O2 introduces new upgrade checks

O2UK has issued a new set of criteria for channels partners, regarding the upgrade of customers. Dealers must now check details against a database of O2 (NYSE: TEF) subs, to verify the “ownership” of the customers, and also to gain approval. The point of the checks are to see how the customer was acquired before they can be resigned to a contract – they should be resigned via the existing channels, and be subjected to a ton of calls from other sources.

However, some sources claim customer “ownership” is unclear, particularly if customers have signed/re-signed with different O2 channels over the years, or added additional services via different parties. They are also concerned that this could be a move that allows poaching from O2’s direct team.

Adding process for the sake of it is never a good thing, but my take on this is that it’s a good move by O2 to bring some consistency to how customers are handled during upgrade – and that IS a good thing.

[Via: mobilenewscwp.co.uk]