BT Cloud Phone customer contact handling strategy V4 : January 2016 For BT internal use only BT Cloud Phone Customer contact handling

BT Cloud Phone customer contact handling strategy V4 : January 2016 For BT internal use only BT Cloud Phone Customer contact handling strategy The purpose of this document is to the outline the process of how we handle internal and external calls in relation to the provision and ongoing support of BT Cloud Phone services in the most efficient and customer centric process. This is an BT internal document to assist and guide BT people of where the normal destination for a particular type of BT Cloud Phone enquiry is managed. As a single point of contact for BT Cloud Phone customers the IP Comms Service Hub manages customer issues into other parts of BT e.g. Broadband fault. Sales teams can help to direct customers to the most appropriate point of resolution by knowing the roles and responsibilities of the support teams and the available customer resources. Key Principals ◌ For customer queries specific to BT Cloud Phone that you can’t answer we recommend that you warm transfer the customer to the Service Hub (see page 5) or provide the service line number ◌ Customer have a self-serve portal where they can manage their BT Cloud Phone account. ◌ contact to service from BT sales representatives must only be to forward customer originated correspondence. ◌ Complaint handling should follow the IMP/CRC process ◌ Help to avoid multiple call handling by directing customer calls to the correct place

BT Cloud Phone customer contact handling strategy V4 : January 2016 For BT internal use only Roles and responsibilities: Pre-installation Pre-Install ScenarioSub Scenario IP Comms Service Hub Ring Central Sales/ COT Order Management Desk Credit Referral Customer Self- Serve Notes Provide Call Divert  Set up call diversion of main business number to BT Cloud Phone prior to number port completion. Associated Broadband or PSTN  This is the standard process for broadband or line installation. The IP Comms team monitor the progress to align with BT Cloud Phone Number port  When a line and broadband order needs to be placed to facilitate number porting this will be done by the IP Comms Service Hub Credit vet/referral issues    All queries are handled by Credit referral team on Activation date BT Cloud Phone   The activation date is included within the KCI . Cancel or Amend Activation date Broadband service  Activation date BT Cloud Phone  Handsets / Delivery address  Cancel Order  Help Handset delivery issues   Preferred option Self-serve to check the status of devices, and tracking details. If problematic the Service Hub can access. Number port   Preferred option The customer places port order through their admin portal and will receive KCI s during the porting process.

BT Cloud Phone customer contact handling strategy V4 : January 2016 For BT internal use only Post Install ScenarioSub Scenario IP Comms Service Hub Ring Central COTFaultsBilling Customer Self-Serve Notes Modify Add licence  Done via the admin portal Remove licence  Change of license type (Up or downgrade)  Change in contract term  BT Cloud Phone Credit issues  To increase the master credit limit BT Cloud Phone call spend limits  To increase the threshold or remove destination barring CeaseBT Cloud Phone  COT team have initial save call and pass cease requests to the IP Comms Service Hub Billing Cloud Phone Enquiry / Adjustment  Non Cloud Phone Enquiry  Faults Broadband or Line Issue  BT Cloud Phone Incident  Help Set up Service  Using the portal  Multiple tasks that user can do via online portal  Advise to see BT Cloud Phone user guide and help videos Roles and responsibilities: Customer service is active

BT Cloud Phone customer contact handling strategy V4 : January 2016 For BT internal use only Warm transfer to BT Cloud Phone service OptionDescriptionActual Message Sub Option / Routed to Team Transfer Number  Sales*For a new sales enquiry press 1Sales*  Pre-activation If you've already ordered BT Cloud Phone and it's not yet in service press 2 Service Hub Support / Changes / Faults / Porting For support and faults, changing your service it’s 3 To setup call forwarding to your BT Cloud Phone Service or to add to or amend your package it’s 1 Service Hub For support, to report a fault or Number Porting it’s 2 Ring Central  Cloud Phone Billing Enquires and Leaving If you have a billing query or are thinking about leaving us it’s 4 For a billing query it’s 1 – Service Hub Or if you are thinking about leaving us it’s 2 COT In the exceptional case that you are in receipt of an directly from a Customer these s can be forwarded to s originating from within BT sent to this address will not be responded to, contact via telephone is the best way to ensure that enquiries are handled by the most appropriate people. Customer complaints must be handled using IMP/CRC procedures *Do not expect out BTLB and BT BPS to transfer to sales The most efficient way to put customers in touch with the correct team to deal with their specific needs is to use the internal transfer numbers below. Depending upon the nature of the enquiry the warm transfer options are aligned to the call routing options of the main BT Cloud Phone customer service number These transfer numbers should not be given to customers.