IF n THEN

Module Objectives

Product & Process along with the TAT

 IF & THEN Process

1 Address Verification

2 Provisioning Related

3 Customer Accounting

4 Refund

5 Churn Related

6 Collections

7 Bill Delivery

8 Billing
 Address Verification

1. Shifted
2. Not at the given address
3. Student/Unemployed
4. Untraceable
5. Cancel the card/Not applied
6. Octroi Limit
7. 3rd Party User
8. Information Denied
9. Documents are wrong
10. Low income group

Note : Maximum verification can be conducted is thrice.

Even if the same is not complied with,
then the customer will not get the connection

Main
 Address Verification
Shifted
Reasons [A] In Case the Customer is not residing at the given address

Resolution Confirm the address with the customer.

Request to walk in to the nearest ARC .
Give the new address with the fresh set of documents.
CWP Type Address Verification

Sub Type Service Barred Verification failed

TAT 72 Hrs (after submission of documents)

Reasons [B] In Case the Customer is still residing at the Same address

Resolution Confirm the address

Raise an SR to AV, to conduct a re-verification

SR Details to be captured Detailed Address with Landmark, Alternate contact Number,

SR Type Address Verification

Sub Type Request Re verification Related

TAT 48 Hrs
 Address Verification
Not at the Given Address

Reasons Address is right but the customer does not reside at the given address
( Address may belong to a family member/relative or friend)
Resolution Confirms with the customer if he stays at any other address or at the
same address.
Inform the customer that he will have to go to the ARC & submit the
actual address where he resides
Submit fresh set of documents pertaining to the new add

CWP Type Address Verification

Sub Type Service Barred Verification failed

TAT 48 Hrs
 Address Verification
Students/Unemployed
Reasons In case customer admits that he is a student

Resolution Inform the customer to visit nearest ARC and pay Rs 500/- towards
deposit
Will have to provide an undertaking letter from parents along with
photo id of his parent.
CWP Type Address Verification

Sub Type Service Barred Verification failed

TAT 48 Hrs

Reasons Incase customer is employed

Resolution Customer will have to submit his employment proof at nearest ARC, (
i.e., salary-slip or, a letter on the letterhead of the Company)
Self Employed /Business: Shop Act License.
CWP Type Address Verification

Sub Type Service Barred Verification failed

TAT 48 Hrs
 Address Verification
Untraceable

Reasons The executive was not able to trace the address of the customer.

Resolution Check with the customer if the given address is correct, or if any
details are missing.
Confirm the address in Arbor OM. Also take landmarks and update the
same in the SR.
SR Details to be captured
Detailed address with Landmark & Alternate contact no.
SR Type Address Verification

Sub Type Request Re Verification Related

TAT 48 Hrs
 Address Verification
Cancel The Card/Not Applied

Reasons During the verification the customer confirms that he wants to cancel
the card.
Resolution Check with customer if he had indicated any cancellation of the a/c
during the verification visit.
If customer wants to continue then ask him to give a letter at the ARC
confirming the usage of the account signed by the customer.

CWP Type Address Verification

Sub Type Service Barred Verification failed

TAT 48 Hrs
 Address Verification
Octroi limit / Out Of City limit

Reasons The address given is outside the municipal limits

Resolution Check if the customers billing address is outside city limits.

If Customer is willing to change his billing address to an address within
the octroi limit then request the customer to visit the connect and give a
fresh set of documents pertaining to the new address.
If the customer does not have any other address, then request
customer to convert to pre-paid
CWP Type Address Verification

Sub Type Service barred Verification Failed

TAT 48 Hrs
 Address Verification
Third party User

Reasons When the verification was conducted it was found that the user is not
the customer but a 3rd person.
Resolution Confirm with the customer if the user is the customer himself or
somebody else
Request the customer to transfer the connection to the user
CWP Type Address Verification

Sub Type Service Barred Verification failed

TAT 48 Hrs
 Address Verification
Information Denied

Reasons During the verification the customer has denied giving information.

Resolution Inform the customer that during the verification the customer will
have to give necessary information to the verification executive.
Raise an SR to the verification team.
SR Type Verification Related

Sub Type Request Re-verification Related

TAT 48 Hrs
 Address Verification
Documents are wrong

Reasons During the verification it is found that the documents submitted are
wrong or are not matching
Resolution Refer to the BP notes, which will give specific information on which
of the documents that are wrongly submitted.
Request the customer to submit correct and fresh documents to the
dealer or to the ARC from where he has taken the connection.
CWP Type Address Verification

Sub Type Other Verification Related

TAT 48 Hrs
 Provisioning Related

1. Bill Plan Change

2. STD/NR
3. ISD/IR
4. GPRS/Airtel Live/MMS
5. Address Change
6. CLIR/Call Conference
7. Bill Cycle Change
8. Fax/Data
9. MCA
10. Safe Custody

Main
 Provisioning Related
Bill Plan Change
Reasons If the customer wants to change Bill Plan.

Resolution Plans : Airtel 99/Airtel One Plan/Express Yourself/Celebration 175/Total

Freedom 599
Change the Bill plan online with CLIP @ 50/-
CWP Type Provisioning Related

Sub Type Bill Plan Change

TAT Immediate

Reasons If the customer wants to change to 999 or 1699

Resolution Please guide the customer to pay an advance of Rs.999 & 1699
respectively.

CWP Type Product Information

Sub Type Bill Plan Related

TAT
 Provisioning Related
Bill Plan Change
Reasons If the customer wants to change to Airtel One Plan with zero rental (6
months)
Resolution Change the Bill plan online with CLIP @ 50/- and migration charge
Rs.450/-. (CLIP Mandatory)

CWP Type Provisioning Related

Sub Type Bill Plan Change

TAT Immediate

Note : As a retention Tool the same can be offered @300/-

Alexander Customers plan can be changed online
VPN 175 & CUG customers have to go to ARC or mail or communication Corporate Manager.
 Provisioning Related
RR/STD/NR
Reasons Regional Roaming

Resolution If customers rating is more than 30 then activate RR and Inform him that in
future if he can get the same activated/ deactivated by sending a SMS RRL
Active to 511 or Conference on IVR 6970. Should Inform Roaming rentals and
charges applicable in MUM/GUJ/MP & CHATTISGARH.
CWP Type Provisioning Related

Sub Type Roaming Activation/Disconnection

TAT Immediate

Reasons National Roaming/STD

Resolution If the customers rating is more than 30 then activate STD and inform him that in
future he can activate/deactivate it by sending SMS STD active or STD cancel-
511. If customers rating is more than 50 or is more than 3 months old then
activate NR.If not then ask him to pay 1000/- deposit to get NR activated and
Inform him that in future if he can get the same activated/ deactivated by
sending an SMS NR Active or NR cancel to 511 or Conference on IVR 6970.
Should Inform Roaming rentals and charges applicable
CWP Type Provisioning Related

Sub Type Roaming Activation/Disconnection

TAT Immediate
 Provisioning Related
RR/STD/NR

NOTE:
If customer activates NR then proactively inform him that if he roaming in Mumbai should select
Airtel Network manually to avail Free Incoming as well as local outgoing call rates.

Any customer going on roaming within the TAT then activate online.

Proactively inform customers regarding Roaming Activation/Deactivation procedure thru 511 or

121 IVR.

If customers 3 bills are generated and paid then irrespective of rating then Inform Activation
procedure.

Any customers barred due to HUB or Overdue payment, then ROAMING CANNOT BE
ACTIVATED.
 Provisioning Related
ISD
Customer Type Deposit Action

AON >6 months, Not >1 cheque bounce history Waived SR to provisioning
SR to provisioning
Aon >6 months, >1 cheque bounce Deposit Payablewith deposit details
AON >3 and <6months no a cheque bounce history Waived SR to Provisioning
AON >3months and <6monthys , Has a cheque SR to provisioning
bounce history Deposit Payablewith deposit details
SR to provisioning
AON < months Deposit Payablewith deposit details
SR Type Provisioning Related
Subtype VAS activation/deactivation Related
Tat 6hrs
 Provisioning Related
International Roaming
Reasons IR

Resolution If customers rating is 80 & above then guide customer to make a

deposit of Rs.6500/- at any ARC.
Rentals : Rs.149/- and IR rates applicable as per TIE UP Internationally.
CWP Type Product Information
Sub Type Roaming Related
TAT 24 hrs

Reasons IR

Resolution If customers rating is 80 & above and deposit of Rs.6500/- is reflecting

then raise a SR.Thereafter a verification will be conducted werein
customer will personally have to meet the executive. Once verification is
positive IR will be activated
Rentals : Rs.149/- and IR rates applicable as per TIE UP Internationally.
SR Type Provisioning Related

Sub Type Request Roaming Activation/Disconnection

TAT 24 hrs
 Provisioning Related
International Roaming

NOTE:

FOR ALL THE ABOVE IF RATING NOT UPDATED MORE THAN 7 DAYS THEN RAISE
SR

SR: Type: Provisioning Related

Sub Type : Request VAS Activation/Disconnection

IF CUSTOMER CALLS WITHIN 7 DAYS THEN DRAG THE REQUEST COMPONENT

FROM ENHANCED VAS PACKAGE
 Provisioning Related
GPRS/AIRTEL LIVE/MMS

Reasons MMS/GPRS/WAP Activation/ deactivation

Resolution If customers wants to activate MMS/GPRS/WAP then forward an SOS to

activate the same and inform the customer that in future if he wants to
activate / deactivate can send sms to 511.

Charges GPRS : Rental Rs. 349/- Downloading/Browsing - Free.

AIRTEL LIVE : Content chargeable as per chrgs mentioned on the
portal. NO RENTALS
MMS : No rentals. Sending MMS-Rs.5/- & Downloading
Rs10/-
CWP Type Provisioning Related

Sub Type MMS/GPRS/WAP Activation/Deactivation Related

TAT 24 hrs
 Provisioning Related
Settings
Reasons Settings for GPRS/MO/AIRTEL LIVE

Resolution If compatible then

Sent the setting Via URL or Via ECRM

CWP Type Data Service

Sub Type GPRS/MMS Configuration
TAT Immediately

Reasons Settings for GPRS/MO/AIRTEL LIVE

Resolution If Not Compatible then

Give manual settings from URL Path : Product/MMS-MO-Airtel
Live/Handsets/Settings
If unable to provide Settings online then transfer the call to 6640 from 10
am - 10 pm only.
CWP Type Data Service
Sub Type GPRS/MMS Configuration
TAT Immediately
 Provisioning Related
CLIR/Call Conference
Reasons CLIR Activation

Resolution Ask customer to submit a copy of a No Objection Certificate from the

police department
(NOC from ACP/Gazetted officer) at the nearest ARC &
Fill up the CLIR activation form.
CLIR charges are Rs.199/- month
CWP Type Product Information
Sub Type Service/ VAS Related
TAT

Reasons Call Conference

Resolution Can be offered to the customer by marking mail to provisioning Dept.

Ensure that when Call Conference is activated then ISD is deactivated.
CWP Type Product Information

Sub Type Service/ VAS Related

TAT
 Provisioning Related
Bill Cycle Change
Reasons Bill Cycle Change

Resolution Corporate & Corp Self Paid MH-02 Mh06 {visa versa]
VPN, VIP & CLUB Can change to any bill cycle

NOTE:
The Bill Cycle Change can only done if Bill is generated for the current
month

SR Type Provisioning Related

Sub Type Request Customer Account Updation.
TAT 9 Hrs
 Provisioning Related
Fax/Data
Reasons If a customer wants to activate FAX/DATA

Resolution Save our Subscriber (SOS) to be forwarded with details

Mobile no , Alternate No , Service to be activated , handset Model/Type

CWP Type Provisioning Related

Sub Type MMS/GPRS/LIVE
TAT
 Provisioning Related
Missed Call Alert
Reasons If a customer wants to Activate MCA service

Resolution Activate the same and inform the customer that he can activate the same
in future by sending SMS MCA Active to 511
Proactively inform the customer to divert his calls to 675 under the
condition Not reachable /Switched

CWP Type Provisioning Related

Sub Type VAS Activation/Disconnection
TAT Immediate

Reasons If a customer wants to activate his APARTY alert facility.

Resolution Activate the same and inform the customer that he can activate the same
in future by sending SMS MCA Active to 511

CWP Type Provisioning Related

Sub Type VAS Activation/Disconnection

TAT Immediate

Customer will only be able to use the MCA facility if his service is active in MCA URL. Calls should be diverted to 675.
If everything is active but still the customer is not able to use the service Re-provision from URL or SR to connectivity .
 Provisioning Related
Safe Custody
Reasons If a Customer wants to activate Safe Custody

Resolution Inform the Customer that Safe custody is available for 3 months only.
Customer needs to visit nearest ARC clear his O/S amt ,
Pay advance rental 300 Rs for safe custody
CWP Type Provisioning Related
Sub Type Customer Account Updation
TAT

Note:- If the Safe custody application is already forwarded at ARC. O/S is clear and Safe custody is not activated then Sr
Sr to be Raised: Type: Provisioning Related Sub Type: Delayed Account Updation

Reasons If a Customer wants to Deactivate Safe Custody

Resolution Safe custody can be deactivated by the customer anytime within 3

months.
Customer can call 121 and get it done. CSR Should Forward a Call Back
Request for the same along with the details of Bill plan the customer
wants
CWP Type Provisioning Related
Sub Type Customer Account Updation
TAT
 Customer Accounting

1. Cheque Payment Not Posted

2. Cash Payment Not Posted

3. Payment And Deposit Transfer

4. SI/ECS Not Posted

Main
 Customer Accounting
Payment Not Posted
Reasons Cheque Payment Not Posted

Resolution Raise a SR in case the posting of cheque payment is not done within
48hrs .
e.g if a customer makes a cheque payment on 1st of August , and the
payment for the same is not posted till 3rd Aug ,
service request can be raised under the following type and sub type
CWP Type Customer Accounting
Sub Type Complaint Payment Not posted
TAT 27 Hrs

The Service request raised should have the following details

a) Cheque amount
b) Name and branch of the bank
c) Date when cheque payment is made
d) Place of payment
 Customer Accounting
Payment Not Posted
Reasons Cash Payment Not Posted

Resolution Raise a SR in case the posting of Cash payment is not done within 24hrs
.
e.g if a customer makes a cash payment on 1st of August , and the
payment for the same is not posted till 2nd Aug ,
service request can be raised under the following type and sub type
CWP Type Customer Accounting
Sub Type Complaint Payment Not posted
TAT 27 Hrs

The Service request raised should have the following details

a) Cash amount
b) Name of the ARC
c) Date when payment is made
d) Receipt No
 Customer Accounting
Payment Not Posted
Reasons Payments And Deposits Transfers

Resolution If a customer wants to Transfer of balance /Outstanding/Deposit to

Other Account it should be FTR as the same is not possible.
He should be informed that the same can be refunded to him (as per
refund process),
If he wants Transfer of Deposit to his same account then one can raise
an SR for the same.
(Cannot be transferred to any other account.)
SR Type Customer Accounting
Sub Type Complaint Payment Not posted
TAT 24 hrs
 Customer Accounting
Payment Not Posted
Reasons SI/ECS Not Posted (Other Modes of Payment)

Resolution SI Debit 7 day's after Bill run posting will be done on the due date
ECS Debit 7 day's after Bill run posting will be done on due date
Online Payment Via Credit Card, Yes customer can pay the bill through
Citibank or Airtel website.
Note: If All the above TAT's have crossed then SR .
Pls inform the customers to make online payments only thru Citibank as
we have a tie up with only Citibank . If the customer pays thru any other
bank e.g. ICICI, IDBI etc the payment posting will be done once the data
is received thru the bank where the payment is made. (minimum TAT is
20 days)
Customer can also make Online payments via airtel
website.www.airtel.in . TAT of posting 24 hrs.

SR Type Customer Accounting

Sub Type SI/ECS not updated/ cancelled
TAT 24 Hrs
 Collections

1. Non Payment Of Bills After Due Date

2. Credit Limit Process

3. Exposure Barring/ HUB

4. Cheque Bounce / FMS (Fraud Management System)

5. Delinquency Barring & HUB Unbarring

6. Modes Of Payments
 Collections
Non Payments Of Bills After Due Date
Automated Barring
Reasons Cash / Credit Card Payment Payment Reflecting

Resolution If same day payment is reflecting then will be unbarred automatically .

CWP Type Collections

Sub Type Service Barred overdue payment
TAT 6 Hrs

Reasons Cash Credit Card Payment Payment Reflecting

Resolution If payment was reflecting prior day then will be unbarred manually,
Ensure all the VAS Deactivated during automated barring are re-
provisioned.

SR Type Collections
Sub Type Service Barred overdue payment
TAT 4 Hrs

Main
 Collections
Non Payments Of Bills After Due Date
Cash / Credit Card Payment
Reasons Cash Credit Card Payment Payment Not reflecting

Resolution If < 24 hrs

Resolution
Ask customer to visit the dealer where payments made or wait for
payment posting and Do not unbar the customer.

CWP Type Collections

Sub Type Service barred Due Date Over
TAT 24 Hrs

Reasons Cash Credit Card Payment Payment Not Reflecting

Resolution If > 24 hrs

Unbar only if his payment history is very good with no cheque bounce.
Raise SR with full payment details: Receipt number, Date, ACR name &
amount.

CWP Type Customer Accounting

Sub Type Payment Not posted
TAT 24 Hrs
Main
 Collections

Cheque Payment
Reasons Cheque Payment (Reflecting on same day )

Resolution If same day payment is reflecting then will be unbarred automatically .

CWP Type Collections

Sub Type Service Barred Over Due payment
TAT 6 Hrs

Reasons Cheque Payment (payment was reflecting prior day )

Resolution If payment was reflecting prior day then unbarr customer manually,
Ensure all the VAS Deactivated during automated barring are re-
provisioned.

CWP Type Collections

Sub Type Service Barred Payment Made Still Barred
TAT 4 Hrs
Main
 Collections

Cheque Payment
Reasons Cheque Payment (Payment not reflecting ) IF <3 days

Resolution Unbar only if his payment history is very good with no cheque bounce.
Details : Cheque no,bank name, Amt, date, location, ARC/Outlet where
cheque dropped & mention in SI or Act Comments

CWP Type Collections

Sub Type Service Barred Over Due payment
TAT 4Hrs

Reasons Cheque Payment (Payment not reflecting ) IF >3 days

Resolution Unbar only if his payment history is very good with no cheque bounce.
Raise SR : Details : Cheque no,bank name, Amt, date, location,
ARC/Outlet where cheque dropped & mention in SI or Act Comments

SR Type Customer accounting

Sub Type Complaint- Payment not posted
TAT 27 Hrs
Main
 Collections
Credit limit
1 Setting up credit limit for New subscribers
New customer with Credit limit of Rs.400
After 1st Bill
His invoice amount is Rs 700
His paid amount is Rs 700
Then Customers New credit Limit Rs 700

2 After 3 months
Credit Limit will be equal to highest paid bill of last 3 bills if (Total outstanding/Total bills) x 100 < 10%
Explanation
To be eligible for Evaluation customer has to have =>90% of Paid Amount Vs Invoice

New Limit setting

Here in this case the New Limit will be highest bill of Last 3 bills I.e Rs 900
Therefore
Old Limit 600
New Limit Rs.900

Note: If the New limit is Less than the Old Limit then the Old Limit becomes the New Credit Limit

FOR ANY INCREASE OF LIMIT APART FROM THE PROCESS, WE WOULD REQUIRE :

Additional security deposit to be paid by the subscriber (SR to mention deposit amt paid or deposit details eg
Receipt no.)
Latest Salary slip of the subscriber (if working for a reputed corporate). The salary slip can be fax Number
4440715
Last 2 paid bills of previous mobile operator. These can also be faxed to 0204440944
Kind Attention : Yogesh Panse or Deepali Kulkarni and Mobile number. Main
 Collections
Exposure Barring

Customer Exceeding - 80 % of assigned credit limit:

Day-0 Informing subscribers about usage via SMS - I & Telecalling

Day-1 Informing subscribers regarding actioning via Pre-Bar SMS II

Day-2 Barring of outgoing facility IF customer crosses 100% credit limit

ROAMING
Scenario
Since unbilled details of customers who are roaming are received after a time lag, the actioning for these
customers will be slightly different.

Day-0 SMS + Telecalling

Day-02 Outgoing Barred IF exceeded >100% of Credit Limit

All subscribers who feature in roaming reports recd & who have exceeded their CL.

Main
 Collections
FMS/Spurt And Cheque Bounce
Day-0 barred on the same day of crossing 100% credit limit.
CHEQUE BOUNCE
1. In case customer says that his cheque cant bounce
Resolution
Then request customer to check with his bank if cheque has been cashed.
If customer says that he has the proof that cheque has been cashed, then request him to fax the copy of bank
statement.
Raise a SR TYPE:Customer Accounting SUB TYPE :Complaint Payment Not Posted
The Service request raised should have the following details
a)Cheque amount
b)Name and branch of the bank
c)date when cheque payment is made
d)Place of payment

2. In case customer wants the cheque back

Then inform customer that cheque will be dispatched back only once the payment is received.
For the same, raise an SR in TYPE : Customer Accounting SUB TYPE: Request Payment/
adjustment transfer

Main
 Collections
Modes Of Payments
1. Standing Instructions:
Any customer who has a credit card , can sign a form called standing instructions,
permitting the Company-Airtel to debit the Billed amount to his credit card.
The customer will receive the hard copy of the bill and the amount will be debited from his Credit Card.

2. Cheque
The cheque needs to made in favour of Bharti Televentures Ltd A/C No. xxx (Arbor Account No.).
I would request you to attach the remittance slip along with the cheque attached in the first page of the
invoice.
3. Cash
Fill up the remittance slip attached in the first page of your invoice & pay at the ARC.
The address is also mentioned at the back page of your invoice. Ask the cust to collect the cash receipt
from the ARC.
4. Electronic Clearing System:
The customer will give an ECS form, permitting the Company to debit his Bank Account directly.
Requirement of the customer is that he has to have an Account in any Bank.

Important Info: The Drawee Bank should have a participation in the Clearing House only then is ECS possible.

Main
 Collections
HUB Unbarring
1. If 80% of Unbilled reflecting then unbar online.
2. No unbarring with Payment details for any mode of payment. Inform customer after posting of payment will
be unbarred
3. No part payment unbarring for Billed amount. E.g Usage Limit - 1500, Barred for HUB Billed - 1000,
Unbilled -800,
4. Total Due : 1800, 80% of 1800=1440, Customer has to clear full 1440. Cannot unbar even if Rs.1000/-
made.
Delinquency Barring

If a customer is barred for old Delinquency.

It means the had an old account which still has a outstanding which needs to be cleared, for which the current
Mobile No has been barred.
Resolution
Inform the Customer to clear the O/S amt of the Old Number, only after which the number can be unbarred.
CWP: TYPE : Collections SUBTYPE:- Barred of overdue payment.

Main
 Refund

1. Churn Customer

2. Active Customer

3. Customer Not Received Refund

4. Retention Matrix

Main
 Refund
Churn
Reasons Churn Customer: Deposit paid during activation (Local deposit)
i) If less than 12 months

Resolution Customer will not get the refund.

CWP Type Service Related

Sub Type General Information
TAT NA

Reasons Churn Customer: Deposit paid during activation (Local deposit)

ii) If more than 12 months

Resolution Inform customer the amount will be refunded 45-days from the day of
disconnection.

CWP Type Refund

Sub Type General Information
TAT 45 working days from the date of disconnection
 Refund
Churn
Reasons Churn Customer: STD/NR/ISD/IR deposits

Resolution Inform the customer for ISD/IR, deposit will be refunded 45 days from the
day of disconnection.

CWP Type Service Related

Sub Type General Information
TAT 45 working days from the date of disconnection
 Refund
Churn
Reasons Active Customer: STD/NR/ISD/IR deposits

Resolution If customer wants then it can be adjusted against any O/s on the account

SR Type Customer Accounting

Sub Type Payment/ Adjustment transfer
TAT 9 Hrs

Note : If less than 12 months, customer will get the refund for STD/NR/ISD/IR deposits.
 Refund
Churn
Reasons Customer not received Refund (TAT has been crossed.)

Resolution Check if refund reflects on the Account Balances screen,

If reflects, inform the customer that the same has already been
dispatched on -------date (from the Account Balances screen
CWP Type Service Related
Sub Type General Information
TAT 45 working days from the date of disconnection

Reasons Customer not received Refund (If does not reflect)

Resolution Raise an SR to refund with amount details to be refunded

SR Type Refund
Sub Type Complaint- Refund not sent
TAT 10 working days
 Refund
Churn
Reasons Customer not received Refund (TAT crossed.)

Resolution Raise a new SR with the relevant details.Mention old SR no for reference

CWP Type Refund

Sub Type Request Reissue of cheque
TAT TAT 7 days
 CHURN

Retention Matrix

1 Retention matrix to be followed for FLR. URL Path : PROCESS/RETENTION/RETENTION

MATRIX
2 If Customer still Insists to Churn then raise an SR to Churn
SR Details
a. Alternate Contact number
b. ARC name
c. Date of Submission
d. Reason for Chun

SR : TYPE : CHURN SUB TYPE : As per Reason for Disconnection

3 Even after raising a SR the TAT 7 days if the same is not disconnected in 7days then
Raise a SOS.
 Bill Delivery

1. BEFORE TAT

2. AFTER TAT

3. ITEMIZED BILL

Main
 Bill Delivery
CUSTOMER CALLS UP FOR BILL BEFORE THE 10TH DAY OF BILL GENERATION

INFORM THE CUSTOMER TO WAIT TILL THE 10th DAY OF BILL GENERATION

Resolution

Bill Cycle Bill Date 10th Day

MH2 6th 16th
MH4 12th 21st
MH5 18th 27th
MH6 21st 31st
MH7 24th 4th
MH8 27th 7th

CWP: TYPE : BILL DELIVERY SUBTYPE: OTHER DELIVERY RELATED

Main
 Bill Delivery
CUSTOMER CALLS UP FOR BILL AFTER THE 10TH DAY OF BILL GENERATION

Resolution
Bill Cycle Bill Date 11th Day
MH2 6th 17th
MH4 12th 22nd
MH5 18th 28th
MH6 21st 1st
MH7 24th 5th
MH8 27th 8th
RAISE AN SR FOR THE ABOVE SCENARIO

TYPE : BILL DELIVERY SUB TYPE : COMPLAINT BILL NOT RECEIVED

MENTION THE EMAIL ID OF CUSTOMER AND IF NOT THERE THEN MENTION THE SAME
IN THE SR
NOTE :Confirm the Address before raising the SR and update the same in OM and SR

Main
 Bill Delivery
CUSTOMER CALLS UP FOR ITEMIZED BILL

Inform the Customer about E-Bill option or E-mail the Itemized bill on the customers mail id.

AND IF CUSTOMER WANTS A HARD COPY INFORM HIM ABOUT THE CHARGES i.e. 75Rs.

If bills already generated for the current month SR

Type : Bill Delivery Subtype: Request Duplicate bill to sent

Note:-

For New Activations Itemized Bill is free for the first Month.

If the Customer wants to continue the itemized hard copy , drag Local itemized (@75) component from.

Enhanced Vas Package.

Local Itemize bill rent is not on pro-rata rental component
Even if the customer takes this component for one day, it is not on pro-rata basis, hence will be charged
@75/- only.

Main
 Billing

1. Wrongly Charged In The Bill

2. Late Fee Discrepancy

3. Disputes Against GPRS (Rentals, Not Used, Not Asked For The Same)

4. Dispute Against GPRS/MMS Not Active Or Not Working

5. No Usage And Has Given A Request For Disconnection Earlier

6. Dispute On Cheque Bounce Charge

7. Dispute On VAS SMS Charge

Main
 Billing

Reasons Customer is wrongly charged in the bill

Resolution Check the bill, if the customer is charged wrongly then CSR will raise SR
if adjustment cannot be given online.

SR Type Billing
Sub Type Complain-Billing Discrepancy
TAT

Main
 Billing
Late Fee Discrepancy
Reasons Customer complains about LPC in the current bill

Resolution If payments received-Reverse LPC (Before/after due date) NOTE: Probe

effectively.

CWP Type Billing

Sub Type Billing Discrepancy
TAT Will Reflect in next bill

Reasons Customer complains LPC adjustment was promised- so payments

delayed
Resolution If payments received-Reverse LPC (Before/after due date) NOTE: Probe
effectively.

CWP Type Billing

Sub Type Billing Discrepancy
TAT Will Reflect in next bill

NOTE : LPC is charged 5-days post due date (ONLY FYI, DO NOT INFORM CUSTOMER).
Also do not raise any SR for LPC waiver. No SR's to be raised for LPC.
Main
 Billing

Reasons Customer calls and disputes the GPRS rentals. Claims could not use
GPRS/ did not ask for the same
Resolution Check if GPRS rental charged. Reverse the charge for 1 month only.
Note: probe effectively, see if any usage in the bill and also check
interactions.
CWP Type Billing
Sub Type Complain-Billing Discrepancy
TAT Will Reflect in next bill

Main
 Billing

Reasons GPRS or MMS charged and the service was not active or not working

Resolution Check the date of activation of GPRS or MMS from Arbor OM.If services
not active on switch-
Reverse the amount.If services activated for the customer- Deny
reversal
CWP Type Billing
Sub Type Complain-Billing Discrepancy
TAT Will Reflect in next bill

Main
 Billing

Reasons Customer calls and disputes on cheque bounce charge

Resolution Check if the customer has no cheque bounce history in last 3 months-
Reverse the cheque bounce charge. (If No)
Incase of cheque bounce- Deny reversal
CWP Type Billing
Sub Type Complain-Billing Discrepancy
TAT Will Reflect in next bill

Main
Main