Account Payment

Index Process Description Business Rules Role Players Script guidelines Process and Escalation

Process Description This process describes how a customer’s enquiry regarding an account payment is handled.

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 ServiceCall Centre Agent Fields customers calls regarding service/account related queries Online SupportAdministrator Fields customers on-line enquiries regarding service/account related queries Retail StoreStaff 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 Information sharing Advise customer of:  Payment methods  Banking detail  Fax number for PoP (011)  Inclusion of cell phone number as reference number Attempt to resolve query  Attempt to resolve query using FCR guidelines  Should there be an account query resulting from unbilled usage, please refer to Accounts support process 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 an account payment Agent Verifies customer with CV-1 verification to Retail Outlet Call Centre E-Desk administrator contacts customer telephonically CV-1 Successful? Advise customer of verification requirements and update SSS. Process Flow – Account Payment Agent advises customer on amount due as displayed on SSS Escalation Customer lodges an escalation using an APC Touch Point Agent Verifies customer with CV-1 verification to Retail Outlet Call Centre E-Desk administrator contacts customer telephonically CV-1 Successful? Advise customer of verification requirements and update SSS Agent/ Administrators attempts to resolve query as FCR Query resolved successfully? Feedback to customer with resolution and update SSS Tickler Refer to Trace payment process