Fraud Management Now let us continue and understand fraud management in detail. Let us consider Saurabh’s example to understand the steps followed in fraud management. www.prolearninghub.com

Step 1: Set credit limits at customer, account, service, and plan level. Good morning sir, this is Sagar from ABC Telecom. Is it the right time to talk to you? Yes. Go ahead. I would like to inform you that we have set a usage limit on your plan. Now onwards you are allowed to send only 400 messages every month. www.prolearninghub.com

Step 1: Set credit limits at customer, account, service, and plan level. May I know what is the reason behind this? Sir, it is done to prevent fraud losses. Ok. Thank you for the information. www.prolearninghub.com

Step 2: Track abnormal usage daily through a node activity report. Daily tracking is done for Saurabh's account by Sagar in the system through node activity. Day No. Daily Usage Limit Saurabh’s Daily Usage Day 1 13 messages 20 messages Day 2 25 messages Day 3 30 message Day 4 35 messages From the above report, we can understand that Saurabh's daily usage is beyond the threshold limit. www.prolearninghub.com

Step 3: Suspend the service or send interim bill. Dear Customer, you have crossed your threshold limit. This will lead to suspension of your service from now onwards. For more information SMS366 or call 144 (Toll free). As Saurabh has crossed the threshold limit, Sager sends an SMS to Saurabh. www.prolearninghub.com

Step 3: Suspend the service or send interim bill. Why am I not able to send the SMS? Now, if Saurabh has kept his usage within the threshold limit, the service is continued. But, if Saurabh's usage is still beyond the threshold limit, the service s again suspended. www.prolearninghub.com

RAFM COTS Corner Partner Category Product Subex Revenue Assurance Fraud Detection Cost Management Credit Management Moneta™ Nikira™ Lucreta Prevea Allround Billing Testing System CeDaR WeDo RAID Fraud:RAID Connectiva AFFIRM™ SENTRY™ BassetLabs Watchdog™ Neural Minotaur™ RA centerView Minotaur™ Fraud centerView EcTel RAP© FraudView cVidya MoneyMap © Let us have a look at various Revenue Assurance Fraud Management (RAFM) COTS products. www.prolearninghub.com

Revenue Assurance Now we have learnt the steps taken to reduce fraud management. Let us have a Quick knowledge check on this topic. www.prolearninghub.com

Knowledge Check Start www.prolearninghub.com

Which of the following leakage takes place in between switch and mediation? Internal fraud Data corruption Bad formatting QoS and perfomance www.prolearninghub.com

The Results

Summary

Summary In this course, you learnt to: Explain the concept of telecom stack and its components. Explain the functionality of CRM system and its sub components. Explain the composition of billing system. Explain mediation and its functionality. Describe different payment transactions and collection actions. Explain fraud management. www.prolearninghub.com

QUIZ The quiz contains 12 questions. You will have one attempt to answer each question. You can exit the quiz at any time. If you exit the quiz without completing all 10 questions, on return you will have to start the quiz from the beginning. Scoring 80% or higher means you have understood the topic well. www.prolearninghub.com

Knowledge Check Start www.prolearninghub.com

What can an organization expect from a CRM strategy? Quicker time to market products and services. Deep customer relationships. Decreased customer chum. All of the above www.prolearninghub.com

Which of the following is not a feature of CRM? Provide better customer service Upsell products more effectively Provision services quickly Place an order through web, phone, or fax www.prolearninghub.com

Collaborative CRM deals with Sale, Customer Service, and Marketing Automation. True False www.prolearninghub.com

Which of the following Billing terminology is used to represent an invoice on monthly, quarterly, or fortnightly basis? Rating cycle Billing cycle Discounting cycle Dunning cycle www.prolearninghub.com

Both individual as well as corporate customer. In Rating and Billing system, typically customer can be modeled as_______. Individual customer. Corporate hierarchy. Both individual as well as corporate customer. None of the above. www.prolearninghub.com

When can a recurring charge for a service be applied? Monthly Quarterly Yearly All of the above www.prolearninghub.com

Along with price, which key parameter is used to attract new customers and to retain existing customers? Quality of the overal customer experience. Politeness of the employee. Organized culture. Only B and C. www.prolearninghub.com

Which of the following is an originator of CDR? Network element such as switch Mediation FTP process Rating engine www.prolearninghub.com

A customer calls up MTM Auto Finance to find out the status of his order. Which module in the CRM application will the customer care representative use to reply to the customer’s query? Sales Marketing Customer Service Analytics www.prolearninghub.com

In the telecom world, what does CDR stand for? Calling Derails Reservation Call Detail Record Commercial Detail Record Call Design Ratio www.prolearninghub.com

Which type of charge consists of installation fee and set up fee for a service? Recurring Charge (RC) One Time Charge (NRC) Usage Charge None of the above www.prolearninghub.com

New India Telecom has implemented a CRM solution New India Telecom has implemented a CRM solution. Why should it collect and store large amount of customer data? To pass the data to billing and OSS system. To use the information to maximize customer service and increase sales. To provide timely billing information to the customers. To use it for streamllning business processes. www.prolearninghub.com

The Results