SOA TRAINING

Objective Understand the critical cases of SOA Explain the different SOA scenarios on Call Avoid wrong commitment to subscribers Avoid forwarding wrong complaint to accounts dept. At the end of this Presentation the trainees would be able to:

Topics Cash back offer scenario Pay term benefit scenario Amount transfer from one VC to another scenario Bounce charges scenario Waiver related scenario Renewal date Wrong Activation Related, Billing Adjustment Required SOA related Call Categories SOA Quiz

Glossary

SOA Snapshot (Summarized)

SOA Snapshot (Detailed)

SOA snapshot of cash back offer

SOA Snapshot of Payterm Benefit

Amount transfer from one VC to another scenario Details need to be captured in case of Transfer amount from One VC to Another: Caller Name Caller mobile number Payment Details: Mobile number from which message is sent.(In case of payment done through SMS) Paid amount Date of payment Mode of Payment (itz/zrzr/upgrade/credit card/debit card/net banking etc). Transaction id number Dealer id (If through dealer). Dealer Name and contact number (If through dealer) Customer name and contact number (If through customer) Correct VC number Incorrect VC number.

Required Details for Amount Transfer cases under following Transaction ID’S · UR-15/12/08IG-######## (ITZ CARD DETAILS AND DEALER ID) · UR-15/12/08IGR######## (ITZ CARD DETAILS AND DEALER ID) · UR-13/02/10IGZ######## (ITZ CARD DETAILS AND DEALER ID) · RO-10/10/10IGR (ITZ CARD DETAILS AND DEALER ID) · DTHR (ITZ CARD DETAILS) · UR-01/12/10IS (ITZ CARD DETAILS AND DEALER ID) ü PNPL (ITZ CARD DETAILS) ü PNPLXXXXXXXXXX (ITZ CARD DETAILS) ü ZBBAC (ITZ CARD DETAILS) · ORD (DEALER ID/EPRS ID) · TRA (DEALER ID/EPRS ID) · URER (DEALER ID/EPRS ID) ü ROER (DEALER ID/EPRS ID) · TP ########### (DB-ITZ DETAILS & CC—CREDIT CARD STATEMENT IN RECEIPTS) · RO CR RO-25/10/10CA (BANK STATEMENT) · RO IGR (ITZ CARD DETAILS (ITZ CARD OR SCANNED COPY OF BANK STATEMENT) · RI ###### (SCANNED COPY OF BANK STATEMENT) · (SMS 7575) (PAYMNET MADE FROM SMS AND WE NEED ITZ CARD DETAILS AND MOBILE NUMBER FROM WHICH PAYMENT HAS BEEN MADE, DATE, TRANSACTION#, AMOUNT) · VI############# (VIRMATI TRANSACTION AND WE NEED SCANNED COPY OF RECEIPT) ZPNPXXXXXXXXXXX (SCANNED COPY OF RECEIPT AS PAYMENT IS MADE FROM RECHARGE IT NOW.COM) · OX-########### (Payment cannot be transferred as subscriber has to contact Oxygen retailer Or customer care via mail &

Snapshot of wrong amount transfer

Snapshot of Wrong VC SOA

Bounce Charge

Waiver related Scenario MOD ordered but not played STB sent for repair but not returned on time Wrong Grace and Downgrade charges applied Incorrect updation of Package and A la carte

Renewal Date The renewal date is generated within 24 hrs from the payment receipt date hence complaint should be forwarded after 24 hrs. If customer is calling within 24 hrs from the time of payment received, we would request the customer to wait for 24 hrs.

FTR on Paylater FTR on pay later

Incorrect Billing for Current Package Scenario: Customer calls for billing related issue. And the agent identifies that his bill has been wrongly generated. Cases Same package has been debited twice. Grace charges levied where not applicable. Wrong calculation.

Waiver for Faulty VC/STB/ Service related Scenario: Subscriber calls for waver related issue. And the agent identifies that he should get waver for the charges debited from his account. Cases STB is faulty and gone for repair but daily billing charges are debited.

Package Active But SOA not generated Scenario: Subscriber calls to inform that he is not able to view next renewal date after recharge. And the agent checks that the same is not updated in ZT as well. Case VC is active and Payment is received for over 24 hrs however bill is not generated.

Wrong Activation related, Billing Adjustment required Scenario: Subscriber calls to inform that his pack was wrongly activated. Agent identifies the same from the SOA. Case Instead of Gold pack as requested by Subscriber, Platinum pack was activated for the subscriber and there was no request for the same from subscriber’s end neither there was any transaction in web reports.

Unreco transaction of ITZ credit Card Scenario: Subscriber calls to inform that his VC is de-active although he has paid the renewal amount. Agent checks the same from Unreco utility and confirms that payment is received on web Case Payment is received on Web but not reflecting in ZT and the payment made is over 24hrs

MOD not played but charged for Scenario: Subscriber calls to inform that he had ordered a MOD which did on play. Agent checked in the ZT that MOD was ordered and also checked in the Event status that no file was generated Case Amount debited for the MOD ordered is reflecting in SOA however the movie did not play on the respective channel.

Transfer Amount from one VC to another Scenario: Subscriber calls to inform that his renewal amount was recharged to another VC by the Dealer. Agent checked in the ZT and probed all the payment details Case Renewal amount transferred to the wrong VC and Caller is providing all the details related to the payment.

Incorrect Billing Wrong billing generated Double package charged

Multitv Connection Billing Multitv Billing

Let’s Practice

The End