Remote SIM Change Requirement

Customer buys replacement SIM and calls the Call Centre.

Call Center agent receives request for SIM change from customer.

Call Center agent checks customer notes on concierge for more information, order details under Services for transaction history and Document Upload under Services on concierge for uploaded information on previous SIM changes.

Call Center agent checks if caller is the rightful owner by carrying out first level verification of All frequently asked questions/mandatory fields FAQs – namely:

• Active MSISDNS (phone number)/ lost or damaged number

• Subscriber’s name on account

• Year of activation

• Any other value added services (such as MTN Zone, CRBT,CLIR service etc)

• Family and Friends (if applicable)

• Last recharge amount

• Recharge date

• Alternative no

• Agents should make sure serial numbers on the swap sim is up to 12 digits.

• Last Remote SIM swap should not be less than 7 days.

• Activation date should be more than a month.

• Call center agents should verify customers’ IDs before taking the request.

• Remote SIM change should not be done if account balance is up to Two thousand Ghana cedis (2000) (Newly Proposed)

• ANY AMOUNT MORE THAN TWO THOUSAND should be escalated to Online Team for action – Validation -Action

• Amount in MoMo account

• Last MoMo transaction

• Number that called in for the request

9.1.1 Call Center agent verifies customer information on Mobile Money and compares with information on main account to make sure both information tally.

9.1.1 If customer is unable to proof ownership Call Center agent will advise customer to visit the nearest office /shop

9.1.1 Call center agent also verifies that account balance on Mobile Money account is not 2000 Ghc and above

9.1.1 If Mobile money balance is 2000 Ghc and above, call center agent advises customer to visit the nearest service center for assistance.

9.1.1 Call Center agent completes FAQs on Concierge and submit with an alternative number, new SIM serial and swap kit phone number if customer is able to prove ownership.

General Principles FAQs

Active MSISDNS (phone number)/ lost or damaged number

Subscriber’s name on account

Year of activation

Phone/SIM missing date.

Family and Friends (if applicable)

Last recharge amount

Recharge date