Customer calls into Call Centre Agent / Administrator verifies customer with CV-1 verification CV-1...
3
Customer calls into Call Centre Agent / Administrator verifies customer with CV-1 verification CV-1 verificati on successful ? Yes No Customer walks into retail store Customer emails to report Lost/Stolen Device E-Desk administrator contacts customer telephonically Agent advises customer of the required verification and updates SSS Agent logs the query on ICAP/ HP Service Desk and updates SSS with ref # Network provides feedback via trouble ticket closure Network Coverage Queries – Vodacom and Cell C Network investigates and contacts customer AAP Technical Support call center agent calls customer and confirms Network feedback
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Transcript of Customer calls into Call Centre Agent / Administrator verifies customer with CV-1 verification CV-1...
Customer calls into Call Centre
Agent / Administrator verifies customer with CV-1 verification
CV-1 verification successful?
Yes
No
Customer walks into retail store
Customer emails to report Lost/Stolen Device
E-Desk administrator contacts customer telephonically
Agent advises customer of the required verification and updates SSS
Agent logs the query on ICAP/ HP Service Desk and updates SSS with ref #
Network provides feedback via trouble ticket closure
Network Coverage Queries – Vodacom and Cell C
Network investigates and contacts customer
AAP Technical Support call center agent calls customer and confirms Network feedback
Customer calls into Call Centre
Agent / Administrator verifies customer with CV-1 verification
CV-1 verification successful?
Yes
No
Customer walks into retail store
Customer emails to report Lost/Stolen Device
E-Desk administrator contacts customer telephonically
Agent advises customer of the required verification and updates SSS
Agent transfers to Team manager
Team manager contacts customer to advise of reference number, TATs and updates SSS
Network Coverage Queries – MTN
Team manager calls MTN coverage department and updates SSS with reference number
AAP Technical Support call center agent calls customer and confirms Network feedback
Network provides feedback via trouble ticket closure
Network investigates and contacts customer
Yes
No
Agent checks for status on SSS/ Network’s systems
Feedback to customer with resolution and update SSS tickler
Feedback available?Yes No
Customer lodges an escalation using an APC touch point
Agent / Administrator verifies customer with CV-1 verification
CV-1 verification successful?
Advise customer of verification requirements & update SSS ticklers
Agent transfers call to THD (23780)
AAP Technical Support escalates to Networks account manager via email and advise customer of processes/ TATs
Network Coverage Queries Escalation
