IMEI/SIM Swap on a new agent order
Applicable for Dealers/ Street agents and customers
Marina
Last Update 3 ปีที่แล้ว
It's well known that we will need to attempt the authentication process prior to performing changes. We will be able to apply this policy, just in the scenarios in which the authentication process fails.
Sim/IMEI Swap authentication process
When agents/dealers/customers call for help activating or troubleshooting an account, we CAN assist without an authentication code or usage information if there is no usage and it was activated within the last 2 days.
In these cases, agents can:
-Activate devices
-Troubleshoot the inventory or service
-Report service issues
-Verify(confirm or deny) information provided by the caller.
-Swap a SIM, IMEI, or both if the account was activated, but they are unable to use the service.
**Agents should not proactively provide account information, but they can verify with a Yes/No, information or questions from the caller.
*The account status can be provided if the caller is trying to confirm if it was successfully activated or if they are not sure if it needs to be activated.
Do not provide customer information, plan information, or call/text/data usage information. This can be verified with a yes/no only.
Marina V
11/15/2023