Start with the reason the session is off-track
The first job is to name the issue plainly. Is the document unreadable, is the face match uncertain, or did the customer arrive with details that do not line up with the application?
That first read shapes the rest of the session. A trained agent should slow the process, keep the customer informed, and move the case into the correct handling path before more data is captured.
- Document image too dark or clipped
- Identity details that do not match the form
- Face comparison that stays uncertain
- Liveness check that cannot be completed cleanly
- Consent not captured in a usable way
Guide the customer back into a usable session
Small corrections often save a case. Ask the customer to steady the device, move to better light, remove glare from the ID document, and hold still while the agent retakes the needed view.
If the issue sits with the document itself, keep the discussion focused on visible facts. A cut corner, a folded edge, a blurred number or a blocked photo can all justify a fresh capture before the record moves forward.
- Check that the full document frame is visible
- Confirm the name and number can be read clearly
- Ask for a new face frame if the image is poor
- Repeat the consent step where the recording is unclear
Route deeper mismatches to the right internal review
Some cases cannot be settled in the live session. A mismatch between the document, the application and the face image should go to escalation, with notes that explain exactly what failed and what was already tried.
Good routing saves time later. It also keeps the client team from having to guess whether the matter needs a new session, a manual review, or a stop on onboarding until supporting detail is provided.
- Send repeat failures to escalation design
- Mark whether the issue is identity, consent or capture quality
- Keep a short audit note on every manual handoff
- Do not mix open questions with clean approvals
Keep records tidy under POPIA and FICA handling
Exception handling depends on careful records. Notes, timestamps, capture quality, consent state and the reason for escalation should sit together so the case can be traced without guesswork.
For customer due diligence, the file needs to show what was checked and what remained unresolved. That record keeping matters when a client audits onboarding flow or when a case is revisited by a senior verifier.
- Store only the material needed for the process
- Label the exception reason in plain terms
- Keep the session trail linked to the customer record
- Protect the recording and related notes from casual access
Use the same script every time the case gets messy
A steady script keeps the customer calm and the team consistent. Agents should explain the next step, avoid speculation, and avoid telling people that a matter is approved until the verification route is complete.
Script design is part of the control work. When the wording stays fixed, staff spend less time improvising and more time recording the facts that matter for the final decision.
- Use short instructions
- Repeat the reason for the extra step
- Avoid technical language that confuses the customer
- End with a clear handoff note for the team
Build a review loop that spots repeat failures
Exception handling improves when the same few faults are logged and reviewed. Poor lighting, weak device cameras, unclear consent capture and repeated mismatch patterns should be grouped so the client can see where the process is breaking down.
That review work supports training, integration planning and operational reporting. It also helps separate one-off problems from process issues that need a change request, fresh staff training or a revised pilot path.
- Count repeated failure points by type
- Review where the session breaks most often
- Feed the findings into refresh training
- Adjust the workflow before the next rollout
