Please enable JavaScript.
Coggle requires JavaScript to display documents.
Operating Hours - Revisiting the way we work, Revisit and validate…
Operating Hours - Revisiting
the way we work
Sales
AI to capture afterhours details and set callbacks for Sales
GI Sales - Operating hours changed to 8am to 7pm - 02.01.24 :check:
Health Sale - Operating hours change to 8am to 7pm - 01.02.24 :check:
Care
Dishonour call attempt strategy pilot :pencil2:
A/B test cancel & dishonour call-backs 8-6 to see if a better contact rate :pencil2:
Dishonour SMS w/portal link 50/50 test for Real soft/hard declines :pencil2:
Support
Online Portal
Further enhancements to existing Portal
Customer Portal for NZ Seniors & OneChoice
Customer Portal for Guardian
AI Technology
Alice and Alan in hours operations
Alice and Alan take messages for GI calls between 6pm - 7pm
Twilio - new contract to be finalised :pencil2:
Twilo - Life & Shift - transfer current operations to new platform
Collateral
Remove operating hours in SMS :pencil2:
Remove operating hours in forms :pencil2:
Remove operating hours in closing statements on letters :pencil2:
Remove operating hours in email body :pencil2:
Remove operating hours email headers :pencil2:
Remove operating hours in letter body :pencil2:
Afterhours
Switch off Kogan, Budget, Aussie, Chubb, Guardian, Wow, ahm afterhours for Support dedicated numbers :check:
NZ IVR message update with no mention of operating hours for new IP product :pencil2:
Revisit and validate alternative operating hours in the ways we work in Customer Operations.