General Call opening:

Namaskar/Good morning-afternoon-evening Ncell

How many I help you?

a) What to answer for SIM Block/Unblock Calls?

Currently, I’m not able to have system access due to which it will take some time to give
resolution. I apologize for the inconvenience.
Please provide mobile number you want to block/unblock along with customer full name,
document number and date of birth for the respective number.
If the details match, then the SIM will be blocked by today evening / tomorrow morning 10 am.
During the current crisis period, we are trying best to provide services to all customers. Thank
you for your patience.

Tips for agents:

 For morning shift agents, please state the resolution time to be evening.
 For evening shift agents, please state the resolution time to be next day 10 am.

Further process:

Step 1) For SIM Block: Customer name, Document number and Date of birth or

For SIM Unblock: Customer name, Document number, Date of birth and Contact number

Step 2) Send the noted details to Whats App group as designated by Rolling plans.

(The details in What’s App will be collected by Rolling supervisors and forwarded to Ncell team)

b) What to answer for PIN/PUK Calls?

Currently, I’m not able to have system access due to which I’m not able to answer your query in
this call. I’m extremely sorry for the inconvenience.
You can use Customer Selfcare portal to get PIN PUK, goto the Link:
https://customer.ncell.axiata.com/. You can register in customer selfcare with their mobile
number and visit Account management Tab to get PIN PUK.
Else, please provide your query in Ncell online chat or facebook page and get PIN-PUK number if
the customer name of respective mobile number is verified. Thankyou for understanding.

(c) How to answer for DRC Calls?

During this difficult period, we apologize for not being able to provide the solution promptly
because i’m unable to access system right now.
You can download Ncell App from App store if you are using iPhone or google play store if you
are using Android/any other phones. Click on “Ask for Support” and register your complaint. Our
team will get back to you. Ncell App can be used free of cost.

Tips for agents: Please educate customer about Ncell App first. If customer doesn’t agree to use App
then you can suggest going to Ncell Online chat or facebook page for query.
(d) What to answer for Balance Deduction Calls?

During this difficult period, I apologize for not being able to provide the solution promptly
because i’m unable to access system right now.

You can also dial *900*1*4# and know for which of the services last 5 balance deduction were
done. Another way to know the balance deduction reason is to check if you have received any
SMS from short code such as 17XXX. If yes, can you read out the message? The balance might
have been deducted for the same service.
Else, you can download Ncell App and use it free of cost of see the last 10 transactions and can
check call details as well.

Tips for agents:

If customer doesn’t agree to use App or USSD then suggest to goto Ncell Online chat or facebook page
for query.

(e) What to answer for any Complaint Call that requires access to system?

During the current difficult times, I apologize for not being able to provide prompt solution
because I do not have system access right now.

-Please download Ncell App from App store if you are using iPhone or google play store if you
are using Android phone. App can be used free of cost.

With Ncell App you can:

• Send 10 free SMS per day to any Ncell number

• Check call details
• Activate or deactivate services
• Purchase data & voice packs and also check the usage status
• Recharge via RC card or bank atm card
• Check balance
• Register your complaint

- You can also use Customer Selfcare portal. Please go to the link:
https://customer.ncell.axiata.com. You can register in customer selfcare with their mobile
number.
Features:
 Purchase data and voice packs
 Check active services
 Check balance
 Check call details
 Send 10 free SMS per day to any Ncell number
 Check PIN PUK
 Register complaint
 Thank you for your patience and understanding while we put our best efforts in providing
services to our valued customers.

General Closing statement

Thankyou for calling Ncell

Tips for Agents:

 Try to promote Ncell App, selfcare portal (Ecare) or other alternate channels like USSD, IVR, SMS
etc. for query resolution.
 If customer doesn’t agree above option, suggest online chat or facebook page.
 If customer disagrees to use any self-service channels or Ncell social media and insists in giving
resolution from Ncell via call then note down the customer name, mobile number and complaint
details then send it in Whats App group and inform the customer that we will get back.
 To know about latest Ncell offers/campagins, go to https://www.ncell.axiata.com/Latest-
Offers/StaySafe