FNB Outbout and Inbound Training Manual

• Customer will complete an application form and submit it to FNB.
• FNB will assess the documentation and the application will either be declined or approved.
• If the application is declined or approved FNB will advise the customer accordingly

• Once the applications have been approved FNB will upload a list of the approvals through AE.
• AE is designed to automatically capture/place the orders once it has been uploaded.
• The Outbound Team Leader will send sms’s to clients advising them that we have their orders and they will be contacted shortly to arrange delivery
• Alternatively clients can email us on fnb@digitalplanet.co.za with their delivery details so that we can arrange delivery.
• The orders will then filter through to various reports.

• Contact List
• Contact  queue
• Contact failed

• This is an overview report on the number of orders that we have on AE.
• If an agent opens the order and does not contact the client to arrange delivery, the order will sit on that agent’s report until its get released.
• No one will be able to arrange delivery on that specific order until it is released.

• Once the Team leader has sent sms’s to client’s preparing them for our calls, agents can then work on this report to contact the clients and be able to view the number of orders allocated to them.
• Agent will call customer advising them of the delivery date and necessary documentation that is needed (refer to call script for more information).
• Customer will be contacted a maximum of three times per number supplied or until the delivery has been successfully arranged.
• If customer is not reachable on the first contact then the orders will be ticked of the report (tick the failed contact box)
• If collection is successfully arranged then tick it off the report (successfully contact box) and an sms will be sent to the clients confirming that delivery has been arranged

• Once order appears on this report agent will then attempt to contact customer again.

• If customer is not reachable on the second contact then the orders will be ticked of the report (tick the failed contact box) and an sms will be sent to the client advising them accordingly

• If collection is successfully arranged then tick it off the report (successfully contact box)
• If customer is still not reachable after the third contact attempt then an sms confirmation will be sent to client advising them that the contract has been cancelled.
• Client then has 48hrs to contact us to advise if they are still interested.

• Customer will call us back to arrange delivery.
• Request necessary details from client in order to open the order on AE. (order no: , ID no: )
• Update the delivery address and advise customer of the necessary documentation needed in order for the couriers to deliver the parcel to them.

• Delivery for notebooks (2-3 working days)
• Deliveries in central cities  (within the next business day)
• Deliveries in townships (within 2-3 working days).
• Deliveries in regional areas (3-5 working days)

• Our normal delivery TAT is 9:00 am to 15:00 pm.
• We have tried to accommodate client’s who are not always office based by providing them with the special delivery TAT to ensure that are not inconvenienced.
• Our special deliveries can only take place on between the following times :

1. 11:00 and 13:00
2. 13:00 and 15:00

• An agent will be required to put the special time requested by the client on under the special instruction box for the next department [to adhere to it.

• Client will be notified on each and every stage of the delivery process via sms.
• Client will be sent an sms through the following four delivery stages :

1. Once Digital planet has received the order.
2. When it leaves the warehouse
3. When it leaves the couriers and also
4. When it is out on delivery with the driver

• Clients who wants third party to receive orders on their behalf should provide the following :

1. Third party’s delivery address
2. First  6 digits of the third parties’ ID number/ DOB
3. Third party’s first name and surname
4.  All the information should be put on the special instruction box

• Digital Planet uses Ram as the courier company to deliver FNB orders (http://www.ram.co.za).
• Agent needs to click on Track and Trace, Consignment Search and the box to put the tracking number will open.
• Agent will click the view option and the system will advise the agent on the status of the order.

• If client contact attempt is exceeded (after the 48hr grace period) then the order will be opened and cancelled on AE
• Should client call in to cancel the order then the agent will open the order on AE and cancel accordingly and also advise the client to contact FNB and advise them accordingly.
• An agent will need to send an email to the team Leader and advise him/her of the cancelation.
• If a client calls in to cancel the order and it has been shipped already then RTS must be arranged (Ram Couriers) and the repairs department must be copied on the email (Rabia).
• Should the client call in to cancel the order that is already delivered, agent needs to refer the client to FNB.

• Instructed by FNB
• Customer No Longer Interested
• Customer Already Received Device
• Contact Attempt Exceeded
• Client Out of Town
• Customer Uncontactable
• Re-order
• Out Of Box Failure
• Return to Sender
• Incorrect Order Received From FNB

• Product advice or Technical assistance (Option 1)
• Device repairs ( Option 2)
• Delivery of the device (Option 3)
• Sales support Call Center (Digital Planet)

• FNB Applications / Payment Queries 0860 327 827