Incorrectly run fiber order are one of the number one causes for AHT, rework and callbacks in the contact center.
If any detail incorrect on the order, we will need to rekey the entire order starting from scratch**
Which could be
• Incorrect plan
• Incorrect address
• Activation/installation options incorrectly selected
• Intact ONT option missed
• Install additional ONT incorrectly selected
Looking forward to creating a solution including a form * where you could enter all the information up front allowing you to focus on the conversation with the customer, as you enter the information the system would step through with you, starting with a PAC check and informing you of decisions that need to be made at each step, prompting you to ask the right questions, and select the correct options. For example when the ONTs appear it could prompt you to discuss activation vs installation, if you select activation it would ask you to enter the serial number of the ONT, this would then find the ONT ID from the relevant LFC portal and present the next steps on the journey for an activation.
• If an order needs to be rekeyed there is an option to cancel and replace with a new version of the order with the same information which is then able to be edited and resubmitted (e.g. change the plan and resubmit).