S.

Topic

Purpose

Initial Probing to be done

Probable Responses (from Customer)

System Checks to be done

Security Check

Resolution

Proposed Changes

Alternative Information

Tagging

> Activate a CT via 55655

> Customer wants to change a CT or Activate a CT > Customer wants to activate a CT for all Callers or Particular caller

> HLR: If SMS > SMS or Calling Not required service is active on > Song the account. Needs to as general Name/Movie check through CRBT/ Information Name Unbilled OCC

> Caller Tune activation: ACT CT to toll free 144 > SMS Method to select song: a) Edu on SMS method of activating song by sending movie name ir song name. (charges if any) b) Calling Method:Educate on code to be dialed to select song (edu charges if any) Charges: Monthly Rentals and Song selection Charges, song change charges and validity TAT: Max 5Hrs for Activation Confirmation SMS will be sent for activation.

Agent should be able to transfer cust's call to IVR(55655) for a song selection. This will help increase revenue in CT and FTR .

* Agent should be able to transfer cust's call to IVR(55655) for a Caller tune song selection instead of asking customer to call back on 55655 for CT song selection

> Press Star and copy a particular song from a local Vodafone, Airtel and Idea Mobile.(song change charges apply)

Type: Value Added Services Sub Type: ECaller Tune Enquiry on : Activation Mode of Request : IVR Interaction Type: Info given case closed

Caller Tunes

Caller Tunes Type: Value Added Services Sub Type: ECaller Tune Enquiry on : Call on: 55655 (Re. 1 per Activation minute) Mode of Request Follow the IVR : IVR * Standardize Caller tune instruction.(Ex-just say the Interaction Type: Rental to 40 Rs/month movie name or 3 words of > Press Star and Info given case (rental+song change) both valid copy a particular that song will be able to closed listen that movie song than for 1 month. (Currently cust's song from a local are charged Rs 30 Rental+15 Vodafone, Airtel type the code and will be for song change. Cust's not able to activate the song) and Idea Type: Value very happy as they feel 2 Positive Bal:Rs.35 for Mobile.(song Added Services charges are levied for one Activation,Rs.5 for Song change charges Sub Type: Eservice) change. apply) Caller Tune Song Change Charges: Rs. Enquiry on : 15/-Monthly Rental :Rs .30/Activation TAT: 5 hrs. Mode of Request : Charges Interaction Type: Info given case closed

Customer wants to know about CT Rental Song selection chrgs

NA

NA

> HLR: Check caller Not required tune is active on HLR as general BSCS Ticklers / Information Unbilled OCC

> How many times > Error says "call recharge has been customer done > Enquiry: Customer voucher got overscrtach: service" > > What is the error > Says "account message? locked"

> Can check in CRS voucher serial Not required number to check as general voucher is available Information or not

> Talktime Voucher:Rs10,Rs50,Rs100 > Method to recharge: Etop up or Paper voucher > Additional Information: promote altenate ways of recharge via E-top up

* If Voucher is damaged, customer is asked to visit VS with the recharge coupon to get the benefit. For refills with low denomintion (<Rs 100) we can have a process to handle these calls are call centre instead of asking cust's to visit store.

> Inform with Dial 140 to recharge thru IVR or RC MRP.111 to get voucher details

Type: Recharge Sub Type: E Status of Recharge Mode of Recharge :Paper Recharge Status :Failure OutCome: Information Given - Case Closed

> Enquiry: Customer Recharg wants sms pack at > Local Or STD e related low rates

> Both Local & STD

> Check in CRS for Service class whether eligible or not

Not required as general Information

> Explain benefits of sms pack > Activation method first step activation via E-top or SMS procedure is toll free. > Confirmation SMS will be sent post activation.

* To introduce an SMS pack in between Rs 35 & Rs 149 like > 121 Toll Free Rs 75 [old scheme - 75 free IVR option sms for local]

Type: Recharge Sub Type: E - E Recharge Offers Type of VAS: Bonus Card Enquiry On: Type of bonus card Eg:(SMS 89 Unlimited Pack (Local + National)) OutCome: Information Given Case closed

> Enquiry: Customer wants Vodafone to > Local Or STD Vodafone free calling offer

> Both Local & STD

> Check in CRS for Service class whether eligible or not

Not required as general Information

> Explain benefits of calling pack > Activation method via Etop or SMS procedure is toll free. > Confirmation SMS will be sent post activation.

* To introduce a bonus card offer - Vodaf to Vodaf calls free for 1 day on purchase of xxxx > 121 Toll Free bonus card. BPL is having a IVR option scheme of 1 day Loop to Loop local free for low users,with a Particular amount of recharge)

Type: Recharge Sub Type: E - E Recharge Offers Type of VAS: Bonus Card Enquiry On: Type of bonus card OutCome: Information Given Case closed

> Check Handset compatability. > Enquiry: Activation > Does the customer of GPRS wish to activate internet on mobile or computer?

> Either Mobile or Computer > Handset is compatable

> HLR: SMS service should be active. > Check if Vodafoen Live is already active

Not required as general Information

> Explain benefits of Vodafone Live > Activation method first step activation via SMS ACT VL to 144 toll free. > Confirmation SMS will be sent post activation. > Settings: S<space>IMEI [handest] to 52586. The settings received must be saved in the handset. > Browsing charges to be informed and no monthly rentals for VL

Vodafon e Live

> Check Handset compatability. > Enquiry: Not able Mobile or > Does the customer to get GPRS setting computer wants setting for mobile or computer?

> Check if Vodafone Live is already active

Not required as general Information

Settings: S<space>1st 15 digits of the IMEI NO. to 52586(Toll Free) Surfing & Usage Charges: 10 paise per 10 kb. MMS Charges: Rs. 3 per MMS (Size - 100 kb)

* GPRS Settings code to be updated on SMS Push/ When cust gets the GPRS Confirmation SMS the settings code to be updated in that SMS/ The GPRS settings to be directly pushed to customer via SMS (thru OTA portal) * GPRS Settings option available on website - cust to put his mobile number & handset model - the settings to be sent to his cell.

> GPRS Bonus card with complete information

Type: Value Added Services Sub Type: EData & Basic Services Type of Enquiry: Vodafone Live Interaction Type: Info given case closed

Inform WAP.111

Type: Value Added Services Sub Type: E Data / GPRS Type of VAS: Vodafone Live! Enquiry On: Setting OutCome: Information Given Case closed

8 Type: Value Added Services Sub Type: E Data / GPRS Type of VAS: Vodafone Live! Enquiry On: Activation OutCome: Information Given Case closed

> Enquiry:Customer > Check Handset wants GPRS compatability. unlimited surfing plans

> Handset compatable.

> Check if Vodafone Live is already active

Not required as general Information

Activation: Inform to recharge with Rs17,Rs27,Rs58,will 30MB/Day free surfing post 30Mb will charges 10p/10kb & Rs99 will get 60Mb/day will charges 10p/10kb.

* To introduce Vodafone Live scheme with unlimited Surfing (BPL has a scheme @ Rs 69 unlimited surfing)

Inform WAP.111

>Based on the amount mentioned by the customer Check in Unbilled Occ whether customer had used any >Yes services monthly charges have got deducted as activated or deactivated any Enquiry-Customers promo called in to know the details of Balance deduction >If system does not show any additional service activation or monthly charge deduction then ask >Yes customer if he had dialed any special number /smsed or Balance used any other Deductio service in last 4 -6 hrs n

Check unbilled OCC , if any service got activated then inform about the same to the customer, also please match the date for balance deduction with unbilled OCC

Security check is not required if customer is calling from same number

>If Yes educate customer on the service availed by him & charges for same. Convince customer that charges will not be deducted unless service availed.

Give alternative of SMS <FIVE> to 111, & *141# can be given

Type-prepaid Sub type-E- balance related, OutcomeIGCC

Refer call details in CRM

Security check is not required if customer is calling from same number

>If Yes Inform customer about call/sms charges. Convince customer that charges will not be deducted unless service availed. Also inform customer that Educate the customer about sometimes system does not Self help options like SMS get updated immediately. So FIVE to 111 gives you last five call after 24 hrs. transaction; For Account balance & validity use USSD *141# >Apologise To the Customer tell him that the dialing mode is incorrect, *141#is the Correct Mode, Toll Free Method

Give alternative of SMS <FIVE> to 111, & *141# can be given

Type-prepaid Sub type-E- balance related, OutcomeIGCC

Customer said that I am able to We ask the Customer check the that how he is balance gives a Checking the Balance wrong Syntex example. 141#, Enquiry - Customer called in says that He is not able to check the balance

No system check, Security check please elaborate the is not required balance check if customer is procedure to the calling from customer same number

Prepaid, EGive the option Balance Related of calling 140 LOV-Procedure IVR to check the to query for balance balance

>Incase system does not show any VAS Check unbilled OCC service usage in last & CDR , if any service 24 hrs but customer got activated then insists on wrong customer insists inform about the deduction then Ask on wrong same to the customer, customer if phone deduction also please match the was used by anybody date for balance else OR incase the deduction with keypad was left unbilled OCC unlocked

Security check is not required if customer is calling from same number

>Request customer to check last dialed numbers sent sms. >Educate customer that keypad must be locked if not in use and assure customer that balance is never deducted without usage

Give alternative of SMS <FIVE> to 111, & *141# can be given

Type-prepaid Sub type-E- balance related, OutcomeIGCC

Mandatory information to be captured in REMARKS

> Mode of activation > Charges

> Mode of activation > Charges

Preocedure:*14 0*16digit num# then press ok key. Recharge:via E top up

Inform Validty, No Talktime,Charg es , TAT for activation,

Inform Validty, No Talktime,Charg es , TAT for activation,

> Method of activation > Charges

Inform about ,setting sms,tat,charges

Inform about charges,tat,etop

Complete remarks (told to customer)requir ed

Complete remarks (told to customer)requir ed

Told customer name how to check The balance *141# Ok

Complete remarks (told to customer)requir ed