Landline PPT

www.HomeAdvisoryService.co.uk

Landline Training Version 1 - 2009


Telecoms

The Telecoms market deregulated over 15 years ago and went through 4 different stages:

1 Pre-fix numbers - Uses BT Infrastructure2 Cable Companies - Uses Cable Infrastructure3 Auto-Dialler - Uses BT Infrastructure4 Carrier Pre-Select - Uses BT Infrastructure

Carrier Pre-Select (CPS) is the platform used today.


When service is activated, BT make a change at the customer’s local exchange to change the call routing

The alternative supplier orders service from BT by providing telephone number and post code

Customers calls are automatically routed through the alternative supplier by BT, and the customer begins to save money

Alternative Supplier

BT

Normal BT Call

How CPS works..


What makes up a telephone bill• Line Rental

This is the monthly/quarterly charge for maintaining the telephone line. Some customers will have their line rental with one company and their calls with another company.

• Call Plan ChargeSome customers will have a package that gives them free calls over a mix of daytime, evening and weekend for their landline calls.

• Call Costs– Landline Calls

Local and National calls to a fixed landline starting with 01, 02 or 03.

– Mobile CallsCall to mobiles from the customer’s landline

– International Calls to Landlines Overseas calls to landlines from the customer’s landline

– International Calls to MobilesOverseas calls to mobiles from the customer’s landline

– Minimum Call Charge

– Connection Charge


Minimum Call Charge

This is the minimum amount of money the customer will be charged for a call.

example:1p per minute, 5p minimum call charge

1 minute call = 5p charge2 minute call = 5p charge3 minute call = 5p charge4 minute call = 5p charge5 minute call = 5p charge6 minute call = 6p charge7 minute call = 7p charge


Connection Charge

How a connection charge affects the amount a call costs:

example:6p connection Charge, 1p per minute

1 minute call = 6p + 1p= 7p charge2 minute call = 6p + 2p= 8p charge3 minute call = 6p + 3p= 9p charge4 minute call = 6p + 4p= 10p charge5 minute call = 6p + 5p= 11p charge6 minute call = 6p + 6p= 12p charge7 minute call = 6p + 7p= 13p charge


Who You Can’t Sign Up

You can’t sign up:

• Cable Customers (Virgin Media Cable)Kingston communications (Hull – HU Post Code)The user must be using the BT Infrastructure

• BT Lite Users A BT customer who gets a rebate on their line rental each month/quarter because they hardly

ever use the telephone

• Customers that have incoming calls only.

• Customers that are currently in a contract.

• Customers below 18 years old or customers over 80 years old.


What you must NOT say!

You must not say the following:

1. ‘You will stay with BT but just get a bill from another company.’

This is known as slamming and will result in you being removed from the campaign without any second chance.

2. ‘You are only agreeing to have information sent to you today’‘You have 7 days to make a final decision once you’ve received the information’

The customer is making a decision to switch today and will be asked by TPV if they are willing to enter into a contract today but will also be made aware of their cancellation rights which is 7 days. Do Not just make welcome pack sales as they are a waste of everybody's time!



About Primus

Primus Telecommunications is an independent telecommunications service provider that offers a complete range of home telephony and broadband services to customers throughout the UK.

We entered the UK market in 1996 and have grown from strength to strength over the past 12 years. With millions of customers worldwide and offices in Australia, USA, Canada, Europe and Japan, Primus is a respected telecommunications provider and a top ten global voice carrier with one of the largest and most interconnected IP networks in the world.

Primus has also invested significant resources to provide customers with access to the highest-quality infrastructure and services such as high speed broadband, voice, VoIP and other emerging communications products. Our European network and data management centre are based in London Docklands and maintained day and night by highly skilled engineers and supported by partnerships with the UK’s leading telecoms carriers.

We are therefore in a prime position to offer excellent service and fantastic savings to our valued customers.


Landline to Landline Packages

Home Phone Saver - £9.99 per monthLine rental plus FREE evening and weekend UK landline calls. So if you want to call a family member or friend when you get home from work or at the weekend, either way it won’t cost you a penny.

Home Phone Max - £15.98 per monthIf you make a lot of calls and don’t want to be clock watching then this is the package for you. Primus Home Phone Max provides you with line rental and unlimited calls to UK landlines at all times of the day.

Package prices are shown inclusive of VAT. An 18 month contract applies on calls package and line rental. Customers preferring to receive a paper bill are charged an additional £1.50 (exc. VAT) per month. Payment method Direct Debit only.


Home Phone Max

Home Phone Max


Home Phone SaverWhy choose the Home Phone Saver Package?

• Free evening & weekend calls to UK local & national

numbers (01, 02 & 03 numbers)

• Line rental just £9.99 per month

• Low international call rates

• Low UK mobile call rates

• Fantastic deal for off-peak users

Rates are shown in pence per minute, inclusive of VAT. All rates are charged per minute and are rounded to the nearest penny. Tariffs are effective from 1st January 2009 and are subject to change as specified in the Primus Saver terms and conditions. A £0.07 minimum call charge is applied for calls to UK mobiles. For all non-inclusive calls there is a minimum call charge of £0.04. The rates shown apply from fixed line phones. Primus Saver Terms and Conditions apply.


Home Phone Saver - Comparisons

Based on calls to ‘National’ UK Geographic numbers starting with 01, 02 & 03


Home Phone Saver - Benefits

• 7 days a week customer service

• Your phone line is maintained and repaired by Openreach (A BT Group Business) engineers

• Fast and efficient provisioning

• Single bill for calls and line rental

• Keep existing phone number and existing features

• Reliable global provider

• Free evening & weekend calls to UK landlines

• Minimum 18 Month Contract


Home Phone Max

Home Phone Max


Home Phone MaxWhy choose the Home Phone Max Package?

• Free UK local & national calls (01, 02 & 03 numbers)

• Line rental and calls just £15.98 per month

• Low international call rates

• Low UK mobile call rates

• Best deal for customers making lots of calls at all times

of the day

Rates are shown in pence per minute, inclusive of VAT. All rates are charged per minute and are rounded to the nearest penny. Tariffs are effective from 1st January 2009 and are subject to change as specified in the Primus Saver terms and conditions. A £0.07 minimum call charge is applied for calls to UK mobiles. For all non-inclusive calls there is a minimum call charge of £0.04. The rates shown apply from fixed line phones. Primus Saver Terms and Conditions apply.


Home Phone Max - Comparisons

Based on calls to ‘National’ UK Geographic numbers starting with 01, 02 & 03


Home Phone Max - Benefits

• Your phone line is maintained and repaired by Openreach (A BT Group Business) engineers

• Fast and efficient provisioning

• Single bill for calls and line rental

• Keep existing phone number and existing features

• Reliable global provider

• Unlimited UK calls to 01, 02 and 03 numbers

• Minimum 18 Month Contract


Mobile Comparisons

*Includes 2.55p call set-up fee


International Rates

On average 84% cheaper than BT’s Standard International Rates

*Comparison of BT Standard Rate Plan at Peak Times of Day


Details

• 18 month minimum contract.• Calls charged per minute (rounded to the nearest minute).• Daytime chargeable calls charged at 3 pence per minute.• Only Direct Debit accepted as payment method.• Minimum Call Charge 4p.• E-bill is Free• Paper Bill is charged at £1.50 per month plus VAT.• Primus will handle the line not BT.• 24/7 UK Customer Services• Keep Existing Telephone Number• Voicemail and 1471 still available and free.


IMPORTANT!!

• The customer MUST be using the BT Infrastructure

They CANNOT be a CABLE CUSTOMER!.


Line Services

When the customer switches they will:

• Still have 1471 so they can find out who just called them (Free)• Voicemail (Free) (1571)• Plus many more payable options


Customer FAQsSwitching to Primus

What happens when I sign up to Primus?

We will contact your existing telecom provider and request the transfer of your calls and line rental. We will then send you a welcome pack containing a copy of the service Terms & Conditions and confirmation that the transfer is taking place and your right to cancel within 14 days. Your existing supplier will also write to you to confirm that you have cancelled your service with them.

A couple of days after you have signed up to the service you can expect a confirmation letter detailing the date of the transfer of your calls and line rental to Primus

Will there be any interruption or changes to my services?

No. Your Home Phone line will remain working during the period of transfer along with any existing services you have in place such as Voicemail or Call Divert.


Customer FAQs

Switching to Primus

How long does it take to move to Primus?

Moving your Home Phone line to Primus usually takes around 10 working days.

Transfer

Which types of line can I move across to Primus?

Primus can transfer calls and line rental services for standard analogue, home phone lines supplied by BT


Customer FAQs

What are the setup fees?

There are no charges to the customer for moving the phone line.

Can I transfer my service if I am already in contract with another supplier?

If you are still within a minimum contract period with another supplier then you may need to pay a cancellation fee to that supplier to transfer to Primus. If you have been in contract but are outside of the contracted period then Primus can move your lines without you being charged by your existing supplier.


Customer FAQs

Faults

Who should I contact if I experience problems with my line?

You should contact Primus. We operate a 24hour Fault Line to handle issues at all times of the day.

When there is a fault on the line, who carries out the repairs?

As your line is still part of the Openreach (A BT Group Company) UK network, it will be Openreach (A BT Group Company) engineers that repair the line in the event of a fault.

How long does it take to repair a fault?

Once you report a fault to us we commit to having it repaired in the same timescales as BT offer their customers – a maximum of 72 hours for standard lines.


Customer FAQs

Faults

If there is a problem with my line, will there be a charge for having it fixed?

If the problem is out of the customer’s control Primus won't charge the customer. However, if the Openreach (A BT Group Company) engineer finds that the fault is caused by the customer (e.g. damaged wiring or master socket), you will be liable for a call-out charge of £58.75 (inc. VAT).

Does Primus provide any enhanced service packages for fault repair?

Yes and you can upgrade to these improved fault support packages at any time by contacting the Primus Customer Service Team.


Customer FAQs

Invoices

Do I get an itemised bill?

Yes, Primus provides you with a fully itemised monthly bill.

When do I receive my bill each month?

Primus will send your invoice around 21st day of each month, covering the previous month’s usage.


Customer FAQs

Payment

What payment methods does Primus accept?

Our preferred method of payment by customers is Direct Debit or mandated Credit Card payment.


Customer FAQs

Payment

What happens if I fail to pay or payment could not be taken?

You must ensure your payment details are up-to-date and correct. If your Direct Debit has been cancelled you must make sure that this is setup again.

If we can't take payment Primus will issue a letter to you to let you know. The letter will explain what you need to do next and how you can pay the outstanding amount.


Customer FAQs

Moving House

What happens to my service if I move home?

Please contact Primus Customer Services at least 1 month in advance of any potential move so that they can arrange the transfer of your service to your new house.

Important note: please do not to contact another provider to activate the phone line at your new address. This will cause problems when Primus come to move your existing service to your new address.

I am moving to a new house which doesn’t have a telephone line. What should I do?

Our service supplier (Openreach (A BT Group Company)) will need to install a new line. Primus will arrange this for you and you will be charged a standard fee of £85(excl. VAT) to do this.


Customer FAQs

Moving House

My new house has a telephone line but this has been disconnected. How do I get it connected again?

This rarely happens. However if your new property does have a disconnected telephone line, it will need to be reconnected by our service supplier (BT Openreach). Primus will arrange this for you and you will be charged a standard fee of £85(excl. VAT) to do this.

How long will it take to get a telephone line installed?

If the new address you are moving to is moving to has an existing telephone line, our service supplier can usually reconnect this in a minimum of 5 working days (or on a working day of your choice after this). Your broadband will be moved once your telephone line has been moved to your new address.


Customer FAQs

Moving House

Can I keep my current telephone number?

Yes, but only if the premises you are moving to are serviced by the same telephone exchange. Where your number has to change due to an office move a charge of £35.85 will apply. In most circumstances moving your phone service will mean this has to be relocated to a new telephone exchange. Your existing telephone number cannot be kept where a change of telephone exchange is needed.


Direct Debit details and where to get them.

• Bank Account details are not difficult to get from customers if the customer knows why you are asking for them.

• Make the customer aware of why you need their Bank Account details and also the benefits in paying by Direct Debit.

• If you had led a customer to believe that they are only arranging to receive information and you then ask for their Bank Account details, don’t be surprised when they don’t give them to you. Would you give a total stranger your Bank Account details just so they could send you a post card???


Cheque Book

It is very common for customer’s to have cheque books in the UK and the sort code is easy to find as it is at the top right corner of each cheque. The Account Number is at the bottom of the cheque and is the last series of 8 numbers.


Paying In Slip

Most people in the UK have a pre-printed Paying In Book which is used to deposit money into the customer’s account. The Sort Code and Account Number are clearly written on it.


Debit Card and Cash Point Card

Debit Card

The numbers right at the bottom of the card are the Sort Code and Account Number if there are no numbers there then the long number in the middle of the card will determine the Sort Code and Account number. The last 8 digits make up the account number and the 6 digits before make up the Sort Code (this is normally Barclays)

Cash Point Card

This is commonly known outside of the UK as an ATM card and the Sort Code and Account Number is clearly marked on it if it is present


The Process

1. Customer will receive a confirmation email/letter from the Home Advisory Service confirming they will be switching and also the new Price Plan details.

2. Customer will receive a letter from the new supplier confirming their switch over date.

The whole switching process normally takes 3 to 4 weeks.


Competitors


Which Call Plan?

Many customers will not know which call plan they are on but you will be able to tell by finding out if and when they get free calls.

Learn when each call plan offers free calls and you will easily be able to advise the customer quickly.

BT Daytime Evening Weekend

Option 1 Hour Plan Charge Charge Charge

Unlimited Weekend plan Charge Charge Free

Option 2Off Peak Plan Charge Free Free

Option 3Anytime Plan Free Free Free


Pricing Strategy

The two main competitors in the market place today are BT and Talk Talk.

Previous Pricing StrategyUp until a November 2008 when they changed their pricing they changed their pricing for everybody. No Minimum Contract

Current Pricing StrategyNow their strategy is to offer new Price Plans but not automatically switch their existing customers onto the new Price Plans. 12 to 18 months minimum contract.

This means that even though these suppliers offer great new price plans many of their existing customers are on old expensive price plans.


Ask the Question

• Are you currently in a contract? (if the answer is yes then you must NOT continue)

• If BT or TalkTalk – Have you changed Price Plan in the last couple of months.– So when do you get free calls?– I assume from your answer you are on ******** package.

• Some TalkTalk customers will have free broadband with TalkTalk. These customers are difficult to switch so just leave them at the moment.


Old Tariff Comparisons





New Tariffs


TalkTalkTalk UK Evening and Weekends

• 12 months Free (plus £10.50 line rental) Special Offer Only available to non existing TalkTalk Customers.

• Normally £13.15 per month including Line Rental• 12 Month Minimum Contract• Unlimited evening and weekend calls to UK landline numbers • Plus, inclusive international calls• Inclusive calls to other TalkTalk customers• No Minimum Call Charge• £1.25 Monthly Paper Bill Charge• Free Call up to 70 minutes then 3ppm

Sign Up ExtrasInternational Extra is included at no extra cost for a limited period, enjoy unlimited number of calls ANYTIME to 36 International destinations worldwide.


TalkTalk - Talk UK Anytime

• £4.49 (plus £10.50 line rental) Special Offer Only available to non existing TalkTalk Customers.

• Normally £15.99 per Month including Line Rental• 12 Month Minimum Contract• Unlimited anytime calls to UK landline numbers • Plus, inclusive international calls• Inclusive calls to other TalkTalk customers• £29.99 Joining Fee• £1.25 Monthly Paper Bill Charge• Free Call up to 70 minutes then 3ppm

Sign Up ExtrasInternational Extra is included at no extra cost for a limited period, enjoy unlimited number of calls ANYTIME to 36 International destinations worldwide.


BT - Unlimited Weekend Plan

• Unlimited calls to UK landlines at weekends• Line Rental £10.27 per month (£11.25 from April 2009)• Evening calls 1.47p/min and daytime calls 3.91p/min (8p call set-up fee applies)• Free calls to 0845 and 0870 numbers at weekends• £1.50 per month Non Direct Debit fee• £1.23 per month Paper Bill Charge

No minimum term, unless you order a new phone line or switch to us from another provider, where a 12 month contract applies to line rental.


BT - Unlimited Evening & Weekend Plan

• Unlimited calls to UK* landlines after 6pm on weekdays and all weekend• Line Rental £10.27 per month (£11.25 from April 2009)• Daytime weekday calls only 3.91p/min (8p call set-up fee applies)• Free calls to 0845 and 0870 numbers after 6pm on weekdays and all weekend• £1.50 per month Non Direct Debit fee• £1.23 per month Paper Bill Charge

12 Month Renewable Contract (existing customers can choose no minimum term for £2.65 a month extra)


BT - Unlimited Anytime Plan

• £4.85 per Month plus Line Rental (Total £15.12 per month)• Unlimited calls to UK* landlines at any time• Call rates to UK mobiles only 7.34p/min all day, every day (8p call set-up fee

applies)• Free calls to 0845 and 0870 numbers at any time• £1.50 per month Non Direct Debit fee• £1.23 per month Paper Bill Charge

12 Month Renewable Contract (existing customers can choose no minimum term for 97p a month extra)


The Script


Intro and Qualify

Hello, can I speak with whoever is charge of your home telephone line?

Hi my name is …………….. and I am calling from the Home Advisory Service, you’ve probably heard of us, we’re one of the UK’s leading cost cutting services for home bills.

Can I ask which telephone company are you currently with? (If Virgin Media (Cable) or Kingston Communications do not continue)

Are you currently in a fixed term contract with them? (If in contract do not continue landline go to broadband)


Probe!!

• Do you get any free landline telephone calls with your current supplier?

• When do you make most of your calls?

• Do you ever make International calls?

• How much is your average telephone bill?[If the customer says they are a Lite user, qualify if they are with BT and get a rebate on their line rental. If they do then finish the call.]

If you probe correctly you will know which package to present and you will be able to highlight the specific benefits that fit the customer’s needs.

Make it personal to the customer, don’t just feature dump!


Present & CloseHome Phone SaverAt the Home Advisory Service our preferred supplier for home telephone is Primus because their Line Rental is only £10.49 (ten pound forty nine) per month and you get all of your evening and weekend calls to standard landlines for free up to one and a half hours per call.

So, given a choice between paying for a call or making the call for free, what would you prefer?

Home Phone Saver MAXAt the Home Advisory Service our preferred supplier for home telephone is Primus because they offer a package for people like you which includes Line Rental and all calls to Standard Landline Numbers for free up to one and a half hours per call. This package is only £16.48 (sixteen pound forty eight) per month which works out at under 59p (fifty nine pence) a day for all your landline calls and line rental too! How does that sound?


The Details

When you switch to Primus you will be leaving your current supplier but you will keep the same telephone number and Primus will continue using the same lines etc as you currently use. This means that there is no need for any installation of new equipment and also there is no interruption of service. Also when you switch to Primus they require a minimum 6 month contract and for you to pay monthly by Direct Debit.

For me to start the process today all I need to do is confirm some of your details:

Warning!If you lead the customer to believe that Primus is part of BT you will be shot! (obviously not really shot)

Yes the lines are owned by the BT network but If there is a fault on the line the customer calls Primus, If there is a billing query the customer calls Primus, If the customer wants Customer Service the customer calls Primus, the customer also gets charged at Primus rates.

Primus is not part of BT, it is a competitor in the marketplace to all other telecoms suppliers.


Data Capture

• The telephone number you will be switching is:• Your post code is:• Address is:• Length of stay at this address is: • Name is:• Date of Birth is:• Bank details are:

Would you like the bill to be sent to you via email or in the post, there is a £1.50 (one pound fifty) per month admin fee by post? (Capture email address if by email)


Recap and Info

Before I transfer you to my verifier I just want to confirm some details with you, can you get a piece of paper and a pen so you can take a note:

I am calling you from the Home advisory Service and my name is…………………………..

You will be switching to the Primus [Package Name] Package which is [£10.49 per month including Line Rental and Free calls in the evening and Weekend up to 90 minutes in length to standard landlines] / [£16.48 per month including Line Rental and all of your calls to Standard Landlines are Free up to 90 minutes in length]

If you have any questions after this call please call our Customer Service Team within the next 7 days on 0845 1800 300.

You will receive a confirmation letter/email from the Home Advisory Service within the next

couple of days confirming this verbal contract to switch and also confirming the package detail. Ok, I’m just going to transfer you to my verifier so they can independently verify I have taken the correct details. Please stay on the line.


Transfer the Call

1. Call US Number +17868664232.

2. Press the IVR number relevant to your center.

3. Connect to the verifier, tell them it’s a Telecoms deal and give them your ID number and the customer’s name and telephone number.

4. Once they have found the record they will ask you to transfer the customer.

5. Do not at any point interrupt the TPV once it has started.


Final Points


Remember

The customer must not be on a cable line.

The customer must not be in contract.

The customer must not be a Lite User or on In-coming Calls Only.

The customer is not just agreeing to information to be sent.

Make sure you tell the customer that you are calling from Home Advisory Service. You are not calling from the supplier.

If the customer wishes to cancel tell them to call the Home Advisory Service within the next 7 days.


Happy Selling!

Documents

Landline PPT