Mandatory points for card replacement
- If customer is calling from registered number
1. Need to take the proper validation first (2 Details from customer's profile and 2 details from customer transactions on which he may also confirm the available balance and last salary credit)
2. Need to generate the ticket if he calling from his own number.
3. Agents are not authorized to replace the card they need to take the proper validation over the call after they have to generate a ticket for (ticket category)Card/Lost replacement and have to put the same on NiYO CS team Pending.
- If customer is calling from the Non-registered mobile number
1. Mail from corporate Id is Mandatory
2. Need to take the proper validation over the call.
3. Agents need to check the ticket was coming from the corporate registered mail id or not??
4. Agents need to take the ticket to (Group) customer support, (Status) Pending, (Associate Name) NiYO CS Team, (Ticket Category) Card Lost/Replacement, (Tag) Card Replacement Request.
4. Agents are not allowed to replace the card. They have to do the validation over the call and need to confirm the New account number, Old account number, possession of card (Customer is having the new card or not)
5. They have to mention the contact number on which they have done the validation along with the New account number, Old account number, possession of card (Customer is having the new card or not) in notes of the ticket.
6. After generating the ticket they also have to send the mentioned reply to the customer also they have to put the corporate's id in cc of the mail:
: Template :
Hi Customer,
We have noted your request regarding the card replacement from your old account number (700700xxxx) to new account number (700700xxxx).
Further, the same will get updated with 24 Hrs. of time
We regret the inconvenience caused.
Regards,
Agent Name
Team NiYO
Note: While generating the ticket agent need to mentioned their name in note as well as in the description
Done.
ReplyDeleteSarmad