BharatPe - Reactivation (OD Flow)

About the call: We are reaching out to customers who have previously used BharatPe's QR
code but are currently not utilizing it. Our aim is to understand the reasons behind their
disuse and check if they require troubleshooting assistance.
<#0 Greetings>
HINDI: Namaste Sir/Ma'am, mera naam (Caller name) hai, aur main “BharatPe” se baat kar
raha/rahi hoon. Kya yeh sahi samay hai aap se baat karne ke liye?
English: Good morning/Good evening/Good afternoon. My name is (Caller Name), and I am

calling from BharatPe. I hope this is a good time to speak with you.
[Capture Response - single select]
● Yes Speaking [routed to #1 Purpose Of The Call]

● Call Back Later [routed to #0.1 Call Back Later]
● Incorrect Target Lead [routed to #0.2 Incorrect Target Lead]
● Not Interested [routed to #0.3 Not Interested After Greetings]
<#0.1 Call Back Later>
HINDI: Sir/Ma’am, kya aap mujhe callback ke liye sahi samay bata sakte hai?
My apologies. May I know what would be a good time to call you back?
[Capture Reschedule - date & time]
HINDI: Maine aap ka bataya hua samay note kar liya hai.
Apna Samay dene ke liye dhanwyad aapka din shubh ho!
English: I have noted down the time and we will call you back then. Thank you for your
time. Have a great day!
[End Call - Reschedule]
<#0.2 Incorrect Target Lead>
HINDI: Asuvidha ke liye maafi chahta/chahti hu, apna samay dene ke liye dhanyavad.
English: Apologies for the inconvenience and thank you for your time.
[End Call - Incorrect Target Lead]
<#0.3 Not Interested After Greetings>
HINDI: Sir/Ma’am, kya mai iska reason jaan sakta/sakti hu?
English: Sir/Ma’am, may I know the reason for the same?
[Capture Response - single input]
● Not Using BharatPe Anymore

● Others [Capture Reason Text]
HINDI: Apna samay dene ke liye dhanyavad. Aap ka din shubh ho!
English: Thank you for your time. Have a great day ahead!
[End Call - Not Interested]
<#1 Purpose of the call>
HINDI: Humne dekha hai ki aap kuch time se BharatPe ke saath transact nahi kar rahe hain.
Koi khaas wajah ya aapne doosri kisi company ka QR use karna shuru kar diya?
English: We noticed that you haven't been transacting with BharatPe for some time now. Is
there a particular reason for this? Have you started using another company's QR code?
● Business Closed <Route to 1.1 Business closed/other reasons>

● Reason not shared <Route to 1.2 BharatPe Not Available/Reason Not
Shared>
● Using Competitor QR <Route to 1.3 Using Competitor QR>
● Other Reasons <Route to 1.4 Other Reasons>
● Already Using BharatPe QR - Working <Routed to 1.5 Already Using BharatPe
QR>
● BharatPe QR Available - Facing issue Not Working <Routed to #4>
● BharatPe Not Available <Routed to #1.2>
<1.1- Business closed>
HINDI: Information share karne ke liye dhanyawad, aapka din shubh rahe
English: Thank you for sharing information. Have a great day!
[End call- Business closed]
<1.3 Using Competitor QR> -
HINDI: Theek hai, kya main company ka naam jaan sakta hu jiska QR aap filhaal use kar
rahe hain?
English:
[Capture the name of the competitor]
Information share karne ke liye dhanyawad, aapka din shubh rahe.
[End call - Using Other Company QR]
<1.2 - BharatPe Not Available/Reason Not Shared> -
HINDI: Apko jaankari dena chahenge ki RBI dwara press release kay anusaar, Paytm
payments bank limited se koi bhi deposit aur credit par rok laga di jayegi 29th Feb '24 se.
Aapke business ko asuvidha na ho isiliye ye soochna apko di ja rahi hai!
English: Let me inform you that, starting February 29th, 2024, there will be a restriction
on deposits and credits from Paytm Payments Bank Limited, as per RBI's press release.
This is to avoid inconvenience to your business.
[Take a small pause & continue]
[Proceed to #2 Winback Offer Intro]
<1.4 - Other Reason> -
HINDI: Kya mein reason jaan sakta hoon?

English: May I know the reason?
[Capture reason]
[End call- Other Reasons]
<1.5 - Already Using BharatPe QR> -
[End call- Already Using BharatPe QR - Working]
<1.6 - Reason shared> -
[End call- Reason Shared]
<2 Winback Offer Intro>:
HINDI: Hum request karte hain ki aap BharatPe ko ek baar fir se mauka dein. Isliye, hum
aapke liye ek exclusive offer laaye hain jis mein aap 30 din mein flat Rs. 300 cashback
kama sakte hain. Is offer ka laabh lene ke liye, aapko bas apne BharatPe QR pe
transaction shuru karni hogi. Jitne zyada transactions, utna zyada cashback.
Kya aap cashback offer ke bare mein aur kuch janna chahenge?
English: So, we request that you give BharatPe another chance. That's why we're
bringing you an exclusive offer where you can earn a flat Rs. 300 cashback in 30 days. To
avail of this offer, all you need to do is start transacting on your BharatPe QR. The more
transactions you make, the more cashback you earn.
Would you like to know more about the offer?
● Interested <Route to 3 Offer Pitch>

● Not Interested <Route to 2.1>
<2.1 Not Interested> -
Kya mein reason jaan sakta/sakti hoon?
Capture Reason
HINDI: Asha karte hain ki aap jald hi apne BharatPe QR pe transaction lena shuru
karenge. Aapko koi bhi takleef ho, toh aap hamare customer care number pe call kar
sakte hain. Samay dene ke liye dhanyawad, aapka din shubh rahe.
English: Hope that you will start transactions on your BharatPe QR soon. If you face any
issues, you can call our customer care number. Thank you for your time, and have a great
day!
{End call - Not Interested]
<3 Offer Pitch> -
HINDI: Aap 7 dino mein 15 graahakon se payment accept karke seedhe Rs. 50 cashback
kama sakte hain aur 15 dino mein graahakon se payment accept karke Rs. 250 cashback
kama sakte hain.
BharatPe se aapko RBI-approved partners se 10 lahks tak ka loan bhi mil sakta hai. Adhik
jaankaari ke liye aap apne BharatPe app pe apna loan offer check kar sakte hain.
Kya aap BharatPe ka QR lena chahenge?
English: You can earn Rs. 50 cashback by accepting payments from 15 customers within
7 days and Rs. 250 cashback by accepting payments from customers within 15 days.
With BharatPe, you can also get a loan of up to 10 lakh from RBI-approved partners. For
more information, you can check your loan offer on your BharatPe app.
Would you like to have BharatPe QR?

● Yes [#3.1]
● No [#2.1]
<#3.1 QR Required>
HINDI: Sir/Ma’am, aap FREE mein apna BharatPe QR apne APP se order kar sakte hain. Apna
samay dene ke liye dhanyavad, aap ka din shubh ho.
English: Sir/Ma’am, you can order your BharatPe QR for free through your app. Thank you
for your time, have a nice day.
[End call - Information Shared, New QR Needed]
<#4 BharatPe QR Not Working Facing issue>
HINDI: Sir/Ma’am, kya aap bata sakte hain ki aap kya issue face kar rahe hain?
English: Sir/Ma’am, can you tell me what is the issue face?

● Speaker issue [route to #5 Troubleshooting required]
● Account related >> [route to #4.1]
● QR Issue >> [route to #4.2]
● KYC issue >> [route to #4.3]
● Settlement related issue >> [route to #4.4]
● Other issues >> [route to #4.5]
● Swipe Machine [route to #4.6]
● Loan Issue >> [route to #4.7]
● FSE Issue >> [route to #4.8]
● CC on UPI >> [route to #4.9]
● Blocked >> [route to #4.10]
<#5 Troubleshooting Required>
HINDI: Don’t worry Sir, humari technical team apko jald hi call karke aapki help kar degi.
Apna samay dene ke liye dhanyavad, aap ka din shubh ho.
English: Don't worry, Sir. Our technical team will call you soon and assist you with your
needs. Thank you for your time, and have a good day.
[End call - Speaker Issue - Troubleshooting Required]
<4.1 - Account related> -Kya aap mujhe exact issue elaborate karke bata sakte hain?
English: Can you please elaborate on the exact issue you are facing?
[Capture - Single select]

● Account blocked
● Issues with bank account
● Settlement related issue
● KYC issue
Mein is issue ko priority par raise kar rahi hu aur hum aapko next 48 working hours me
update karenge. Samay dene ke liye dhanyawaad, aapka din shubh ho!
English: I am raising this issue on priority and we will update you within the next 48
working hours. Thank you for your patience, have a great day!
[Issue Faced - Account Related]
<4.2 - QR Issue > - Kya aap mujhe exact issue elaborate karke bata sakte hain?

● QR not working
● QR not received
● QR tampered
[Issue Faced - QR Issue]
<4.3 - KYC issue> - Kya aap mujhe exact issue elaborate karke bata sakte hain?

● Unable to update PAN
● Unable to change/update bank account
● Unable to complete KYC
[Issue Faced - KYC Issue]
<4.4 - Settlement related issue> - Kya aap mujhe exact issue elaborate karke bata sakte
hain?

● Delay in settlement
[Issue Faced - KYC Issue]
<4.5 -Other Issue> - I am so sorry ke aapko ye face karna padha! Kya aap mujhe exact issue
elaborate karke bata sakte hae?
English:
[Capture the issue with explained notes Mandatory]
English: I am raising this issue on priority and we will update you within the next 48 working
hours. Thank you for your patience, have a great day!
[Issue Faced - Other Issue]
<4.6 - Swipe Machine> - Kya aap mujhe exact issue elaborate karke bata sakte hain?

● The swipe machine not working
● Swipe return /replacement
● High MDR charges
● High Rental
● Cashback issue
[Issue Faced - Swipe Machine Issue]
<4.7 - Loan Issue> - Kya aap mujhe exact issue elaborate karke bata sakte hain?

● Loan Not Available
● How to re-apply for a loan
● Interest Rate High
● Lesser loan amount
Sir, aapko loan se related jankari ke liye hum aapki call arrange apni team se karwa denge.
Samay dene ke liye dhanyawaad, aapka din shubh ho!
English: Sir, we will arrange for a call from our team to provide you with information
regarding the loan. Thank you for your patience, have a great day!
[Issue Faced - Loan Issue]
<4.8 - FSE Issue> - Kya aap mujhe exact issue elaborate karke bata sakte hain?

● FSE has given the wrong commitment/ info on Bharatpe
● Need FSE support
● FSE wrong info on speaker/Swipe charges
<4.9 - CC on UPI> - Kya aap mujhe exact issue elaborate karke bata sakte hain?
[Capture the issue with explained notes Mandatory]
[Issue Faced - Other Issue]
<4.10 - Blocked> - Kya aap mujhe exact issue elaborate karke bata sakte hain?

● Account Blocked
● Amount Blocked
—------------------------------------------------------------------------------------------------------------
FAQs:
1. Customer support number - 8882555444
2. How to change the language of the speaker?

A. Language change karne ke liye -
● BharatPe App open kijiye.
● Change language option select kijiye.
● Apna preferred language choose kijiye (language choose karte time bas 1
baar click kijiye aur 2-3 minute wait kijiye.
● Aap ko downloading language ka message sunayi dega aur aap ke speaker
ki language change ho jayegi.
English: To change the language -
● Open the BharatPe App.

● Select the 'Change language' option.
● Choose your preferred language (click only once when choosing the language and
wait for 2-3 minutes).
● You will hear a message about downloading the language, and your speaker's
language will be changed.

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BharatPe - Reactivation (OD Flow)

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About the call: We are reaching out to customers who have previously used BharatPe's QR

English: Good morning/Good evening/Good afternoon. My name is (Caller Name), and I am

[Capture Response - single select]

● Yes Speaking [routed to #1 Purpose Of The Call]

<#0.1 Call Back Later>

[Capture Reschedule - date & time]

Apna Samay dene ke liye dhanwyad aapka din shubh ho!

[End Call - Reschedule]

<#0.2 Incorrect Target Lead>

<#0.3 Not Interested After Greetings>

HINDI: Sir/Ma’am, kya mai iska reason jaan sakta/sakti hu?

English: Sir/Ma’am, may I know the reason for the same?

[Capture Response - single input]

● Not Using BharatPe Anymore

[End Call - Not Interested]

<#1 Purpose of the call>

● Business Closed <Route to 1.1 Business closed/other reasons>

English: Thank you for sharing information. Have a great day!

[End call- Business closed]

<1.3 Using Competitor QR> -

[Capture the name of the competitor]

Information share karne ke liye dhanyawad, aapka din shubh rahe.

English: Thank you for sharing information. Have a great day!

[End call - Using Other Company QR]

<1.2 - BharatPe Not Available/Reason Not Shared> -

[Take a small pause & continue]

[Proceed to #2 Winback Offer Intro]

<1.4 - Other Reason> -

HINDI: Kya mein reason jaan sakta hoon?

English: Thank you for sharing information. Have a great day!

[End call- Other Reasons]

<1.5 - Already Using BharatPe QR> -

English: Thank you for sharing information. Have a great day!

[End call- Already Using BharatPe QR - Working]

<1.6 - Reason shared> -

English: Thank you for sharing information. Have a great day!

[End call- Reason Shared]

<2 Winback Offer Intro>:

[Capture Response - single input]

● Interested <Route to 3 Offer Pitch>

<2.1 Not Interested> -

Kya mein reason jaan sakta/sakti hoon?

{End call - Not Interested]

<3 Offer Pitch> -

Kya aap BharatPe ka QR lena chahenge?

Would you like to have BharatPe QR?

[Capture Response - single select]

[End call - Information Shared, New QR Needed]

<#4 BharatPe QR Not Working Facing issue>

English: Sir/Ma’am, can you tell me what is the issue face?

[Capture Response - single select]

<#5 Troubleshooting Required>

[Capture - Single select]

[Issue Faced - Account Related]

[Capture - Single select]

[Capture - Single select]

[Capture - Single select]

[Capture - Single select]

[Capture - Single select]

[Capture - Single select]

[Capture the issue with explained notes Mandatory]

[Capture - Single select]

1. Customer support number - 8882555444

2. How to change the language of the speaker?