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Customer contacts
Call Centre with an account query
Agent verifies customer with CV-2 verification
CV-2 verification successful?
Yes
No
Advise customer of verification requirements and update SSS
Agent attempts to resolve query as FCR
SSS
Query resolved successfully?
Yes
Advise customer of resolution & update SSS tickler
No
Advise customer of process with TAT’s & update SSS tickler
Back office support
process to follow …
Customer walks
into Retail store with an account query
Agent verifies customer with CV-2 verification
CV-2 verification successful?
Yes
No
Advise customer of verification requirements and update SSS
Agent attempts to resolve query as FCR
SSS
Query resolved successfully?
Yes
Advise customer of resolution & update SSS tickler
No
Advise customer of process with TAT’s & update SSS tickler
Back office support
process to follow …
Customer queries his/her account via
E-Desk administrator verifies customer with CV-2 verification
CV-2 verification successful?
Yes
No
Advise customer of verification requirements and update SSS
E-Desk administrator attempts to resolve query as FCR telephonically
E-Desk administrator contacts customer telephonically
SSS Query resolved successfully?
YesNo
Advise customer of resolution & update SSS tickler
Advise customer of process with TAT’s & update SSS tickler
Back office support
process to follow …
Query NOT resolved …
Query is logged on SSS work queue
Administrator investigates & resolves query
Query resolved successfully?
Yes
Credits/Refunds required?
Initiate Credit / Refund process
SSS
No
Escalate to Manager/Senior Manager until resolved
Yes
Feedback to customer via SMS / Email / Phone
No
Back office support
process …
Customer lodges an Escalation using an Altech Autopage touch point
Agent / Administrator verifies customer with CV-2 verification
CV-2 verification successful? Query resolved
successfully?
Yes
Agent/Administrator attempts to resolve query as FCR
Feedback to customer with resolution & update SSS tickler
SSSNo
Advise customer of verification requirements & update SSS tickler
Query is logged on [email protected] queue
YesAgent/
Administrator logs escalation on SSS
No
Administrator investigates & resolves query
Query resolved successfully?
Yes
Credits/Refunds required?
No
Escalate to Manager/Senior Manager until resolved
Administrator investigates & resolves query
Yes
No
Initiate Credit / Refund process
Feedback to customer via SMS / Email / Phone
SSS
Escalation
