Outage

If customer has service degradation outage , and customer has data

down , what will you do

• Inform customer with outage

• Troubleshoot data down

Customer has planned outage from 4 AM to 7 AM , and customer contact us

7:30AM what’s your Action

• Sla no estimated time

• Troubleshoot normal

• SLA 2 h

If matrix down and customer has sales inquiry

• Follow up sales process

• Inform customer call back after 1 hour

• Inform customer 2 hours from outage date

If postpaid cst asked about technical problem your action

• Troubleshoot normal with him

• Transfer to indigo ADSL

• Transfer to indigo postpaid

Enterprice customer want to subscribe with us your action

• Make new account.

• Direct cst to call 19776

• Direct him to the nearest branch

IF normal customer asked about his user & password and calling from different dial , your action

• Give him normally

• Verify with full name

• Verify with cst name and last 7 digits of ID

Cst has order with cancellation refund, your action is

• Transfer to sales Q

• Handle Normally

SLA for no pass on cst 360 is

• 1 Day

• No estimated time

there's 3 types of outage

• true

• false

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