Document Log

Sr. No.

Topic Change / Updation

Change Date

Revision No.

1 8 Cluster Categories PPT Created Dec 19, 2013 01

2 8 Cluster Categories PPT Missed Call

Number Added

Mar 11, 2014 02

Top 10 Repeat Categories and a Script based resolve

NO

Row LabelsCount of Category

PAY LATER ACTIVATION DONE 3557

COMPLETE DETAILS NOT AVAILABLE-CALL DROP 3318

PAID TO DL / DS / DCC - PAYMENT NOT RECEIVED 3021

SIGNAL PROBELM - REFUSE TO PAY / CONTACT DEALER 2984

PACKAGE UPDATION AND PRICING 2981

SWITCH OFF DATE / RECHARGE DATE / OUTSTANDING BALANCE 1837

NOT ABLE TO VIEW CHANNELS 1698

ALIGNMENT TO BE DONE 1654

PAYTERM OFFER 1653

HOW TO RECHARGE VC 1643

Total Repeats: 59703Below are the top 10 categories

 

NO

First Call - PAY LATER ACTIVATION DONE

Calls received after first tagging :• PAID TO DL / DS / DCC - PAYMENT NOT RECEIVED• PACKAGE UPDATION AND PRICING• SWITCH OFF DATE / RECHARGE DATE / OUTSTANDING BALANCE

Reasons for call :• Subscriber calls for Payment confirmation even after the pay later• To make any change in Package( Upgrade/Downgrade/A-La-carte addition /Deletion) after taken the Pay Later• To know the Validity and Payment confirmation

NO

Sir, we are activating your connection for the next three days. We request you to make a payment within the next three days to avoid disconnection and request you to wait for 24 hours after payment. You ll be able to see the payment details on your TV in the ‘My Account’ section and you’ll also receive an SMS from our end on your RMN. My account gives you complete information, sitting at home, about your next switch off date and payment amount.

Also your can give a miss call on 18002749000 from your RMN to get the information of Unused Balance, Next recharge date and Last Payment received , you will get the information SMS on your RMN.

Also your current package is __________ along with the ala carte ________________. Would you like to make any change in your package or would you like to know the price of any ala carte?

First Call Resolve – Situation 1: Where the customer hasn’t made the payment and we give Pay Later:

Situation 2: Where the customer has made the payment and payment has not been received and we give Pay Later:Sir, we are activating your connection for the next three days and request you to wait for 24 hours after payment. You ll be able to see the payment details on your TV in the ‘My Account’ section and you’ll also receive an SMS from our end on your RMN. My account gives you complete information, sitting at home, about your next switch off date and payment amount.

Also your can give a miss call on 18002749000 from your RMN to get the information of Unused Balance, Next recharge date and Last Payment received , you will get the information SMS on your RMN.

Also your current package is __________ along with the ala carte ________________. Would you like to make any change in your package or would you like to know the price of any ala carte?

RMN verification and Updation if required

RMN verification and Updation if required

First call – Call Drop

As per the new logic of repeat calculation this category (call backs) has been removed.

NO

First Call - PAID TO DL / DS / DCC - PAYMENT NOT RECEIVED

Calls received after first tagging :

Reasons for call :

PAID TO DL / DS / DCC - PAYMENT NOT RECEIVED

PAID TO DL / DS / DCC - PAYMENT RECEIVEDSWITCH OFF DATE / RECHARGE DATE / OUTSTANDING BALANCE

• Subscriber calls for payment confirmation repeatedly till the payment received confirmation/ SMS not received to avoid the disconnection of TV.

• After receiving the payment confirm to check the next Switch off date.

• Subscriber called for Payment confirmation repeatedly till the payment received confirmation/ SMS not received to avoid the disconnection of TV.

NO

First Call Resolve –

Situation : Where the customer has made the payment and payment has not been received and we give Pay Later:

Sir, we are activating your connection for the next three days and request you to wait for 24 hours after payment. You ll be able to see the payment details on your TV in the ‘My Account’ section and you’ll also receive an SMS from our end on your RMN. My account gives you complete information, sitting at home, about your next switch off date and payment amount.

Also your can give a miss call on 18002749000 from your RMN to get the information of Unused Balance, Next recharge date and Last Payment received , you will get the information SMS on your RMN.

Also your current package is __________ along with the ala carte ________________. Would you like to make any change in your package or would you like to know the price of any ala carte?

RMN verification and Updation if required

First call - SIGNAL PROBLEM - ONLINE RESOLVED

Calls received after first tagging :

RECHARGE YOUR DISHTV ACCOUNTTO AVAIL SERVICES – PROBLEM RECTIFIED ONLINE.

Reasons for call :

• After rectified the Signal issue cases, maximum subscriber complained for the error of recharge your account to avail the service.

NO

First Call Resolve –

Situation: After rectified the Signal issue cases, the subscriber calls to complained for the error of recharge your account to avail the service.Sir, we have rectified your signal issue. Could you please switch on channel 999 (press Boom Q immediately) and check for TV services.

Also, your next recharge date is _______________and switch off date is ____________ All this information is available on My account and it gives you complete information, sitting at home, about your next switch off date and payment amount.Also your can give a miss call on 18002749000 from your RMN to get the information of Unused Balance, Next recharge date and Last Payment received , you will get the information SMS on your RMN.

Would you like to know more about our other packages and ala carte options?

Situation: After rectified the Signal issue cases, the subscriber calls to complained that the same problem has come up again.

We can try trouble shooting one more time and if unsuccessful, forward the complaint to Service team.

RMN verification and Updation if required

RMN verification and Updation if required

First call - PACKAGE UPDATION AND PRICING

Calls received after first tagging :• ALA CARTE UPDATED• ALA-CARTE UPDATION AND PRICING

• SWITCH OFF DATE / RECHARGE DATE / OUTSTANDING BALANCE

Reasons for call :

• After Decided to take the a-la-carte which information already received in last call.• To check the switch off date to be sure to opt for any a-la-carte or upgrade package• Information not available in My Dishtv space

NO

First Call Resolve –

Sir, Your current package is __________ along with the ala carte ________________. Would you like to make any change in your package or would you like to know more about other packages and ala-carte?

(If customer wanted a change.....)

The changes have been made per your request.

(if No......)

The price of your package is __________. The ala carte is for __________________ and has a lock in period of 30 days. In case you wish to add or delete any ala-carte, you can send an sms to ________________.

Also, your next recharge date is _______________and switch off date is ____________ All this information is available on My account and it gives you complete information, sitting at home, about your next switch off date and payment amount.

Also your can give a miss call on 18002749000 from your RMN to get the information of Unused Balance, Next recharge date and Last Payment received , you will get the information SMS on your RMN.

Situation: After taking all the Package related details, the SUB calls again

RMN verification and Updation if required

First call - SWITCH OFF DATE / RECHARGE DATE / OUTSTANDING BALANCE

Calls received after first tagging :

• MY DISHTV SPACE NOT UPDATED• PACKAGE UPDATION AND PRICING• BILLING EXPLAINED TO CUSTOMER

Reasons for call :

• Information not available in My Dishtv space• To know more about the package /A-la-carte as they have enough balance to activate the same.• To get more clarity on SOA and Billing

NO

First Call Resolve –

Situation: Customer calls to know about Switch off date, Recharge Date and Outstanding balance

Sir, your next recharge date is _______________and switch off date is ____________ All this information is available on My account and it gives you complete information, sitting at home, about your next switch off date and payment amount. Would you like me to guide you about My Account screen?

Also your can give a miss call on 18002749000 from your RMN to get the information of Unused Balance, Next recharge date and Last Payment received , you will get the information SMS on your RMN.

If Yes: (Explain about the My account screen )

If No: Sir, would you like to know about your account billing?

If yes: (Explain the SOA)

If No: Your current package is __________ along with the ala carte ________________. Would you like to make any change in your package or would you like to know more about other packages and ala-carte?

RMN verification and Updation if required

First call - NOT ABLE TO VIEW CHANNELS

Calls received after first tagging :

•CHANNELS NOT AVAILABLE/ NO AV / NO INFORMATION•ALIGNMENT TO BE DONE•SIGNAL PROBELM - REFUSE TO PAY / CONTACT DEALER

Reasons for call :

•After check the correct issue persist on channel•After check the correct issue persist on channel•After check the correct issue persist on channel and don't want technician for signal related issues.

NO

First Call Resolve –

Situation 1: Not able to view channels, but customer in front of TV and unable to help in trouble shooting steps

(After trying trouble shooting steps and recon, the customer is not able to help with any error message or not being able to follow trouble shooting steps)

Sir, would it be possible for you to find someone else in your home who can help me with trouble shooting?

If Yes ( HOLD and wait for that person to come on the phone)If No: Then explain the process of service visit.

Situation 2: Not able to view channels, but customer NOT in front of TV

Sir, Is it possible for you to conference this call with someone who is in front of TV?

If Yes (Follow Trouble shooting steps)If No (Ask the customer to call back when he is in front of TV) and press ‘Refresh’ on his account. This will lead to a Repeat call.

RMN verification and Updation if required

RMN verification and Updation if required

First call - ALIGNMENT TO BE DONE

Calls received after first tagging :

•IVR PROCESS / OPTIONS / TRANSFER•ESCALATION FOR SERVICE

Reasons for call :

•To Transfer the call for service related escalation as service issue not resolved within TAT•Cause Service related issue not resolved within TAT

NO

First Call Resolve –

Situation: After trouble shooting, it was understood that the alignment is required.

Sir,

This will require a technician visit. (Explain all rules with regard to technician visit). We have forwarded your complaint to the service team and they will call within (1 hour if the call is between 10 AM to 5 PM window and 24 hours if in any other time window). Please wait for 24 hours for a technician visit and we will try to resolve your issue as soon as possible.

“TAT Delays from Service Team will lead Repeat Calls”

First call - PAYTERM OFFER

Calls received after first tagging :

•PACKAGE UPDATION AND PRICING•SWITCH OFF DATE / RECHARGE DATE / OUTSTANDING BALANCE•OFFERS & SCHEMES

Reasons for call :

•To confirm the package details so that can make the correct payment for offer•to check the Pay term offer benefits being updated•to know about the other offer availability

NO

Situation: SUB called to understand Pay Term offer:

Sir, Your current package is __________ along with the ala carte ________________. As per you current package, the best available offer is _____________________. There are different offers for different packages. Would you like to know about other packages and offers?

The offer selected by you will be credited in your account within _______. Also, our My account service gives you complete information, sitting at home, about your next switch off date and payment amount. Our latest schemes and offers can be also viewed on buzz or 999 channel.

Also your can give a miss call on 18002749000 from your RMN to get the information of Unused Balance, Next recharge date and Last Payment received , you will get the information SMS on your RMN.

First Call Resolve –

RMN verification and Updation if required

First call - HOW TO RECHARGE VC

Calls received after first tagging :

•PAYTERM OFFER•PAID TO DL / DS / DCC - PAYMENT NOT RECEIVED•PACKAGE UPDATION AND PRICING

Reasons for call :

•To know the offer availability on his VC•For payment confirmation•To confirm the package details so that can make the correct payment for offer or subscription

NO

First Call Resolve –

Situation: SUB called to know what is the recharge procedure ....

Sir, I hope you have understood the recharge process. Let me also tell you that your current package is __________ along with the ala carte ________________. As per you current package, the best available offer is _____________________. There are different offers for different packages. Would you like to know about other packages and offers?

Also, Your next recharge date is _______________and switch off date is ____________ All this information is available on My account and it gives you complete information, sitting at home, about your next switch off date and payment amount. Would request you to make timely payments to avoid disconnection and grace charges.

Also your can give a miss call on 18002749000 from your RMN to get the information of Unused Balance, Next recharge date and Last Payment received , you will get the information SMS on your RMN.

RMN verification and Updation if required

First Call - PAY LATER ACTIVATION DONE

Calls received after first tagging :• PAID TO DL / DS / DCC - PAYMENT NOT RECEIVED• PACKAGE UPDATION AND PRICING• SWITCH OFF DATE / RECHARGE DATE / OUTSTANDING BALANCE

Reasons for call :• Subscriber calls for Payment confirmation even after the pay later• To make any change in Package( Upgrade/Downgrade/A-La-carte addition /Deletion) after taken the Pay Later• To know the Validity and Payment confirmation

NO

We will give pay later, but educate the customer to have transaction –id, in case this situation arises again