account payment. index process description business rules role players script guidelines process and...
TRANSCRIPT
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 & surnameMSISDN
Role PlayersDepartment/ Role Player Title Function
Customer Service Call Centre Agent Fields customers calls regarding
service/account related queries
Online Support Administrator Fields customers on-line enquiries
regarding service/account related
queries
Retail Store Staff Member Fields customers enquiries
regarding service/account related
queries
Script guidelinesAction Agent 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) 650 1936
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
Administration Update SSS ticklers with call information
Customer contacts Altech Autopage to enquire about an account payment
Agent Verifies customer with CV-1 verification
Email to service@autopageRetail OutletCall 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
Email to service@autopageRetail OutletCall 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