Customer Service

SIM Swaps

Problem Statement

When a customer receives a new SIM card through the post, they are required to call into customer service so the new card can be activated on the network, replacing their old one.


Process Overview

The customer calls into customer service, the advisor goes over some security details with the customer. If the customer passes the data protection questions the advisor takes the new SIM number from the customer and updates it on their account and the mobile network.

Systems: Outlook, DISE, CUK, Kana



The customer can now request the Sim Swap online using a structured online form. The form is received via the robot which then checks the information given against the customers account. If the robot finds the details are a match then it will go ahead and change the customers mobile number to the new SIM.