PRESENTATION

Spectranet
(From May17 to Aug17)
Collection Data trend from May17 to July17

Data Trend Status

100%
80%
60%
%

40%
20%
0%
May'17 June'17 July'17
Total Data Received 100% 100% 100%
Data for Call Center 57.63% 65.58% 65.85%
Special Cases 21.06% 24.85% 20.24%

MTD Data
Type May'17 June'17 July'17
Total Data Received 16355 16109 16487
Data for Call Center 9426 10565 10857
Special Cases 3444 4003 3337

Note : August total data received: 18133

Collection Process Conti

Collection Data Paid Status (Overall, Data for Call Center & Special Cases)
Payment Trend Stauts
94.00%
93.00%
92.00%
91.00%
90.00%
%

89.00%
88.00%
87.00%
86.00%
85.00%
Overall Data for Call Center Special Cases
May'17 93.28% 88.34% 93.44%
June'17 92.25% 88.19% 91.58%
July'17 92.67% 89.09% 92.03%

Collection Process Conti

Churned Status (Overall & Data for Call Center)

Churn Trend
9.00%
8.00%
7.00%
6.00%
5.00%
%

4.00%
3.00%
2.00%
1.00%
0.00%
Overall Data for Call Center
May'17 4.65% 8.06%
June'17 4.78% 7.29%
July'17 3.46% 5.03%

Collection Process Conti

Not Paid Status (Overall & Data for Call Center)

Not Paid Status

7.00%
6.00%
5.00%
4.00%
%

3.00%
2.00%
1.00%
0.00%
Overall Data for Call Center
May'17 2.07% 3.60%
June'17 2.97% 4.52%
July'17 3.87% 5.88%

Collection Process Conti

Connect Data Status (Overall & Data for Call Center)

Connect Data Status

80.00%
70.00%
60.00%
50.00%
40.00%
%

30.00%
20.00%
10.00%
0.00%
Overall Data for Call Center
May'17 51.72% 75.88%
June'17 45.44% 65.64%
July'17 38.59% 58.59%

Collection Process Conti

Barred Status (Overall & Data for Call Center)

Barred Data Stauts

35.00%
30.00%
25.00%
20.00%
%

15.00%
10.00%
5.00%
0.00%
Overall Data for Call Center
May'17 15.15% 25.95%
June'17 20.02% 29.73%
July'17 14.96% 22.21%

Collection Process Conti

Paid Status of Barred Data (Overall & Data for Call Center)

Paid Status of Barred Data

70.00%
60.00%
50.00%
40.00%
%

30.00%
20.00%
10.00%
0.00%
Overall Data for Call Center
May'17 65.30% 64.75%
June'17 62.91% 61.92%
July'17 52.96% 51.89%

Collection Process Conti

Connect Status of Barred Data (Overall & Data for Call Center)

Connect Status of Barred Data

84.00%
82.00%
80.00%
78.00%
76.00%
74.00%
%

72.00%
70.00%
68.00%
66.00%
64.00%
Overall Data for Call Center
May'17 82.05% 82.27%
June'17 75.97% 77.14%
July'17 71.29% 72.92%

Collection Process Conti

After Due Date Payment Status (Overall and Data for Call Center)

Paid After Due Date Data Status

80.00%
70.00%
60.00%
50.00%
40.00%
%

30.00%
20.00%
10.00%
0.00%
Overall Data for Call Center
May'17 39.34% 68.26%
June'17 43.90% 66.94%
July'17 49.82% 75.66%

Collection Process Conti

Last Minute of Meeting Points
Sr. Action (In Verb Responsi
Discussion Status Completion Date Status
No Object) bility
Will follow the
Last MOM Points should be mentioned in Will be presented Caretel-
1 Open Next Review same from
starting of Review with closure status from next Review Ops
next review
To be checked the regular Non- Will be presented Caretel-
2 Open Next Review Done
contactable from three month from next Review Ops
Monthly and Quarterly Billers to be Will be presented Caretel-
3 Open Next Review Done
checked collection wise from next Review Ops
City specific report to be prepare in next Will be presented Caretel-
4 Open Next Review Done
review from next Review Ops
Will be presented Caretel-
5 Promise to pay trend Open Next Review Done
from next Review Ops
Caretel- Close
6 SR mapping on Churn disposition Has been shared 22-Aug-17 Done
Ops d
billing cycle -90% closure should be Will be presented Caretel-
7 Open Next Review Done
mapped on Data for Call center from next Review Ops
Need to be captured the Plans pitched on Will be presented Caretel- Already
8 Open Next Review
retention calls from next Review Ops started
Retention should be mapped on Caretel Will be presented Caretel-
9 Open Next Review Done
generated churn SR from next Review Ops
Retention data should be city and center Will be presented Caretel-
10 Open Next Review Done
specific from next Review Ops

MOM Conti
Last Minute of Meeting Points.
Sr. Action (In Verb Responsibil
Discussion Status Completion Date Status
No Object) ity
Retention team should offer free days to retain Team has been team has started
11 the customer briefed on same Caretel-Ops Closed 16-Aug-17 pitching the same
Usage time should be checked and to be called Need help from Spectranet Support PENDING WITH
12 on same time to reduce the non-contactability Gurjant Caretel-Ops Open Required GURJANT
Weekly non-contactable data to be sent to field Will be presented started sending
13 and mapped with payment from next Review Caretel-Ops Open Next Review the data to field
Random check on churn request raised by Will be presented
14 resource. from next Review Caretel-Ops Open Next Review Random checked
CAF to be checked on Sales Miss-Commitment Training session has Caretel-
15 cases been done Quality Closed 17-Aug-17 Done
Will be presented
16 Repeat CLI to be checked from next Review Caretel-Ops Open Next Review Not Done
In random process audits Wrong Tagging to be Will be done by Q & T Caretel- On Will be shared by Quality
17 checked for FRD Desk Team Quality going Team Done
Internal call calibration
Every Wednesday and
Call Calibration will be planned on weekly or Will be done by Q & T Caretel- On Monthly calibration as
18 monthly basis with client end also Team Quality going per client availability Done
Will be done by Q & T Caretel- On Monthly PKT will be
19 PKT need to be conducted on monthly basis Team Quality going conducted Done
Will be done by Q & T Caretel- On
20 VOC of the calls need to be collected Team Quality going Next Review NA
Will be done by Q & T Caretel- PENDING
21 Retention module to be prepared Team Quality Open Next Review WITH VIKAS
Caretel-
Agent wise churn contribution and training need Will be done by Q & T Quality/
22 analysis Team Caretel-Ops Open Next Review PENDING

MOM Conti
 Challenges
1. Calls are not getting through existing customer care, customers are waiting in queue and then calls up
to new customer helpline , which again put wrong impression on consumer as their issue doesn't
resolve in this end.
2. In order to bill due date, customer is finding new date received on new bill on plan changes cases
3. Service issue not resolved timely.
4. Safe custody amount is challenge. ( 550 for 3 months and 1100 for 6 months non refundable )
5. Customer gets adamant for payment via cash and cheque
6. Payment Pickup and updation should be done timely.
7. customer requires low price plans of Rs. 300 to 400 per month.
8. customer not ready to listen in outage scenarios.
9. Shifting to Non-RFS Societies
10. Customer wants speed commitment on wifi
11. Sales team miscommitments also has increased.
Support Required :
1. Payment mode should be expand should include Cash, Cheque and other website option like PayTM,
2. Existing Customer Care contact number should work in all conditions.
3. Service challenges should be minimize and should be resolved on time.
4. On plan change cases also, due date should be acurate.
5. Safe custody charges should be waived off or less.
6. We should have low price plan to retain the customer with low speed and low data.
7. Same day payment should be updated in payment pickup cases.
8. Routers Issues should be resolved by separate channel so these issues can be resolved with properly
with focus.

MOM Conti
2.Not Contactable Trend Last three months (April to June)

Last Three Month NC Trend

27.0%
26.5% 26.3%
26.0%
26.0%
25.5%
25.0%
24.5%
24.0% 23.7%
23.5%
23.0%
22.5%
22.0%
Non_contactable
April% May% June%

July Not contactable Data 22.8%

MOM Points Conti

 3.Monthly and Quarterly Billers collection wise (July) :
Data Count Data Count Data Count Data Count

Plan Name Monthly Plan Name Quaterly Plan Name 4 Month Plan Name Half Yearly

Total Data Received 11321 Total Data Received 4464 Total Data Received 513 Total Data Received 189
Data for Call Data for Call Data for Call Data for Call
Center Name Center Center Name Center Center Name Center Center Name Center
Data for Call Center Data for Call Center Data for Call Center Data for Call Center
Count 64% Count 69% Count 73% Count 67%

Paid 90% Paid 87% Paid 87% Paid 85%

Paid Before Due Paid Before Due Paid Before Due Paid Before Due
Date 15% Date 11% Date 6% Date 6%

Paid After Due Date 75% Paid After Due Date 76% Paid After Due Date 82% Paid After Due Date 79%

Churned 5% Churned 5% Churned 4% Churned 6%

Voluntary Churn 1% Voluntary Churn 1% Voluntary Churn 1% Voluntary Churn 0%

In-Voluntary Churn 4% In-Voluntary Churn 5% In-Voluntary Churn 3% In-Voluntary Churn 6%

Not Paid 5% Not Paid 8% Not Paid 9% Not Paid 9%

Contactable 57% Contactable 61% Contactable 67% Contactable 65%

Barred 20% Barred 25% Barred 31% Barred 35%

Paid on Barred 51% Paid on Barred 51% Paid on Barred 60% Paid on Barred 58%
Contactable on Contactable on Contactable on Contactable on
Barred 72% Barred 74% Barred 77% Barred 76%

Special Case 32% Special Case 30% Special Case 17% Special Case 18%

Special Case Paid 93% Special Case Paid 90% Special Case Paid 92% Special Case Paid 91%

MOM Points Conti

4. City specific July-Report Data for Call Center :
Churned
Details % Data Status % Payment Summary %
Summary %

Paid In-
Volunt
Not on Volunt
Total Not Churn Contact Barr <7 =7 >11 ary
City Owner Paid Contactabl Barre ary
Bill Paid ed able ed Agieng Agieng Agieng Churn
e d Churn
ed
Data ed

Sweety/Satinde
Bangalore 2790 89% 5% 6% 56% 23% 20% 20% 18% 62% 45% 1% 5%
r Singh
Kamaldeep
Pune 1923 91% 4% 5% 54% 24% 18% 17% 19% 64% 53% 1% 4%
Singh
Mahima
Ghaziabad 1705 86% 8% 7% 61% 24% 27% 11% 16% 72% 47% 1% 6%
Bhutani
Mumbai Raminder Singh 1282 89% 6% 4% 63% 23% 25% 11% 15% 73% 59% 1% 4%

Gurgaon Sunmeet Singh 889 92% 6% 2% 63% 21% 19% 15% 13% 72% 63% 0% 1%
Mohit
Delhi 934 90% 6% 4% 61% 20% 24% 15% 18% 68% 58% 1% 3%
Budhiraja
NOIDA Vishal Bhandari 731 89% 7% 4% 64% 19% 24% 15% 15% 71% 56% 1% 3%

Chennai Avneet Kaur 603 88% 6% 6% 55% 28% 24% 7% 17% 76% 50% 1% 5%
89.1
Total 10857 6% 5% 59% 23% 22% 15% 17% 68% 52% 1% 4%
%

MOM Points Conti

5.Not Contactable Trend Last three months (April to June)

Last three Month Promise to Pay Trend

70.0%
59.7% 59.2%
60.0%
50.0% 43.8%
40.0%
30.0%
20.0%
10.0%
0.0%
Promise_to_pay_online
April% May% June%

July Promise to Pay Data 43.5%

MOM Points Conti

6. SR mapping on Churn disposition July
Total Churn in July Data : 496

Churn Reason Count

Shifting - Non RFS 67
Network issue 14

Diverted Call to Retention Helpline 385

Competion offer 11

Frequent Disconnection - Wi-Fi 1

Finds expensive 1
Shifting 3
Shifting - RFS 3
Does not require connection 3

Maximum Churn from Diverted call to retention helpline and NRFS.

MOM Points Conti

7. billing cycle 90% closure Data for Call center July:
Total Billed closed in data for call center : 10
Data Name: Data for Call Center %
Bill Date Paid Not Paid Churn Total
1-Jul-17 89.8% 0% 10% 100%
2-Jul-17 92.6% 1% 7% 100%
3-Jul-17 89.8% 0% 10% 100%
4-Jul-17 92.1% 1% 7% 100%
5-Jul-17 89.4% 1% 9% 100%
6-Jul-17 89.3% 4% 7% 100%
7-Jul-17 91.7% 6% 3% 100%
8-Jul-17 88.4% 1% 11% 100%
9-Jul-17 91.2% 7% 2% 100%
10-Jul-17 89.7% 7% 3% 100%
11-Jul-17 87.4% 11% 2% 100%
12-Jul-17 88.1% 9% 3% 100%
13-Jul-17 87.6% 8% 4% 100%
14-Jul-17 91.1% 8% 1% 100%
15-Jul-17 90.4% 8% 1% 100%
16-Jul-17 89.9% 4% 6% 100%
17-Jul-17 90.4% 5% 5% 100%
18-Jul-17 90.3% 4% 6% 100%
19-Jul-17 89.8% 6% 4% 100%
20-Jul-17 85.8% 8% 7% 100%
21-Jul-17 89.1% 6% 5% 100%
22-Jul-17 84.4% 9% 7% 100%
23-Jul-17 90.0% 8% 2% 100%
24-Jul-17 87.5% 9% 4% 100%
25-Jul-17 92.1% 6% 2% 100%
26-Jul-17 88.3% 10% 2% 100%
27-Jul-17 85.8% 9% 5% 100%
28-Jul-17 88.2% 6% 6% 100%
29-Jul-17 82.7% 13% 4% 100%
30-Jul-17 85.7% 8% 6% 100%
Total 89% 6% 5% 100%

MOM Points Conti

9. Retention should be mapped on Caretel generated churn SR July:

Month Retention Status Caretel Other Grand Total

Jun Not Retained 123 85 208
Customer Retained 8 2 10
In Progress 9 9
Jul Not Retained 147 13 160
In Progress 13 13
Customer Retained 5 5 10
Aug Not Retained 64 1 65
In Progress 1 21 22
Customer Retained 1 1
Grand Total 348 150 498

Month Retained Cases Total Churn Request Raised by Caretel %

Jun 10 227 4.4%
Jul 10 183 5.5%
Aug 1 88 1.1%
Grand Total 21 498 4.2%

MOM Points Conti

10. Retention data should be city and center specific July:

File too heavy please click on excel file.

MOM Points Conti

13. Not Contactable Data status (Field Status)July:

Count of payment
file Lot payment file
Grand
Lot---------------------- 1 2 Total
City Paid Churn Pending Paid Pending
Bangalore 9 46 7 18 80
Chennai 2 7 9
Delhi 7 2 22 1 10 42
Ghaziabad 4 24 28
Gurgaon 5 7 12
Mumbai 22 29 3 11 65
NOIDA 5 16 1 3 25
Pune 4 15 19
Grand Total 43 2 113 27 95 280

MOM Points Conti

Date to Date Comparison August Data.
May June July Aug May June July Aug
Overall 2-Jun-17 2-Jul-17 2-Aug-17 2-Sep-17 Overall % 2-Jun-17 2-Jul-17 2-Aug-17 2-Sep-17
Bill Generated 16824 16404 16759 18133 Bill Generated 100% 100% 100% 100%
Paid 12459 11778 12972 14128 Paid 74.1% 71.8% 77.4% 77.9%
Churned 468 366 336 280 Churned 2.8% 2.2% 2.0% 1.5%
In-Voluntary Churn 0 0 23 4 In-Voluntary Churned 0.0% 0.0% 0.1% 0.0%
Voluntary Churn 468 366 313 276 Voluntary Churned 2.8% 2.2% 1.9% 1.5%
Not Paid 3897 4260 3451 3725 Not Paid 23.2% 26.0% 20.6% 20.5%
Connect 6909 5704 5166 3886 Connect 41.1% 34.8% 30.8% 21.4%
Not Connect 2462 2189 2360 2465 Not Connect 14.6% 13.3% 14.1% 13.6%
Barred 2363 2241 1899 1927 Barred 14.0% 13.7% 11.3% 10.6%
Paid on Barred 1115 1052 853 1013 Paid on Barred 47.2% 46.9% 44.9% 52.6%
Barred-Connect 1775 1687 1297 843 Barred-Connect 75.1% 75.3% 68.3% 43.7%
Barred-Not Connect 481 540 559 609 Barred-Not Connect 20.4% 24.1% 29.4% 31.6%
Paid Before Due Date 6471 6438 6766 8124 Paid Before Due Date 38.5% 39.2% 40.4% 44.8%
Paid After Due Date 5988 5340 6206 6004 Paid After Due Date 35.6% 32.6% 37.0% 33.1%
Special Case 3539 4074 3405 3632 Special Case 21.0% 24.8% 20.3% 20.0%
Special Case Paid 2629 2931 2636 2802 Special Case Paid 74.3% 71.9% 77.4% 77.1%

May June July Aug May June July Aug

Data for Call Center 2-Jun-17 2-Jul-17 2-Aug-17 2-Sep-17 Data for Call Center % 2-Jun-17 2-Jul-17 2-Aug-17 2-Sep-17
Total Billing Generated 16824 16404 16759 18133 Total Billing 16824 16404 16759 18133
Data for Call Center 9422 8937 9403 9668 Data for Call Center 56% 54% 56% 53%
Paid 7156 6813 7406 7562 Paid 75.9% 76.2% 78.8% 78.2%
Churned 468 366 336 280 Churned 5.0% 4.1% 3.6% 2.9%
Not Paid 2154 2124 1972 1826 Not Paid 22.9% 23.8% 21.0% 18.9%
Connect 6702 5317 5021 3886 Connect 71.1% 59.5% 53.4% 40.2%
Not Connect 2365 1980 2210 2465 Not Connect 25.1% 22.2% 23.5% 25.5%
Barred 2256 2129 1785 1692 Barred 23.9% 23.8% 19.0% 17.5%
Paid on Barred 1106 1045 847 778 Paid on Barred 49.0% 49.1% 47.5% 46.0%
Barred-Connect 1775 1619 1258 843 Barred-Connect 78.7% 76.0% 70.5% 49.8%
Barred-Not Connect 481 501 518 609 Barred-Not Connect 21.3% 23.5% 29.0% 36.0%
Paid Before Due Date 1168 1622 1200 1558 Paid Before Due Date 12.4% 18.1% 12.8% 16.1%
Paid After Due Date 5988 5191 6206 6004 Paid After Due Date 63.6% 58.1% 66.0% 62.1%
Special Case 2911 3517 3092 3324 Special Case 30.9% 39.4% 32.9% 34.4%
Special Case Paid 2409 2931 2445 2802 Special Case Paid 82.8% 83.3% 79.1% 84.3%
Collection Conti
Close-LoopingProcess Conti
7.Close Looping SL Summary from May to Aug17:

FRD DESK SL SUMMARY-Monthly

Month Calls Off Call Ans SL Ans Call Aban Ans % SL% Aban%

May 3683 3528 3380 155 95.8% 91.8% 4.2%

June 3057 2925 2813 132 95.7% 92.0% 4.3%

July 3052 2931 2829 121 96.0% 92.7% 4.0%

August 3676 3366 3124 310 91.6% 85.0% 8.4%