1. Document Log Sr. No.TopicChange / UpdationChange DateRevision No 1Agents errors/Waiver moduleCreated04-Jul-141 2Agents errors /Waiver moduleUpdated28-Aug-142 3Agents errorsWaiver moduleUpdated17-Oct-143 4Agents errorsWaiver moduleUpdated17-Nov-144 5Agents errorsWaiver moduleUpdated15-Dec-14 5 6Agents errorsWaiver moduleUpdated23-Jan-156

2. Objective of training….. Cause of Agents errors/Waiver Impact of Agents errors/Waiver on customer Impact of Agents errors/waiver on organization

3. Top Error/Waiver Action not taken: 3+3 offer. Advance package upgradation request not submitted. Advance package down gradation request not submitted. Incorrect information: 3+3 offer. CSR pitched for the offer however VC was not eligible for the offer Correct recharge amount not informed Advance package upgradation request not submitted

4. Incorrect Information: Pay-term offer CSR pitched for "Pay for 12 months and get 30 days extra" to HD subscriber. Incorrect information: family@50% offer. Correct recharge amount not informed. CSR pitched for the offer however VC was not eligible for the offer. Top Error/Waiver

5. Incorrect information: 3+2 offer. CSR informed 3+3 (closed) offer instead of 3+2. CSR pitched for the offer however VC was not eligible for the offer. Incorrect action: Package related. CSR took advance downgrade request along FTR. CSR upgraded subscriber in wrong package. Package upgraded without subscriber's consent. Incorrect information: 7+5 offer. Correct recharge amount not informed. CSR pitched for the offer however VC was not eligible for the offer as AON was less than 180 days.

6. Top Error/Waiver Incorrect action: Kitty points. CSR activated MOD from main balance instead of kitty points. CSR incorrectly activated MOD Non stop pack through kitty balance instead of Discovery kids pack. Incorrect action: 3+3 offer. Advance package downgradation request not submitted. Pay later given instead advance downgrade request. Action not taken: Package related. Advance package downgradation request not submitted.

7. Top Error/Waiver Action not taken: 7+5 offer. Advance package downgradation request not submitted. Advance package upgradation request not submitted. Action not taken: 3+2 offer. Advance package downgradation request not submitted. Action not taken: Temp deactivation. CSR did not submit the temp deactivation request.

8. Top Error/Waiver Incomplete action: Incomplete troubleshooting. STB issue, Agent did not troubleshoot completely, issue could be resolve without technician visit. Incorrect action: 7+5 offer. Pay later given instead advance downgrade request. Incorrect information- Family to All Sports @ Rs.29 offer. CSR upgraded the pack and also advised SR to send an sms.

9. Top Error/Waiver Incorrect information on family@50% offer. Correct recharge amount not informed. Incorrect information: New Downgrade Process Offer. Informed that Rs.40 cash back will get credited on the 30th of every month instead of end of the month for 3 months. Incorrect information: Pay term offer. CSR pitched for "Pay for 6 months and get 14 days extra" to HD subscriber.

10. Thank you