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TRAINING Induction Programe - CSD

Duration
TOPIC CONTENT
(hrs)

GSM Technology & Terminolgy 2


Postpaid & Prepaid Product 1
Bill Plans - Postpaid 1
Product

VAS - Text Based 1


VAS - Voice Based 1
VAS - Data Based 2
TOTAL 8

Activation Process - SEF, Deposit Structure (Postpaid & Prepaid) 0.5


SEF - Complaince Process (Postpaid & Prepaid) 0.5

Welcome Visit Process - (AV-CV Positive & Negative cases & Reverification) 0.5
Welcome Call, 1st Bill Call Process 0.5
Exposure Monitoring Process 0.5
Process

Dunning & Reconnection 1


Bill Despatch Process 0.5
Customer Accounting 0.5
Voluntary & Involuntary Retention 1
Refunds 0.5
Post-paid to Prepaid & Prepaid to Postpaid Migration Process 1.5
Sim Replacement & Mobile number Replacement Process 0.5
TOTAL 8

ECRM - FTR & SR 3


ECRM - BTVL Screen
Systems

2
AOL 1
Arbor - Query screen & Tabs 2
TOTAL 8

Arbor - Provisioning 2.5


PPAS 1.5
Systems

PACS 1.5
Summarisation 1.5
Certification 1
TOTAL 8

Customer Handling - Overview (friendly & courteousness) 2


Listening & Probing Skill 1
Soft Skills

Irate Customer Handling 1


Customer Delight 1
Monthly KPI's 1
CTA & CSMM 2
TOTAL 8
TOTAL TRAINING HOURS 32
TOTAL DAYS = Training 4
Note: 1 Training Day = 8 Working Hours
CSD

DAY

Day 5
Day 4
Day 3
Day 2
Day 1
8th July 7th July 6th July 5th July 4th July
DATE

Sachetan Sachetan Tulsi Tulsi & Sachetan Sachetan & Tulsi


Trainer
Level

Level 4
Level 3
Level 2
Level 1
Certification