Customer care process for transferring ports

Customer care process for transferring ports

1. Gen Mobile customer care team members should transfer to the port team when there is an escalated port issue only.

This should be a Warm Transfer

2. Agents should not transfer to the port queue to:
• Submit a new port in request

• Provide information to port out

• Provide the status of a port submitted within the previous 2 days, 

• Update a port in request

• Give general information on ports in or out

Customer Care team members will transfer to the PORT team:

• Customer Service already updated the Account number or PIN  twice and it is still showing an error

• Client is requesting a conference call with their current carrier to have the issue fixed 

• Error messages within the port status 
      REQ_RECEIVED_OUTOF_BUS_HRS-7A
      ZIP_CODE_REQ_OR_INCORRECT-7A

      MDN has service provider port protection
      Error From Carrier- Error!!sim Already Exists

      FRAUD PROTECTION 

      IMEI not match with master table.

      MDN NOT ACTIVE

• Status not updating/changing after three business days

• An updated port providing an error after two attempts

• Port protection or port block errors

• Other issues preventing a port that can’t be resolved with general troubleshooting

To transfer to the port queue, advise the customer of the status and transfer to 4021