Product Training and Information Pack: Telecom Sales Titan Telecom Limited – Confidential 1

Product Training and Information Pack: Telecom Sales

Titan Telecom Limited – Confidential1

Index1. Industry2. Customers3. Company4. Key Customer Benefits of Titan5. Telecom Products6. Customer Contracts -Verbal7. Pricing8. Order Management Process9. Billing & Invoices10. Buyer BehaviourTitan Telecom Limited – Confidential

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Industry• De-regulation• Past service issues• WLR3• Titan’s relationship with BT• Customers making the switch• Telephone Preference Service (TPS)• Customer Complaints• Sales Code of Conduct

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De-regulation•Before De-regulation the General Post Office(GPO) had a total monopoly on all UK telephone services.

•Early 1980’s–Telecom part of GPO separated–BT formed during Margaret Thatcher’s privatization programme–BT plc floated and moved into the private sector

•1984–First competition introduced to telecoms market as Mercury awarded 7 year licence

•1991–BT and Mercury’s duopoly ended–Other companies allowed to buy network capacity to sell to own customers

Titan Telecom Limited – Confidential4 Back to Industry

•1994–Market opens fully–250 Operator licences granted to companies such as Cable and Wireless to develop own direct access network–Others used indirect access methods such as prefix numbers and auto dialers(Least Cost Routing)

•Aug 2002–Carrier Pre-Selection(CPS) replaced least cost routing as preferred method of switching

providers

•Late 2003–Whole sale Line Rental(WLR) introduced–Companies like Titan allowed to compete fully with BT Retail

•2006–Local Loop Unbundling(LLU) introduced–Multiple telecommunications operators able to use their own equipment in local exchanges, disconnecting lines from BT Openreach’s network

•2010–Over 60% of businesses in the UK are still supplied by BTRetail


Past service issues•Some customers experienced poor service in the 1990’s when they had to use BT for their lines/network services and another provider for their calls. This sometimes led to ‘finger pointing’ when a customer experienced a fault

•Small businesses used to have to plug their phones into small boxes called ‘auto diallers’ or manually dial access codes in order to save money on their calls. Since Carrier Pre-Selection(CPS) was introduced in 2002 this is no longer the case as this function is managed at the BT exchanges

•Since 2003 companies like Titan have been able to offer line rental and network Services as well as calls, therefore a customer no longer needs to continue to deal with BT

•With the introduction of WLR3 from BT Openreach all telephone companies use the same systems as BT Retail and so can compete on a level pegging


WLR3

•Titan Telecom now use the same systems as BT Retail to order and manage services from BT Openreach

•Key customer benefits

–Set customer expectations better

–View ‘live’ data on BT’s systems

–Have equal access to BT engineer ‘appointment books’

–More automation equals less human error

–Receive immediate updates(including delay notifications)


Titan’s relationship with BT•You have an obligation to ensure that the customer fully understands the relationship between Titan and BT•Misrepresentation will not be tolerated•Titan is an independent company and is not part of BT•BT plc is now split into four separate businesses:

–BT Retail–Provides UK customers with services and sends them bills. This is Titan’s main competitor, they still have over 60% of the UK business market–BT Global Services– Provides international and multi-national customers with services and sends them bills–BT Wholesale– Maintains the national network–BT Openreach–Maintains the local network, including end customers’ lines. BT engineers, who repair customers’ faults, work for BT Openreach

•Titan purchases products from BT Wholesale and BT Openreach, in exactly the same way as BT Retail•The telephone services supplied by Titan are the same as those supplied by BT Retail•Titan rely on BT Openreach engineers to fix and maintain our customers’ supply, which gives our customers added confidence in our services


Back to Industry

Titan’s relationship with BT


Customers making the switch•They will keep the same telephone number and line

•They will experience no interruption to service

•No new equipment will be required

•Their services will transfer to Titan on a “like for like” basis, any additional network services they currently have such as call waiting or call divert will transfer automatically

•Customers’ phone bill will be lower

•Customers’ call one number for all of their fixed line, calls and broadband needs with a professional UK call centre


TPS(Telephone Preference Service)The TPS* service is a service which customers can join in order that they do not receive unsolicited sales or marketing calls.

If a customer advises they are TPS* registered you must apologize for calling them and terminate the call immediately.

*All the numbers we are calling are TPS/DNC/Cable filtered.*TPS is a free service in UK and anyone can get registered for this.


Customer Complaints •If a customer requests that you stop calling them you should report their details to your manager and we will try to put the details out of our calling data.

•If a customer wishes to make a complaint you should take the details of the complaint and ensure that they are passed to your manager.

•All complaints should be handled in a polite and professional manner.

•If a customer advises they are TPS* registered you must apologize for calling them and terminate the call immediately.

Back to IndustryTitan Telecom Limited – Confidential12

Sales Code of Conduct• Titan Telecom does not visit or make telephone calls to customers outside the hours of 8.00am to 8.00pm, unless at the customer’s request.

• Titan Telecom takes pride in its good reputation and expects its staff: To be courteous and professional at all times. To be factual and accurate. To be able to explain the products and services provided by Titan Telecom. To be aware of and comply with its sales and marketing code of practice. Not to misrepresent any services offered by Titan Telecom or other service providers shall explain the Company’s relationship with BT to customers in a clear and concise manner. shall inform customers, whenever appropriate, that the Company does not pay termination fees charged by customers’ existing suppliers. shall provide only accurate information relating to competitors’ tariffs and services. shall explain to customers that all of the Company’s tariffs are conditional upon payments being made by DirectDebit. shall exercise due care and diligence when explaining the Service and will not knowingly mislead customers, misrepresent the product in any way or use any unfair sales practices. shall provide customers with only factual information and will not offer opinions in relation to future prices of competitors’ telecommunications services.


• If any contact with a customer is inconvenient or unwelcome, discussions will be ceased immediately. Any customer who wishes to have no further contact from Titan Telecom can request the removal of their details from our marketing database by writing to: The Database Department, Titan Telecom, PO Box 844, Manchester, M22 4ZG.

•Titan Telecom provides all customers with an information booklet which provides details on the headline rates of the service and clearly displayed website address to find the full pricing details for Titan Telecom. Titan Telecom offers all customers a consolidation period, which is the period from entering into the agreement until approximately two working days before supply commences.All customers are made aware of this period. No cost will be applied for accepted cancellations during this period. Requests for cancellation should be made by telephone to the customer service department on 0844 257 0844, by writing to Customer Services, Titan Telecom, PO Box 844, Manchester, M22 4ZG, by facsimile to 0844 257 0845, or by email to [email protected].

• Cancellation requests outside of this period will be referred to the terms and conditions of the customers’ contracts. All Titan Telecom customers will receive a communication prior to the commencement of the switchover of service providers. This letter explains the customers’ right to cancel without cost during the transfer period. This communication will contain contact details for our customer services department, including the full postal address, telephone number, facsimile number, and email address.


Continued…… Sales Code of Conduct

mailto:[email protected]

CustomersWe are able to sign up:•Businesses

–Any entity which is conducting a trade•Limited Companies•Partnerships•Sole traders•Charities•Local government•Not for profit (Non-Profit) organizations

–There are over 2 million of these in the UK

•Target customers have 1-9 lines(PSTN (Public Switched Telephone Network), ISDN2(Integrated Services Digital Network), ISDN30) on a site.•Titan will also accept people who run a business from their home•No credit checks, no minimum call spends

Titan Telecom Limited – Confidential15 Back to Index

CustomersWe are NOT able to sign up:

•Residential/Domestic customers•Cable customers, including Virgin Media (now NTL and Telewest cables are also part of virgin media)•Customers in Hull, supplied by Kingston(K com)•Existing group customers (reserved customers)

–Unicom–Titan

•When you become aware that you are speaking with an existing group customer we expect you to:–Cease discussions

Back to IndexTitan Telecom Limited – Confidential16

Company•History•Vision & Core Values

•Policies•How Titan Supports Customers

•Customer Contracts Team•Award Winning Company


History•Titan Telecom is part of Universal Utilities plc (Public Limited Company), the Head Office is based in Manchester.•The company previously sold gas and electricity.•Since 1998 the group has saved nearly 3,60,000 UK businesses an average of £ 1,800 each, totaling nearly £ 650 million of savings.•Universal Utilities specializes in the small business market•We are privately owned and are the UK’s biggest independent telecoms provider with over 80,000 business customers•The company turnover to April 2009 was £ 44.5 million with a pre tax profit of £ 11.2 million•The company employs over 500 people•The company has regularly featured in The Sunday Times Fast Track 100, Profit Track 100 & Tech Track 100 lists•The company now signs a new customer every 3minutes

Back to CompanyTitan Telecom Limited – Confidential18

Vision and Core Values•Vision –Titan aims to sign-up 50,000 UK businesses by the end of 2011

•Values

–Quality –ISO 9001 Accredited

–Knowledge

–Professionalism –always tell the truth!

–Value for money –high quality, low cost


Policies•Confidentiality and data protection

•Sales code of conduct

–Don’t represent yourselves as being an employee of TitanTelecom

–No contact before 8 am or after 8 pm UK time, except by prior appointment

–Be able to explain Titan’s relationship with BT in a clear and concise manner

–Titan does not pay termination fees charged by customers’ existing providers


How Titan Supports Customers•One phone number– 0844 257 0844

•Opening hours 9 am – 6 pm Monday to Friday (except Bank Holidays)

•Care levels available(transferred on a “like for like” basis)

–Silver(standard)

–Gold(chargeable)

•Improved fault management due to benefits of using WLR3

•Multiple levels of security for improved Data Protection


Customer Contracts Team•The customer’s current provider should write to the customer notifying them of the transfer of the lines, and of any termination charges.

•If the customer expresses concerns about a termination fee they should be advised to contact our Contracts Team on 0844 257 0844, who will be able to advise the customer what they should do.

•All customers that request to cancel should be advised to call the Contracts Team on 0844 257 0844.

•Our Contracts Team deal with all pre live cancellation requests from customers, advise customers on what action to take with their current providers and raise any compliance issues that have been notified by customers regarding introducers.

•Our Contracts Teams do not contact other providers and negotiate contracts on behalf of the customer


Award Winning CompanyCustomer Service ExcellenceThis standard is only awarded to those companies that tests in great depth the areas research has shown are a priority for customers, focusing in particular on delivery, timeliness, information, professionalism and staff attitude.


Customer FirstThis is a national standard for customer service and is only awarded to companies who can demonstrate successful customer relationships, keen market awareness and the ability to recruit and develop the best staff for the job.

Investors In PeopleThis accreditation is an internationally respected and recognized mark of best practice in the training, developing and deployment of staff.

Key Customer Benefits of Titan•One company to cater for all fixed line, calls and broadband needs•One number to call for all customer service needs•One bill for all services•Seamless “like for like” transfer of their telecom services•Lowest cost lines & calls– guaranteed•No set-up fees– transferring lines to Titan is simple•One of the most financially stable providers in the market

•How can we provide such a great offer?–Regulation ensures a fair market–Efficiency– we are more efficient than our competitors–Competitive market–due to our scale we buy services at lower rates than most of our

competitors meaning that we can charge less to our customers


Telecom Products•Product Proposition & Philosophy•Website•Telecoms Brochure•Free 0845 Number•Connecting the Customer•Telephone Line Types•Network Features•BT Featureline•Other Information


Proposition & Philosophy•Proposition– Superior service, unbeatable prices

•Philosophy–Taking the 7 years experience of selling telecom products to SMEs and building a product to overcome all major objections–BT Openreach network

•A network you can trust–Price

•Lowest in the market•Price match guarantee

–Contract•No long term contracts, 1 year at a time•30 day no obligation trial

–Customer service•UK based (Manchester)•High quality

Back to Telecom ProductsTitan Telecom Limited – Confidential26

Website –Home Page

Back to Telecom ProductsTitan Telecom Limited – Confidential27


Telecom Brochure


















Important notes1. BT’s network is now available to all communications providers on an equivalent basis to BT.If you have a BT line your services can be transferred to Titan Telecom.2. There is no contractual commitment to Titan within the first 30 days of service allowing you to evaluate how good our services are. If you choose to leave Titan during the trial period you will be required to pay for service used during the period we supplied you, but there is no penalty for ending the agreement early.3. Prices quoted are pence per minute unless otherwise stated.4. Prices shown are for standard PSTN lines. For other prices please refer to www.titantelecom.uk.com5. Prices based on BT Standard Business rates, correct as published 1 April 2010.6. Calls are capped at the rates quoted for the first hour of a call. Calls longer than 60 minutes will be charged at the applicable rate after 60 minutes.7. Comparison based on a 30 minute call.8. Charged monthly in advance, minimum period 1 month and non-refundable.9. Titan calls are billed per minute and a connection charge of 2p applies to UK numbers starting 01, 02 and 03, 6p to mobiles and 3p to all other calls.10. All prices exclude VAT.

Titan Telecom Limited – Confidential46 Back to Telecom Products

http://www.titantelecom.uk.com/


Free 0845 Number• Any calls made to a customer’s 0845 number will be automatically directed to their Titan Telecom landline. The 0845 number is a totally free service, there are no rental costs and customers do not pay to receive calls. There are absolutely no operating costs at all• If customers move premises, the 0845 number stays the same• Customers are able to create a local profile for their business, regardless of their actual location• If a fault occurs the number can be quickly redirected• Customers gain all these benefits completely free of charge!There is absolutely no cost to the customer, see how we compare to BT:


Connecting the CustomerThere are different ways of supplying telecommunication services to customers, these consist of the following:

Indirect Access (IDA) – Calls only service – (We only provide customers on a line and calls basis)• This allows customers or their equipment to dial a prefix for outgoing calls, which allows the calls to be routed over their chosen service provider’s network

Carrier Pre-Selection (CPS) – Calls only service (We only provide customers on a line and calls basis)• This allows dialled calls to be automatically routed over the customer’s chosen service provider’s network without the need to dial a pre-fix or programme equipment.

Wholesale Line Rental (WLR)• The customer’s rental service and maintenance is supplied by their chosen service provider who has a contract with BT Openreach Calls will be routed to their service provider’s network by default


Local Loop Unbundling (LLU) – Calls, line rental, broadband• The customers’ line is disconnected from BT Openreach’s equipment at the local exchange and is reconnected to the customers’ new service provider’s network and equipment within the exchange bypassing the BT network• Customers with broadband will lose this service when transferred

Voice over Internet Protocol (VoIP) – (Cannot be transferred)• Where calls are transmitted over the internet, instead of using traditional telephone networks. A line and broadband connection are required. VoIP calls can be interrupted by internet traffic.

Cable Lines – (Can be transferred but a porting cost of £99.99 applies)• The customers’ line is provided by another network operator and does not use BT Openreach’s network e. g. Virgin Media

Titan Telecom will only provide customer on a Wholesale Line Rental basis


Telephone Line Types• Titan can supply the same lines as BT

– PSTN – single analogue line– Multiline – multiple analogue lines– ISDN2 – digital lines for small offices

• Customers can have one or multiple ISDN2 lines• 2 channels per ISDN2– ISDN30 – digital lines for big offices

• Customers can have up to 30 channels per ISDN30– BT Featureline

– We can not provide these on a “like for like” basis, therefore we ‘re-grade’ them to normal PSTN lines (see separate page)


Network Features• There are over 40 network features available on the BT Openreach network

• When transferring to Titan the customer will retain all the network features that they currently have on their existing phone line (except Featurelines – see next page)

• Most common features are:– Call Waiting- Warns you if another caller is trying to reach you when you're already on the phone.–Call Diversion- Divert incoming calls to either another landline or a mobile.–Call Sign- You have a second 'Call Sign' phone number that rings differently, without another line.–Ring Back- Saves you re-dialling an engaged number until the line is free.–Reminder Call- Set an alarm call.–3 Way Calling- Lets you speak to two people at two different locations on the same call in a three-way conversation.–Caller Display- You can see the number of the person calling you before you answer the phone.–Call Barring- Prevent your phone from making certain outgoing calls.


BT Featureline• What is it?–Featureline combines lines, network features and call pricing options to provide functionality similar to a simple PBX (telephone system), including features such as:

• Transfer calls between different phones (call transfer)

• Have different phones ring in a set order (hunt groups)–Most Featureline customers have a single line and do not use most of the line features, these customers can save even more money by switching to Titan as Featurelines have a higher monthly rental charge than normal PSTN single lines

• How can you indentify if someone has one?–Featureline customers have to press ‘9’ when making an outbound call and they don’t have a PBX (telephone system)


Other Information• Existing Broadband

–If a customer chooses to transfer their telephone lines to Titan but does not want to transfer their broadband they can do so and their existing broadband service will be unaffected (unless their current provider uses a Cable or LLU network)

• Payphones–Does the customer own it or rent it?–If they rent it then they need to call BT Payphones on 0800 115511 and ask for the payphone rental and line rental to be split onto separate accounts. After 24 hours of the account being split, Titan can transfer the telephone line

• Alarm lines, commonly called Redcare–We can take telephone lines which are used for alarms because the services remain on the BT Openreach network–We do not provide 24 hour a day cover which some customers will want for their alarm line

• Credit card lines/PDQ–We can take telephone lines that are used for taking payments on credit cards

•Remote call forwarding & Caller re-direct services–These are services provided by BT for when a business has left a supply address and they are either forwarding calls to a new office OR are playing a recorded message giving a new number to call –Both of these services are not transferrable from BT, these are not live lines


Customer Contracts Verbal

• Terms & Conditions Key Features–In Titan booklet–On the website

• Direct Debit• Verbal Contracts

–Direct Debit script–Telecom script


Terms & Conditions Key Features• Customers will be charged for line rental and calls at the stated rates. A full price list (including any updates) is shown at www.titantelecom.uk.com

• Customers agree to pay all invoices by Direct Debit. Customers will be charged a £10 administration fee for each invoice they do not pay by Direct Debit. Customers will be charged interest on any unpaid invoices

• The agreement with us is a one-year contract, which automatically renews at the end of each year for another year

• If customers wish to end their contract with us, they may do so at the end of any year of supply, providing they give us 3 months prior written notice

• If customers end their contract with us without giving us this notice, they will be charged a termination fee of £150 per line

Titan Telecom Limited – Confidential56 Back to Customer Contracts

http://www.titantelecom.uk.com/

Direct Debit• Our products are only available to businesses paying by Direct Debit for the duration of their contract. For our customers there are many benefits of paying Titan by Direct Debit, including the following:

–Substantial savings–No writing of cheques–No post involved–Payment covered by Direct Debit Guarantee–Invoice sent 14 days prior to debit–Ensures payment on time

• Each year in the UK over £300 billion is paid by Direct Debit by almost 40 million businesses and individuals. Direct Debit is now the acceptable and easy way to pay for services


Verbal Contracts• Before you start the recorded script, you will need to have gathered all of the relevant information, including:

–Business name–Billing address–Contact name, email address & mobile phone number–Whether the customer requires e-billing–Supply address/addresses–Details of what services are required at each site and of each telephone line including any call options, such as UK landline anytime–Whether the customer has any BT Featurelines or not–Bank details for the Direct Debit

• The full script must be recorded• Record the call until the customer hangs up


Direct Debit - Verbal• Before you begin the recording, you will need to obtain the customer’s bank account details• Make sure the sort code and account number are correct

Titan Telecom Paperless Direct Debit Script - April 2008

You agree to pay all invoices by direct debit.

Mr/Mrs ……..[LAST NAME] please confirm the bank account name…….[OBTAIN RESPONSE].

Can you confirm you are the account holder and that no other person is required to authorize debits from the account [OBTAIN POSITIVE RESPONSE].

Please confirm your sort code, account number, bank name and branch location ……..[OBTAIN DETAILS].

HAS THE CUSTOMER REQUESTED EBILLING?

Yes: Your bills will be available to view online at www.titantelecom.uk.com. We will notify you when your bill is ready to view by emailing [EMAIL ADDRESS].......is that address correct? [OBTAIN POSITIVE RESPONSE]

Your account will be debited no less than 14 days after the notification is sent.

No: As you have not chosen to take advantage of ebilling, your bills will be posted to you each month. We will debit your account no less than 14 days after the bill is sent to you.

The company name which will appear on your bank statement against the Direct Debit will be Titan Telecom. You will be sent confirmation of this Direct Debit Instruction agreement in the post along with the welcome pack. All Direct Debits are protected by a guarantee, the details of which will be confirmed in our welcome letter.


Telecom Script• Must be followed VERBATIM and recorded in full e.g.

– £9.99 per line per month– Learn the rates and quote them correctly

• Make sure that the customer makes a clear audible response where required

• Ensure you state the supply address with each telephone number

• If you have sold a new line installation then you must quote the appropriate price for the installation and obtain customer agreement

• Read out appropriate Call Options subscripts if applicable

• Allow the customer to ask questions if they wish to do so, then handle the objection and then move on


Pricing• See Telecoms product brochure

• Understand how each of the four Call Options work and use them where appropriate based on what customers tell you about the types of calls they make

• Full price list available for you and customers to download at www.titantelecom.uk.com/pricing–Page 3 of the pricing document is particularly useful for quick reference on line rentals, network services, etc.–Pages 5, 7, 8 & 9 outline the main call prices

• All pricing is exclusive of VAT• Telecoms

–In our marketing materials we show line rental at £9.99 per line per month. Although 99% of the lines we provide are charged at this rate, some line types are charged at slightly higher rates, this is for ISDN30 lines – see page 3 of the pricing document– Price match guarantee on any “like for like” offer


Order Management ProcessWithin 2 working days of order entry

–Contract is validated by Titan which results in either Titan’s acceptance of the order or itwill be passed back to sales, if further action is required–Verification call from Titan to the customer usually takes place within 2 working days oforder entry–Telecoms transfer order is placed with BT Openreach which takes 10 working days tocomplete

• ‘Welcome pack’ is usually dispatched to the customer within 2 working days after the verification call, this includes:

–Letter confirming order details & scheduled date of transfer–Titan brochure

• Customer goes live with Titan service–Average is 20 calendar days from the date the deal is entered


Billing & Invoicing

• Monthly billing approx 10th -12th of the month–Line rental & call options are billed monthly in advance–Calls are charged monthly in arrears–Direct Debit collection 14 days after invoice

• One page summary bill either by–Post–Email (if the customer opts for e-billing)

• Fully itemised information available in the ‘Customer Zone’ of the website


Buyer Behaviour• Frequently Asked Customer Questions (FAQ)

–Switching to Titan–Line Transfer & Call Costs–Faults, Invoices & Payments–Other Services & Moving


FAQ – Switching to Titan• What will change?

–The only changes are that you will find your telephone bills have reduced and you will need to contact Titan Telecom if you require technical assistance or customer care.

• Is there a charge for changing to Titan Telecom?–We do not make a charge for switching your supply to Titan Telecom. We will do everything required on your behalf to change you over to Titan Telecom completely free of charge.

• Can I keep my existing telephone number?–Yes, your existing number will not change. The advantage of this is that we can offer you exceptional savings, whilst you keep your existing telephone numbers. We can al so port most cable numbers to our network, but installation charges may apply.

• Will there be any loss of telephone service during the transfer?–No, your telephone service will change over without any interruption; all you will notice is a reduction in your telephone bill. All transfers are made on a "like for like" basis, so you can expect to keep exactly the same services you currently have.

• I am in a contract, can Titan Telecom help?–That will depend on the type of contract you have entered into. Most of the contracts we come across can be terminated with

28 days notice. Your existing supplier will provide a final bill and you must then come to a satisfactory arrangement with your previous supplier to discharge the debt. We will inform you of your start date with Titan Telecom. Nothing could be simpler. If

you pay your existing supplier by Direct Debit, don't forget to contact your bank to stop your Direct Debit payments.• I work from home, can you switch me over?

– Yes – so long as you are a business that works from home you can also benefit from the large savings.

Titan Telecom Limited – Confidential65 Back to Buyer Behaviour

FAQ – Line Transfer & Call CostsLine Transfer• Can Titan Telecom transfer my line if I have a digital or ISDN line?

–Yes• What if I have a switchboard or PBX System or a Versatility System?

–If you have a switchboard or PBX System or a Versatility System Titan Telecom can transfer the line rental and calls however the maintenance of your PBX or Versatility System will remain with the company you currently have a maintenance contract with.

Call Costs• What does call capping mean?

–Call capping gives great reductions in phone call costs. The first hour of any call will not cost above the capped rate. Calls longer than 60 minutes will be charged at the applicable rate after 60 minutes.

• Local and National Calls (01, 02 and 03 numbers) are capped at 9p• Calls to Mobiles (excluding 3 mobile) are capped at 29p• International Top 20 are capped at 19p• What are Titan Telecom call connection fees?

–Titan’s connection charges are 2p to UK numbers starting 01, 02 and 03, 6p to mobiles and 3p to all other calls.• How are Titan Telecom calls billed?

–Titan Telecom calls are billed per minute.


FAQ – Faults, Invoices & PaymentsFaults• What do I do if I have a telecoms fault?

–If you are unfortunate enough to experience a telecoms fault, telephone our Customer Service Team on 0844 257 0844. We will carry out live line tests and advise you on any simple equipment checks you can carry out yourself.–If following these checks the fault is still present then, following confirmation of any time related charges, we will liaise with BT Openreach engineers on your authority to rectify the fault as soon as possible, keeping you fully updated every step of the way. On certain occasions it may be possible to offer you a temporary call diversion facility.

Invoices• How will I be billed?

–Titan Telecom invoices its customers monthly, which allows you to budget more easily and spread the cost more evenly over the year. Line rental and network features are billed one month in advance (BT Retail normally bills three months in advance) and calls are billed one

month in arrears.• The invoice I have received is not fully itemized, how can I view a fully itemized invoice?

–You can view all your bills in our online Customer Zone. Register your account using the unique activation code on the invoice. Online services include full itemization of all calls and services, and account management tools to help you analyze your expenditure.

Payments• How do I pay my invoice?

–All payments are taken by Direct Debit. If invoices are not paid by Direct Debi t 14 days after the invoice date, then we will charge you £10.00 per month for administration costs.


FAQ – Other Services & MovingOther Services• Can Titan Telecom provide new lines?

–Yes, Titan Tel ecom can arrange for new lines to be installed. These lines will be added at the same reduced rates as any telephone lines you already have with us. New installations are charged at £99.99 per line, re-starts are charged at £35.00 per line.

• Are services such as Call Waiting available with Titan Telecom?–Yes, many network features are available, with 10% off BT Standard Business Rates for exactly the same features.

• Can I tailor my Titan Telecom call plan to suit my business needs?–Yes, you can combine as many, or as few, of the four Call Plans as you like. Each option costs £5 per line (or channel) per month.

Moving Premises• What do I do if I am moving premises?

–When you’re moving premises, it is important to give us as much notice as possible (at least 30 days). You should contact Titan Telecom and we will coordinate the transfer of supply to your new premises, arrange an engineer’s appointment and secure the retention of your telephone numbers wherever possible. If it is not possible to retain your numbers, we can offer effective solutions to ensure you never miss a call.


Documents

Product Training and Information Pack: Telecom Sales Titan Telecom Limited – Confidential 1