1. 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 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 …

2. 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 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 …

3. Customer queries his/her account via email 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 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 …

4. 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 No Escalate to Manager/Senior Manager until resolved Yes Feedback to customer via SMS / Email / Phone No Back office support process …

5. 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 No Advise customer of verification requirements & update SSS tickler Query is logged on clientaccountqueries@ autopage.altech.co.za clientaccountqueries@ autopage.altech.co.za email queue Yes Agent/Administrat or 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 Escalation