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Agent verifies customer with CV-3 verification No CUSTOMER/CONTACT CENTRE International Roaming/Dialing – Contact Centre Agent updates tickler notes &

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Presentation on theme: "Agent verifies customer with CV-3 verification No CUSTOMER/CONTACT CENTRE International Roaming/Dialing – Contact Centre Agent updates tickler notes &"— Presentation transcript:

1 Agent verifies customer with CV-3 verification No CUSTOMER/CONTACT CENTRE International Roaming/Dialing – Contact Centre Agent updates tickler notes & advises customer on verification requirements Yes Agent advises customer that the request can’t be activated due to account status Customer contacts Altech Autopage RE: International Roaming & Dialing Agent verifies if the accounts is on order Unsuccessful Successful Agent confirms if a deposit is required No Agent advises customer on the T&C’s Agent advises customer that a deposit is requires Agent provides banking details & advises customer that the service can only be activated upon receipt of deposit Agent advises customer to Fax ( ) OR proof of Fax/ steps to follow Yes

2 Agent advises customer to Fax ( ) OR proof of Agent contact customer & performs CV-1 verification ONLINE SUPPORT International Roaming/Dialing – Contact Centre Agent receives POP for International Roaming & Dialing Unsuccessful Agent updates tickler and advises customer on verification requirements Successful Agent advises customer on the T&C’s Agent loads International Roaming and Dialing Agent provides customer with code to unbar handset Agent provides customer with log reference and an estimated TAT OPERATION SUPPORT Fax Agent contact customer & performs CV-1 verification Unsuccessful Agent updates tickler and advises customer (call/sms) on verification requirements Successful Agent loads International Roaming & Dialing Agent contacts customer (call/sms) & provides customer with code to unbar handset Agent provides customer with log reference and an estimated TAT

3 Agent verifies customer with CV-3 verification CUSTOMER/RETAIL CONSULTANT International Roaming/Dialing – Retail Agent updates tickler notes & advises customer on verification requirements Customer walks into an Altech Autopage Retail store RE: International Roaming & Dialing Unsuccessful No Agent advises customer that the request can’t be activated due to account status Agent verifies if the accounts is on order Successful Yes Agent confirms if a deposit is required No Agent advises customer on the T&C’s Agent assists customer with completing International Roaming & Dialing forms Agent provides customer with code to unbar handset Agent uploads documents & provides customer with log reference and an estimated TAT Agent advises customer that a deposit is required Agent provides banking details & advises customer that the service can only be activated upon receipt of deposit Agent advises customer to Fax ( ) OR proof of Fax/ steps to follow

4 Agent advises customer to Fax ( ) OR proof of Agent contact customer & performs CV-1 verification ONLINE SUPPORT International Roaming/Dialing – Retail Agent receives POP for International Roaming & Dialing Unsuccessful Agent updates tickler and advises customer on verification requirements Successful Agent advises customer on the T&C’s Agent loads International Roaming and Dialing Agent provides customer with code to unbar handset Agent provides customer with log reference and an estimated TAT OPERATION SUPPORT Fax Agent contact customer & performs CV-1 verification Unsuccessful Agent updates tickler and advises customer (call/sms) on verification requirements Successful Agent loads International Roaming & Dialing Agent contacts customer (call/sms) & provides customer with code to unbar handset Agent provides customer with log reference and an estimated TAT

5 Customer s International Roaming & Dialing Request to Autopage Agent performs CV-3 verification CUSTOMER/ONLINE SUPPORT International Roaming/Dialing – Request Agent contacts customer Unsuccessful Agent updates tickler and advises customer on verification requirements Successful Agent confirms if a deposit is required Agent advises customer that the service can’t be loaded due to account status Agent verifies if the account is in order Agent provides customer with code to unbar handset Agent loads International Roaming & Dialing Agent provides customer with log reference and an estimated TAT No Yes No Agent advises customer on the T&C’s Yes Agent advises customer that a deposit is required Agent provides banking details & advises customer that the service can only be activated upon receipt of deposit Agent advises customer to Fax ( ) OR proof of Fax/ process follows on next page

6 CUSTOMER/ONLINE SUPPORT International Roaming/Dialing – Request Agent advises customer to Fax ( ) OR proof of Agent receives POP for International Roaming & Dialing Agent advises customer on the T&C’s Agent loads International Roaming & Dialing Agent provides customer with code to unbar handset Agent provides customer with log reference and an estimated TAT OPERATION SUPPORT Fax Agent receives Fax Agent performs CV-1 verification Successful Agent loads International Roaming & Dialing Agent contacts customer (call/sms) & provides code to unbar handset Agent provides customer with log reference and an estimated TAT Unsuccessful Agent updates tickler & advises customer (call/sms) on verification requirement

7 Customer faxes International Roaming & Dialing Request to Autopage Agent performs CV-1 verification CUSTOMER/ONLINE SUPPORT International Roaming/Dialing – Fax Request Unsuccessful Agent updates tickler and advises customer on verification requirements Successful Agent confirms if a deposit is required Agent advises customer (call/sms)that the service can’t be loaded due to account status Agent verifies if the account is in order Agent contacts customer (call/sms) &provides customer with code to unbar handset Agent loads International Roaming & Dialing as per request form Agent provides customer with log reference and an estimated TAT No Yes No Yes Agent contacts (call/sms) customer & advises customer on the deposit that is required Agent provides banking details & advises customer that the service can only be activated upon receipt of deposit Agent advises customer to Fax ( ) OR proof of process follows on next page Fax

8 ONLINE SUPPORT International Roaming/Dialing – Fax Request Agent advises customer to Fax ( ) OR proof of Agent receives POP for International Roaming & Dialing Agent advises customer on the T&C’s Agent loads International Roaming & Dialing Agent provides customer with code to unbar handset Agent provides customer with log reference and an estimated TAT


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