1. 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.

2. 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.

3. 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.

4. 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.

5. 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.

6. 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.

7. 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.

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

9. Knowledge Check
Start

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

11. The Results

12. Summary

13. 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.

14. 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.

15. Knowledge Check
Start

16. 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

17. 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

18. Collaborative CRM deals with Sale, Customer Service, and Marketing Automation.
True
False

19. 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

20. 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.

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

22. 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.

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

24. 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

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

26. 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

27. 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.

28. The Results