Change Request Support

What changes usually land on our side

Change requests often start with a policy update, a new customer segment or a fresh internal rule for verification. We look at the live flow, map the points that change and then adjust the parts that agents and customers actually see. That can mean a revised opening script, different routing, a new escalation step or extra prompts for document capture.

We work with remote video identity verification flows used for onboarding, account opening and periodic re-checks. The aim is to keep the customer journey clear while the back office keeps the records it needs for FICA style customer due diligence and POPIA aware record keeping. We do not treat every change as a full rebuild, because many updates only need targeted edits and careful retesting.

• Script wording for guided video sessions
• Routing logic for different customer types
• ID document capture prompts and step order
• Face comparison, liveness and consent prompts
• Escalation notes for manual review

How we handle a change request brief

We start with the exact change, the reason for it and where it sits in the current flow. A small wording update needs a different approach from a change that affects API handoff, queue routing or staff coaching. Once we have the brief, we trace the impact across the session script, the agent screen notes, the customer instructions and any linked reporting fields.

After that, we align the change with your operational rule set and test the revised flow in a controlled way. If the change affects customer behaviour, we also check whether the instruction wording still makes sense on a phone screen, in a browser window or during a live video call. The process is practical, not theatrical, and it is built around the way your team works day to day.

• Brief review and impact mapping
• Script and routing edits
• Integration touchpoints checked with your team
• Training notes updated for agents and supervisors
• Controlled review before release

Turnaround depends on the shape of the change

Some requests are narrow and only touch one script line, one prompt or one report field. Others reach across training, escalation design and system settings, which means more review and more sign-off. We set expectations around the size of the change, the number of linked steps and the amount of testing needed, not around guesswork.

For larger onboarding updates, we may break the work into stages so your team can review the wording first and the workflow second. That often helps when a business operates in Johannesburg, Pretoria, Cape Town, Durban or Gqeberha and wants the same rules applied clearly across more than one branch or client group. The pace follows the change, not the other way round.

Where a rule affects live onboarding, we keep the revised steps tight enough for agents to use without hesitation. A long instruction sheet helps nobody if the customer is already waiting on camera.

How pricing is built for this service

Our pricing approach depends on the scope of the requested change. A simple wording update is priced differently from a flow change that reaches into API coordination, staff training, quality monitoring and escalations. We look at the amount of drafting, testing, sign-off and rollout support required, then price the work to match that effort.

Clients usually find it easier when we separate the change into parts. For example, one line item may cover script design, another may cover integration planning, and another may cover refresher training for the team that handles live verifications. That keeps the quote readable and makes later changes easier to trace.

• Scope size and number of affected steps
• Training time needed for staff updates
• Testing and review depth
• Integration touchpoints with your internal team
• Any reporting or escalation changes

Specs that matter when the flow shifts

Change request support is most useful when the operating details are pinned down properly. We work with document types, customer routing, escalation rules and record handling requirements as they appear in your process. If the change touches face comparison, liveness prompts or consent wording, we check the revised sequence carefully so the session still makes sense in real use.

We also keep the handover material tidy for supervisors and verification agents. That includes updated scripts, decision notes, customer instruction wording and where a manual review should begin. The point is to keep the service dependable even when the rule set moves under it.

• Supported flow types: live video onboarding and remote verification
• Customer steps: ID capture, face check, consent and guided prompts
• Delivery format: revised scripts, notes and rollout guidance
• Operational touchpoints: routing, escalation and reporting fields
• Record handling: customer records and audit notes as required by your process

Aftercare after the revised flow is live

Once a change is in use, there is usually one more round of practical fine tuning. Agents may spot a confusing phrase, a routing rule may need a cleaner label, or a supervisor may want a stronger escalation cue. We stay close to the working flow so those small fixes do not become daily friction.

Aftercare also includes refresher training when the change affects frontline behaviour. A revised script means little if the team is still using the old wording under pressure. We help clients settle the update into the rhythm of the branch or the remote operations team, whether the users are based in Rosebank, Midrand or further afield.

When needed, we also support change request records for future reference so your team can see what changed, why it changed and which parts of the verification journey were touched.