customer contacts call centre to enquire about new insurance agent verifies customer with cv-1...
TRANSCRIPT
Customer contacts Call Centre to enquire about New Insurance
Agent verifies customer with CV-1 verification
CV-1 verification successful?
YesNo
Agent presents available Insurance options
Refers customer to Finrite Call Centre for New Insurance application
Agent updates SSS ticklers & closes the call
Advise customer of verification requirements & refers customer to Finrite and update SSS
SSS
Customer walks into Retail store to enquire about New Insurance
Agent verifies customer with CV-1 verification
CV-1 verification successful?
YesNo
Agent presents available Insurance options
Interested?
Customer signs & submits on-line application form in the store
Advise customer of verification requirements and update SSS
SSSAgent activates Insurance on SSS & supplies customer with Altech Autopage’s Terms & Conditions
Customer contacts Call Centre with regards to an Insurance query
Agent verifies customer with CV-1 verification
CV-1 verification successful?
Yes
Update on claim query?
FCR query?
Advise customer of verification requirements & refers customer to Finrite and update SSS
SSS
Agent establishes reason for call
Call Centre agents DO NOT advice on Insurance packages. They can only Remove or Change customer’s Insurance package to match the value of the deviceNo
Yes
No
No Yes
Refer customer to Finrite Call Centre for claims update & update SSS ticklers
Agent attempts to resolve queryQuery resolved?
Yes
No
Agent provides resolution, updates SSS tickler and ends the call
Standard query Escalation process
?
SSS
Customer walks into Retail store regarding an Insurance query
Agent verifies customer with CV-1 verification
CV-1 verification successful?
Yes
Update on claim query?
FCR query?
Advise customer of verification requirements & refers customer to Finrite and update SSS
Agent establishes reason for visit
Call Centre agents DO NOT advice on Insurance packages. They can only Remove or Change customer’s Insurance package to match the value of the deviceNo
Yes
No
No
Agent advises customer on escalation process & logs the request on SSS
Standard query Escalation process
?
SSS
Request is logged on Partner Portal / SSS work queue YesAgent
attempts to resolve query
Query resolved?
No
YesAgent provides resolution & update SSS tickler
Finrite agent investigates / attends to customer query
Supplies Retail store with feedback
Retail store to contact customer with feedback and updates SSS tickler
Customer contacts Altech Autopage’s Call Centre with regards to an Insurance query
Agent verifies customer with CV-1 verification
CV-1 verification successful?
Yes
Blacklisting successful?
Agent suspends (soft-bars) the line
SSS
Altech Autopage agent suspends (hard-bars) the line & Blacklists the device
No Yes
No
Agent advises customer of Blacklisting process & submits a Lost / Stolen log on SSS
Agent advises customer of the required verification & Blacklisting processes & update SSS
Supplies customer with claim’s document requirements, advise customer to report the incident with police and to contact Finrite Call Centre or Retail Store
Agent supplies customer with ITC reference number
Blacklisting process to follow
Insurance claim – Lost or Stolen device – Call Centre
Agent verifies customer with CV-1 verification
CV-1 verification successful?
Yes
Blacklisting successful?
Agent suspends (soft-bars) the line
SSS
Altech Autopage agent suspends (hard-bars) the line & Blacklists the device
No Yes
No
Agent advises customer of Blacklisting process & submits a Lost / Stolen log on SSS
Agent advises customer of the required verification & Blacklisting processes & update SSS
Supplies customer with claim’s document requirements, advise customer to report the incident with police and to contact Finrite Call Centre or Retail Store
Agent supplies customer with ITC reference number & Insurance claims forms
Blacklisting process to follow
Customer walks into Retail store regarding an to report Lost / Stolen device
Agent logs a Lost / Stolen claim with Finrite via Partner Portal / SSS work queue SSS
Insurance claim – Lost or Stolen device – Retail Store
Altech Autopage Call Centre Agent or Retail Store Agent advises customer of Blacklisting process & submits a Lost / Stolen log on SSS
Request logged onto SSS work queue
Device requires Whitelisting?
No
Yes
Blacklists device, update SSS with ITC reference number & notifies Finrite via email
Whitelisting request sent to relevant Network
Network actions request & responds back via email
SSS
Agent logs a Lost / Stolen claim with Finrite via Partner Portal / SSS work queue
OR
Agent updates SSS tickler with case number
Insurance claim is accessed as per criteria checklist
Claim approved or rejected?
Rejected
M&F notified for Final decision
Rejected
Finrite phones customer to advise on claim rejection & closes the case
Provide Retail store with feedback via email
Retail store contacts customer with feedback
Approved
M&F notified for Final decision
Process claim & generate Sales order
Approved
Sales order is received by Brightpoint
Package is dispatched for delivery to customer’s preference
Finrite Call Centre agent contacts customer to arrange collection / delivery
Customer receives / collects device
Agent verifies customer with CV-1 verification
CV-1 verification successful?
Yes
SSS
No
Agent advises customer of the required verification process & update SSS
Agent updates SSS tickler with case number
Customer contacts Finrite Call Centre to supply case number Insurance claim is
accessed as per criteria checklist
Claim approved or rejected?RejectedM&F notified for
Final decision
Rejected
Approved
Finrite phones customer to advise on claim rejection & closes the case
Provide Retail store with feedback via email
Retail store contacts customer with feedback
M&F notified for Final decision
Process claim & generate Sales order
Approved
Sales order is received by Brightpoint
Package is dispatched for delivery to customer’s preference
Finrite Call Centre agent contacts customer to arrange collection / delivery
Customer receives / collects device
Customer contacts Call Centre with an Insurance claim – Repairs
Agent verifies customer with CV-1 verification
CV-1 verification successful?
Yes
Supply customer with Insurance claim documents & advises customer to book device in at a Retail outlet
SSS
Agent advises customer of Repairs process
Agent advises customer of the required verification process & update SSS
OR
Customer books device in at Retail store with Insurance documents
Agent verifies customer with CV-1 verification
No
Agent assesses device and books it in for repair on Vision
Courier collects devices for repairs
Repairs process to follow ….
Courier collects devices for repairs
At Brightpoint – Receive, sort & book device in to the specific repair centre and update Vision
Courier collects device & dispatches to specified repair centre
Repair centre receives & assesses device
Provide assessment & quote of repair
Provide assessment feedback / quote of repair (Finrite)
Economical to repair?
NoDoes claim meet replacement criteria?
RejectedM&F notified for final decision
Rejected
Finrite agent to contact customer & advise of claim rejection
Approved
M&F notified for final decision
Approved
Sales order generated & sent to Brightpoint
Package is dispatched for delivery according to customer’s preference
Yes
Quoted repair approved? Approve
d
Repair centre carries out repairs on device
Rejected
Device is dispatched for collection by courier
Device dispatched for collection …. Process
to follow ….