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 e-mail 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)

SystemsFlagging

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 0861232424 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 - ContinueService Experience

• Customers can log onto www.autopage.co.za and log any enquiry on-line• On-line team will receive these enquiries and attend to them within 24 hours• Customers can also contact us on 0861232424, 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 24th and 31st of October• Staff to refer to business comms when we might receive calls before

1st November• Training - Agent training taking place between the 13th -16th 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 - ContinueEscalation process for Autopage consultants to Nashua Mobile

On boarding Pack - ContinueProcess for Nashua Escalations post 31st October 2014 – 1st December

2014

1. Nashua to log onto our website www.autopage.co.za and log the escalation

on our website enquiries option for the period 31 October 2014 – 1 December

2014. 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 2nd of December assistance will be done via 0861232424 or by logging

an enquiry on our website on www.autopage.co.za

Call ScriptsFirst Time Script:

Consultant Mr. / Mrs. ________ I noticed this is your first call to Altech Autopage. Welcome to our family, I trust that you will enjoy your dealings with us. How can I be of assistance to you today.

Client request VAS:

Client Requesting VAS (data bundle, any other VAS) to be loaded on the account Consultant Mr. / Mrs. ___________ the integration of the Nashua numbers is still in progress

therefor there will be a delay with activation of the VAS. We do apologize for the inconvenience, our IT department is currently working on this as a high priority in speeding up the process. Kindly provide me with your cell number?

Client MSISDN Consultant (Log the activation of VAS on Service Desk) Please take down the reference

number for the activation of ______ Client No, thank you Consultant Thank you for calling and please stay on the line to rate my service, Goodbye.

Transfer to 9919

Call Scripts: DR

Client request Sim Swop:

Client I have received a new sim card and would like to activate it Consultant Mr. / Mrs. ___________ the integration of the Nashua numbers is still in progress

therefor there will be a delay with activation of the Sim Card. We do apologize for the inconvenience, our IT department is currently working on this as a high priority in speeding up the process. Kindly provide me with your cell number?

Client MSISDN Consultant (Log the activation of Sim Swop on Service Desk) Please take down the reference

number for the activation of ______ Client No, thank you Consultant Thank you for calling and please stay on the line to rate my service, Goodbye.

Transfer to 9919

Call ScriptsMy Account is in arrears:

Client My account is in arrears and I need to make a payment arrangement Consultant Mr. / Mrs. ___________ due to the agreement signed with Nashua we do not

have any access to previous billing and unable to view any historical information. Nashua have a team available to assist you in this regard. Please contact them on (Consumer) 011 207 8292 or smsr@nashuamobile.com (Corporate) 011 207 8295 or Corporatecredit1@nashuamobile.com

Client Not a problem, thank you for confirming this Consultant Is there anything else I can assist with? Client No, thank you Consultant Thank you for calling and please stay on the line to rate my service, Goodbye.

Transfer to 9919

Call ScriptsNo Historical data Script:

Client I have a billing dispute months prior to 1 November 2014 Consultant Mr. / Mrs. ________ we are unable to view any historical billing information prior

to the 1 November 2014. I will be logging a dispute for you with Nashua and provide you with a reference number. Steps to follow: Send an email to supportdesk@nashua-communications.com Subject box: Enter the client cell number which the dispute is on. Ask the client what is the specific period they are disputing the bill? What on the bill are they disputing? Ask the client for an alternative contact number and email address

Consultant Please take down the following reference number______. You will receive feedback within the next (provide the client the TAT which will be on the response email with the reference number)

Client Not a problem, thank you for confirming this Consultant Is there anything else I can assist with? Client No, thank you Consultant Thank you for calling and please stay on the line to rate my service, Goodbye.

Transfer to 9919 Escalation Contact Number: 010 223 1777 – should we still didn’t receive any feedback out of TAT

Call Scripts - DR

DR Script: Reporting phone lost/stolen:

Client I want to report my phone stolen Consultant Mr. / Mrs. ___________ kindly provide me with the number you want to block? Client MSISDN Consultant Confirm the MSISDN with the client while suspending the line on BEAM. Your line

been suspended on the network for outgoing calls. Could you kindly provide me with the IMEI to enable me to blacklist the handset and provide you with an ITC reference number. (Blacklist the phone on transunion) Please visit one of our Altech Autopage Cellular stores close to you for a Sim Swop. Kindly take your ID and recent proof of residence with for RICA purposes. (These numbers should be kept at 1 centralized TM, and on COB send to Ferdie)

Client No, thank you Consultant Thank you for calling and please stay on the line to rate my service, Goodbye.

Transfer to 9919

Call Scripts - DR

DR Overall Script 4th November:

Client Client phoning in for any assistance or details on the current account Consultant Mr. / Mrs. ___________ due to the agreement signed with Nashua the migration

is taking place today and we will only be able to view your information from tomorrow 5th November. Therefor we are very limited and will only be able to suspended lost/stolen handsets. We do apologize for the inconvenience.

Client Not a problem, thank you for confirming this Consultant Thank you for calling and please stay on the line to rate my service, Goodbye.

Transfer to 9919

Call Scripts: DRDR 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 CerebroInbound Operations Channel staff to assist with volumes