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About The Programme •Programme Name – Excelling at Customer Care •No of Days – 24 •Role Holder – Call Center Executive

Objectives •Terminal Objectives: –To impart, Product, Process, Systems knowledge and skill the executives to handle calls efficiently

•Enabling Objectives: –To equip the Telemedia Executive with skills to enable them to resolve customer queries, requests and complaints

Features •DD is designed as per the life cycle of the customer •E-learning modules •Navigation of the system and Interaction capturing included for Product and VAS modules •Process modules are based on case studies •eCRM sessions conducted with modules, wherever applicable

Objectives By the end of this module, you will be able to: •Get to know each other •List the workshop norms

Ice Breaker •Play the Artist Game •Introduce and greet in different ways –The ways in which you would be introducing yourself to different customers

Workshop Norms

Summary In this module, you have: •Got to know each other •Listed the workshop norms

Objective By the end of this module, you will be able to describe the basics of a call centre

Call Centre: Introduction A call centre is: •A centralized office used for the purpose of receiving and transmitting queries, requests and complaints by telephone •Operated by a company to administer incoming calls about product support or information inquiries from customers

Calls: Types •The CC agent can get three types of calls: –Query –Request –Complaint

Airtel’s Call Center Airtel’s Call Center: •Is the face of Airtel, as it is the key point of contact between the customers and Airtel •Gives assurance to the customers that their requirements will be taken care of by Airtel •Plays a very crucial role in determining the customer’s impression about Airtel and ensuring the customer requirements are captured

City Codes Delhi + NCR •Delhi – 011 •Nodia – 0120 •Ghaziabad – 0120 •Gurgaon – 0124 •Faridabad – 0129 North Hub •Lucknow – 0522 •Agra – 0562 •Meerut – 0121 •Karnal – 0184 •Panipat – 0180 •Ambala – 0171 •Chandigarh – 0172 •Ludhiana – 0161 •Jhalandhar – 0181 •Kolkotta – 033 •Jaipur – 0141

CC Technology The various technologies used in a CC are: –ACD or Automatic Call Distributor –IVR or Interactive Voice Response

Automatic Call Distributor (ACD)

ACD: •Is a device or system that distributes incoming calls to a specific group of terminals that the call center agents use •Is often part of a computer telephony integration (CTI) system •Is found in offices handling large volumes of incoming calls from callers who require assistance from a CC agent at the earliest

Representation of an ACD Interactive Voice Response (IVR) IVR: •Is a method of extracting and imparting data through a telephone line •Is a capability of larger, more complex telecommunications systems •Is Responsive to commands given by the customer

Representation of IVR Summary In this module, you have learnt the basics of a call centre

IVR Categories •To Know Unbilled Amount •For Coming Due Date •Collection Centre Details •Current Plan Details •To Know Last Three Payments •Dynamic Lock Procedure •Change Number Service

I then start taking inbound calls by the prospects and the customers. I ensure to maintain a quality score of at least a 98%. My average hold time is, on an average, 60 seconds. Most importantly, I ensure that the call is closed the first time. During the day, I handle various kind of calls such as interaction capturing, follow-up

on complaints, entering waiver details if any, and so on.

I take coffee or tea breaks anytime during the day, if I am tired. I can leave for home without telling my supervisor.

Objectives By the end of this module, you will be able to: •State the types of customers •Explain the customer life cycle

Different Customer Segments

7-Step Customer Life Cycle Step 1: Customer Life Cycle •Airtel customer service/sales executive explains the plans/schemes to the customer •Customer opts for a plan that suits him/her, fills up an CAF, submits the relevant documents and pays the entry cost

Step 2: Customer Life Cycle •The process of connection getting installed starts by allocation of Tag by GIS (Geographical Information System) and the number by BCC •During this time, in case a customer wants to know the status of the connection he/she can call up at the call center and inquire •Customer comes ‘on board’ and is given a ‘Welcome Call’ explaining all relevant details about the connection taken

Step 3: Customer Life Cycle •Customer starts using the line by welcome call •An address and credit verification visit is made •On receiving the first bill, the Airtel executive gives customer a call explaining the key components and payment details along with the modes and places of payments •Later, in order to remind the customer about the due payment , a collection call is given

Step 4: Customer Life Cycle •Our customers are precious to us; we always think of different ways to deliver more and above their expectations •For example, we provide an Internet speed of 8 Mbps

•Therefore, we constantly seek their feedback

Step 5: Customer Life Cycle Step 6: Customer Life Cycle •Though we do our best to keep the customer with us for a lifetime, at times it may not be so •Many retention tools such as waivers and safe custody are used to keep the customer with us •For a varied number of reasons, if a customer chooses to terminate his connection, it would be of major concern to us

Step 7: Customer Life Cycle Summary In this module, you have: •Stated the types of customers •Explained the customer life cycle

Objectives By the end of this module, you will be able to:

•State a brief history of telecom •Explain the elements of PSTN •Describe the telephone instrument •Explain the telephone call flow •List the terms specific to Telemedia

Telecommunication It is the process of transmitting or receiving signals for voice or data over a distance by any electrical or electro -magnetic medium for the purpose of communication

History of Telecommunication History of Telecommunication (cont’d) History of Telecommunication (cont’d) Telecom in India Telecom in India (cont’d) Telecom in India (cont’d) Evolution of Networks and Services Current Structure in India •Fifth largest network in the World, second largest among emerging

economies (after China) •Annual growth rate of 20% in basic telephone service and over 100% for Cellular Service •Increase in tele-density from 7.8% (June 2004) to 30% 2010

Functions of a Telephone •Setting up a call •Conversion of voice signals into Electrical Signals and vice-a-versa •Indication of incoming calls

Features

•Battery back up on both handset and base •Memory-Phone book with names:100, I/c:98,O/g:20 •Speaker in handset, 20 Polyphonic ring tones •Backlight LCD display, Illuminated key pad •Talk time: 1 hr, Standby: 5 hrs-when no electricity •Talk time: 5 hrs, Standby: 48 hrs-with electricity •“*”-Long press=Silent mode & Vice versa •“#”-Long press=Lock keypad & Vice versa

Setting up a Call Setting up a Call (Cont’d) Setting up a Call (Cont’d) Setting up a Call (Cont’d) •If instead of voice, you want to transfer data, then the telephones just get replaced by computers

•This connectivity could either be through making an STD call or through a dedicated connection called a leased line

Telecommunication Basics Type of Services in India –Fixed –Mobile –Voice Over Internet Protocol (VoIP) –Long Distance Domestic –Long Distance International –Value Added Service Providers

Parts of Basic Telephone Network •A Telecom network has three major systems: –Access Network –Switching System –Transport Network

Modes of Transmission Medium Used in our Network • Copper Network: –Used for providing connectivity from RSU to subscriber –High Reliability Network –Efficient transmission of signals and crystal clear voice quality –Durability of the Network in adverse climate condition –It is ideally recommended for intra city networks

Medium Used in our Network (Cont’d) •Optical Fiber Transmission: –Establishes connectivity between MSU to RSUs/DLCs –Ideally recommended for Long Distance/Inter city communication –Armored Optic fibre is used for ensuring high reliability of network –Higher capacity to carry voice/data with minimum transmission losses

Non Financial Benefits of our Network •Underground Cabling •Closed and Sealed Network •Fault Finding •Voice Clarity

Non Financial Benefits of our Network (cont’d) •OFC •Ring and Mesh technology •Superior Copper till the last mile •One of the best Switches •Regeneration of current

Working of Telephone Networks Fixed Line Service Providers •Bharti Airtel Ltd. •MTNL •BSNL •Tata Teleservices Ltd. •Tata Teleservices (Maharashtra) Ltd. •HFCL Infotel Ltd. •Shyam Telelink Ltd. •Reliance Communications Ltd.

Some Terms Specific to Telemedia (Cont’d) •Prospect Management System (PMS) •Complaint Management System (CMS) •Churn (in < 6 months) •Sales & Marketing complaints (S&M < 90 days) •Zero Pulse Dialling (ZPD)

Summary In this module, you have:

•Stated a brief history of telecom •Explained the elements of PSTN •Described the telephone instrument •Explained the telephone call flow •Listed the terms specific to Telemedia

Objectives By the end of this module, you will be able to: •Get acquainted with Typing Tutor •Live Demo of Typing Tutor

•Hands on Practice

Typing Tutor •Typing Tutor is a full-featured typing program for learning how to type quickly and accurately. Typing Tutor tracks the progress for multiple typists and generates graphs and reports that are customized for each typist. •Whether you're a beginner typist, or improving your current typing skills, Typing Tutor is your key to success!

Features: •Learn to type fast and accurately in easy-to-follow lessons •View your typing accuracy and typing speed over time •Receive instant feedback through the key-by-key analysis of your typing performance •Learn proper typing posture with detailed diagrams

Live Demo Hands On Objectives By the end of this module, you will be able to: •State the story of growth of Bharti group •Define Airtel and state the brand essence •Recall vision and values

About Bharti Bharti group: •Founded by Sunil Bharti Mittal in the year 1976 •Started with the capital investment of Rs. 20,000, it has grown and become India's largest mobile phone operator •Has a vision of being globally admired for telecom services that delight customers

Story Of Growth Story Of Growth (Cont’d) Story Of Growth (Cont’d) Story Of Growth (Cont’d) Manifesto for Change – Brand Essence Company’s Vision

Telemedia First private basic services operator covering 14 Indian states

Telemedia Structure Telemedia Departments Telemedia has the following main departments: •Sales and Marketing •Technical and Installation and Fault Repair •Customer Service Delivery •HR and Admin •Finance •Business Excellence •Legal

Customer Service Delivery Structure Role of a Customer Care Officer The Role of a Customer Care Officer is •To be the key contact with customer •Convey a feeling of assurance to customer that his expectations will be met •Take ownership of customer issues •Resolve all calls first time

Competencies of CCO Key competencies of CCO are •Customer orientated •Adherence and compliance to customer service ethics •Team player •Initiator

Summary In this module, you have: •Stated the story of growth of Bharti group •Defined Airtel and state the brand essence •Recalled vision and values

Objectives By the end of this module, you will be able to: •List the products being offered by Telemedia

Overview of products offered by Telemedia List of Products Offered by Telemedia •Voice –Direct Exchange Line (DEL) –BRI/PRI

–Audio Conferencing Solution –Toll Free Numbers

•Digital Subscriber Line (DSL) –VPN –Video Surveillance

List of Products Offered by Telemedia •Data Products •Leased Line •PRI •BRI •VPN •Internet Protocol TV (IPTV)

Direct Exchange Line (DEL) •Basic Fixed Telephone •Access to Internet –Dial-up using a modem

Integrated Services Digital Network (ISDN) •An Internet access method •A digital telephone service for fast and accurate data transmission •Packaged in two offerings: –Basic Rate Interface (BRI) –Primary Rate Interface (PRI)

Audio Conferencing Solution Toll Free Numbers •Call is free to the caller •Business client who subscribes to the service pays for the calls •Used mainly by Corporate

Digital Subscriber Line (DSL) Virtual Private Network (VPN) •Offers a virtual private network connecting various points of presence of your business on Bharti’s network •The service ensures: –No network congestion –Lightening fast response time and –Security

A VPN Network Video Surveillance •Monitoring activities of one remote location from another through a camera •Enables transfer of video images in a digital form using the Internet

Leased Line •Is a dedicated circuit connecting two or more sites of a single customer •It is a permanent link and is: –Secure –Reliable

TV over IP / Digital TV(IPTV) •A system where transmission of digital television signal and other related entertainment services / applications are over a broadband network •Delivery of high quality video over the telephone line

Summary In this module, you have: •Listed the products being offered by Telemedia

Objectives •List the various Soft wares to be used in the Call Centre

Introduction to Software •Airtel uses technology driven tools (software) for both back-end and front-end interaction –Front-end interaction tools contain all the customer information that a Customer Care Executive would require while handling customer queries. Request posed by customers are also entered into the front-end tools –Back-end interaction tools are used to process customer requests and complaints

Electronic Customer Relationship Management •It is a front-end tool for Telemedia customer interaction is called eCRM •It is an Oracle Based Application •eCRM is used for –Checking account details –Interaction Capturing –Checking Interaction History •Checking logged case

–Check various bill related information –Raising Tickets

Call Flow / Accelerated Customer Experience (ACE) •Used to log, check status & close concerns related to process which is broadly classified as: –Shifting Request –Tariff Migration Request –Cancellation Request –Top up Plan View

•Gives step by step overlook of comments section •Status can be checked by punching Del no or account no of a customer •Used to closed a concern already resolved

Arbor •A back-end tool used for post-paid customers •This tool can perform the following functions: –ARBOR is a tool used for query resolution and service provisioning

–ARBOR is used as an Order Management and Bill Processing tool •Requests for accounts, services, and new products are initiated

Lotus •Used to check the CAF (as an attachment) of the customer –Details like •Date of Birth •Authorized Signatory •Tariff Plan & Scheme details at the time of activation •Give details of Pre – Sales Waivers •Gives details of Service selected •Gives details of documents submitted for activation

–Shows information in case of CAF got cancelled, Sales rejections etc. –Workflow history – shows the work carried out by separate divisions after receiving the CAF –Used to send & receive official mails along with an e - mail tracker

Operation Support Software (OSS) •To check the status of the customer’s account –Barring / Unbarring –Network status –Logged in Status –Plan Speed –RSU Name –E - bill

Unified Desk Top •Comprises all applications in a Single window –Info touch –CRM –OSS –ACE

•Requires a User name & Password to log – in •User name & password for all applications has to be logged in once. Through Unified Desk Top it becomes a one time activity

URL’s •There are circle specific URL’s that you would be using for doing various activities to resolve customer queries & requests –Hello Tune URL –NDNC

Waiver Flow •Whenever waiver is provided to the customer, it is posted in the waiver flow –Waiver can be provided to the customer in the following circumstances: •Late

Payment •Games on Demand Waiver •Hello Tune Waiver •Cheque Bounce Charges •Clip Charges •Waiver can be posted by logging to the waiver flow

Infotouch •A crucial tool for Customer satisfaction –Helps in resolving the customer’s query at the first instance –Information available at a glance

Importance of Infotouch •Online information and reports on various parameters –Helps in improving process / procedures for better Customer Satisfaction –Helps in reduction of search time for crucial customer related information and thereby reduce Talk Time/ Hold Time and improve the Quality of Resolution

Objectives By the end of this session, you would be able to: •Define Customer Touch Point •List Various Touch Points •Define Nodal & Applet •Nodal & Applet TRAI Regulations •Internal Processes ( Nodal & Applet)

Customer Touch Points •When a customer starts using the product of a company, there are many queries / issues that he needs addressed •To be able to address these queries / requests / complaints, the company has identified various Customer Touch Points

Customer Touch Point There are different ways in which a customer can get in touch with the company •Call Centre deals with the customer’s call and handles Customers Queries / Request / Complaints –Customer can call at: •121 (Airtel Landline) •44444121 (Any other phone / mobile)

•Website: www.airtel.in •Connects / ARC & Lobby

Customer Touch Point •Non – Voice department deals with the customer’s correspondence received through a) Fax b) E-Mail c) Courier d) White mail

Various Customer Touch Point (Contd.)

•TAT ( Turn around time) for any sort of query is 24 working hrs •Actual resolution of complaint is as per TAT decided •Customer touch points are used when customer wants to document his issue/query with the organization • Broadband Query No. – 3636 ( either call or SMS)

What does it mean? •Nodal: An escalation desk which represents the Head CSD (Mr. Raj Kishore Prusty) •Applet: An escalation desk which represents the CEO (Mr. Deepak Srivastava) •The Phone Numbers are –Nodal: 01141614777 –Applet: 01141614690

TRAI Regulations (Nodal) TRAI Regulations (Applet) Internal Process (Nodal) Internal Process (Applet) Summary By the end of this session, you have been able to: •Define Customer Touch Point •List Various Touch Points •Define Nodal & Applet •Nodal & Applet TRAI Regulations •Internal Processes ( Nodal & Applet)

Objectives In this module, you will learn to: •Define customer service •State the importance of customer service •Demonstrate steps to provide customer service through the model GAME

Customer Service A set of behaviour / activities that a business undertakes to take care of its customers

Principles of Customer Service •Identify and understand the NEEDS •Help the customer decide what he wants •Create and build confidence •Do whatever it takes to keep the customers happy •Build customer enthusiasm

•Enhance experience from Satisfaction to Delight

Benefits of Customer Service •Maximize customer retention leading to an increase in –Repeat sales –Referral sales –Higher Average Revenue Per Unit (ARPU) –Increase profits •Through positive word of mouth, creates a reputation for being a –Caring –Customer oriented company

Customer’s Service Perception Customer Service through a Call Center •Providing a single point of contact to the customer •Resolving queries / request / complaints in one telephone call •Providing reassurance & ownership of problem resolution •Providing a consistent approach Treat the customer as a customer and not as an account number

Customer, Customer Service & YOU Why should I provide Customer Service? •Satisfaction –Personal –Professional •Achieve recognition •Growth •Monetary benefits •Trust & respect from the customers

Steps to Deliver Customer Service Greet • Greets enthusiastically, it creates the first impression –“Good Morning / Afternoon / Evening, this is _________, how may I assist you / help you?”

• Your smile should match your words • Confirm the customer’s name and number and –“May I know your name and number please?” –Personalise during the call –Thank the customer once he provides information Remember: The Customer Can Hear Your Smile

Greet

address appropriately

•Modulate your voice •Maintain proper tone •Diction of speech –Correct rate of speech

Listen •Listen attentively to what the customer has to say –Customer should not have to repeat the concern or details

•Comprehend the meaning of what is being said •Use verbal prompts to show that you are listening –“Definitely, Sir / Madam!”

•Do not –Interrupt the customer –Appear to be in a hurry –Appear distracted –Assume –Form perceptions about •What is being said •The speaker

Tips to Effective Listening •Suspend judgment •Control your temper •Avoid mental rebuttal •Indicate acceptance

Do not have barriers of: •Noise •Fatigue •Language •Pre conceived notions

Acknowledge •Paraphrase for common understanding –“Sir / Madam, what I understand is that you want to know about Airtel’s broadband services.”

•Empathize, if required –“Sir / Madam, I understand your anger, if I had been at your place I would have felt the same.”

•Apologize, if required –“Sir / Madam, I am sorry for the inconvenience caused to you.”

•Display enthusiasm throughout the call

Segregate as Query / Request / Complaint (QRC) Query •A customer asking a question / seeking information about –Product –For example: •Voice

connection, Internet, Latest schemes etc. •Different tariff options –Services

–For example: •Coverage

area, Time taken for Activation •Method to use a particular service

Request •A customer asking something to be done related with the –Product being used –For example: •ISD

deactivation •Call conferencing activation request –Service –For example: •Number

unbarring request •Change of address

Complaint •A customer voicing his / her dissatisfaction when he / she experiences… –Product failure –For example: •Phone dead •Call drop –Service failure –For example: •Payment not posted •Bill not received

Handling QRC •Probe to segregate QRC •Probing is an art of questioning which motivates a person to share information •Objective is –To seek information –To identify needs –To build opportunities for positive reassurance

Handling QRC (Cont…) •Query –“What is your approximate monthly usage?” –“Would you be interested in free local SMS pack?” •Request –“Do you want STD pack activated? –“What is the number that you want to give as your F&F number?” •Complaint –“You have not received the bill for which month?” –“Since when are you facing problem in the connectivity of GPRS?”

Meet Expectations by providing appropriate resolution •Recap understanding of need •Identify solution that matches need –Provide customized solution

•Propose solution –Query •Match benefits with needs

–Request •Do required provisioning / Log the request •Communicate TAT (Turn Around Time)

–Complaint •Offer appropriate resolution •Communicate TAT for resolution •Commit follow –up

•Maximize online resolution wherever possible

Meet Expectations by providing appropriate resolution •Acknowledge doubts / reservations –Encourage customer to voice his doubts –Resolve doubts to the satisfaction of the customer

•Be honest about the benefits of the resolution offered –Keep supporting data ready –Have knowledge of competition offers

•Reassure about resolution •Be composed & confident while handling questions Provide relevant / complete / accurate solution and information to the customer

Evolve a Relationship & End the Call •Summarize key points covering customer concern / issue & resolution provided / resolution path •Confirm satisfaction with solution –“Hope you are satisfied with this solution.”

•Ask for further assistance –“Is there anything else, I may help you with?” / –“Is there anything else you would like to know?” / –“Is there any thing else you would like me to help you with, Mr. / Ms_______?”

•Greet to close with a Smile –“Thank you for calling Airtel • Have a Great Day ( Till 4 P.M) • Have a pleasant evening ( From 4 P.M to 8 P.M) • Goodnight Sir /madam ( After 8 P.M) !”

Evolve a Relationship & End the Call •Display ownership and responsibility •Capture call back request if required –Check customer’s convenience for call back

•Provide related information proactively –Don't wait for the customer to ask, inform proactively

•Customers alternate contact details should always be captured and updated on the records for future purposes –It includes capturing of mobile number and email address

Scripts Calls Play Back Summary In this module, you learnt to: •Define customer service •State the importance of customer service

•Demonstrate steps to provide customer service through the model GAME

Objectives By the end of this module, you will be able to: •Differentiate between different types of tariffs •Identify the components of tariffs

Tariffs: Definition •Tariff is a price levied to customers for services rendered to them •Tariff offered require Regulatory authority approval •Factors affecting tariff are: –Competition –Market feedback

Types of Tariff Sample Copy of a “Voice Residential Tariff” Components of a Residential Voice Tariff •Entry Charges/Registration fee •Security Deposit •Monthly Charges, such as rental plan and CLI •Call Charges, which is the rate at which the subscriber’s calls are being charged •Free Call Value

Components Reading a bill as per Tariff Plan

Calculation of Call Charges

Activity Existing Tariff Plans Existing Tariff Plans (Cont’d) Retention Plans •Retention Plans are applicable only when customer calls up to cancel due to tariff issues •Top-ups are not applicable on these plans •Free usage offered in these plans does NOT include premium rate services, such as Voice Mail Service •Pulse for all local calls in effective zero rental plan will be 180 seconds

Components of a Retention Tariff •Entry Charges/Registration fee •Security Deposit •Monthly Charges

•Call Charges •Other Charges •Pulse duration •Free Call Value

Reading Retention Tariff Bill Objectives By the end of this module, you have been able to: •Differentiate between different types of tariffs •Identify the components of tariffs

Objectives By the end of this module, you will be able to: •Identify the components of PCO tariffs •Explain the Retention PCO Schemes

PCO Tariffs Components of PCO Tariffs •Pulses •Commission •Security Deposit •Interest on Security Deposit •Minimum Usage Guaranty •Intra Circle Calling •Inter Circle Calling

Calculating Commission Existing Tariff PCO Plans Retention PCO Plans Instrument Activation Charges

Case Studies Scenario-1 •In Case customer says that my machine is not showing or generating the correct pulses or amount •First cross check with pulse matrix in case you found some discrepancy then ask the customer to check his machine ,if customer still says that my machine

is working fine then log the SR for the same.(16khz or Reversal not working)

Case Studies Scenario-2 •In Case customer says that I am unable to dial STD numbers from my STD PCO •Ask for the message •after that identify the reason whether its because of non payment or customer has put dynamic lock. •If you do not find any of the above reason then log SR against No Outgoing & STD Call-Non Toll Free Number Inaccessible

Case Studies Scenario-3 •In Case customer says that I have not received Flange board •Check whether 21 days has been crossed from the date of installation: –If no then ask the customer to wait –If yes then log SR against Marketing team

Summary In this module, you have: •Differentiated between different types of tariffs •Identified the components of tariffs

Objectives By the end of this module, you will be able to: •State the definition of QRC •Describe the QRC process

Session Structure •PPTs •Activity: QBD •Case Study •Demo

QRC Defined: Query •Query: –Communication from the customer wherein he enquiries about services or the procedure to use our services. This can be informed online to the customer and does not require any future action / backend reference

•Query should be resolved online

QRC Defined: Request •Request: –Any communication from the customer that demands service provisioning / de-

provisioning on his existing line or new line

QRC Defined: Complaint •Complaint: –Any customer communication on delay, failure disruption and quality of Service –A complaint is voicing dissatisfaction about the product, its functioning and any other organisational activity related directly or indirectly to the customer’s experience of the product

QRC Process: Overview Capturing Interactions •FTR: –All account related requirements for which resolution can be provided immediately: Query

•FTN: –A Fault Ticket number which is raised for those account related requirements, resolution for which can be initiated only after issue is logged in the system and for which TAT has to be then communicated: Request / Complaint

Activity: Segregate the given situations in Query / Request / Complaint Process to Resolution.. •Capture other requirements –Initiate by calling up backend •Ensure requirement is logged in the system •State Turn Around Time (TAT)

–Initiate by promising quick Addressal •Log in requirement in the system •State TAT after requirement is logged in the system

•State helpline numbers •Restate reasons for pendencies to answer complaints

Objective •To demonstrate the understanding of DSL and its functioning

What is DSL ? •DSL stands for Digital Subscriber Line •A technology for enabling high speed information transfer over ordinary copper telephone lines •A DSL line can carry both data and voice signals •DSL is a common residential broadband connection

Benefits of DSL •DSL allows voice and high speed data to be sent simultaneously over the same line •It’s “always on” – no need to dial up each time you need to access your network •You can leave your Internet connection open and still use the phone line for voice

calls •The speed is much higher than a regular modem (1.5 Mbps vs. 56 Kbps) •DSL doesn't necessarily require new wiring; it can use the phone line you already have

Types of DSL •HDSL - High Bit Rate DSL •SDSL - Symmetric DSL •IDSL - ISDN DSL •VDSL - Very high bit rate DSL •ADSL - Asymmetric DSL •ADSL 2 •ADSL 2 Plus

Asymmetric DSL (ADSL) •ADSL is a type of DSL where the upstream and downstream bandwidth are assigned different amounts of bandwidth •Typical configurations today are 2Mb downstream and 128Kb upstream •This means that downloads are faster than uploads

Working of ADSL •It transforms plain old telephone lines into a high speed conduit for data, information and entertainment •It utilizes more of the bandwidth on phone lines than what is currently used for plain old telephone service •The DSL technology uses the frequencies above the telephone bandwidth •Splitter divides the data and voice separately making internet usage and voice calls work simultaneously •Frequency that voice signal uses is up to 4 kHz and DSL uses up to 1.2 MHz

ADSL Frequency Plan ADSL ITU Standards What is Bandwidth •Amount of data that can be carried from one point to another in a given time period (usually a second) •Bandwidth is usually expressed in bits (of data) per second (bps) •Occasionally it is also expressed in bytes per second (Bps)

Bandwidth •Similar to a pipe capacity to carry water, gas or petroleum •It tells – how big is the pipe?

Units in Data Transmission •Bits Per Second ( bps ) – Measure of Data speed in an second •1 Kbps = 1,024 Bps •1 Mbps = 1,024 Kbps A web page on an average would be 40 to 50 Kilobytes in size •0 / 1 = 1 Bit •1 B = 8 Bites •1 Kb = 1,024 Bites

•1 Mb •1 Gb

= =

1,024 Kilobites 1,024 Megabites

Basic System Requirement •To connect to DSL modem, minimum requirements are:

–Operating System (OS) – Win 98 SE –Pentium II –128 MB RAM –USB / LAN Port •USB

Modem doesn’t support all OS

–(For e.g. WIN NT, WIN 95, WIN98FE, Linux, Unix, Apple Mac)

•Ethernet

Modem and Routers support all OS

–Internet Explorer 5 or above

Understanding DSL Connectivity (Basic) What is a Modem •A device that converts the digital signal from a computer to an analog signal that can be transmitted along an ordinary phone line and vice versa •It allows computers to connect to the Internet through a telephone line

Types of Modem •Dial-up Modem –For dial up internet access

•DSL Modem –USB •For

DSL internet access for stand alone connection

–Ethernet Modem •For

DSL internet access in network

–Wireless Modem

Functioning of a Modem What is a Splitter •A device that is used to –Separate the downstream /incoming signal into voice and data separately

•Also known as low pass filter •Voice signal has frequency up to 4 KHz •DSL/data signal frequency varies from 25 KHz to 1.2 MHz •Provide path towards the DSLAM to the upstream / outgoing voice and data signals

Benefits of Splitter •Only one wire is required to be laid for providing two utilities •Hence, saving in cost in transporting voice and data

What is DSLAM •Digital Subscriber Line Access Multiplexer •A network device that separates DSL signals into data and voice and combines the data and voice signals and directs them to their respective destinations •Destination – upstream –RSU for voice and SDH for data

Functioning of DSLAM – Upstream •Receives combined signals from multiple customer’s DSL connections •Separate data and voice signals •Put data stream on a high-speed backbone line (SDH) •Directs the voice stream towards the voice switch (MSU) •Depending on the product, DSLAM multiplexers connect DSL lines with asynchronous transfer mode (ATM), frame relay or IP networks •Usually it is located at a ISP’s Remote Switching Unit (RSU)

Functioning of DSLAM – Downstream •Receives voice traffic from switch •Receives ADSL traffic from SDH / Internet •Intermixes the two signals and directs towards the customer's DSL line

Synchronous Digital Hierarchy (SDH) •Synchronous Digital Hierarchy is a technique of: –Converting data stream in form of packets to light signals –Synchronous data Transmission (light signal) over fiber optic cables

•SDH carries data traffic, such as asynchronous transfer mode (ATM) and Internet protocol (IP) within rates that are integer multiples of 155.52 Mbps

SDH Functioning Asynchronous Transfer Mode (ATM) •It is a dedicated - connection switching technology –Sends a series of same size frames (53 bytes) regardless of network size –Contains a header which has information about source and destination endpoints to aid data transportation –Allows client specific accuracy and speed of data transfer –Provides unobstructed speed without architectural speed limitations –Supports integration of voice, video, and data services on a single network

Asynchronous Transfer Mode (ATM) What is a Router •A junction between two or more networks to buffer and transfer data packets among them •Routes incoming data packets to the appropriate network •Finds the best route between any two networks, even if there are several networks to traverse –Creates and maintains a table of available routes and uses this information along with distance and cost algorithms to determine the best route for a given data packet

COPS •COPS is a query and response protocol used to: –Exchange policy information between a policy server and its clients or policy enforcement points –Provide message level security for authentication, replay protection, and message integrity

COPS •COPS addresses the following queries: –What download / upload bandwidth will the subscriber get? –What Ports can he access?

–What will be his default homepage? –What should be his next hop? etc…

LDAP •Lightweight Directory Access Protocol addresses the following: –Allows cross-platform availability of data –Helps in accessing this data from a number of computers and application –Allows changing of individual records

LDAP •LDAP helps in following: –Accessing information about user such as

Username Password Static IP address Plan (minimum & maximum bandwidth) –Keeping directory of all network policies

RADIUS •Remote Authentication Dial-In User Service performs: –Authentication, based upon Username, Password and Port binding details –Authorization whether the user is allowed on the network and with what permissions e.g. Bandwidth, Ports and URLs –Keeps an account of records –Returns IP Pool name to ERX

SDX •Service Deployment Engine does following: –Keeps track of the billing system with the help of information from the LDAP server –Allows to configure and stores all rules and permissions which will be applied to a customer when he logs in –All Schedulers (used for Night Bandwidth & Night Top UP) are configured in SDX •Provides

bandwidth on demand to client •Stores all basic packages and policy configuration

GATEWAY •Gateway is a special-purpose dedicated computer on a network that : –Serves as an entrance to another network –Connects two or more networks and routes packets from one network to the other –It can also work as a proxy server and a firewall

Working of DSL •The DSL connectivity /Network diagram can be broadly divided into two parts: –Access Network –Backend Network

Working of DSL •Access Network Comprises of: –CPE (Customer Premise Equipments) to RSU (Remote switching unit) –RSU to SDH . This is also called as (Transport Network – SDH/MEN)

•Backend Network Comprises of: –ATM Switch, IP Switch, ERX –CISCO 7200 ROUTER for connectivity with VSNL and BBNL and SINGTEL – also called as Gateway Network

Agent Demo…

Relevant interaction capturing Objectives By the end of this module, you will be able to: •Describe the components of a DSL Tariff (residential, commercial, cyber café) •Explain the tariffs

Tariffs Types of DSL Plans Bifurcation of DSL Plans Top-Up Plans Example 1: Customer has an Airtel Connection Combo Plans Example 1 DSL Plans

FAQ’s •Kbps –Kilo bits per Second is a unit to measure the speed. It shows how much speed a customer is getting after connectivity •Modem –A device that allows computers to connect through internet through a telephone line •Router –A device that routes data from a Local Area Network (LAN) to other computer. This is primarily used in Office Network •Data Transfer –Transfer of data from one compute to another. Data transfer includes both upstream and down stream

FAQ’s •Upstream –A transmission from an end user to a server is referred to as Upstream •Downstream

–A transmission from a server to an end user is referred to as Downstream •Pro-rata Basis –The expression pro-rata can mean proportional or proportionally •Contention Ration –The ratio of minimum & maximum Bandwidth that the customer is committed to get as per his opted plan

Summary In this module, you have: •Described the components of a DSL Tariff (residential, commercial, cyber café) •Explained the tariffs

Objectives By the end of this module, you will be able to: •Describe the basics of telephone etiquettes •List the challenges faced by a Contact Center executive •Explain the different stages of a telephonic conversation •Demonstrate effective telephone skills during ‘customer interaction’

Effective Telephone Skills •Smile – your voice conveys it •Sit upright or stand –Helps you sound enthusiastic and positive (relaxing comfortably tends to make you sound relaxed and comfortable!)

•Speak more slowly than normal •Introduce yourself clearly •Keep a record of who you spoke to, when, what you discussed and any follow-up action that you promised to take

Benefits Effective telephone skills: •Helps in handling customers with confidence •Ensures speed and ease in accomplishing tasks •Results in target achievement •Enables spectacular service

Qualities of a Good Voice •Distinctness •Pleasantness / Warmth •Vitality •Naturalness •Expressiveness •Lower / mellow pitch

5 Cs Model The steps to effective telephonic conversation are:

•Call Preparation •Call Opening •Conversing with customer •Customer on Hold •Call Closure

Call Preparation On receiving the call: •Be logged on to the system •Sitting posture •Rehearse script •Check telephone and headset

Call Opening •Wish the time of the day with a smile •Introduce yourself •Offer help (receiving call) •Be polite •Say, “Good Morning/ Afternoon/ Evening, this is _________, how may I assist you/Help you?”

Conversing With Customer •Be polite and respectful in your tone •Say “Please” and “Thank you” where appropriate •Say “May I” or “Would you please” •Give the person you are talking to your full attention •Sound interested •Sound clear and concise

Customers on Hold •Seek Permission •Specify the duration •Explain the reason •Wait for customer’s response •Get back to the customer in the committed time frame •Say, “Mr._______, May I put/place your call on hold for sometime while I check for the relevant details/ resources/record/account/my database.”

Call Closure •Thank the customer •Wish customer a great day and bid good-bye with a smile in voice •Don't sound rushed •Keep a pleasant tone •Say, “Thank you for calling Airtel.” –“Have a Great Day” (Till 4 P.M) –“Have a pleasant evening” (From 4 P.M to 8 P.M) –“Goodnight Sir /madam” (After 8 P.M)

Do’s •During telephonic customer interaction ensure that you: –Give the person you are talking to your full attention (LISTEN!!) –Prepare for the call and have all the necessary paperwork –Always get back to people when you promise –Give people a choice of holding or getting back to them

–Warmly greet with a smile –Be slow, clear, enthusiastic and friendly

Don’ts •During telephonic customer interaction ensure that you don’t: –Forget to greet, identify yourself and your company/department –Leave customers holding the line for more than a minute –Lose your temper –Interrupt the other person while speaking –Use jargons during the conversation

Don’ts (Cont’d) •Put the customer on hold frequently •Sound bored, monotonous, tired or hostile •Talk to anyone else when on the phone •Indulge in talking with people around you while on a call •Chew/eat anything while speaking to customer •Have long pauses (dead air) during the conversation

Role-Plays •Happy Talking ! ! ! !

Summary In this module, you have: •Described the basics of telephone etiquettes •Listed the challenges faced by a Contact Center executive •Explained the stages of a telephonic conversation •Demonstrated effective telephone skills during ‘customer interaction’

Objectives By the end of this module, you will be able to: •Show examples of bill inserts, ads and schemes •Give an overview of the products provided by Airtel

Bill Inserts: Introduction •A bill insert is a secondary document, mostly of promotional nature, mailed along with the invoice to make use of the mailing expense already incurred •Bill insert is an important promotional technique to increase the revenue

Product Updates to Customers •Customers are updated about the various products through: –Bill inserts –Hoardings –Promotional inserts in print media –Advertisements in television and radio –Direct marketing

Insert for Cash Contest Bill Envelope for Cash Contest Games on Demand Insert Bill Envelope for GoD

Speed on Demand Insert

Summary In this module, you have: •Shown examples of bill inserts, ads and schemes •Given an overview of the products provided by Airtel

Objectives By the end of this module, you will be able to: •Describe the Lead Management process

Lead Management Process: Overview How to handle a call for new connection? •Thank Customer for his Interest In Our Services •Ask: –Name of customer –Address where he wants the connection (confirm whether service is available or not)

•Check CLI Number (If Airtel Land line) in call flow / CMS for address •What Is the Requirement Of Customer: –Residential, commercial or cyber café

•Start Explaining Plans (only one or two as per customer requirement monthly rental / free usage / modem rent) etc

Case Study 1

What agent needs to do after explaining plans? •Case 1 .. –Non-subscriber - Interested  Generate PMS Lead • Case 2 .. –Non-subscriber - Not interested  Generate PMS Lead • Case 3 .. –Subscriber- Interested  Log Request For Tariff Migration (Once in a billing Cycle)

• Case 4 .. –Subscriber - Not interested  Tag that call under Marketing/Sales Tab on Advt../Campaign Details

Interaction Capturing

For New Customer

Demo: Capturing a Sales Lead in CRM Role Play Summary In this module, you have: •Described the Lead Management process

Objectives At the end of this module, you will be able to:

•Explain the new activation process of Voice & DSL connection •Identify the reasons for delay in the activation process

Session Flow Overview: CAF Process Scope of the Process Case Study 1

Activation Process

Delay in Activation - Reasons •Sales Related –Wrong commitments given to customer regarding installation –Incomplete CAF •Installation Related –Distribution Point Required –If the distance between network elements & CPE is more than the required quality norms.

Delay in Activation - Reasons •Customer Related –Neighbors unwilling to co-operate with installation team –Customer’s premises locked •Others –No permission by local authorities –Right of Way (ROW)

Some important facts… •The Sales executive mentions the committed date of installation in the CAF •We convey the expected date of connection to the customer which is termed as committed date of installation in CAF. (If there is any delay in the process the same is updated and revised as committed date along with the reason) •Log a complaint with Sales in case the customer calls up before the committed date and says he was told that his line would be installed earlier

Some important facts… •In case the customer calls up after the committed date and says that installation

is not yet done (We need to log a complaint with the installation team as Delay in Installation) •As per the revised process, the STD facility will be available on the customer’s telephone line at the time when the dial tone gets through •Earlier STD was activated only when the facility was requested at the time of booking. The std facility shall be available on the customer’s telephone line at the time when the dial tone gets through •The BCC for full line activation is within 48 hours

Unified CAF Unified CAF (Cont’d) Installation tab (for revised commitment date) Workflow History Tab FAQ’s: Q. How much time does it take for a new installation? §It takes 5 days for Voice & 6 days for DSL connection to be activated. Q. Who provides the refund in case the customer cancels the order before the installation? §In such cases the Sales department provides refund. Q. How much time is taken for the full line activation after installation? A. It takes 48 hours for a full line activation.

Objectives By the end of this module, you will be able to: •List the DSL VAS being offered to the customers •State how the customer would be able to use these features

Session Flow DSL VAS Games on Demand (GoD) Games On Demand (GoD) Games On Demand (GoD)-Conditions for Playing Pre-conditions for being able to play the games: •Customer uses an Airtel DSL connection •Customer is logged in using his valid “username” and “password” and has downloaded the “Player” •The customer is “Connected” to his DSL connection

Subscription Process - Step 1 Go to Airtel Broadband Site: www.airtelbroadband.in

Subscription Process - Step 2 Subscription Process - Step 3 Subscription Process - Step 4 Meet GoD Installing the Player – Step 1 Installing the Player – Step 2 Installing the Player – Step 3 Ready to Play FAQs Interaction Capturing CRM Role Play Bandwidth on Demand BoD BOD service What is the BOD Service? Target segments, Benefits Speeds & Rate/Hour Customer Interface

FAQs Interaction Capturing CRM Role Play Airtel PC Secure

Installation and Configuration Steps •PC Secure software download and getting activation key •Installation steps in computer •PC secure un-installation

Retail Customer Packages Open the website http://airtel.in Here Select Airtel PC Secure

Select Click Here to Subscribe http://app.airtel.in/pcsecure/ Here you can find the three packages Select Terms and conditions and then download Downloading in Progress……. After click for Activation Key a New Window would open here type in your email addresses then submit After downloading customer would get its details on the pc secure portal . Here customer can De-activate the Subscription

Airtel PC Secure dump on the desktop Now Double Click on it for Installation

Installation in Progress……… Accept the Terms and Conditions Type the 20 digit Activation Key then press Next After installation restart The Computer After restarting the Installed software would Subscribe to the Server and also download the latest Updates

Now the Wizard would Run Automatically

Now the Wizard is complete Now Airtel PC Secure is fully Installed and Icon is there in the Taskbar PC Secure Un-Installation PC Secure Un-Installation Process For re-downloading the software login with DSL username & password Here key is mentioned , just click on Subscribe to

download the software Here just download the PC secure software No need to click “Get the Activation Key” Select the agreement and download the Software (For SMBs who are existing Airtel broadband Customers) How To Subscribe to SMB PC Secure •Customer can subscribe on his own. •Ask him to open Link http://app.airtel.in/pcsecureSMB/

For more Information log on to http://support.f-secure.com/enu/home/ For any Queries you can mail to [email protected] [email protected]

Thank You Kaushik Pramanik

Interaction Capturing Objectives In this module, you will to: •Discuss the advanced solutions provided by Net Expert

Net Expert •India's first ever automated Broadband care technology •Provides immediate solutions for Internet connectivity related problem

Features of NetXpert •Configure/ reinstall modem •Protect & repair system settings •Protect & restore IE browser favorites/settings •Configure email & resolve common mail problems •Detect & resolve connectivity problems •Provides Customer Service support through Chat option •Knowledge base on your desktop •Weekly alerts from Airtel on Hot offers

Components of NetXpert NetXpert - Installer •The NetXpert Installer is a Broadband Service Activation Solution •Facilitates faster installation of Airtel Broadband connection •Offers convenience of self installation •Provides support solution by automatically detecting & resolving issues related to –Connectivity –E mail –IE Browser

•Provides Help / Assistance in form of –Online Chat –Telephone Support

Internet Chat Support •Mandatory Fields –First Name –Alternate Phone –Email –Queue

•Direct to Live •Send System Information

Agent Demo…

CRM Role Play

FAQs BOD ?.What is BOD 1 Facility to upgrade bandwidth on the fly .Customer can move on higher bandwidth .as and when desired by customer ?How can customer use BOD.2 Customer will have to login on the BOD url using his/her Airtelbroadband .username and password ?How will customer be billed 3 Customer will be billed on as per speed he/she has chosen.( Billing will be done on 5 )Mins pulse ?What will happen to the Free download limit of the customer 4 When logged on BOD the customer’s original plan will get deactivated and customer will be billed for chosen bandwidth in Bandwidth on demand. No feature of the base plan will be linked to the BOD, thus the customer will not get free download .or free hours for using BOD if the same was prevalent in the original plan ?How can customer go back to his original plan 5 Customer will have to log out by selecting the DEACTIVATE button in BOD portal .to go back to his original plan Does the customer need to keep the BOD portal page active during the BOD 6 ?session BoD page may not be kept open for keeping the BoD session active.Closing the BoD page will not close the BoD session,to close the BoD session customer will have to .DEACTIVATE the BoD session What happens if customer forgets the to log out from BoD & keeps on doing 7 ?normal browsing After 1 hour customer will get a pop up window which will ask customer for extending the BoD session for another 1 hour,if customer do not click on any of the .option then he will by default to go his base plan ?How can customer see his usage of BOD 7

Customer can log on to selfcare Portal to view his usage ,also the session details will .be mentioned in the bill ?What if the customer forgets the Airtel broadband User name or password 8 Customer will have to call the call centre to get his password reset ?What are the tariffs for various services offered 9 (Speed)In Kbps 256 512 1024 2048

(Rate/ Hr for BoD)Rs 25 40 75 120

If Customer is logged in to BOD session any PC gets hang without proper logoff .11 ?will charging continue or it session will logoff automatically Customer will not be charged if his broadband session is disconnected.(If the customer has a dialer on his PC then he will not be billed for the usage if his PC gets .)hang,in case of modem authentication customer will have to switch off the modem

Games on Demand The Games on Demand option is available for all the subscribers. The Steps are as :follows

:How to Subscribe •

•

Open the website http://airtelbroadband.in • Click on Gaming Link on Main Page • New web page will open, click on login link , He need to login after he Subscribe’s on that website. After clicking on Subscribe he need to fill the form coming on the screen with correct email id. If the email id mentioned while subscribing for GOD is incorrect the customer would not be able to unsubscribe whenever required. • Once he is subscribed he can use Games on Demand option.

:How to Unsubscribe • The customer needs to open on the above mentioned website. • Login with Id and P/w created while subscribing )DSL User id of connection) • Customer clicks on the unsubscribe link. Unsubscribe links are present on login page, or in Billing section of FAQs. • Customer taken to web page where he fills in his authentication details and reason why he wants to unsubscribe. • Customer is taken to a web page with the info "We have received your request for unsubscription. To action on the same, we have sent you and email with the link to unsubscribe. Please click on the same to end your Games of Demand subscription ". • Email goes to the email address in customer's profile with a link for unsubscription. • Customer opens the email and clicks on the link. Web page opens in GoD look and feel confirming to customer that his subscription has ended. • Customer is unsubscribed from the service and no CDRs are generated for his account. He is also barred from the site. In case Customer disputes about these charges then initiate waiver from your side ::and wrap up that case under Type ::Provisioning Related Sub Type :: Vas Related Queries Sub-Sub Type ::Charging Procedure/Procedure Details. Online Infor Provided To The Customer And For Deactivation Of this service forward complaint under Type ::Provisioning Related Sub Type :: Vas Related Issues Sub-Sub Type ::DSL VAS Related. Games on Demand Type

Sub-type

Provisioning Related Provisioning Related Provisioning Related Provisioning Related Provisioning Related Provisioning Related Provisioning

VAS Related-ISSUES 98 WLL Facility

Sub-Type

VAS Related-ISSUES Background Music VAS Related-ISSUES CLIP Facility VAS Related-ISSUES CUG Facility VAS Related-ISSUES Call Alert/Call Waiting VAS Related-ISSUES Call Forwarding VAS Related-ISSUES Call Queue

Related Provisioning Related Provisioning Related Provisioning Related Provisioning Related Provisioning Related Provisioning Related Provisioning Related Provisioning Related Provisioning Related Provisioning Related Provisioning Related Provisioning Related Provisioning Related Provisioning Related Provisioning Related Provisioning Related Provisioning Related Provisioning Related Provisioning Related Provisioning Related Provisioning Related Provisioning Related Provisioning Related Provisioning Related Provisioning Related Provisioning

VAS Related-ISSUES Centrex Facility VAS Related-ISSUES Distinct Ringing VAS Related-ISSUES Do Not Disturb VAS Related-ISSUES Dynamic Lock VAS Related-ISSUES Dynamic Lock Password Reset VAS Related-ISSUES Explicit Call Transfer VAS Related-ISSUES Hotline Facility VAS Related-ISSUES ISD Facility VAS Related-ISSUES MLHG Facility VAS Related-ISSUES Malicious Call Identification VAS Related-ISSUES Parallel Ringing VAS Related-ISSUES Remote Telephony Management VAS Related-ISSUES STD Facility VAS Related-ISSUES Selective Call Barring VAS Related-ISSUES Selective Call Origination VAS Related-ISSUES Selective Call Waiting VAS Related-ISSUES Selective Ringing VAS Related-ISSUES Three Party Conference VAS Related-ISSUES VMS Facility VAS Related-ISSUES VMS Password Reset VAS Related-ISSUES Widex Facility VAS RelatedREQUEST VAS RelatedREQUEST VAS RelatedREQUEST VAS RelatedREQUEST VAS Related-

98 WLL Facility Alarm Call Background Music CLIP Facility CUG Facility

Related Provisioning Related Provisioning Related Provisioning Related Provisioning Related Provisioning Related Provisioning Related Provisioning Related Provisioning Related Provisioning Related Provisioning Related Provisioning Related Provisioning Related Provisioning Related Provisioning Related Provisioning Related Provisioning Related Provisioning Related Provisioning Related Provisioning Related Provisioning Related Provisioning Related Provisioning Related Provisioning Related Provisioning Related Provisioning Related

REQUEST VAS RelatedREQUEST VAS RelatedREQUEST VAS RelatedREQUEST VAS RelatedREQUEST VAS RelatedREQUEST VAS RelatedREQUEST VAS RelatedREQUEST VAS RelatedREQUEST VAS RelatedREQUEST VAS RelatedREQUEST VAS RelatedREQUEST VAS RelatedREQUEST VAS RelatedREQUEST VAS RelatedREQUEST VAS RelatedREQUEST VAS RelatedREQUEST VAS RelatedREQUEST VAS RelatedREQUEST VAS RelatedREQUEST VAS RelatedREQUEST VAS RelatedREQUEST VAS RelatedREQUEST VAS RelatedREQUEST VAS RelatedREQUEST VAS RelatedREQUEST

Call Alert/Call Waiting Call Forwarding Call Queue Centrex Facility Delayed Hotline Do Not Disturb Dynamic Lock Dynamic Lock Password Reset Explicit Call Transfer Hotline Facility ISD Facility Immediate Hotline MLHG Facility Parallel Ringing Remote Telephony Management STD Facility Selective Call Barring Selective Call Origination Selective Call Waiting Selective Ringing Three Party Conference VMS Facility VMS Password Reset Voltage Adjustment Widex Facility

ISSU E

P Brief Q/ SR_SUB_ r SR_T SR_SUB_ Summar R/ SUB_TYP DFF1 o YPE TYPE y C E d

Destination Host/Net unreachable

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Fault RepairRequests Disruption in Internet Related Services

Proactive-Wiring Repair or Replacement Required Internet Connectivity Issue

Fault Repair Related Password Reset Queries Related Fault RepairRequests Disruption in Internet Related Services

Password Reset Login Problem

Error 691

n/a n/a Network & Connectivity Related Mass Outage

n/a

n/a

n/a n/a Network & Connectivity Connection Not Related Working

n/a

Network & Connectivity Fault RepairRelated Requests

Modem Reinstallation-Site Visit Error 630-633-718720-797-ADSL USB Related Protocol Problem

Network & Connectivity Disruption in Related Services

Planned/Unplanned

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n/a

VPN Connection Not Working Regular FR ……….

Qu ery ReqDS

Frequent Disconnection

Network & DS Fault Repair Related Mail Client Connectivity L Queries Configuration Related Network & Mail Client ReqDS Connectivity Fault RepairL Related Requests Configuration Network & Disruption in Co DS Connectivity Internet Related mp L Related Services Email-No Incoming Network & Qu DS Connectivity Fault Repair Related Mail Client Queries Configuration ery L Related Network & Mail Client ReqDS Connectivity Fault RepairL Related Requests Configuration Network & Disruption in Co DS Connectivity Internet Related mp L Related Services Email-No Outgoing Network & Qu DS Connectivity Fault RepairMail Client Queries Configuration ery L Related Network & Mail Client ReqDS Connectivity Fault RepairL Related Requests Configuration Network & Co DS Connectivity Fault RepairMail Client mp L Related Requests Configuration Network & Qu DS Connectivity Fault Repair Related Email Password Queries Reset Related ery L Related Network & Email Password ReqDS Connectivity Fault RepairReset L Related Requests

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Outgoing Issue

Email Client

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Co mp Qu ery

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Create or Delete Email

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Hardware Related

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Hardware Related

Router

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Partic ular Webs Specific ite Website Relat issues ed Issue s

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Slow Browsing All Website Proactive-CPE Cleaning or Replacement Required Browsing Related

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DNS Configuration

n/a

n/a

n/a

n/a

Network & Disruption in DS Connectivity Internet Related L Related Services

Website Related Issue

OTHERS specific website not opening remote prb

Installation Additional DS and Provisioning L Provisioning Related-Queries Installation Additional ProvisioningWiring Related ReqDS and L Provisioning Requests Additional Co DS Installation and Provisioning L mp Provisioning Related-Issues Additional Qu DS Installation and Provisioning L ery Provisioning Related-Queries Installation Additional ProvisioningModem relatedReqDS and L Provisioning Requests Additional Co DS Installation and Provisioning mp L Provisioning Related-Issues Qu DS Installation Reprovisioning and ery L Provisioning Related-Queries Installation Splitter Reprovisioning ReqDS and Related L Provisioning Related-Requests Co DS Installation Reprovisioning and mp L Provisioning Related-Issues Additional Qu DS Installation and Provisioning L ery Provisioning Related-Queries Installation Additional Router ProvisioningReqDS and Related L Provisioning Requests Additional Co DS Installation and Provisioning mp L Provisioning Related-Issues

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Customer Service

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Bill Details Viewing Procedure

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Customer Service

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Payment Related

Customer Service

Airtel Website Related-Queries

Self Care Password Registration/Reset Procedure

Customer Service Customer Service

Airtel Website Related-Issues Airtel Website Related-Queries

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Customer Service Customer Service

Airtel Website Related-Issues Airtel Website Related-Queries

Self Care Registration Issues Unbilled Usage Viewing Procedure

Customer Service

Airtel Website Related-Issues

Unbilled Usage View

Customer Service

Airtel Website Related-Issues

Web Portal Performance

Customer Service

Airtel Website Related-Requests

Information Required

Customer Service

Airtel Website Related-Queries

Self Care Password Registration/Reset Procedure

Customer Service

Airtel Website Related-Requests

Self Care Password

Customer Service

Airtel Website Related-Requests

Self Care Registration

Qu ery DS

Duplicate Bill ReqL

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Request - Bill Bill Delivery Copy/Details

Duplicate Bill

Bill Copy/Details Bill Delivery not received

Duplicate Bill

Bill Copy/Details Bill Delivery not received

Original Bill Hard Copy

Provisioning Customer profile Related Updation Requests Customer Profile Provisioning Updation RelatedRelated Issues Billing Clarification on Related -Rental Charges

Billing Related Request

n/a Billing Related

n/a Bill Related Discrepancy

n/a

Bill Delivery

Bill Generation & Dispatch Queries

Change of Ownership

Change of CPE

DS L DS L DS ReqL Co DS mp L

DSL VAS Rental Related

Bill Delivery Modes

Customer Profile Provisioning -Billing RelatedRelated Queries

E-Bill FacilityActivation/Deactivati on Procedure

Customer SI/ECS/Auth. Accounting Related-Queries

Procedure for Activation/Deactivati on

Customer SI/ECS/Auth. Accounting Related Issues Services Collections Restoration Request Request for Related ReqDS Collections Services L Restoration

Co mp Qu ery

Billing Related Request

OG Release

OG Release

Services Collections Restoration Issue Provisioning Ownership Change Related Related -Queries Provisioning Ownership ChangeRelated Requests

Provisioning Ownership Change Related Related-Issues ProfileQu DS Provisioning Customer DSL Billling ery L Related Related-Queries DS Provisioning Customer Profile ReqL Related Updation-Requests Profile Co DS Provisioning Customer Updation RelatedL mp

Change Of CPECharging/Procedure DSL Related Billing Request DSL Related Billing

n/a

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DS Customer L Service

Tariff Related ReqDS L

Shifting Outside premises

PreInstallation Refund Related

Co mp Qu ery

DS L

L

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NetXpert Installation

Adjustment or Transfer of Deposit/Refund

Forced Cancellation-Pre Installation

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Delay in DSL ReqDS L Installation Co DS mp L Qu ery

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Refunds Related

DS L

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Customer Service

Information Procedure for Required-Procedure Shifting Related Queries Information Correspondence- Required Requests Procedures

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Customer Service

Information Procedure for Tariff Required-Procedure Migration Related Queries Information Correspondence- Required Requests Procedures Procedure for Tariff

Installation and Provisioning Delay in Installation Field Provisioning

Installation and Same Premise Provisioning Shifting-Requests Installation and Delay in Same Provisioning Premise Shifting

Network Disruption In And Internet Related Connectivity Services Installation Additional DS and Provisioning L Provisioning Request

ReqDS L

Co mp Qu ery Sales Wrong Req Commitment Co DS mp L

BOD PC Secure

Installation Additional and Provisioning Provisioning Related Issues

PC Secure

Installation Request for and Installation Team Provisioning Visit

Product

Sales and Marketing

Sales

Features and Usage Education

Qu DS ery L Dial up issue Req Co DS mp L Qu ery Customer ReqDS Appreciation L Co mp Qu ery

Tariff Migration in OSS(Already migrated in Flow) Transfer To L2

Network & Disruption in Connectivity Internet Related Related Services

Customer Service

People AppreciationRequests

DS Provisioning VAS Related Related Queries

Games on L Demand(GOD) Req Co DS mp L Qu DS ery L Safe Custody

Network & Connectivity Fault Repair Related DSL Dial Up Backup Related Queries Service Related

Dialup Services Not Working

Customer Appreciation

DSL VAS Related Games On DemandCharging/Procedure Online Info Provided /Usage Details To Customer

Provisioing Related VAS Related Issues DSL VAS Related

Games on Demand

Provisioning Safe Custody Related Related-Queries DS Provisioning Safe CustodyReqL Related Requests Co DS Provisioning Safe Custody mp L Related Related-Issues

Qu ery DS

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DS Billing L Related

Bill Related Discrepancy

DS Customer L Service

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Migration Related Dispute

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DS Bill Payment Home Pay L Collections Collection-Related Procedure DS Bill Payment Home Pay ReqL Collections Collection-Requests Collection

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Home Pay Related

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Co mp Qu DS ery L Blank Call/Call Req Drop Co mp Qu DS L Late Payment ery

Customer Service

Billing Related DS Waiver ReqL Related

Charges(Wrap Up Category) Co

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CorrespondenceRequests

Unclassified Queries

Clarrification On -Other Charges Late Payment

Late Payment Fee Related Waiver Given

Dead Phone

Parallel Connection

Qu ery Req Co V oic mp e Qu ery V

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Network & Connectivity Connection Not Related Working

Line or Lines Not Working

Installation Additional and ProvisioningProvisioning Requests

Parallel Connection

Co mp Qu ery V

Itemised Bill

Voice Relat Hello ed Tunes(Wrap Up Category)

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Request-Bill e Bill Delivery Copy/Details V oic Bill Copy/Details e Bill Delivery Not Received

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Sales And Marketing

Scheme Deactivation Marketing Request Request

Co mp Qu ery Req

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Wrong Commitment Made-Touch Point Executive(Submit At Lobby) Commitment Issues Wrong Commitment Made-FSO Related(Given To Sales Executive)

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Clip V Charges(Wrap Reqoic e Up Category) Co mp

ISSUE

Provisioning Related VAS - Requests

Brief FFC Summary

Resolution Code

Connectivity Related

Modem Reboot

CPE-Modem Hanged

CPE-Disconnect And Reconnection Done-Now Ok

Lan Cable Issue

Cpe-Cpe to Pc Cable Faulty

CUSREA-Changed The RJ 45 Cable In Customer End

USB Cable issue

CUSAWR-CPE To PC Cable Disconnected

Authentication Issue

CUSAWR-Wrong Username or Password

Customer LAN Card CUSREA-Customer system issue related issue

CUSREA-PC LAN Port Faulty Identified and Informed to Customer

LAN Card enabling

CUSREA-Customer PC Issue

CUSREA-Customer Informed

Customer wiring issue

CUSREA-Customer Own Cpe or Equipment Issue

CUSREA-Customer Informed

Modem Reinstallation

CPE-Modem ReinstallationDriver file currepted

CPE-Modem Reinstalled

RJ11 cable related issue

CUSREA-RJ 11 Not Inserted in CPE

CUSREA-RJ 11 Inserted in CPE

Splitter connection CPE-Modem To End Eqpt Cable issue Removed

Email

PC/Browser Related issues

CPE- Cable Connected Properly

Dialer settings

CUSAWR-Wrong Dialer Settings CUSAWR-Dialer Setting Corrected

Outlook Configuration

SOFTWR-Outlook Express Configration Problem

SOFTWR-OE Reconfigured

Customer Browser issue

SOFTWR-Browser Settings Related Issue

SOFTWR-Browser Settings Corrected

Customer Network issue

CUSREA-Customer Own Cpe or Equipment Issue

CUSREA-Customer Informed

Customer PC issue CUSREA-Customer PC Issue

Particular Website Related Issues

CUSREA-Using Wrong PasswordPassword Resetted

MTU Issue Specific Website issue

CUSREA-Customer Informed

CPE-Modem Settings or System CPE-MTU Size Modified Settings or Backend Issue CUSREA-Specific Site Issues due CUSAWR-Specific Site Issues to Remote End problems. Informed Customer

Customer own issues

PRODU CT SR_TYPE

Wifi Wifi Wifi Wifi Wifi Wifi Wifi Wifi Wifi Wifi Wifi

Customer Perception

CUSAWR-Customer Perception Issue

CUSAWR-Customer Educated

Customer Own Software issue

CUSREA-Customer Application or Software Issues

CUSREA-Customer Informed

Customer PC issue CUSREA-Customer PC Issue

CUSREA-Customer Informed

Customer Own Equipment issue

CUSREA-Customer Own Equipment Faulty

CUSREA-Customer Educated About His Own Equipment Faulty

Virus issue

SOFTWR-Virus Issue-Anti Virus Not Available on Customer System

SOFTWR-Anti Virus Installed and Updated

SR_SUB_TYPE

Installation and Additional ProvisioningProvisioning Requests Network & Connectivity Related Connection Not Working Hardware Related CPE or Hardware Related Network & Connectivity Disruption in Internet Related Related Services Network & Connectivity Disruption in Internet Related Related Services Network & Connectivity Related Disruption in Services Network & Connectivity Fault Repair Services Related Related Network & Connectivity Fault Repair Services Related Related Network & Connectivity Related Fault Repair-Requests Network & Connectivity Related Fault Repair-Requests Network & Connectivity Related Fault Repair-Requests

SR_SUB_SUB_TYPE

Router No Wireless Signal Router Browsing Related Internet Connectivity Issue Poor Wireless Signal Router Reconfiguration-Incomplete or Wrongly Done Router Reconfiguration-Not Done Modem Reinstallation-Online Modem Reinstallation-Site Visit Router Reconfiguration

Objectives

•At the end of this module, you will be able to: •Explain Value Added Services (VAS) to the customer –Identify the importance of VAS for the company and the customer –Categorize the types of VAS –Distinguish between charges levied for VAS

Session Flow Introduction - VAS

•VAS stands for Value Added Services –They are additional services provided along with the core service

Introduction - Value Added Services

Why are VAS important?

•Offer convenience to customers •Have a positive impact on the brand image •Contribute towards fixed usage and revenue per month •Good acquisition tool- differentiates Airtel services from that of other service providers •Creates word of mouth publicity

Types of VAS

Bundled VAS are those VAS which are available by default with the respective plans therefore there is no monthly rent charged for these VAS’s. Bundled VAS includes: –Voice Mail Service – Daily Alarm – Dynamic Lock – Call Waiting – Call Forwarding

Benefits of VAS •To the Customers

–Fulfill expectation at the cheapest rates

•To the Company – Attracts customers – Increase popularity – Increase revenue generation

Charges There are two type of charges: –Monthly Charges –Usage Charges (There are few VAS‘s which will be charged @ Rs.1.20 paisa / pulse and few VAS‘s will be charged as a normal outgoing charge as per talk plan)

Types Of VAS •Centrex •Widex •Call Waiting •Three Party Conferencing •Call Forwarding •Parallel Ringing •CLI •Malicious Call Identification •Do Not Disturb •Absentee Service •Multiple Subscriber Number

Centrex •A central office based communication service which integrates all the multi located telephone lines. It provides the facility of EPABX without the installed cost & maintenance of premises

equipment. •Each number of Centrex group is assigned a short coded Centrex number •Types of Centrex –Normal Centrex: In this Centrex tone comes by default & dial ‘0’ to get normal dial tone –Reverse Centrex (Default): In this normal dial tone comes by default & dial ‘#’ to get Centrex tone

Centrex Centrex •Residential welfare association (RWA) Centrex: Means activation of Centrex with in the residential welfare society –Applicable on talk 349 & above plans –Activation charges: NIL –Monthly rental: NIL

•Individual Centrex offer: This offer permits customer to make personal group of Airtel landline within the city –Minimum 3 connections are required –Participants should have talk 349 or above plans –Activation Charges : NIL –Monthly Rental : Rs 50 per connection

Electronic Private Automatic Branch Exchange (EPABX) •Connects people within an organization or an enterprise •EPABX is a system that allows the user to switch or transfer calls from one local line to another

•Note: Installation of EPABX is the responsibility of customers vendor Airtel has no role to play in this.

Widex •A facility that permits customers to make groups of Airtel Fixed line customers across NCR (Delhi, Gurgaon, Faridabad, Noida & Ghaziabad).

–Minimum size of a Widex group is 5 –Each member of Widex group is assigned a short coded Widex number –It works on the basis of reverse Centrex (Reverse Widex facility) •Mode of request : Written •Monthly Charges : 25 •Usage Charges : 25 Paise per pulse (180 sec)

Points to remember •A customer on Widex facility cannot avail Centrex facility •Widex facility is offered to mass, commercial, SME, corporate & not to PCO •Widex is available with all analog plans, all DSL combo plans & not with PRI BRI plans, PCO plans •Widex & Centrex facility cannot be subscribed on the same telephone line •Widex charges shall apply to all telephone numbers in the Widex group •Widex pulses are not adjustable under free pulses

Contd… •Authorization letter is required in case of multiple subscribers, for e.g. 2 different business entities will need to furnish separate authorization / Widex enrollment forms for subscription to Widex •A Widex group can be modified (expended or deleted) only after a minimum period of 1 month from creation •This facility is not available on digital (PRI / BRI) lines •Widex enrollment form needs to be filled up along with the CAF for subscription to Widex •In case of multiple applicants to the same Widex group, multiple Widex enrollment forms need to be subscribed to

Call Waiting – Introduction and Activation •Informs a subscriber that another caller is trying to reach him during an active call. –To attend waiting call: Flash+2 –To disconnect Active call : Flash+1 –To disconnect party on hold: Flash+0 –To toggle : Flash+2

•Mode of Request: Available by default in all plans. •Monthly Charges : NIL •Usage Charges : NIL

Activation & Deactivation Process Points to remember •Call waiting is not a phone feature , it’s a switch feature •During call waiting CLI will not display waiting number •Flash needs to be set @ 300 ms in Ebony Clip for Call wait to be used. •If Hello tunes is enabled the second caller will also be able to hear the Hello tune. •The short beeps the customer hears during a call will repeat till the second caller disconnects the call

Three Party Conferencing This facility enables three people to talk with each other at one time, can switch calls, cancel calls, even talk to all at once –Hold business meetings on the phone –Quick and collective decision making –Saves time and money.

•Mode of request : Verbal (if not available by default) •Monthly Charges : Nil •Usage Charges : Normal Outgoing charges as per plan

Three Party Conferencing

Points to remember •A subscriber can connect with people from different cities as well as from non Airtel subscribers on a Three party conferencing call •To use Flash 0 or flash 1 subscriber must toggle before, while on a conference call •Conferencing is possible on both outgoing & incoming calls •To have conference with incoming call it is first necessary to accept the call •Abbreviated dialing can be used along with call conferencing as it refers to the storing of telephone numbers in the switch. These stored numbers can be called by dialing their short code

Points to remember… •Call to the 3rd participant could be to a landline , mobile or WLL either on Local , STD or ISD number •To conference with 2 separate incoming callers , call waiting needs to be activated (i.e. to know that there is a 2nd call coming) •Will work with any instrument which has a Flash facility •For Ebony Clip , Flash settings to be at 300 ms

Points to remember… •No outgoing charges for calls to 3rd party if, –Centrex number dialed –Free number called as per any scheme –First time toggle will result in : Ist party will remain active & IInd party will go on hold while conferencing

Call Forwarding Call forwarding allows a subscriber to forward all incoming calls to a specified number or in other words subscriber can receive his / her calls on another number when they are not available on the regular line

Call Forwarding- Example Call Forwarding •Type of Call Forwarding –Call Forwarding - No Reply –Call Forwarding - Busy –Call Forwarding – Unconditional

•Available by default in all plans. •Monthly Charges: Rs 10 in Talk 250 otherwise free •Usage Charges : Normal outgoing charges as per plan

Call Forwarding – Activation Process Parallel Ringing Allows the subscriber to receive an incoming call on two numbers simultaneously –The subscriber can pick the call from either number –The subscriber can remain accessible without publicizing the second number

•Mode of request : Verbal •Monthly Charges: Rs.10 in talk 250 or else its free •Usage Charges : Normal outgoing charges as per plan –To avoid usage charges customer has an option to take parallel ringing on monthly rental basis @49, which is promoted by the name “roaming on land line” –For roaming on landline: Only monthly rental, no usage charge

Activation/deactivation procedure Points to remember •A switch confirmation message gets played after dialing the activation / deactivation code, both in vernacular and English language which educates the customer that parallel ringing is activated / deactivated •Parallel ringing is possible only on Airtel numbers, all GSM numbers and not on BSNL / MTNL or WLL number •The line from which a customer receives / picks up the call gets busy & the other one gets free •In case Airtel L/L is busy & subscriber has activated call waiting, then parallel ringing will not work. Subscriber will get call waiting.

Contd… •If the alternative number is busy, the call will ring only on the Airtel Landline •The alternative number can be any Landline number (other than BSNL / MTNL) or any mobile number (other than BSNL / MTNL). STD numbers cannot be considered •Parallel Ringing can work on a mobile phone which might be temporarily outside the circle – provided Roaming is activated •Roaming charges as per mobile tariff plan would be applicable •Parallel Ringing will not work if you have Voice Mail and Call Forward unconditional activated

Caller Line Identification (CLI) •The services allows the subscriber to keep a record of all incoming to their phone along with their time –Displays calling persons number –Helps in identifying the caller before phone is answered –Prioritization of calls –Caller ID instrument is required •Provided to all customers by default, except PCO customers •Monthly Charges : Rs 25/month *NOTE: For our existing Customers (Non corporate) who have been on network on or before 30th April 2006. ie > 6 months :the charge shall be applicable from ---- 1st December 2006. For rest of the subscriber the exercise shall be carried out on rolling basis month on month

Points to remember •The subscribers never miss an incoming even if they are away as the calls gets register on their CLIP and they can be called back later •As soon as an incoming call rings on the subscribers phone, the phone number of the caller registers on the phone’s caller id, however the capacity depends on the model of the CLI instrument •If customer is using CLI instrument then he will be charged Rs 25/month by default

Malicious Call Identification (MCI) •The services allows the subscriber to trace any crank call / threatening call with the help of customer care department •The subscriber can use the facility to record the malicious call as a proof to the police •FIR plus written complaint to Bharti is required •Monthly Charges : NIL •Usage Charges : NIL

MCI - Procedure •Press flash while answering any call •During malicious call press “#” to record the number at the switch •Service is provided for a period of 7 days only •Traced / recorded numbers will be handed over to police only not to the customer

Do Not Disturb •A subscriber who doesn’t want to receive a call can activate this feature •When a subscriber activate this feature, the caller will hear, –“The subscriber has activated do not disturb facility, pl. try after some time” –Then it will play “Call kiye gaye vyakti ne pareshan na karne ki suvidha kriyanvit ki hui hai, kripya kuch der bad dial kare”. •Mode of request: Verbal •Monthly Charges: Rs.10 •Available by default with all plans except 499,999,1495 •Usage Charges: NIL

Activation / Deactivation - DND Points to remember •There is only one default message which can be played, neither subscriber can choose message from a basket of messages, nor record the message in their own voice •Customer will not be charged for playing message to the callers. However the calling party will be charged as per the normal outgoing charges • When this service is active, you will hear a different dial tone reminding you to de-activate the service when you are ready to take incoming calls

Multiple Subscriber Number •This facility enables to take more than one number on the same telephone line •Each phone line will have a separate ringing tone for incoming calls •Secondary numbers registered under the pilot number •Delhi subscriber can take only 1 MSN where as Haryana & UP west subscriber can opt for 2 MSN •Mode of request: Verbal •Monthly Charges: Rs. 100 for Delhi & Rs 30 for Haryana & UP west per MSN •Usage Charges: NIL

Activation/Deactivation MSN - Points to remember •A subscriber can have up to two numbers on one common telephone line •No need to disclose pilot number (original allotted number) however if any outgoing call will be made by that number then pilot number will be displayed on the CLI of called party •Customer can choose which call to pick up as there will be separate ring for each line •This MSN can only be provided for incoming purpose not for outgoing •There will be slight difference between the rings

Alarm Call •This feature enables subscriber to fix the alarm at the appointed time •Types –CASUAL : Alarm call time can be set for next 24 hours. –REGULAR : Daily alarm can be set in advance for a maximum of 99 days. •Available by default in all plans except PCO customers •Monthly Charges : NIL •Usage charges •2 pulse gets generated at the time customer set the alarm (either casual or regular), no pulse is charged when alarm rings

Alarm Call – Usage Codes Points to remember •A subscriber can set any number of alarms during the day, subscriber should use 24 hour time format to set the alarm –(E.g. for evening 6’0 clock it should be 1800 hrs) •If subscriber have set two alarm in a day he can deactivate one of them by dialing 117+HHMM+# keeping other one active •If subscriber have set multiple alarms in a day & wants to deactivate all of them by single command, he can dial 117+# • If customer has been provided with a DF 5800 Instrument he can use the alarm facility in the instrument without any vas charges • When alarm rings it plays message: This is a reminder call from Airtel

Alarm Call - Benefits •Reminder service for important engagements •Serves as a regular alarm for a daily activity

Dynamic Lock •This facility allows subscriber to lock the phone using a numeric code •Subscriber can use it to prevent misuse of his phone in their absence •Default dynamic lock code is 0000 •Subscriber can set 4 digit numeric password of his choice •Subscriber can have different level of protection ie: local, std, isd etc •Subscriber need to register a password to use it first time •Provided by default to all customers •Monthly Charges: NIL •Usage Charges: NIL

Dynamic Lock Dynamic Lock – Usage Codes Dynamic Lock –Special case Faridabad •The dynamic lock codes for Faridabad customer’s are different from others for Normal Centrex only …. •To register a password – 123*0000 ABCD # •To unlock STD/ISD -124*ABCD 0# •To lock STD/ISD -124*ABCD1# •To Lock local call -124*ABCD 4 #

Dynamic Lock - Benefits •No misuse of phone line •Telephone bill under control •It guards against misuse of phone line by people other than the subscriber •Helps the subscriber to keep a check on the use of phone in their absence or otherwise as once the phone is locked, it requires the password for making any outgoing calls

Points to remember •Dynamic lock password will be blocked after 3 wrong attempts •Dynamic lock is a switch feature hence no one can make calls by attaching a different instrument on the line •A voice confirmation is given immediately when the customer activate/deactivate it •If the subscriber forgets his password or his password is blocked then he can get it reset free of cost by calling customer care, but agent need to authenticate customer on the following basis before getting it reset –CAF Number –Account Number –Date of birth –Authorized signatory in case of corporate

Contd… •Calls within Centrex cannot be locked using any of the codes •Post Number change, the STD / ISD dynamic lock facility will be in the as-is state and your existing dynamic lock password will be retained. It is advisable not to change the dynamic lock settings and password in the 24 hour period prior to the number change in your city •New password ( Should not be 1234 or 0000 – Can be any other 4 digit number )

Line Hunting •This is a facility which assigns a single number to represent multiple lines, one number can be mapped to different numbers •Types –Sequential : If the pilot number or any other group number is dead, the facility stops to function –Non-Sequential : If the pilot number or any other group number is dead, the call lands

on the other working group numbers •Mode of request : Written •(Pilot no. & hunting no. must be specified) •Monthly Charges : Rs 10 in talk 250 or else its free •Usage Charges : NIL

Line Hunting - Activation Process Line Hunting - Benefits •Dial one number and get connected to any free number in the group •Line hunting ensures that the caller can easily get through to the subscriber •The caller use only one single number & possibility of engaged line is greatly reduced •Line hunting facility proves most beneficial for SME & commercial segments •In case someone is trying to call the subscriber through the pilot number the call automatically gets directed to any free line (hunting number) in the group

Points to remember •By default we are providing Sequential line hunting •The Subscriber can only activate or de-activate the Line Hunting feature, but can not change the hunting sequence •All calls made within the hunting group will be charged •Line hunting is available only on the pilot number •Calls can be made from any of the hunting numbers •The group numbers will work even if the pilot number is dead, however the hunting facility will not work (In case of sequential hunting only) •Line hunting facility can only be activated for lines within the same Main Switching Unit (MSU) •Line Hunting facility is offered only on lines located in same premise. •We can entertain verbal request if subscriber is having 3-4 lines

Call Completion Busy Subscriber (CCBS) •This facility enables subscriber to redial engaged number directly •Call is made once the line gets free •Applicable only to Airtel numbers •Cannot work along with call forwarding •If dialed no is busy press Flash+138#, it will ring back whenever dialed number gets through •Mode of request : Verbal •Monthly Charges : Rs.10 •Usage Charges : When call gets matured it will be charged @ Rs 1.20/pulse

CCBS – Usage Codes CCBS - Benefits •No unnecessary attempts to dial a busy number •The switch redials as soon as the destination number becomes free and prompts with incoming call •On activation of CCBS, Switch would attempt for 30 mins, to establish a connection with the busy subscriber (B party). i.e. if the B party gets idle within 30 mins of activation of CCBS, a call would be established. For durations greater than 30 mins, CCBS doesn't work.

CCBS - Benefits Abbreviated Dialing–Introduction •This facility enables subscriber to create a dialing list and store it in the switch. Each number in the list is assigned an short code •The subscriber can use a short code instead of full number while dialing, specially useful for long digits ISD/STD numbers, it’s a one touch dial •Frequently called 10 numbers can be stored in abbreviated list offering short code i.e. 0 to 9

•Mode of request : Verbal •Monthly Charges : Rs 10 in Talk 250 or else its free •1 pulse would be charged for every no. which customer stored •Usage Charges : Normal outgoing charges as per plan

Abbreviated Dialing – Activation / Deactivation Points to remember •Subscriber cannot add 11th number in the dialing list •Abbreviated dialing is a switch feature and numbers are stored in the switch so subscriber can use any instrument of his choice •If subscriber will delete any location number then sequence will remain the same, means if he will delete number stored at location 5 then it will remain blank until he adds a new number

Delayed Hotline – Introduction •In this facility the subscriber’s phone gets connected to pre-specified number, after five second of picking up the handset, without dialing the number •Hot line connection automatically establishes when no number is dialed within 5 seconds after lifting the receiver •Also known as a “baby care” feature as a small child can get connected to the parents, just by lifting the handset •Mode of request : Verbal •Monthly Charges : Rs 10 in Talk 250 or else its free •Usage Charges: Rs 1.20/pulse

Delayed Hotline - Example Delayed Hotline – Activation / Deactivation Points to remember •If dynamic lock is activated then this facility will not work •Subscriber can also save STD / ISD number but STD / ISD facility should be activated •If subscriber wants to save STD / ISD number then he must prefix STD / ISD code before number

Contd… •Only regular usage charges will apply. No additional rental of VAS charges are incurred by using this feature • If Hotline is activated within Centrex, the usage charges are not applicable also, as it is a free call. However if you activate Hotline for a non- Centrex no. as your Hotline no. it will be charged • On activation, customer will not get any message. They will hear one long beep tone • If the facility is not activated, there will be a message played "This feature is not activated” • On deactivating the facility again, there will only be a long beep tone

Introduction to Voice Mail Service & Types •The service enables the subscriber to receive important voice messages even when they are unable to attend calls or in the meetings •Types

–VMS-UNCONDITIONAL: All calls diverted to VMS without ring –VMS-WHEN BUSY: If phone is busy/engage then call will be diverted to VMS. –VMS-NO REPLY: When there will be no answer calls will be diverted to VMS

•Mode of request : Verbal •Monthly Charges : NIL •Usage Charges : Rs 1.20/pulse when customer retrieve the message * Although it’s a bundled VAS but to activate this feature we require verbal request

Example Activation/Deactivation Process Retrieving Messages Retrieving Messages •VOICE MAIL MESSAGES CAN BE RETRIEVED THROUGH ANY LINE •To retrieve: –From Airtel landline dial 1551 or 41611551(Delhi), 4011551(Haryana) , 4311551(UP West) from other line. –Enter the mail box number (That is subscriber’s no. with std code but without ‘0’) –Enter the password (VMS default password is 1234)

Points to remember •The maximum storage capacity of VMS is 200 seconds which also includes fax mail •If voice mail box is full of messages then new message will not get recorded and caller will hear that “this mail box is full”

Summary •Voice Mail Service (VMS) enables any caller to leave a message for the subscriber of the service • Types of Voice Mail Service: – VMS - Busy – VMS - Unconditional – VMS - No reply • Charges Applicable: – Monthly charges – Nil – Usage charges – Rs 1.20/pulse when customer retrieve the message

Distinctive Ringing •Keep separate ring tones for different numbers on your telephone. So next time when someone calls you, you know beforehand who is on line •Know the type of call by the type of ring. Long rings indicate incoming STD/mobile or ISD calls •Local calls will have two short rings •Mode of request : Verbal. •Monthly Charges : NIL •Usage Charges : NIL

Selective Call Acceptance •Receive calls from desired telephone numbers •Selectively receive calls from desired telephone numbers only •Mode of request : Verbal.

•Monthly Charges : Rs 20 •Usage Charges : NIL

Activation & Deactivation Process •To activate Dial 1757 + your dynamic locking password •To enter Dial 1755+ Password + List number (00 to 49) + Telephone number •To delete Dial 1756 + Password +List number •You will have to enter telephone number along-with STD code •To deactivate Dial 1758 + Password

Selective Call Waiting •Identity important calls during call waiting •You can define up to 50 telephone numbers (00 to 49). Incoming Calls from these numbers will give a single ling beep during call waiting instead of the usual two short beeps, giving a choice to pick up important calls and discard unimportant calls –To attend waiting call : Flash+2 –To disconnect Active call : Flash+1 –To disconnect party on hold: Flash+0 –To toggle : Flash+2

•Mode of request : Verbal •Monthly Charges : Rs 20 •Usage Charges : NIL

Activation & Deactivation Process •For Entering: Dial 1765 + Password + List number + Telephone number •For Deleting: Dial 1766 + Password +List number + B party number •List number is defined as 00 to 49

Absentee Service •A subscriber can leave a pre programmed message by activating this feature •Subscriber have a flexibility choose his message out of 15 pre programmed messages •Mode of request: Verbal •Monthly Charges: NIL •Usage Charges: One pulse will be charged when customer will activate this feature & Normal outgoing charges will be charged when customer when customer will dial 1227 to listen the message

Activation / Deactivation Points to remember •The message is played out without any ring on the phone •It is similar to DND but here subscriber has a flexibility to choose his message out of 15 preprogrammed messages •Pre-programmed messages are as follows: –The Airtel number you have dialed is not responding. Please dial after some time –The subscriber you have called is busy in a meeting. Please try again later –The person you are trying to reach is currently busy, please call back later –The Airtel number you have dialed is not responding, please dial after some time

Vas Activation-Deactivation

Vas Activation-Deactivation contd.1 Vas Activation-Deactivation contd.2 Vas Activation-Deactivation contd.3 Vas Activation-Deactivation contd.4 CRM Role Play Unified Messaging Service •UMS is a facility through which subscriber can receive fax and also get printout of it •Subscriber can receive fax message on his Airtel number •The message can be forwarded to any fax machine for printing •Message can be forwarded n number of times to different numbers as it will get stored into voice mail box

Types of UMS •Virtual Fax •Never busy fax •E- Voice mail

Virtual Fax- The Product •The service will allow the customer to receive fax on his email as an image file attachment in the email inbox (email id given by customer) •For convenience of use, the customer will be provided additional number (MSN) that he/ she can exclusively use as an efax number •Flow: –Sender faxes in the normal course to a regular number –Receiver receives fax as image file attachment in the email inbox –The customer can also call an access number (1551) and listen to his mail box to know the faxes received. Options to print, forward, delete etc will be available

Never Busy Fax •If the customer’s fax machine is busy or not replying, the incoming faxes will be accepted by the UMS system and auto printed later when the fax number becomes available •Auto print feature will print the faxes to the customer’s fax machine after specified time period with retrial options. Auto print can be configured to the same fax number or any other number •Customer can also call an access number (1551) to listen to his mail box to know the faxes received. Options to print, forward, delete etc will be available

E-Voice mail •When a calling party leaves a message in subscriber’s voicemail box, message gets delivered in customer’s email inbox (provided by customer) as

.wav file attachment •Customer can subscribe to this service for the following conditions (similar to voicemail service): –Busy –No reply –Direct forward (unconditional)

•This takes away hassle of checking for voicemail

Pricing Points to remember •UMS service won’t work if you have call waiting feature. Call waiting will have to be deactivated to subscribe to UMS •Service is not responsible for auto printing if there is any hardware, power, paper or other problem besides the above scenarios •You can also access your UMS box by dialing IVR number 1551/1940 as applicable in your circle for the Voice Mail •Default password for IVR will be last 4 digits of your UMS number (i.e. fixed line number) •In Never busy fax, application will retry 6 times every 5 minutes. If fax is not delivered even after the retries, it will be dropped •Once the delivery happens for eFax, Never busy fax or E-voice mail, it will be automatically be deleted from your UMS box

Step 1: Raising SR – Categories/Sub categories Step 2: Mandatory Information Airtel Live – Music on Demand •Airtel Live Music On Demand allows callers to listen to their favorite music on their Mobile Phone •Over 10000 songs organized into 17 Languages & Categories like Top 20, Evergreen, Devotional etc •Access this service by dialing 543213 (Toll Free) •Store their favorite songs in My Zone (Similar to My Playlist) •Download Ringtones for the selected songs •Dedicate full song to someone

Airtel Live – IVR Flow Airtel Live – Music on Demand •Charges –Subscription Based service –Subscription Charges: Rs.30 for 30 Minutes per month –Re-Subscription Charges: Rs.30 for 30 Minutes per month –Validity: 30 Days –Top-ups: Rs.20 for 20 Minutes, Rs.10 for 10 Minutes –RingTone Download: Rs.10 per ring tone –Song Dedication: Rs.10 per song –IVR 543213 is toll free

Airtel Live – Music on Demand – IVR Flow Airtel Live – Music on Demand •Help Option available for subscribers –Changing the language

–Querying the Balance Minutes Left –Tariff Details –Unsubscribing the service

Hello Tunes Hello Tunes •Hello Tunes allows your callers to hear a song of your choice •There are more than 80,000 songs available in over 17 languages

Hello Tunes •Mode of Request / Charges –Mode of Request: Subscription –Subscription Options – Price – Validity •30 days normal subscription* - Rs.30/month - 30 days (Auto-renewal of Rs.30 2nd month onwards) •Advance rental – Rs.60 - 3 months •Advance rental – Rs.120 - 6 months •Advance rental – Rs.200 - 12 months

–Post Subscription: Song Charges Rs.15 to Rs.20 per song

Hello Tunes •How to use? –Dial 543211, subscribe & select a song. IVR Charges – Rs.3/min –Key features of IVR - 543211 –IVR can be heard in 14 languages –IVR has more than 28 Genre & Sub Genre –Choose song of your choice from 80,000 song selection

•How to deactivate? –Dial toll free no. 543211808

Hello Tune Deactivation Hello Tune Deactivation contd Hello Tune Deactivation contd Hello Tune Deactivation contd CRM Role Play Objective •By the end of the module you will be able to: –Define New Customer Engagement –Understand the significance of New Customer Engagement

What is The Concept? •To handhold the customers for a period of 0-90 days –Induction Call •Educate

the Customers

–First Bill Explanation Call •Explain

the First Bill

–Second Bill Explanation Call

•Explain

the Bill

What is The Concept? (Cont’d) •To handhold the customers for a period of 0-90 days –Collection Calls •First bill Collection, Pre Due Date Collection and Post Due Date Collection

–Retention Calling •Calls for the customers who want to cancel the connection/s

–VONC – Voice Of the New Customer •Calls to the customers for there experience with us for the first three months

Why do we have New Customer Engagement? •To increase the amount of support extended towards the customer •To Handhold and guide the customer through first few days of connection usage •To increase the level of customer satisfaction

How does it help? •Reduce the amount of discrepancy between CAF, Sales team and what customer required •Reduce the number of calls by 0-90 days customers to the call centre •Reduce the number of pre anticipated complaints and requests

Objectives By the end of this module, you will be able to: •Explain the bill and its component to the customers •Identify the dunning calendar •Explain the billing cycle •Understand the various modes of payment

Bill •A statement of money owed for the products or services rendered •Generated at pre-specified regular intervals called billing cycle

Bill (Cont’d) •An Airtel bill indicates –Customer information –Account details like account number, invoice number, invoice date, due date and billing period –The plan opted –The amount charged for the usage of service –Details of the calls made –The charges for any additional services –Due date for payment

Importance of the Bill •Legal document of the product purchased

•Proof of the service rendered by a company •Provides the details of the product bought or any kind of service rendered

Purpose of a Bill •A bill provides detailed information in 3 areas: –Customer related –Connection related –Amount related

Specific Customer Segment Bills •Based on the customer segment, following are the types of bills: –Normal( Voice & DSL) Bill –Voice Bill –DSL Bill –Group Pulsing Bill –STD PCO Bill –Local PCO Bill

Bill Components A Basic Bill – Single Connection A Basic Bill – Single Connection A Basic Bill – Single Connection A Basic Bill – Multiple Connections Important Information - Total Adjustment A Basic Bill (Cont’d) A Basic Bill (Cont’d) Other Charges Other Charges (Cont’d) Billing Cycle Dunning Calendar Related Terminology •OG barring: The outgoing calls are barred on the 30th day of bill dispatch and a late payment charge is levied •Incoming Barring or Temporary Withdrawal (TW)/Suspension happens when the outgoing and incoming is barred •Forced cancellation or Permanent Withdrawal (PW) happens when there is forced cancellation

Dunning Calendar for STD PCO Modes of Payment Modes of Payment Special Rebates and Concessions Account Level Charges •Late Payment Fee: If the customers delayed their payments after due date or making the part payment. They incur additional charges as : •From 4th day after due date •Charges proportionate to outstanding bill amount

Account Level Charges •Cheque Reversal: Cheque bounce charges of Rs. 200 are levied on the customer if the customers’ cheque gets bounced •For all other reasons, we would charge Rs. 100 only

Activity Invalid Cheque Reasons •Out of Date –A cheque would be considered as invalid if the date mentioned on the cheque is before or after 6 months from the current date or the year is incorrect e.g 2005 mentioned on the cheque

•Drawer's Signature required –This is incase there is no signature on the cheque / incase of a partnership firm if only 1 signatory has signed / there is a mismatch in the signature from the signature done at the time of opening a Bank account

•Alteration Requires drawer's authentication –Incase of any cutting done/ any change in the amount then the drawer has to sign where the alteration has been done. Incase no signature done its considered as invalid

Invalid Cheque Reasons •Amt. in Words & figures not matching –This is when there is a mismatch between the amount mentioned in words and figure

•Outstation Cheque –Only cheques of Delhi or NCR would be considered for a NCR Customer ,rest are outstation e.g a chennai cheque

•Title of Account required/missing –Sometimes the drawer forgets to write the name in "whose favor the cheque would be" , & also when the customer's Bank A/c no. is missing then it is considered as Invalid

Checking Cheque Status •Call Centre Agent can check the status of the payment by logging on to –Convergence Screen on ECRM –Automated Payment System –Infotouch

Skip Bill •A bill which is not generated in a defined billing cycle is known as skip bill •Bill gets skipped due to the backend problem •During this time, Customer service will not be stopped •All skipped bills have same bill generation and Due date •Customer will be allowed to make, part payments once all skipped bills get generated •Part payment will happen as per the number of bills skipped. •For 2 skipped bills it is 70 :30 , 3 skipped bills it is 50 :50 and 4 and more it is 40 :30 : 30 . Of total outstanding in the interval of 15 days

Relevant Interaction Capturing Summary In this module, you have: •Explained the bill and its component to the customers •Identified the dunning calendar •Explained the billing cycle •Understood the various modes of payment

Objectives By the end of this module, you will be able to: •Identify different types of bills •Explain the voice bill

Voice Bill Voice Bill Voice Bill (Cont’d) •Monthly Charges are called Scheme Charges and not monthly rental - Pay Less Get More

Specific Bills •In addition to customer segments, there are undefined categories of bills: •First Time Bills –These reflect one time charges under the “other charges” category, which include: installation, activation, etc.

•Tariff Migration Bills –Reflect the impact of Tariff Migration on the bill both in the Rental as well as the Call Charges

•Itemized Bills –Though STD and WLL calls are detailed in normal bills, total local calls charges are mentioned in one line

Specific Bills (Cont’d) •Group pulsing bill –Customer holds multiple connections and opt for group pulsing –Customer have to opt for the same billing plan for all the numbers –Same billing address for all the connections –Free pulses can be shared with in all the group pulsing connections –Advantages: Customer holds multiple numbers but if the usage of some numbers is even below the free pulses limit, then those pulses can be adjusted with phone numbers of high usage

Specific Bills (Cont’d) •Shifting bill –Account level charges are charged in case of Shifting

•Cancellation bill –Monthly rental is charged on pro-rata basis. i.e. no monthly rental is charged after the customer sends the request for the cancellation of the connection –Customer only pays the usage charges

First Time Bills Tariff Migration Bills Tariff Migration Bills (Cont’d) Itemised Bills •Bill contain details of all local calls •Charges are applicable for the itemised bill

Shifting Bills Shifting Bill (Cont’d) Bill Reading from Infotouch – Voice Bill Bill Reading from Infotouch – First Bill Bill Reading from Infotouch – Tariff Migration Bill Bill Reading from Infotouch – Itemised Bill Bill Reading from

Infotouch – Group Pulsing Bill Bill Reading from Infotouch – Shifting Bill Reading from Infotouch – Cancellation Objectives By the end of this module, you will be able to: •Explain the DSL bill •Identify the steps to perform bill Calculations •Discuss the steps to log calls for billing

DSL Bills Billing calculations Billing calculation Billing calculation Billing calculation Billing calculation Billing calculation formula Exercise – Bill Calculation •Situation 1: Byte/Volume Based Plan •Situation 2: Time/ Duration Based Plan

Activity – Bill Reading •Byte/Volume Based Plan •Time/ Duration Based Plan

Skype Bill •Bill amount shoots up drastically in a particular month •Customer may complaint that the amount is wrongly charged

Skype Bill – Previous Month Bill Skype Bill – Next Month Bill Billing call log •Bill not received •Previous payment not reflecting •Outgoing release •Change of billing address •Scheme not opted for

Bill not received

•Check the segment of the customer •Check if bill is generated •Check dunning calendar •Check if POD is available •Complaint forwarded to BCC (Billing & Credit Control) –Check if the POD is disputed –Dispatch the copy of original bill or duplicate bill

Previous Payment not Reflecting •Check the details in APS •If payment is not reflecting, take the details of payment from the customer •If customer has made the payment by cheque then search for the cheque using cheque tracker. •Forward the log to BCC

Previous Payment not Reflecting (Cont’d) Previous Payment not Reflecting (Cont’d) Previous Payment not Reflecting (Cont’d) Outgoing Release •Check payment history for latest payment details •If customer’s agony is high, despite no record of payment, check for the payment details from customer –Mode of payment (Cash or cheque and cheque no.) –Place of depositing payment

•Log in the request for ‘outgoing open’ •Promote ECS to the customer •Communicate the reference no. & SLA of 4 working hours

Outgoing Release (Cont’d) •If the customer made the payment by Cash a) Ask for the receipt no. b) Where has the customer made the payment (Location)

•If the customer has made the payment by cheque, then ask for cheque details a) Cheque No. b) Bank & Branch c) Dated d) Dropped place e) Amount

Outgoing Release (Contd….) •Fact to remember After 48 hours if the payment is not reflecting then the outgoing will be barred again.

Change of Billing Address •If the customer complains that he is not receiving bills then check for billing address if any corrections to be made then log a request •Customer wants his billing address to be changed

–Ask the customer to submit new billing address proof

Change Of Billing Address •Inform the customer 1. To submit his Address Proof at nearest Airtel Office Check addresses of airtel offices from Infotouch->Customerism->Where to Submit Selfcare Documents)

2) He can Fax or E Mail the same Check Fax Numbers from Infotouch->customerism-> Fax Numbers for NCR/North cities

3) Address will be changed with in 24 Working Hours from the time of submission of his form 4) From Next Billing Cycle he will get his Bill at new Address 5) Wrap Up That Case In ECRM under Type:: Provisioning Related Sub Type:: Customer Profile-Billing Related Queries Sub Type:: Billing Address-Change/Correction Procedure

Scheme not Opted •The customer’s bill is not calculated according to the plan customer has opted for •Check CAF copy •Check info touch for packages attached

Top 10 Types and Sub Types of E-CRM Agent Demo… Role Plays Pop- Ups in Infotouch Blue pop up Red pop up Green pop up Service Restoration Guidelines for call center •‘ Promise to pay ‘ request can be processed only if customer’s outstanding amount is for 1 bill only •Outstanding amount is for 2 bills* or more. We would not log any service restoration request, stating that payment is not reflecting in the Billing software, once gets uploaded , services will be restored •For forced cancellation cases, a dummy CAF needs to be filled-up for reactivating the telephone and DSL services

Service Restoration Guidelines for call center (Cont’d) •Mandatory details required for Logging OG release request –For Cheque : Cheque No., Bank name, Amount, Dropped where and date of cheque. –For Cash: Amount, Receipt No., Payment done where. –For Credit Card: card no., Card holder’s Name, Date of Expiry, amount, bank and dropped where.

Objectives By the end of this module, you will be able to: •Explain the PCO Bills

Public Call Office (PCO) •PCO facilitates people to make calls by paying for the same •PCO subscribers help generate revenue for the company on commission basis

The Segment •STD - Subscriber Trunk Dialing •PCO - Public Call Office •CCB- Coin Collection Box

Local PCO Local PCO STD PCO STD PCO CCB PCO CCB PCO Bill Reading from Infotouch – Local PCO Bill Reading from Infotouch – STD PCO Bill Reading from Infotouch – CCB PCO

Home Bill Pick Up Home Bill Pick Up Charges will not be charged** .from 20 March Till further Update

Important Points -/ Home Bill Pick up charges are Rs 30/- if Bill Amount is less than Rs 3000 # -/Home Bill Pick up charges are NIL if Bill Amount is greater than Rs 3000 # .Customer can make the payment by Cash or Cheque # Note::- We do not charge any amount for home bill pick up across Agra , Lucknow and Meerut

Process Flow Customer calls in call center and saying that .Send someone for payment pick up -:What Officer Needs To Do Check which city he is calling from and Billing amount and accordingly inform).1 .him about charges Forward Request under Type:: Collection Sub Type:: Bill Payment Collection Request Sub Sub Type:: Home Pay Collection  I don’t want to pay this amount I will make payment on my own -:What Officer Needs To Do 1.) Wrap up under Type:: Collection Sub Type:: Bill Payment Collection Related Sub Sub Type:: Home Pay Procedure  I am ready to pay the charges please send some one -:What Officer Needs To Do 1.) Forward Request under Type:: Collection Sub Type:: Bill Payment Collection Request Sub Sub Type:: Home Pay Collection  I had requested for payment pick up but till yet no one had visited my premises for payment collection -:What Officer Needs To Do Forward complain under).1 Type:: Collection Sub Type:: Bill Payment Collection Issues Sub Sub Type:: Home Pay Related

OG Related Scenarios If customer is complaining that his connection is barred then follow these .steps Check Barring Status in OSS (.1 Check Dunning Tab for IC/OG (.2

Check in Infotouch for Red Window (.3 Check his Outstanding/Due date/Payment History from (.4 convergence/billing/outstanding tab

Scenario 1 If payment is reflecting (.5 Restore customer’s connection (DSL+ VOICE) from Infotouch and wrap up that case in ECRM Type:: Collections Sub Type:: Service Restoration Request Sub Sub Type:: OG Release

Scenario 2 If payment history is good and only one month amount is pending and (.6 customer is giving payment details Restore customer’s connection (DSL+ VOICE) from Infotouch and wrap up that case in ECRM Type:: Collections Sub Type:: Service Restoration Request Sub Sub Type:: OG Release

Scenario 3 If Red Window Customer (.7 Do not fwd his request. Share phone number which is mentioned on red window and wrap up that case in ECRM Type:: Collections Sub Type:: Service Restoration Request Sub Sub Type:: OG Release

Scenario 4 If IC is also barred (.8 Then inform customer to wait till payment reflect in the system and wrap up that case in ECRM Type:: Collections Sub Type:: Service Restoration Request Sub Sub Type:: OG Release

Scenario 5 If outstanding is there from past two three months (.9 Then forward customer’s request under Type:: Collections Sub Type:: Service Restoration Request (Sub Sub Type:: OG Release(If DSL and OG is barred OR (Sub Sub Type:: IC/OG port Release ( If DSL and IC/OG is barred

Scenario 6 If customer is saying that payment has been made few days ago still my (.10 .connection is not working .Then Check the records in APS whether payment is reflecting or not If Reflecting Restore customer’s connection (DSL+ VOICE) from Infotouch and wrap up that case in ECRM Type:: Collections Sub Type:: Service Restoration Request Sub Sub Type:: OG Release If not Reflecting Then Forward that request under Category :: Customer Accounting Sub Category :: Payment Posting Related Sub Sub Category:: Previous payment not posted Incase of cheque wait for three days and in case of cash wait for 24 hour)) and also forward request for restoration of connection in ECRM under Type:: Collections Sub Type:: Service Restoration Request (Sub Sub Type:: OG Release(If DSL and OG is barred OR (Sub Sub Type:: IC/OG port Release (If DSL and IC/OG is barred

Scenario 7 If customer is saying that due to some billing dispute he has not made (.11 .the payment and asking for restoration of connection Then Check customers call history and check the waiver details in .infotouch If waiver initiated not approved Ask customer to make the payment and informed him that waiver will reflect in his next bill once it gets approved and ROL that query under Category :: Collections Sub Category :: Request for Services Restoration

Sub Sub Category:: OG Services Release If waiver approved and still opening balance is there If Amount is >199 then inform customer to make the payment of that amount and ROL that query under Category :: Collections Sub Category :: Request for Services Restoration Sub Sub Category:: OG Services Release If Amount is <199 then Restore customer’s connection (DSL+ VOICE) from Infotouch and wrap up that case in ECRM Type:: Collections Sub Type:: Service Restoration Request Sub Sub Type:: OG Release If waiver approved opening balance is zero Restore customer’s connection (DSL+ VOICE) from Infotouch and wrap up that case in ECRM Type:: Collections Sub Type:: Service Restoration Request Sub Sub Type:: OG Release

Objective •By the end of the module, you would be able to: –Demonstrate OG unbarring process

While probing on calls for OG concerns please check: Dunning Tab Payment Outstanding Details Current and previous month bills (Due Date) If necessary then also check Various for any adjustment

In the case of IC barred please inform to customer that until the payment will not reflect in the A/C (APS) services cant be restored SLA for the OG Release is 4 working hours

Check List Cond. Red POP UP Yellow POP UP - How it looks ? Case Study What to do: When OG and IC is barred and on the red pop up it is mentioned due to RF (Registration Fee) cheque bounce -In this case customer has to reissue the cheque or he can pay that amount through any mode. As soon as the payment will reflect in the system POP UP will be removed

and then SR can be raised to restore the services Note : Until and unless these POP UPs are removed, services can not be restored For removal Pop officers / Team Leader needs to send a mail to the concern department For Red Pop Up Pradeep Semwal/BCC/NCR/BB&TS/Infotel/BTVL For Yellow Pop UP zeeshan jamil/F&A/North/BB&TS/Infotel/BTVL

Things To Check Before Unbarring Dunning Tab – Every telecom operator defines a dunning process that is used to remind subscribes that their payables are overdue Customer is requested to make payment

The Dunning Management System is a software package that: -Handles all actions in a dunning process in one place -Manages dunning processes by invoices or by subscribers

 Dunning Link enables us to check the status of services: - Active - OG BAR - IC BAR

Things To Check Before Unbarring Cond. •Payment history –To check whether the latest payment has been updated or not and to check the total outstanding for which services may be barred

•Cheque Status – If customer has made the payment and it is not updated in the system then before lodging a concern regarding PPNC, officers needs to check the status of cheque in eCRM or Infotouch. If there is any status found in the system then officer needs to communicate the same to the customer to resolve it online

•Bills –Check latest and previous bills ( Due Date ) to know for which bill the services has been barred

Dunning Tab - Infotouch Dunning - eCRM Payment History - eCRM Cheque Details - Infotouch Cheque Details - eCRM Points On Which OG Can Be Release •Outgoing services can be restored on the basis of payment details, if there is only 1 outstanding pending •Proactively inform to customer that if within next 72 hrs. payment will not reflect in the system then the services will be barred again and it can be only

restored again when the payment will reflect in the system Remember: •If the Last payment was reversed due to any reason , services can only be restored only when the payment will get reflected in the system. Eg. Cheque reverse or SI/ECS reverse •OG can be release on the basis if there is a concern regarding Previous Payment Not Updated •If customer has not received a hard copy of original bill then on this basis services can be restored –However agent needs to check the POD details and if there is any dispute regarding BNR ( Bill not received ) then officers needs to take 1 complain regarding BNR and 1 request for OG Services Restoration

•If there is any dispute regarding bill and the status of SR ( Service Request ) is still open then on this basis, OG can be restored through Infotouch

In the case of the Previous Payment is Not Updated: (PPNC ) If payment is made through cheque First capture the cheque no ,name of the bank and then check the status of cheque in CHEQUE STATUS available at INFOTOUCH or Convergence iCRM

Then log a concern regarding Previous Payment not posted with the mandatory information: Cheque – Cheque number, name of bank, location of drop box ,cheque date and amount. In the case of HOME BILL PICK UP SERVICES receipt number Cash – Batch number, Tid number & Seq number, Name and location of Easy Bill Center , amount and date Online – Transaction id , Name of Bank , amount ,date and Web Site through payment has been made

In the case of the Previous Payment is Not Updated: (PPNC ) Type – Customer Accounting Sub Type – Payment Posting Related Sub -Type - Type – Previous payment not posted

How To Restore Services Through Infotouch Select Product Type ( STEP 2 ) For Voice ( STEP 3 ) For DSL ( STEP 4 ) Wrap of the call in eCRM

( STEP 1)

After restoration of the services update the interaction in eCRM and communicate the correct SLA Type – Collection

Sub Type – Service Restoration- IC and OG Service Release Status Sub -Type - Type – SR Status Query – Unresolved SR

Interaction capturing

Objectives At the end of this module, you will be able to: •Demonstrate usage of OSS

Operation Support Software (OSS) •To check the status of the customer’s account –Barring / Unbarring –Network status –Logged in Status –Plan Speed –RSU Name –E - bill

OSS Login Page OSS – Main Menu OSS - Search OSS – Plan Detail OSS – Reset Password Error 691 E-Bill

Demo…. Objective By the end of this module, you will be able to: •Discuss the reasons why complaints occur •Demonstrate process of handling complaints

Complaint •A customer voicing his / her dissatisfaction when he / she experiences… –Product failure •Phone dead •Call drop

–Service failure •Payment not posted •Bill not received

Why complaints occur? •A mismatch between expectations from the product and its performance –E.g. A customer complains that he was told ISD is pre-activated in his connection whereas this is not the case

•A perception of the customer, that the product is not functioning satisfactorily –E.g. Customer feels that the network is poor in the area where his home is located even though it is a handset problem

Why complaints occur? •Lack of response from customer support department –E.g. Calling up the helpline for information and getting an indifferent or rude reply

•Substandard Performance / Breakdown of either a part or the entire product –E.g. Call drops due to congestion in the network

Why complaints occur? •Emergence of a new product / technology from competition resulting in dissatisfaction with current product –E.g. Scheme offered by Competition reduces the call charges between Parent and Add-on connection

•When commitments made are not kept by the selling organization –E.g. CLIP was to be given free of cost for first 3 months, but is charged for the same in the bill

Why Complaints Need To Be Handled? •A customer gives repeat orders & provides referrals only if he is satisfied with the product / organization •An unvoiced complaint is more harmful as you don’t get a chance to redress the complaint •A complaint handled well strengthens the relationship One dissatisfied customer will talk to nine people who in turn will talk to nine others

Dealing with an Angry Customer •H – Hear Them Out •E – Empathize •A – Apologize •T – Take responsibility for Action

Hear Them Out •Listen attentively •Don’t interrupt while the customer is venting his anger •Record his complaint •Isolate the core and associated problem through paraphrasing

Empathize •Put yourself in the customer’s shoes •Remember, the person on the other side is not just a number •Use of phrases like: –“I understand…,”

Apologize •Unconditionally apologize for the inconvenience caused •Apologize genuinely –“I apologize…,”

Take Responsibility for Action •Inform course of action •Give TAT •Follow – up if required •Take feedback on satisfaction with resolution

Some Objections you might face

What do we do now …….. Escalate Summary •In this module, you have been able to: –Discuss the reasons why complaints occur –Demonstrate process of handling complaints

Objectives By the end of this module, you will be able to: •Discuss importance of probing •Explain how to probe to determine the customer’s needs •Discuss the use of appropriate probing questions to determine needs •Present steps / guidelines for good probing

Probing A technique employed to encourage the respondent to give a more detailed answer to a question and elaborate on his previous response

Importance Of Probing Probing helps you to: •Uncover and develop customers need •Focus your customer on issues that you want them to consider •Encourages discussion

•Change tracks in a discussion •Gains interest •Involves the prospects •Keep the other persons attention

Importance of Probing •Prove to your customer that you really care for them •Helps identify the root cause of problems •Helps avoid a ‘push’ approach

Probing Technique Step by step questioning method •Step I- General Questions (Background questions)

•Step II- Focus Questions (Related to specific needs)

Open Ended Question •The answer to these questions is descriptive • The customer is given the chance to state his views E.g. - “What are your requirements ?” - “How do you access your mails? Is it convenient?”

Close Ended Question The answer to these questions are in monosyllables E.g.: •“Do you have a landline connection?” •“Are you facing any problems with the current

connection?

General Information questions •Help in getting information regarding: –Situation - e.g. “Do you have a broadband connection at home –Background - e.g. “ What is your monthly telephone usage?”

?”

Focus questions •Useful to probe and unearth Need –Focuses on problem and its implications e.g. “Do you have a problem of repeated dead phones?”

•Focuses on lack of a facility or convenience e.g. “How do your children do all their computer related work?”

Answer my query Objective By the end of this module, you will be able to: •Handle Voice Troubleshoot related calls

Categories of Phone not Working •Dead phone –No dial tone in the phone resulting in no incoming and outgoing facilitates

•No outgoing –Inability to make any calls from phone

•No incoming –No calls being received on phone

•Instrument faulty –A technical/physical problem in the instrument

Common Customer Complaints for a Dead Phone •Common customer voice complaints for dead phone are: –“My line is not working” –“No dial tone in my line” –“I can hear some beep sound” –“My phone is out of order/ dead”

Reasons: Dead Phone •There is no dial tone •The phone connection is being shifted or cancelled •The telephone cord is not inserted properly •The billing machine at STD / PCO is not switched on •There is a problem in one of the lines of the parallel connection •The power in the base unit of a cordless phone is switched off

If the Line is not Under Shifting / Cancellation •Select the type of customer’s phone connection from the options provided

If the Connection is for PCO / CCB •Ask the customer to check if the line cord is inserted properly –“Sir/ Madam, kindly check whether line cord is inserted properly”

For SME / Corporate Connection •Check if the line cord is inserted properly •Check if the EPABX is working properly •Check if there is a dial tone in any of the parallel connection •Check if there is power in the base unit of the cordless phone

Residential / Commercial Connection •Check if the line cord is inserted properly •Check the dial tone for one of the line of the parallel connection •Check if there is power in the base unit of the cordless phone

Final Step for all Options •If the dead phone starts working submit Resolved On Line with detailed comments •If the phone is still not working, raise a complaint with detailed comments

Dead Phone – Flow Overview •Check Mass Outage •Check for dial tone •Check if the there is a request for shifting/ cancellation •Check if the line cord is correctly connected properly in the instrument •Check for the power status of the STD/PCO machine

Dead Phone – Flow Overview •Check the parallel connection •IFR coordinator does Fault Analysis and Sulim Testing •For Switch side errors, IFR coordinator will forward the complaint to Switch •For Line side (Customer side) related errors, field engineer visits the customer's premises. •Complaint forwarded by the IFR coordinator, the closure will be done by QRC

Let’s practice: Dead Phone •CRM Demonstration

Let’s practice: Logging dead phone complaints SLA for Dead Phone Common Customer Complaints for No Out Going (OG) Calls •Common customer voice complaints for barred outgoing calls is: –“I cant make any calls although I can receive calls”

Reasons: Outgoing Barring •The phone connection is being shifted •The dynamic lock is activated •The bill is not paid •Centrex activated

OG Barred on Non Payment •Check if –The customer has not paid the bill –There is outstanding in the account –The cheque paid by customer has bounced •Educate the customer regarding payment options •If the customer insists that payment has been made during last 24 hrs –Log in the request for ‘outgoing open’ –Communicate the reference no. & SLA of 4 working hours –Educate the customer that the OG may be barred again after the system auto re-checks for the realization of the payment •Wrap-up the call with detailed comments

OG Barred •CRM Capturing

No O/G & I/C

Let’s practice: Logging OG Barred Complaints Reasons: Incoming Calls Barred •Do not disturb is activated •Unconditional call forwarded to a wrong number •Shifting •Ringer volume is set at low level in the instrument •The payment is not made

Let’s practice: Logging Incoming Barred Complaints Final Step for all Options •Wrap-up the call with detailed comments •Raise a service request if there is still no dial tone

Faulty Instrument Complaints •Common customer voice complaints for faulty instrument are: –“My phone is not working, please help” –“The voice is very faint whenever I am on the phone” –“Phone is dead but after replacing it works fine” –“Incase I speak through speaker I can talk but once I speak with the handset, the line gets disturbed”

Reasons for Faulty Instrument Complaints •The line does not get disconnected •The customer is unable to dial a particular digit •Ring tone is inaudible •The customer can hear disturbance/crackling in the line •There is a delay in dial tone •The voice quality is very poor

Faulty / Defective Instrument •CRM Capturing

Instrument Defective Contd 2 Defective Instrument Let’s practice: Logging Faulty Instrument Complaint Calls related to part disruption in service Categories of Phone Defects •One way speech –Only one party can hear the voice from other end

•Call drop –Termination of calls either immediately after dialing or while conversing.

•Delay in call set up –Delay in connecting to the dialed number

•Delay in dial tone –Delay in hearing the dial tone after picking the receiver

Categories of Phone Defects (Cont’d) •Cross talk –Interference in the call due to mixing of other connection

•Half/False ring –Ringing of just half a bell for all the incoming calls

•Poor voice quality –Encountering a lowered quality of voice while conversing with the other party

•Parallel connection not working –Line parallel to the base line goes erratic

One Way Speech Difficulties •One way speech difficulties –Occur when the caller is not able to hear the person at the other end or the person at receiving end is not able to hear the caller’s voice –Result in only one way transaction of voice –Are a result of technical snags or instrument faults

•Customer complaints for speech difficulties: –“I can’t hear the voice from the other end”

One Way Speech – Flow Overview •Check the type of instrument used by the customer •Check if the problem occurs for all calls •Do the Sulim test, based on result, field engineer visits customers premises •Field engineer checks the instrument coil cord, loose contacts etc •Out calling agent contacts customer and closes the call

SLA for One Way Speech Call Drop Situation •The customer is encountering the termination of a call immediately after dialing or anytime in between the conversation. •There is a technical or instrument related problem •Customer complaints for call drop: – “Whenever I call it gets disconnected on its own”

Call Drop – Flow Overview •Check customer segment from CCB, STD PCO, Local PCO, Normal line •Check if it happens for all calls •Check if it happens only with GSM, TATA, Reliance calls •Do the Sulim test, based on result, field engineer visits customers premises •Field engineer checks the instrument coil cord, loose contacts etc •Out calling agent contacts customer and closes the call

SLA for Call Drop Delay in Call Setup •It refers to a situation in which on dialing any or a few specific number, it takes a while before the call gets connected •Results in undue holding time •Due to technical or exchange related problems •Customer calls of delay in call setup –“Whenever I call it connects really late”

Customer Complains of Delay in Dial Tone •On pulling the receiver off the hook it takes a while before the subscriber can hear the dial tone. •There is a technical snag or an instrument problem •Few customer complaints: –“Whenever I pick up the receiver I don’t get the dial tone immediately it comes after a long time”

Customer Complains of Cross Talk •The interfering voices heard while he is on a call • Disturbance in smooth conversation •Some customers’ complaints –“Whenever I call I can hear a lot of voices” –“There is a cross connection and I can hear other people talk”

Cross Connection / Cross Talk •CRM Demonstration

Cross Connection Cross Connection contd.2 Customer Complains of Line Disturbance •The customer is facing some disturbance/interference while conversing, or just on lifting the handset off the hook •Physical or technical fault in the phone line •Some frequent customer complaints: –“I have a lot of disturbance in my line” –“I can not hear properly”

–“There is a lot of noise in my phone when I make calls”

Line Disturbance – Flow Overview •Check the type of instrument •Check the position of Rx switch for Emerald instrument •IFR co-ordinator does a Sulim Test •IFR Engineer checks for loose contact •IFR co-ordinator gives the details of the resolution

Line disturbance •CRM Capturing

Line Disturbance Line Disturbance contd.1 Line Disturbance contd.2 SLA for Line Disturbance Complaint of Parallel Connection not Working •The line established parallel to the base line has gone faulty, while the base line is working fine •Problem at the physical connection level •Some examples of customers’ complaints: –“My parallel connection is not working” –“There is something wrong in my other connection, please get it checked”

Summary In this module, you have: •Troubleshoot voice related queries

Objective By the end of the module, participants would be able to: •Understand the importance of high end data products •Define Audio Conference •Familiarize with PSTN , ISDN & DSL technologies

ISP Infrastructure •One of the first Private ISP operators in India •Offer more than 2 Gbps of Internet bandwidth today - a rare distinction in a small span of time •Points of Presence (PoPs) in all themajor business locations of the country –Thirty-four Points of Presence PoPs in Strategic business locations •Established a high speed Internet backbone of nxSTM-1 bandwidth across the country. It is designed in two tiers: –Tier-1 consists of six Core PoPs, which connect to the Undersea Fiber Gateway at Chennai –Tier -2 consists of twenty-eight PoPs that in turn connect to the Tier-1 Backbone

ISP Infrastructure •The undersea Fiber Gateway on Network i2i at Chennai peers with SingTel at the SingTel Internet Exchange (STIX) in Singapore and USA at nxSTM1levels. STIX has extensive peering arrangements with Tier 1 ISPs in USA. •Domestically, Airtel peers at the National Internet Exchange of India (NIXI) at Delhi and Mumbai. •To offer value to its customers, Airtel also has a limited peering with the other ISPs in India.

ISP Infrastructure Value Proposition •Offers ports to customers ranging in speeds from 64 kbps to STM-1 •Port speeds can be availed of in the nx64kbps, nxE1, nxDS3 and n x STM-1 modes. •Extensive experience in delivering access to the Internet port via different media viz. Copper, Fiber, Radio or Satellite access. •Airtel provides both Internet Bandwidth & Last Mile to ensure seamless connectivity and better support •Considering that customers may/may-not require the ability to burst depending on the application

Value Proposition •Offers Internet Ports in both the Dedicated and Shared modes •A dedicated port subscribed to by the customer is dedicated and exclusive on the backbone for the customer ensuring committed availability for his applications •A customer not requiring dedicated port availability, may choose a shared service –Ports are shared in a 1:2, 1:3 or 1:4 manner guaranteeing the customer a dedicated 50%, 33% or 25% speed of the subscribed port respectively –The customer may get the benefit of extra bandwidth (burst) while other customers on the shared port are not using the service

Leased Lines for Business •A permanent telephone connection between two points set up by a telecommunications common carrier –Used by businesses to connect geographically distant offices for Internet or Data/ Voice applications •Always active/on

•Fixed monthly rate –Monthly fee depends upon the distance between end points and the speed of the circuit •Assure a given level of quality compared to other forms of connectivity –Connection doesn't carry anybody else's communications

Leased Lines for Business •A point-to-point link provides a pre-established WAN communications path from the customer premises through the provider network to a remote destination. •Usually leased from a carrier and are called leased lines •Available in different capacities •Leased lines provide direct point-to-point connections between enterprise LANs and connect individual branches to a packet-switched network

Type of Leased Lines Links are taken for: •Customer Location to Customer Location –Point to Point Links: To connect between 2 locations or Multiple Locations – Basically taken to transfer Data/ Voice •Customer Location to ISP –Internet Leased Lines – To connect Between ISP and the client –Basically taken to access Internet •Customer Location to NLD –To connect between 2 Offices situated in different states •Customer Location to ILD –To connect between 2 Offices situated in different countries • Service Operator Infrastructure links

Leased lines to the WAN Cloud Leased lines to the WAN Cloud (Cont’d) •To connect to a packet-switched network, a subscriber needs a local loop to the nearest location where the provider makes the service available •This is called the point-of-presence (POP) of the service •Normally this will be a dedicated leased line •This line will be much shorter than a leased line directly connected to the subscriber locations, and often carries several VCs (Virtual Circuits) •Since it is likely that not all the VCs will require maximum demand simultaneously, the capacity of the leased line can be smaller than the sum of the individual VCs

Leased Lines as per the type of customer The Operators

Features of Leased Lines •Unlimited data transfer •Static IP’s –For Data & Voice applications •Scalable –Existing infrastructure of OFC & copper cables able to go up to E1’s, DS3’s & STM’s •High Speed –Shared & Dedicated connectivity with variable contention ratio’s •Quality –Service Level Agreement for assurance on QoS •Reliable & Secure –End-to-end digital underground copper cable network. High quality international bandwidth by Singtel / i2i. •Superior server technology & dedicated port provide total security

Comparison of Internet access Advantages of Leased Line •High speed •Ease of downloads •Access to graphic rich contents •Net telephony with clarity •Audio streaming •Downloading video clips •High quality video chats, conferencing •Scalability •Hardware investments protected •Solution can grow with requirement

Advantages of Leased Line (Cont’d) •Always on •Cost effective communication •Data Transfer / Information •Real time monitoring / action •Connectivity to host Mail / web servers •Security •Data transactions •Virtual Private Networks (VPN’s)

Virtual Private Network VPN •VPN stands for Virtual Private Network •The service offers a virtual private network connecting various points of presence of your business on Bharti’s network •The Service ensures –No network congestion –Lightening fast response time and –Absolute security

Overview of VPN •ADSL IP VPN is a Closed User Group cost effective means of Data communications for companies –Enhance their business opportunities and maintain a secured data network by this Intranet solution •Data is transferred between the corporate offices and its branch / clients offices for pure intranet applications •Service is offered in a unique way without any external WWW threats to the IP VPN network •Enables customers to reach the business clients in an easy way without any limitation in the amount of data transfer –Unlimited data access interlinks •Used by all kinds of organizations to provide application data transfer, service support, information/query/inventory support, for share traders to allow their sub-brokers to access the centralized trading servers •Acts as a WAN connectivity tool for companies which helps them establish a secured user friendly private network at the lowest TCO and higher performance links with scalability options

Market Scenario •Indian enterprises need for interconnectivity between either their branch offices or their clients for inter data transfer •Best fits into all SMB segments , Corporate and commercial segments too –For eg. In today’s market scenario , the Share Trading business segment has captured a higher volume of this solution and is in fact best fit into their business requirements with an unlimited intranet access

•Currently the IP VPN service in India are offered by Airtel & Tata Indicom. •Complete broadband solution and offers better performance and lowest TCO

VPN – Network Diagram •

Some possible applications •Offering flexibility to work from multiple locations –Head office connecting to branch offices –Companies offering web based support services –Employees sit at home and connect to their offices –Web access to above employees at home via Office-Internet –Main broker connecting to sub brokers –Dealers / Channel partners connecting to Parent Company –Banks, petrol pumps, police stations –In short VPN is the best answer to any applications needing •Point to Multi Point Connectivity

Service Offering •Bharti offers India’s first private IP VPN services

•Currently deployed at certain circles of ABTS •Customer base of around 2000 subscribers in TN circle alone. The other circles that offer this solution are Karnataka, Delhi, and Mumbai •Enterprises can choose their options of private IP addressing depending upon their network : –Same Subnet : To have an extended LAN facility in order to access applications that are pertained to certain IP Class. –Different Subnet : To have a differentiation on their home and remote networks, customers can opt for a separate class of IP addresses for their central network and a different IP range for their clients/branch offices network

Service Offering (Cont’d) •Current Service Availability : –This is purely an Intranet service and can be only accessed by our IP VPN links and not by external cloud unless an external links are inter-linked to the IP VPN

•IP Routing : –The solution offers an IP address range of 10.XXX.XXX.XXX configured at the central location and an internal routing is done at the service operator end equipment –( BRAS ) towards their distributed client ends with IP range of 192.168.XXX.YYY

Features of VPN •Unlimited Access with 24 hours - always online connectivity –IP VPN links helps the organization to maintain a 24 hour access – always online connectivity between their VPN networks –Offers an Unlimited Access package on the data transfer •Low – Latency & High Performance –Data flow in the ADSL IP VPN links are only within the operators network locally and as there is no involvement of the international links ( Internet ) –Performance in terms of data transfer in milliseconds ( ms ) are considerably very low, which is ideal for their typical applications ( for eg. ERP / Tally / SQL database access ).

Features of VPN (Cont’d) •Video & Voice Applications –Apart from data traffic, the customer can also use the same links for their video & voice applications, like video-conferencing between their remotely located offices and used in case of Video-Surveillance needs –Voice over IP ( VOIP ) within their offices ( internal ) can also be used on the same IP VPN links without adding any additional charges on the access front •Highly Secured –Data transfer are purely intranet and accessed within this closed user group IP VPN networks only –No external attacks on this network happens and the use of Private IP’s add to the network security

Features of VPN (Cont’d) •Virus Free –There is no requirement on the International (W W W ) network when using IP VPN for inter office communication –Network is free from Virus attacks and other external forces •Scalability –Customer has the privilege of scaling their central end and remote end IP VPN ( ADSL ) links to any bandwidth required according to their application needs like 128 / 256 / 512 Kbps and 1 Mbps shortly •Own IP administration –Allows organizations to use their own private IP’s schemes , which in turn is

configured by the operators for the convenience of the customer’s application access and comfort ability in IP administration

Features of VPN (Cont’d) • Lowest TCO –The highlight on the ADSL IP VPN implementation is the least hardware requirement both at the central and remote sites , wherein an ADSL Ethernet –Router is required for transferring data between the networks thereby eliminating the need for high end converters and WAN routers –Centralization of the customer network connected using IP VPN links provides the flexibility of controlling , monitoring and administering the remote ends from the central end itself , thereby eliminating the need to have a system administrator at every remote site and thus keeping the cost of network administration low –Need for technical expertise for such VPN links are very less than compared to traditional internet based VPN links which involves firewall and WAN routers

Benefits of VPN •For the Corporate Customer – Central end –Greater convenience to provide centralized access to their data network –Ability to access remote end networks from central site itself for troubleshooting and software up gradations tasks –Can restrict the level of network access to their remote end users –Single Ethernet output with a higher bandwidth VPN link makes ease to converge into their internal servers / core network –Edge over their competition ( by way of Differentiated service) –Easy to implement and does not require higher technical expertise

Benefits •For the Branch / Clients - Remote users end –Accessibility to the corporate network with a non-complicated WAN link –Edge over their competition ( by way of Differentiated service) –Own IP administration –Scalability options available –Secured and high performance link with low latency WAN links. –Easy to implement and Ease to add multiple clients to the central network.

Target Segments •Organizations with frequent Inter - office interactions: –Financial Segments – Banks , Share Trading Businesses , Chit funds. –Travel desks - Airlines, Railways, Agencies .( e.g. flight Info, reservations etc) –BPO associates working for a large corporate. –Medical – Hospitals, Medical Labs , Scan Centres, Pharmacies , Tele-medicines. –Insurance Companies , –Retail outlets & Stores. –Pharmaceutical Companies –Hospitals- emergency no’s –Government Services: Women helpline, Ambulance, fire extinguishers –Telemedicine applications. –Scan centers and Lab divisions.

Competition Scenario •The ADSL IP VPN services in India till now was only offered by Airtel & Tata Indicom •These broadband connectivity were only accessible from the same service provider

Wi-Fi

Wi-Fi : The Wireless LAN Concept •A typical SME Wi-Fi setup –Laptops and PCs , both needing internet access simultaneously –No wires, no drilling into walls with range ~100 feet indoors •Wi-Fi offers: 4 in one box –DSL CPE –WiFi Access Point: support 10-15 Wi-Fi enabled PCs / laptops –LAN switch – 4 Ethernet ports –Firewall

Target market •SMEs with few employees on LAN + 1-2 laptops •Hotels and restaurants for their DSL connectivity and Wi-Fi service at lobby •Business centers: no wires •Shopping Malls etc with multiple PCs where wiring is a concern •SMEs can connect their LAN behind firewall on Ethernet ports, use WLAN for providing access to visitors

Advantage Wi-Fi •Wireless internet. Surf from anywhere •Link multiple PCs and Printer. No need to remove wire from PC to connect to laptop •No need to load drivers on PC/laptop. Just switch on the modem, click on browser and start surfing •Caution: for customers with time based plan, they should switch off the modem when not in use or preferably take download limit based plan •Adding value to DSL offering for residential and SME •Technology leadership position in the market place

Costs : Wi-Fi •Wi-Fi & PCMCIA card for Rs 9,999/•Cost of extra PCMCIA card = Rs 1750/- each •In case the customer already has Wi Fi enabled laptop and does not requires PCMCIA card then cost = Rs 8249/-

Video Surveillance Over VPN Our Market Offer •BusinessLive@24 X 7 –SME –Commercial –Corporate •HomeLive@24 X 7 –Residential –Day Care Centers

BusinessLive@24x7

HomeLive@24x7 CCTV Systems •Analog Systems •Physical wiring with cables all the way from camera to TV/ Monitor –Installation process cumbersome •Limited by distance •Storage on tapes and other magnetic media –Expensive and bulky •Market highly unorganized, most equipment imported by resellers

Digital Video Surveillance Systems •Capture and transmit video images in digital form over Ethernet cables – as Data •Size of data can be varied by changing the “frames per second” (fps) •Flexibility to use video images like data in an IT system –Transmission over internet –Storage and retrieval on digital media – CDs, DVDs –User defined Access and Security levels –Option of WiFi

Advantages Over Conventional CCTV •Real time, off-site/ remote monitoring and control •Easy Deployment •Easy storage and retrieval of images •Flexibility in configuring solutions

Components •IP Camera (WiFi/ Ethernet) + Router •256 kbps VPN (Minimum Bandwidth) •PC at remote location with 256 MB RAM, P III •VGA Card in case viewed over a TV

Architecture Bandwidth Requirements

Camera View Scenario 1 •Logs in through software * •Multiple cameras (max 16) can be managed and viewed simultaneously on one screen •Full screen view possible Scenario 2 •Logs in through the fixed IP address from internet browser •Cannot view more than one camera * •*Ports 80/ 5000/ 5001/ 5002 are to be opened if the viewer is behind a firewall

Features •Simultaneous monitoring of multiple sites •Can be viewed on Internet browser •Programmable Digital Video Recording –Simultaneous multiple recording –Motion detection based •Can be used with –Ethernet –Independent PC/ Laptop –Wireless •User defined security levels and settings •Frame rates adjustable based on bandwidth availability and security requirements

Key Benefits •Cost optimization –Reduction in security and supervisory staff –Reduced cost of storage, images can be stored off-site •Ease of installation and use –WiFi can be used where cabling is not practical –Install camera, router, configure IP •Safety and security needs –Can be integrated with existing IT systems •Added features –Voice recording, motion detection

Applications •Monitor your Stocks and Inventory •Keep an eye on your cash and financial transaction counters •Supervise your Operations •Control Productivity and Efficiency of Staff •Check Pilferage •Maintain Quality of Service •Wherever you are… Be in control.

Target Segments •Monitoring intensive businesses –Upgrade existing CCTV users –Multi-location SME: logistics firms, factories, warehouses, shop floors –Shopping Malls –Security Services –Financial transactions intensive businesses: banks, ATMs, cash counters, jewelry stores etc –Sensitive public and private installations –Homes with working parents –Day care centers, crèches

Target Segments

•“Quality of Service” driven businesses –Hospitals –Hotels and restaurants/ restaurant chains –Retail outlets/ retail chains –BPOs/ call centers –Customer care/ service centers

Pricing Elements •

Upfront costs: •Camera(s) •Router

at camera and viewing locations (DSL/ WiFi) •Registration charges •

Recurring costs: •DSL/

VPN plan charges •DSL router rental

Pricing Structure •Cost of CPE and Rental •DSL Router security deposit: Rs. 1000 •Monthly DSL Router rental: Rs. 199 –OR

•WiFi Router (optional): Rs. 5500 •Cost of Camera – D Link DCS 2100+, DCS2100 •Rs. 13800 •Rs. 8495

Processes – Pre-sales/ Sales Processes – Post sale •Installation and tech. support: VPN/ DSL I&FR •Camera (Dlink DCS 2100+, 2100): vendor provides warranty and service •SEF: same as for DSL/ VPN (with additional CPE) •Warranty on camera: 1 yr, provided by vendor •Warranty on router: 1 yr, provided by Airtel •Customer Care Numbers –Existing Call Center numbers of DSL

Video Surveillance Software Screen Video Surveillance screen Shot

What is Audio Conference? •Audio Conference (or Teleconference) is a voice-based service that connects multiple parties from different locations to hold simultaneous conversations through a telephone •The service eliminates the need to have a meeting at a specific physical location, instead meetings can be conducted over a telephone

Why Audio Conference Service from Airtel? •The service can be conducted over the existing telephone set up (Fixed or Mobile). Thus, no additional infrastructure is required by user •Connect any where – any time across the globe to a conference with any telephone available •Conduct conferences at your own convenience •No making repetitive calls •Conduct instant meetings to take quick decisions •Save on multiple STD and ISD costs, save invaluable time •24/7 dedicated customer care and operation team for better conferencing experience •Large party meetings across the globe. 300+ participant audio conference is possible

Why Audio Conference Service from Airtel? •The service is backed by: • Integrated domestic and international long distance services 32,000 kms of advanced, intelligent, nation-wide OFC network spanning over 240 cities •Strong partnership with leading cellular operators and International carriers •Bharti’s unparalleled expertise in Telecom solutions

Target Segment •Large organizations having multi-location E.g. FMCG companies, •Manufacturing industries •Companies with associates and different locations E.g. Consulting organizations, Exports, IT industry •Organizations announcing their financial results through Earnings calls •Media houses •Financial Institutions, Banks, educational institutes •Consultants – financial, job related, others •Those participating in conferences hosted by International associates

Target Segment – Whom to target? •Regional Offices: To interact with Regional/Branch offices •IT Divisions: To check whether systems are in place across locations each morning •Consultancy / IT Companies: Project discussions, Group discussions •Sales: Review sales and update sales strategy in different cities •Crisis Discussion: Take everybody's ideas and incorporate them •Press Conferences: Address Press Conferences right from your phone

Target Segment Info. to acquire from customer •To non users of conferencing: – – – – – –

Locations where they are based or would like to interact with Likelihood of joint meetings for various divisions – Intra & Inter division meetings (IT / Sales / Marketing Frequency of such meetings Time when calls meetings are scheduled Spend on multiple ISD calls when multiple national locations are involved. Communication Group Structures

• To users of conferencing: • Locations from where conferencing happens • Expense on conferencing • Service provider being used: National / International

Product Applications •Some of the product applications are listed below: •Board meetings Management Discussions •Project Reviews Daily meetings with overseas associates •Financial results release Staff training •Crisis management Marketing new services to your clients. •Distributor / Field briefing Sales & Marketing reviews •Regional conferences Press Conferences •Vendor Negotiations Investor Relations •Q & A session Broadcast / Lecture •Distance learning programs Opinion Polls •Panel discussions Expert advice •Celebrity chat Telephone based quiz shows and contests

Conferencing Fundamental •Airtel has a total of 17 bridge locations across India

•These bridges act as a small conference room and on connecting each of these, a single room is created where the conference happens. This connectivity is on an always-on network. Thus conferences happen across bridges within a snap of the fingers •Participants at these locations can join the conference call dialing a local number or the nearest bridge •Each location has a helpdesk number, an unattended dial in number and attended dial in number

Conferencing Fundamental – Bridge Locations Conferencing Fundamental – Local Bridging Conferencing Fundamental – National Bridging Conferencing Fundamental – International Bridging Conferencing Fundamental – Combination Bridging How does it help in conducting business? •Local Bridging: Meet at your convenience. Save on time. •National Bridging: Save on multiple STD costs, save time and overhead expenses. •National bridging serves the purpose to have a pan-India meeting without the need to commute to a central physical location. •International Bridging: Huge savings on ISD costs. The 24/7 customer care makes sure that you can have a conference call scheduled across time zones. •Combination Bridging: Connect your national and international participants and have a world wide conference call. International participants can also log in to the national bridge. •Audio Conference Service from Airtel helps the business work smart ‘n’ fast.

Our Offerings – Audio Conference Terminology •Dial-In : When a participant dials into the bridge •Dial Out: When our Conference Coordinator dials to the participant •Attended Conference: If the Conference coordinator is dedicated for the entire duration of the conference, to set up and manage the conference •Unattended Conference: Here the Conference Coordinator is not dedicated to the conference but is available for assistance on features •VAS : Value Added Services – Operator assistance, conference recording and playback, CD recording, Q&A, polling etc.

Our Offerings–Types and Modes of Conference

Our Offerings – Conference features Security: •Audio Conference Service from Airtel supports the following security features: •Conference codes: Audio Conference Service from Airtel assigns a unique code to each conference call. The participants must key in the correct code to enter the conference. •Name announcements: Participants can be prompted to say their names before entering a conference. •Voice Roster: Audio Conference Service from Airtel supports roster call of all participants. •Lock / Unlock option for moderator: When the moderator locks a call, the operator is locked out and no more participants dialing in are allowed to enter the conference. •Entry / Exit tones: Audio Conference Service from Airtel can generate tones to indicate when a caller enters / exits the conference, for security and control.

Our Offerings – Conference features Conference Management: •Audio Conference Service from Airtel supports the following features for management and control of conferences •Dial out: The moderator can dial out to all the participants and include them into the conference. •Hang up: The Hang up feature allows disconnection of all participant lines when a moderator hangs up. •Lecture / Broadcast mode: Audio Conference Service from Airtel supports lecture / broadcast modes, in which the moderator can deliver a lecture and all the participants are in a listen-only mode, in order to avoid and eliminate background noise etc. •Polling: This feature allows the moderator to poll participants, view answers and compile responses by percentages. •Q & A: Audio Conference Service from Airtel places participants with questions in a queue, and allows an efficient Q&A session to be carried through.

Our Offerings – Conference features •Digital Record & Playback: Audio Conference Service from Airtel allows conferences to be recorded for documentation as well as for playback for absent participants or others. •Sub conference: Audio Conference Service from Airtel is capable of segmenting them into smaller groups for a sub conference. •Muting: Participants/chairperson can mute their side of the line to reduce background noise and distractions. •User help: During the conference, participants/chairperson can request for help from the operator.

Our Offerings – Value Added Services •Operator Assistance: An operator can provide assistance for the entire conference or as and when required •Conference Recording & Playback per conference: Real time recording is conducted on the bridge for listening to the conference at a latter time. •CD recording: Proceedings of the entire conference can be recorded and burned onto a CD. •Polling: Use this service to get the mandate of the participants. •Question & Answer session: This helpful tool provided the unique expecience of having a complete Q & A session with the participants across the globe. •Transcription: The recorded conference can be provided in a word format to the organization. Note: Optional features need to be availed at the time of booking

Special Events Basic processes •Demo Process (for Regional Sales Coordinators) –Step 1: Fill the attached demo form –Step 2: Call the local helpdesk or email a request to [email protected] –Step 3: The demo is booked if approved and a mail sent to the customer with the conference details –Step 4: The same mail is forwarded to the Regional Sales Coordinator for reference

Basic processes •New Client Registration •Step 1: Fill the attached SAF form and tariff card as per the plan •Step 2: Send the filled forms to the Operations team at New Delhi •Step 3: The client would be registered upon approvals of tariff. An Audio Conference id would be provided upon registration •Step 4: A welcome call would be made to the customer and a welcome kit would also be couriered to the mailing address of the client

Basic processes

•Booking a call •Step 1: Conferences can be scheduled by Email ( [email protected] ) and telephone ( local helpdesk number ) in case of normal calls. No reservation is required for Insta-Connect or Dedicated plan once the client is registered •Step 2: The customer needs to provide the following details: Client Id Start Time End Time Date of conference Number of Participants Type of conference Mode of conference Chairperson’s name Email address of chairperson Contact numbers in case of dial outs •Step 3: A call is booked upon receiving the request from the customer. •Step 4: An Email is sent to the client containing the conference details. •Step 5: Alternately a confirmation call can also be made upon request.

Basic processes •Logging a complaint •Step 1: The customer can directly contact the customer care thru telephone (local helpdesk number) or email ( [email protected] ). •Step 2: The complaint is escalated to the responsible department for clarification/solution. •Step 3: The complaints are of the following categories: • Service • Technical • Billing • Commercial • General

Terms and Conditions •All rates, discounts or special benefits pertaining to the service, announced by Bharti from time to time, shall have a time limit as decided by Bharti, and Bharti shall further have the sole right to withdraw / vary / extend any / all such rates, discounts and / or benefits, etc., at any time without incurring any liability whatsoever. • Standard Local/ STD/ ISD call charges will be applicable for dial-out as per existing rates. •*CD will be provided 24 hours after the conference within Delhi and NCR. In other cities, CD will be provided 48 hours after the conference. •All conferences should be booked at least 2 hours before the scheduled time •Cancellation/ Modification/ Re-scheduling of Call should be done a minimum of 1 hour before the scheduled time of conference. •Conferences cancelled less than 1 hour before scheduled time will be charged at 50% of the estimated cost of the conference. Cost of conference includes the cost of requested value added and other charges as applicable. •All taxes, levies and duties as applicable shall be charged extra. •Refundable subscription fees payable at the time of registration (In favour of Bharti Comtel Ltd.)

Billing Methodology

•Usage Charges: –Port Charge –Charged Per Port, Per Minute, Per Participant –Bridge Charges - Charged per minute for N-1 Locations –VAS Charges - For Value-Added services availed, (Operator Assistance, Recording, Polling, Q&A)

•Cost of call: –Dial In: No Charges –Dial Out: Local / STD / ISD – As per prevailing tariffs for ABTS •Refundable subscription fees payable at the time of Registration

What is an Access Method? •Access Methods are the different means through which Bharti provides end to end connections to its customers

The Last Mile •Any Telecom network is present over fixed locations in a particular area. These are called its POPs (Points of Presence)

•Customers may be present at any location in the area •The Last Mile refers to the connection between the POPs and the customer’s premises

•Last Mile connectivity is one of the main challenges for telecom planners

Enter ISDN Enter ISDN (Cont’d) •You can use both a regular phone and computer equipment on an ISDN line •ISDN takes away the need to convert the digital data in your computer to analog data •Thus multiple voice and data channels can be achieved

ISDN Channels •ISDN provides two types of digital channels –‘Bearer’ channels for Voice, Video and Data –‘Data’ channels for Low-speed Data

•These are packaged in two offerings –BRI (Basic Rate Interface) –PRI (Primary Rate Interface)

BRI ISDN •BRI ISDN gives you –2 ‘B’ channels at 64Kbps each

–1 ‘D’ channel at 16Kbps •You can combine the two B channels to give you 64+64=128 kbps of data communication •You can use the two ‘B’ channels as two separate voice phone lines •You can use one ‘B’ channel for data and one for voice communication

PRI ISDN •PRI ISDN gives you –30 ‘Bearer’ channels at 64kbps each – 1 ‘Data’ channel at 64kbps

•That’s 30 voice, data or video channels •The channels can be dynamically combined or separated as the need for bandwidth arises

Advantages of ISDN •Dialup is fast. ISDN calls typically dial and connect in 1 to 3 seconds •It's digital. 64kbps bandwidth for each "B" channel is guaranteed •It's multi-mode. A "B" channel can carry data, voice, fax or video •It concentrates calls: a PRI connection can deliver 30 concurrent calls through one cable. A BRI delivers 2 calls through one cable

•ISDN was often used for last mile connectivity though now it is primarily used for internet access and as a backup to the leased line

Lease Line/ Internet Lease Port / Internet Lease Line •A leased line is a symmetric telecommunications line connecting two locations •Also known as a 'Private Circuit' or 'Data Line' •Unlike traditional PSTN lines it does not have a telephone number, each side of the line being permanently connected to the other. •Leased lines can be used for telephone, data or Internet services. Leased lines are usually available at speeds of 256k, 512k, ,1M, 2M ,4M,8M •ILP (Internet lease port) is where we install port (a MUX) directly at customers end, but in ILL (Internet lease line) we provide it through copper cable and a LAN extender (schmid modem) will be installing at customer premises

ILP/ ILL Customer Care Process •ILP/ILL L2 services is available 24 x 7 , located at Noida Sec 57 •ILP /ILL customers from Delhi and other parts of North Hub calls the toll free number 44441255 and 4441255 respectively

•According to process call is landed in select touch here they log the concern in ECRM and provides the FTN No. to customer ,then there the calls are transferred to ILP L2 Team ,the transfer code is 6999 •If by some technical reasons if the call is routed to Voice or DSL call center agents need to transfer the call to ILP L2, the transfer code is 6999 Note:- 6999 is also the transfer code for IPTV customer care

How to judge the customer is a ILP customer ? •Customer provides the circuit Id. Normally the circuit id is the account number •Currently in ECRM the product is mentioned as Fixed Lease Line , not ILP, so there can be confusion •Just check the account in CAF , if its not available in CAF check in Archived CAF. e.g. customer has given the acc. No 13728703 and mentioned connection is in Delhi then, check the account details in Delhi Unified CAF /Delhi Archived CAF. Here the product would be mentioned as Internet Lease Line

Objectives •By the end of this module, participants would be able to: –Understand the application of Email Tracker

Access Email Tracker

Important points •In case of customer complaining of letter /fax/e - mail sent but not taken care of: –Check cancellation/shifting /Tariff Migration/Call flow software (according to customer's concern) –If it is not logged in there •Please check for mode of cancellation request - letter/e-mail/fax –If it is e -mail please check from which mail id it is being sent –After taking customer's mail id ,check in e-mail tracker , if it is not there inform the same to the customer and ask him to send mail again on

[email protected] id –If mail is already there and no action taken then log in complaint - "No Reply to Correspondence"

Important points cont’d… •In case of customer sending letter/fax –Reconfirm with customer on his fax no. •Our fax no. is Delhi - 01141613579 , Gurgaon - 0124 4008901 Faridabad - 0129 4008801 Noida & Ghaziabad 0120 - 4367799 –Put customer's Del no. & check if it in E- mail tracker only –If the document is there and no action has been taken then log case of " No Reply to Correspondence" –If the document is not there then ask him to send e - mail as mail is fastest mode of sending request •If he doesn't have Internet access then ask him to send fax again and also capture fax no. from which he is going to fax so that the action can be taken faster

Objectives By the end of this module, you will be able to: •Explain the Self Care Portal •State the benefit of self care portal •Explain the registration process •Know about CSR user explanation

Self Care: Overview Self Care: Benefits Case Study Registration Process •Customer has to fill up the registration form on www.airtel.in •After submitting the soft copy, the customer needs to fill up the hard copy of the form •Submit the form at an Airtel showroom or the Selfcare Team

Registration Process •The customer receives the login ID and the password within four days from the date of submission on his E-mail Id

Summary In this module, you have: •Explained the Self Care Portal •Stated the benefit of self care portal •Explained the registration process •Knew about CSR user explanation

Objectives By the end of this module, you will be able to: •List the mode of request for tariff migration •State the authentication parameters for migration •Demonstrate application of the tariff migration process •List the business rules for migration

Session Flow Tariff Migration Process: Overview Mode of Request: Tariff Migration •The request for tariff migration from a customer can be sent three ways

Tariff Migration Process: Steps Case Study Migration Request Capturing •Single DEL Migration through Call Flow •Multiple DEL Migration through CRM

Call Flow Business Rules for Migration (Cont’d) •No charges applicable for migration •The customer cannot be migrated to a scheme which has expired or which is not valid for that segment •Incase of a PCO, plan migration is done from the next billing cycle, however for the other segment it can happen from mid billing cycle

Business Rules for Migration (Cont’d) Relevant Interaction Capturing Tariff Migration Confirmation from Customer •Confirmation call is given to the customer within 48 hours –Tariff migration is done only if the customer confirms his desire to change from current tariff to some other tariff

CRM Role Play

Summary In this module, you have: •Listed the mode of request for tariff migration •Stated the authentication parameters for migration •Listed the business rules for migration •Described the tariff migration process

Objectives By the end of this module, you will be able to: •Discuss the impact of segment change on customer

Segment change •Customer is migrated to different segment •Based on the change in the status of the customer account from: –Individual to Corporate –Corporate to individual –COCP to COIP –COIP to COCP

Process •Transition of the segment is done at the backend •Representative from Airtel meets customer to introduce new account Manager and educate customer on changes on account of segment change (Incase of customer moving to Company account) •Feedback from customer on transition experience after one month

Role of the call centre agent Case Study Summary In this module, you have: •Listed the impact of segment change on customer

S Procedue .No

Quer Response SLA y

Type/Sub Type

Shifting one Room to other Room

Shifting one corner to other corner with in same Room

1

Shifting With In Premises

Shifting one Floor to other Floor

1. Confirm Whether Installation Address Is Same Or Not. 14 Working 2.) If it is same Hours the Forward Request under………… …..> 1.Confirm Whether Installation Address Is Same Or Not. 14 Working 2. If it is same Hours the Forward Request under………… …..> 1.Confirm Whether Installation Address Is Same Or Not. 2. If 14 Working Installation Hours address is same then log the concern under………... …> 3.Incase of Commercial Building change of floor means change of Address, then 6 Days Inform About Shifting Charges and Log the concern under………… …> Shifting Charges

Type:: Installation and Provisioning Related Sub Type:: Same Premises Shifting Request

Type:: Installation and Provisioning Related Sub Type:: Same Premises Shifting Request

Type:: Installation and Provisioning Related Sub Type:: Same Premises Shifting Request

Call Flow-> Billing Tab-> Shifting Flow

1.Take New Installation address 1.)Shifti 2.Product ng With Type Shifted In Same Should Be Town Voice And Same DSL (Incase of HUB 6 Days Combo ( Ex:Connection) G.K to DSL (Incase Vasant Of Standalone Kunj in DSL) Delhi) 3.Inform About Shifting Charges

Call Flow-> Billing Tab-> Shifting Flow

Shifting Charges

2

Shifting Outside Premises

2.)Char ges For Shifting Across Differen t Towns Same HUB (Ex:Delhi to Noida Or Jaipur to Gurgao n)

1.Take New Installation address 2.Product Type Shifted Should Be Voice And DSL (Incase of 6 Days Combo Connection) DSL (Incase Of Standalone DSL) 3.Inform About Shifting Charges

Call Flow-> Billing Tab-> Shifting Flow

Shifting Charges

3.)Shifti ng Across Differen t Towns And Differen t HUBS Mover's Progra m

1.Take New Installation address 2.Product Type Shifted Should Be Voice And DSL (Incase of Combo Connection) DSL (Incase 24 Hours for call Call Flow-> Billing Tab-> Of Standalone back Shifting Flow DSL) 3.Inform customer will get call back in 24 hours after checking feasibility whether shifting is

3

4

Shifting From one Del To Other Del

Futuristic Shifting

For Example:: If customer gives us a call in call center on 1st Nov and want shifting to be done on 15th of Nov and Giving want us to Request Deactivate in present Advanc connection on e 11th Nov then 6 Days (Maxim we will log that um request Time: Under………. 30 > Days) We will select EXPECTED DATE AS:::15th NOV DEACTIVATIO N DATE AS:::11th NOV

Call Flow-> Billing Tab-> Shifting Flow

Shifting Charges Charges For shifting With In Premises Charges For Shifting With In Same Town Same HUB

NIL 300 Free Once in 12 Charges For Shifting Across Different Towns Same HUB Months Charges For Shifting Across Different Towns And Different Free Once in 12 HUBS Months

BACK

Objectives By the end of this module, you will be able to: •Describe the shifting process

•List the reasons for delay in the shifting

Session Flow Shifting Process: Overview Shifting Process: Overview Mode of Request: Shifting •The request for shifting from a customer can be sent three ways

Shifting Process: Steps Case Study 1

Shifting Request Capturing •Single DEL Shifting through Call Flow •Multiple DEL Shifting through CRM

Single DEL Request to be captured in Call Flow for Shifting Logging of Intra city Shifting request First screen

Shifting Request Window ( Intrastate) Logging of Intra city Shifting request Logging of Intra city Shifting request Logging of Intra city Shifting request Logging of Inter city Shifting request Call Flow Shifting for the multiple DEL

Relevant Interaction Capturing Business Rules for Shifting •If billing address to be changed –Inform the customer to send the billing address proof –Billing address proof is a mandatory document for processing of request

•CC Validation: –Installation / billing address –Date of shifting

•CC team will communicate to the customer the reasons for delay / shifting not possible and check for customer choice of retention or cancellation

Reasons for Delay in Shifting •If the GIS checks and finds that the area is not wired •If the area is wired, however the tags are unavailable •Keep the customer informed

Shifting With In Premises Shifting Outside the Premises – Same Hub Futuristic Shifting Shifting Charges Documents for Address Proof CRM Role Play Summary In this module, you have: •Described the shifting process •Listed the reasons for delay in the shifting process

Objective At the end of this module, you will be able to: • Understand cancellation process for voice line • Identify activities post non- retention • Follow process for recollecting physical assets

Cancellation Disconnection of Telephone or broadband service by customer or by Airtel due to any given reason is called as cancellation

Cancellation / Churn Cases

•Voluntary Cancellation / Churn:- When customer applies for cancellation •Involuntary Cancellation / Churn:- When connection gets terminated due to non payment of bill after 120 days.

Cancellation Process: Overview •Cancellation process includes:–accepting cancellation form –retention related activities –final settlement with customers

•This process is applicable to:–post activation cancellation including retention of voluntary cancellation requests of Voice, DSL and Data product customers

Reasons for Cancellation •Inability to pay •Unhappy with services •Impact of competition •Shifting to a new area where network unavailable •Going abroad

Type of cancellation •Pre-activation / Installation cancellation •Post-activation / Installation cancellation

Pre-activation cancellation Pre – activation / installation cancellation is when the case is cancelled before Installation / activation takes place Reasons:– –CV negative cases (CV stands for Credit verification) –Connection cannot be provided due to Technical non feasibility –The owner for pre-activation cancellation process is Sales In such cases the refund is provided to the customer within 8-10 days

Pre-activation cancellation Post activation cancellation Post activation/installation cancellation takes place when:– –The customer himself wants to disconnect the line due to reasons like dissatisfaction with the services, he is shifting to an area which is non wired

–Owner for Post-activation/installation cancellation process is customer care and SLA is 25-30 days ( Including the time when refund is provided if applicable )

Post activation cancellation Process Flow (Post activation cancellation) Contd. Cancellation status in Call Flow Details of Del number New comments How to check work flow history Our Role… •Able to retain customer (First level retention) –On Call Resolution (OCR) in ECRM •Unable to retain customer –Call to be transferred to Level 2 or Email is sent if the Level 2 phone lines are busy –Request is NOT logged in Cancellation Flow –ONLY Wrap up in ECRM

Delay in Cancellation •Reasons for delay: –Time taken by BCC in processing the adjustments –Time taken by Technical in deleting customer profile

•Incase of delay, log a complaint in Call Flow/ACE under : –Category – Retention Related –Sub-Category- Phone cancellation requested –cancellation not done

Delay in refund •If cancellation has been done (SLA 25-30 days Crossed) but customer still haven't received the refund (if Applicable), concern is logged in ECRM •If the refund is not provided till 60th day of logging customer concern –10% on security deposit as interest is provided and concern is logged in ECRM Category: Cancellation related Sub-category: Delay in refund

FAQs •How much time does it take to carry out the cancellation activity? A This activity takes a maximum of 30 days

Q

A

Who is the owner for the post activation cancellation process? The owner for the process is Customer Care

FAQs Q How long does it take for the refund to be provided to the customer ? A To provide the refund it takes a maximum of 25-30 days Q In the cancellation flow ,which link do we click on to know the status of

cancellation? A We have to click on Workflow history

Frequently Asked Questions Q Who is the owner for the pre activation cancellation process? A Sales is the owner for pre activation cancellation process •What may cause delays in processing the request? •The causes in delay might be due to: •Time taken by BCC in processing the adjustments •Time taken by Technical in deleting customer profile

Summary At the end of the module, we have learnt about: • Time taken for voice cancellation including the refund • Who owns the cancellation process • Role of various functions involved • Cancellation process flow • Certain technical terms

Churn Cases .Voluntary Churn/Switch Free:-When customer applies for cancellation Involuntary Churn/Switch Free:-When connection gets terminated due to .non payment of bill after 120 days ?What agent needs to do on these calls -:Voluntary Churn/Switch Free .Check the cancellation flow and inform customer about its status If case is with retention and now customer wants to retain this connection Then update your comments in cancellation flow and inform customer that our .retention executive will get back to you If case is at the stage of hardware recovery and now customer wants to retain .the line then generate Opportunity -:Involuntary churn/Switch Free .Check customer’s outstanding and ask him to clear it

 Check cancellation Flow. It may be possible that customer has requested for the cancellation of this number. If it is so then inform customer about it . Check whether packages are active or not in ECRM convergence window If customer is saying that he has not requested for cancellation then forward his request in Type:: Churn Related Sub Type:: Reactivation Related

Mover’s Program When the customer had to shift to any other state, he had to get his connection cancelled and apply for a new connection at the new location. But now, the customer doesn't have to go through the tedious process of cancellation and applying for a new connection. All these cases will be treated as Intra state shifting and will be logged in the shifting .flow Any Case in Which Customer Wants to Shift His Connection Out Of North Hub .Will Come under Mover’s Program The Customer’s request is recorded and logged into the shifting flow (.1 .Customer is asked to clear his outstanding & deposit the handset etc (.2 .The customer is asked to provide for the contact details at the new location (.3 If the customer has an address in the new hub the address is noted down by the (.4 .executive and case forwarded to coordinator .The coordinator contacts the destination location for feasibility of the new location (.5 The new location coordinator then reverts within 24 hours regarding the feasibility of (.6 .the shifting request If the shifting is not feasible the customer is informed & the case is logged in the (.7 cancellation flow In case the shifting is feasible & subject to the customer clearing his outstanding he is (.8 asked to submit a rate plan declaration form His contact details are captured as per the customer details form ) Annexure A4) & (.9 .sent across to new location Post the completion of all these activities the customer is issued a gift voucher of(.10 value worth Rs 450 which will enable him to a FCV of Rs 150 per month for a period of 3 months. This offer will be valid for a period of 1 month )30 days) from date of issue

and is valid provided he takes a fresh connection at the destination location. This will be a .(non transferable offer & can be redeemed against all usage )both voice & DSL On the date as given in the Shifting form he is contacted by the retention executive. (.11 The customer fills up a fresh CAF & attaches address proof & the gift voucher & no dues certificate as received from old location. He also chooses a rate plan suitable to his needs () in case his rate plan at the home location is not available .Normal order entry process is done & line is activated (.12 The fresh activation in the new location is deducted from the gross activations & the ).13 .gross churn in the old location is deducted from the gross churn The Shifting flow in the old location is closed with the CAF details in the new (.14 .location

Objective By the end of this module you would be able to: •Understand the movers process –For Wired Area –For Non Wired Area

•Discuss different types of Forms & Vouchers

What is this Movers Process…. •No Rocket Science •Very simply it is extending the scope of the exiting shifting flow to cover entire country •And to allow adjustment of NAD ( i.e Churn & Gross Add) so that Churn can be reduced & so can the Gross Adds

Changes Changes Concept Of NAD Transfer •Every addition can be through : –New acquisition or –NAD transferred IN

Example •Lets Assume a case of Company ABC •The Company operates in only 2 cities – Mumbai & Delhi •The customer base of Mumbai is 100 & of Delhi is 200 •Total customer is 300

Example Pre Movers Days What is it after Movers

Start of The process Process Flow Process Flow (Cont’d) Process @ Front End •The Customer’s request is recorded logged into the shifting flow irrespective of availability/ unavailability of network •The customer is requested to provide the contact details at the new location –If the customer has an address in the new hub the address is noted down by the executive in the shifting flow else;

•The Agent / Executive to communicate to customer –“ Sir/ Madam, we might be able to transfer this connection to your new location. Shall I take down a request for shifting of the connection so that my colleague can check whether we can provide you with an wire-line connection in the location & revert to you with the feedback within 24 hours?”

•NOTE: Agent need not insist on an exact location if the customer does not have it

Process @ Front End •If the customer is unable to provide the new address then notes are updated as address not yet finalise, destination location & expected date of shifting •Important –No cancellation request is to logged in at this point –Note :- Even if the customer is shifting to a non wired area the case is to be logged in shifting flow

Case – 1: Process @ Backend ( Home Location) – Shifting to Wired Area – Address Provided •In case the customer is shifting to a wired area & address is provided, the MC sends an email to the MC of the destination asking for a feasibility report •The Destination MC checks the feasibility & reverts with the report within 24 hours •The Home MC / movers cell outcalls the customer with the report •If the report is positive, the customer is informed of the same & is asked to clear his outstanding, deposit the handset & fill up the rate declaration form ( ideally a retention field executive needs to be sent to the customer premises for the same) •The case is logged in the cancellation flow with the Shifting request reference number in the notes . The reason of cancellation chosen is “Shifting outside town to wired area”

Case – 1: Process @ Backend ( Home Location) – Shifting to Wired Area – Address Provided (Cont’d) •The customer fills up the shifting form, rate plan declaration form, clears his outstanding & returns the CPE •The Shifting request is updated with the above cancellation reference & detailed update •If the customer is eligible for the FCV, the same is handed over to the customer •The customer’s date of shifting along with the customers contact number in the destination location & the date of contacting him in the destination address is taken down & forwarded to the MC of the destination •Normal Cancellation Process follows

Case – 2: Process @ Backend ( Home Location) – Shifting to Wired Area – Address Not Provided •In case the customer is shifting to a wired area & address is not provided, the MC calls up the customer & advises on the wired areas in the destination location. •The case is logged in the cancellation flow with the Shifting request reference number in the notes . The reason of cancellation chosen is “Shifting outside town to wired area”

•The Shifting request is updated with the above cancellation reference & detailed update •The customer fills up the shifting form, rate plan declaration form, clears his outstanding & returns the CPE

Case – 2: Process @ Backend ( Home Location) – Shifting to Wired Area – Address Not Provided (Cont’d) •If the customer is eligible for the FCV, the same is handed over to the customer •The customer’s date of shifting along with the customers contact number in the destination location & the date of contacting him in the destination address is taken down & forwarded to the MC of the destination. •Normal Cancellation Process Follows

Case 3: Process @ Backend – 1 ( Home Location) – Shifting to Non Wired Area •In case the customer is shifting to a non-wired area –MC checks whether area is served by Mobility FWP service / Postpaid Mobile Services

•If FWP/ Postpaid Mobile is available, the customer is outcalled that since wireline is not available, he can be provided with a FWP/ Mobile instead & is informed that the concerned department will contact him once he reaches the destination location •The customer is asked to clear his outstanding and deposit the handset •The case is logged in the cancellation flow with the Shifting request reference number in the notes . The reason of cancellation chosen is “Shifting outside town to non-wired area”

Case 3: Process @ Backend – 1 ( Home Location) – Shifting to Non Wired Area (Cont’d) •The Shifting request is updated with the above cancellation reference & detailed update •The customer’s date of shifting along with the customers contact number in the destination location & the date of contacting him in the destination address is taken down & forwarded to the Hub Mobility SPOC •NO ADJUSTMENT IN CHURN/ GROSS ADD HAPPENS IN THIS SCENARIO

Process @ Backend – 2 (Destination Location) – Shifting to Wired Area •Customer is contacted by the retention executive on the date given in the Shifting form •The customer fills up a fresh CAF & attaches address proof & the gift voucher & no dues certificate as received from old location •Customer chooses a rate plan suitable to his needs ( in case his rate plan at the home location is not available) •Normal order entry process is done & line is activated •Channel Code chosen is “Mover_<>”, Sales Manager / FOS Code is “Movers Coordinator” •The Shifting flow in the old location is closed with the CAF details in the new location •Once the connection is activated & the shifting request closed – only then can the churn be adjusted – NOT TILL THEN !!

CAF Channel Codes Changes required in the Cancellation Flow Changes required in the Shifting Flow FCV Criterion FAQs •Is this shifting possible outside same town?

–Yes, a customer’s wireline connection can now be shifted anywhere within the Airtel Network. In case wireline services are not available in the new location, he will be offered services of Airtel FWP / Postpaid Mobile.

•Is there any new software for this shifting ? –No there is no new software for this shifting, you have to choose the option of inter circle shifting & Email From & Email to in the existing shifting flow

FAQs (Cont’d) •What happens if the customer is not able to give a destination location? –Still the request will be logged in for the backend to contact the customer & whenever the customer will finalise the location the connection to be provided to him

•How long will it take for us to revert to the customer with feedback ? –The first call from the Movers Cell to the customer with the feasibility of the shifting will happen within 1 working day

FAQs (Cont’d) •Is a written letter required ? –No at this point no written communication is required . Once the customer’s line shifting process starts the backend team will contact the customer and send executive for filling up the shifting form & clearance of outstanding •What happens to the SD of the customer ? –The existing SD of the customer will be refunded to him & he will be required to pay SD again at the new location (if applicable) •How long will the entire process take? –The customer will be informed about the feasibility within 1 working day & after that the fresh connection will be provided to him once he clears his outstanding at the home location & shifts to the new location

FAQs (Cont’d) •Can a shifting request be processed without the customer clearing of outstanding ? –The feasibility check can be done without waiting for the clearance of outstanding . However for issue of NOC & FCV it is mandatory for the customer to clear the outstanding

•Will we get churn benefit if the lead is passed to Mobility ? –No there is no adjustment of churn in cases of leads passed to Mobility

FAQs (Cont’d) •Will the customer’s line in the home location get disconnected ? –Yes at the home location, the customer’s line will be processed as per normal cancellation process, however the cancellation flow to be updated wth the shifting request no & feedbacks of the feasibility report

•At the new location what charges will the customer pay ? –At the new location the customer will have to pay Security Deposit only. Any other charges like activation charges/ handset charges are waived off

FAQs (Cont’d) •Is there any shifting charges applicable ? –There is no shifting charges applicable for customers who shift once within a period of 12 months.

•Are the FCVs against rental or total charges or voice charges ? –The FCV is against usage charges only & not against rental or other charges.

•Will all customers be eligible for FCVs ? –No only customers shifting outside circle & those meeting the criterion will be provided the FCV.

FAQs (Cont’d) •How will the customer submit the FCV at the new location –The customer will attach the same at the time of submission of CAF. •What happens if the customer submits the CAF but we are not able to provide him with the connection at the new location within one month ? –The customer will still get the benefit of the FCV •Will the customer have to resubmit the documents in the new location ? –Yes, the customer will have to resubmit the documents as it is a legal requirement

FAQs (Cont’d) •What happens if the month ends & the customer has not yet taken fresh connection (30 days has not passed) – will churn be reduced? –No, Churn can only be adjusted once the line is activated in the new location.

•How will the shifting flow be closed ? –The shifting flow will be closed with the details of the CAF in the new location

•What are the PPI parameters of Movers ? –The PPI Parameters of Movers are No of churn saved through Movers, Churn which could not be saved as shifting not possible & Shifting rejects

Relevant Interaction Capturing CHANGE OF OWNERSHIP Process Flow Case 1 First time customer calls in Call Center then Inform him .Outstanding should be Zero # After the change of Ownership Customer gets the confirmation in his /her Next # .Bill .-/Incase of Blood Relation he has to submit Rs.100 # If there is no blood Relation between two Persons then he has to submit Rs. # -/500 .These charges will reflect in his Next bill # Documents needs to be submitted # 1.) NOC from both sides. 2.) Photo Id Proof )If connection is by the name of person.) 3.) Address Proof ) If connection is by the name of Company) 4.) In case of company account he has to submit MOA )Memorandum of Article) OR AOA )Article of Association) a.) He can submit these documents At Nearest Airtel Office )Check from Infotouch->Customerism->Where to Submit Selfcare Documents OR b.) He can Courier the same at “Okhla industrial Area )2nd Floor) Phase iii Delhi 110020 246“ OR

c.) He can Fax us on fax Numbers of respective cities mentioned In Infotouch->customerism-> Fax Numbers for NCR/North cities and wrap up under Type :: Provisioning Related Sub Type :: Ownership Change Related Queries Case 2 Second Time customer calls in Call Center and Saying that he had already deposited his documents then Check his call history whether Request is present there or not a.) If Request Present then check status and inform customer about it band wrap up under Type :: Provisioning Related Sub Type :: Ownership Change Related Queries b.)If Request is not present then forward his request under Type :: Provisioning Related Sub Type :: Ownership Change Related Request .And inform him that from next billing cycle he will get bill by the name of new owner Case 3 If Customer complains that he had requested for Owner Ship Change last month but still it has not been change then Check his call history whether Request is present there or not a.)If Request Present then check why it has not been changed inform customer and wrap up under Type :: Provisioning Related Sub Type :: Ownership Change Related Queries b.)If Request is not present then forward his Complaint under Type :: Provisioning Related Sub Type :: Ownership Change Related Issues .And inform him that from next billing cycle he will get bill by the name of new owner

Note:: Change Of Ownership from Husband To Wife Will Be Treated As -/Blood Relation and Customer Has To Pay 100

Objective By the end of this session, you will be able to demonstrate the skill based model - RETAIN in order to retain customers at the call center

Why retain customers?? •Maximize customer retention leading to an increase in

–Repeat sales –Referral sales –Higher Average Revenue Per Unit (ARPU) –Increase profits

Don’t let the customer go •Repair a lapse in trust, enhance your relationship •Admit you’ve made mistake •Don’t make excuses •Provide value-added compensation to customer •Learn from the incident, and let your client know that you are learning from it

RETAIN R Request for Customers time E Empathise & Understand the Core Issue T Take ownership & offer solutions A Ask for customers acceptance of solution I Initiate corrective action & follow up N Negotiate & close

RETAIN •Request for Customers time –Politely ask for customers time –Greet & use customer’s name –Introduce yourself –Inquire from customer the reason for his Cancellation

RETAIN Empathise & understand the Concern •Use verbal prompts to show listening –“Definitely, Sir / Madam!”

•Reconfirm problem –“Sir / Madam, what I understand is that you want to cancel because…”

RETAIN •Ask Questions to clarify •Repeat, if required •Identify with the concern –“Sir / Madam, I understand your concern, please allow me to explain...”

•Apologize, if required –“Sir / Madam, I am sorry for the inconvenience caused to you.”

Remember •Repeating in your own words helps to

–Summarize –Reach common understanding

•Tone should match the feelings –Tone is the emotion expressed through your voice –You should not sound rude, sarcastic, intimidating etc..

RETAIN Take Ownership & Offer Solution –Recap understanding of the customers need “WHY” –Identify solution that matches the customers need

RETAIN Suggest solutions –Match benefits with needs –Do required provisioning –Communicate TAT (Turn Around Time) –Commit follow -up

Remember •Customer’s interest is most important •DO NOT over commit •Communicate TAT •Meet TAT •Follow – up •Keep customer informed

RETAIN Ask Customer for acceptance •Repeat benefits •Ask Yes or No questions –“Isn't’ it great, it will save you money”

RETAIN Initiate Action •Get the required forms/documents filled

RETAIN Follow Up •Provide timelines

•Communicate other relevant details to customer –Helpline numbers –Your contact number –Plan details etc.

RETAIN Negotiate & Close In case the customer is still not willing… •Probe further, using open ended questions –What exactly is stopping you from going ahead? –Offer additional benefits which were not explained earlier

• Go back to the “E” of RETAIN

RETAIN Steps for online retention •Open Customer Profile in Call flow •Click On Billing Tab

Contd. •Login New Request 5. Fill In the Cancellation Flow Properly

Safe Custody • Enables the customer to retain his number for a certain period of time without using the services –Subject to a maximum of 3 months –No Rental is charged for the Safe Custody period –Customer has to give written request –Things to remember •Alternate

Contact number Or Email id to be taken •Outstanding has to be cleared •AR to be raised –SLA – 48 hrs

Waiver •Waiver can be given in case: –If customer is over charged (Late fees/ Safe custody charges/ duplicate SIM charges/ billing discrepancy) or as a good will gesture to retain customer –All waiver requests to be approved by REM (Relation Experience Manager)

Promoting E-bills •Cases: –Bill delivery not on time

–When the customer is not often in town to receive his paper bill –When the customer wants to access his bills at any time or from anywhere

Promoting ECS/SI •Cases: –When the customer faces problems in depositing cheques or making cash payment

•Documents required: –ECS (Electronic clearance system): Cancelled cheque and the bank’s stamp on the form –SI (Standing Instructions): Photocopy of the credit card both front and back

Typical Cases: Name Transfer •Documents required: –NOC from both sides (in case of company’s involvement – a letter/NOC on company letterhead) –Photo –Photo ID –Address proof

Typical Cases: Reinstallation •Documents/ submissions required: –CAF, Pan Number –1 Photo –Photo ID –Bill Plan Enrolment form –Letter from the customer –Membership fee –Security for VAS

Checklist for Retention at the call center level Do s : •Ask the reason of cancellation and understand customer issue •Empathize customer and try to resolve his issue •Commit only that thing which is possible according to company policy •Take ownership ,follow up that case and provide resolution •Accordingly paraphrase the entire conversion with the customer •Capture and issue in correct category in correct flow

Checklist for Retention at the call center level Do s : •Convey the customer, SLA of resolution •If not able to retain then transfer call to the Retention Division •Brief the Retention officer on the customer issue

Relevant Interaction Capturing •If the call is not getting transferred to the retention officer: –Wrap up that call in ECRM under •Type::

Customer Service •Sub Type:: Information Required Procedure Related Queries •Sub Sub type:: Procedure For Cancellation

–And Mark a Mail To following Id’s •Bhuwan

Anand/CC/NCR/BB&TS/Infotel/BTVL, •Ajay Saini/CC/NCR/BB&TS/Infotel/BTVL •priti gupta/CC/North/BB&TS/Infotel/BTVL, •Divya Jain/Airtel Services/Airtel/BTVL

Checklist for Retention at the call center level Don’t •Do not Argue with the customer •Do not commit the resolution which is not possible like visit in one-two hour. •Do not presume without checking customer history. •These cases has to be ROL in Call Flow / Cancellation flow •Step 1:: Open Customer Profile in Call flow •Step 2:: Click On Billing Tab

Drill and Practice

Retention Process Checklist at the call center level 1 : Do s •

Ask the reason of cancellation and understand customer issue.

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Empathize customer and try to resolve his issue

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Commit only that thing which is possible according to company policy.

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Take ownership ,follow up that case and provide resolution

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Accordingly paraphrase the entire conversion with the customer

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Capture and issue in correct category in correct flow.

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Convey the customer ,SLA of resolution

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If not able to retain then transfer call to the Retention Division.

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Brief the Retention officer on the customer issue.

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If call is not getting transferred , then Wrap up that call in ECRM under

Type:: Customer Service Sub Type:: Information Required Procedure Related Queries Sub Sub type:: Procedure For Cancellation

And Mark a Mail To following Id’s ,Bhuwan Anand/CC/NCR/BB&TS/Infotel/BTVL Ajay Saini/CC/NCR/BB&TS/Infotel/BTVL ,priti gupta/CC/North/BB&TS/Infotel/BTVL Divya Jain/Airtel Services/Airtel/BTVL Don’t • • •

Do not Argue with the customer Do not commit the resolution which is not possible like visit in one-two hour. Do not presume without checking customer history.

Category Sub Category For Wrap Up Cases In Case of Online Retention These cases has to be ROL in Call Flow/Cancellation flow Step 1::Open Customer Profile in Call flow Step 2::Click On Billing Tab Step 3:: Click on Cancellation Step 4:: Login New Request Step 5:: Fill In the Cancellation Flow Properly Step 6:: Click on Online Retention

Safe Custody Definition Safe custody is a temporary disconnection of service, but on customer’s demand. In this facility a customer can put his line/DSL under safe custody for a specified .time period Minimum duration: 7 Days Maximum duration: 90 Days )Both for Voice & DSL)

Mode of Request/Charges Ø Written request is required :Ø CHARGES o Voice: 250/month o DSL: 500/month o Voice+DSL/Combo: 500/month Ø Re-activation charges: Rs 50

To Remember a) All outstanding till date & safe custody charges have to be cleared before we .put the connection in safe custody b) If customer does not activate connection from safe custody we would reserve .the tag for another 30 days, after which it will be sent for cancellation

.c) There will be no incoming/outgoing under safe custody

Objectives By the end of this module, you will be able to: •State the importance of Call Quality Audit Parameters •Explain the Call Quality Audit Parameters •List the parameters which are Fatal Error

Audit Parameters: Importance Audit Parameters They are categorized in order to provide: •Complete and accurate product and process information •Standardized usage of soft skills

Audit Parameters (Cont.) •Product and Process Parameters –Customer Authentication –Problem Solving and Call Handling –Summary and Documentation

•Soft Skills Parameters –Scripts Used –Listening Attentively –Diction, Language and Rate of Speech –Courtesy, Empathy and Pro-activeness –Call Control and Escalation –Call Back –Satisfaction Parameters (Enquiry ROL calls)

Product Parameters – Customer Authentication •Was authentication matrix followed while providing sensitive information to the customer? –FATAL ERROR

Product Parameters – Problem Solving and Call Handling •Did the officer check the account history of the customer? –Officer should check previous interactions in Call Flow •Did the customer mention that he had called earlier for the same problem, and did the officer acknowledge it? –Customer mentioned that he had already called for the same issue earlier, but not solved. –Officer needs to acknowledge the fact that the customer had called earlier, and if calling now after SLA needs to apologize

Product Parameters – Problem Solving and Call Handling

•Did the officer probe effectively? •In case of online resolution (OLR able) call, did the officer resolve the call online? –While resolving on line/troubleshooting the process should be focused and officer to follow the correct steps

Product Parameters – Problem Solving and Call Handling •Did the officer provide relevant / complete / accurate solution and information to the customer? –FATAL ERROR –Solution relevant to customer query/issues –Complete and accurate information in context to the prevailing policies/guidelines/process/charges •In

case the officer refuses to give any information to the customer and unnecessarily escalates the call / flatly denies assisting the customer, despite the information being available in the system, this parameter will be marked down

Product Parameters – Summary and Documentation •At the end of the call, did the officer summarize the conversation? –Summarize key points covering customer concern/issue, resolution provided/resolution path

•Did the officer capture and update alternate call details? –Customer’s alternate contact details should always be captured and updated on the records for future purposes. Include capturing of mobile # and e-mail address

Product Parameters – Summary and Documentation •Was the call completely and accurately categorised in Call Flow? –FATAL ERROR –Will include correct categorization of the call (for wrong login) –Will include completeness of information in the comments - customer name, concern, solution and TAT/SLA

Soft Skills Parameters – Scripts Used •Was the opening/further assistance/closing as per the script? –Respond to the caller in 5 seconds –All the scripts will be checked in this parameter –Non-conformance in any one of them will lead to a N. –If the customer asked more information, did the officer assist him.

•Did the officer capture the caller's name and number and personalize throughout the call? –Did the officer use caller name at least once in call properly •Use Mr./Ms. or Mr./Ms. or first name, if only first name is told by customer

Soft Skills Parameters – Scripts Used •Was proper hold protocol followed, including scripts, bridging and un-hold? –Was the call bridged in 30 seconds? –Did the officer thank on un-hold?

–If hold was not required, yet officer put on hold, this parameter will be marked down. –If parameter 1 is marked down because of hold script, this will automatically be nonconformance

Soft Skills Parameters – Listening Attentively •Did the officer listen attentively so that the customer did not repeat the concern or details? –Did the customer have to repeat his concern to the CCO? –Did the officer interrupt the customer in course of the customer's conversation?

Soft Skills Parameters – Diction, Language and Rate of Speech •Did the officer use diction or speech that was understandable and comfortable to the customer? –The officer should speak in clear and understandable manner by modulating to customer pace and level of understanding

•Was the ROS comfortable to the customer? –ROS through the call will be considered, including scripts –Were there jargons/technical terms unnecessarily used?

Soft Skills Parameters – Diction, Language and Rate of Speech •Was the officer confident in his/her conversation with the customer? Was he able to control the flow of the call? –Was the officer confident in providing the information? –Was the officer confident in the organization's processes? –Was there less confidence, fumbling, too many fog horns, not assertive? –Did the customer dominate the officer? •High Handle Time contributors excessive Dead air, unnecessary probing, lack of understanding, unnecessary authentication or confirmation of irrelevant details •Appropriate call flow not followed •The Officer failed to control the call

Soft Skills Parameters – Courtesy, Empathy and Proactiveness •Did the officer use polite & professional tone with the customer? –FATAL ERROR

•Was the officer rude to the customer? –Rudeness measured either by words used or the tone of the officer

Soft Skills Parameters – Courtesy, Empathy and Proactiveness •Did the officer empathize with the customer's concern? –Use of phrases like ‘I understand’, ‘I apologize’

•Did the officer display enthusiasm through the call and maintain high energy level? –Being energetic –Smile on the call

–Sound eager and welcoming to help the customer –Not monotonous on the call

Soft Skills Parameters – Courtesy, Empathy and Proactiveness •Did the officer provide proactive information to the customer with a willingness to help him? –Did the officer show interest in resolving the query by being positive & displaying customer centric attitude? –WOW factor - Did the officer go out of the way to provide a delighting experience to the customer?

Soft Skills Parameters – Courtesy, Empathy and Proactiveness •Did the officer communicate about service guarantee? Did the officer provide information on self care using www.airtel.in? –Where applicable did the officer attempt to up-sell and cross-sell VAS? –Introduce the self-care portal, explain the registration process, inform that he can see bill amount due, current unbilled pulses & other related information & can download the itemized bill.

Soft Skills Parameters – Call Control and Escalation •Did the officer display ownership and responsibility by using appropriate vocabulary? –No unnecessary escalation –In case the call was escalated/transferred, was the proper procedure followed? –If a mobile/max magic/voice/DSL customer called for a query, was the call transferred without giving any information (e.g. if a voice customer calls DSL help line for a query that could be answered by him, but the call was transferred, then it is nonconformance) •Proper escalation •Adherence to the procedure •Escalate the customer's issue to get resolved in priority if required •If escalation was not required, yet call escalated, then will be marked down here

Soft Skills Parameters – Call Back •Did the officer note a call back that was required & check the customer's convenience for the call back? –If a call back was not required and officer forwarded, it will be marked down, similarly if call back required and officer did not note it –Did the officer note the desired call back date and time?

Soft Skills Parameters – Satisfaction Parameter (Enquiry ROL call) •Did the officer check for customer satisfaction? –The officer will ask the customer "Are you satisfied with this interaction you had with me?" or "Was I able to answer/solve the query/complaint to your satisfaction?"

•Did the customer reply in affirmative?

–The customer will be saying "yes" or "no" to the Officer's question

Soft Skills Parameters – Satisfaction Parameter (Enquiry ROL call) •In case the customer replied in negative, did the officer provide any further/alternative solution to the customer's satisfaction? –If the customer says ‘No’, the officer needs to ask the customer why he/she is not satisfied with the resolution, if required needs to escalate the call to the TL

Auditor – Process Gaps •Was the officer empowered to resolve the concern, however, lacked appropriate skills to give a resolution? –We need to check the officer's knowledge of the concern and ability to resolve in the scenario where all systems are functioning and processes are correct and capable •Was the resolution not provided due to system error? –Did the system/software hang while the officer was on the call? –Was the customer asked to call back due to unavailability of information due to system error?

Auditor – Process Gaps •Was the officer unable to resolve the concern to the customer's satisfaction because the process did not allow it? –Is the existing process capable of providing resolution to customer's queries, upholding the interest of company. –Is a process gap identified? Does the process need to be modified for enhanced customer experience?

Auditor Remarks •The process(es) identified, that need to be revisited –Needs to be manually entered by the auditor, standard terminologies to be used •The skill(s) identified where the officer needs to be trained –Needs to be manually entered by the auditor, standard terminologies to be used

How is the survey conducted?? Why CSMM ? •Is a way of looking at every single aspect and touch point of the company customer relationship •Tying in with Airtel’s vision is to be loved by most customers, CSMM is a means to get answers to the following questions : –Customer experience is what the company wants to deliver? “Loved by more customers” –The emotions the company want to evoke in its segmented market? “Benchmarked by more businesses” –The company’s customer experience vision •Ability to look for new & better ways to service

•Efforts made to understand customers & their problems •Ability to take extra efforts to assist customers •Ability to deliver what they promise

Customer Satisfaction Index

CSI Calculation Customer Relationship Analysis Focuses on: •Loyalty measures •Overall Quality, Cost, VFM and Images •Image parameters in line with brand essence statements •Overall processes •Probing for all processes to ensure “Voice of Customers •No Attribute level questions CRA results are provided on a monthly basis & the monthly scores are rolled up to provide the quarterly scores

Measurement Scale Objectives By the end of this module, you will be able to: •Explain the NDNC process •Summarize the NDNC flow

Summary In this module, you have: •Explained the NDNC process •Summarized the NDNC flow

NDNC Scenario s Scenario: Customer wants to register a complaint for promotional Calls but the customer is .not registered .Customer: I’m still getting calls/ from Telemarketers CSR: Sir/Ma’am, I’m sorry to hear that. I know it is inconvenient to receive such calls. ?However did you register on the NDNC registry ?Customer: No/What is that CSR: Sir/Ma’am, In order to stop receiving promotional calls from Telemarketers, you have to register on TRAI’s National Do Not Call Registry by Calling 121 or if you you’re already registered on the NDNC registry & want to un-register, you have to call 121. Your request will

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be implemented within 45 days from the date of request however you must note your unique .reference number for future queries or requests For more details visit www.airtel.in or www.ndncregistry.gov.in Scenario: Customer is registered on NDNC & wants to complaint but the 45 days period is .not yet over

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.Customer: I’m still getting calls from Telemarketers CSR: Sir/Ma’am, I’m sorry to hear that. I know it is inconvenient to receive such calls. ?However did you register on the NDNC registry .Customer: Yes I did ?CSR: Sir/Ma’am, do you have the Unique Reference Number Customer: No .CSR: Not a problem, I’ll pull that out from the system (.CSR notes: Pull customers URN form the NDNC front end using the mobile number) CSR: Sir/Ma’am, As I see it in my system you registered on DD-MMM-YY (date of customer’s registration on the NDNC). It has not been 45 days since your registration hence you could .(receive promotional calls for another xx days (number of days till expiry of 45 days Scenario: Customer is registered on NDNC for more than 45 days & wants to register a .complaint for promotional Calls but the customer does not have details of the call

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.Customer: I’m still getting calls from Telemarketers CSR: Sir/Ma’am, I’m sorry to hear that. I know it is inconvenient to receive such calls. ?However did you register on the NDNC registry .Customer: Yes I did ?CSR: Sir/Ma’am, do you have the Unique Reference Number Customer: No .CSR: Not a problem I’ll pull that out from the system (.CSR notes: Pull customers URN form the NDNC front end using the mobile number) CSR: Sir/Ma’am, Kindly share the number from which you got the communication, which date .you got it & the company on whose behalf the call was made .Customer: I don’t remember from which number the call came from CSR: Sir/Ma’am, In order for us to investigate your complaint, we require the number from which you got the communication. In case you don’t have it right now, you could make a note .of it the next time you get a similar communication & share it with us .Customer: I don’t know when the call happened

CSR: Sir/Ma’am, In order for us to investigate your complaint we require the date when the communication took place. In case you don’t have it right now, you could make a note of it the .next time you get a similar communication & share it with us Scenario: Customer is registered on NDNC for more than 45 days but is complaining of .service calls

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.Customer: I’m still getting calls from Telemarketers CSR: Sir/Ma’am, I’m sorry to hear that. I know it is inconvenient to receive such calls. ?However did you register on the NDNC registry .Customer: Yes I did ?CSR: Sir/Ma’am, do you have the Unique Reference Number Customer: No .CSR: Not a problem I’ll pull that out from the system (.CSR notes: Pull customers URN form the NDNC front end using the Telephone number) CSR: Sir/Ma’am, Kindly share the number from which you got the communication, which date .you got it & the company on whose behalf the call was made .(Customer: (customer shares the details ?CSR: Sir/Ma’am, May I ask what the call was about Customer: The call was from xyz (customer gives the name of the company on whose behalf .the call was made) reminding me to make my payment CSR: Sir/Ma’am, As per TRAI guidelines, communication relating to Billing, Collections, Service Renewals or other information specific to your phone number/account with such Organization/companies, is not considered as unsolicited communication. Hence I won’t be .able to log it as a complaint Scenario: Customer is registered for more than 45 days, remembers the call details & the .call was promotional call .Customer: I’m still getting calls from Telemarketers CSR: Sir/Ma’am, I’m sorry to hear that. I know it is inconvenient to receive such calls. ?However did you register on the NDNC registry .Customer: Yes I did ?CSR: Sir/Ma’am, do you have the Unique Reference Number Customer: No .CSR: Not a problem I’ll pull that out from the system (.CSR notes: Pull customers URN form the NDNC front end using the Telephone number)

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CSR: Sir/Ma’am, Kindly share the number from which you got the communication, which date .you got it & the company on whose behalf the call was made .(Customer: (customer shares the details ?CSR: Sir/Ma’am, May I ask what the call was about .Customer: The calls were from xyz bank selling credit cards CSR: Sir/Ma’am I’ve made a note of your complaint. I would also like to tell you that we need your help & support to work towards gradually getting these calls stopped every time we receive a complaint we are allowed by the regulation to take action against the TM. We first write warning letters, then impose financial penalty & then disconnect. In this way we hope to .have these calls stopped FAQ’s Customer: Why am I still receiving calls’? Do you really think I will stop receiving these calls ?if I register CSR: Sir/Ma’am, For UCC to stop completely, all Telemarketers across India need to register .themselves with the TRAI and need to adhere to the guidelines set for them by the TRAI .Not all TMs have registered yet. And some TMs are not verifying their lists with TRAI We need your help & support to work towards gradually getting these calls stopped every time we receive a complaint we are allowed by the regulation to take action against the TM. We first write warning letters, then impose financial penalty & then disconnect. In this way we .hope to have these calls stopped Customer: What is Airtel doing to stop these TMs, Why is Airtel not stopping these TMs from ?calling me CSR: Sir/Ma’am, Airtel whole-heartedly supports this initiative, but it is difficult to identify TMs who haven’t yet registered. Complaints from customers will help us identify such TMs, .and ask them to register. If they still don’t register, we will take further action against them .(Customer: (Customer insists on TAT/SLA commitment, to stop non-Airtel UCC

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CSR: Sir/Ma’am, For Telemarketers that Airtel partners, we’ll aim to provide a resolution within 4 working day however if the Telemarketer is not an Airtel partner, we’ll initiate .appropriate action within 7 working days ?Customer: What all is NOT considered UCC or promotional communication

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CSR: As per TRAI guidelines, communication relating to Billing, Collections, Service Renewals or other information specific to your phone number/account with such .Organization/companies, is not considered as unsolicited communication _______________________________________

(•

:Legend UCC: Unsolicited Commercial Communication (Calls

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• • •

NDNC: National Do Not Call registry • TM: Telemarketer TRAI: Telecom Regulatory Authority of India COAI: Cellular Operators Association of India • TAT: Turn Around Time • SLA : Service Level Agreement

NDNC )National Do Not Call) .Case 1 First time customer calls in call center for complaining about promotional calls What Officer Needs To Do .Ask on which number he is getting promotional calls ).1 If it is Airtel Landline Number ).2 )a.)Register him on NDNC link updated in Master Commercial File )link sheet i.) Open Link . ii.) Enter user name as csr_381 and password as welcome1a iii) Select Connection Type .iv) Enter Land Line Number, Email id and Alternate Number .v) Click on Submit any b.)Provide him Registration Number and inform that after 45 days he will not get .promotional call c.) Wrap this case in CRM under Type- Customer Service Sub Type- Do Not Disturb Service Related-Queries Sub Sub Type-Tele Marketing Calls-Procedure and Usage If it is Airtel Mobile Number then ask him call Mobility Division or he can send SMS ).3 .“)toll free) on 121 mentioning “start DND If it is number of any other service provider then ask him to call customer care of that ).4 .service provider Case 2 Second time customer calls in call center complaining that still he is getting .promotional calls What Officer Needs To Do .Ask the number on which he is getting promotional calls

On Airtel Land Line Number from other sources 1.) Take that number and search on NDNC link a.) Open NDNC Link b.) Click on NDNC Search Option c.) Select Connection Type as landline d.) Enter Customer’s Land line Number e.) And Search

f.) Do Not Search by Registration Number )First Option) 2.) Check When he got his Number Registered a.) If it is with in 45 days and Inform customer that he will not get any promotional call after 45 days wrap up that case under Type- Customer Service Sub Type- Do Not Disturb Service Related-Queries Sub Sub Type-Tele Marketing Calls-Procedure and Usage b.) If it is more than 45 days then . i) Check whether he is registered or not. If not then first register him .ii) If register then ask from which number he is getting calls .iii) At what time and date he is getting calls )iv)Source )for ex- hdfc, tata indicom etc )v) Type of call )promotional, collection bill reminders etc .vi) NDNC is to stop only promotional calls vii) and with all these details forward a complaint in CRM under Type- Customer Service Sub Type- Do Not Disturb Service Related-Issues Sub Sub Type-Tele Marketing Calls-Calls Not Blocked viii) Provide FTN and inform SLA of next few days

On Airtel Mobile Number from other sources Take that number and search on NDNC link ).1 a.) Open NDNC Link b.) Click on NDNC Search Option c.) Select Connection Type as Mobile d.) Enter Customer’s Mobile Number e.) And Search f.) Do Not Search by Registration Number )First Option) Check when he got his Number Registered ).2 a.) If it is with in 45 days and Inform customer that he will not get any promotional call after 45 days wrap up that case under Type- Customer Service Sub Type- Do Not Disturb Service Related-Queries Sub Sub Type-Tele Marketing Calls-Procedure and Usage b.) If it is more than 45 days then . Ask him to call at Mobility Division

On Number Of any other service provider getting calls from Airtel 1.) Ask him to call customer care of that service provider. wrap up that case under Type- Customer Service Sub Type- Do Not Disturb Service Related-Queries Sub Sub Type-Tele Marketing Calls-Procedure and Usage Note:-- 1.) There is no closure call for NDNC

If customer don’t want collection or bill reminder call register him in ).2 .Infotouch on “Do not Call List” after confirmation from TL

Objectives By the end of this module, you will be able to: •Describe the safe custody process

Safe Custody Process: Overview Case Study Summary In this module, you have: •Described the safe custody process

Objective At the end of the module you will be able to: •Explain what is a Waiver •Types of Waiver •How to log a waiver •How to track a waiver posting

Waiver A waiver is the adjustment which is given to the subscriber: –When there is an error in the bill, OR –In lieu of any wrong commitments made, OR –As a goodwill gesture

Waiver cycle Type of Waivers •Pre sales Waiver - committed before the full line activation and a waiver approval note is attached •Given by: sales person •Posted in: Arbor •Post sales Waiver – committed after line activation and all the packages being attached in arbor •Given by: CCE •Posted in: Waiver Flow (link available on Infotouch)

Remember

•Call center officer is authorized to give waiver of Rs.100/- in a day against a number •An approval note is a note through which one can know about the type, date and reason of waiver provided plus who has approved it •Waiver confirmation to be done through Infotouch •While entering an amount, please do remember that waiver amount should be less than invoice amount

Waiver Authority Matrix Categories for online waiver Late Payment Waiver Initiated after checking the waiver record of customer •Check if customer is getting the late payment waiver every month then inform the customer about it and tell him to pay the bills on time and before due date •After initiating the waiver Wrap up same in Category - Waiver Related Sub Category – Late Payment

Games on demand waiver •Initiated online if customer never asked for activation or did not know about it. Complaint –Type – Provisioning Related –Sub Type – VAS Related Issues –Sub Sub Type – DSL VAS Related

•Check history if the charges are coming every month or complaint has been logged for deactivation of GOD or not. According to the resolution provided the waiver if need be and Wrap up –Type – Provisioning Related –Sub Type – VAS Related Queries – Sub Sub Type – DSL VAS Related-Games on Demand-Charging/Procedure/Usage Details

Hello Tunes waiver Initiated online where a customer has not opted for that or wanted to deactivate the same • The Hello tune can be deactivated by a link • After deactivating the same the waiver can be given and wrap up to be done under Type – Sales and Marketing Sub Type – Marketing Request Sub Sub Type – Scheme Deactivation Request

Cheque Bounce Charges waiver Initiated if customer is regularly paying on time or his cheque bounce charges are not valid •Before giving such Waiver track record needs to be checked as there should

be no waiver for such a case previously. After giving the waiver it needs to be wrap in Category – Waiver Related Sub Category – Cheque Bounce

Clip Charges waiver Initiated when customer is disputing on same After giving the waiver the same can be wrap up under : –Type – Provisioning Related –Sub Type – VAS Requests

Post a Waiver: Infotouch (Demo) •click on post final to submit •Already approved waivers against this number are shown below

Content of waiver conformation mail < Current Date> < Subscriber Name> < Subscriber address > Dear, < Subscriber Name >, Further to your telecon with our service representative, an adjustment of Rs. 865 has been credited against your telephone number/account number < DEL number / DSL user id >.The amount shall reflect in your forthcoming invoice. (Please not that the amount shall reflect as an opening balance however same would be deducted from the current charges in your forthcoming invoice.) We earnestly hope that the resolution provided by us was up to your satisfaction. It is our privilege to have you as our valued customer and would like to thank you for your continued patronage. We look forward to a very warm and fruitful association with you. Should you require any further assistance , please Call us at: 121 E-mail us at: < Local Email id> Fax us at: < Local Fax number> Yours Sincerely, < Agent Name>

Waiver Confirmation By E-mail Some Info •The right to send the waiver confirmation mail would appear only after the waiver has

been transferred in Arbor •Sender’s Name would by default be the name of the person who has initiated the waiver • Date, Subscriber Name, Address and Telephone Number would come by default from the customer profile • The local FAX number is dependent on the local email id selected •e.g. If the selected email id is [email protected], the FAX number would by default show as 011-41615379

Track a Waiver: Infotouch Track a Record Approval note