Index Process Description Business Rules Role Players Script guidelines Process and Escalation
Process Description This process describes how customers’ enquiries regarding general information requests are handled. These requests include: Altech Autopage Banking Details Retail Store Location Retail Store Operating Hours
Business Rules The following Business Rules need to be adhered when dealing with a customer’s enquiry on general service information. Customer verification For this process, CV-1 verification is required; ID number Name & surname MSISDN
Role Players Department/ Role PlayerTitleFunction Customer Service Call Centre Agent/ Team Manager Fields customers calls regarding service/account related queries Online SupportAdministrator Fields customers on-line enquiries regarding service/account related queries Retail StoreRetail Staff MemberFields customers enquiries regarding service/account related queries
Script guidelines ActionAgent Response CV-1 verification required Perform CV-1 verification including: ID number Name & surname MSISDN Attempt to resolve queryAttempt to resolve query using FCR guidelines Non-FCR query Escalate to relevant team manager using standard escalation process. Advise customer of: Escalation process Associated turn-around times AdministrationUpdate SSS ticklers with call information
Customer contacts Altech Autopage to enquire about banking details or retail stores operating hours Agent Verifies customer with CV-1 verification Email to service@autopage Retail Outlet Call Centre E-Desk administrator contacts customer telephonically CV-1 Successful? Advise customer of verification requirements and update SSS. Process Flow – Altech Autopage Banking Details & Retail Stores Operating hours Agent advises customer of requested information as displayed on SMART and updates SSS Escalation Customer lodges an escalation using an APC Touch Point Agent Verifies customer with CV-1 verification Email to service@autopage Retail Outlet Call Centre E-Desk administrator contacts customer telephonically CV-1 Successful? Advise customer of verification requirements and update SSS ticklers Agent/ Administrators attempts to resolve query as FCR Query resolved successfully? Feedback to customer with resolution and update SSS Tickler Escalate to line manager/ senior manager
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