Account validation

Account Validation

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 Facilitator

Hello!
I am Sunshine Foster
Interim Training Assistant
Product Training Team

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 1
Ice Breaker

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Account Validation
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Objectives:

• The Importance of validation

• To understand the first case handling screen pop - up

• Follow up Identifiers
Agenda:
I. Discuss the different Identifiers.
II. Demonstrate how to validate account.
III. Conduct activity in validation.

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“ What is Importance of validation ?

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• Our customer needs to pass the Identifiers prior giving any account information .

Part of Data Privacy Act of 2012 is the RIGHT TO BE INFORMED or

reason why we are asking or what we will do to their information.

Always remember to mention the reasons of asking personal

information:
i.e.
• To address them properly
• For Documentation purpose
• For Verification purpose

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 Screen Pop with SIN

Screen Pop with SIN

Postpaid Accounts • Registered Customer

• Registered Address
Both validation
Ask Relationship if caller is not RC

• Registered Customer
• Registered Address
Note for address: Ok to proceed if no unit
Prepaid Accounts or number for accounts still under
KLOAD condo name.(street to municipality)
Both validation
Ask Relationship if caller is not RC

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Screen Pop with SIN

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 Screen Pop without Information ( SIN )

Screen Pop without Information ( SIN )

• CAN
Postpaid Accounts • RC/RA

Stick to old Process: CAN, RC/RA and relationship if

caller is not RC

• SIN
• Registered Address
Note for address: Ok to proceed if no unit
Prepaid Accounts or number for accounts still under
KLOAD condo name.(street to municipality)
Both validation
Ask Relationship if caller is not RC

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Screen Pop without Information ( SIN )

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 knowledge check

Knowledge check
 Knowledge
check

1. What are the identifiers you need to ask for Postpaid customer with Screen Pop- up ?
Answer:
- Registered Customer
- Registered Address
Both validation
Ask Relationship if caller is not RC

2. What are the identifiers you need to ask for Prepaid customer without Screen Pop up ?

Answer:
- SIN
- Registered Address
Both validation
Ask Relationship if caller is not RC
 Follow up Identifiers


Follow Up Identifiers To review the Report/Reference number establish 1 Primary Identifier and 1 Secondary Identifier for
Verification Purpose . Always mention the reason/purpose.
 No need to ask for the caller’s relationship if Follow-up.
 If caller can’t provide the reference number, agent should use the first case handling validation and ask
for the caller’s relationship.

Outages & Incidents

Identifier Set A Set B Set C Set D
Primary Report Number Report Number Report Number CAN
Secondary CAN RA RC RA or RC

Social Safety & Streetlights, Illegal Service Connection & Service Application
Identifier Set A
Primary Report Number
Secondary Exact Address

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 Follow up Identifiers

Inquiry, Complaint & Feedback & Request

Identifier Set A Set B SET C SET D
Primary Report/Reference Number Report/Reference Number Report/Reference Number CAN
Secondary CAN RA RC RC/RA

Kuryente Load
Identifier Set A Set B SET C SET D
Primary Report Number Report Number Report Number SIN
Secondary SIN RA RC RC/RA

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 Activity

Call and Chat Simulation

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Summary :

• We discuss the Importance of validation

• We able to know the handling of the first case screen pop - up

• We discussed follow up Identifiers