Download - Overall Dunning Benchmark) Updated
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8/8/2019 Overall Dunning Benchmark) Updated
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Risk Department / CC
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8/8/2019 Overall Dunning Benchmark) Updated
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Credit & Dunning Processes
CUSTOMER CARE
Risk
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8/8/2019 Overall Dunning Benchmark) Updated
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Residential Categories (on which all Dunning &CL processes are built)
It depends onnumber ofbills issued the average of customers bills:
Duration of subscription Category Dunning process Credit limit process
1 to 3 months Start-up After onebill Billed+ Unbilled=100% ofdefaultCL / offer
4 to 6 months Good After onebill Billed+ Unbilled=150% (averagebills )
7 to 9 months Very
GoodAftertwo bills Billed+ Unbilled=200% (averagebills )
10 to 12months Excellent Aftertwo billsBilled+ Unbilled=220% (averagebills )
13 to 18 months Gold Aftertwo bills
Billed+ Unbilled=250% (averagebills )
19 to 24 months Gold + Aftertwo billsBilled+ Unbilled=280% (averagebills )
25 and above Platinum
Afterthreebills
Billed+ Unbilled=310% (averagebills )
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8/8/2019 Overall Dunning Benchmark) Updated
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Current Dunning Processes (one bill due):
Soft Suspension : Allowing incoming calls from everywhere + Barring all outgoing calls
Hard Suspension : Barring all incoming & outgoing calls + Stop the billing + Blacklist the customer
Note : Any request by customers to delay suspension or re-activate lines with a promise of payment at a specific date is evaluated
on a case by case basis
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8/8/2019 Overall Dunning Benchmark) Updated
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Page
Dunning (Gold +,Gold , V.Good & Excellent )
2
4
3
1st Bill Issue Date1 Day
18/11st Bill Due Date
18 Days
1/22nd Bill Issue Date
30 Days
18/22nd Bill Due Date
48 Days
5/21st AD before S.S
35 Days 12/22nd AD before S.S
42 Days
18/2Soft Suspension
48 Days
1/33rd Bill Issue date
60 days
1/3AD Before H.S
60 Days 10/3Hard Suspension
70 Days
1/2
1/1 18/2
1/3
18/2 10/3
48 Days total of fully Active Period 22 Days soft suspension period
Current Dunning Process (Two bills due)
Soft Suspension : Allowing incoming calls fromeverywhere+ Barring all outgoing calls
Hard Suspension : Barring all incoming & outgoing calls + Stopthebilling + Blacklistthe customer
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8/8/2019 Overall Dunning Benchmark) Updated
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Current Dunning Process (Three bills due)
Soft Suspension : Allowing incoming calls from everywhere + Barring all outgoing calls
Hard Suspension : Barring all incoming & outgoing calls + Stop the billing + Blacklist the customer
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8/8/2019 Overall Dunning Benchmark) Updated
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Corporate Credit Limit process for LA with less than 3 issued bills ( MSISDN )
Risk agentruns theCL report per MSISDN for LA with less than 3 issuedbills, and checks if any MSISDNexceeded %100 ofthedefaultCL, which is JD 50.00 per line.
Ifyes, then caseto berefereedto Risk Supervisor for advise. Risk Supervisordecides whetherwe should informfleetmanager ornot.
Ifyes, then Risk agent in charge contacts the FM and informs him ofthe consumptions. He / she acts uponhisrequest (whetherto suspend MSISDN or ignore)
In casemany MSISDNs are involved , Risk to consultwith Sales & agree on an action .In case ofexcessive consumption of an MSISDN , Risk will check the situation ofthe line individually ( i.e. it is the
general managers line, previous actual billed amounts forthatMSISDN ..etc )If FM asks to suspend an MSISDN , itwill only bereactivateduponhis request . Therequestcan cometo Risk or
to the call center ( after full verification )
b. Corporate Credit Limit process for LA with less than 3 issued bills per LA
Risk agentruns theCL report per LA for LA with less than 3 issuedbills, and checks ifthe LA exceeded %150 ofthedefaultCL set forthis account, which is JD 50.00 per linexnumber of lines.
Ifyes, then check with sales ifthey are aware ofthe situation ofthe large accounts & iftheythink we cantake arisk withthem . If Sales think we shouldnottakethe Risk & ifthe Risk supervisor agrees , Risk agent incharge contacts the FM and ask for immediatepaymentequivalentto % 100 ofthe LAs CL.
If LA exceed CL & sales think we should takethe Risk & ifthe Risk supervisor agrees ,thenno action is taken.In casethenew account is a newrateplan for anexisting large account( underthe same serial number ), then
Risk will manuallydeal with itas if itwas an old accountRisk will take into considerationtheday ofthemonth intheirdecisions regarding exceeding the credit limit( i.e.
whether it is the 5th orthe25th ofthemonth )
Corporate CreditLimitprocess:
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8/8/2019 Overall Dunning Benchmark) Updated
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Corporate CL for LA withmorethan 3 issuedbills:
Corporate CL for LA with more than 3 issued bills
Run corporate CL per MSISDN and
check if any MSISDN exceeded CL
Run corporate CL per LA and check
If LA exceeded CL
Check if CL > %15
No action
NoCheck if CL > % 2
of the
CL set for this
account
Inform FM and either
I nore or suspend
Upon FMs request
Yes
Yes No
Case to be
referred
to Risk supervisor
YesCheck sales
feedback
YesNo action
NoNo
Call FM & ask for immediate
payment
equivalent to 100% of
The LA CL
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8/8/2019 Overall Dunning Benchmark) Updated
9/15
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Corporate CreditLimitprocess for LA withmore than 3 issuedbills ( MSISDN )
Risk agentruns the CL reportper MSISDN for LA withmorethan 3 issuedbills, and checks if any MSISDNexceeded %150 ofthe CLIfyes, then caseto berefereedto Risk Supervisor for advise. Risk Supervisordecides whetherwe should
inform fleetmanager ornot.Ifyes, then Risk agent in charge contacts the FM and informs him ofthe consumptions. He / she acts upon
his request (whetherto suspend MSISDN or ignore)In casemany MSISDNs are involved , Risk to consultwith Sales & agree on an action .
In case ofexcessive consumption of an MSISDN , Risk will check the situation ofthe line individually ( i.e. itis the general managers line, previous actual billed amounts forthatMSISDN ..etc )
If FM asks to suspend an MSISDN , itwill only bereactivateduponhis request . Therequestcan cometoRisk orto the call center ( after full verification )
b. Corporate CreditLimitprocess for LA withmorethan 3 issuedbills per LA
Risk agentruns the CL reportper LA for LA withmorethan 3 issuedbills, and checks ifthe LA exceeded%200 ofthe CL
Ifyes, then check with sales ifthey are aware ofthe situation ofthe large accounts & iftheythink we cantake a risk withthem . If Sales think we shouldnottakethe Risk & ifthe Risk supervisor agrees ,Risk agent in charge contacts the FM and ask for immediatepaymentequivalentto % 100 ofthe LAsCL.
If LA exceed CL & sales think we should takethe Risk & ifthe Risk supervisor agrees ,thenno action istaken.
4. Risk will take into considerationtheday ofthemonth intheirdecisions regarding exceeding thecredit limit( i.e. whether it is the 5th orthe25th ofthemonth )
Corporate CreditLimitprocess
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8/8/2019 Overall Dunning Benchmark) Updated
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Corporate CL for LA withmorethan 3 issuedbills:
Corporate CL for LA with more than 3 issued bills
Run corporate CL per MSISDN and
check if any MSISDN exceeded CL
Run corporate CL per LA and check
If LA exceeded CL
Check if CL > %150
No action
NoCheck if CL > % 200
of the
CL set for this
account
Inform FM and either
I nore or suspend
Upon FMs request
Yes
Yes No
Case to be
referred
to Risk supervisor
YesCheck sales
feedback
YesNo action
NoNo
Call FM & ask for immediate
payment
equivalent to 100% of
The LA CL
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8/8/2019 Overall Dunning Benchmark) Updated
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Corporate Dunning Process
There are 2 corporate dunning processes :
1. 45 days process
2. 65 days process
Note :
Corporate Sales to decide which corporate will be in which process.
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65 Days Process
Dunning Steps :
Day 45 : 1st call doneto the FM to ask him/herto paythe1st bill issued onday0 andto make surethattheyhavereceivedtheir2nd bill issued onday30.
Day 60 : Auto-dialermessageto be sentto the FM asking him/herto paybefore a defineddate in orderto avoid suspension.
Day 62 : Anupdateddunning fileto be sentto the Corporate Sales team in order foreach Sales AccountManagerto followup onhis/her accounts by calling the FMs.
Day 64 : An SMS to be sentto FM to informhim/her ofthe suspension actionwhichwill takeplace24 hrsafter. File is sentto Sales for information .
Day 65 : Soft Suspensionprofileperformed (Unless a logical reason is providedbythe FM or a settlementagreementhas beenreached, Soft suspensionwill beperformed on all)
Day 80 : A call madeto the FM asking him/herto paythedue amount in orderto avoid Hard-Suspension
Day 89 : Hard Suspensionprofileperformed
Day 120 : Deactivation
Note : Every efforts will be made to make a reasonable settlement regarding due amounts
so as to guarantee payment & to avoid suspension.
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8/8/2019 Overall Dunning Benchmark) Updated
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Corporate Dunning Process 65 Days
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1
1 1
1
3
1st Bill Issue Date
1 Day
20/1
1st Bill Due Date
20 Days
1/2
2nd Bill Issue Date30 Days
20/22nd Bill Due Date
50 Days15/2
Call Corporate
Fleet Manager
455/3
Soft Suspension
65 Days
1/33rd Bill Issue date
60 days20/3
Call Fleet Manager
Before H.S80 Days
29/3
Hard Suspension89 Days
1/2
1/1 1
/2
1/3
1
/2 10/3
65 Days total of fully Active Period 24 Days soft suspension period
1/3Send AD to FM
60 days
4/3
Send an SMS
64 Days
2/3Dunning file tobe sent to Sales
62 Days
Corporate Dunning Process
Soft Suspension : Allowing incoming calls + Barring all outgoing calls
Hard Suspension : Barring all incoming & outgoing calls + Stop the billing
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8/8/2019 Overall Dunning Benchmark) Updated
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Corporate Dunning Process
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e 1
Corporate Dunning Process 45 Days
1/2
1/1 1/4
1/3
1st Bill Issue Date1 Day
20/11st Bill Due Date
20 Days
1/22nd Bill Issue Date
30 Days15/2
Call CorporateFleet Manager
45
20/22nd Bill Due Date
50 Days
15/2Suspension
1/33rd Bill Issue date
50 daysHard suspension
1/2
1/1 18/2
1/3
18/2 10/3
45 Days total of fully Active Period
05/02Call 2 to fleet
manager13/02
Send 2nd AD to FMMentioning suspension
80 days
1/044th Bill Issue date
Deactivatesend file to legal
15 Days total of suspension 30 Days of hard suspension
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8/8/2019 Overall Dunning Benchmark) Updated
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Thank you