Nhip

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
•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
•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
•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
•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

•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
Summary
•Stated the types of customers

•Explained the customer life cycle
Objectives
•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)
•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
•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
•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
•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)
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
•Stated the story of growth of Bharti group

•Defined Airtel and state the brand essence
•Recalled vision and values
Objectives
•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
•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 address appropriately
–“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
•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
•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
•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
•Differentiated between different types of tariffs
•Identified the components of tariffs
Objectives
•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 = 1,024 Kilobites
•1 Gb = 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
•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
•Described the components of a DSL Tariff (residential,
commercial, cyber café)
•Explained the tariffs
Objectives
•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
•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
•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
•Shown examples of bill inserts, ads and schemes
•Given an overview of the products provided by Airtel
Objectives
•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
•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
•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
Meet GoD
Installing the Player – Step 1
Ready to Play
FAQs
CRM
Role Play
Bandwidth on Demand
BoD
BOD service
What is the BOD Service?
Target segments, Benefits
Speeds & Rate/Hour
Customer Interface
FAQs
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

Raju.verrana@f-secure.com
Shridhar.guzzu@f-secure.com
Thank You
Kaushik Pramanik
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 (Rate/ Hr for BoD)Rs

256 25
512 40
1024 75
2048 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 Sub-Type
Provisioning VAS Related-ISSUES 98 WLL Facility
Related
Provisioning VAS Related-ISSUES Background Music
Related
Provisioning VAS Related-ISSUES CLIP Facility
Related
Provisioning VAS Related-ISSUES CUG Facility
Related
Provisioning VAS Related-ISSUES Call Alert/Call Waiting
Related
Provisioning VAS Related-ISSUES Call Forwarding
Related
Provisioning VAS Related-ISSUES Call Queue
Related
Provisioning VAS Related-ISSUES Centrex Facility
Related
Provisioning VAS Related-ISSUES Distinct Ringing
Related
Provisioning VAS Related-ISSUES Do Not Disturb
Related
Provisioning VAS Related-ISSUES Dynamic Lock
Related
Provisioning VAS Related-ISSUES Dynamic Lock Password
Related Reset
Provisioning VAS Related-ISSUES Explicit Call Transfer
Related
Provisioning VAS Related-ISSUES Hotline Facility
Related
Provisioning VAS Related-ISSUES ISD Facility
Related
Provisioning VAS Related-ISSUES MLHG Facility
Related
Provisioning VAS Related-ISSUES Malicious Call Identification
Related
Provisioning VAS Related-ISSUES Parallel Ringing
Related
Provisioning VAS Related-ISSUES Remote Telephony
Related Management
Provisioning VAS Related-ISSUES STD Facility
Related
Provisioning VAS Related-ISSUES Selective Call Barring
Related
Provisioning VAS Related-ISSUES Selective Call Origination
Related
Provisioning VAS Related-ISSUES Selective Call Waiting
Related
Provisioning VAS Related-ISSUES Selective Ringing
Related
Provisioning VAS Related-ISSUES Three Party Conference
Related
Provisioning VAS Related-ISSUES VMS Facility
Related
Provisioning VAS Related-ISSUES VMS Password Reset
Related
Provisioning VAS Related-ISSUES Widex Facility
Related
Provisioning VAS Related- 98 WLL Facility
Related REQUEST
Provisioning VAS Related- Alarm Call
Related REQUEST
Provisioning VAS Related- Background Music
Related REQUEST
Provisioning VAS Related- CLIP Facility
Related REQUEST
Provisioning VAS Related- CUG Facility
Related REQUEST
Provisioning VAS Related- Call Alert/Call Waiting
Related REQUEST
Provisioning VAS Related- Call Forwarding
Related REQUEST
Provisioning VAS Related- Call Queue
Related REQUEST
Provisioning VAS Related- Centrex Facility
Related REQUEST
Provisioning VAS Related- Delayed Hotline
Related REQUEST
Provisioning VAS Related- Do Not Disturb
Related REQUEST
Provisioning VAS Related- Dynamic Lock
Related REQUEST
Provisioning VAS Related- Dynamic Lock Password
Related REQUEST Reset
Provisioning VAS Related- Explicit Call Transfer
Related REQUEST
Provisioning VAS Related- Hotline Facility
Related REQUEST
Provisioning VAS Related- ISD Facility
Related REQUEST
Provisioning VAS Related- Immediate Hotline
Related REQUEST
Provisioning VAS Related- MLHG Facility
Related REQUEST
Provisioning VAS Related- Parallel Ringing
Related REQUEST
Provisioning VAS Related- Remote Telephony
Related REQUEST Management
Provisioning VAS Related- STD Facility
Related REQUEST
Provisioning VAS Related- Selective Call Barring
Related REQUEST
Provisioning VAS Related- Selective Call Origination
Related REQUEST
Provisioning VAS Related- Selective Call Waiting
Related REQUEST
Provisioning VAS Related- Selective Ringing
Related REQUEST
Provisioning VAS Related- Three Party Conference
Related REQUEST
Provisioning VAS Related- VMS Facility
Related REQUEST
Provisioning VAS Related- VMS Password Reset
Related REQUEST
Provisioning VAS Related- Voltage Adjustment
Related REQUEST
Provisioning VAS Related- Widex Facility
Related REQUEST
P
Brief Q/ SR_SUB_
ISSU r SR_T SR_SUB_
E Summar R/ SUB_TYP DFF1
o YPE TYPE
y C E
d
Network & Online Modem
Qu DS Fault Repair Related
Connectivity Reinstallation
eryL Queries
Related Related
Destination Network & Modem
Host/Net ReqDS Connectivity Fault Repair- Reinstallation-Site
unreachable L Related Requests Visit
Network & Disruption in
Co DS Connectivity Internet Related Destination Site
mp L Related Services Related
Qu
ery
Proactive-Wiring
Frequent Network & Repair or
ReqDS Connectivity Fault Repair- Replacement
Disconnection L Related Requests Required
Co DS Connectivity Internet Related Internet Frequent
mp L Related Services Connectivity Issue Disconnection
Network &
Qu DS Fault Repair Related Password Reset
Connectivity
ery L Queries Related
Related
Network &
Authentication
ReqDS Connectivity Fault Repair-
issue L Related Requests Password Reset
Co DS Connectivity Internet Related
mp L Related Services Login Problem Error 691
Qu
ery
Mass Outage Reqn/a n/a n/a n/a n/a
Network &
Co DS Connectivity
mp L Related Mass Outage Planned/Unplanned
Qu
VPN ery
Connection Reqn/a n/a n/a n/a n/a
related Network &
Co DS Connectivity Connection Not VPN Connection Not
mp L Related Working Working Regular FR ……….
Qu
ery
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L Related Requests Visit
Conn (630-633-718- Error 630-633-718-
720-797) Co Network & 720-797-ADSL USB
ectivi
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L Related Requests Visit
(650 - 721) Network & Error 650 OR 721-
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Network & Online Modem
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Site Visit L Related Requests Visit
Network & Modem
Co DS Connectivity Fault Repair- Reinstallation-Site
mp L Related Requests Visit
Network & Router
Network &
Qu DS Fault Repair Related Mail Client
Connectivity
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Related
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mp L Related Services Email-No Incoming
Network &
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mp L Related Services Email-No Outgoing
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Configuration L Related Requests Configuration
Network &
Co DS Connectivity Fault Repair- Mail Client
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mp n/a n/a n/a n/a
Qu
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ROU Qu
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FAUL Router , Proactive-CPE
Network & Cleaning or
TY Adaptor, cable ReqDS Connectivity Fault Repair- Replacement
fault L Related Requests Required
Co DS Hardware CPE or Hardware
mp L Related Related Router
Network & Disruption in OTHERS specific
Qu DS Slow Browsing All
Connectivity Internet Related website not opening
ery L Website
Related Services remote prb
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Network & Cleaning or
Browsing / No ReqDS Connectivity Fault Repair- Replacement
Browsing L Related Requests Required
Brow
Co DS Network & Disruption in
sing Connectivity
mp L Related
Internet Related
Services Browsing Related
Relat
Qu DS Network &
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Connectivity
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Qu DS
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Provisioning Related-Queries Related
Installation Additional
Wiring Related ReqDS and Provisioning-
L Provisioning Requests Additional Wiring
Co DS Installation Additional
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mp L
Provisioning Related-Issues
Qu DS Installation Additional Modem-
ery L
Modem relatedReqDS and Provisioning-
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Qu DS Installation Reprovisioning
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Related L Provisioning Related-Requests Splitter
Co DS Installation Reprovisioning
and
mp L Provisioning Related-Issues Splitter
Qu DS Installation Additional Router-
ery L
Router
ReqDS and Provisioning-
Related L Provisioning Requests Router
and Provisioning
mp L Provisioning Related-Issues Router
Qu DS Customer Airtel Website Bill Details Viewing
ery L Service Related-Queries Procedure
Itemised bill
Req
view
Co DS Customer Airtel Website Bill or Itemised Bill
mp L Service Related-Issues View
Qu DS Customer Airtel Website
Payment Related
ery L Service Related-Issues
Payment
Req
updation
Co
mp
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Registration/Reset
Selfcare ery L Service Related-Queries
Procedure
Password Req
problems Co DS Customer Airtel Website Self Care Password
mp L Service Related-Issues Related Issues
Qu DS Customer Airtel Website Registration
Selfcare ery L Service Related-Queries Procedure
Registration Req
problems Co DS Customer Airtel Website Self Care
mp L Service Related-Issues Registration Issues
Qu DS Customer Airtel Website Unbilled Usage
SELF Unbilled ery L Service Related-Queries Viewing Procedure
CAR usage Req

E Co DS Customer Airtel Website
mp L Service Related-Issues Unbilled Usage View
Qu
ery
Selfcare
Req
website issue
Co DS Customer Airtel Website Web Portal
mp L Service Related-Issues Performance
Qu
ery
Education on
Req
Selfcare
Co DS Customer Airtel Website Information
mp L Service Related-Requests Required
Qu
ery
Selfcare New
Req
password
Co
mp
Self Care Password
Registration/Reset
ery L Service Related-Queries
Procedure
Selfcare New DS Customer Airtel Website
Registration ReqL Service Related-Requests Self Care Password
Co DS Customer Airtel Website Self Care
mp L Service Related-Requests Registration
Qu
ery
DS Request - Bill
Duplicate Bill ReqL Bill Delivery Copy/Details Duplicate Bill
Co DS Bill Copy/Details
mp L Bill Delivery not received Duplicate Bill
Qu
ery
Original Bill Req
Co DS Bill Copy/Details Original Bill Hard
mp L Bill Delivery not received Copy
Qu
Billing/Installa ery
tion DS Provisioning Customer profile Billing Related
ReqL Related Updation Requests Request
Name/Address
Customer Profile
Correction Co DS Provisioning Billing Related
Updation Related-
mp L Related
Issues
Request
Qu DS Billing Clarification on DSL VAS Rental

ery L Related -Rental Charges Related
Billing Dispute Reqn/a n/a n/a n/a n/a
Co DS Billing Bill Related
mp L Related Discrepancy
Qu DS Bill Generation &
Bill Delivery Bill Delivery Modes
ery L Dispatch Queries
E-Bill Delivery
Customer Profile E-Bill Facility-

Qu DS Provisioning
-Billing Related- Activation/Deactivati
ery L Related
Queries on Procedure
E-Bill Facility Req
Co
mp
Procedure for
Qu DS Customer SI/ECS/Auth.
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on
ECS/SI DS
Related ReqL
Co DS Customer SI/ECS/Auth.
mp L Accounting Related Issues
Services
Qu DS Collections Restoration OG Release
ery L Request
Request for
OG /IC Related ReqDS Collections Services
L
Restoration OG Release
Co DS Services
mp L Collections Restoration Issue
Qu DS Provisioning Ownership Change
eryL Related Related -Queries
Change of DS Provisioning Ownership Change-
ReqL Related Requests
Ownership
Co DS Provisioning Ownership Change
mp L Related Related-Issues
Qu DS Provisioning Customer Profile-
Change Of CPE-
DSL Billling
ery L Related Related-Queries
Charging/Procedure
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CPE
Co DS Provisioning Customer Profile
Updation Related- DSL Related Billing
mp L
Information
Qu DS Customer Procedure for Tariff
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ery L Service Migration
Related Queries
Information
Tariff Related ReqDS Customer Correspondence- Required -
L Service Requests Procedures Procedure for Tariff
Co DS
mp L
Information
Qu DS Customer Procedure for
Required-Procedure
ery L Service Shifting
Related Queries
Shifting Information
Outside ReqDS Customer Correspondence- Required -
premises L Service Requests Procedures
Co DS
mp L
Qu
Pre- ery
Adjustment or Forced
Installation
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Refund L Related Deposit/Refund Installation
Related Co DS
mp L
Qu
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Delay in DSL ReqDS
L
Installation
Installation
Co DS and
mp L Provisioning Delay in Installation Field Provisioning
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mp L Provisioning Premise Shifting
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Demand
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tion mp L Connectivity Services BOD
Qu DS
and Provisioning PC Secure
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PC Secure Req
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mp Provisioning Related Issues PC Secure
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Installation Request for
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Installation L Provisioning Visit Product Education
Co
mp
Qu
ery
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Req
Commitment
Co DS Sales and
mp L Marketing Sales
Network &
Qu DS Connectivity Fault Repair Related DSL Dial Up Backup
ery L Related Queries Service Related
Dial up issue Req
Co DS Connectivity Internet Related Dialup Services Not
mp L Related Services Working
Qu
ery
People
Customer
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Appreciation L Service Requests Appreciation
Co
mp
DSL VAS Related
Qu Games On Demand-
ery DS Provisioning VAS Related Charging/Procedure Online Info Provided
Games on L Related Queries /Usage Details To Customer
Demand(GOD) Req
Co DS Provisioing
mp L Related VAS Related Issues DSL VAS Related Games on Demand
Qu DS Provisioning Safe Custody
ery L Related Related-Queries
DS Provisioning Safe Custody-
Safe Custody ReqL Related Requests
Co DS Provisioning Safe Custody
mp L Related Related-Issues
Tariff Qu
Migration in ery
DS
OSS(Already ReqL
migrated in Co DS Billing Bill Related Migration Related
Flow) mp L Related Discrepancy Dispute
Qu DS Customer
ery L Service Transfer To L2
Transfer To L2
Qu DS Bill Payment Home Pay

eryL Collections Collection-Related Procedure
DS Bill Payment Home Pay
Bill Pick Up ReqL Collections Collection-Requests Collection
Co DS Bill Payment
mp L Collections Collection-Issues Home Pay Related
Other Qu
ery
s Written Reply DS Customer Correspondence- Written Reply
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Related
Co
mp
Qu DS Customer Unclassified
ery L Service Queries
Blank Call/Call
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Qu DS Billing Clarrification On Late Payment Fee
L Related -Other Charges Related
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Up Category) Co
mp
Qu
ery
Dead Phone Req
Co V Network &
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Qu
ery
V Installation Additional
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Co
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Wrong Commitment
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AMCO Offer Executive(Submit At
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Made-FSO
Related(Given To
Sales Executive)
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Clip V
Charges(Wrap Reqoic Provisioning
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Co
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Brief
ISSUE FFC Resolution Code
Summary
CPE-Disconnect And Reconnection
Modem Reboot CPE-Modem Hanged
Done-Now Ok
CUSREA-Changed The RJ 45 Cable
Lan Cable Issue Cpe-Cpe to Pc Cable Faulty In Customer End
CUSAWR-CPE To PC Cable
USB Cable issue
Disconnected
CUSAWR-Wrong Username or CUSREA-Using Wrong Password-
Authentication Issue
Password Password Resetted
CUSREA-PC LAN Port Faulty
Customer LAN Card CUSREA-Customer system
Identified and Informed to
issue related issue
Customer
LAN Card enabling CUSREA-Customer PC Issue CUSREA-Customer Informed
Connectivity Customer wiring CUSREA-Customer Own Cpe or

CUSREA-Customer Informed
Related issue Equipment Issue
Modem CPE-Modem Reinstallation-

CPE-Modem Reinstalled
Reinstallation Driver file currepted
RJ11 cable related CUSREA-RJ 11 Not Inserted in

CUSREA-RJ 11 Inserted in CPE
issue CPE
Splitter connection CPE-Modem To End Eqpt Cable

CPE- Cable Connected Properly
issue Removed
Dialer settings CUSAWR-Wrong Dialer Settings CUSAWR-Dialer Setting Corrected
Outlook SOFTWR-Outlook Express

Email Configuration Configration Problem
SOFTWR-OE Reconfigured
Customer Browser SOFTWR-Browser Settings SOFTWR-Browser Settings

issue Related Issue Corrected
PC/Browser Customer Network CUSREA-Customer Own Cpe or
issue Equipment Issue
Related issues
Customer PC issue CUSREA-Customer PC Issue CUSREA-Customer Informed
CPE-Modem Settings or System

Particular MTU Issue
Settings or Backend Issue
CPE-MTU Size Modified
Website Specific Website
CUSREA-Specific Site Issues due
Related Issues issue
CUSAWR-Specific Site Issues to Remote End problems. Informed
Customer
Customer CUSAWR-Customer Perception
CUSAWR-Customer Educated
Perception Issue
Customer Own CUSREA-Customer Application
Software issue or Software Issues
Customer own Customer PC issue CUSREA-Customer PC Issue CUSREA-Customer Informed

issues
Customer Own CUSREA-Customer Own CUSREA-Customer Educated
Equipment issue Equipment Faulty About His Own Equipment Faulty
SOFTWR-Virus Issue-Anti Virus
SOFTWR-Anti Virus Installed and
Virus issue Not Available on Customer
Updated
System
PRODU
CT SR_TYPE SR_SUB_TYPE SR_SUB_SUB_TYPE
Installation and Additional Provisioning-
Wifi Provisioning Requests Router
Network & Connectivity
Wifi Related Connection Not Working No Wireless Signal
Wifi Hardware Related CPE or Hardware Related Router
Network & Connectivity Disruption in Internet
Wifi Related Related Services Browsing Related
Network & Connectivity Disruption in Internet
Wifi Related Related Services Internet Connectivity Issue
Wifi Related Disruption in Services Poor Wireless Signal
Network & Connectivity Fault Repair Services Router Reconfiguration-Incomplete or
Wifi Related Related Wrongly Done
Network & Connectivity Fault Repair Services
Wifi Related Related Router Reconfiguration-Not Done
Wifi Related Fault Repair-Requests Modem Reinstallation-Online
Wifi Related Fault Repair-Requests Modem Reinstallation-Site Visit
Wifi Related Fault Repair-Requests 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
–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
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
•Monthly Charges: Rs. 100 for Delhi & Rs 30 for Haryana & UP west per MSN
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
•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
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
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
•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
•Monthly Charges : Rs 10 in Talk 250 or else its free
•1 pulse would be charged for every no. which customer stored
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
•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
•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.
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

•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
•Monthly Charges : Rs 20
•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
•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 pre-
programmed 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
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
•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
•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
–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
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
•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 – 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
•Explained the bill and its component to the customers
•Identified the dunning calendar
•Explained the billing cycle
•Understood the various modes of payment
Objectives
•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
•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
•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)
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 re-
activating 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
•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

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
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
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
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
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
Scenario 5
If outstanding is there from past two three months (.9
Then forward customer’s request under
Type:: Collections
(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
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 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
If waiver approved opening balance is zero

Restore customer’s connection (DSL+ VOICE) from Infotouch and wrap
up that case in ECRM
Type:: Collections
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 ( STEP 1)

Select Product Type ( STEP 2 )
For Voice ( STEP 3 )
For DSL ( STEP 4 )
Wrap of the call in eCRM
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
•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
•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
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
•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

•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
•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
•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
•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 nxSTM-
1levels. 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
•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
• 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.
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.

•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 audioconference@bharti.com
–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 ( audioconference@bharti.com ) 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 ( audioconference@bharti.com ).
•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
care.ncr@airteltelephone.com 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
•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
•Explained the Self Care Portal
•Stated the benefit of self care portal
•Explained the registration process
•Knew about CSR user explanation
Objectives
•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)

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
•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
•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
•Listed the impact of segment change on customer
S Quer
Procedue Response SLA Type/Sub Type
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3.Incase of
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3
Del To Other Del
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 Call Flow-> Billing Tab->
4 Futuristic Shifting 11th Nov then 6 Days
(Maxim Shifting Flow
we will log that
um
request
Time:
Under……….
30
>
Days)
We will select
EXPECTED
DATE
AS:::15th NOV
DEACTIVATIO
N DATE
AS:::11th NOV
Shifting Charges
Charges For shifting With In Premises NIL
Charges For Shifting With In Same Town Same HUB 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
•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 Inter city Shifting request

Call Flow
Shifting for the multiple DEL
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
•Described the shifting process
•Listed the reasons for delay in the shifting process
Objective
• 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 Who is the owner for the post activation cancellation process?
A 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”
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
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.
notes . The reason of cancellation chosen is “Shifting outside town to wired area”
•The customer fills up the shifting form, rate plan declaration form, clears his outstanding &
returns the CPE

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 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
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 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_<<Origin>>”, 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

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
b.)If Request is not present then forward his request under
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
b.)If Request is not present then forward his Complaint under
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
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

•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

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.
• 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.
• 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.
• 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 Mode of Request/Charges

Safe custody is a temporary
Ø Written request is required
disconnection of service, but on
:Ø CHARGES
customer’s demand. In this facility
o Voice: 250/month
a customer can put his line/DSL
o DSL: 500/month
under safe custody for a specified
o Voice+DSL/Combo:
.time period
500/month
Minimum duration: 7 Days
Ø Re-activation charges: Rs 50
Maximum duration: 90 Days
)Both for Voice & DSL)
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
•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
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
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.<full name> or Mr./Ms.<last name> 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 non-
conformance
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 Pro-
activeness
•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
activeness
•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
activeness
•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?
activeness
•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 non-
conformance)
•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
•Explain the NDNC process
•Summarize the NDNC flow
Summary
•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 .1
.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
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 .2
.not yet over
.Customer: I’m still getting calls from Telemarketers
.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 .3
.complaint for promotional Calls but the customer does not have details of the call
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 .4
.service calls
Customer: No
(.CSR notes: Pull customers URN form the NDNC front end using the Telephone number)
.(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 .5
.call was promotional call
Customer: No
(.CSR notes: Pull customers URN form the NDNC front end using the Telephone number)
.(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 .6
?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 .7
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 .8
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
• 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
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
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
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.
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
•Describe the safe custody process
Safe Custody Process: Overview
Case Study
Summary
•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
–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 :

–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 care.delhi@bharti.com, the FAX number would by
default show as 011-41615379
Track a Waiver: Infotouch
Track a Record
Approval note

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About The Programme

•Programme Name – Excelling at Customer Care

•Get to know each other

•Introduce and greet in different ways

•Operated by a company to administer incoming calls about product support or

–ACD or Automatic Call Distributor

•Is a capability of larger, more complex telecommunications systems

•Is Responsive to commands given by the customer

•State the types of customers

7-Step Customer Life Cycle

•For example, we provide an Internet speed of 8 Mbps

Step 6: Customer Life Cycle

•Stated the types of customers

•State a brief history of telecom

•Battery back up on both handset and base

Medium Used in our Network (Cont’d)

Non Financial Benefits of our Network

Working of Telephone Networks

•Stated a brief history of telecom

•Get acquainted with Typing Tutor

•Live Demo of Typing Tutor

•State the story of growth of Bharti group

Manifesto for Change – Brand Essence

•To be the key contact with customer

•Stated the story of growth of Bharti group

Direct Exchange Line (DEL)

•It is a front-end tool for Telemedia customer interaction is called eCRM

Customer Touch Points

TRAI Regulations (Nodal)

Treat the customer as a customer and not as an account number

Customer, Customer Service & YOU

Remember: The Customer Can Hear Your Smile

Do not have barriers of:

Meet Expectations by providing appropriate resolution

Provide relevant / complete / accurate solution and information to the

Evolve a Relationship & End the Call

•Differentiate between different types of tariffs

Existing Tariff Plans

•Identify the components of PCO tariffs

QRC Defined: Query

QRC Process: Overview

Activity: Segregate the given situations in Query /

Units in Data Transmission

How to handle a call for new connection?

•Thank Customer for his Interest In Our Services

What agent needs to do after explaining plans?

For New Customer

Demo: Capturing a Sales Lead in CRM

•PC Secure software download and getting activation key

Retail Customer Packages

For more Information log on to

For any Queries you can mail to

•Provides support solution by automatically detecting & resolving issues

?How can customer use BOD.2

?How will customer be billed 3

?What will happen to the Free download limit of the customer 4

?How can customer go back to his original plan 5

?How can customer see his usage of BOD 7

?What are the tariffs for various services offered 9

(Speed)In Kbps (Rate/ Hr for BoD)Rs

Customer will not be charged if his broadband session is disconnected.(If the

And For Deactivation Of this service forward complaint under