02 — Capability · BC-1450.40
Bill Presentment & Inquiry
Deliver bills subscribers can read in the format they chose, show the usage behind each charge, and resolve billing questions quickly and consistently.
- Bill Presentation
- Billing Inquiry
- Electronic Bill Delivery
In scope
- Bill layout, paper and electronic delivery
- Itemized usage and charge detail
- Resolving questions about specific charges
Out of scope
- General contact handling for non-billing issues (see BC-450.20)
- Payment collection and dunning (see BC-250.30)
Decomposes into · 3
- BC-1450.40.10Bill Format & DeliveryLay out bills so charges are easy to follow and deliver them on paper or electronically as each subscriber prefers.
- BC-1450.40.20Itemized Usage DetailShow subscribers the calls, sessions and purchases behind each charge so they can check the bill themselves.
- BC-1450.40.30Billing Inquiry ResolutionExplain charges, confirm or correct them and close billing questions on first contact where possible, feeding repeat causes back to billing.