The below is an outline of the new postpaid activation process which will ensure that our postpaid sign up process is as hassle-free as possible.
- No in-store credit check - The background credit check for customers will now be conducted after they leave the store.
- No Consent Form - Customers are no longer required to sign a Credit Info consent form.
- Deposit Payments are a MUST - As mentioned above, our customers will not have to wait in store for a credit check to be done; As a result of this, ALL customers are now required to pay a deposit based on the plan of choice.
- Sales Professionals will ensure that there are no outstanding Digiloan balances on the customers’ accounts by dialing *120*190#. If there is an outstanding balance, the customer is required to clear this before the activations process commences.
- Persons who are signing up as new postpaid customers are required to submit their Government Issued ID and TRN. Persons who are converting are required to submit their Government Issued ID, TRN, PLUS their PUK1
- Customer pays deposit and receives SIM card.
Contact will be made to each new postpaid customer within 24 hours (weekends excluded) by a member of the activations team. The purpose of this call is to welcome the customer to our postpaid family, address any queries or concerns with the service and, for those customers with any outstanding debt, provide the relevant details. These details include: amount owed, BAN# or Account# for the payment & the 72 Hours window to begin making preparation of settling their balance. The customer is advised via three (3) welcome calls before suspension, unless stated otherwise in the notes section in ECARE (subscription level). Failure to settle this debt within the stated timeline will result in a suspension of the account.
Notes will be posted in the GREETING section of ECARE on both the newly activated/converted number as well as the account with the bad debt. For each call made to a customer with a bad debt, there will be a ticket logged in CCF unless the number comes up as PROSPECT.
Jamaica GSM NEW - Account Adjustment – What Is Required To Get A Conversion.
- Once the customer contacts the Call Centre to advise of payment made for the outstanding bad debt and the payment is reflecting in ECARE, the payment information should be escalated to the Activations team and the suspension removed from the customer’s current account on call. Agents are required to place the relevant notes in ECARE (subscription level) for both affected accounts.
- The customers are encouraged to contact firstname.lastname@example.org in the eventuality that they require an invoice to make payment or to waive charges. Reasons for this could include, but not limited to, broadband coverage issues or a third party being responsible for the outstanding debt.
Unless stated otherwise in notes, the customer is not required to make a full payment to have a suspension removed. For example: customer has a $5,000 bad debt and is suspended but calls in to state that they have made a payment of $1,000. Agent would remove suspension after seeing payment reflected and advise customer of the remaining balance.
- If a customer has made a payment but it is not reflecting, the following is to be adhered to: take payment details and escalate to activations team or ask customer to send a copy of payment to email@example.com and consult with a team leader regarding lifting the suspension.
- In all cases, the customer is made aware of the outstanding bad debt figure before a suspension. This is done via voicemail messages, direct contact or a third-party who answered on behalf of the customer.
- In cases where the customer calls & wants to know why is it their new account is paid up but suspended, they are to be advised that the suspension is because of the bad debt on their previous account is still not settled, hence the reason for the suspension. If they make a payment to the current number alone then they must stipulate the portion of that payment that is to be removed for the bad debt.