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PACS

Overview:
Airtel has both postpaid and prepaid customers. PACS is a software used by Airtel as a
platform to support and provision requests made by its prepaid customers. PACS is a
software platform that is a combination of both front-end and back-end tools for Airtel
prepaid customers.

Key Deliverables:
By the end of this module you would be able to:

Identify the importance of using PACS.


Explain the different facets of the PACS package.
Use the PACS package as a front-end tool for customer query resolution.
Provision various customer requests using PACS.

Duration:
3 days

2
Introduction
Instructions to Ask the participants to read the following caselet.
Facilitator

Caselet Anil is an Airtel customer. He uses a prepaid connection. He


had recently bought a recharge card. On entering the number
onto his cell he realized that his balance had not gone up. He
was very surprised went back to the shop from where he
bought the recharge coupon and asked for a refund. The
shopkeeper told him that the same was not possible. He now
is confused and does not know what to do.

What in your opinion should he do?

Instructions to Generate a discussion on the above caselet listing the various


Facilitator possibilities that Anil has. At the end of the discussion, share
the following slide.

Slide
PACS is both a front-end and a back-end tool for Airtel
prepaid customers.

PACS enables the Customer Care Executives to interact


with customers and resolve their queries/provision their
request.

Instructions to Say: The simple solution that Anil has is to call up Airtel
Facilitator Customer Care at 9810198101 and state his problem. The
Customer Care Executive will then provision the same and
suggest a remedy to his problem.

3
Instructions to Ask the participants to answer the following question.
Facilitator

Discussion Points 1. What is the Provisioning and Customer Care System?


2. What does it do?

Instructions to Discuss the answers provided by the participants. Then show


Facilitator them the following slide.

Slide
The Provisioning & Customer Care System developed by
Bharti Telesoft Ltd. helps manage, monitor and efficiently
control the incoming calls related to Queries, Complaints,
and Requests from Pre Paid customers. It also provides
the other basic functionalities like Workflow, Auto
escalation, Close looping of Pre Paid Customers
.

Instructions to Say: PACS is a combination of both the front and the back
Facilitator end systems for prepaid users. The Customer Care Executive
can handle a variety of tasks using this tool. These are shared
in the following slide.

Share the following slide with the participants.

Slide Using PACS the Customer Care Executive can:

Handle customer queries.


Raise service requests.
Provision customer requests and
Work and resolve customer queries and complaints.

4
Instructions to Say: There are specific steps that need to be followed while
Facilitator logging into PACS.

Now show the participants the various steps that are to be


followed on a flip chart.

On the desktop, click on the PACS agent


icon

When the screen asking the email


password appears

Click on cancel

Enter user name and password

Click on Ok.

The main PACS screen appears

Divide the batch of participants into groups of two participants


each. Assign a computer to each of the groups. Now ask the
participants to work on the following exercise on their
computers.

Provide each group with a dummy id and a password to


enable logging in into PACS.

Exercise Login into PACS on your computer.

Instructions to Once the various groups have completed the exercise, share
Facilitator the following slides with them.

5
Slide

On your Desktop click


on PACS agent icon.

Slide

Click on cancel to reach the


Main screen of PACS.

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Slide

Instructions to Ask the participants to answer the following questions.


Facilitator

Discussion Points List the various categories of information that you can obtain
from the PACS screen.

Instructions to Discuss the answers provided by the participants. The ideal


Facilitator list should have the following:

Customer Info
Case Info
Query Type
Log Info
Case Status
Links to various Screens
Cases in Work and View mode (if loaded)
Total no. of Queries, Complaints, Requests, Service
for the No.
Alerts set for the specific number entered.
Now show the following slide to the participants.

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Slide

Instructions to Ask the participants to identify the various tabs on the PACS
Facilitator main screen toolbar.

Once the participants have done that, share the following


slide with them.

Slide

C
u Pa
Cancel t ste
Save Add
Copy
Previous
V Delete
Exit i
e Mo
Next w dify H
e
8
l
p
Instructions to Ask the participants to respond to the following question.
Facilitator

Discussion Points How do you view a customer account details in PACS?

Instructions to Discuss the various answers provided by the participants.


Facilitator Now show them the following process on a flip chart.

Login into PACS

You will reach the main screen of PACS

First click on the cancel tab in the toolbar

Click on the add tab in the toolbar

Enter the mobile number in the telephone


number field

Press the tab button on the keyboard

Subscriber details will appear on the screen

Divide the batch into groups of two participants each. Assign


a computer to each of the groups and ask them to do the
following exercise.
Provide each group with a dummy mobile number and ask
them to find the subscriber details for the number.

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Exercise Find out the subscriber details for the prepaid number you
have been provided with.

Instructions to Once the participants have performed the exercise, show


Facilitator them the following slide.

10
Slide
Note :
City should be Delhi
Type should be Individual
Category should be Prepaid

1 2
3

Shows total no. of cases which are Open and Close.

Alerts set by an agent can also be viewed here.

Exercise Enlist all the categories of subscriber information that you can
get from this screen.

Instructions to Discuss the answers provided by the participants and then


Facilitator share the following slides with them.

Slide

Note :

City should be Delhi

Type should be Individual

Category should be Prepaid

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Slide Subscriber Information on PACS

Telephone No: The Airtel Magic (Prepaid) mobile number


assigned to the subscriber.

Name: Name of the subscriber.

Add 1/2/3: Billing address of the subscriber.

Type: Subscriber segment eg: Individual.

Organization: Name of the company (of subscriber).

Slide Subscriber Information on PACS

City: Name of city (of billing address),

Pin: Postal code.


Cont No: Contact number (landline or alternate mobile
number).

Category: Prepaid or Post-paid, currently being used only for


Prepaid.

Profile ID: It is the combination of profile and service class


allocated to the subscriber
E.g. C_81_01 where C_81 is the profile and 01 is the service
class.

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Instructions to Divide the batch into groups of two participants each. Assign
Facilitator a computer to each group and provide them with a PACS id,
password and a dummy prepaid mobile number. Now ask the
participants to perform the following exercise.

Exercise 1. Log into PACS.


2. Find out the information available in PACS for the
mobile number provided to you. List down all this
information.

Instructions to Go to each group and evaluate their exercises by asking them


Facilitator intermittent questions regarding the information on the
screen.

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Instructions to Say: On the CRM main screen, one part of the screen
Facilitator displays the different types of queries, complaints and
requests for each individual department. These are further
divided into sub-types.

Now show the participants the following slide.

Slide

Instructions to Now ask the participants to go back to the main PACS screen
Facilitator and list down the various other information categories in the
query screen part.

Discussion Points List out the various categories of information on the query
screen.

Instructions to Once the participants have prepared the lists, discuss the
Facilitator same with them. Then show the participants the following
slides, explaining to them the importance of each of the
information categories on the query screen.

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Slide Call Back: The call back is invoked automatically based on
query type selected. Agent has the facility to invoke it for a
particular query incase it is not invoked automatically.

Prov. Priority: This priority is to be given only in situations


where the case is related to provisioning. You can assign the
priority from 1 to 10 depending on the urgency.
(1 is the highest priority and 10 is the least).

Slide Repeated: The repeated tab will get ticked automatically


(system generated) if the same subscriber calls again for the
same query type within the SLA (the time period has been
defined at back-end for every query type). The case is treated
repeated if it is pending within SLA else it is treated as
fresh/new case.

Mode: Add/ Modify/ Delete depending on the type of change


that needs to be done by the executive in the subscribers
account.

Slide Value: New value to be provisioned for the customer (E.g.


New SIM number).

Checklist: List of items on which information need to be


collected from subscriber for a chosen
Query/Complaint/Request.

Slide Scripts: On-line automated scripts for quick reference to


information.

OK: An agent has to click on the OK button so that the


commit time (SLA) can be viewed on the screen. The same
can be communicated to the subscriber

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Slide

Instructions to Say: In certain cases, description code ids maybe required.


Facilitator In such a scenario, the following steps should be followed.

Share the following slides with the participants.

Slide To get description of code id:

1. Select the Query


type Click on F1

2. Right click on Query

Instructions to Say: When a customer calls up Airtel Customer Care, what


Facilitator does the Customer Care Executive do?

Discuss the answers provided by the participants. Then say:


The Customer Care Executive needs to login the case into
the system. The Executive can also enter notes into this
screen to enable smoother processing of the same. The Case
Info screen can be viewed on the computer in the form of the
following slide.

Share the following slide with the participants.

16
Slide

Instructions to Divide the batch into groups of two participants each. Assign
Facilitator a computer to each of the groups. Provide the groups with a
PACS id and password. Also give them a dummy prepaid
number. Now, ask the participant to answer the following
question.

Discussion Points List out the information available on the Case Info screen.

Instructions to Discuss the answers provided by the participants and then


Facilitator show them the following slides.

Slide Id: A unique number assigned to every case eg:


QVMSC071100008500 where:
Q is Query/Complaint/Request.
VMSC: Query Type (up to 5 characters).
0711:Month & date.
000085-Daily sequence no.
00 is Sub sequence number.

This Id appears in the lower portion of the screen when an


agent saves a case.

Source: The mode via which the executive has received the
case. Eg: Telephone, Fax, White mail, e-mail.

Slide Nature: The nature of the case (query, complaint, request,

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service, provisioning).

Priority: The urgency of the case i.e. hot, cold, warm. It is to


be given only in case the nature of the case is a query,
complaint or request.

Notes: Details of the case entered by the executive.

Slide Log Time: Call pick up time is synchronized with the server
machine E.g. 22-jul-2003 16:37.

Commit time: Commit time is calculated based on the


processes involved to resolve that complaint. This field gets
updated automatically when the agent clicks OK button on the
query screen.

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Instructions to Divide the batch into groups of two participants each. Assign
Facilitator a computer to each of the groups. Provide the groups with a
PACS id and password. Also give them a dummy prepaid
number. Now, ask the participant to perform the following
exercise.

Exercise 1. Find the last registered query for the mobile number
provided to you.
2. Enlist the various categories of information available
on the PACS screen.
3. Find the Description Code Id for the query.
4. Find out the information available on the case.

Instructions to Review the exercise performed by various groups by going to


Facilitator each computer and checking their work.

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Instructions to Say: At times, if a case is complicated, it is much easier for
Facilitator the person who had initially handled to recall it and suggest
solutions to resolve it. This information is also available on the
PACS screen as follows.

Share the following slide with the participants.

Slide

Instructions to Divide the batch into groups of two participants each. Assign
Facilitator a computer to each of the groups. Give each group with a
PACS id and a password and provide them with a dummy
prepaid number. Then, ask the participants to respond to the
following question.

Discussion Points List the different categories of information available on the


PACS Log Info screen.

Instructions to Discuss the answers provided by the participants and share


Facilitator the following slide with them.

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Slide Log Info Screen

Owner: User name through which the agent is logged in

Status: Status of the case can be Open, Pending, Forwarded,


Escalated or Closed.

Dept: Name of the Department of the owner who has logged


in the Complaint/Request.

Supervisor: Name of the supervisor of the case owner.

No: Extension number of the immediate supervisor.

Instructions to Ask the participants to respond to the following question.


Facilitator

Discussion Points How can an Airtel Customer Care Executive find out the
status of a case?

Instructions to Discuss the answers provided by the participants. Then say,


Facilitator It is not the Airtel Customer Care Executive but instead the
coordinator who needs to look at the case status screen while
closing the case.

Share the following screen with the participants.

Slide

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Instructions to Divide the batch into groups of two participants each. Assign
Facilitator a computer to each of the groups. Give each group with a
PACS id and a password and provide them with a dummy
prepaid number. Then, ask the participants to respond to the
following question.

Discussion Points What are the various information categories that you can see
on the Case Status screen?

Discussion Points Discuss the answers provided by the participants and share
the following slide with them.

Slide Case Status Screen

Comments: Comments left by the person working on the


case (i.e. the person resolving the case).
Pending/ Resolved/Close: The corresponding date/time
stamp along with the user name can be viewed here.

Close Online: It has to be ticked in case of cases resolved


on-line.

Save: To save any changes made.

Process: To forward the case to the next concerned


department after the first department has finished working on
their part of the case. It is clicked only if nature of call is
request or complaint. In the current scenario all coordinators
will resolve the cases and click on Process button so that it
reaches the outbound team for close looping

Slide Case Status Screen

In event of the case being resolved online by the


executive, he would click on Close online and Save.
In case the agent who is working on the case has
resolved his part and the case now needs to be
forwarded to the next concerned department, he would
click on Process.

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Instructions to Say: Cases coming to Airtel Customer Care can be of two
Facilitator types. Those that get resolved in the First Time and those that
are registered and need to be resolved over a period of time.
Different processes need to be followed for the resolution of
each of these case types. Let us look at these processes in
greater details now.

Share the following slides with the participants.

Slide First Time Resolution Cases

Open subscribers account

Select Query type

Click OK

Commit time appears in the Case Info

Enter Notes

Click Close Online

Save

In case of FTR, the close online tab gets clicked


automatically. In case of FTR, the commit time and the log
time remain the same.

23
Slide
1

4
2

5 6

Slide Non - First Time Resolution Cases

Open subscribers account

Select Query type

Click OK

Commit time appears in the Case Info

Enter Notes

Save

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Slide

2
2

5
3

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Instructions to Divide the batch into groups of two participants each. Assign
Facilitator a computer to each of the groups. Provide the groups with a
PACS id and password. Also give them a dummy prepaid
number. Now, ask the participant to perform the following
exercise.

Exercise 1. Find out the log info for the last query entered for the
mobile number provided to you.
2. Find out the case status for this query. Enlist the
information available under the various information
categories for this case.

Instructions to Once the participants have completed the above-mentioned


Facilitator exercises, ask them to respond to the following questions.

Discussion Points Make a flow chart for the steps to be followed in PACS in the
following scenarios:
1. FTR
2. Non-FTR

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Instructions to Say: There is a sub-screen on the PACS main screen that
Facilitator details the information regarding the subscriber available with
Airtel. Let us first see how this screen looks like.

Share the following screen with the participants.

Slide Click here to view the Screen

Instructions to Divide the batch into groups of two participants each. Assign
Facilitator a computer to each of the groups. Provide the groups with a
PACS id and password. Then ask them to respond to the
following question.

Discussion Points What are the various information categories that can be
viewed on the Subscriber Info screen?

Instructions to Discuss the answers provided by the participants and then


Facilitator share the following slide with them.

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Slide The details available on the Subscriber Info Screen are the
subscribers:

Name
Address
PIN Code
City
Country
E-mail id
Fax Number etc.

Instructions to Say: If you look carefully at the Subscriber Info screen you
Facilitator will see various tabs on the screen.

Now ask the participants to respond to the following question.

Discussion Points List down the various tabs on the Subscriber Info screen.

Instructions to Discuss the various answers provided by the participants and


Facilitator then share the following slide with them.

Slide Tabs on Subscriber Info Screen:

IN Data
Tickets
SIM
Recharge
Profile
Request
Equipment
Personal
Organization
Account Details
Other CDRs

Instructions to Divide the batch into a group of three participants each.


Facilitator Assign a computer to each of the groups. Also provide them
with a PACS login id and password.

Provide each group with a set of cards. Each set of cards is


divided into two parts. One part has the names of the various
tabs on it. On the other hand, the other set of cards has the

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list of the information available under each tab.

Ask the participants to match the names of the tabs with the
corresponding information lists. Tell them that they can use
their computers to do the same.

Card Game You are provided with a set of cards. Each set of cards is
divided into two parts. One part has the names of the various
tabs on it. On the other hand, the other set of cards has the
list of the information available under each tab.

Match the names of the tabs with the corresponding


information lists. You can use their computers to do the same.

Instructions to Once the participants have completed doing this, share the
Facilitator various slides depicting the screens for the various tabs and
the information found within the tabs with them.

Slide IN Data tab

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Slide IN Data tab

Current Balance: Amount available in the customers


account till last updation done.

Activation date: Date on which dealer activates customers


card.

Expiry date: End of validity period of the current recharge


coupon.

Barring Type: Reason for barring the account.

Slide IN Data tab (Contd)

Barring Date: The date on which the customer has been


barred.

Unbarring Date: The date on which the customer has been


unbarred.

Last recharge date: Date of last recharge.

First call date: Date and time of the first call made by the
dealer i.e. both the Activation date and the First call date will
be same.

Deactive: Service removal date i.e. date on which the grace


period ends.

Slide IN Data tab

Nos of recharges: Total number of recharges till date.

Recharge amount: Last recharge amount.

Total recharge amount: Total amount recharged till date.

Voucher Serial: 14-digit serial number of the voucher.

Voucher ID: 16 digit secret code for recharging a prepaid


card.

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Slide IN CDR tab

Slide Tickets tab

This screen displays the call detail information for the various
calls that are made/come to a particular mobile number.

It contains the following information:


Date & time of call
Type of call (MOC, USSD- usage checking)
Calling number.
Called Number (Number to which the call has been
made)
The airtime charge.
The PSTN charges.
Total Charge (Total of airtime and PSTN if applicable)
Local SMS charges.
Roaming Call Details (Circle specific).

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Instructions to Divide the batch into groups of two participants each. Assign
Facilitator a computer to each of the groups. Provide the groups with a
PACS id and password. Also give them a dummy prepaid
number. Now, ask the participant to perform the following
exercise.

Exercise 1. Find out the information available on the sub-screen


for the mobile number provided to you.
2. Click on the IN Data tab and enlist the information
available under the tab for the mobile number
provided to you.
3. Click on the Tickets tab and enlist the information for
the last five calls made to the mobile number provided
to you.

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Slide SIM tab

Slide SIM tab

Status: Status of the SIM at switch. The status could be:


Free: The SIM no. which has not been paired with the
mobile number.
Pair: SIM card, which has been associated with a
mobile number.
Active: First call made to IVR.
Allocated: SIM has been given to the dealer.
Deactive: Mobile No. disconnected.
History: Ready to be recycled.

Slide SIM tab

SIM no: 19 digits SIM number of the subscriber.

PIN 1/ PIN 2: Personal Identification Number.

PUK 1/ PUK 2: Pin Unblocking Key. In case the customer has


entered his PIN wrongly three times, then we would need to
give him the PUK to unblock the same. The agent can view
the PUK from the SIM tab in subscriber details screen.

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Slide IMSI number: International Mobile Subscriber Identity
number.

Exp Date: Expiry date of the SIM card i.e. date on which the
warranty of the sim is getting over.

Transaction Date: Date on which the sim was allotted to the


subscriber. Also shows date on which SIM change was done.

Slide Recharge tab

Slide Recharge Date: Date on which the customer has recharged


his card from first recharge.

Current balance: Current amount in the customers account


including the last recharge amount.

Recharge amount: The amount for which the customer has


recharged i.e. the calling value of the coupon.

Slide Used amount: The amount used by customer till date from
the date of recharging the last coupon.

Minutes used: Total minutes used by the customer from the


last recharge.

Voucher serial number: 14-digit serial number of the


voucher.

Slide Profiles tab

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Slide Request tab

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Slide Request tab

1 2

Slide Request tab

The information that can be obtained under this tab is:


Status of the provisioning request like Profile change,
Sim Exchange, Deactivation of account at switch level.
Previous Sim/Profile of the customer, date & time
when modified,
Complaint Id and agent who has made changes in
account

Slide Request tab

The status can be of following type:


INIT Initialised.
AHO Activate HLR Ongoing.
AHF Activate HLR failed.
AHP Activate HLR processed.
DONE Provisioning Complete.
FAIL Service Order failed.

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Slide Equipment tab

Slide Equipment tab

This Tab gives details regarding:

IMEI number (equipment number).


Handset model name and handset make.
Name of dealer from whom the handset has been
purchased.

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Instructions to Divide the batch into groups of two participants each. Assign
Facilitator a computer to each of the groups. Provide the groups with a
PACS id and password. Also give them a dummy prepaid
number. Now, ask the participant to perform the following
exercise.

Exercise For the mobile number provided to you, find out and enlist the
information available under the following tabs:

SIM tab
Recharge tab
Profiles tab
Request tab
Equipment tab

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Slide Personal tab

Slide Personal tab

This Tab provides the Customer Care Executive with the


customers personal details. Some of these are:

Date of birth.
Gender.
Nationality.
Fathers name.
Education.
Name of spouse.
PAN number.
Number of dependants.
Income level, etc.

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Slide Organization tab

Slide Account id tab


This tab displays the customers account number.

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Slide Other CDR tabs
This tab shows CDR of SMS sent to special numbers in the
home network and the SMS sent during roaming.

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Instructions to Divide the batch into groups of two participants each. Assign
Facilitator a computer to each of the groups. Provide the groups with a
PACS id and password. Also give them a dummy prepaid
number. Now, ask the participant to perform the following
exercise.

Exercise For the mobile number provided to you, enlist the information
available under the following tabs:

Personal tab
Organization tab
Account Id tab
Other CDR tabs

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Instructions to Say: If you notice on the PACS screen, there is a small sub
Facilitator screen. This screen contains links to various other screens in
the PACS platform. The following slides depict the sub screen
on the PACS main screen and the links it displays.

Share the following slides with the participants.

Slide Sub Screen in PACS

Slide Sub Screen in PACS

The main screen also has links to certain other


Screens like:
Search A/C
Case History
Inbox
Forward
Program Alerts
Show Alerts
Responses
New Query
New Query Data
CUG members
Send SMS
Calculator
Calendar
PPAS

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45
Instructions to Say: There is a screen called the Search Account Screen in
Facilitator PACS.

Ask the participants the following question.

Discussion Points What in your opinion, is the Search Account Screen used for?

Instructions to Discuss the answers provided by the participants. Then share


Facilitator the following slide with them.

Slide Search Account Screen

The Search Account Screen is used to search an account to


view the past interactions of the customers with Airtel
Customer Care.

The search can be based on:


Account no.
Mobile no.
Case Id along with Date.
SIM number.
Serial No.

Instructions to Now share the following screen with the participants by


Facilitator saying, The account search screen appear like this on the
PACS screen.

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Slide Search Account Screen

3
Instructions to Say: There are certain steps to be followed to view the
Facilitator details of the customers past interactions. These can be seen
in the following slide.

Share the following slide with the participants.

Slide Search Account Screen

Enter the mobile no./account no./case id along with


the date

Click on Enter

Click on any of the fields

The right hand side of the screen is filled with


customer interaction

Instructions to Divide the batch into groups of two participants each. Assign
Facilitator a computer to each group. Provide each group with a PACS
id and password and a dummy prepaid mobile number. Now
ask them to follow the steps to get to the customer interaction
history.

Exercise Follow the requisite steps to find and detail the past
interaction history of the customer, whose number you are

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provided with.

Instructions to Once the participants have completed the exercise, share the
Facilitator following slide to them and say, This is the screen that you
should arrive it once you have completed the above exercise.

Slide Search Account Screen Right hand screen

Instructions to Now ask the participants to enlist the different categories of


Facilitator information available on this screen.

Discussion Points Enlist the various categories of information available on the


right hand screen of the Search Account Screen.

Instructions to Discuss the answers provided by the participants and then


Facilitator share the following slide with them.

48
Slide Search Account Screen

ID: Refers to Case Id.

Source: Mode through which the customer has contacted us.

Category: Depicts whether the No. is prepaid or postpaid.

Status: Depicts status of the case, which could be Open or


Close.

Account: Account No. of the customer

Telephone No: Mobile No. of the customer

Notes: Comments left by the agent.

Instructions to Say: An Airtel Customer Care Executive is at times required


Facilitator to check the details of accounts that have been deactivated
on the subscribers request. This can be done by performing
the following steps.

Share the following slide with the participants.

Slide Checking Recycled Accounts:

Enter the telephone number

Press Enter

Click History

Click Show

Drop down list contains previous subscribers account

Select the relevant account

The data appears on the main screen

Instructions to Divide the batch into groups of two participants each. Assign
Facilitator a computer to each group. Now provide a PACS id and

49
password as well as a dummy prepaid number. Ask them to
do the following exercises.

Exercise Login to PACS and arrive at the screen depicting the previous
subscribers details for the number provided to you.

50
Instructions to Ask the participant to respond to the following questions.
Facilitator

Discussion Points 1. What are the various information categories in the


sub-screen in PACS?
2. What are the various factors on which a search in the
search accounts screen be based?
3. Make a flow chart depicting the steps required to be
taken in the Account Search Screen.
4. Enlist the various categories of information available
under the Right Hand Screen of the Search Accounts
Screen.
5. Make a flow chart to depict the steps to be taken to
check a recycled account.

51
Instructions to Now ask the participants to read the following scenario and
Facilitator suggest a solution.

Caselet You are an Airtel Customer Care Executive. You receive a call
from a customer called Megha. She says that she has been
calling Airtel Customer Care for the past few days. She wants
to get the OTA settings for GPRS on her mobile. But she has
not yet got the same. You decide to check Meghas previous
interactions with Airtel Customer Care. How will you do the
same?

Instructions to Discuss the various answers provided by the participants.


Facilitator Then share the following slide with them saying that, The
complete history pertaining to a particular case can be viewed
on a single screen. This screen can be seen on the following
slide.

Slide Case History Screen

Instructions to Now ask the participants the following question.


Facilitator

Instructions to What is the process to be followed to view the interaction


Facilitator history for a particular case?

Instructions to Discuss the various answers provided by the participants.

52
Facilitator Then say, There are certain specific steps that need to be
followed to view the case history for a particular case. These
can be seen in the following slide.

Share the following slide with the participants.

Slide Viewing Case History

Select a Case

Click on Case History tab on the main screen

Click on the case again

Complete Case History appears below

Instructions to Divide the batch into groups of two participants each. Assign
Facilitator a computer to each group. Provide them with a PACS id and
a password. Also provide each group with a dummy prepaid
mobile number.

Now ask the participants to carry out the following exercise.

Exercise Find out the case history for the last case logged in for the
mobile number provided to you.

Instructions to Once the participants have completed the exercise, share the
Facilitator following slide with them.

53
Slide Case History

2
1
&
3

Instructions to Ask the participants to respond to the following question.


Facilitator

Discussion Points Enlist the information available on the Case History screen.

Instructions to Discuss the answers provided by the participants and then


Facilitator show them the following slide.

Slide Case History Screen

Id: The case identification number.

In time: The time when the case was logged in.

In status: Status of the case when it was logged in to the


concerned department.

Out time: Time when it was resolved/forwarded by one


department to another
.

Out status: Status of the case when it was


resolved/forwarded by one department to another.

54
Slide Case History Screen

Agent: User name.

Agent level: Level assigned to an agent.

Department: Department of the user who is working on the


case.

Comments: Details entered by the agent working on the


case.

Resolution code: Specific codes entered after having


resolved the case by the agent.

Master status: Final status of the case.

Instructions to Say: There is something called as an inbox screen available


Facilitator to all the agents and process owners. This screen enables the
agents to view all the cases logged in by them. On the other
hand the process owners can use the inbox screen to see all
the cases that they require to handle.

Share the following slide with the participants.

Slide Inbox Screen

Instructions to Say: The inbox screen can be viewed in two forms. These
Facilitator two forms are described in the following slide.

55
Slide Inbox Screen
The inbox can be viewed in two modes:
View Mode- Cases that have been closed by an agent online
and no further action required or cases which have already
been forwarded to defined process owner.

Work Mode- Cases on which the agent has to work upon. He


may be able to resolve and close the case or just resolve it
and then process it so that it can be closed by another agent
authorized to do so.

Instructions to Say: Cases need to be loaded onto the computer screen,


Facilitator such that they can be worked upon. Certain steps need to be
followed to load a case onto the PACS screen. These steps
can be seen on the following slide.

Share the following slide with the participants.

Slide Loading a Case

Select the Case

Click on Show

Case Appears

Select Load Selection

Instructions to Divide the batch into groups of two participants each. Assign
Facilitator a computer to each of the groups and provide them with a
PACS id and password. Also provide them with a dummy
prepaid mobile number.

Now ask them to perform the following exercise.

56
Exercise Load the last case registered for the mobile number provided
to you.

Instructions to Once the participants have completed the exercise, show


Facilitator them the following slide to display what the case loading
screen looks like.

Slide Loading a Case

2 4

1 3

Instructions to Say: At times, the Customer Care Executives may just close
Facilitator a case without saving it. In such a scenario, instead of the
changes just getting deleted the cases get saved and listed
as Trail cases and get closed automatically. Trail cases on the
PACS screen appear as on the following slide.

Share the following slide with the participants.

57
Slide Trail Cases

58
Instructions to Divide the batch into groups of two participants each. Assign
Facilitator a computer to each group. Now provide a PACS id and
password as well as a dummy prepaid number. Ask them to
do the following exercises.

Exercise 1. For the mobile number provided to you, find out the
case history for the last case registered. Enlist all the
information available for this case.
2. Go to the inbox screen for the PACS id provided to
you and view the various cases registered under the
id.
3. Select a case on the Inbox Screen and load it on the
computer provided to you.
4. Find out the number of trail cases for the PACS id
provided to you.

59
Instructions to Say: What in your opinion would be the first step a Customer
Facilitator Care Executive would need to take to work on a case? The
answer is to open it up, of course. Let us now see how a case
can be opened up. This is depicted in the following slides.

Divide the batch into groups of two participants each. Assign


a computer to each one of them. Provide them with a PACS id
and password along with a dummy prepaid mobile number.
Now ask them to log on to PACS and follow the steps given
on the slide to open a case for the mobile number provided.

Slide Opening a Case

Select the case to be opened

Main screen gets updated with the details of the case

Slide Opening a Case

Details of the case


Select Case updated

60
Instructions to Say: Once the processing on a case is done, how will you
Facilitator remove it from the main screen?

Discuss the various answers provided by the participants.


Then say, The methodology followed here is different from
that in eCRM. Here the following steps need to be followed.

Divide the batch into groups of two participants each. Assign


a computer to each of the groups. Provide them with a PACS
id and password. Now ask them to log on to PACS and open
a case for the dummy number provided to them. Then ask
them to follow the below-mentioned steps to remove the case
from the screen.

Slide Removing a Case

Check mark the case to be removed

Use Right Click. Remove Item appears

Select Remove Item

Case is removed from the screen


Slide Removing a Case

Case removed
Instructions to Ask the participants to respond to the following question.
Facilitator Click here

Scenario You are an Airtel Customer Care Executive. You receive a


case, which in your opinion should be processed by some
other department. How will you process this case?

61
Instructions to Discuss the various answers provided by the participants.
Facilitator Then say, At times cases need to be forwarded to different
departments manually. To do this a specific process needs to
be followed.

Share the following slide with the participants.

Slide Forwarding a Case

Double click on the departments/levels/individuals the


case needs to be sent to
The Escalation Notes is the body of the message

Enter Common Notes, which is the subject of the


message

Enter the details

Click on the Send option

The case gets forwarded through e-mail alerts with


specific and common messages
Instructions to Divide the batch into groups of two participants each. Assign
Facilitator a computer to each of the groups. Provide each group with a
PACS id, password and a dummy prepaid mobile number.
Now ask them to conduct the following exercise.

Exercise Forward the last entered case for the mobile number provided
to you to your supervisor, as mentioned on the PACS screen.

Instructions to Once the participants have completed the above exercise


Facilitator say, While you were forwarding the case, the following
screens would have appeared.
2
Share the following slides with the participants.

Slide Forwarding a Case


1

62
Slide Forwarding a Case

3
1

4
2
5

63
Instructions to Ask the participants to read the following scenario.
Facilitator

Scenario Ravi is an Airtel Customer Care Executive. During the course


of a day he handles a variety of calls. At times these calls
involve his calling back the customer to clarify their queries
and doubts. He tries his best to maintain a manual record of
the customers he needs to call back and the timings
convenient for them. However, most of the times he gets too
involved in his work to look at the sheet he is maintaining and
therefore does not manage to call the customers back on
time. Suggest a solution for Ravi.

64
Instructions to Divide the batch into groups of two participants each. Assign
Facilitator a computer to each group. Now provide a PACS id and
password as well as a dummy prepaid number. Ask them to
do the following exercises.

Exercise 1. Open the last registered case for the mobile number
provided to you.
2. Forward this case to the supervisory level.
3. Now remove this case from PACS.

65
Instructions to Discuss the various answers provided by the participants.
Facilitator Then say, PACS has the capability wherein Customer Care
Executives can plan reminders and alerts for themselves by
specifying the date and time of the alert. This enables them to
conduct various tasks at the required time.

Share the following slide with the participants.

Slide Program Alerts

There are two types of alerts:

System alerts Here the call back box gets automatically


checked or is checked by the agent for a specific case. The
alert pops up on the screen automatically once the SLA time
for the request is over.

Personal alerts These are the alerts that are linked to a


particular case. These can also be generic alerts set by an
agent.

Instructions to Now say, There are different processes to be followed to


Facilitator generate either system alerts or personal alerts. The steps to
be followed to generate each of the above kinds of alerts are
given in the following slides.

Slide Personal Alerts

Click program alert

Enter the date and time of the alert

Enter Notes

Save

Instructions to Say, Personal alerts can be of two kinds i.e.,


Facilitator Those that are linked to the case These contain the
case id.
Those that are not linked to the case These do not
contain the case id.

Divide the batch into groups of two participants each. Assign


a computer to each of the groups. Provide them with a PACS
id and password along with a dummy mobile number. Now

66
ask them to perform the following exercise.

Exercise Set up a system and personal alert for the dummy number
provided to you.

Instructions to Once the participants have completed the above exercise,


Facilitator share the following slide with them and say, The following
screen would have appeared on your computer when you
were setting up the alert.

Slide Personal Alerts

Note:
Personal alerts can also be of two types :
Linked to a case: These alerts contain a case Id.
Personal i.e. not linked to a case : These alerts do not contain Idss

Slide Program Alerts

3
4

Instructions to Say: An alert on the screen appears in the form of the


Facilitator following screen.

67
Share the following slide with the participants.

Slide Alerts Screen

Instructions to Say: The Customer Care Executive has the liberty to define
Facilitator their own filtration criteria based on their individual working
methodology.

Now ask the participants to answer the following question.

Discussion Points What are the various categories of information on the Alerts
Screen?

Instructions to Discuss the various answers provided by the participants.


Facilitator Then share the following slide with the participants explaining
various information categories on the Alerts Screen.

Slide Alarm Type: Can be S or P. S denotes system generated


Alert and P denotes a personal alert.

Id: Case Id generated while logging a case.

Fixed on: Date on which alarm was set.

Alarm Date: Date for which alarm has been set.

Remarks: Comments entered while setting an alarm.

Instructions to Say, PACS also contains certain standard letter formats that
Facilitator can be faxed/e-mailed/printed and couriered to the customer.

68
This screen is known as the Reponses Screen. The various
templates can be customized for various customers before
being sent across. The following slide depicts the Responses
Screen.

Share the following slide with the participants.

Slide Responses Screen

Instructions to Say, To enter a sub-query within a query, the new query tab
Facilitator is used. There are certain steps the need to be followed to
enter a sub-query within the main query type. These can be
seen in the following slides. These slides depict the steps to
be followed and the new query screen as it appears on the
PACS platform.

Share the following slides with the participants.

Slide New Query Screen


Select the Main Query to which the sub-query is to be
added

Enter the new query in the Type tab appearing on the


screen

Enter the Field Name and Field Value

Click on the Arrow icon

The main query appears in the Parent Type tab while the
new query appears in the Type tab

69
Slide New Query Screen

70
Instructions to Say, The new queries to be added do not directly get added
Facilitator to the main query. Instead, the intimation for the same goes to
the coordinator/supervisor. Once he approves it, then it gets
updated in the CMS.

71
Instructions to Ask the participants to respond to the following questions.
Facilitator

Discussion Points 1. Make the flowchart to depict the process for setting up
System Alerts.
2. Make a flowchart to depict the process of setting up
Personal Alerts.
3. Enlist the different categories of information available
on the Alerts Screen.

Instructions to Divide the batch into groups of two participants each. Assign
Facilitator a computer to each of the groups and provide them with a
PACS id and password. Also give them a dummy prepaid
mobile number. Now ask them to carry out the following
exercise.

Exercise 1. Set up a System Alert for the mobile number provided


to you.
2. Set up a personal alert in PACS on your computer.
3. Send a Welcome letter to the subscriber of the mobile
number provided to you.
4. Set up a sub-query within the main query that was last
entered for the subscriber whose mobile number is
provided to you.

72
Instructions to Say: At times the Customer Care Executive is required to
Facilitator send SMS to one or more mobile numbers. The SMS can
simultaneously be sent to two mobile numbers. For doing the
same certain steps need to be followed. These are depicted
in the following slide.

Share the following slide with the participants.

Slide Send SMS Screen


Click on Send SMS tab on the Main Screen

Type in the MSISDN one by one

Click the >> sign after entering each mobile number

Use SMS templates to send a message

To send SMS, click on the send SMS option

Slide Send SMS Screen

2 Type in the
message
1 here

3 4 5

Instructions to Say, There are certain tabs available to the Customer Care
Facilitator Executive, which he can use on a need to basis. These are
the Calculator and Calendar tabs. They can be located on the
PACS main screen as depicted in the following slides.
Share the following slides with the participants.

Slide Calculator

73
Slide Calendar

74
Instructions to Say, Just below the Calendar link on the screen appears the
Facilitator PPAS link. This link connects the Customer Care Executive to
PPAS. A Customer Care Executive needs to be logged in into
PPAS before opening the customer account in PACS. On
clicking on this link the PPAS screen appears as follows.

Share the following slide with the participants.

Slide PPAS Screen

Instructions to Say, At times when the supervisor needs to inform the


Facilitator Customer Care Executives regarding some important
information, he can broadcast it on the PACS screen. The
message remains on the PACS screen for all Customer Care
Executives for the time specified by the supervisor. However,
at one point of time, only one message can be displayed.

Share the following slide with the participants. The slide


depicts the broadcast message in the encircled portion.

75
Slide Broadcast Message

Broadcast
message

Instructions to Say, Alternately it is also possible for the supervisor to give


Facilitator latest information regarding new launches and schemes to
the Customer Care Executives. This can be done using the
ticker tape at the bottom of the PACS screen. Multiple
messages can be broadcast at the same time using the ticker
tape.

Share the following slide with the participants.

Slide Ticker Tape Message

76
Instructions to Say, It is at times difficult for the Customer Care Executive to
Facilitator remember all the details regarding the various facilities
provided by Airtel to its subscribers. At such a time, FAQs
provided to the Customer Care Executives on PACS can help
them out.

There is a specific process that needs to be followed to view


the various FAQs. This consists of the following steps as
depicted on the slide. The next slide displays how FAQs
appear on the PACS screen.

Share the following slides with the participants.

Slide Frequently Asked Questions

Click Help

Select FAQ

Choose the required information head

FAQs are displayed on the screen

Slide Frequently Asked Questions


1

Instructions to Say, Airtel keeps on coming up with various promotional


Facilitator schemes and campaigns. These are reflected in the main

77
screen in the Query type. These can be seen on a PACS
screen as follows.

Share the following slide with the participants.

Slide Campaigns

78
Instructions to Ask the participants to respond to the following questions.
Facilitator

Discussion Points 1. Make a flowchart to depict the steps to be followed to


send a SMS to a subscriber.

2. What is the utility of the following information


categories found in the PACS sub-screen?
Calculator
Calendar
PPAS Screen
FAQs
Campaigns

3. Differentiate between Broadcast message and Ticker


Tape Message.

79
Instructions to Say, As was mentioned earlier, PACS is a combination of
Facilitator both the front-end and back-end platform for Airtels prepaid
subscribers. Thus, various kinds of provisioning can be
carried out in PACS. As all you already know about the
services Airtel offers to its prepaid subscribers, answer the
following question.

Ask the participants to respond to the following question.

Discussion Points Enlist the various queries/request that can be provisioned in


PACS.

Instructions to Once the participants have answered the above question,


Facilitator show them the following slide.

Slide Provisioning in PACS

The various queries/requests that can be provisioned in PACS


are:
SIM change process
Deactivation of the mobile number
Profile modification
GPRS platform activation
Provisioning of MMS
Airtel Live activation

Instructions to Say, Now let us look at each one of them in greater details.
Facilitator Let us start with the first one, i.e., the SIM change process.
Certain steps need to be followed to enable the SIM change
process in PACS. These steps can be viewed in the form of
the following flipchart.

Share the various steps to be followed for the provisioning of


SIM change process in PACS with the help of the following
flipchart.

Enter the mobile number

Press Tab

If the number is active, confirm what SIM has been


attached to it

80
Select the Query type (SIMCH for chargeable and
SIMFR for free

Select the priority (1 to 10)

Mode should be Modify

Select the nature in case info as Service

Enter the new SIM value in the value combo box

Make sure that the new SIM is in the free state in the
PACS system

Press OK

Press Save

Status of the SIM change request can be checked


from the Request tab of the Subscriber detail screen

Divide the batch into groups of two participants each. Assign


a computer to each of the groups along with a PACS id and
password. Also provide the groups with a dummy mobile
number. Now ask them to read the following scenario and
carry out the required steps in their computer.

Scenario You are an Airtel Customer Care Executive. You receive a call
from Akash, an Airtel prepaid customer. He says that he has
recently got his SIM updated from the to the 16 K version. He
bought the SIM at an FSO and now wants to get his SIM
number updated with Airtel. He has therefore called you
requesting you to do the same for him.

Instructions to Once the participants have completed the above exercise,


Facilitator share the following slide with them.

81
Slide SIM Change Process

1
4

3 5
2

6 7

82
Instructions to Say: The next provisioning that we shall be looking at is the
Facilitator mobile number deactivation. A specific process needs to be
followed for the same. This process involves the following
steps.

Show the following steps to the participants in the form of a


flipchart.

Enter the mobile number

Press tab

View the profile attached to the number

Select the query type

The priority should be 1

Select the mode as Delete

Select the Case type as Provision

Press OK

Save

Divide the batch into groups of two participants each. Assign


each group with a computer, a PACS id and a password. Also
provide each group with a dummy prepaid number. Now ask
them to read the following scenario and carry out the required
actions.

Scenario You are an Airtel Customer Care Executive. You have a


number with you whose grace period is over and therefore it
needs to be deactivated. Perform the actions required to
deactivate the number.

Instructions to Once the participants have completed the above exercise,


Facilitator share the following slide with them.

83
Slide Mobile Number Deactivation Process

1
6
2
4 5

7 8

84
Instructions to Say: The next provisioning that we shall be looking at is
Facilitator profile modification. A specific process needs to be followed
for the same. This process involves the following steps.

Show the following steps to the participants in the form of a


flipchart.

Enter the mobile number

Press tab

View the profile attached to the number

Select the query type

The priority should be 1

Select the mode as Modify

Select the Case type as Provision

Press OK

Save

Divide the batch into groups of two participants each. Assign


each group with a computer, a PACS id and a password. Also
provide each group with a dummy prepaid number. Now ask
them perform the following exercise on the computers
provided to them

Exercise Modify the profile of the person whose mobile number you
have been provided with.

Instructions to Once the participants have completed the above exercise,


Facilitator share the following slide with them.

85
Slide Profile Modification

Do not enter any details


In the Value Box.

86
Instructions to Divide the batch into groups of two participants each. Assign
Facilitator a computer to each group. Provide them with a PACS id,
password and a dummy prepaid mobile number. Now ask
them to read the following scenarios and carry out the
appropriate actions on their computers.

Scenarios You are an Airtel Customer Care Executive. You receive the
following calls. Provision the required changes on PACS.

Scenario 1
You receive a call from Ankur, an Airtel prepaid customer. He
has just bought a new 16K SIM and wants to get his SIM
number changed in his subscriber details. Provision the same
for him.

Scenario 2
You have a list of mobile numbers with you. These numbers
have already crossed their grace period and you need to
deactivate them. Do the same on your computer.

Scenario 3
You need to modify the profile of a Anjali, an Airtel prepaid
customer. Do the same on your computer.

87
Instructions to Ask the participants to read the caselet given below and
Facilitator answer the question following the same.

Caselet Rajiv is an Airtel prepaid customer. On his birthday his elder


brother has gifted him a WAP enabled mobile phone. He
wants to get GPRS activated on his mobile phone. He calls
up Airtel Customer Care requesting the same. How will an
Airtel Customer Care Executive provision the same?

88
Instructions to Divide the batch into groups of two participants each. Assign
Facilitator a computer to each of the groups. Give them a user id and a
password to login into the PACS system.

Now call each group from dummy numbers and carry out the
following exercise in the form of a role-play wherein you hold
the role of the caller. (It is advisable to have four to five people
making calls to different groups simultaneously such that
each group gets an experience of handling all the calls.)

Role-Play Customer Care Executive: You are an Airtel Customer Care


Executive. You need to handle the following calls as a part of
your day-to-day activities.

Role-Play 1
You are Dhruv, an Airtel prepaid customer. You have recently
upgraded your SIM. One of your friends had suggested that
you should get your SIM number changed with Airtel also. You
call up Airtel Customer Care to request for the same.

Role-Play 2
You are Sheena, an Airtel prepaid customer. You wish to get
GPRS activated on your mobile. You call up Airtel Customer
Care to request them to do the same.

Role-Play 3
You are Jai, an Airtel prepaid customer. You wish to get MMS
activated on your mobile phone. You call up Airtel Customer
Care to request for the same.

Role-Play 4
You are Poonam, an Airtel prepaid customer. You realize that
more recently you have been spending too much money on
your mobile in sending MMS. So you call up Airtel Customer
Care wishing to discharge the service.

Role-Play 5
You are Rashmi, an Airtel prepaid customer. You have also
seen many of your friends use Airtel Live Services. But all
these friends have postpaid connections. You call up Airtel
Customer Care to know if you can access the same from your
prepaid connection and if yes, you wish to request for its
activation.

89
Module Summary
Instructions to Divide the batch into groups of two participants each. Ask
Facilitator each group to make a presentation on any one of the
following topics. Ensure that no topic is repeated.

Provide the participants with transparency sheets and OHP


markers to make the slides.

Tool bar in PACS


Logging in a Case
Opening a Case
Removing a Case
Forwarding a Case
Program Alerts
Broadcast and Ticker Tape messages
SIM Change Process
MMS Activation and Deactivation
CUG related

90