SSS Manual (staff)

8/7/2019 SSS Manual (staff)

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ALTECH AUTOPAGE CELLULAR

SSS

SSS – Subscriber Service System

INTRODUCTION TO THIS MODULE

The aim of this module is to introduce learners to the Subscriber Service System

This module is full of information, hits and tips that a staff member would need to do

their job on a daily basis here at Altech Autopage Cellular

This will impact our company and customer if the trainee learn and understand thesystems it will better their performance in their team and in the center

Let’s take a look at this SSS module.

MODULE OUTCOME

On completion of this module, you should be able to (explain in broad terms what the

outcome of this module is – Understanding alone is not enough, how can they apply theknowledge and skills).

Before we start with the content of this module, let’s determine what you should be able

to know and/or do on completion of this module.

SPECIFIC OUTCOMES OF THIS MODULE

The Specific Outcomes consist of knowledge, skills and attitudes you need to have

mastered when you have completed this module.

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SSS

The specific outcomes of this module are to:

1. EXAMPLE: Identify the Regulator and describe its core functions in relation to the

other role players in the communications industry.

2. List at least three specific outcomes.

3. Always starts with a verb (a do word).

4. Specific outcomes should always form the basis of the Module checklist: Can you:

Identify the Regulator and describe its core functions in relation to the other role

players in the communications industry?

MODULE CONTENT

This module consists of seven (7) themes, namely:PAGE

1. Subscriber service system 3 - 5

Subscriber info tab 5 - 8

Account info 9 -10

Fax and email 11

User info 12

History 13

Retention 14

Ticklers 15

Network Request 16

Contract 17 - 18

2. Loading a Request 19 - 28

1. SUBSCRIBER SERVICE SYSTEM

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SSS

Enter in your username and password and press logging

NB* do not give out your username and password to any other staff member

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SSS

This is the SSS main screen, on the left is a list of operations that you can perform in the

SSS system

Capture Request: enter a clients Account

Find Request: find a request that was loaded for the client

Find Document: Look-up the subscriber agreement and ID of the client

Refresh Activities: Clear screen

Equipment Tracking: this get used for repairs

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SSS

Enter one of the following of the client: Cell number, Account number or ID number

1.1 SUBSCRIBER INFO TAB

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SSS

Here you will see the information of the client

A. The “Market field” will give you info what the status the customer is

1. Consumer / Individual / Corporate etc…

2. Gauteng / Region the client is staying in

3. Platinum R1000+ / Brons, silver, platinum etc…

4. Pre-Approved 2nd line

B. The “Don’t Spam Me” field will only be used when receiving such complaints,

you are then required to select the methods available under the “Don’t Spam Me”

section” to ensure we don’t spam these customers again in future.

There are three options available i.e. “SMS”, “Email” and “Phone” to select from

and the “Any Method” options is available if the customer wants all three options

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SSS

selected. These systems will also generate a tickler for future references with the

agent’s name.

C. The Robot will show if the line is active, suspended or deactivated

D. Will give you personal information of the customer e.g. phone numbers, home

address, ID number

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Active

Pending Activation

Pending Suspension

Suspended

Deactivated

Active but pending Deactivation




SSS

One of the most important applications in the SSS and Customer service is the tickler or

the notes that you make when interacting with a customer

NB* when writing a tickler always be professional and refrain from SMS language

A. Select what the query was about e.g. migration

B. What about the migration e.g. failed migration

C. Here you give a description what you did to assist the customer and to help you

fellow staff members if they speak to the customer again to see what you did to

assist

D. Select “write tickler” after you have completed all the boxes

1.2 ACCOUNT INFO TAB

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SSS

Please find the abbreviations you could get on the Invoices and Payment screens

Type of Invoice entry

IN Invoice

CM Credit Memo

CO Cash on Account

FC Adjustment

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Current Balance:

This displays the amount of

the credits or debits of thecustomer .

Last Bill cycle on:This displays the date of thelast bill cycle resulting in an

invoice for the customer.

Unbilled Amount:This displays the currently

unbilled amount.NB.: This not real time




SSS

Payments of Payment entry

CA Cash Entry

CL Balance Advance Payment

CO Cash on Account

WR Write Off

CG Cash to general ledger

RV Bounce

TO Transfer Out

TI Transfer In

FC Adjustment

DP Deposit

DR Deposit Refund

CN Credit Note

PR Payment Refund

1.3 FAX / EMAIL FORM TAB

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SSS

If a client looks to add services to his account or want to apply for a ADSL line you can

send the forms from this screen to the clients email or fax line

1.4 USER INFO TAB

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SSS

We all know that some of our subscribers have more that one contract with AAPC but

they are not the users of the phone, with this screen you can update the users of the phone

1.5 HISTORY TAB

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SSS

Here is a list of request that a subscriber has requested to be activated shows the time and

dates and request numbers

A. Request / Reference number

B. Request type shows that if it was a walk in or a phone in

C. Customers MSISDN

D. With who was the query logged by

E. What the customer requested for

F. Date and time that the request went thru

1.6 RETENTION TAB

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SSS

This tab shows you the upgrade / retention history of the customer

1.7 TICKLER TAB

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SSS

Remember that we stated, that the one of the most important things to-do is a tickler, here

you can search for tickler that got made by other staff members and you can also see

what the client usually phone in for

A. This is the search function for the Ticklers where you can search for the different

notes that was made

B. Tickler list

1.8 NETWORK REQUEST TAB

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SSS

Should require info on any network transaction that took place on the Customers account

click on Network Request

Please see below what every column means:

Entered on: The date that the request was entered on the system.

Due Date: The date the request will be valid.

Action: Description of the request transaction to the switch, e.g. activation,

deactivation, suspension.

1.9 CONTRACT TAB

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SSS

This screen shows you the information of the contract

A. Customer info – shows you information of the Customer

B. MSISDN info – shows info of the simcards and contracts that the customer had

C. Contract info – shows when the contract was activated

D. Usage info – shows usage on the line e.g. phone calls, SMS and Data usage

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SSS

E. Monthly fee – shown your monthly subscription

F. Value Added Services – shows you what VAS the customers has active on his

line

2. LOAD A REQUEST

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SSS

Note that you have to be in the “Subscriber info” tab to load a request

Select the “continue” button in the Subscriber info tab to load a request

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SSS

This client has requested that you activate a value added service, so tick in the block next

to the value added service block.

After ticking the box select the create task button

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SSS

Here the systems tells you that you are going to activate a service for the client, to

proceed select the “edit” link

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SSS

Here the system will display a list of all the value added services that Altech Autopage

Cellular offer, this is your change to sell some VAS

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SSS

After selecting a VAS for the customer an information block will pop-up and will give

you info on the product and important info you must give the customer.

Last step select the click on the “close” button

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SSS

After selecting the VAS for the customer you can proceed by clicking “next step”

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SSS

Here the system is telling you what value added service you are activating and how much

service. If everything looks in order you can select “next”

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SSS

Here you need to send a customer a VAS form or you can email it.

After entering his details you can select “submit”

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SSS

The request has been submitted and you can give the request or reference to the customer

NB* remember that the client will receive the request number on a SMS

NB* Did you know the request number has a meaning?

A – Autopage S – Supercall P – Business Partner

7 - For the year 2007

08 - For the month August

29 - For the Day 29th

667 - Number of request that have been submitted for the day

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SSS

MODULE REVIEW

In this module you have learnt how to use the SSS system to its fullest, load a request

The more you know about the industry and the respective systems, the better you wouldbe placed to interact and service the customers of Altech Autopage Cellular.

SSS Manual (staff)

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