Credit Checks: Credit checks are verification of a customer's ability to pay their invoices. They can be performed utilizing a variety of methods. Credit checks are normally scored based on pre-defined criteria. This criteria can be the number of years someone is employed, income level, etc. With automated credit checking systems, the credit bureau sends the credit information to another agency, (i.e., Lightbridge) and this agency assigns credit scores based on the specific criteria that each carrier has defined.
Credit Card Validation: Credit Card Validation is a key indicator which wireless carriers utilize to prevent fraud. Some credit card validation systems are hooked up directly to a countrywide listing, which details the fraudulent or stolen credit card numbers. Credit card validation allows each carrier an opportunity to verify a set dollar amount that could be charged to a credit card.
Address Validation: Many credit systems offer validation of a subscribers' address against a national database. This insures that the address entered as part of order entry will be valid for delivery of the subscriber invoices. Software for address validation can be purchased separately from many external fulfillment vendors.
Reporting: There are many components, which need to be tracked within a customer care environment. Some of these elements would be number of subscriber calls per day, approximate time to answer calls, number of orders processed daily, number of customer complaints daily and so on. Accurate reporting that allows all pieces of the database to be accessed is critical in a customer care environment to insure that quality service requirements are met.
Order Processing: The order process within customer care allows an organization to track customer calls, complaints, past problems, equipment and coverage issues and the general status of the customer. This allows multiple Customer Care personnel to review an account and determine the history on an account. Customer care personnel also process the service orders that are associated with a customer, from activation through disconnection.
Equipment Inventory and POS Systems: Equipment inventory systems allow operators to maintain control of equipment from ordering through fulfillment to the customer. A Point of Sale system allows operators to offer convenient payment processing at retail locations, or allow a customer to pick up additional equipment and accessories at a remote location without having to go to the main carriers location. Equipment inventory systems can be stand alone or integrated with your billing and customer care system.
SIM Management: Within a GSM service environment, SIM cards are an important part of the subscriber activation process. The SIM card actually allows a subscriber access to the network. SIM management involves any or all of the following activities: SIM profile set up, SIM supplier negotiations, SIM card ordering, SIM card programming, SIM card inventory, SIM card receipt, SIM card fulfillment and SIM card deactivations. These activities are critical to any provider within a GSM environment.
IVR/ACD/GIS Systems: IVR (Interactive Voice Response) and ACD (Automatic Call Delivery) systems are critical for any customer care center. An IVR system would allow you to route only specific calls to specific customer care personnel based on the customer's preference. This could save organization staffing and training costs. An IVR system would also allow customers to receive information without ever speaking to a customer care representative. An IVR system often works in conjunction with an ACD system. The ACD system tracks all inbound calls and automatically routes them to the next available customer service representative. An ACD system tracks information such as customer hold time, customer abandon times, number of customers who receive busy signals, etc. A GIS system is interfaced with your billing and customer system and allows the customer care system to automatically go to the subscriber information based on the identity of the inbound caller.
Trouble Tracking: Trouble tracking systems are critical elements for customer care. Trouble tracking systems can be external stand-alone or be part of your existing billing and customer care systems. Most systems allow troubles to be tracked by specific reason (network, equipment, billing, etc.) and followed up on in a predefined number of days based on the specific reason. The troubles can be tracked based on customer and customer care representatives who logged the problem and type of problem. Normally problems are assigned with a certain number of days required for customer follow up. These are then queued to a specific person for resolution. That person would then be responsible for contacting the customer with the resolution.
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