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Topic

Purpose

Initial Probing to be done

Probable Responses (from Customer)

System Checks to be done

Security Check

Resolution

Proposed Changes

Alternative Information

Tagging

1

> Activate a CT via 55655

> Customer wants to change a CT or Activate a CT > Customer wants to activate a CT for all Callers or Particular caller

> HLR: If SMS > SMS or Calling Not required service is active on > Song the account. Needs to as general Name/Movie check through CRBT/ Information Name Unbilled OCC

> Caller Tune activation: ACT CT to toll free 144 > SMS Method to select song: a) Edu on SMS method of activating song by sending movie name ir song name. (charges if any) b) Calling Method:Educate on code to be dialed to select song (edu charges if any) Charges: Monthly Rentals and Song selection Charges, song change charges and validity TAT: Max 5Hrs for Activation Confirmation SMS will be sent for activation.

Agent should be able to transfer cust's call to IVR(55655) for a song selection. This will help increase revenue in CT and FTR .

* Agent should be able to transfer cust's call to IVR(55655) for a Caller tune song selection instead of asking customer to call back on 55655 for CT song selection

> Press Star and copy a particular song from a local Vodafone, Airtel and Idea Mobile.(song change charges apply)

Type: Value Added Services Sub Type: ECaller Tune Enquiry on : Activation Mode of Request : IVR Interaction Type: Info given case closed

Caller Tunes

111 to get voucher details Type: Recharge Sub Type: E Status of Recharge Mode of Recharge :Paper Recharge Status :Failure OutCome: Information Given . customer is asked to visit VS with the recharge coupon to get the benefit.Rs50. Mode of Request : Charges Interaction Type: Info given case closed 2 Customer wants to know about CT Rental Song selection chrgs NA NA > HLR: Check caller Not required tune is active on HLR as general BSCS Ticklers / Information Unbilled OCC 3 > How many times > Error says "call recharge has been customer done > Enquiry: Customer voucher got overscrtach: service" > > What is the error > Says "account message? locked" > Can check in CRS voucher serial Not required number to check as general voucher is available Information or not > Talktime Voucher:Rs10. For refills with low denomintion (<Rs 100) we can have a process to handle these calls are call centre instead of asking cust's to visit store.35 for Mobile. (Currently cust's song from a local are charged Rs 30 Rental+15 Vodafone.Caller Tunes Type: Value Added Services Sub Type: ECaller Tune Enquiry on : Call on: 55655 (Re.5 for Song change charges Sub Type: Eservice) change.E Recharge Offers Type of VAS: Bonus Card Enquiry On: Type of bonus card Eg:(SMS 89 Unlimited Pack (Local + National)) OutCome: Information Given Case closed .Case Closed 4 > Enquiry: Customer Recharg wants sms pack at > Local Or STD e related low rates > Both Local & STD > Check in CRS for Service class whether eligible or not Not required as general Information > Explain benefits of sms pack > Activation method first step activation via E-top or SMS procedure is toll free.75 free IVR option sms for local] Type: Recharge Sub Type: E . Enquiry on : 15/-Monthly Rental :Rs . Airtel type the code and will be for song change.(song Added Services charges are levied for one Activation. Cust's not able to activate the song) and Idea Type: Value very happy as they feel 2 Positive Bal:Rs.(Ex-just say the Interaction Type: Rental to 40 Rs/month movie name or 3 words of > Press Star and Info given case (rental+song change) both valid copy a particular that song will be able to closed listen that movie song than for 1 month. apply) Caller Tune Song Change Charges: Rs. 1 per Activation minute) Mode of Request Follow the IVR : IVR * Standardize Caller tune instruction. > Inform with Dial 140 to recharge thru IVR or RC MRP….Rs. > Confirmation SMS will be sent post activation. * To introduce an SMS pack in between Rs 35 & Rs 149 like > 121 Toll Free Rs 75 [old scheme .Rs100 > Method to recharge: Etop up or Paper voucher > Additional Information: promote altenate ways of recharge via E-top up * If Voucher is damaged.30/Activation TAT: 5 hrs.

Vodaf to Vodaf calls free for 1 day on purchase of xxxx > 121 Toll Free bonus card.E Recharge Offers Type of VAS: Bonus Card Enquiry On: Type of bonus card OutCome: Information Given Case closed 7 > Check Handset compatability. * To introduce Vodafone Live scheme with unlimited Surfing (BPL has a scheme @ Rs 69 unlimited surfing) Inform WAP…. BPL is having a IVR option scheme of 1 day Loop to Loop local free for low users. The settings received must be saved in the handset. > GPRS Bonus card with complete information Type: Value Added Services Sub Type: EData & Basic Services Type of Enquiry: Vodafone Live Interaction Type: Info given case closed Inform WAP….100 kb) * GPRS Settings code to be updated on SMS Push/ When cust gets the GPRS Confirmation SMS the settings code to be updated in that SMS/ The GPRS settings to be directly pushed to customer via SMS (thru OTA portal) * GPRS Settings option available on website . 3 per MMS (Size .” to 52586(Toll Free) Surfing & Usage Charges: 10 paise per 10 kb.Rs27.111 Type: Value Added Services Sub Type: E Data / GPRS Type of VAS: Vodafone Live! Enquiry On: Setting OutCome: Information Given Case closed 8 Type: Value Added Services Sub Type: E Data / GPRS Type of VAS: Vodafone Live! Enquiry On: Activation OutCome: Information Given Case closed > Enquiry:Customer > Check Handset wants GPRS compatability.111 . > Check if Vodafone Live is already active Not required as general Information Activation: Inform to recharge with Rs17. > Confirmation SMS will be sent post activation. > Enquiry: Not able Mobile or > Does the customer to get GPRS setting computer wants setting for mobile or computer? > Check if Vodafone Live is already active Not required as general Information Settings: “S<space>1st 15 digits of the IMEI NO. > Check if Vodafoen Live is already active Not required as general Information > Explain benefits of Vodafone Live > Activation method first step activation via SMS ACT VL to 144 toll free.5 > Enquiry: Customer wants Vodafone to > Local Or STD Vodafone free calling offer > Both Local & STD > Check in CRS for Service class whether eligible or not Not required as general Information > Explain benefits of calling pack > Activation method via Etop or SMS procedure is toll free. MMS Charges: Rs. > Enquiry: Activation > Does the customer of GPRS wish to activate internet on mobile or computer? > Either Mobile or Computer > Handset is compatable > HLR: SMS service should be active.Rs58. > Confirmation SMS will be sent post activation. * To introduce a bonus card offer . > Settings: S<space>IMEI [handest] to 52586.the settings to be sent to his cell.cust to put his mobile number & handset model .will 30MB/Day free surfing post 30Mb will charges 10p/10kb & Rs99 will get 60Mb/day will charges 10p/10kb.with a Particular amount of recharge) Type: Recharge Sub Type: E . > Browsing charges to be informed and no monthly rentals for VL Vodafon e Live > Check Handset compatability. unlimited surfing plans > Handset compatable.

Security check please elaborate the is not required balance check if customer is procedure to the calling from customer same number Prepaid. 141#. Give alternative of SMS <FIVE> to 111. & *141# can be given Type-prepaid Sub type-E. OutcomeIGCC Customer said that I am able to We ask the Customer check the that how he is balance gives a Checking the Balance wrong Syntex example. EGive the option Balance Related of calling 140 LOV-Procedure IVR to check the to query for balance balance >Incase system does not show any VAS Check unbilled OCC service usage in last & CDR . OutcomeIGCC Refer call details in CRM Security check is not required if customer is calling from same number >If Yes Inform customer about call/sms charges. So FIVE to 111 gives you last five call after 24 hrs. also please match the date for balance deduction with unbilled OCC Security check is not required if customer is calling from same number >If Yes educate customer on the service availed by him & charges for same.balance related. Also inform customer that Educate the customer about sometimes system does not Self help options like SMS get updated immediately. & *141# can be given Type-prepaid Sub type-E. customer if phone deduction also please match the was used by anybody date for balance else OR incase the deduction with keypad was left unbilled OCC unlocked Security check is not required if customer is calling from same number >Request customer to check last dialed numbers sent sms.9 >Based on the amount mentioned by the customer Check in Unbilled Occ whether customer had used any >Yes services monthly charges have got deducted as activated or deactivated any Enquiry-Customers promo called in to know the details of Balance deduction >If system does not show any additional service activation or monthly charge deduction then ask >Yes customer if he had dialed any special number /smsed or Balance used any other Deductio service in last 4 -6 hrs n Check unbilled OCC . >Educate customer that keypad must be locked if not in use and assure customer that balance is never deducted without usage Give alternative of SMS <FIVE> to 111. Convince customer that charges will not be deducted unless service availed. For Account balance & validity use USSD *141# >Apologise To the Customer tell him that the dialing mode is incorrect. & *141# can be given Type-prepaid Sub type-E. if any service 24 hrs but customer got activated then insists on wrong customer insists inform about the deduction then Ask on wrong same to the customer. *141#is the Correct Mode.Customer called in says that He is not able to check the balance No system check.balance related. Enquiry . transaction. Convince customer that charges will not be deducted unless service availed. Toll Free Method Give alternative of SMS <FIVE> to 111.balance related. OutcomeIGCC . if any service got activated then inform about the same to the customer.

Mandatory information to be captured in REMARKS > Mode of activation > Charges .

> Mode of activation > Charges Preocedure:*14 0*16digit num# then press ok key. . No Talktime.Charg es . Recharge:via E top up Inform Validty. TAT for activation.

No Talktime.setting sms.tat. > Method of activation > Charges Inform about . TAT for activation.etop .charges Inform about charges.tat.Inform Validty.Charg es .

Complete remarks (told to customer)requir ed Complete remarks (told to customer)requir ed Told customer name how to check The balance *141# Ok Complete remarks (told to customer)requir ed .