Customer calls into Call Centre OR walks into Retail Store OREmails service@autopage regarding a debit order that was not honoured

Agent verifies customer with CV-1 verification

CV-1 verification successful?

Advise customer of verification requirements and update SSS ticklers SS

S

Current and Arrear Accounts Collections

Debit Order Rejection – Inbound Call Customer willing to pay - YES

Yes

No

Is customer still willing to pay?

Yes

Agent advises customer of available options

Immediate payment OR Make payment arrangement?

Agent advises customer of process & soft bars the line

Payment Arrangement

Payment arrangement process applies

Manual OR Electronic method?

Immediate Payment

Manual

Agent advises customer of soft-bar process, supplies customer with APC Bank details & update SSS tickler

Electronic

Same Day; Double Debit OR Online Credit Card Payment?

Same Day Debit

Double Debit

C/Card Payment

Agent captures Same Day Debit on SSS & advises customer that debit will be effected within 24hrs

Agent applies Immediate C/Card payment process

Agent captures Double debit & advises customer of debit order date & that the line will remain soft barred until payment is made

Agent calls customer to enquire why Debit Order was not honoured

Outbound Call

Is customer the account holder / payment responsible?

Supply agent with account holder / payment responsible contact details

Customer calls into Call Centre OR walks into Retail Store OREmails service@autopage regarding a debit order that was not honoured

Agent verifies customer with CV-1 verification

CV-1 verification successful?

Advise customer of verification requirements and update SSS ticklers

SSS

Current and Arrear Accounts Collections

Debit Order Rejection Customer willing to pay - NO

Yes

No

Is customer still willing to pay?

No

Customer disputes / queries amount or refuses to pay?

Refuses to pay

Agent advises client of process & soft/hard bars line on SSS

Handover process applies

Dispute OR Queries

Agent advises customer of process & soft bars the line

Account Query process applies

Inbound Call

Outbound Call

Customer calls into Call Centre OR walks into Retail Store OREmails service@autopage to make a payment arrangement

Agent verifies customer with CV-1 verification

CV-1 verification successful?

Advise customer of verification requirements and update SSS ticklers

SSS

Current and Arrear Accounts Collections

Payment Arrangement: Account in arrears

Yes

No

Agent verifies account info & advises customer of outstanding amount as displayed on SSS

Does customer accept amount?

Customer disputes / queries amount or refuses to pay?

Refuses to pay

Agent advises client of process & soft/hard bars line on SSS

Handover process applies

Dispute OR Queries

Agent advises customer of process & soft bars the line

Account Query process applies

Yes

Customer sets up the Payment arrangement

Agent advises customer of process & soft/hard bars line on SSS

Agent captures Promise to Pay on SSS & confirms / updates customer contact & bank details

Promise to Pay follow up process applies

Inbound Call

Agent calls customers to advise of outstanding amount as displayed on SSS

Outbound Call

Agent calls to remind customer on the PTP made

Current and Arrear Accounts Collections

Promise to Pay – Follow up process

Yes

No

Agent confirms amount to be paid, APC bank details & request customer to send Proof of Payment

Is customer still willing to pay?

Customer disputes / queries amount or refuses to pay?

Refuses to pay

Agent advises client of process & soft/hard bars line on SSS

Handover process applies

Dispute OR Queries

Account Query process applies

Agent calls customer to enquire why payment was not honoured

Current and Arrear Accounts Collections

Broken Promise to Pay – Follow up process

Yes

No

Is customer still willing to pay?

Customer disputes / queries amount or refuses to pay?

Refuses to pay

Agent advises client of process & soft/hard bars line on SSS

Handover process applies

Dispute OR Queries

Account Query process applies

30 Day or 60 Day account?

60 Days

Agent advises customer of Handover process should customer fail to pay within 48 hrs

Agent captures New Promise to Pay on SSS & confirms / updates customers contact & bank details

30 Days

Customer sets up New Payment arrangement

Agent advises customer of process & soft / hard bars line on SSS

Agent advises customer of Handover process should customer fail to pay the 2nd time

Agent captures New Promise to Pay on SSS & confirms / updates customers contact & bank details

Customer calls into Call Centre OR walks into Retail Store OREmails service@autopage to lodge an Escalation

Current and Arrear Accounts Collections

Escalations

YesAgent verifies customer with CV-1 verification

CV-1 verification successful?

Advise customer of verification requirements and update SSS ticklers

SSS

No

Agent attempts to resolve query as FCR

Query resolved successfully?

Yes

Feedback to customer with resolution & update SSS tickler

No

Retail Store

Advise customer of process & transfer to Collections

Call Centre

Advise customer of process & logs query on SSS / Partner Portal

Emails

Escalate query to Collections

Agent attempts to resolve query

Query resolved?

Yes

Feedback to customer with resolution & update SSS tickler

No

Escalate to Manager / Senior Manager until resolved

Agent attempts to resolve query

Call Centre

Agent Escalates query to Collections

Retail Store

Log is received via SSS / Partner Portal