Project 1 User guidance document

Project 1 Key Pillars  Systems Flagging IVR treatment - to agent straight away - Priority No historical data at all - new on our CRM Database info availability- how was this database mapped to our CRM Beam access  On-boarding pack All communications Definition of the service experience Training - Agent on-boarding and customer on boarding FAQ Escalation process  DR Emergency message sms base of the nature of the issue (arrange script) or base data base specific emergency message (Dynamic routing option) Additional staff to logon and take calls in emergency mode - Entire CS Team Social media (pro-active communication) - Harshana Critical services (what transactions and agent scripting)

Systems Flagging You will notice that one the landing page under the customer tab, you will see the Nashua logo just underneath the segment of the customer, the logo will look as follow; This is how you will identify the Nashua Cell C base. This base will also be flagged as “Premier” for the first 3 months to get through to a consultant immediately. IVR treatment The Nashua Cell C base will be prioritized to come through to the front of the queue when they came though on our IVR on the number as they will be flagged as “Premier”– reason for this is to give these customers a pleasant experience when dealing with Autopage for the first time No historical data: There will be no historical data at all - new on our CRM – Please refer to our scripts in the pack See on database what info is available: Customer name, surname, id number, banking details, address, package, services active. How was this database mapped to our CRM – Exactly as any new customer will all the above info on BSCS as well. BEAM access All staff will receive Beam training and access during November – If there are any delays during the integration, staff will only be allowed to hard/ soft bar lines directly on Beam and normal service desk process to be followed with all other transaction types

On boarding Pack All communications – Will be placed on SMART as soon as we get the go-ahead for staff to view for reference Scripts is available within this pack Please also refer to the entire training slides that you received training for on SMART

On boarding Pack - Continue Service Experience Customers can log onto and log any enquiry on-linewww.autopage.co.za On-line team will receive these enquiries and attend to them within 24 hours Customers can also contact us on , call will be prioritized in the IVR to go to the front of the queue to enhance the customer experience (only applicable for November and December and January 2015) Customer will be greeted in a friendly welcoming manner when they call us the first time We will acknowledge over the phone that the customer is an Nashua Cell C customer that moved over to our base and make them feel part of the Autopage family Ensure that you call customer back if promised to do so and provide the turn-around- time

On boarding Pack - Continue Assessments will be done on the entire Nashua Cell C integrations to ensure all staff are comfortable with how to deal with these customers – Assessments dates 24 th and 31 st of October Staff to refer to business comms when we might receive calls before 1st November Training - Agent training taking place between the 13 th -16 th of November with all CS, Retention and Credit Control staff to ensure all staff know how to deal with these customers

On boarding Pack - Continue FAQ – Please refer to SMART for all info regarding the FAQs under the Nashua Cell C Base FAQ topic on the right hand side under the quick reference guide Escalation process – Existing escalation processes will be followed per area

On boarding Pack - Continue Escalation process for Autopage consultants to Nashua Mobile

On boarding Pack - Continue Process for Nashua Escalations post 31 st October 2014 – 1 st December Nashua to log onto our website and log the escalation on our website enquiries option for the period 31 October 2014 – 1 December They need to enter the cell phone number and also “Nashua Escalation” on the subject line 2. Website escalations will be attended to by the On line team during this specified period 3. As from the 2 nd of December assistance will be done via or by logging an enquiry on our website on

Call Scripts

Call Scripts: DR

Call Scripts

Call Scripts - DR

Call Scripts: DR DR IVR Dynamic Routing and SMS script: Dear Customer, please be aware that we currently experience technical difficulties, and we are working on a resolution. We do apologize for the inconvenience caused Leon and Shawn to load message on IVR CS to inform Marketing of issue and Marketing to create comms and send to Cerebro Inbound Operations Channel staff to assist with volumes