Participant’s Manual Customer Care Executive (Call Center) Le = ©2014 Unifiers Social Ventures Pvt. Ltd. _—_>>_>_—_—_—_—_____——_ 1 —__—— sees ose eeeCopyrights: Unifiers Social Ventures Pvt. Ltd : All rights reserved. No part of this publication may be reproduced, stored or distributed in any form or by any means without the prior permission of Unifiers Social Ventures Pvt. Ltd. © 2014 Unifiers Social Ventures Pvt. Ltd.‘Content _ \ Welcome and Introduction to the Program 1. Introduction 2. The Telecom Industry 3. Departments and Jobs in Telecom Call Center 4. Help Desk and The Customer Care Executive 5. Customer Service and its Importance e Key Concepts - - apo ——ee, ‘Stakeholders Mobile Technologies . Products and Services 7 2 3 4, Documentation 5 6. Call Center Specific Concepts . You at the Workplace Telephone Ettiquetes Dealing with Different Types of Customers Respect at the Workplace Time Management and Being Organised Communication Skills Assertiveness and Decision Making Skills ‘Customer Centricity and Service Orientation Objection Handling ‘Compreherision and Problem Solving Skills, 10. Selling skills’ 1. CRM 2. Making and Receiving Calls ‘ 3. IT Applications 4, Fetching Information about Products, Processes and Services. -@ Computer Knowledge and Practice Se Pa irae Introduction to Computers Basics of MS Word Basics of MS Excel Basics of MS Powerpoint Computer Typing Practice 1. 2. 3. 4, 5. 6. z. 8. 9, waena ‘© 2014 Unifiers Social Ventures Pvt. Ltd. en 3 = ’Qi Skills Page:93 EEE SEP c Listening Skills Speaking Skills Reading and Comprehension Writing Skills QO ers srattnte cats" SESE Page: 105 1. Introduction . 2. Attend and Make Calls @& Bessie cistoner ane cree Page: 112 ¢ See Seen a - ~~, 1. Introduction 2. Verification 3. Addressing 4, Escalation e Develop Customer Relationship | Introduction . Customer Categorization Customer Feedback Customer Satisfaction Introducing Customer.to New Services Oe and Review 1. Introduction 2. Self Reports - 3. Review with Supervisors BEN vaeNe : = - - Proactive Selling Page: 149 ~ errr 1. Proactive Selling Ta eee ne @ Program Wrap Up Page: 155 7 7 BEEPS SeeEEE EEE 1. Interview 2. Questions in an Interview (FAQ's) © My Learning Tree ee 7 1. My Leaming Tree SAssessments i Page: 167 ¢ © 2014 Unifiers Social Ventures Pvt. Ltd. -——_—_—_—_——— —4Definitions/Glossary - Keywords [Terms Description ACHT (Average Call The average recommended time to wrap up/close an interaction with Handling Time) a customer ‘AHT (Average Hold The average recommended time a customer may be kept on hold Time) during an interaction over the phone AHT (Average Handling | This is the total time taken by the CCE to wrap the call after the Time) customer has hung up. AHT = ACHT + ACW Broadband The term broadband refers to the wide bandwidth characteristics of a transmission medium and its ability to-transport multiple signals and traffic types simultaneously. The medium can be coax, optical fiber, twisted pair or wireless. In contrast, baseband, describes a communication system in which information is transported across a single channel ‘CRM (Customer Processes implemented to manage a company’s interactions with Relationship customers and prospects Management) Customer ‘A customer (also known as a client, buyer, or purchaser) is the recipient of a good, service, product, or idea, obtained from a seller, vendor, or supplier for a monetary or other valuable consideration. There are two types of customers — internal and external. Internal customers are employees, retailers, distributors, business and external customers are users ‘Customer Care ‘Customer care executive is a person who interacts with customers Executive to provide answers to queries, requests and complaints involving a company's products or service Customer Satisfaction The metrics to measure the customer's satisfaction level of the Scores/Instant interaction with the customer service representative Engagement Scores Description Description gives a short summary of the unit content. This would be helpful to anyone searching on a database to verify that this is the appropriate OS they are looking for DTH (Direct To Home) [DTH is defined as the reception of satellite programmes with a personal dish in an individual home. DTH does away with the need for the local cable operator and puts the broadcaster directly in touch with the consumer Escalation Matrix The channel for escalating the issue/problem of the customer to a supervisor or senior who possesses more expertise in handling and resolving customer's concern. Function Function is an activity necessary for achieving the key purpose of the sector, occupation, or area of work, which can be carried out by a person or a group of persons. Functions are identified through functional analysis and form the basis of OS © 2014 Unifiers Social Ventures Pvt. Ltd.Definitions/Glossary —— Helpdesk Asingle desk to reach out for the customer for getting response to his queries, requests or complaints. A help desk is manned by specialists who are well versed with their organization and it's products and | services Intranet Tools Intemal tools/applications of an organization that work only within the network of the organization Job Role Job role defines a unique set of functions that together form a unique employment opportunity in an organization Knowledge and|Knowledge and Understanding are statements which together Understanding specify the technical, generic, professional and organizational specific knowledge and expertise NOS (National Occupational Standards) i NOS are Occupational Standards which apply uniquely in the Indian context Nodal Desk Nodal desk is the grievance redressal desk for handling process related and legal escalations of customers Occupation Occupation is a set of job roles under which role-holders perform similar/related set of functions in an industry os (Occupational | OS specify the standards of performance an individual must achieve Standards) when carrying out a function in the workplace, together with the knowledge and understanding they need to meet that standard consistently. Occupational Standards are applicable both in the Indian and global contexts Performance Criteria Performance Criteria are statements that together specify the standard of performance required when carrying out a task ‘QP (Qualifications Pack) Qualifications Pack comprises the set of OS, together with the educational, training and other criteria required to perform a job role. A Qualifications Pack is assigned @ unique qualification pack code. Qualifications Pack Code | Qualifications Pack Code is a unique reference code that identifies a qualifications pack ‘Scope Scope is a set of statements specifying the range of variables that an individual may have to deal with, in carrying out the function which has a critical impact on the quality of performance required Sector ‘Sector is a conglomeration of different business operations having Service Provider SLA (Service Level Agreement) similar businesses and interests. It may also be defined as a distinct subset of the economy whose components share similar characteristics and interests Is a Sub sector to Telecom and consists of companies/organizations who provide service related to communications to the public [An agreement or contract for the level of service to be provided Specialists ‘Subject matter expertshave the domain experience, knowledge and expertise and can handle customer queries, requests and complaints —_—sé6 © 2014 Unifiers Social Ventures Pvt. Ltd.Definitions/Glossary o EEE EEE eee eee eee {MEI Number Every handset has a unique 15-digit number that is built into the handset at the time of manufacturing. This is called the International Mobile Equipment Identity or IMEI number Sub-functions ‘Sub-functions are sub-activities essential to fulfill achievement of the objectives of the function Sub-sector Sub-sector is derived from a further breakdown based on the characteristics and interests of its components The process of capturing customer's interaction in CRM TAT (Turn around time) The time taken to resolve a request or a complaint of the customer Technical Knowledge Telecom Unit Code Technical Knowledge is the specific knowledge needed to accomplish specific designated responsibilities Is @ communication sector consisting of companies who provide telephonic communication facilities to the public Unit Code is @ unique identifier for an OS unit, which can be denoted with either an ‘O' or an ‘N’ ; Unit Title Unit Title gives a clear overall statement about what the incumbent should be able to do VAS. (Value added service) Vertical In the telecom industry, on a conceptual level, value-added services add value to the standard service offering, spurring the subscriber to use their phone more and allowing the operator to drive up their ‘Average Revenue Per User. For mobile phones, while technologies like Short Messaging Service, Multi-media Messaging and data access were historically usually considered value-added services, but in recent years SMS, MMS and data access have more and more become core services, and VAS therefore has beginning to exclude those services. Vertical may exist within a sub-sector representing different domain areas or the client industries served by the industry Credit Limit Intélecom industry, ithelps the customer to keep his/her mobile cost controlled, track of usage and ensures no misuse of mobile phone. Itis like the spending limit on credit card operator, generally preset a dynamic credit limit, defined ‘on the basis of customer association, security deposit and usage. Security deposit ‘Security deposit is the amount of money paid in advance to use particular service. It is refundable. e.g.: In case customer wants to increase his/her credit limit, he can make security deposit. . Safe Custody Itemised Bill It is a facility for protection from deactivation for non-usage of a postpaid consumer on customer's request and payment of specified amount, itis a detailled bill that tracks monthly cellphone usage. It gives a detailed breakdown of éalls, SMSs, MMSs and other services which customer has used. 1 Black Out Days These are the festival days on which free/cencessional calls and SMSs are not available. As per TRAI, these days are limited to a maximum of five days ina calender year. ‘© 2014 Unifiers Social Ventures Pvt. Ltd.ACRONYMS [ono Kewords/Terms Description ‘ACHT ‘Average Call Handling Time AHT [average Handling Time GSM Global System for Mobile Communications POA Proof of Address PO! Proof of Identity QRC Query Request Complaints SLA Service Level Agreement TAT Turn Around Time wert with respect to LPC Late Payment Charges MNP Mobile Number Portability Do Not Disturb © 2014 Unifiers Social Ventures Pvt. Ltd.aut Welcome and Introduction. ~ to the Program Bee eet i a cae LAGiToa (tele (-e Uae eC ULel uC ee ' ' Chapter 1.1 - Introduction TEL/NO100/KA1 TEL/NO102/KA1 © 2014 Unifiers Social Ventures PVt. Ltd. —<=—$=—$<—$——<=—_——————._ 9 —___— ee rdUnit Chapter 1.1 Introduction Chapter Objective > Agenda and Importance of the Program ‘4.1.4 Importance of the Program This program will facilitate an overview of: Telecom Call Center. Behavioural, Professional and Technical skills required for performing your job effectively, How to attend/make voice calls to the customers. : Handling, resolving and following up for fesolutions to customer queries in a timely manner. Developing a relationship with customers by resolving their concerns and building a rapport. eeeee Monitoring and mahaging self performance through a report'and review process. Theory Question Expectation Mapping What are your expectations from this Program? 1 yen —10 © 2014 Unifiers Social Ventures Pvt: Ltd.Unit Chapter 1.2 The. Telecom Industry Chapter Objective ‘ > To Get an Overview of Telecom Industry » To Know the Major Players and their Market Share » To Understand the Regulatory Framework 1.2.1 Overview of Telecom Industry Telecom at a glance * The telecom services have been recognized all over the world as an important tool for socio-economic development of a nation. * tis one of the prime support services needed for rapid growth and modernization of various sectors of the economy. Telecom in india ‘© In recent years, the Indian telecom industry has witnessed phenomenal growth ‘© Aconducive business environment, favourable demographic outlook and the political stability enjoyed by the country have contributed to the growth of the industry. © India achieved the distinction of having the world’s lowest call rates, the fastest sale of a million mobile phones, the world's cheapest mobile handset and the world's most affordable colour phone . © Indian telecommunication sector has undergone a mejor process of transformation through significant policy reforms, particularly beginning with the announcement of National Telecom Policy (NTP) 1994 and was subsequently re-emphasized and carried forward under NTP 1999. i © 2014 Unifiers Social Ventures Pvt. Ltd.:1.2.2 Regulatory Authorities in the Telecom Industry TRAI - Telephone Regulatory Authority of India ‘© Provide fair and transparent policies to service providers so that competition is levelled. ‘Provide direction on tariff, interconnection and quality of service to all the service providers. © Toensure that interests of the consumers are protected via fair trading, COAL - Cellular Operators Association of india Facilitates the establishment of a world class cellular infrastructure and deliver the benefits of affordable mobile telephony services to the people of India. ‘TDSAT - Telecom Disputes Settlement and Appellate Tribunal It adjudicates any dispute with a view to protect the interests of service providers and customers of the telecom sector. DoT - Department of Telecommunications It formulates developmental policies for the accelerated growth of the tele communications services. TRAI Regulation on Call Centre 1, 121 - General information number - Chargeable Call 2. 198 - Consumer care number - Toll Free Number 3.. Service Request - request made pertaining to the account for © Change in plan © Activation/Deactivation of VAS/ Supplementary service/ special pack ©» Activation of service provided by operator © Shifting! Disconnection of servicelbilling details 1.2.3. Major Players in Telecom Industry ‘S.No. | Name of Company Year of Establishment Revenue Market Share as of 2013 1 Bharti Airtel : 1985 30.8% 2 Vodafone Esser 2007 23.3% 3 Idea Cellular 1995 16.2% 4 Reliance Communications | 1999 76% 5 Tata Teleservices 1996 75% 6 BSNUMTNL 2000 66% 7 Aircel 1999 5% 8 Uninor 71986 11% Reference Link: http:/;www.livemint.comit/LiveMint/Period1/2013/09/06/Photos/w-TRAI-gfx jpg — 12 © 2014 Unifiers Social Ventures Pvt. Ltd,vodafone Tia col —_— leet Hts Alena &F Sbie AIRCEL ae rTheory@uestions EengoniQusstions Answer the following questions 1, Which telecom company has the highest market share? 2, Which telecom company has the lowest market share among the top 8 companies? 3. Name top’s telecom companies in india a). 4, Fill in the blank with the correct answer, India has achieved the distinction of world’s .. call rates. (lowest/highest) 5. Write down the full form of the following Abbreviations a) TRAL .. b) DoT- ©) COAL. d) TDSAT-.. ey:Learnings' 1, Understand the telecom industry and its latest trends 2. Know the regulatory framework 3._Identify the major players © 2014 Unifiers Social Ventures Pvt. Ltd.. 13 meUnit Chapter 1.3 Departments and Jobs in Telecom Call Center Chapter Objective » To understand:the hierarchy & career path of a CCE in the organizi 1.3.1 - Job Criteria in the Telecom Call Center © To attend/make calls to customer : ‘To provide information regarding products and services to the customer ‘© “To handle and resolve customer's complaints/requests : . To capture/take notes of customer interaction in CRM ‘¢ To monitor and manage key performance through reports 7 © Todevelop customer relationship 1.3.2 | Departments in Telecom Call Center © Operation @ Admin & Facilities ¢ Human Resources © Finance © Training & Quality ei © Process Improvements/Excellence — 14- ‘© 2014 Unifiers Social Ventures Pvt. Ltd, —__———________7 : 1.3.3. Jobs Hierarchy in Telecom Call Center (Operation Dept.) eo Manager ] : Srey Team Leader Sr. Manager Floor Supervisor ee ee Sr. CCE ' ce CCE Theory Question < eo CCS eee cece 1. What are the three things that are very important to be able to work in the telecom Call Center? a) b) °) Key Learnings < EERE PEE 1, Know various departments in telecom call center 2. Understand the job criteria in the telecom call center 3. Understand the job hierarchy in the telecom call center © 2014 Unifiers Social Ventures Pvt. Ltd. 15 ——Unit Chapter 1.4 Help Desk and the Customer Care Executive Chapter Objective >» To understand the concept of a Call Centre > To understand function of a Help Desk > To understand the role of CCE and skills required for same 1.4.1. Call Centre Company contact centre that handles services such as help desk, customer support, lead generation, emergency response, telephone answering service, inbound response and outbound telemarketing is a call centre. Typically, a call centre has the ability to handle a considerable volume of calls at the same time; to screen calls and forward those to someone qualified to handle them and to eventually log them. It is a part of an organization which handles inbound and outbound communication with customers. Types of Call Centre Types of Call Centre feces ssa eles ale eel) Liceul lied Inbound Ege lB) Ron Sou Te 1.4.2 Help Desk In a business enterprise, a help desk is a place that a user of the company's product and services, can call to get help with a query, request or complaint. Generally, a help desk refers to an expert (CCE) with apt knowledge and computer applications which help him answer the queries that come in. — 6 ‘© 2014 Unifiers Social Ventures Pvt. Ltd.Theory Questions ize hee et Pee 1. An ..«se« 18 one in which Call Center agents make calls to customers on be- half of a business or client (bound Call Center/outbound Call Center) 2. The do customer support, online help, bookings, placing orders, fesolving is- suesiqueries ete . (inbound Call Center/outbound Call Center) 3. The do telemarketing, debt coilection, sales, fund raising and other work that requires proactive contact with customers. (inbound Call Center/outbound Call Center) 4. An is one that exclusively or predominately handles inbound calls. (inbound Call Center/outbound Call Center) 1.4.3 Customer Care Executive (CCE) Acustomer care executive is one who essentially belongs to an organisation or service center and works as a bridging force between the customer and the organisation. He tries to meet the needs of the customer within the ambit of the management Customer Care Executives use their skills and experience to ensure that a company delivers the highest standards of service to customers and on the basis of it, create a positive perception of themselves as well a8 the company.CCE is the most enlical contact point forthe customers to Build a long lasting relation or loss relation, The CARING Approach C- Courteous A- Alive and Energetic R- Responsive L- Informed N- Never says ‘NO” G- Guides Right Theory Questions < : ; Pee 1. Which of these form a part of the role of a CCE? 2) Developing good customer relations b) Handling customer complaints ©) Good product knowledge 4) Resolve customer queries ¢) Technical knowledge 1) Follow up with the customers 2. Write down few skills which are according to you very crucial in a CCE's Job. © 2014 Unifiers Social Ventures Pvt: Ltd, 17.Key Learnings > ~ — Understand the difference between inbound and outbound Call Centre Know the role and Importance of Help Desk Identity the role of a Customer Care Executive Know the skills required for the effective performance of CCE Understand the work of a Call Centre ween — 18 —__________ © 2014 Unifiers Social Ventures Pvt. Ltd.Unit Chapter 1.5 Customer Service and its Importance Chapter Objective > To understand concept of Customer Service and Its Importance. 1.5.1 Customer © The customer is the King. © Customers can either be Consumer customers or Business customers. © Increasing the customer base is the ultimate goal of every business since; “more the customers, more is likely to be the business profitability” 1.5.2 Customer Service © Customer service is ttie ability to provide service, the way it has been promised to the customers. © Itis the provision of service to customers before, during and after a purchase. 1.5.3 Importance of Customer Service © The objective of any organization is to fulfill the needs of a customer, hence customer satisfaction plays a vital role in any business. © Customers helps in meeting business objective Customers are a source of revenue generation for the business. Characteristics of Excellent Customer Service: ‘Communication ‘Supplying needed information in a clear/convenient way | Consistency Service provided should be the same everyday Dependability Doing, what is said to be done Friendliness Positive and supportive Fairness Trying honestly to do what is in the customer's best interest while keeping in mind the interest of company Fairness Occupation is a set of job roles under which role-holders perform similar/ related set of functions in an industry Flexibility Willing to adjust services according to customer's need Responsiveness ‘Moving quickly and effectively to meet Customer's needs and requests Respectfulness Not wasting the customer's time and listening without interruption Sincerity Being honestly and truly concerned with serving customer's needs. ‘Specialty Meeting specialised needs Sensitivity Treating customers important by being alert and caring Solving Problems. Taking action quickly and decisively 19— © 2014 Unifiers Social Ventures Pvt. Ltd.Theory Question cS —=—, 1, Mention rules that need to be followed for great customer service. Customer Service ~ Is It Important to you? Think about a time when you received excellent customer service. What made it so excellent? How did the individual or company make you feel special? 2. List all the things you can remember about the experience below. Be prepared to shave your experience with a partner. What makes a service, a good experience to you? 3. Now think about a time when you received appalling customer service. What made it so bad? Again list your recollections below and be prepared to share your experience with a partner. What makes a service, a bad experience to you? 4. Did you complain about the poor customer service? vs no LC] 5. Did you acknowledge the excellent customer service? ves [] ~ nw Key Learni a ey earnings < 1. Understand a customer and the concept of customer service 2. Know the ‘importance of customer service 3. Understand the skills required for good customer service — 20 © 2014 Unifiers Social Ventures Pvt. Ltd.Ba Key Concepts — ae eens eee lat) ee eee eut ery 1 1 ' ' Chapter 2.1 Stakeholders 1 ! fae ene antec ee Ear uae entre 7 F : -----4 Te a lnnd menace! i TELINO101/KB4 1 apter 2.; lobile Technologies : TELNO102/KB1 1 i ees 4 ' : t Chapter 2.3 Products and Services! TEUNO101/KA1 ' ' a a eect alae at tae ean ! . TEL/INO101/KA1 ' 1 Chapter 2.4 Documentation ! eet 1 ' ree eee eee a 4 : 1 TEUNO100/KA2 —— TELINO101/PC8 ' 1 | TEUINO100/KA3 ——- TELINO101/KA2 i 1 : TELINO100/KA4 ——-TELINO101/KA7 1 ! Chapter 2.5 Call Centre Specific 1 TELINO100/KA8 TELINO101/KA8 ! 1 Concepts 1 TEUNO100/KA9 TELINO101/KA9 i) : 1 TEUNO100/KA10 — TELINO102/PC5 ' i 1 TEUINO100/%KA11 — TELINO102/PC13, ; 7 | TEUNO100/KA12 — TELINO102/KA2 ' ' ' TeUNo101/PC5 = TELINO102/KB5 1 1 ' ' Meee eee ete Se eee eee ee lee a TEUNO100/KA11 —- TEL/NO101/KA10. 1 TEUNO100/KA12_- TELINO101/KA11 © 2014 Unifiers Social Ventures PVt. Ltd, << — 2]Unit Chapter 2.1 Stakeholders Chapter Objective » To understand the key people involved in the process 2.1.1 Stakeholders The key stakeholders in our job are © Customer - the person who buys our products/services © Employees - Other employees of our company like sales agents, sales executives etc. who sell the products/services : © Customer Care Executive — The one who provides customer service support to the company by interacting with customers over the phone Key Learnings ee The Stakeholder — 22. © 2014 Unifiers Social Ventures Pvt. Ltd.Unit Chapter 2.2 Mobile Technologies Chapter Objective » To know about the various Mobile and Data Technologies » To understand the concept of Call Routing 2.2.1 Technologies ‘There are two types of technologies in our business: 1. Mobile Technologies a) GSM b) CDMA 2. Data Technologies a) 1G b) 26 c) 3G d) 4G GSM . GSM stands for Global System for Mobile Communications; i's the world's most prolific mobile standard (a standard being a set of rules and suggestions about how a mobile network should work) GSM operates on 900 MHz, 1800 MHz and 1900 Mhz frequencies GSM is a chip dependent technology GSM handsets have to be loaded with a SIM card GSM Structural Design The GSM Network Architecture as defined in the GSM specifications has four main domains:- Mobile Station (MS) Base-Station Subsystem (BSS) Network and Switching Subsystem (NSS) Operation and Support Subsystem (OSS) Call Routing Process GSM System Components Mobile station is a combination of mobile equipment and SIM card. © 2014 Unifiers Social Ventures Pvt. Ltd. 23 ————- 24 ‘The Base Station Subsystem helps in communicating with the mobiles on a network. It consists of two elements: BTS, BSC : BTS consists of hardware equipments like radio transmitters and receivers. The BTS transmits and receives data and voice signal from the handset till the mobile network. The BSC forms the next stage back into the GSM network. It controls a group of BTSs, and is often co-located with one of the BTSs in its group. It manages the radio resources-and controls items such as handover within the group of BTSs, allocates channels and the like. Network Subsystem is considered as the core network and has different elements. NSS provides main control and interfacing for the mobile network. Main functions of NSS are call controlling, charging, mobile management, signaling and subscriber data handling. Major elements include MSC, VLR, HLR, AUC and EIR Mobile Switching Centre MSC is responsible for controlling calls in the mobile network. It identifies the origin and destination of a call as well as the type of call. MSC acting as a bridge between a mobile network and a fixed network is called gateway MSC. Network Switching Subsystem Home Location Registers - HLR is a database which has information about the subscriber Identity numbers, subscriber services and their locations. ‘When the user switches on their mobile phone, the phone registers with the network to identify which BTS is it communicating with to route the calls appropriately. Visitor Location Registers VLR js the database which comprises information about subscribers currently being in the service area oF MSC/VLR, Visitor Location Register is integrated with the MSC and arries out location régistrations and updates. CDMA . CDMA stands for Code Division Multiple Access—in the context of cell phones and mobile networks, people tend to use it interchangeably to refer to two different mobile standards: CDMA One or CDMA 2000 Difference between GSM and CDMA Main difference between the two technologies is air interface i.e. the interface between your device and the base station . The core network side of both the technology is same. Data Technologies 1, 1G is the first generation Cellular Network that existed in 1980s. It transferred data (only voice) in an analog wave. However, it had the following limitation: © No encryption © Poor sound quality © Low speed of transfer 2. 2G is the second generation technology which introduced the concept of digital modulation which meant converting voice (only) into digital code (in your phone) and analog signals. Being digital helped overcome some of the limitations of 1G such as it omitted the radio power from handsets thereby making life more healthier and it had enhanced privacy too. 3. 3G is the current generation of Mobile Telecommunication Standards. 3G allows simultaneous use of speech and data services. It offers data rates of up to 2 Mbps. 3G includes services like video calls, Mobile TV, Mobile Internet and Downloading. There are bunch of technologies which fall under 3G {ike WCDMA, EV-DO, HSPA and others. 4. 4G is the latest generation of mobile data connectivity built on the foundations set by.3G. 4G offers a faster and more reliable connection. 4G offers features like downloading movies or music, streaming YouTube videos and uploading images to Facebook at a much faster speed than 3G. 4G is a quicker and easier technology as Compared to earlier ones. © 2014 Unifiers Social Ventures Pvt. Ltd.Theory Questions c Se State True or False 1, MSCis the heart of GSM network. 2. Mobile station is a combination of mobile equipment and SIM card. 3. GSM is not a chip dependent technology, 4. CDMA stands for Code Division Multiple Access. Key Learnings 1. Understand the concept of GSM and CDMA. 2. Understand the GSM Structural design 3. Understand the various data technologies © 2014 Unifiers Social Ventures Pvt. Ltd. 2aUnit Chapter 2.3 Products & Services , Chapter Objective > To know various offerings such as Prepaid, Postpaid, Value Added Services etc. 2.3.1 Prepaid Services © ‘Prepaid service is the Pay As You Go service wherein the-users buy a'recharge balance from the provider as per his requirement. © Users can only use these services up to the available balance amount post which they won't be able to make calls out. © Roaming, STD, ISD services aré pre-activated in prepaid connections * "As per TRAI regulations w.e.f 22nd March ‘13, Services to any Prepaid Mobile connection will be deactivated for subscribers with less thari Rs.20 balance and if there is no usage i.e. without any usage (incoming or outgoing voive/video calls, Outgoing SMS, Mobile Intemet / Data usage, VAS usage or purchases with balance) for 90 days. Prepaid Mobile connections can be reactivated within grace period of 15 days from the date of deactivation, by making payment of Rs.20 Prepaid Plans (Indicative) MRP (Rs ) Rs.55 Rs. 45 Rs. 10 Rs. 13 Rs. 41 Initial Talktime 1240 le as° 3 hs hie ‘SIM Card Validity “Juifetlong [Lifelong Lifelong [Lifelong _| Lifelong ne Ther Local call rates 3 IC-to-ABC calls. 1.2pisec | 1 Gpisec bisec LPpisec | 4-5pisec [AREAS Mobiles ‘psec [3zpisec _|2pleec sec | Wpisec To Landlines ipisec psec | Zp/sec Lapisec | 4Bp/sec pgelsee _|37 EZ [350i 7 STD cali rates ye 4 1b o ap ‘ABC+0-ABE calls ~ [Mersec [ones [aisec [t2pisec | 1-6p/sec BR /Other Mobiles 1.2pisec | 1.2pisec . | 2p/sec 1.2pisec | 1.5p/sec To Landlines [f2pisec [1.2pisec | 2pisec T2plsec | 1.5p/sec 1SD call rates USA & Canada; SE Asia, Landine|Rs6.4 | Rs64 Rs64 Rs 6.4 Rs6.4 numbers in Australia Middle East including UAE and Saudi| Rs 11 Rs 11 Rs 11 Rs Rs 11 Arabia ‘All other countries Rsi5 [Rs 15 Rs 15 Rs 15 Rs 15 —2% © 2014 Unifiers Social Ventures Pvt. Ltd.Satellite Calls Rs650 [Rs550 |Rs550 [Rs550 [Rs 550 SMS Lgcal/SMS Rs 1 Rs14 Rs 1 Rs 1 Rs 1 National SMS Rst5 [Rst5 Rs15 Rs 1.5 Rs 1.5 Intgipational SMS Rs5 Rs5 Rs5 Rs5 Rs5 Lifetime Validity Lifetime for all Circles except J&K, Assam and North East Validity up to the license period & Minimum recharge of Rs.200 in every 180 Days. For J&K Assam and North East Circles: © Validity is 90 Days ‘© Minimum recharge of Rs. 100 every 90 days to get 90 days extension in validity. Validity extension shall be subject to the permission granted by DOT to run prepaid services in these Telecom Circle. Pack Details Recharge Amt. Benefit Validity ‘SMS Pack 23 Rs 150 Local National 14 Days 29Rs 300 Local+National 21 Days 49Rs 500 Local+National 28 Days internet Pack 26 18 Rs 90 MB 3 Days 25RS 125 MB 5 Days 74 RS 400 MB 14 Days | 98 Rs 500 MB 20 Days 149 RS 1B 30 Days 197 RS Unlimited 30 Days Intermet Pack 3G ORs 25 MB 1 Days 44 Rs 150 MB. 5 Days 255 Rs 16B 30 Days Service Name Procedure Conditions Loan “141M0# then press 1 for] i, A/c balance is not more than 1 confirmation , Rs Not taken any loan before 3. Customer will get 10 Rs balance 4. operator will deduct 12 against 10 Rs balance To check Balance and validity |*123# For balance enquiry toll free service while roaming also Recharge procedure Through Retailer E- Recharge Paper Coupon *121°3"14 Digit Pin No. # Through Website WEBSITE ADDRESS OF RETAILER © Short codes may vary from one service provider to other © 2014 Unifiers Social Ventures Pvt. Ltd. 7—© The character length of a Sms is 160 Characters includes space and special character (both pre & post paid) As per TRAI only up to 100 messages are charged at concessional rate, beyond which customer to be charged @ minimum of 50 p. (both pre & post paid) © Charges of SMS pack is not applicable on messages sent on special numbers like news polls quiz etc. 2.3.2 Postpaid Services : © In postpaid services users first avail the service benefit and then pay for the services. © Service presets a dynamic credit limit of the customer, defined on the basis of customer association, security deposit and usage. ©. For certain services like iniemational roaming or to increase credit limit, customer has to make security deposit. ‘* Based on the bill cycle dates, a bill is generated at the end of each month and the users get a grace period for payment of these bills. Once the grace period elapses, the outgoing services are automatically barred, services can also be barred if customer exceeds credit limits. © Postpaid services also offer the benefits of value added services like Intemational Direct Dialing, Voice Mail, Message-Mate Packs. Postpaid Plans (Indicative) [Postpaid Plans__| Plan 1 Plan 2 Plan 3 Monthly Rental 899 1299 1599 4000 Local + STD Mobile | 4000 Local + STD Mobile] 10000 Local + STD Mins + 1000 Roaming|Mins + 1000 Roaming] Mobile Mins + Roaming Mobile Mins Mobile Mins Mobile Mins FaT/Discounts 5 GB of 3G Data]8 GB 3G Data (overage (Overage 3p/10kb) 3p/10kb) 450 Local + National}450 Local + National]1000 focal + National SMS SMS SMS Local (Rs. per Min) ABC-ABC 0.3 0.3 0.3 ABC-Local Mobile. 03 03 0.3 ABC-Landline 0.4 04 06 ‘STD (Rs. per Min) Onnet 0.5 05 06 Offnet 05 05 0.6 Land Line 05 05 0.6 1SD (Rs. per Min) ‘Standard tariff for all Countries National Roaming tariff (Rs. per Min) Local Out Going 1 1 1 STD Outgoing 15 15 15 All Incoming 4 1 1 International Roaming __| Standard Tariff Standard Tariff ‘Standard Tariff — 28 © 2014 Unifiers Social Ventures Pvt. Ltd.‘SMS (Rs. per SMS) Local 03 [03 05 National 04 04 05. 1SD 5 5 5 Barring of Outgoing Calls Barring refers to outgoing service barred by operator. Reasons for outgoing call barring are as given below: 1, Postpaid 7 f ~ © Non payment of bill © Exceeding credit limit 2. Prepaid. Docements not submitted ‘* Documents not clear (e.g. if customer's photo not clear in CAF or does not match PO!) 2.3.3. Roaming Roaming is a general term referring to the extension of connectivity service in a location that is different from the home location where the service was registered. Roaming ensures that the wireless device is kept connected to the network, without losing the connection Prepaid Roaming ‘* Both National and International roaming service is pre activated , ‘* No Security Deposit Required ‘© As per TRAI In Prepaid roaming services are not available in J&K and North East. Postpaid Roaming * National Roaming is pre activated © For International Roaming, customer gives request for activation with security deposit. Charges and Process of activation may vary from one service Provider to Other Note:- © Charges of special or promo Packs (SMS/Calls) are not applicable While roaming Internationa! roaming requires Tri Band Handset Charges Rates For National Networks : Calls (Rsiminutes) tncoming calls 0.75 Outgoing calls Local calls ; 7.00 STD calls 7.50 SMS (Rsimessage) Qutgoing Local SMS 7.00 [Outgoing National SMS. 7.50 ‘Outgoing International SMS 5.00 © 2014 Unifiers Social Ventures Pvt. Ltd. 29. ——-—w Incoming SMS Free Data Charges Internet Browsing rates 2p/10 KB. Prepaid Roaming Pack © MRP5 © Validity~1 Day ‘© Benefits: Incoming calls Free Post paid Roaming Pack © Rent-Rs 75 © Benefits: Incoming calls Free Note:- Charges may vary from one service provider to other 2.3.4 Value Added Services 1. Services which are beyond standard voice call services are known Value Added Services. 2. Mobile Value Added Service can be categorised as ~ a) SMS Service b) Information Service News alerts, stock prices, air/rail ticket status, bank account balance/transaction alerts etc ©) Entertainment Service Songs, ringtones, callering-back tones (CRBTS), wallpapers, games, jokes etc 4) M-Commerce Service M-Payment, M-Banking ete Note: Charging of sending SMS on special number e.g. 57827 are rs. 3 per SMS. 2.3.5 Data Services 1. MMS: 2. GPRS 3. Pocket Internet mms ‘© MMS stands for Multi-Media Messaging Service ‘* Multi-Media Messages allows the users to exchange pictures on the GPRS enabled handsets GPRS © GPRS stands for General Packet Radio Service * GPRS allows the customers to use internef services both on the mobile as well as on the PC © GPRS allows multiple users to share same air interface resources simultaneously © 2014 Unifiers Social Ventures Pvt. Ltd.Pocket Internet Benefits are: * Portability © High Speed Mobile Broadband Service 2.3.6 Call Management Services Call Management includes: Call Waiting Call Hold CLIP & CLIR Call Divert/Call Forwarding Call Conference Call Filter Call Barring cl Call Waiting This service is pre-activated on mobile phone. To activate this service ask the customer go to phone menu and activate Call Waiting, Procedure to use Call Waiting To start enter *43# To stop enter #43# To reject the waiting call enter 0 To put your current call on hold enter 2 To switch between calls enter 2 To end your current call and take the call on hold enter 1 Charges - This Service is Free of Cost Call Hold © This is a facility which is used to keep ongoing call on Hold - something like pause and make a new call or answer a call which is waiting. © This is a free service from the operators who support this feature, CLIP & CLIR The “Calling Line Identity Presentation (CLIPY" service enables the customer to see the phone number of the calling person. © This service is free in Prepaid. ‘© In Postpaid charges may vary from one Service provider to other The “Calling Line Identity ‘Restriction (CLIR)‘ service enables the customer to hide his number when calling another mobile. When CLIR is activated, instead of customer's phone number, a message {ike ‘Restricted number’ or 31 © 2014 Unifiers Social Ventures Pvt. Ltd.‘Incoming call’ is displayed on the screen/caller ID device of the phone customer's call, Availability of this facility is governed by Government of India regulations. This facility is not granted automatically, and operators reserves the right to grant this facility only to certain subscribers, based on fixed criteria. © Charges may vary from one Service Provider to other. Call Divert/Call Forwarding This feature allows the customer to divert an incoming call to a landline or to any cellular. Activation Procedure - Customer can divert his calls through Handset © Goto call Divert © Chose the Option ‘¢ Enter The number on which customer want to divertfForward Customer can select one option from his phone: ‘© Call Divert on “not reachable” © Call Divert on "busy" © Call Divert on “all calls” © Call Divert “if no reply’ Call Forwarding Short Codes: To forward all calls: © enter “*21*number #” to start call forwarding © enter “H#21#" to stop call forwarding To forward calls while Customer'is speaking to someone else: © enter “*67*number #” to start call forwarding © enter “##67#" to stop call forwarding To forward calls while Customer don’t answer the incoming caller within 30 seconds: © enter “*61*number#” to start call forwarding © enter “##61#" to stop call forwarding To forward calls while cell ptione Is switched off or is out of reach: © enter “““61*numbert” to start call forwarding © enter “##61#" to stop call forwarding To Cancel all Diverts/Call forward: © Enter ##002# © Goto ‘Call Divert’ menu and select deactivateicancel option Charges - Call forwarding is a free service from all the operators except the normal call charges apply when a forwarded call is answered. Call Conference 7 © With this Service Customer can talk with up to 5 different people at a time © Each person to whom Customer call can add up to 5 more participants © Charged as a normal call according to tariff to each individual call © Insome Circles, This Service is not available for Prepaid customers Call Filter It is a special service. but not provided by alll the operators to filter or block calls from certain blacklisted — 32 ‘© 2014 Unifiers Social Ventures Pvt. Ltd.om {881 xXXXXK1 Xess ‘Step 6: ‘13 wad move poacte ote Conteronoe Setow tape 300 $ epen You canecsuoto Secrepetcets 5 numbers without knowing the actual status of your number to the blacklisted numbers. Charges - Monthly Rental charges may vary from one service Provider to other. Call Barring This is a Network (Operator) supported feature which can be easily activated/deactivated via handset menu (ultimately if options appear in menu, phone should also supports this feature) if available using the 4 digit default password which is set by the network usually 0000 of 1234 or can also be activated and deactivated via USSD codes provided by the operator. ‘* This feature allows the customer to bar incoming and outgoing calls ‘© This is a security measure to prevent the possible misuse of cellular phone. © Customer can selectively bar all incoming calls or all outgoing calls as well as outgoing ISD calls. Customer cannot selectively bar outgoing STD calls. cI : Ithelps the customer to know the callers and time of the calls, who tried to call him when customer's phone was switched off or phone run out of batteries, or out of network coverage. 237 DND/NCPR (National Customer Preference Registry) This service allows customer to avoid all the unwanted advertising / commercial calls or messages'on his Mobile from telemarketing, marketing agencies & all others. How to register /activate DND (now NCPR)? ‘* Customer can activate by either SMS or Calling 1909 from his mobile number. © 1909 is a toll-free number * Ittakes 7 days for any request to get processed ‘© 2014 Unifiers Social Ventures Pvt. Ltd. 33 —_—Options and categories of NCPR. * Fully Blocked Category - If Customer doesn't want any commercial|communications at all on his mobile, neitfiér asa SMS oF voice call. Send SMS [START 0 Call |1909 © Partial Blocked Category - If Customer wants to get commercial con|municatiohs by SMS of his preferred ” category and block rest of all. in this category all commercial voice calls will be blocked and only messages will be delivered. below is the category list'- | “1, Banking - Insurance ~ Financial Products - Credit Cards | 2. Real Estate 3, Education 4, Health 5. Consumer Goods & Automobiles 6. Communication - Broadcasting - Entertainment — IT 7. Tourism For e.g. “START 1” for receiving SMS relating to Banking / Insurance / Flnancial Products /Credit cards+ If Customer wants to subscribe for multiple categories, then in sms; separate the numbers with a comma. Le., START 2, 4, 7. De-Registration of DND (now NCPR) De-Registration or de-activation of DND will make Customer receive all kind of unwanted commercial calls and messages again. i ‘Send SMS | STOP to 1909 Call | 1909 For partial de-registration: Send SMS. [STOP 1 to 1909 DND Complaint registration process DND registration (now NCPR) helps customer to stop receiving unsolicited! unwanted commercial and promotional calls and messages on his phone. Even if customers registered for DND, sometimes he will receive commercial / unwanted calls and messages on his phone. if so, bustomer can register a complaint with his mobile operator. DND (now NCPR) Compliant Registration Proce#ure are given on the next page: Important note before compliant Customer lias to register a complaint from the mobile or land-line number; he received unwanted / unsolicited calls or message. | Within three days of receipt of the unwanted / unsolicited commercial or promotional calls or messages, Customer should give a compliant. Registration of DND complaint by SMS to 1909 To register a complaint for receiving an unwanted/unsolicited communicatidn, send SMS to 1909 in the below format: COMP TEL NO XXXXXXXXXX, dd/mmiyy, Time hh:mm XXXXXXXXXX should be replaced by the telephone number or a header of the unsolicited call or — 34 —_______- 0 2014 Unifiers Social Ventures Pvt. Ltd.message you received on your phone. You will be receiving an SMS confirming your complaint registration with unique compliant number and within 7 days of the complaint, you will be informed of the action taken on your complaint. ’ Examples:- Example 1:- Customer has received an SMS from DM-IAMU on 30th Sep'11 at 2pm. Then complaint SMS will be "COMP TEL NO DM-IAMU, 30/09/11, Time 14:00” and send it to 1909. Example 2 Customer has received an SMS / call from 9123456789 on 1st Oct’11 at 11.35am. Then your ‘complaint SMS will be “COMP TEL NO 9123456789, 01/10/11, Time 11:35” and send it to 1909. Registration of DND complaint through voice call to 1909 Dial 1909 from mobile and choose to speak with customer care executive to register a complaint for receiving unwanted unsolicited commercial SMS or call on phone, even if customer registered for DND (now NCPR) CCE stiould take following details of the unsolicited call or message, from customer:- 1. Company / Brand / Telemarketer details 2. ‘Teléphone number or the SMS header of the call / message received 3, The date and time ofthe call 4, Description of the call or the message - Then the customer care executive will register a complaint and provide a unique compliant number. Within 7 days of the compliant, customer will be informed about the action taken. Key points to remember in DND 1. DND (now NCPR), wil never block any of customer solicited communication like Bank alerts SMS, Bank communications, Ticket online booking confirmations etc 2. Each DND (now NCPR) request takes 7 days for the process and a confirmation SMS will be sent to customer in 24 hours. 3. There should be minimum 3 months gap between previous DND request or tegistration for.a new request. 4, 1909 is a Toll-free number, no charges applicable. 2.3.8 MNP (Mobile Number Portability) Mobile Number Portability means the facility which allows a subscriber to retain his mobile telephone number when he moves from one Access Provider to another irrespective of the mobile technology or from one cellular mobile technology to another of the same Access Provider within in a licensed service area. The portability process involves three parties- (i) the subscriber interested in moving, (ii) the Donor Operator or service provider from whom the subscriber wants to move and (ii) the Recipient Operator (New Service Provider) to whom the subscriber wants to move. : ad re) -48 PORT (Mobite No.) (ess pe beesss) © 2014 Unifiers Social Ventures Pvt. Ltd, ——_—___— 35 ——pens 10. On the ground of subsisting contractual obligations Withdrawal of a porting request A subscriber may withdraw his porting request within 24 hours of making a recipient operator in writing. However, the service provider is not obliged to 1 Porting Procedure A subscriber desirous of porting his mobile number needs to:- * Contact Recipient Operator (RO) to whom he wants to port his mobil . . © Obtain ‘Unique Porting Code’ (UPC) by sending SMS from the mob| UPC send SMS to number ‘1900’ with the text ‘PORT’ followed by sp number to be ported. It may be noted that the UPC so obtained will areas except J&K, NE & Assam Service Areas where it will be valid foy Note: As pre-paid SMS is not permitted in Jemmu & Kashmir the subscrib The operator at ‘1900’ will provide the UPC after verifying subscriber nur © Submit the duly filled Porting Form and CAF along with documentary ‘© Apost paid subscriber should also submit a paid copy of the last bill al © Obtain new SIM card from the Recipient Operator Eligibility for porting 1. Asubscriber holding a mobile number is eligible to make a poiting req of activation of his mobile connection. If a mobile number is already p be ported only after 90 days from the date of the previous porting. At the time of porting request, a post paid subscriber is required to already paid all the dues as per the last bill to the Donor Operator a Obtain Customer Acquisition Form (CAF) & Porting Form from the R.D. Read the eligibility, permissible grounds for rejection of porting requests and other conditions carefully. lle number to be ported. To obtain number. 102 followed by the 10 digit mobile @ valid for 15 days for all service 30 days. r has to dial ‘1900'to get an UPC. er with CL. roof to the Recipient Operator. Ing with Porting Form and CAF. lest only after 90 days of the date rted once, the number can again sin an undertaking that he has id that he/she would be bound to pay all the dues to the Donor Operator till its eventual porting and agrbes that in event of non-payment. of any such dues to the Donor Operator, the ported mobile number is bb liable to be disconnected by the Recipient Operator. In the case of a pre-paid subscriber, he needs to give an undertaking th of porting the balance amount of talk time, if any, would lapse. Grounds for rejecting porting request Porting request can be rejected under the following conditions 4, Ifthe outstanding payment is not Clear 5. connection. If change of ownership of the mobile number is under process. If the case related to the mobile number sought to be ported; is sub-judi Ifthe mobile number sought to be ported has been prohibited by a Court If the unique porting code mentioned in the porting request does not mal allocated by the Donor Operator for the mobile number sought to be porte if it has been made before the expiry of a period of ninety days from| it he understands that at the time the date of activation of a new e. of Law. Ich with the unique porting code id or validity of UPC has expired. tequest for porting by informing fund the porting charges paid. © 2014 Unifiers Social Ventures Pvt. Ltd, =~Porting time The TRAI regulation envisages a: maximum time period of 7 working days for the completion of porting " process in allicensed service areas except in the case of J&K, Assam and North ast licensed service areas where the maximum time allowed is 15 working days: Theory Questions » To understand the key concepts that are specifically related to CCE job. 2.5.1. Attendance and Time in Office Office Timings © CCE should reach office on time, ©" Ideally one should be in office at least 15 minutes before the start of the shift. © The office duration is generally 9 hours in a call centre, Call Login Hours In most organizations, login time is generally 8 hours. ‘© Login time is the time during which an executive is logged into the system and is ready to take calls or is taking a call. Login time also includes hold and wrap time. Timing For Call (Time Zone) © Operation hours of a company should be in tandem with the time zone of the customers who are being - serviced, For example in case clients require us-to serve the US customer base, then the call centre staffing should be mapped as per the US time zone ‘© Holidays of the call centre staff generally depends on the geography of the customers being serviced. For example : in case the area of service is South India are being serviced, the list of holidays relevent to South India. 2.5.2 Call Centre Metrics «Average call handle time (ACHT) is measured by the’call duration of customer care representative. The fawar the ACHT, more is the profitability of business ¢- AHT refers to average hold time. It indicates the duration for which the executive has placed the customer ‘on hold. ‘¢ ACHT’s importance to the company is strictly financial and is directly related to the Service Level ‘Agreement. Higher ACHT impacts business profitability, hence, it is important to address the customer queries in a timely manner. 0 2014 Unifiers Social Ventures Pvt. Ltd. 4© AUX refers to Auxiliary work state,|t indicates to time the call center ‘on wrap-up or other contact-related events. Some call center's use jent is unavailable but not working \ux (or equivalent) with codes that indicate where the call center agent's time is spent -- breaks, lunch, tjaining, special projects, etc. * CSAT Surveys: Customer Satisfaction surveys are customer satisf by the company in the wake of involve their quality department in or the customers. In telecom call center post call CSAT message ser disconnects. this CSAT message used to determine whether custome! experience. e.g. text message sent to the customer: “Hi, just spoke to. happy with the experience. Reply toll free with 'Y’ or 'N’. 2.5.3. First Call Resolution (FCR) tion surveys which are rolled out r to obtain a direct feedback from it to the customer after the agent are satisfied with their call center BC_9236. Let us know if you were First Call Resolution Satisfied Customer Teeter 0] Profitability 2.5.4 Service Level Agreement 1, SLA takes place between the end client and the service rendering party 2. SLAinvolves: a) Answering certain number of calls in a defined weight threshold. For axample: x-percent of calls need to be answered in y seconds or less FCR- First Call Resolution Results in b) Service level is the most important speed-of-service measure in a call ceritre 2.5.5 Response Time/TAT Turn Around Time tis mandate to inform the TAT of request/complaint to the customer. 1. TAT For Complaints Turnaround Time is the time elapsed between complaint registered and complaint resolved 42 ‘© 2014 Unifiers Social Ventures Pvt. Ltd.2. TAT.For Processes, Products and Services Might vary from provider to provider. However, general requests like voice mail activation, international dialing activation takes around four hours post which customers power cycle their handsets to avail benefits of the services 2.5.6 Customer Retention In telecom call center, if customer wants to disconnect his connection and CCE is not able to satisfy the customer, CCE can transfer customer's call to the retention helpdesk. ‘© Unhappy customers think about leaving the services of the company and move to competitors offerings ‘© Customer Retention is linked to customer satisfaction ‘© Dissatisfied customers can pose a threat to the company's brand thereby impacting company's goodwill and profitability Dissatisfied customers need to be handled with care Telecom companies generally form a special helpdesk to deal with these kind of customer and have special offers in stored for them 2.5.7 Know your Service Offerings Ensure that you have a full knowledge of all the offerings of your organiz This is important because customer will have queries. This is the time when you need to be fully equipped with the essential knowledge. This makes the customer confident in your products or services. This also ensures that you do not make a wrong service offering to the customer. © 2014 Unifiers Social Ventures Pvt. Ltd. 43Theory Questions Ke : I we Fill in the blanks. 1. The office duration is generally 2st : --sssi§ the time during which an executive is logged into the system and is ready to take calls or is taking a call .... hours in|a call centre. ald and are the twa code of ethics. ACHT refers to ... indicates the duration for which the exebutive has placed the customer on hold. 6. - CSAT Surveys can be rolled out via ... OF itp the form of text messages. Tee isthe time elapsed between complint registered and complaint resolve 8. Customer Retention is linked to customer .. 9. Your company has launched a new scheme for their customers. How will you ensure that you are fully informed about the service. Key Learnings ft 1. Importance of customer retention’ 2. Understand the call log in time and the concepts of ACHT and AHT, © 2014 Unifiers Social Ventures Pvt. Ltd. seals eee eeeeUnit Chapter 2.6 You at the workplace Chapter Objective » To understand the importance of Workplace Ergonomics 2.6.1 Workplace Ergonomics Workstation Essentials Office Furniture © Adjustable and supportive chair © Afixed height desk with a height adjustable footrest, or, an adjustable desk Monitor © Top of screen is at or below eye level © Monitor positioned to reduce glare and reflections © Frequent changes in posture and regular breaks from sitting © Sufficient work surface © Sufficient area to enter and move about the work area and allow for frequent changes in posture © Storage for personal items and work requirements ci Work environment Satisfactory temperature Not too noisy Appropriate lighting Good air quality coe ee 2.6.2 Workplace Timings CCE gets one hour break.during the entire day. The orie hour break is divided into three intervals which include two short breaks of 15 minutes each and one long break for lunch/dinner of 30 minutes. ‘© 2014 Unifiers Social Ventures Pvt. Ltd, 45,{Theory Questions = (EEE EEE EEE EEE \. 1, What is Workplace Ergonomics? e ; | Skills Practical a pest 7 |. Make groups of four, one participant from each group works on his cbmputer and the other three make observations on his posture - sitting, back position, hand, arm, elboW, etc. All the groups then finally discuss their observations. Key Learnings 1 2.. Workstation essential 3. Rest at work Concept of workplace ergonomics |— 46 —————_____. © 2014 Unifiers Social Ventures Pvt. eta& Soft Skills and Professional Skills Unit Cay eee MUS SU La) UT Reng CuLy TELINO100/KA4 TELINO10 Chapter 3.1 Telephone Etiquette {_TELNOTOOKB2 : 7777" TeUNoTéoIs82” 777" Chapter 3.2 Dealing with Different Types of Customers | TEUNO101/SB2 aoe ote cro 1 _TELINOI02/SB2 _ Chapter 3.3 Respect at the Workplace 1 TELINO100/KA6 ae parecMaNoUseS Sooo TELINO1O0IKAS —TELINO101/KAG TELINO100/KA7 TELINO102/PC10 TELINOIOKAS =TELINO102/ PC11 Chapter 3.5 Communication Skills TELINO100/SB1 TELINO102/KA5 TELINO101/SB1 TELINO102/SB1 TELINOT00/S83 “TEL/NO01/SB5 TELINO100/S84 - TELINO102/SB3 TELINOIO0/SB5 TELINO102/SB4 TELINOIOV/SB3 TELINO102/SB5 TEUNOI01/S84 TELINO102/SB5 0700/8895 ~ “TELINDTO1/SBT0 TEUNO100/S810 TELINO102/SB10 TEUNO101/S89__TELINO102/S811 TTEUNOTO0ISB6 | “TELINOTOT/SB8 TELINO100/S87 TELINO102/SB7 TEUNO100/S88 TELINOTO2/SB8 TELINO101/S86 TELINO102/S89 TELINO101/S87 TELINO100/SB13 TELINO100/SB15 + TELINO100/SB14 TELINOTOO/SB16 + Chapter 3.6 Assertiveness and Decision Making Skills Chapter 3.7 Customer Centricity and Service Orientation r iers Social Ventures Pvt. Ltd, >_> 47 ——Unit Chapter 3.1 Telephone Etiquette Chapter Objective > To understand Telephonic Etiquettes required for a CCE 3.1.1. Telephone Etiquette The customer's impression of a CCE and the organization is influenced entirely by what a CCE says and, even more so, by how he/she say it. The voice reveals what a CCE thinks and feels regardless of what words he/she uses. © When picking up the phone, introduce your Company and yourself to the caller. © Avoid using slangs. Make use of phrases such as “May | help you", “You are welcome’, and “Thank you". Put the receiver down gently. Never slam the phone. Always speak clearly so that the other person can understand what you are saying. When transferring calls, make sure that you are well versed with the procedure for call transfers. When placing a call on hold, inform the caller for the same. Use the name of the person you are transferring the call to, : © Always adopt a pleasant tone of voice and be attentive. © Don't interrupt the caller when he/she is speaking, © When initiating a call, spend a few moments to mentally prepare yourself so that you know what reed to be said / discussed. Ways to Sound as Good as You Really Are! © Alertness - Show that you are wide-awake, ready to engage in a conversation © Pleasentness - Put a smile in your voice. © Naturainess - Use, simpie, straightforward language; avoid technical termsistangs. © Distinctiveness - Speak directly into the phone; use a normal tone of voice, the louder you are, the louder everyone else becomes. © Expressiveness - Talk at a moderate rate and volume, but vary your voice tone. -© 2014 Unifiers Social Ventures Pvt. Ltd.Theory Questions 1. When you answer the phone, you need to say your name and....? a) The name of the company b) “Hello” c) How are you today?” 2. Why are telephone greetings so important? a) tis the first impression b) It shows that you are happy ¢) Itshows that you are polite 3. When putting a caller on hold, what do you need to say or ask? a) May | please put your call on hold? b) ‘Would. you like to be put on hold?” c) “I apologise for the inconvenience” 4, While transferring the calls what is better? a) ‘Transferring the customer's call directly to the other department/person b) Connecting with the other department/person yourself, explaining the customer's query/complaint and then personally introducing the customer to the other department executive. 5. You are a CCE of an inbound call centre. How will you open a call with the customer when he calls you? Key Learnings a Y 1, Basic Etiquettes required for making/attending calls, 2. Opening/ Closing calls, 49 -—— © 2014 Unifiers Social Ventures Pvt. Ltd..Unit Chapter 3.2 . Dealing with Different Types of Customers Chapter Objective » To understand customer behaviour and dealing with them according to the situation and their mood. 3.2.1 Customer behaviour - When dealing with aiy customer, you should consider factors that may be affecting their behaviour. Choosing the correct way of approaching these situations can greatly increase the chance of a positive outcome, and ultimately make your job more satisfying Angiy Customer Aslight mistake has made this customer mad. How to handle? © Let the customer finish talking. Don’t interrupt. Use the pressure cooker method. © Be firm and polite else they may not be happy. Demanding Customer The cystomer who wants more than you can offer. They are not easily satisfied, How to Handle? © Be firm yet polite. Be professional. ©” Avoid being too docile but not rude. Passive Customer The Customer who listens to you. Is quite meek and extra polité. Will sound apologetic when complaining. How to handle? © Listen carefully what they have to say. ‘© Sound professional and don't brush them aside. © Gain their confidence. Dealing with Complaints Bena eee © Take a deep breath You are through to the wrong department © Keep your voice enthusiastic and friendly | @ It's not my fault © Listen to what is being said © I didn’t deal with this © Take notes * We are having lots of problems today, ‘© Get the customers name and telephone you are the sixth one number Loose your temper © Iforganization is at fault, apologise © Appeal for sympathy © Never give excuses © Jump to conclusions © Ifyou promise something, do it © Interrupt —— 50: © 2014 Unifiers Social Ventures Pvt. Ltd.Theory Questions Sete o (eee eee eee 7 How will you handle a customer who 1. Feels that you are trying to foo! him with your products/services. 2. Does‘nt know what he wants from the services 3. Knows everything about the service and is angry because of something ee orp ; Skills Practical c i es oe SSBBESSEEES What will you do in these situations: 1. Anangry customer, who feels let down by Service offered by one of the CCE, is demanding an apology by CCE 2. Customer has called up to deactivate the ring tone which was earlier activated against his wish. The issue has not been sorted out in last 31, days 3. Customer wants to change his plan and is not able to decide which plan to choose, help him choose the right plan Key Learnings aeons eee ee ee eee ere 1. Types of customers 2. Understanding their behaviour 3. Managing the customers according to their behaviour rr © 2014 Unifiers Social Ventures Pvt. Ltd, eee ¢Unit Chapter 3.3 Respect at Workplace Chapter Objective > To understand thi portance of Respect at Workplace. 3.3.1 Respect at Workplace Why do we need respect in the workplace? . Improve team commiinication Strengthen employee retention © Enhance organizational health Increase morale ¢ Reduce absenteeism Create stronger corporate culture and reputation ‘* Increase productivity SS eee Theory Questions eae 1. How can you demonstrate respect at workplace? List down five actions points 2. Demonstrate the following : a) Your collegue is not feeling well and has to immediately leave from work. What do you do? 6) One of your team members is facing a technical problem during his calls. What do you do to help him? Key Learnings ———— 1. Respect for Self, others and environment 2014 Unifiers Social Ventures Pvt. Lt, OOUnit Chapter 3.4 Time Management and Being Organised Chapter Objective > To understand the importance of Time Management and Organised at Workplace 3.4.1. Time Management What is Time Management? @ Time Management refers to managing time effectively so that the right time is allocated to the Urgent and Important Matrix an wore right activity. © Effective time management allows individuals to assign specific time slots to activities as per their importance. ‘© Time Management refers to making the best use of time as time is always limited. ‘Time Management includes: 1, Effective planning Setting goals and objectives Setting deadlines Delegation of responsibilities Prioritizing activities as per their importance | Spending the right time on the right activity awaen 3.4.2. Being Punctual Strengthens and reveals your integrity Shows you are dependable Builds your self confidence ‘Shows your respect for others Shows your humility , 4.3 Being Organised Being more focused and goal-oriented Being more productive 7 Providing a good example for those that work with you and for you Working more economically, e.g. eliminating missed payments and late fees Reduction in work clutter and consequently reduction in stress Achieving a better work-life balance, which is very good for your health W eeeee om © 2014 Unifiers Social Ventures PV, Ltd, nn 53,Setting and reaching goals more efficiently Presenting a more positive business image and thus gain a better reputation “Appropriate prioritisation of tasks . Becoming more flexible and more creative ‘Achieving more energy and enthusiasm for what you're doing Finding freedom from chaos and disorder Reduction in obsolete or unneeded items Increase in income from attention spent on bringing in ‘new business and maintaining current customer. satisfaction ee Theory Questions 1. List down: your activities for a day. Then arrange them on the basis of their priority. Identify what is important and what is not so urgent 2. What can you do to make sure that you are managing your time efficiently. © Prioritize © Work on the things timely Key Learnings 1. Importance of Time Management 2. Importance of being punctual and managing breaks 3, Arranging your workstation and being organised 5A. © 2014 Unifiers Social Ventures PVt. Ltd, —_—_—_— 5Unit Chapter 3.5 Communication Skills Chapter Objective > Tounderstand the portance of Communicat the Workplace: 3.5.1 Communication Skills : What is Communication Communication is the process of sending and receiving information among people. ‘© The purpose of communication is to get your message across to others. In fact, a message is successful only when both the sender and the receiver perceive it in the same way. Why is communication important? ‘© Critical element in your career and personal lives. © Inspires confidence Builds respect in business and social life © Helps make friends © Develops a distinct personality © Reveals your ability to others Essentials of good communication © Knowledge 1. Spontaneity in conversation 2. “Level of conversation Organising your thoughts Participating in discussions Body Language - show v/s tell Being a good listener - listening v/s hearing eoee © 2014 Unifiers Social Ventures Pvt. Ltd, a 55Theory Questions 1. Fillin the blank b) Verbal communication helps convey messages in an seosssee MANET. c) The response of the receiver is called .. do. is a barrier to effective communication. Skills Practical 1. Share an experience when you were angry with someone for not paying proper attention to you while you were talking. Key Learnings 1. Importance of Communication Skills 2. Effective Communication Skills 3. Barriers to Effective Communication © 2014 Unifiers Social Ventures Pvt. Ltd. — 56:Unit Chapter 3.6 , Assertiveness and decision Making Skills Chapter Objective > To understand the importance of Assertiveness > To understand the importance of Decision Making Skills 3.6.1 Assertiveness Communication Style ‘Sometimes a customer will demand special attention and will ask for every favour he/she can get. A CCE should be able to communicate clearly what kind of behaviour is acceptable and what is not. This doesn't mean putting a customer back in his/her place in an aggressive manner. A CCE is just communicating what he/she wants in a calm and assertive manner. Assertive individuals © Stand up for his or her rights while respecting the rights of others. © Communicate what he or she wants in a clear manner. © Have positive self-esteem and a good self image. Being Assertive ‘© While on phone use a pleasant firm voice, have clear pronunciation, maintain moderate speed and pitch, must have proper information. 3.6.2 Decision Making Skills ‘One good customer service skills you can have is the skill to make good decisions. When your customer fhas a problem you have to decide what action to take and how to fix it. If you don't do anything you'll have one grumpy client. You have to see what decisions has the biggest benefit. You have to ask yourself what choice will make the biggest positive impact. Always take action. ‘As a customer service representative you are responsible for helping the customer out as best as you can. Helping them out can mean’a lot of things. Maybe you only have to point them to certain facts. Maybe you have to patch him through to the right department. Either way you have to help the customer as best as you can. Anatomy of a Decision Step 1: Define the problem. Step 2: Reevaluate the situation Step 3: Gather information, TT © 2014 Unifirs Social Ventures Put. Ltd.Step 4: Think of alternaiives. Step 5: Choose an alternative. Step 6: Put your decision to work 1. Tick the Assertive statement Read the following statements made by Employee 1 to Employee 5. Now fick the assertive statements. Manager : Though it is 7pm, | want you to finish the work today itself. We have to deliver this tomorrow at tam a) Employee 1: This is very difficult. | am sorry but i cannot do this. My working hours get over at 5.30pm. b) Employee 2: Okay but itis really difficult. If you still insist, | will do it c)” Employee 3: No, this cannot be done. My wife is not well. | have to be back home in time. | am alteady late. 4) Employee 4: Yes; | understand but itis difficult for me to stay back. | am taking some work home. | can be in office early tomorrow and can finish of the rest €) Employee 6: This can be done tomorrow too. If you pressurize, | cannot help it. 2. Imagine a situation when you as a CCE has to tell a customer that his problem can be solved only in a day's time and not in an hour. The customer is arguing that he wants it to be fixed as soon as possible. What will you do? 3. Think of a situation in your personal life when you had to take a decision. What all things you considered before taking the decision? Share the experience. Key Learnings a a 1. What is assertiveness and how to be assertive 2. Decision making skills on basis of urgency and priority NY Q 2014 Unifiers Social Ventures Pvt. Ltd. ———_—$ —————ooUnit Chapter 3.7 Customer Centricity and Service Orientation Chapter Objective > To understand the importance of Customer Service and its Importance | 3.7.1 Customer Service What is customer service? Excellent customer service is the ability of an organization to constantly and consistently exceed the customer's expectations. It's all about attitude and skills. © How a compaity deals with its consumers before, during and after a purchase or use of a service © Aseries of activities designed to enhance the level of customer satisfaction — that is, the feeling that a product or service has met the customer expectation. © Aproactive attitude that can be summed up as: | care and | can do. Who offers customer service? © Customer care centre © Customer care representative ‘® The two terms (customer service and customer care) are often used interchangeably. © Excellent customer service can only be achieved by training all employees, even those who do not have direct contact with customers. ‘* Happy employees make happy customers. 3.7.2 Building Rapport with Customers As a customer service representative you are responsible for helping the customer out as best as you can. Helping them out can mean a lot of things. Maybe you only have to point them to certain facts. Maybe you have to patch him through to the right department. Either way you have to help the customer as best as you can. Establish Good Rapport Dont's Take it personally © Use Customer's name ° © Be polite © Use negative words © Be honest © Be sarcastic © Smile © Make excuses ‘© Give your full attention * Lie Take ownership Pass the buck - © Follow up © Get into confrontation © Enjoy what you do ‘© Tighten the face so——— © 2014 Unifiers Social Ventures Pvt. Ltd..— 60: 3.7.3. Customer Delight Exceeding customers expectation is delighting customers ‘Wow in return of product/service ‘© Every interaction has an opportunity to create delight © Constantly maintain delight factor Moment of Truth Appoint of interaction, when the customer has an opportunity to make an impression, negative or positive about the organization. Is either causes a “Moment of Magic” or “Moment of Misery” What impacts Moment of Truth? Level of concern Level of friendliness Level of civility Level of empathy Level of responsiveness Theory Questions 1. Write down situations where you can identify the “moments of magic” you experienced either as a customer and/or as a service provider. 2. Write down situations where you can identify the “moments of misery” you experienced either as a customer and/or as a service provider. ‘© 2014 Unifiers Social Ventures Pvt. Ltd, ———____——_____3. List some words that build customer relationship. 4. List some words that damage customer relationship. : - ze Skills Practical € Make groups of 4 and present a role play on any one of the following situations: © You are a customer care-executive for a telecom company. A customer calls you for a service. He wants to know the best schemes available for him, © You as a CCE, call up a prospective customer to tell him about the schemes and plans available. Key Learnings < ‘What is Customer Service Why Customer Service matters Facts about Customers Tips for good Customer Service Building Rapport with Customer yaenrr a—— © 2014 Unifiers Social Ventures Pvt. Ltd.Unit Chapter 3.8 Objection Handling Chapter Objective > Handing Objections and Criticism > Empathising with Customers 3.8.1. Coping with Criticism Responding calmly and rationally to unwarranted criticism: Dealing With Your Initial Response Your immediate response is the most important one - it has the greatest scope for making things worse or better. Here is a recommended approach to overcome the natural urge to express your anger or fight back. @ Remain calm ‘© Have the point repeated ‘© Open up both perspectives © Move on politely 3.8.2 Express Empathy to Customers Use Empathic Phrases: © “Ican see why you feel that way” “I see what you mean” . © “That must be very upsetting” © “Lunderstand how frustrating this must be” . “I'm sorry about this” Theory Questions ote eee ar Fill in the blanks 1. Stepping into customer's shoes is called 28 attitude will help the customers understand that you are selling a good product ora service 7 — 62 —_—__— © 2014 Unifiers Social Ventures Pvt. Ltd, ———_—_________.eee EE eet Eee Pe eee Skills Practical o 1. An irate customer calls you with a complain that his mobile network always troubles him during his travel. How will you handle it? Key Learnings \, 1. Handling Criticism and constructively moulding the same 2. Empathize with customers problem, criticism and suggestions © 2014 Unifiers Social Ventures Pvt. Ltd. 3—Unit Chapter 3.9 Comprehension and Problem Solving Skills Chapter Objective > To identify Customer's problems and offering the solution to them 3.9.1 Problem Solving Skills Problem-Solving Steps Recognize that there is a problem Identify the problem Generate alternative solutions Choose among the alternative solutions Implement the chosen solution Evaluate the solution Problem solving examples Customer line-up is moving too slowly - The CCE cut unnecessary conversation with the customers and refer complex matters to the service desk. Irate customers who are not happy with the service or with bank procedure - CCE must discover the source of unhappiness and provide a remedy if possible. Payments have not been properly credited to a customer's account - CCE may have to undertake tracing procedures. Information is missing from a customer's account - CCE must check files and talk to co-workers to locate the missing documentation, Cash does not balance at the end of the day - CCE must try to find the error. If an error is not found, they may have to reimburse the difference themselves. Pick up any one example and elaborate how you will solve the problem. -© 2014 Unifiers Social Ventures Pvt. Ltd.Theory Question SS 1. List any two barriers to effective problem solving. a) b) ene pm Skills Practical c 1, Imgine that the payments have not been properly credited to a customer's account. What do you do to solve the problem? Key Learnings < panicked pee eee 1. Identify and comprehend the Problem 2. Problem Solving Process 3. Educate Customer & corrimunicating the resolution © 2014 Unifiers Social Ventures Pvt. Ltd. 6 ————— 66 ——__________ © 2014 Unifiers Social Ventures Pvt. Ltd. Unit Chapter 3.10 Selling Skills Chapter Objective ‘ > To understand how to assess the need of Customers and influencing them 3.10.1 Selling Skills What is selling? 7 Selling is trying to make sales by persuading someone to buy one’s product or service. {thas different parts like advertising, promotion, public relations and direct marketing. Selling involves salesperson who help achieve customer their needs and facilitates matching what you have to offer with what the buyer wants. . Theory Question 1, Whet do you think is the purpose of sales? Selling Process Before the sale - Preparation: ‘* Know your products, competitors Know your customer * Be informed about current sales and promotion ‘© Know about payment plan and modes of payment During the sale- Approach and Greeting: Describe product plan and features Recommend and help customer choose the right plan After - The Sale: ‘© Customer queries and complaints © Up selling © Cross sellingTheory Questions ae To understand the concept of CRM 4.1.4 CRM What is CRM? ‘An acronym for Customer Relationship Management, the term refers to @ systematic approach to han- dling customer relationships. 4.1.2 Benefits of CRM How Does CRM Benefit your Business? CRM Benefits are often misunderstood as an application or a tool, but in the real sense of the term it is a way of doing business. There can be innumerable reasons for businesses to implement CRM. However, let's take a look at few of the most apparent benefits of using CRM © 360 degree view of business © Organizational-tevel data sharing 7 © Centralized customer interaction Improved customer support Increased customer satisfaction High rate of customer retention Boosts new business coewe Increased revenue at low cost CRM when used efficiently and effectively can have the benefits above. But how do we use it effectively? 7 © Update information accurately Update complete information Update all customer requirements Ensure that you save and submit information Check for old information and update the same when required eevee ‘Check for missing information and update if you see anything blank © 2014 Unifiers Social Ventures Pvt. Ltd, ——_——— nnn BYBefore you update CRM or any kind of customer information it is important to identify if you are speaking to the right person. How do you know that you are speaking to the right person? Identification & Verification is the process to check if you are speaking to the right person. Let us look at some common questions asked for verification in the telecom industry: ‘* .Complete Name Date of Birth © Last Paid Bill Amount © Billing Address After you complete the call the reason customer made the call needs to be categorised, this will allow a telecom company to understand customer needs and concems. With the evolution of CRM system and process there is a call tag type for almost every question your customer has. All you need to do is understand the customers query and match it to the broad category ¢.9, Tariff Plan, Value added service, complaints, billing information, active VAS, General, blank call etc.. Theory Questions 1. What is CRM? 2, What are common security questions? 3. Why is it important to verify a caller? Skills Practical < ere Peer 1. Ask customer for information to update CRM system. 2. Use the most common questions to verify your customer. Key Learnings oa SoS Sooe See NN 1. Understanding CRM 2. Using CRM efficiently 3. Security checks 4. Complete and correct tagging — 70 © 2014 Unifiers Social Ventures Pvt. Ltd, emUnit Chapter 4.2 Making & Receiving Calls Chapter Objective > To understand the concept of Making and Receiving Calls 42.1 Making and Receiving Calls How to make and receive calls In a call cette itis important to work with technology, and technology does not only relate to computers, Call centre today also have advanced with telephones. fo Telephone sets may look complicated BU aTé really easy to use. Lets look at some telephone sets and large: service providers. Ge | Ate GS UBO) Dis SS yeaa I Sy cao oa ne caer aauUe Be cisco AVAYA ASPECT Like a mobile phone these sets have a manual button to answer a call, however mostly all call centres today have an auto answer mode set as default to 1 ring. But if you do have a manual answer facility make sure that you answer the call in 2 rings as this gives you enough time to prepare for the opening and also is not a long time for your customer to wait, “4.2.2 Concept of Call Transfer, Call Hold and Call Forward We all know that working in telecom industry is a complex process as not all issues can be resolved by 1 Person, you will need to transfer the call to other departments and for this telephone sets are built to handle this function easily and is really simple. Lets look at what buttons you need to press to transfer a call: 1. Press on hold 2. Dial dept. number 3. Press on conference 4. Press release or transfer to exit © 2014 Uniffers Social Ventures Pvt. Ltd. —————__—. 71 ——‘| Theory Question mo eee ~. 1. Within how many seconds should you answer a call? Skills Practical < i PER REE EERE DEEDES UEEUSEEUSUUSEREERUEESEUEERETERUERS SW 1. Use the mobile to-demonstrate the call answering time and hold process? 2. Use your mobile to demonstrate call'transfer process? Key Learnings < pe 1. How to Make and Receive Calls 2. Concept and Significance of Call Transfer, Call hold, Call forward —— 72 —__—_—__—_—_——— © 2014 Unifiers Social Ventures Pvt. Ltd.Unit Chapter 4.3 IT Applications - Chapter Objective » To understand different IT Applications used 4.3.1 Basic Functionalities — Telecom call centre executives will need to work on multiple applications like: Intranet site © Call taking application ‘® Customer Information System © Account Information © Call Log and Billing System Intranet Site You will be need to look at companies Intranet site for new products and features. Call Taking Application Telephone sets with today's technology can be operated through your computer, you will need to use that ‘application for hold, transfer and conferencing of calls. Customer Information System Since telecom industries have a lot of varied information about customers they usually use different applications to maintain information in an organised manner. You will need to use the customer information system to access personal information about the customer. Account Information Like customer information account related information is also maintained differently however itis linked to the customer information. If you need to check information on tariff and other VAS you would need to look into the account information screens. Call Log and Billing Information Financial and closely related information is stored in a different set as this is critical and any mistakes can lead to a direct financial loss. © 2014 Unifiers Social Ventures Pvt. Ltd.: B—4.3.2 Relevant Applications and Swapping “itis important to swap between applications quickly while on calls as this can play a major role in reducing your AHT. Here are some tips on how you can efficiently swap between screens. @ Use the'keyboard Know where to find the requested information Ensure you login to all the required applications Ensure that you have taggéd the call once you finish Make sure that your computer unlocked while you are at your desk Theory Questions a What are different applications on which a Customer Care Executive needs to work? 2. What is the importance of switching between different applications? i a Key Learnings 4 Basic functionalities of the relevant applications used to search customer details in database within specified time limits . * Allrelevant applications and ability to swap quickly among applications for quick call wrap up — 74, ‘© 2014 Unifiers Social Ventures Pvt. Ltd.Unit Chapter 4.4 Fetching Information about Products, Processes, Services Chapter Objective » To understand how to fetch information about Products, Processes and Services 44A Fetching Information about Products, Processes and Services There are a few ways that you can find information. Let's look at them: Company Intranet Company's intranet is the first place where any new products or services will be updated with its launch date. This is the best place to fetch information Speak to People Speak to peers and leaders, you always learn something new from people everyday. Call other departments | When you have some free time call other departments to check what actions they take on complex queries, this will help you enhance your knowledge-and also increase your FCR. Keep an eye on the notice board Keep an eye on the notice board in the office. Company places notice boards on frequently used passages, have a glance when you pass by this is also a quick source to keep yourself updated. . Theory Questions < 1. Mention the areas from where you can source information about new product and services? i " ~~ Skills Practical € 1. Doaweb search and list down 3 latest telecom products available in market. Key Learnings Introduction to Computers 5.1.1 Introduction to Computers ‘Computer is a machine which accepts data, processes it and returns new information as output. AComputer System consists of: el @ Hardware © Software Types of Computers On the basis of Computing Power & Size: © Laptop / Palmtop Micro Computer / Desktop ‘Mini Computer / Mainframe Super Computer Operating System © 0S is system software, which may be viewed as collection of software consisting of procedures for operating the computer. It provides:an environment for execution of programs (application software). © It's an interface between user & computer. Advantages of Using Computers © Speed: Computers can carry out instructions in less than a millionth of a second ‘¢ Accuracy: Computers can do the calculations without errors and very accurately © Diligence: Computers are capable of performing any task given to them repetitively © Storage Capacity: Computers can store large volume of data and information on magnetic media ‘Computer Network AComputer Network ig interconnection of Computers to share resources ( Information, Load, Devices etc). 7— © 2014 Unifiers Social Ventures Pvt. Ltd..‘Types Of Computer Networks On the basis of Geographic Spread: © Local Area Network (LAN) ‘¢ Wide Area Network (WAN) Benefits of Computer Networks ‘© Information Sharing Device Sharing Load Sharing Mobility Fast Communication ‘Anywhere Anytime Banking Parts of a Computer © CPU (Central Processing Unit) ¢ VDU (Monitor) © Keyboard © Mouse’ Computer Accessory © Printer © Scanner 5.1.2 Internet Internet is a huge network of computer networks. Internet provides many services such as : © Email © World Wide Web (www) © Remote Login (Telnet) @ File Transfer (FTP) — 78 ‘© 2014 Unifiers Social Ventures Pvt, Ltd,Theory Questions = 1. Which of the following is an input device? a. Speakers b. Mouse ¢. Monitor d. Printer 2. Which of the following has the highest memory capacity? . Internal hard disk 4. Zip disk «. OVD 3. Which of the following is used to measure hard drive capacity? a bps b. Gigahertz ©. Gigabyte a. dpi 4, What is an Operating System? 5. Name two Computer Networks = Skills Practical € Internet Surfing a. Browse and find out list of Telecorh Service Providers in India. b. Browse and find out list of Telecom Magazines. Key Learnings Advantages of using Computer Operating Software Types of Network Parts of Computers Internet Usage eee 73 —— © 2014 Unifiers Social Ventures Pvt. Ltd.:Unit Chapter 5.2 MS Word Basics Chapter Objective > Introduction to MS Word 5.2.1 MSWord MS Word is a Software that is designed for the entry, editing, and printing of documents. Windows Version = Microsoft Word (MS Word). Word processing documents include: © Letters Memorandums © Faxes © Mail Merges © Reports ‘©. One Page Flyers © Email 5.2.2 Creating Documents Know the parts of your MS Word screen: Title Bar Menu Bar Toolbars and Buttons Ruler ‘Text Area Scroll Bars Status Bar New Task Pane ee — 80 © 2014 Unifiers Social Ventures Pvt. Ltd.Viewing Documents MS Word documents can also be viewed in layouts that allow special functions. ‘* Web Page -Looks much like normal view but is saved in a different format (htm! file) ‘© Outline -Looks mich like normal view but includes various levels indicating indentions and tabs. Saving Documents 1. Always save in a familiar location. © Create a folder for multiple documents. 2. Be sure to name your file appropriately. ¢ MS Word will add a file extension to the name. 3. File names are followed by a period and a three letter extension. © MS Word = doc 4. Save As vs. Save * Save anew document with Save As. ‘© To update an existing document use Save. 5. Always be sure'to make a back up copy. Editing Features Include: MS Word is equipped with many features that allow a user to easily edit (modify) a document. © CuvPaste © Copy Insert Delete (right of cursor) Backspace (left of cursor) ‘Type over or Overwrite (press insert key) Search Find/Replace Printing Documents Before printing a final draft be sure to proofread. Read over the document again. Ask a neighbour to proofread. ‘® Use the spelling/grammar check. ‘* After proofreading, resave and print. 5.2.3. Formatting Character Formatting © Font: Agroup of characters that have a similar appearance. ‘© Font Attributes: Additions that enhance your font for emphasis. . © Font Size: The size of characters. © 2014 Unifiers Social Ventures Pvt. Ltd. io— 82 © 2014 Unifiers Social Ventures Pvt. Ltd. ‘Type Face: A set of characters with a common style and design. Bold/Boldface:_A formatting option that makes selected words print darker than normal. * Italics: Characters are evenly slanted toward the right. Subscript: Text that has been lowered vertically. ‘Superscript: Text that has been raised vertically. Underline: A horizontal line that is placed beneath characters eee eeoe Border: A frame that surrounds pictures or text. Bulleted List: A list of key points, each preceded by a symbol for emphasis. Hanging Indent: All lines except the first line are indented, ‘© Indent: Insetting text from one of the margins. Paragraph Formatting © Alignment: The way lines of text are arranged: Full, Left, Right, Center © Full Justified; Lines of text are both left and right aligned. © Left Justification: Alignment that allows a document to have an even left slide. © Right Justification: Alignment that allows a document to have an even right side. Center Justification: A feature when activated will align the text horizontally on Line Spacing: The amount of space between lines in a document: Single Space, Double Space, Triple Space, etc. © Page Break: Indicates that the maximum number of lines have been keyed on a page and a new page is beginning. Hard Break - created by the user. Soft Break - créated by the word processing program. Tab Key: Allows the user to move the cursor a predetermined number of spaces. Text Wrap: Feature that allows text to flow around an object or graphi Widow/Orphan Protection: Feature that will prevent widow/orphan lines in a document. Orphan: First line of a paragraph at the bottom of a page. Fi Widow: Last line of a paragraph at the top of a page. Page Formatting 1. Margins: Space around the edges of a page. 2. Page Orientation: Direction a document is printed © . Portrait — Taller than wide. Landscape — Wider than tall 3, Headers: Repetitive text located in the top margin. Endnotes: References used to credit the source of information. © Placed at the end of the report. 5. Footers: Repetitive text located in the bottom margin. Footnotes: References used to credit the source of information or add explanations. © Placed at the bottom of the report. © Superscripts are used for correspondence between the quoted/paraphrased material and’ the reference.5.2.4 Word Processing Tools Features that can be used to enhance the accuracy of a document: Spell checker Grammar checker Thesaurus Wizard — step by step tutorial Help - type in questions Office Assistant - found in MS Office Comments ee ee Comments are notes added to a document. Reviewer — person who adds comments. To add comments: Select the text or item you want to comment on, or click at the end of the text. On the Insert menu, click Comment. ‘© Type the comment text in the comment balloon. 8. Track Changes 9. Marks changes and keeps track of changes made by reviewers. i Theory Questions o peer See : a : sae ie haul ol al wo ec AS lam a Customer Care Executive © 2014 Unifiers Social Ventures Pvt. Ltd. 831. Which tab would you click to check the spelling in the above document? 2. After highlighting the passage, where would you click on the toolbar to double-space it? 3. Which commands are used for following: a) Copy b) Paste c) Cut 4, Which tab will you'use to create spacing between the lines? 5. Where will you click to open a new Word document? 6. Name three features which are used to enhance accuracy of the document Key Learnings - What is MS Word . Creating, Saving, Editing and Printing a Document . Formatting Document Word Processing Tools © 2014 Unifiers Social Ventures Pvt. Lt,Unit Chapter 5.3 MS Excel Basics Chapter Objective > Introduction to MS Excel 5.3.1 Introduction to MS-Excel Excel is a computer program used to create electronic spreadsheets. Within excel user can organize data ,create chart and perform calculations. © Excel is a convenient program because it allow user to create large spreadsheets, reference information, and it allows for better storage of information Extels operates like other Microsoft(MS) office programs and has many of the same functions and shortcuts of other MS programs. Overview of Excel Ryd oe Booka - Meroot tx, ‘© Microsoft excel consists of workbooks. Within each errr erererer ar Implige tecoonstioai te workbook, there is an infinite number of worksheets. © Each worksheet contains Columns and Rows. © Where a column and a row intersect is called a cell. For e.g. cell D5 is located where column D and row 5 meet. © The tabs at the bottom of the screen represent different worksheets within a workbook. You can use the scrolling buttons on the left to bring other worksheets into view. 5.3.2 Working with Cells To Copy-and Paste Content: © Select the cell or calls you wish to copy. Click the Copy command in the Clipboard group on the Home tab. © Select the cell or cells where you want to paste the information. * Click the Paste command. © The copied information will now appear in the new cells. © 2014 Unifiers Social Ventures Pvt. Ltd. 85 ———7 MS Page oR Fons amg Pat roe SF fromatmeeter ot ama: Peer Sippan "BEAUTIFUL PERFECT JAWESOME DASHING HANDSOME, 5.3.3. Formatting Text To format Text in Bold, Italics or Underli © Left-click a cell to select it or drag your cursor over the text in the formula bar to select it. © Click the Bold, Italics or underline command, To change the Font Style: © Select the cell or cells you want to format. © Left-click the drop-down arrow next to the Font Style box on the Home tab. © Select a font style from the list To Change the Font Size: © Select the cell or cells you want to format. © Left-click the drop-down arrow next to the Font Size box on the Home tab. © Select a font size from the list. To Add the Border: © Select the cell or cells you want to format. © Click the drop-down arrow next to the Borders command on the Home tab. A menu will appear with border options. To change the Text Colour: © Select the cell or cells you want to format. © Lefi-click the drop-down arrow next to the Text Color command. A color palette will appear. ‘© Select a color from the palette. To Add a Fill Colour: ‘© Select the cell or cells you want to format. ‘© Click the Fill command. A color palette will appear. ‘* Select a color from the palette —— 86. © 2014 Unifiers Social Ventures Pvt. Ltd.5.3.4 __ Insert Rows and Columns To Insert Rows: © Select the row below where you want the new row to appear. ‘© Click the Insert command in the Cells group on the Home tab. The row will appear. To Insert Columns: © Select the column to the right of where you want the column to appear. © Click the Insert command in the Cells group on the Home tab. The column will appear. Sos o sr a Format Cen | Insert [Delete Format Son & Find & es Table ~ Styies tt QOear~ Fitter Setect- Insert Cells. Eaning. Insert Sheet Rows Insert Sheet C Ingert Sheet 5.3.5 Sorting To sort in an Alphabetical Order: © Select a cell in the column you want to sort (In this example, we choose a cell in column Q). Click the Sort & Filter command in the Editing group on the Home tab. Select Sort A to Z. Now the information in the Category column is organized in alphabetical order. To Sort from Smallest to Largest: ‘© Select a celi in the column you want to sort (In this example, we choose a cell in column Q). Click the Sort & Filter command in the editing group on the Home tab. © Select rom Smallesttolargest. Nowthe information is organized from the smallest to largest amount. © 2014 Unifiers Social Ventures Pvt. Ltd. 87 ——— 88 | Theory Questions < — - - —s, 1, Microsoft excel consists of Within each workbook, there is an infinite number of 2. In a worksheet, the intersection of a row and a column is called a .. 3. Each worksheet contains oe IND vse IFyteweae ences 4, Which button will you press to insert a new row? 5. How will you add border to a cell? [ Skills Practical o [ Senate Fite 1. Create an Excel Spreadsheet. Create list of all the participants, mentioning their name, age and qualification. Sort the list in alphabetical order. Format and save the file. ey Learnings o What is MS Excel Working with cells Insert row and column Formatting text Sorting yawn on © 2014 Unifiers Social Ventures Pvt. Ltd.Unit Chapter 5.4 MS Word Power Point Chapter Objective > Introduction to MS PowerPoint 5.4.1 MS Power Point MS Power point is used to create Presentations. 5.4.2 Using PowerPoint - Creating a Presentation . The First Slide When PowerPoint starts, you will see a window like this one. Click to add title | Ctextwaae suite l Typing in Text ‘¢ Move your mouse to the rectangle that says Click to add title, click once, then start typing ‘¢ Move your mouse to the rectangle that says Click to add subiitle, click once; then start typing © 2014 Unifiers Social Ventures PVt. Ltd, eens 89 mmAdding a New Slide ‘© Move your mouse to right end of the toolbar at the top of your PowerPoint Window and click New Slide once, a new slide will appear 21D Seng Pewee | eeetainome “inthe woe Inserting Pictures ‘Move your mouse to the Insert Menu and click once to activate the menu © Choose Picture * Choose Clip Art Inserting Pictures — From Microsoft Clipart ‘The Clip Art too! will show up on the right edge of the window. ‘® Type in a keyword for the picture you want in the “Search for’ box ‘After the search is done, click on picture you want to add. The picture will be placed on your slide Inserting Other Pictures First save the picture on-a local disk C: hard drive (My Documents, My Pictures), D: CD-ROM, F: Pen Drive. Now Bee | Side Show. [Window Help | BS] view show FS © Move your mouse to:the Insert Menu and click’once to activate the menu Set Up Show... «Choose Picture Y} Animation Schemes... ‘© Choose From File Fy Inserting Pictures - From File a Side Transition... © When the Insert Picture dialog box opens : 2 —.90 © 2014 Unifiers Social Ventures Pvt. Ltd,‘¢ Choose the location of your file, for example, the floppy, by clicking once on the down arrow at the end of the “Look in” rectangle © Click on the picture you want to add and it will appear on your slide Adding Animation Separate your text into different text boxes - If you want it to appear in different ways or at different times. After adding the text boxes and pictures you want on the slide: ‘¢ Move your mouse to the Slide Show Menu and click once to activate the menu” © Choose Custom Animation © Choose the type of effect you want in the submenu that appears ‘© Choose the specific effect in the next submenu : Theory Questions ———- — 1: Which button would you click to open the slideshow? eee _ F- Skills Practical q Pe =A, 1. Create a Presentation on your hobbies and interests. Do the formatting and add pictures and animations. Key Learnings SCS eee Using MS Power Point 1. 2. Creating Presentation 3. Inserting Picture 4, Adding Animation © 2014 Unifiers Social Ventures PVt. Ltd, enn 91Unit Chapter 5.5 Computer Typing Practice Chapter Objective » Practice Typing SEE eee Typing Practice every day for 1.5 hours — 92. © 2014 Unifiers Social Ventures Pvt. Ltd:aon Language Skills Fe 7 Chapter Name Rae eat ete Oar) 1 Chapter 6.1 Listening Skills It TELINO102/SB4 1 R---------- 1 | TELINOIOO/SA8 —-TEL/NOIOVSAIS. 1 | TELINO1O0/SA9-TEL/NO102/SA8B._ ' I TELINO100/SA10 TELINOTO2/SAQ_ I ' 'TELINO100/SA11 TELINOt02/SA10° I ; ; "TeuNotoo/sat2 TELNotozsa11 | [ Chapter 6.2 Speaking Skills | TELINDIOV/SAB —TELINOTO2/SA12 : 1 | TELINOI01/SA9 - TELINO1O2/SA1S 1 1 TELINO101/SA10. TELINO1O3/PC10 4 ' 1 TELINOIO1/SA11 TELINO103/SA4. I ' : TEUNO101SA12 : be-------- ---le------ Hee ee ' ITELINO100/SA1 TELINO102/SA1. ' | TELINO100/SA2 TELINO102/SA2 ' ' Chapter 63 Reading and 'TELINOIOOISA6 —TTEL/NO102/SA6 ; 1 Comprehension Skills | TELINOTOOISA7 —TELINOIO2/SA7_— 1 . {TEUNO1O1/SA1 —TELINO1O3/KB2_ t 1 TELINO101/SA2 TELINO1O3/SA3.y ‘ 1 TELINO101/SA6 ' ' 4 TELINO101/SA7 ' 1 ' ' STS PEEP eee eee 'FELINO10OSAS ~ TeLNOOTSAS —t ' 'TeUNoto0/sAd —TELINOTOasA3_! ' Chapter 6.4 Writing Skills 1 TELINO100/SAS TELINO102/SA4 : 7 : I TELINOIO1/SA1 — TELINO102/SA5 7 ITELINO101/SA2 TELINO102/SA6 1 I TELINO1O1/SA3 TELINO102/SA7_ ' " TEUNOTO1/SA4 ' pee eS SS ea at tte aera © 2014 Unifiers Social Ventures Pvt. Ltd. 93 ——— 94 Unit gg Chapter 6.1 Listening Skills Chapter Objectives > To understand the concept and importance of Listening Skills for a CCE 6.1.1 Listening Skills ‘ ‘* Anessential operational management and leadership skill. * Aprocess of receiving, interpreting and reacting to a message. ‘© Almost 45% of our time we spend ia listening Active listening requires concentration and mental participation. Aself -evaluation for Active Listening What are your listening habits? Read each statement below. Circle YES if it is true for you most of the time. Circle NO if itis true for you most of the time. 1. Lallow the other person to finish what he is saying before ! speak YES NO 2. 1 pay attention even when i don't like the speaker YES NO 3. L easily ignore distractions when | am listening YES "-NO 4. | can easily remember what other people say to me YES "NO 5.” | ask the speaker questions when | am listening “YES NO 6. look at people when they are talking to me YES NO 7. I don't do other things when | am listening YES NO 8. I keep listening even when the message is too coniplicated YES NO {Tl heory Questions : < Rife ee SEER = Active Listening - A Customer Request Listening Quiz You will hear a customer asking for help in a shop. Write down the answers to the questions concerning what she wants. Click on the listening icon, Once you have listened twice, return to this page and take the listening quiz. Write your answers: 1. What did the woman receive as a gift? 2. What kind of gift was it? © 2014 Unifiers Social Ventures Pvt. Ltd.:3. Why does she not want it? 4. Why can't she get her money back? 5. What can she do with it? 6. What would she like? 7. What kind of handbag would she like? 9. Where is the handbag that she likes? 10. What is the problem with the handbag she likes? 11. What can she have instead of a refund? 12. Who would she like to speak to? 13. What does the man think the manager will say? 14, Where has the manager been? © 2014 Unifiers Social Ventures Pvt. Ltd.—-—— = = 95Lis istening - Bad Habits Following is a list of ten bad habits of listening. Check those listening bad habits that you are sometimes guilty of committing when communicating with others. Tick right or wrong for yourself! | interrupt often or try to finish the other person's Sentences. .. [jump to conclusions. | am often overly parental and answer with advice, even when not requested. . [make up my mind before | have all the information. .. |am a compulsive note taker. .. don’t give any response afterward, even if | say | wil. eee eee _ 1am impatient. | losé my temper when hearing things I don’t agree with. .. ly to change the subject to something that relates to my own experiences. ee ee | think more about my reply while the other person is speaking than what he or she is saying. Theory Questions c Pee — %6. Write down difference between Hearing and Listening Write down similarities between Hearing and Listening © 2014 Unifiers Social Ventures Pvt. Ltd.isauaBUGEHEUG#REHSEHSEH=EHEEH=UEEHEEHEEHEEEEEEEREEC | Skills Practical re eee eee eet ee —ai, ‘Awork related conversation - The talker is the customer and the listener is a salesman. The talker explains his needs and requirements without explicitly stating which product or service he is interested in. © You are allocated 5 minute for the conversation- the listener should listen attentively to the talker. The listener should use active listening, empathy or questions when appropriate to indicate that he is following what the talker is saying. Listener to summarise what has been stated and then recommend an action based on their role. For example, in the case of a travel agent, the listener can recommend a particular holiday destination or package that matches the requirements of the customer (talker). Talkers to provide feedback to listeners on their listening performance. Key Learnings 1, Importance of Listening Skills 2. Traits of a Good Listener 3. Difference between Listening and Hearing 97 —— © 2014 Unifiers Social Ventures Pvt. Ltd.Unit, Chapter 6.2 Speaking Skills Chapter Objectives » To understand the concept and importance of Speaking Skills 6.2.1 Speaking Skills Effective Speaking SI Be prepared. Know your content well 7 Avoid jargon, slangs and technical terms Is, Use simple language Illustrate with examples: Stick to the time schedule Encourage questioning Connect with the audience Be confident Be aware of your body language coe were ree Encourage feedback and utilize it Theory Questions Framing Open Ended and Closed Ended Questions Rephrase the following closed quéstions to make them open-ended: 1. Are you feeling tired? 2. Isn'tit a nice day? 5. So everything is fine, then? — 98 ‘© 2014 Unifiers Social Ventures Pvt. Ltd.5, Describe something you own which is very important to you. You should say: © Where you got it from ‘How long you have had it © What you use it for © And explain why it is important to you. Skills Practical 1, Me, Myself © Split the group into pairs. * @ One person out of each pair has to talk for 2 minutes non-stop about what ever subject they like, however they are not allowed to use'the words; J, me, myself, mine or my. © Both speaker and listening party are not allowed to ask any questions. ‘© The listener is not allowed to show any facial expressions such as nodding, shaking their head, smiling or frowning, © Every time the speaker mentions any of the forbidden words above, the other person should draw a cross on a paper. Pick a topic ‘* Every one has to speak.up for one minute on that topic. When you speak up. you must first summarise the previous person's views before providing your own inputs. However, in this round if anyone makes a mistake and skips this summary, he is forced to drop out for the remainder of the discussions. Continue until you have only two people talking or if the topic has been exhausted. Key Learnings Importance of Speaking Skills 7 Effective Speaking Skills, Understanding Customer's Communication Style Putting Open and Close Ended Questions PONS ‘© 2014 Unifiers Social Ventures Pvt. Ltd: 99 ——Unit Chapter6.3.- . Reading and oo pete or Skills Chapter Objectives » To understand the concept and importance of Reading and Comprehension Skills 6.3.1 Reading Comprehension Content required to be read and comprehended in the Telecom Industry ‘* Read and comprehend about Organization's new products & services through the intranet portal ‘* Keep abreast with latest information on products and services, by reading brochures, paniphlets and daily briefing sheets helps in reducing Average Call Handling Time ‘* Mention remarks in CRM with regards to customer's Query, Request and Complaint ‘* Identify with the problem narrated by the customer, interpret and communicate an apt resolution [ Theory Questions x SEE EEe ee eb Directions: Read the following passages and answer the questions given below. Passage 1 Lancaster Financial Services Ltd. offers a wide range of financial packages to suit the individual needs of | its clients. We find that today’s investor understands the market and requires the tools to take advantage of knowledge that he or she possesses. To that end, we provide advice based on our outstanding of information sources. Matching our knowledge-base with your understanding of individual markets can make you a big winner in the increasingly complex marketplace. Here are some of our offerings: © Historical fundamental equity database © Strategic planning ‘© Comprehensive reports that allow industry-to-industry, company-to-industry and company-to-company analysis. © Report compilations detailing key items on market and industry performance © Daily summary of stock market and industry trends © Reliable access to financial data on publicly traded companies © Monthly reports that monitor company-to-peer performance — 100. © 2014 Unifiers Social Ventures Pvt. Ltd.Check Your Understanding © What does Lancaster Financial Services Ltd. offer? © What does Lancaster Financial Services Ltd. provide? © What type of planning Lancaster Financial Services Ltd. offer? ‘© What type of daily summary does Lancaster Financial Services Ltd. provide? ‘© What do monthly reports monitor? Key Learnings JSSEEEGREEEEEEE i sees ees See 1. Know the importance of Reading and Comprehension Skills 2. Keeping yourself updated on latest articles & news 3. Content Required To Be Read And Comprehended In The Telecom Industry © 2014 Unifiers Social Ventures Pvt. Ltd. 101 ——Unit Chapter 6.4 Writing Skills Chapter Objectives To understand the concept and importance of Writing Skills 6.4.1 Writing Skills Document Customer Discussion ‘© Analyse the problemiissue effectively ¢ Document the notes clearly, precisely and completely for quick and easy analysis by other departments ¢. Mention remarks, if any Greeting Others : ‘These are few of the greetings often used during conversation: ‘© Good morning * Good afternoon © Good evening * Good night * Good day © How are you? * How do you do? © Are you all right? Nice to meet you + Nice to see you again * Good to see you again © What's new? © What's happening? ‘ Theory Questions g 1. Think for 3 minutes and come up with 3 sentences or questions that we could use in greeting others. You can't usé any of the sentences or questions written above. —— 102. © 2014 Unifiers Social Ventures Pvt. Ltd.‘An example is: “Lam happy that we have this chance to talk again, ! wanted to ask you a question about your latest article?" 2. WRITING IT POSITIVELY DIRECTIONS: In the table below, examples of common phrases that people use are shown in the left-hand column. in the right-hand column, write an improved phrase. For example, instead of ‘I'll try..." say “I will..." ‘COMMONLY-USED PHRASES IMPROVED PHRASES Tilty.. “As soon as possible.” 1 2. 3. "Our policy is..." 4. “Why didn't you....? 5. ‘Tmjust..” 6. 7. 8 9. “You should have...” “There is no one here to help you.” “'m sure no one is working on your issue.” | =|=/ 2} 2] 4] 2] slo “You don't have an appointment today.” 3. Story Telling Look at the picture and write a story. ~~~ © 2014 Unifiers Social Ventures Pvt. Ltd. == 1034, Sentence Formation To formulate your sentences in an assertive way, start your sentences using the following: “| don't want you to..." ql “i want to...” “Iliked it when you said...” “I liked it when you did...” “When you do... feel...” “Would you...” : : “Ihave a different opinion. | think that...” “Let's agtee to disagree on this and move on.” “When you do....| feel...because...” *i have decided not to...” ere rer eres “Lwon't...” Now frame 10 assertive sentences. Key Learnings 4. Importance of Writing Skills 2. Recording Customer's Discussions 3. Framing Sentences (04 © 2014 Unifiers Social Ventures Pvt. Ltd.Unit Attend and Make Calls Performance Criteria ' 1 TEL/NO100/PC1 ' ' TELINO100/PC2 ! ' TEL/NO100/PC3 a Sees TELINO100/PC4 ' Chapter 7.2. Making Calls | TELINOT00/SB11 i 1 TEL/NO100/SB12 © 2014 Unifiers Social Ventures Pvt. Ltd. TEL/NO101/SB11 TEL/NO101/SB12 TEL/NO102/PC9 TEL/NO100/SB12 TEL/NO102/SB11 TEL/NO102/SB12 fe Pace Auto ula ; 105 ———Unit, Chapter 7.1 Introduction Chapter Objective > To understand the concept of Inbound and Outbound Calls 7.1.1. Inbound and Outbound Calls Inbound Calls “In’ Bound calls, are calls that are routed into the call center. This basically means that the agent does not call “outside” the call center, but answers call directly from customers who call the given phone number. An ‘example of this would be a person calling Vodaphone to ask for bill information. The agent answers the call, but does not have to call the person directly : Outbound Calls “Out” Bound calls, are calls that are routed from the call center to a home or office. The agent is provided with a list of random phone’numbers and must call those numbers to offer a service or try to sell something. An ‘example of this would be telemarketers who call a private home to sell insurance. Key Learnings 1. Inbound Call 2. Outbound Call — 106. © 2014 Unifiers Social Ventures Pvt. Ltd.Unit Chapter 7.2 Attend and Make Calls Chapter Objective ‘ » To understand the concept of Attend and Make Calls 7.2.1 How to Open Calls ‘Always start the call with a smile — the customer will notice this in your voice. © Greet the customer with greeting for example Good morninglevening/afternoon ‘© Switch to customer preferred language for e.g in case after greeting customer starts speaking in hindi CCE should speak in customer's language How to make Outbound calls CCE make outbound calls to customers for a number of different reasons. There are two main types of ‘outbound call Callan existing customer. © Cold call to a potential customer to inform them about goods and services provided by the company. This is also known as Telemarketing Procedures and call guide Remember to follow the three P's of outbound calling - preparation, planning and purpose. Preparation involves: = Being mentally alert and ready to focus on the call. Making sure that your headset is adjusted to suit your requirements. Ensuring that your phone is within easy reach. Having apen and paper handy to take notes as you are talking, eo eeee Having the customer's name, contact niimber and details available (found in lead sheets or the database). Planning involves: When planning an Outbound call CCE should adhere to following : © Agreeting = “Good moming/afternoon.” 5 "Your first name”. © The company name = “ABC Services’ © The agent's name © Aquestion to make sure that the customer is available to talk = “Is this a convenient time to talk?” ‘An example would be, “Good morning. This is XYZ calling from the ABC. Services . Is this a convenient time to talk?” © 2014 Unifiers Social Ventures Pvt. Ltd.. 407 ——Only continue with the conversation when the customer has given permission Purpose of the call: Explain the purpose of the call - why the customer is being called and what it is hoped to achieve. Make sure that the customer confirms that they understand the purpose of the call. 7.2.2 _ How to Answer Calls © Answer the call before the third ring. Greet the customer using standard greeting. Don't say Hello. Listen, Do not interrupt a caller or become impatient. ‘Speak clearly and use professional language. Place a call on hold, if necessary, rather than leaving a phone with an open line. Respond promplly to customer eves Hold procedure CCE should put the customer on hold only if is necessary and remember following things before putting customer on hold: * Ask the caller's permission to be placed on hold © Provide a timeframe for how long the customer may be on hold © Give the réason for putting them on hold For E.g “May | place you on hold for about 2 minutes while | do a quick research on this issue?” “Mr. XYZ, may | please put you on hold for a minute of two to look into the details of your account?" When you're back: : © Thank them for holding and resume the conversation For Example: * Mr. XYZ, thank you for patiently waiting, © Thank You for being on hold Mr. XYZ. Following Script 1. Do not follow the script word to word, instead try to understand the problem first and tell the content in your own words. 2. Talk to the customer in that language in which he/she is comfortable and not in the language, you have learnt it 3. The understanding or script is comparatively important in addition to remembering it. Ending Call 1. Once the customer's query is solved, do not finish the call abruptly. At the end, thanks the customer for calling and say "You were talking to XYZ, thanks for giving your important time. Have a good day.” —— 1082... © 2014 Unifiers Social Ventures Pvt. Ltd.7.2.3. . Call Flow for Inbound Calls number to the customer Parameter ‘Standard Verbiages Opening Good morning/aftemoon/Evening Company name this is agent name, how may | help/assist you. Identification 1. Sit/ mam do you want information of the same no. you are calling from 2._May | have your full name please. Hold Refresh Hold Customer name, please be online as, | get this information checked Customer name,thankyou for your patience. Itwill take some more time to get this information checked «may | place your call on hold for some more time. ‘Security Check ‘Customer name, for security verifications/purposes may | know Sec 1, Sec 2, Sec 3 Closin, customer name,thankyou for calling idea. ———— © 2014 Unifiers Social Ventures Pvt. Ltd.: 109 ——Theory Questions ae 1. Staté True or False a) The duration of the estimated hold time during a call should be the minimum ) After putting a customer on hold you may take as much tim as you want before getting back on to the call F ©) To complete a call in the minimum call login time you can skip the greeting part for the customer and directly start with the actual work, 4) {tis the responsibility of the customer care executive to take care of the language capabilities of the customers while talking to them. 2. The call login time involves a) Taking calls b) Taking calls, holding time and wrapping up ©) Both a and b 4) Allof these 3. What does the term ‘dead air’ mean? a) Time when the customer is waiting for you to answer his queries and you have requested him to wait fora few seconds. b) The time when you are waiting for the customer to pick up the call ) The time when both you and the customer are interacting: 4, What is the full form of AHT? a) After Hold Time b) Average Handling Time ©) Bothaandb d) None of these 5. Fill in the blank ‘While resuming hold, line. Skills Practical = To introduce different types of calls made by customers in a call center. » To introduce type of Query calls at a call center. > To understand the concept of Resolutions and Complaints. 8.1.1. Introduction Call centre executive respond to questions and inquiries, about products or services and ,handle and resolve complaints. Call centre agents are a-first point of contact between the company and the customer. As such they serve an important public relations role i.e. of representing the company to the customer. In this chapter we will learn different types of calls at call centre and how to handle those calls. 8.1.2 Types of Calls at Call Centre Types of Calls.at Call Centre There are mainly three types of calls at call centre: © Query © Request © Complaint 8.1.3 Meaning of Query Query is a question or an inquiry. Through a Query, customer tries taking information about our services or his account. General Queries at Call centre Here are general queries at call centre of customers: © Balance /Billing enquiries © Account Related ¢ New products or services © VAS related © Tariffs and recharge related © 2014 Unifiers Social Ventures Pvt. Ltd. $$ $_$_$_$_$__———113, ——Customer complaint can be query as per resolute For e.g. |. Customer calls to tell that he is not able to make call- VOC is complaint. Agent checks that customer has insufficient balance and informs the same to the customer. Customer is OK and ends the call — on the basis of resolution and NOT VOC, this as a Query. Customer calls and complaints that MMS is not working - VOC is a complaint. Agent probes and finds out that customer does not have settings. Agent gives customer the information on how to get settings etc and customer‘ends the call. Hence this is a Query and NOT a complaint. However agent should tag query of the customer and about resolution given to the customer in CRM 8.1.4 Sim/PIN/PUK related informa The PIN is the Personal Identification Number that is configured for your SIM card & has to be enabled on the handset. This is any 4-digit number that you can set up on your SIM card. Each time When customer switch on his handset, there will be a request to enter the PIN. If the PIN is entered wrongly 3 times, customer will get a request for a PUK code, which is the Personal Unlock Key. The PUK can be obtained from the Customer Care. If the PUK is entered wrongly 10 times, the SIM gets block and will have to be replaced at’a nominal charge. The balance & validity along with other services will remain as it was earlier after. SIM replacement in Customer can retain your old contacts if backup of the contacts has been created. However, in case of lost SIM cards, contacts cannot be retained. 8.1.5 Customer Request Through a request, customer makes a request for a product or a service. Types of Request © Request Open © Request Self Closed Request Open In this, the agent will have to take an action together with providing information, For E.g Activation/Deactivation of a Service which can be only processed through backend Example of Request-Open Customer calls at call center and requests the CCE to change his tariff plan, age the customer that it will be change from next billing cycle. And tagged it as request in open option. Because agent doesn't have rights to change tariff plan from his own end. " Request Self Close In this, ‘the agent will take an online action together with providing information Foreg. 1. Instant Deactivation of a Service through vendor link 2. Instant Activation of a Service through vendor link — 114 0 2014 Unifiers Social Ventures Pvt. Ltd, ——_—_—_—___Example of Request-Self Closed Customer called at call center and asks the CCE that he wanted to deactivate caller tune in his number agent deactivated the same from his system and informs the customer. Here agent has rights to deactivate caller tune so he tagged it as Request-Self Closed 8.1.5 Customer Complaint In a complaint customer is complaining against services as he is facing some issue. Complaint-Open Agent registers complaint as Open in following scenarios 1, Gap in Service 2. Gap’in Product 3. Gap in Process 4. Validated Disputes 5. Benefits not received Open Complaints can be resolved by Backend team only. Complaint-Self Closed Agent should self close a complaint in the following scenarios: 1. Online Waver In this CCE has some limit wherein he can give waiver to the customer.For example customer refuse t6 pay penaity for delay in payment as got bill on due date. CCE can give waiver to the customer and close the complaint. 2. Planned Downtime In case CCE is aware of that there is planned downtime in the region ,as_ network team is restoring site and if customer is calling from same region he can inform the customer and close the complaint. 3. Known issue of benefits not received For Example in one of Recharge promo Customer is suppose to get Rs 50 extra on recharge of Rs 500. however Customer complains that hé has not received any benefits on recharge of 500. As_per backend communication all customers who recharged under recharge promo have not got benefits, and all benefits will be credited in one week. So CCE can close the complaint and inform the customer about TAT. 4. Known Disruption in Service For example there is a communication that custonters who will use 3G services may face problem in late hours due to some technical problem and it will be rectified in a week. So if a customer complaints regarding the problem in 3G services at late hours CCE can inform the customer and Close the complaint. Handling Customer Complaints Here are a few tips to handle customers complaints: ‘Listen to the customer © Paraphrase the issue * Apologise the concern * “Acknowledge the customer © 2014 Unifiers Social Ventures Pvt. Ltd. — 115 ——© Explain the action taken to resolve customer concern ‘© ‘Thank the customer «Even if customer is abusing you or angry on you, remember customer is facing some issue because of which he is behaving like this so do not take it personally. © Remain calm throughout the interaction © Focus on the problem not person. “Turn Unhappy Person into Happy Customer” Theory Questions c Foe 1. True/False ‘a) All requests can be self closed by CCE. True or False? b) CCE should tag as complaint if customer wants to activate his MMS Services. True or False? 2. When an irate customer calls at call centre for complaint CCE should a) Empathise with hinvher, then ask them to hold and get a supervisor to handle the caller b) Ask question ©) Hang up 3. Identify whether it is a complaint , request or a query. a) Acustomer is facing some problem in his network. b) Customer wants to know the latest scheme. ©) Customer wants to change his caller tune 4) Customer is angry. He says that he did not activate any caller tune for which Rs 30 have been deducted from his balance. 4, Narrate any instance wherein you called at any call center for enquiry. Explain the entire conversation with CCE. Skills P: i ao is Practical < 1. One participant becomes a customer who has to inquire about a monthly rental plan, The CCE has to know the requirements of the customer and then suggest a plan accordingly, The customer will then request the CCE to change his plan. 2. Alltheother participants have to observe and record/document the conversation of the customer and the CCE. — 16. © 2014 Unifiers Social Ventures Pvt. Ltd.Key Learnings 1. To understand the concept of Query, Complaint and Resolution 2. Understanding difference between Q, Rand C 3. Recording customer interactions as QRC © 2014 Unifiers Social Ventures Pvt. Ltd.:Unit Chapter 8.2 Verification Chapter Objective > To understand the verification process 8.2.1 Verification Verification of the Customer To most of us, there may be some instances where we called customer service; It could be just an inquiry or a complaint. However, have you observed that in almost all of your calls, the-representative asks for your identification? Why is call verification so important? Answer is to keep customers data and service safe for example if CCE do not follow verification process and activates some service .The customer may came to know when he receives bill in which charges will be there. ‘Customer Verification is the process where CCE verify the customer on behalf of company before being allowed to activate and deactivate services Verification Scenarios Below mention are scenarios wherein CCE is suppose to verify ‘* Balance depletion PUK information Activation and deactivation requests ‘© Bnumber information © While raising requesticomplaints (except OND and network) Verification Parameters CCE can ask following questions (only two) to verify the customer before activating and deactivating any service : Name of the customer (As per CRM) ‘* Address of the customer (As per CRM) '* Proof submitied by customer ‘* Frequently dialed numbers * Last 3 calls or SMS numbers © Date of birth of customer —1 ‘© 2014 Unifiers Social Ventures Pvt. Ltd,True or False 1. Verification helps in controlling fraud. Any changes can be made to the customer's account without verification. 3. Verification is generally not required in a. scenario where a customer is asking for a particular department's contact number or operational hours. Skills Practical c Te TT ea ete iE Mock Call Divide the batch into two teams.-Each team to send one volunteer at a time. Both volunteer wilt indulge in the conversation where one will be associate and the other will be the customer. Rest of the team will note down observation in term of- Whether the call requires verification or does not require verification and if the call requires verification to be carried out, whether or not the associate should proceed with the customer's request. Key Learnings 1, Verification of the Customer 2. Verification Scenarios 3. Verification Parameters © 2014 Unifiers Social Ventures Pvt: Ltd, ——_—__$_$_—-—119. —Unit Chapter 8.3. Addressing QRC Chapter Objective » Addressing Customer QRC 8.3.1 Addressing Customer QRC ‘* Categorize the customer call into Query/Request/Complaint as per resolution and not as per customer voc ‘* Obtain sufficient information from the customers to logiri their request or complaint. © Give resolution time to the customer © Share TAT with customer while raising any request or complaint. Share request/complaint number with customer while raising any request or complaint. * Try to resolve the customer complaint at your end through effective probing and system check * Verify customer details in account related and PUK information calls List of Common requests ‘* Request for activation/deactivation of service © Request regarding change of plan Request for activation/deactivation of promotional pack Skills Practical Fe a ee Handle Situations ' oi 1, Accustomer yells ‘at you because he is not happy with the services of his mobile network. He has previously also requested to look into the matter. But stil the problem persists. He now is angry and wants a solution immediately. 2.. Acustomer calls you to request a change in caller id. You are explaining him the process. But he is not able to understand it. it a Key Learnings € 1. Addressing Customer Query, Request or Complaint on the bas ion. 2. Resolution Time 3. List of Commori Requests. —— 120. ‘© 2014 Unifiers Social Ventures Pvt. Ltd, —————_________Unit Chapter 8.4 Escalation Chapter Objective ; > To understand the Escalation Process 8.4.1 Escalation Process Before escalating call of the customer CCE should make an attempt to identify and resolve QRC in following ways : © Empathize with the customer. Listen attentively to the customer's QRC and do not interrupt. ‘Review the account and complaint details ‘¢ Ask probing questions to ensure understanding of the issue. Take the appropriate steps to correct the issue If the customer stil insists on speaking with a manager, © Escalate the call to the supervisor instead of arguing with customer. Provide the supervisor with information regarding the customer and the issue. © {fno one is available immediately to handle the customer's call, offer the customer the option of receiving a call-back from’a member of management within 2 hours. ‘* Inform the customer that you are transferring his call to the supervisor , Ac —_——— 1. Process of Escalation of Q, R&C © 2014 Unifiers Social Ventures Pvt. Ltd, mt 21 mnTheory Questions < True or False 2) Before making the customer talk to the supervisor we need to provide the supervisor with information regarding the customer and the issue. b) CCE can ask, date of birth of customer before giving PUK number. ©) Escalation is required in every complaint call 4) You may interrupt the customer while he is talking. [ Practical Skills mo Scenarios to Check Resolving customer query, request and complaint a) Customer complains that his number is not working and Prompt is PUK b) Customer has activated DND on his number month ago however he is getting calls from insurance company, customer wants to bar these call ©) Customer wants to activate internet services on his mobile 4), Customer wants to know about roaming charges ©) Customer wants to know about any pack through which his roaming charges can be reduced f) Customer wants to block all marketing calls on his number g) Customer wants to know about procedure to activate ISD facility on his prepaid number h) Customer complaints that he is getting prompt “registration failed” on his phone — 122 ‘© 2014 Unifiers Social Ventures Pvt. Ltd, nnUnit JM Develon Customer Develop Customer ’ Relationship \ —e, Chapter Nam ee mela) acre meee) ' | TELINO102/KA4 ! ' Chapter 9.1 Introduction t t ! 1 ' ! 1 1 pee ee ec ee ee ee eee eee Capea 4 1 1 1 t he 1 TELINO102/PC1 1 1 Chapter 9.2. Customer Categorization 1 1 1 1 ! Se ere eee eateries Hee eee eee 1 ' 1 ' t 1 ' 1 Chapter 9.3. Customer Feedback 1 TEL/NO102/PC2 | t i ! I EEE eRe Cee rSEe Se eee eee e te eEe Er ete eee. See eee eee eee I ' TEL/NO102/PC3 , TELINO102/PC4 1 TEL/NO102/PC6 Chapter9.4 Customer Satisfaction 1 TELINO102/PC7 : 1 TELINO102/PC8 ' TELINO102/PC11 ' TELINO102/PC13 ' ©2014 Unifiers Social Ventures Pvt. Ltd, ern 23, mmUnit Chapter 9.1 Introduction Chapter Objective » To introduce the concept of Customer Relationship 9.1.1. What is Customer Relationship? What do you understand by the term customer relationship? Itis an association that exists or existed between an organisation and its customer. Customer relationship can be built based on products or services. 9.1.2 Why is it Important? Customer Relationship is important for industry. Maintaining customer relationship-in a telecom industry is a key factor as organisations in this industry generally have long.term association with their customers. The process of maintaining a good relationship with customeris called CRM (Customer Relationship Management). CRM helps the organisation to understand what their customers need. It also helps the organisation to cater to those needs efficiently, effectively and accurately. Customer Relationship Management process also requires maintaining information more than a human brain ccan retain, hence companies use CRM Tools and Applications. Here are some advaritages of CRM Maintain a History CRM will help you maintain records of historic purchases and requests. This information will allow you to assess customer needs effectively in time whicn in tum improves customer satisfaction and increase profitability Customer Categorisation ‘CRM will allow you to categorise your customers according to the value of business they bring and give the organisation insight about the kind of service and benefits the customer can expect. Improves Customer Loyaity Maintaining a good working relation with your customer will ensure customer loyalty, thus improving customer satisfaction and directly impact profitability of the organisation. Promote Word of Mouth Advertising & Improve Company Reputation Maintaining a good and a positive relationship with customer will lead to a satisfied customer and in tun your customers will talk to other people and give a positive opinion, and the more customers you have talking good about your company the better your company's reputation gets. — 124. © 2014 Unifiers Social Ventures Pvt. Ltd, ———_———_________Theory Questions ‘Complete the sentences: a) Customer relationship is important because b) Maintaining a good Customer Relationship will make the customer feel... 2. List down & things that you will do to ensure a good Customer Relationship ii. iff iv. Key Learnings |, 1. Understand the importance of customer Relationship 2. Know what Customer Relationship is about 3. Advantages of Customer Relationship © 2014 Unifiers Social Ventures Pvt. Ltd. 125 ——— 126. Unit “Chapter 9.2 Customer Categorization Chapter Objective ». To understand the concept of Customer Categorization 9.2.1 What is Customer Categorization? In today's world telecom companies have millions of customers. It becomes difficult to offer each customer products and services that is most suitable to their requirements. To overcome this problem to offer customised products and services companies adopted customer categorization based on a lot of criteria's broadly categorised as Land Line and Cell phone. 9.2.2 Why is it Important to Catego! e Customers? With the large range of products and services offered by telecom companies today, it becomes impossible to offer customised services unless you categorise customers to understand their needs. This will in turn help the company improve customer satisfaction which would have a direct impact to increase profits. 9.2.3 Types of Categorization Now let's look at \customer categories in a little more detail. Customers can are categorised as per their geographical location, spending pattern, usage, services used, type of service, value added services etc © 2014 Unifiers Social Ventures Pvt. Ltd, $$We will learn about what is relevant to our job function. So let's look at type of service and usage. Types of Services ©. Landline *. Mobile Landline : Landline refers to telephones that are based in a specific house/building © Home Office * Hotline Home - A home landline is your regular telephone at home which is either a wired or a wireless. Companies that provide wired services are very few like BSNL’ & MTNL. Wireless landline phones are provided by most leading telecom companies like TATA, Reliance, Airtel, Vodafone & Idea to name a few. Office - Office customers are also called corporate customers. These customers have a specific requirement like having 1 phone number which can either be a 10 digit cell phone or an 8 digit landline number connected to 1 or more instruments termed as extensions and can vary from a 4 digit number to a 7 digit number. Look at the image below for better understanding. Centeral EN EIR Te ora reciver react] calles apace) Hotline - Hotline. is a further complex model.to the office connection. This service is largely used by the Customer Service industry followed by Sales. A hotline number has a more complex structure than a office number. Ahotline number can either a regular 8 digit number or a 10 digit number like the 1800 number. This main number is connected to an automated system also known as a VRU (Voice Response Unit) that has a recorded voice providing customer options. Based on the customers selection the system then transfers the call to a sub-prime number which then automatically transfers the call to the extension that has been free for the longest time. Here is an example, you call ABC Telecom at 1800 123 456 and the call is answered by the VRU system and you are given 3 options A27 a © 2014 Unifiers Social Ventures Pvt. Ltd.1. Dial 1 for Service 2. Dial 2 for Sales 3. Dial 3 for Complaints Now we have 3 departments and each department has a number which is a sub-prime number under the prime number which is 1800 123 456. Based on you selection you will be transferred to that department and within a click you call is transferred to the extension of the person who has been available for the longest time. od pee ABC Telecom 1800123 456 Tenia sub un . aed Or Cru 2sales ort prise erate) 3.complaints )cREAERREERREARELOAE Representative txtention A Fors fers fed coc pr Number Mobile Mobile is a service which can be used across the globe. Mobile services are categorised as @ Pre-Paid © Post-Paid/Billing * Private Numbers Pre-Paid Pre-paid is a very simple service type. Pay first and use later. Pre-paid service is where the customer pays the company XX amount and then can makes calls for the amount that has been made available by the telecom company. Once the customer has completed using the service for what they have paid all services are barred except incoming SMS and Calls. Pre-paid offers customer to be in complete control of his expenses. Post-Paid Post-paid follows the fundamental of use first and pay for what you have used. In this service the customer uses the service first and then pays at the end of each month based on what they have used, This kind of service allows less control on expenses as compared to pre-paid. Here the customers are provided a grace period to pay their bills and only post that will services bé barred. Private Number Private numbers are generally provided to Elite / VIP customers who are mainly public icons or popular personalities. In this type of service you can choose to customise your service as you wish to e.g only receive incoming calls from selected numbers. The number is not published to public and is available only to selected staff under information security policy, does not display number to the receiver when a call received from a private number and no restrictions of using the service across the globe are a few benefits, This service is ‘ot available to all as you require government permission and police permission, secondly this is a premium service and so the charges are also on a higher side. — 126 © 2014 Unifiers Social Ventures Pvt. Ltd.Pee ee EEE | Theory Question ory —— TruelFalse 1. Use fitst and pay later is a principle followed in a pre paid mobile service. 2. AHotline number can either be a regular 8 digit or a 10 digit number. 3. Office line customers can not be callled corporate customers. 4. Ahome landline has to be a wired connection. Skills Practical SS tee ——a, 1. Acustomer calls you up and he wants a new private number which he wants to keep confidential. What will you do? Key Learnings 1. Understand the importance of customer categorization 2. Types of categorization 129 —— ————_——_———— 0 2014 Unifiers Social Ventures Pvt. Ltd.Unit Chapter 9.3 Customer Feedback." Chapter Objective » To understand the concept of Customer Feedback 9.3.1 __ What is Customer Feedback? Organised information collected from your customer about their opinion, suggestions and experience about the product or service is called Feedback, 9.3.2 Importance of Customer Feedback Customer feedback allows telecom companies to better understand how customers rate and use their products or service as against competitive products. It is of high importance for determining where a ‘company's products and services excel or fall short against customer's expectation and against alternate service providers in the market. For example, customers may like the network coverage of ABC Telecom as againist XYZ Telecom, which you mean that XYZ Telecom would need to improve’on their network coverage. Customer feedback can help telecom companies evaluating how employees treat customers. Customer Service Satisfaction surveys are a common ‘type of marketing research. Companies can determine through surveys whether customers are getting their questions answered and problems resolved. Additionally, a company can determine if some customer service reps are being rude to customers, especially if the topic of rudeness comes up frequently during the surveys. 9.3.3 Advantages of Customer Feedback Get Honest Opinions Customer feedback is vital to telecom industry to get honest opinions on services or products from customers. These opinions can make it easier to get into the minds of the most important critics. Improve Relations ‘When your customers feel that your company truly cares about them and what they think, they may be more likely to be loyal customers. When a business makes changes according to feedback, it shows that they truly listen and respect those opinions, Inexpensive Business Advice Some companies pay a huge amount for someone to come in and tell them what improvements need to be made to products and services to get more customers. Customer feedback is essentially inexpensive business advice directly from the source. — 130. © 2014 Unifiers Social Ventures PVt. Lt,More Customers When a business is willing to receive feedback and listen to it, word spreads and more customers may be willing take a connection based on your commitment to excellent customer service. Positive Changes A company does not like to brag about the negative aspects of their operation they want to have mostly positive things to say. Customer feedback can mean positive changes according to their comments, which could mean a better reputation and more money for the business. Capturing in Timely Manner In today's competitive Indian telecom market it is very important to capture customer feedback in a timely manner, This will allow your company to improve their product or service and also enhance customer satisfaction 9.3.4 Feedback Recording Process Here is the way telecom companies capture customer feedback. For telecom company itis the front line staf that speak to customer's day in and day out, Hence it makes it really important that companies put a feedback recording process and train its frontline staff on how to deal with angry customers and record feedback. Let us look at the feedback recording process first. Takecustemer detas Take Customer Details The first thing you do before you proceed in logging customer feedback is to ensure that you have all the required customer information like the customer's telephone number, mailing address & name. This is required to ensure that you access and record the feedback for the right customer. Check for similar feedback in history Check if the customer has complained or provided feedback for the same situation, because sometimes | could be that the instrument, that the customer is using is faulty ang there is no problem in the service provided. This procedure can also result in immediate resolution and improving customer satisfaction. ‘ypothe feedback Cistomer words : Prowigecustomer with Create a feedback / complaint reference number reference number Every time you log a feedback or a complaint on the customer's account the system generates a reference number which the customer can use to follow up and check for resolution status. This also helps telecom companies to categorise complaints and ensure that based on the nature of complaint a specialist can speed up the resolution process. © 2014 Unifiers Social Ventures Pvt. Ltd. ABT— 132, ‘Type the feedback in customer words Type the feedback in customer words as much as possible. It is human nature that a person can best explain a problem when he has been facing the problem. When your customer faces a problem and is giving feedback about the same they are able to emphasize on it with specific words which help the resolution team to understand customer's dis-satisfaction level. This will also allow the specialist to understand the exact problem. Provide customer with reference number Provide your customer with the feedback / complaint reference number as they will call back if the problem is not resolved within their expected time. Providing customer with the reference number will allow the other customer care executive to locate the feedback form and provide customer with an update without wasting time and further adding to dis-satisfaction. Ensure to submit/save This is @ very smail action in the process but can become the biggest problem when not done. Submit/save the feedback/complaint immediately after you are done talking with the customer. Not following this step or human error can result in either no resolution or a call back to the customer wasting time. Let's look at a simple process in dealing with customers who have @ feedback or complaint. © Greet Ht Listen Acknowledge Apologise or Thank eevee Reconfirm Reassure Greet:- It is important to greet the customer as this will act as a conversation starter and make the customer feel welcome and that he has a real person on the other side of the call. Listen:- When your customer is giving feedback they want to be heard and would not want you to be interrupting them. ‘Acknowledge:- When your customer is talking they also needs to know that they are being heard and are talking to a person. Use verbal nods like “Ah-ha’ “ok" “alright” etc. This will et the customer know that you are interested in what they have to say and also understand what they are talking about. ‘Apologise or Thank:- Say that you are sorry for what has happened and that you will ensure that the issue is resolved as soon as possible if the customer is calling for a negative feedback or a complaint. Say Thank You when the customer is calling you for a positive feedback or giving a compliment. Reconfirm:- Customers would like to know if you have really understood what their issue is and this can be done by telling the customer what you have understood. This is called reconfirming as this will allow you to clear any doubts or information you need to ensure that the issue has been resolved. ¢ Reassure:- Always use statements like “Don’t Worry’ “Be rest assured”"! will help you” as this will make the customer feel that you have understood their problem and know how to resolve it. © 2014 Unifiers Social Ventures Pvt. Ltd, —————_________Eee ue Theory Questions o 1. Identify from the following the feedback parameters for the company and the customer care executive. Soft Skills/Voiceline Quality/Wait Time in getting through the executive/Product Knowledge/Timely Resolution of the Problems/Brand Rating ‘Customer Care Executive ‘Company —| 2. State True / false a) Customers are the most important critics. b) Customer feedback does not make a lot of difference to the work | do as a Customer care executive. ¢) Capturing feedback in a timely manner is very important to enhance customer satisfaction. 3. Fill in the blank The first step in recording a feedback is .. .-. (documenting/listening) Is Practical a ee eS EN eSTEE VEL TS 1. Acustomer had requested your organization to change his 3G plan and convert it to a 2G plan some 3 days back. You have to take his feedback, document it and process it for rectification. (The customer's request was not met and he is not happy with the service.) Key Learnings = Understand the importance of customer feedback Know the importance of customer feedback Advantages of customer feedback 7 Feedback recording process aR eNs How to handle a customer who is providing feedback or is complaining © 2014 Unifiers Social Ventures Pvt. Ltd. 433 ———Unit Chapter 9.4 Customer Satisfaction Chapter Objective > To understand the concept of Customer Satisfaction 9.4.1 What is Customer Satisfaction? Customer service is a term used to define how satisfied is the customer with the product or service you provided. Customer satisfaction is very important for the telecom industry as relationship with customers are always long term. And to retain loyalty you need to ensure that your customers are satisfied. 9.4.2 Ensuring Customer Satisfaction What do customers expect from us? Knowledgeable and available In the telecom industry, when customers call the customer service centre they expect to obtain accurate information when they want it. You need to ensure that you are known about all new updates to the range of products and service the company has to offer, you also need to know how to navigate to customers account information as customer will also ask for his current plan details. Friendly People Everybody wants to be treated in a very friendly and-a welcoming manner, and so does your customers. You need to ensure that you sound and speak in a friendly and welcoming tone but also maintain professionalism, This means that you need to make the customer feel comfortable and always offer assistance. Good value This is where most of us make a mistake, When we talk about good value we always think about the pricing factor, but that’s just a part of it. There are other aspects that add to good value like how well is your product suitable to customers need, what are the advantages and how will it add value to his needs against their current product or service Convenience ‘The rule here is simple, “Make it easy’. Telecom customers today want things to be attractive, easy to understand and simple to use. The simpler your explanation the better the understanding. Remember you are trained to know all the abbreviations not the customers so ensure you speak in a simple language that your customers can understand. A Fast Finish This is where we tend to make the biggest mistake “The Finish”. The moment the customers have their — 134___—__———_— © 2014 Unifiers Social Ventures Pvt. Ltd.required information they don't wish to waste time and finish with the call. Don't try and push to waste their time. If you need to up selll or cross sell make it a part of your conversation and not keep it for the last for it to. sound like a.complete sales conversation. There are a lot of things in today’s world that make life difficult for all of us. Remember that your customers also face the same in their life, overall they expect to be treated in a professional way, they want to be heard and valued for the business they provide. If you provide easy and convenient service you will exceed customer expectations. Giving additional information With the range of products and services telecom industry has to provide today it is critical to give additional information to the customers. This will make the customer feel valued and that you really care about them getting the best. Let's look at some advantages of giving additional information. Improves Customer Satisfaction By giving additional information that is relevant to customers request / query makes your customer feel that you are listening truly and care about their question or issue and genuinely want to help. Thus improving customer's satisfaction. Improves Profits ‘When you provide service that exceeds your customer's expectation then the customers are happy and will always return to you for the next requirement that they have which will increase companies’ profits. Builds Customers Confidence When you provide additional information that customers need to know from the service provider the customer. will always trust on what the company has to say and offer. Creates a company image In today’s competitive telecom industry, company image can be the deciding factor for potential customers. In simple words if your friend tells you that he has trouble with his/her service provider very often, even if you might reconsider your decision if you-want to buy services from the same company. Feel Good Factor When you provide additional information to customers some of them will appreciate the efforts that you have made and will provide a positive feedback which will make you feel good about what you are doing and also help improve your performance, Open Opportunities Giving additional information will make your customers talk more about their service using pattem and needs, this will give you opportunities to offer new services to your customers which will better cater to their needs, © 2014 Unifiers Social Ventures Pvt. Lt, eee 35,9.4.3 Complete Resolution Telecom industry today strives to provide complete resolution to issues faced by customers as moving service provider by keeping the same telephone number has become easy and is a hassle. free process. First Call Resolution In telecom customer care FCR (First Call Resolution) holds a lot of value. What is FCR? The process of resolving and providing a solution to customer concerns and issues at the time they first speak about itis called first call resolution. For example customer calls and informs you that they are unable to connect to the internet, and you ask the customer to check on the settings and resolve the issue by asking ‘customer to make minor changes to.the settings. In this example you are able to help the customer connect to the intermet and resolve the problem at the first call the customer has made about the issue. . Let's look at 3 advantages of providing FCR Improves customer satisfaction First call resolution has a direct impact on your customer satisfaction scores. The more FCR you provide the more you have happy customers and thus you get a better customer satisfaction level. Less call handling time Providing FCR means that customers would not neéd to call back. Having your customer call back with the same issue means that the customer will be irritated about the ongoing issue and an irritated customer means that they would want to vent it out which will increase your call handling time. Increase the opportunity to sell Providing FCR means that your customers will have more faith and trust in you and-clubbed in less call handling time gives you more opportunity to sell and with customers faith the acceptance level is high which will result in successful sales-conversions, Reduce loss of customers As discussed earlier that the competition in the telecom market is significantly high providing customers with lots of options. Providing FCR will ensure that your customers stay with you, Research shows that companies that believe in FCR have a loose about 2% of customers who have issues and complaints, and companies that do not focus on FCR loose about 19% of customers who have issues and complaints. 9.4.4 Escalation ‘What do you understand by the term Escalation? Escalation in the telecom customer care means taking ownership and passing on the customer's problem for resolution to someone else in situations where you are unable to resolve the problem. Let's look at an ‘example, You have a customer who is calling and asking for a refund of charges deducted from their balance, a customer care executive does not have the authority to agree to refunds, in this situation you will need to refer to your team leader for authorization or transfer the call to a team leader for the resolution. In situations where you have to escalate the problem to a senior person, you customers are most often angry. We have already looked at handling angry customers earlier, but let's look at it again — 136 6 2014 nifiers Social Ventures Pvt, Ltd, ———_—_—___—Greet Listen Acknowledge Apologise or Thank Reconfirm Reassure eeccee Greet It is important to greet the customer as this will act as a conversation starter and make the customer feel welcome and that he/she has a real person on the other side of the call. Listen When your customer is giving feedback they want to be heard and would not want you to be interrupting them Acknowledge When your customer is talking they also needs to know that they are being heard and are talking to a person. Use verbal nods like “Ah-ha" “ok” “alright” etc. This will let the customer know that you are interested in what they have to say and also understand what they are talking about. Apologise or Thank Say that you are sorry for what has happened and that you will ensure that the issue is resolved as soon as possible if the customer is calling for a negative feedback or a complaint. Say Thank You when the customer i§ calling you for a positive feedback or giving a compliment. Reconfirm Customers would like to know if you have really understood what their issue is and this can be done by telling the customer what you have understood. This is called reconfirming as this will allow you to clear any doubts cr information you need to ensure that the issue has been resolved. Reassure Always use statements like “Don't Worry’ “Be rest assured” “I will help you" as this will make the customer feel that you have understood their problem and know how to resolve it. The most important thing to remember is not never say “I cannot help you" or “I need to take authorisation”, this will only depict that you are incapable of handling the situation. Instead say “Give me a moment while | check for some information” or “Can | get a minute or two to check some information”. Now let us look at the escalation process: Take permission for hold Always take permission from customer before you place them on hold and let them know how long you will please them on hold and, make sure you get back to your customer within the time given. Place on hold Ensure that you mute your call and place check if you the call has been put on hold, you don’t want the customer to be listening to you speaking to your senior, this will again make the customer lose confidence in you. Inform before you transfer Always make sure you get back to your customer and inform them that you are going to transfer the call to you senior who will help resolve the issue: © 2014 Unifiers Social Ventures Pvt. Ltd. 137 ———— 138. Introduce before you disconnect Always introduce your customer to your senior and explain the situation in brief on the call before you disconnect yourself from the conversation. You also need to acknowledge to the customer by saying "Mr. Kumar my colleague will now help you further’. 1) State True / False a) Customers expect you to provide them a delightful service by giving them at an instant what they want, b) If you want to up sell or cross sell a product or a service you should do it just before ending the call ©) When the customer talks of value of the product or a service he/she is just talking about it's price. 4) Its ok to make the customer wait for a query related to a new service plan. 2. Fillin the blanks a) What is the full form of FCR? ..... b) FCR has datataaae impact on customer satisfaction. (a direct/ an indirect) ©) To make the customers happy his/her expectations should oo a a nu the service levels of the CCE. 3. Acustomer calls and informs you that he/she is unable to connect to the internet. What will you do? (Give clear instructions to the customer and try to solve the issue at that time only.) 4. The customer after putting in wrong password many number of times have now lost access to his account. How can he recover his password. Skilis Practical a _— PEPEEEEr EERE EerE et Peeeee ee ana 1. The customer calls you and'asks:you to find out a reasonable plan for him. He states that he travels a lot and is most often on roaming. You have to suggest him some two to three plans that would be cost effective for him giving him the additional information like sms packs, 2G services that he can club with the plan to make it more cost effective Key Learnings a “Understand what customer satisfaction is Providing Additional Information First Call Resolution The process of Call Escalation © 2014 Unifiers Social Ventures Pvt. Ltd.Unit Chapter 9.5 Introducing Customers to New Services Chapter Objective > To learn the Importance of introducing new Products and Set 9.5.1 Introducing new Products and Services Why is'it important to introduce new products and services? Sales in the telecom industry is a part of service. Your customers today have varied needs as time passes by. Eg. Internet based chat applications have taken over the market and sms is barely used, this has shifted customer needs from having sms packs to having intemet packs. Now keeping in mind the above example itis your responsibility to ensure you inform your customers about new plans available that will benefit them, This will improve customer satisfaction and profitability. Introducing a product Customers calling the call centre are aware that they will be asked to buy something and become defensive the moment their query is resolved. This does not give an opportunity to the CCE to introduce a service that will benefit them, So how do you introduce? It is a very simple technique of being natural and being human. Let's look at thé process of introducing a product or service. 1. Build Relationship You are not an automated machine or a computer, so be yourself and talk to the customer in a tone you speak to another person. This will givé you the space to build a relation with the customer 2. Check customers information ‘While you assist the customer with their query, check and make-notes of their usage trend and what are the active services. This will alow you to offer the most appropriate product or service 3. Position yourself Positioning your offer is the critical part. You will always face denial if you offer after saying the closing statement “ls there anything else | can help you with today". This is where your customers get defensive and deny offer. Make sure you link it once you are done with customer's query, use statements that the customers can Telate to e.g. “I noticed that you have been. paying huge roaming charges, do you know we have a roaming plan that can help you cut down your costs’ 4, Close the deal Your customers will rarely say “I want it", so ensure that you facilitate customers decision making, do not decide on behalf but just facilitate by showing them the benefits by linking the benefits to their current usage. © 2014 Unifiers Social Ventures PVE. Ltd, ————— nnd 39 ——