//10.0.8.

12(share folder)

A1 ID
username; A18B6LZ5

password; Dubai@1a

username ; A18B6LZ5

avaya password : Avaya@1a

iportal password : welcome1a

nearest airtel store (Airtel Relationship Centre) ARC

from airtel : ARC <space> pincode : 121
NAN : ARC <space> pincode : 9650096500
DTH NEW connection 12148

http://www.airtel.in >view official airtel webpage

proxy : osccproxy.airtel.com port 4145

*.v15domain.com;*.airtel.com;119*.;airtel.com*.*;10.96.7.149;kbportal.airtelworld.i
n;easyaccess.airtelworld.in;10.*;icrmdev.airtelworld.in;ecrmint.airtelworld.in;ecrm
.airtelworld.in;sblrcndapps02.airtelworld.in;ud.secureportal.airtelworld.in;ud.airt
elworld.in;icrmpp.airtelworld.in;erp.airtelworld.in;hrlview.airtelworld.in;*.airtel
world.in;hgs*;onehgs*;myhgs;airtel.oneclick.info;*.airtelcct.com;113.193.7.67;10.96
.*;10.135.*;*.airtelwork.com;airtelwork.com;task-

9375625926 rahul > plan details

9739192206 supantha > bd new connection individual
9819596406 Patel Althaf Hussain >

CALL FLOW SCRIPTS:

1) Call Opening:
Good Morning/Afternoon/Evening, Mr. XXXXXX. My name is Ravi Shankar from your
One Airtel Team, How May I Assist You?

2) Empathy And Assurance:

I apologise For The inconvenience,
I Will Definitely Help You With your___ querry/request.

3) Name & Number:

Before Proceeding, May I Have Your Name & Number Please?
CX: XXXX & Num: XXXXX

Thank You For Confirming The Details Mr._____.

Give me A Moment I Will Go Through Your Detail's And Get Back To You

5) Hold & Retreive Procedure:

Mr. John May I Please Place Your Call On Hold , While I Get The information
regarding plan, bill, channel issue, network issue, etc.............?
CX: Sure
Thank You Mr.XXXXXXXX. Press HOLD button in AVAYA Tool.

*Resume Button In AVAYA:

 <If Less Than 45 Sec : Thank You For Being On Hold, I Appreciate
Your Patience.
>If Greater Than 45 Sec : Thank You For Being On Hold, I Appreciate
Your Patience & Sorry For The Long hold.

7) Confirmation Statement & Further Assistance:

Mr. John, I Hope That I Have Addressed All Your Concerns. Is There Anything
Else That I Can Help You With?

8) Call Closing:

Thank You For Reaching to us At Airtel, Your Feedback Make's Us Better

Everyday.
___________________________________________________________________________________
_________

Homes ID

10101010874810
10101010372692
10101010525068
10101010848372
10101010311322 (Homes deleted account)
10101010918538 (Homes deleted account)
10101010655010 (Homes deleted account)
10101010920786

(1349 plan)
10101011181226 (One Airtel 1999 Plan)100 mbps
10101010667644

10101010468124
10101011180950
10101010168178
10101011148156 (1499 plan)
10101010511884 (899 plan+hd smart)
10101010614852
10101011359300
10101011400270
10101010383154
10101010889638
10101010873718
10101011002846

SI No DTH TOPICS (7 days-20 Topics)

1 I am facing issue with STB (Day 01)

2 I am having issue with remote (Day 01)
3 I am facing issue with sound on my TV (Day 01)

4 I want to pair my airtel internet tv remote (Day 02)

6 I am getting blue black screen (Day 02)
66 I want to reset parental lock (How to Set Parent Lock-one click (Day 02)

7 I am unable to view channels (Day 03)

10 I want to know about xstream box (STB Upgrade) (Day 03)

13 I want to make changes in pack (Day 04)

18 I am facing issue with dish (Day 04)
73 My set top box adaptor is not working (STB Adapter Issue (Day 04)

22 I want to relocate my connection (Day 05)

23 I have Engineer Related Issue (Day 05)
24 I want to know about add-on / secondary connection pack price (Day 05)

35 Email ID updation (121 re di (Day 06)

36 I am not able see Customer ID/Account Information (Day 06)
42 I want to split/merge my connection (Day 06)

43 Billing queries (Day 07)

55 I want to install the STB/ first time instalallation (Day 07)
65 I am facing issues with Event Information (Issue in EPG) (Day 07)

FL Topics: Introduction + ICRM (8 days)

1) Ownership Change/Number Change & Profile Updation & Bill Explaination (Done)
(18/02)/Day 1
2)Bill Not Received/Duplicate bill/Itemized bill (Done) (18/02) /Day 1
6)Current / New Schemes and Tariffs Related Queries
19) Reg Mob Numer/Email Id change

4) WiFi password change (Done)/Day 6

20) STATIC IP
17) centrex (Done)/Day 4

18) GST UPDATION (Done)/Day 4

3)I do not understand my bill (Done) (18/02) /Day 1
5)New connection (Done)/Day 2
10) Waiver (Done)/Day 4
11) VAS not working (Done)/Day 5

4)Provisioning process-broadband speed upgradation for the customer(Convergence)

(Done) (18/02) /Day 2
12) Shifting of LL/Broadband/Manual SR (FUTURISTIC REQUEST) (Done)/Day 4

19)Refund Excess Payment (Done)/Day 3

15) Unbarring - Overdue outstanding & Repeat PTP (Done)/Day 4

20)I have not received my payment confirmation/payment not posted (send payment
recipt>> convergence)(Done)/Day 4
20)I need a new router/modem/instrument (Done)/Day 4
20)I need my Statement of Accounts email(Done)/Day 4

13) No Incoming/ outgoing (Done)/Day 6

9) Disturbance in Line (Done)/Day 6
(Done)/Day 4

6) Frequent disconnection (Done)/Day 7

7) Slow Browsing (Done)/Day 7
8) Dead phone (Done)/Day 7
14) MY Internet is not working (Done)/Day 8
15) I want to know about the status of my SR /Day 8

speedtest.net
fast.com

HOMES/ONE AIRTEL TOPICS (2 days)

7) I want to know about One Airtel/Day 1

1) Homes Outstanding (Done)/Day 1
2) Homes Complete Bill explanation/ Clarification ( FL+MO+DTH) (Done)/Day 1
3) HOMES Current Plan Explanation and benefits (Done)/Day 1
4) Homes Unbundling ( RETAIN by saying the Benefits) (Done)/Day 1
5) Homes Duplicate Bill (Done)/Day 1
6) Homes Payment posting (Done)/Day 1
.........................

.....................
WITHIN CITY SHIFTING

Inform customer:
1. Shifting TAT of 1 day.
2. Disconnection from old location in 24 hours and Shifting charges of Rs 300
4. Ask to carry modem and handset.
5. Possibility of number change (customer will receive a call in case number
changes).
6. Current active plan may or may not change.

Check with customer to go ahead with shifting SR

ebill@in.airtel.com
121@in.airtel.com
esupport@in.airtel.com
.........................
***Due to any technical issues, if call gets disconnected or customer disconnects
the call kindly update notes in the required LOB

***Similarly if advisor need to disconnect any calls due to no response or any

other issue, advisor need to highlight it to support staff. Advisor should give
call drop script for 3 times and then disconnect the call

For expired accounts customer has to make payments from Airtel website
Reactivation request should be raised through IVR
Now customer can visit Airtel store for duplicate sim

***DTH***
DTH Customer Care 12150

DTH NEW connection 12148 (prospect desk)

DTH secondary connections to be booked from Velocity tool �AV Pins updated list
available in daily briefing folder�
As per the new plan sheet Xstream box is free of cost only for Rs1999 plan and
other plans it free after 12 months of active usage with Rs1500 security deposit �
for 899/1349 One Airtel Plan
Prices for Secondary Xstreme Box reduced to Rs 1500 for all one Airtel Plan
Prices for HD Box remain same as �0� for all Packs Upgrade
For existing DTH customers on 899/ 1349 / 1499 One Airtel plans, Xstream Box
Upgrade is available at Refundable Security Deposit of Rs 1500
For existing DTH customers on 1999 One Airtel plan, Xstream Box Upgrade is
available on FOC basis without any additional charges 2ndary Box charges Regular
Rs500

Primary Connection NCF

Rs.153 (Total Price with tax) for subscription up to 200 SD channels.

Rs.189 (Total price with tax) for subscription to channels greater than 200 SD
channels.

Secondary Connection NCF

Rs.61 (Total Price with tax) for subscription up to 200 SD channels.

Rs.76 (Total price with tax) for subscription to channels greater than 200 SD
channels.

***BRoadband***

Do not unbundle Homes for the below mentioned scenarios,

(Folow delay in shifting scenarion)

Inform to the chustomer about the speed availaible in the area and take
confirmation thus if the customer agrees update the new plan to sr and escalate

We are not supposed to unbundle Homes for FL shifting, speed upgrade and technology
change related issues.
Speed upgrade and Technology change: Escalate
FL Shifting: If shifting team has updated notes stating we are unable to do plan
change due to Homes connection hence homes to be unbundled. Update plan details in
SR notes as mentioned below and �Escalate it to support staff�

48hrs for Fresh SR

48 to 72hrs for SR status

Router login cred

Username
admin

Password
admin/ password /acc no

Router login cred

Username
admin

to cancel auto payment

www.airtel.in/si

unbarring TAT 2 hs

**For FL delay in plan change/Order pending for plan change

Scenarion: i want to know my order status**
**Want to speak to supervisor
conference- transfer- disconect

***Mobile postpaid***
On FMS barring cases if customer has already made payments advisor should capture
the following details in Account Notes and share the number with Supervisor.
...........
...........
25/05/2020
9:00 am MOB 38 (Break 20
DIALER
Avaya@123
ATPL208721
A18QWX72
password*0
Africa@1a
a18qwx72

Paji (for talking lead request for new bb connection

.....................--