Pick the wrap-up code for every contact from your own list

Fields

• Channel (call transcript, chat, email)
• The whole conversation

Questions

1. Which wrap-up code fits the main reason the customer made this contact? Choice

   Pick the code for the reason the customer got in touch, using the definitions below and the coding rules in the context. When the customer raises several things, pick the one they contacted us about first, unless they say another matters more.

   • Bill question A question about, or challenge to, the amount or items on a bill: a higher bill, an unknown charge, a discount that ended. No payment failed.
   • Payment problem A payment that failed, was taken twice, was taken on the wrong date, or a change to how the customer pays.
   • Refund or credit request The customer mainly asks for money back or a credit, and does not question how the bill was worked out.
   • Fault or outage Broadband, TV or mobile service is down, slow, dropping or not working as it should.
   • Router, box or device A router, TV box, remote or phone that is lost, damaged or needs replacing or returning, when the service itself is working.
   • Visit or delivery The timing of an engineer visit, an installation, or a delivery of equipment: booking, moving or chasing it.
   • How-to question How to do something the service already supports, such as changing a Wi-Fi password or setting up a channel, with nothing broken.
   • Account access Logging in to the account or app: passwords, locked accounts, security codes, or who is allowed on the account.
   • Change plan or add-on Upgrading, downgrading or adding to a plan, TV package or mobile line the customer already has.
   • Moving home Moving the service to a new address, or ending it because of a move.
   • Cancel service Ending the whole service or account for any reason other than moving home.
   • New service enquiry Someone who is not yet a customer asks about buying a plan, prices or coverage at an address.

2. Does the customer raise a second, different reason for contact in the same conversation? Yes / No

   Count a second matter only when it would take a different wrap-up code from the list and the customer asks for something about it. A follow-up question about the same matter is not a second reason. Yes: The customer raises a second matter that needs a different code. No: Everything the customer raises belongs to the same code.

3. Could the firm have avoided this contact? Choice

   Use the definition of avoidable in the context, and judge only from what the conversation says. When more than one option fits, pick the first that applies in this order: Our error or delay, Chasing, Self-service would do.

   • Our error or delay The contact happened because the firm did something wrong or late: a wrong charge, a missed visit, a fault it caused, a notice it failed to send.
   • Chasing The customer is following up something already promised or in progress, such as a callback, a refund or a visit, with no error named.
   • Self-service would do A standard question or task that the conversation shows the website, app or help center already covers, with nothing wrong on the firm's side.
   • Not avoidable A new, genuine need the customer had to contact the firm about, such as a new fault, a move or a plan change.

4. What underlying cause of this contact does the conversation establish? Choice

   Pick the cause the conversation itself shows, from what the agent finds or the customer explains. If the conversation does not establish a cause, choose the insufficient information option rather than guessing.

   • Network or product fault The network, a router, a TV box or the app did not work as it is supposed to.
   • Customer misunderstanding The customer misread a bill, a plan or how something works, and nothing on our side was wrong or unclear.
   • Process or policy gap A step in our process was missed or does not cover the customer's situation, such as a job closed before it was finished.
   • Communication failure We did not tell the customer something they needed to know, or a letter, message or earlier agent told them something unclear or wrong.
   • Billing or plan set-up The customer's charges, plan or discount were set up wrongly in our systems.
   • Third party A courier, a bank, a contractor or another outside party caused the problem.
   • No underlying problem The contact was a question or a request with no problem behind it.

5. Which service is this contact mainly about? Choice

   Pick the service the main reason for contact concerns.

   • Home broadband The home internet connection, the router or Wi-Fi.
   • TV The TV service, the TV box, channels, packages or streaming apps.
   • Mobile A mobile line, SIM, phone or mobile data.
   • Not about one service The account as a whole, a bundle bill, or a question that names no service.

6. How does the contact end for the main reason the customer got in touch? Choice

   Judge the main reason for contact only, from the last exchanges about it. A second matter raised later does not change this answer.

   • Resolved in the contact The question was answered or the problem fixed before the contact ended, with nothing left for anyone to do.
   • Transferred The customer was passed to another team or line to carry on.
   • Follow-up needed by us The firm still has something to do: a visit, a callback, a refund, a check by another team.
   • Waiting on the customer The customer has to do something next, such as send a document, try a fix or call back.
   • Customer left The call dropped or the customer stopped replying before an outcome.

7. Does the customer say they have contacted the firm before about this same matter? Yes / No

   Count an earlier call, chat, email, ticket, visit or reference number about the same matter, however the customer puts it ("this is the third time I have called"). Do not count earlier messages in this same conversation, or earlier contacts about other matters. Yes: The customer says they contacted the firm about this matter before. No: The customer mentions no earlier contact about this matter.

8. Does the customer say the website, app, bill or letters were missing, unclear or wrong about this matter? Yes / No

   Count only what the customer says about our own information: they looked and could not find it, it was unclear, or it was wrong. Do not count the agent's view. Yes: The customer says our information on this was missing, unclear or wrong. No: The customer says nothing of the kind.

9. Does the customer name or clearly describe a competing provider or its offer? Yes / No

   Count a named provider or a clear description of one ("the other company on my street offers..."). Do not count a general wish to pay less. Yes: A competing provider or its offer is named or clearly described. No: No competitor is named or described.

10. Is there enough in the conversation to tell why the customer made contact? Yes / No

    Answer No when the text is cut off, too short, mostly silence or hold music, or so damaged by transcription errors that a careful reader could not tell why the customer got in touch. Yes: A careful reader could tell why the customer made contact. No: The text is too incomplete or garbled to tell.

Lens columns

reason, reason_probability, second_reason, second_reason_probability, avoidable, avoidable_probability, root_cause, root_cause_probability, product_area, product_area_probability, outcome, outcome_probability, repeat_contact, repeat_contact_probability, self_service_gap, self_service_gap_probability, competitor_named, competitor_named_probability, enough_information, enough_information_probability