Account Suspend and Un-Suspend International Roaming and Dialing

Index Process Description Business Rules Role Players Script guidelines Pricing Process and Escalation

Process Description This process highlights how a customers request to activate International Roaming and Dialing is handled. International Roaming is a service that allows a subscriber to make and receive calls, send and receive SMS’s and s, use data from their cell phone or laptop when they are out of the country. International dialing allows the subscriber to make international calls whilst still in the country.

Business Rules The following Business Rules need to be adhered before a customer’s line is activated for International Roaming and Dialing Customer verification For this process, CV-3 verification is required; ID number Name & surname MSISDN Postal/ address Payment method Banking details Tariff package Account Status Where the status of the account is in Arrears, Legal, or Pre-legal; i)International Roaming or dialing cannot be loaded on these lines without approval from the relevant credit controllers in writing (via ) ii)If the request is approved, request is processed accordingly as per procedure iii)If request is declined, tickler notes need to be made on SSS and the client is advised via SMS (using the pre- defined communication templates)

Business Rules Deposit Requirements NO DEPOSIT is required in the following instances Account or line is older than 18 months Client has other lines which are older than 18 months (ID no and bank details have to be the same on the other accounts) Internal port was done Client has a Master Airtime Agreement (MAA) Vodacom and MTN hybrid contracts (Top ups)

Role Players Department/ Role PlayerTitleFunction Customer ServiceCall Centre Agent Fields customers calls regarding service/account related queries Retail OutletsRetail Store Staff Member Fields customers enquiries regarding service/account related queries E-DeskE-Desk Administrator Investigates and process the customer’s request Back OfficeAdmin Support Administrator Investigates and process the customer’s request

Script guidelines ActionAgent Response CV-3 verification required Perform CV-3 verification including:  ID number  Name & surname  MSISDN  Postal/ address  Payment method  Banking details  Tariff package Attempt to resolve queryAttempt to resolve query using FCR guidelines Information distribution Advising customer of the following is compulsory  Terms and Conditions relating to International Roaming and Dialing  Sending the customer the information pack relating to International roaming and Dialing Non-FCR query Escalate to relevant Back Office SSS Queue. Advise customer of:  Escalation process  Associated turn-around times Administrationa)Update SSS ticklers with call information

Pricing International Roaming and Dialing rate International roaming and dialing rates are determined by the respective network and vary across different destination countries. Please refer to the network websites for more information on International roaming and dialling rates. i. ii. iii. Deposits

Customer contacts Altech Autopage to activate International Roaming and Dialing Agent Verifies customer with CV-3 verification to Retail Outlet Call Centre E-Desk administrator contacts customer telephonically CV-3 Successful? Advise customer of verification requirements and update SSS. Is deposit required? Process Flow – International Roaming and Dialing Agent advises customer that the service will be activated upon deposit receipt Agent activates service and updates SSS Agent advises customer of Terms and Conditions and sends customer info pack Agent advises customer of Terms and Conditions and sends customer info pack and updates SSS Customer faxes proof of deposit to (011 ) Customer proof of deposit received via SSS fax workflow queue Administrator indexes deposit to account Manually activate International Roaming and Dialing request and updates SSS tickler Activation successful Manually activate on BSCS/ Network systems Process Flow - International Roaming and Dialing Proof of Deposit Is proof of deposit attached?

Escalation Customer lodges an escalation using an APC Touch Point Agent Verifies customer with CV-3 verification to Retail Outlet Call Centre E-Desk administrator contacts customer telephonically CV-3 Successful? Advise customer of verification requirements and update SSS ticklers Agent/ Administrators attempts to resolve query as FCR Query resolved successfully? Feedback to customer with resolution and update SSS Tickler Agent/ Administrator sends escalation to autopageinternationalroaming queue and advise customer of TAT’s Query is logged on SSS work queue Query resolved successfully? Escalate to Manager/ Senior Manager until resolved Administrator investigates and resolves query