Customer calls into Call Centre with SIM Swop request Agent / Administrator verifies customer with...
3
Customer calls into Call Centre with SIM Swop request Agent / Administrator verifies customer with CV-2 verification CV-2 verificati on successful ? Yes No Customer calls into Call Centre with SIM Swop request Customer emails SIM Swop request to service@autopage E-Desk administrator contacts customer telephonically Advise customer of verification requirements, SIM Swop process & update SSS Call Centre/E- Desk: Does customer have SIM on hand? Retail: Agent issues customer with new SIM. Customer fills in SIM Insurance form where applicable No Refer customer to nearest Retail Outlet Yes Agent activates new SIM on SSS Request is logged on BSCS
-
Upload
samson-reynolds -
Category
Documents
-
view
212 -
download
0
Transcript of Customer calls into Call Centre with SIM Swop request Agent / Administrator verifies customer with...
Customer calls into Call Centre with SIM Swop request
Agent / Administrator verifies customer with CV-2 verification
CV-2 verification successful?
Yes
No
Customer calls into Call Centre with SIM Swop request
Customer emails SIM Swop request to service@autopage
E-Desk administrator contacts customer telephonically
Advise customer of verification requirements, SIM Swop process & update SSS
Call Centre/E-Desk: Does customer have SIM on hand?
Retail: Agent issues customer with new SIM. Customer fills in SIM Insurance form where applicable
No
Refer customer to nearest Retail OutletYes
Agent activates new SIM on SSS
Request is logged on BSCS
Request is logged on BSCS
Request successful?
Yes
No
Manually processed by Admin Support team
Request is logged on Network System
Request successful?
Yes
No
SIM Swop Escalation
Yes
No
Agent / Administrator attempts to resolve query as FCR
Feedback to customer with resolution & & update SSS tickler
Query resolved?Yes No
Customer lodges an escalation using an APC touch point
Agent / Administrator verifies customer with CV-2 verification
CV-2 verification successful?
Advise customer of verification requirements & update SSS ticklers
Agent / Administrator sends escalation to Autopage [email protected] email queue & advise customer of TAT’s
Query is logged on SSS work queue
Administrator investigates & resolve query
Query resolved successfully?
Yes
Escalates to Manager / Senior Manager until resolved
No
