WELCOME TO ALTECH AUTOPAGE CELLULAR

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Presentation transcript:

WELCOME TO ALTECH AUTOPAGE CELLULAR BASICS OF GSM MOBILE NUMBER PORTABILITY

Call Centre / Retail Store / Online Support Mobile Number Port Call Centre / Retail Store / Online Support Advise customer of verification requirements and update SSS ticklers No Customer calls into Call Centre OR walks into a Retail Store OR emails service@autopage with a Port request Call Centre: Advise customer of process & transfer to Retentions Pilot Is customer an existing AAP customer? Agent / Administrator verifies customer with CV-1 verification CV-1 verification successful? Yes Yes Apply internal port-in process for existing customers No Retail Store: Agent requests Port Reference Call Centre: Advise customer of process & transfer to New Sales pilot Retail Store: Apply New Sales Process Emails: Send lead to AutopageCustomerRetentionManagement@autopage Agent validates port-in requirements & issues Reference # Agent loads application on RSS Non AAP customer Process to follow Agent validates port-in & deal requirements & submits port on RSS Emails: Send lead to AutopageCustomerRetentionManagement@autopage

Call Centre / Retail Store / Online Support Mobile Number Port Call Centre / Retail Store / Online Support Non AAP customer Process ….. Is customer an existing AAP customer? Call Centre: Advise customer of process & transfer to New Sales pilot Apply external port-in process for New customers No Agent review request & Approves or Declines applications Agent logs request, uploads customer documents on NSS / Partner Portal & advise customer of TAT’s Request is received via NSS workflow Retail Store: Apply New Sales Process Agent review request & Approves or Declines applications Emails: Send lead to AutopageCustomerRetentionManagement@autopage Retail Store continues with New Sales process, if deal was approved

Channel Support / Port Support Team / Networks Mobile Number Port Escalations Advise customer of verification requirements and update SSS ticklers No Customer calls into Call Centre OR walks into a Retail Store OR emails service@autopage with a Port enquiry Agent / Administrator verifies customer with CV-1 verification CV-1 verification successful? Agent / Administrator attempts to resolve query as FCR Query resolved successfully? Yes Yes Feedback to customer with resolution & update SSS tickler No Call Centre: Agent logs escalation on SSS Channel Support / Port Support Team / Networks Process to follow Retail Store: Agent logs escalation on SSS / Partner Portal & advises customer of TAT’s Emails: Administrator logs escalation on SSS & advises customer of TAT’s

Channel Support / Port Support Team / Networks Mobile Number Port Escalations Administrator investigates & attempts to resolve query Call Centre: Agent logs escalation on SSS Request is received via SSS workflow Query resolved successfully? Yes Channel Support / Port Support Team / Networks Process to follow Query is closed as resolved on SSS Emails: Administrator logs escalation on SSS & advises customer of TAT’s No Query is escalated via email to respective Network Retail Store: Agent logs escalation on SSS / Partner Portal & advises customer of TAT’s Request is received via SSS workflow Network investigates until resolution Agent attempts to resolve query No Agent forwards escalation to PST Yes Feedback to Retail with resolution to give feedback to customer