[Smickers]

This is to happen real soon, on a trial basis first, To cap it all the customers being trialled arent getting told. Excellent !

[coolmark18]

Umm source?

[Finglonga]

Don't think they can "not tell" them as its a breech of contract? They can start charging new customers as long as its put in the new T&C's.

[Smickers]

intranet for employees. My little sis works there, i have a screenshot, will gladly fwd it onto you. email address ?

[Smickers]

Quote:

Originally Posted by coolmark18

Umm source?

intranet for employees


PAYM chargeable customer service trial – what’s happening?



From 23 April we will be charging a small number of our PAYM customers when they call customer services.



5000 PAYM customers will be selected, and they will receive a letter on or around 22 March explaining that from 23 April they will be charged at 12p per minute each time they make a call to customer services.



In the letter we’ll also be reminding them of the web self serve options available via Your Account on orange.co.uk.



This is a trial and it will last until the end of June – we want to find out whether we can get more customers to use our self service systems, and reduce the numbers calling the centres.



By reducing the number of calls we get, we want to improve the customer experience for those who still need to call us, reducing the wait to get through, and giving you more time to deal with queries that can’t be dealt with by self service.



The customers do not know that they are part of a trial – in order for us to get realistic results, it’s important that you don’t tell them.

[mossy2103]

Quote:

Originally Posted by Smickers

5000 PAYM customers will be selected, and they will receive a letter on or around 22 March explaining that from 23 April they will be charged at 12p per minute each time they make a call to customer services.

They ARE being told that it will cost them, although they are NOT being told that they are part of a small trial group.

Still, it's a bit of a liberty to think about charging 12p/min if they are going to leave you listening to music for 5 mins, especially if you are on contract, and especially if you are calling to get them to correct their mistake (such as the opt-out of itemised billing last year, the opt-out that didn't go through for many Orange customers).

So, the letters apparently went out on 22nd March, it is now the 29th March. Has anyone heard anything? Any letters? Any angry posts on the forums?

---

Last edited by mossy2103 : 29-03-2007 at 13:15.

Quote:

Originally Posted by Smickers

intranet for employees


PAYM chargeable customer service trial – what’s happening?



From 23 April we will be charging a small number of our PAYM customers when they call customer services.



5000 PAYM customers will be selected, and they will receive a letter on or around 22 March explaining that from 23 April they will be charged at 12p per minute each time they make a call to customer services.



In the letter we’ll also be reminding them of the web self serve options available via Your Account on orange.co.uk.



This is a trial and it will last until the end of June – we want to find out whether we can get more customers to use our self service systems, and reduce the numbers calling the centres.



By reducing the number of calls we get, we want to improve the customer experience for those who still need to call us, reducing the wait to get through, and giving you more time to deal with queries that can’t be dealt with by self service.



The customers do not know that they are part of a trial – in order for us to get realistic results, it’s important that you don’t tell them.

what call centre is your sister in i work on orange paym premier accounts and have found no mention of this in our scholar or guru systems

[intheknow]

To charge SOME customers, but not others would be illegal surely?.

Quote:

Originally Posted by intheknow

To charge SOME customers, but not others would be illegal surely?.

it's just a trial period and all major companies select certain customers for trials to see how they can improve and change their services.

at direct wines (laithwaites, sunday times wine club, and pretty much every other wine club they own) they use a similar scheme where one part of the country pay slightly more for delivery of wine than everywhere else to see if this impacts sales and so on

[Carmen Queasy]

I work for Orange Broadband, and I never seen anything about this. Then again, us at the broadband side never get told things about mobiles unless we look for them ourselves.

I hate Orange, and I'm quitting soon. Then again, I have noticed that there's far less people calling now!

[Aye Up]

Like some of the above I work for Orange, albeit through retail, I have seen no mention of this on ORS, Scholar, Sales Knowledge College or in the monthly update bulletain.

Care to tell me where on the INTRANET it is?

[Carmen Queasy]

Orange call centres have similar systems, and there was nothing on the Communication Channel or Knowledge Base about this. I check it every day, too.

Surely they'd tell all staff? I always tell people to call 150 to get through to us for free. I hope I'm not telling people this and it's not true!

[Aye Up]

Am in work tomoro (today technically), so I will put this in my diary to have a butchers. I dread to think if this is true, as the company is going down the pisser completely, they will be the only network that will charge for calling customer services...

Gawd am I glad I have my contract with T-Mobile!

[BAC_Plymouth]

Have you ever tried to use Your Account on orange.co.uk its C**P it was better the old way

[raymogy]

I just called cs and cant get through, says i have no credit left on my phone.

[Aye Up]

They have always charged for PAYG customers, 25p per call.

I had a word with a colleague and it is apparently true, 5000 customers have been selected to trial to test the water. Only a couple of people have been brought up to date with this, as everyone is a bit confused by the matter.

If am honest, should they introduce this to existing customers....Orange's churn rate will be much much higher, leakage will go through the roof with people wanting to cancel their contract as orange will be in breach.

[intheknow]

Lets hope so, it's about time the French got the boot, they have wrecked Orange. I was an Orange customer since day 1 until a couple of years ago when it all started to go down hill. I would have recommended them to anyone and I used to sing their praises. The customer service was excellent, 24 hours, free, no silly little network charges, free 0800 numbers.

I would not touch Orange with a barge pole now and I'm glad that I've moved from them and my company is just switching to Voda too. Lets hope everybody tells them where to stuff there silly little 1p delivery reports and 12p a minute CS.