SOP brain storm:

White list:

- Add demand for payment letter to white list with grace period for balance due before bar
- Add final time line to cut the line off despite outstanding issue say 3 months over due
- Required CCO and CFO approval if to extend balance due more than months

Customer handle process:

- Meeting with Andrew:

o Pass customer handle 100% to call center and customer service
o Authority to call center to “unbar” account (with SOP/guidelines) outside working hours
o Report the unbar account the next day to credit control
o Radet to have monthly log for account unbar by call center report to credit control
o Credit control only do:
 Dunning
 Follow up collection, some cases need to deal directly with customer but with
company line for credit control
 Line for credit control will be turn off during holiday and outside working hour
 Only use credit control number not personal number

- MI handle process for call center, customer service and escalation to credit control team

Customer Rating

- Payment history automation from CCBS to rate customer credit?

- Bar/unbar rule based on customer rating
- Approval ADF, CFO, CCO if not follow policy of unbar per credit rating