre CSM sales are currently
  71 of all sales
• For every active CSM order IBAs will receive 20
• Its important to realise the potential of CSM
  and capitalise now to ensure the commission hits
  your bank account before Christmas
• As of 13th November 2008