Overall Dunning Benchmark) Updated

8/8/2019 Overall Dunning Benchmark) Updated

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1

Risk Department / CC


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2presentation title

Credit & Dunning Processes

CUSTOMER CARE

Risk


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3presentation title

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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4presentation title

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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5presentation title

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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6presentation title

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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7presentation title

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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8presentation title

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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9presentation title

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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10presentation title

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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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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a

e 1

Corporate Dunning Process 65 Days

1

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


50 Days15/2

Call Corporate

Fleet Manager

455/3

Soft Suspension

65 Days


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


Soft Suspension : Allowing incoming calls + Barring all outgoing calls

Hard Suspension : Barring all incoming & outgoing calls + Stop the billing


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a

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


50 Days

15/2Suspension


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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Thank you

Documents

Overall Dunning Benchmark) Updated