In case customer requested to reactivate his line as a promise to pay exception and the line status “Bar”, CCA action

• Reactivate line

• Check if customer broke a deal before or not in same month

• Check if customer took same exception before in same month

• B & C

If customer requested to be followed from HU team side after 10.00PM, CCA action

• Try to help customer by checking HU TT.

• Send email to HU to follow up with the customer

• Advise customer to wait till next day

• Make TT and inform customer that he will have to wait till 10.00AM

Customer can request to transfer prepayment from billing account to another with different owner’s name

• True

• False

If line suspended due to high usage and customer requested to reactivated dial again, CCA action

• check the HU requested amount first & CST paid full amount

• Create TT

• Send email to HU team

• A & B

If customer want to change bill cycle and insist to make this action , CCA action

• Take action before bill cycle

• Direct to store

• Informed not eligible

• B & C

If mobile of customer has been stolen , CCA action

• Suspended the line 14 days

• Direct to store to SIM swap

• No action from side

• A & B

1- If customer his father dead and want to change ownership , CCA action

• Notification of inheritance and direct to store

• Not eligible

• Direct to store and change ownership

• None of the above

If customer want to change SIM ( SIM swap ) price of card

• 3 LE

• 4 LE

• 5 LE

• Free

If customer want SVP as escalation call in postpaid

• Send mail to floor

• Add on portal

• Create SR

• B & C

If the customer complains about the delay in sending the bill SMS, the TT will be made and SLA

• 2 hours

• 2 Working day (WD )

• 2 day

• 2 working hours ( WH )