YES
NO
Ask Cust to cancel or reissue the Txn by visiting the Br
END
Check the message rcvd - YES/NO
IS SMS for GoCash
If YES
C1
Cust calls to know the details of Utility Services
TAT 24hrs after 1st communication with Br
if GoCash purchase related
Assist the cust; with appro solutions
Agent acknowledges the Cust;shares details of GoCash card and collects the details of Cust for lead
Calls the Cust and understands the req
Fwd the Lead to Card.Sales
is SMS for the instafeel
Send mail to Cust Service or the related dept
Contact Cust
Status Changed
Try 6 times
Rejection or Amendment Cases
Utility Services-Enquiry
Close call
Recheck amigo for status change
Cust Issue/Branch Issue
Acknowledge the cust; assure of better services in future and inform on the lucky draw
Close Call
Contact the Br. and ask to reissue the Txn
Inform the Cust
segregate the data based on the type of query
Contact the Cust and inform on the rejection reason
Agent logs in XCQ - ERS service centre report
Checks Xsphere/Org for more details
communicates the Cust
is credit status updated
Agent calls the cust and check if further support req; if req send mail to card services
Pass it to cust service
Ask Cust to provide the correct details to Br
Connect with Cust
Check in Amigo for comments
Agent will fetch the SMS details from the system frequently (every 15min 9am -8pm UAE time
Understands the Cust query and collects the req details
