1. Process Training Inbound

2. Introduction and Icebreaker Set up Trainer Introduction Participant Introduction Ice Breaker

3. Expectation Mapping Trainee Expectations Trainer Expectations

4. TRAINING INDUCTION

5. Ground Rules Commitment towards work No side conversations Open To learning Assessments Attendance Punctuality Attitude Participation Cell Phone Policy Leave Policy Cleanliness

6. 1.No leave in Training 1.Has to be proven by a swipe card and a finger print after you are given your id cards, then there is a temp card. 1.Not swiping can result in being marked absent for that particular day Attendance

7. Open to learning People need to be open to learning Those who have taken calls before need to help the new joinees.

8. Participation Is an essential part of Training Each one of you has to participate in the Training. This is one of the most important parameters you would be scored on.

9. Cell Phone Policy Are supposed to be switched OFF during Training. Any cell phone user violating this policy could be fined Must not be used while passing through the floor

10. Leave Policy No leave during Training If anyone requires a leave he / she has to take an approval from the immediate supervisor A sudden requirement might not be appreciated. Leave without intimation is not permitted Unscheduled leave may result in Warning / Termination

11. Cleanliness Maintenance is must. Violating this results in serious concerns. Computer equipment is expensive and needed for you to get certified. All trainings rooms are monitored, hence do not attempt any misuse.

12. Commitment towards work Respect you JOB and get rewarded

13. Classroom Behavior Please raise your hand before speaking Respect when others are speaking

14. Assessments Another important parameter Regularly held pre / during / post Training Necessary to meet the required targets to clear Training Someone who does not achieve the target, does not clear training and does not get certified.

15. Attitude Needs to be positive Open to learning Negativity should be ruled out

16. Welcome to DISHTV Welcome Video from the Top Management Welcome Video from the Top Management

17. Process Training Objective By the end of the training you will be able to : Gain an insight on the Inbound Process. Take Inbound calls as per the defined guidelines. Display a “Glad I Could Help” Attitude during every Customer Interaction. Ensure Customer Delight on every call. Retain Dish TV Customers

18. Module Outline Preview Inbound Process Training (IPT) Product trainingSystem training Package overviewWebserver overview Technical troubleshooting Customer Service orientation Dishtv terminology What it takes to succeed on the floor ? Quality Parameters

19. My role as the “Voice” of dishtv As voice of Dish TV, I: Represent Dishtv on call Create customers for life Retain customers Display customer service attitude

20. As the “Voice” of Dish TV, I am responsible for : Providing timely and accurate information to our customers Proactively sharing offers and schemes with our customer Displaying a “Glad I Could Help” Attitude during every customer interaction Ensuring customer delight Retaining Dish TV customers My role as the “Voice” of dish TV

21. Customer first 1 & 2 (matrix and need) To be covered from web server (Go green link)

22. Essel Group Overview Group started business in 1976 Among India’s most prominent business houses with a diverse portfolio of assets Media Technology Entertainment Packaging Education Infrastructure

23. Essel Group Vision “Essel Group will be a leader in each and every business that it has and will ever venture into. We will strive to offer best value to our stakeholders, be it customers, investors, employees or vendors. We will contribute to the growth and development of the entire social pyramid while being focused on our business objectives”

24. Mr. Subhash Chandra Essel Group Chairman Mr.Jawahar Goel Managing Director Mr. Salil Kapoor COO – Dishtv R. C. Venkateish CEO - Dishtv Dishtv Family V. K. Gupta COO – IT Gaurav Goel EVP – BD & Strategy

25. Dish TV Overview Sales Department

26. Dish TV Facts

27. Come let’s explore our website Lets Explore Lets explore the dishtv website

28. www.dishtv.lk

29. DTH Industry Overview

30. What is DTH Refers to “Direct to home” television DTH mean it refers to satellite TV broadcasting directly to a dish antenna on the roof of a house A small Dish antenna is mounted at customers premise TV channels are directly transmitted from satellite to this small dish Set top box at customers premise decodes the encrypted transmission

31. Cable Vs DTH FRUSTRATION due to snowy picture, non uniform reception across TV channels IRRITATION due to hindrance Because of power cuts at the cable operator’s end NUISANCE due to a lot of advertisements placed on the movie screen while watching a movie? ULTIMATE EXPERIENCE of DVD- picture and sound quality on ALL channels FREEDOM from power cuts UNDISTRACTED and pleasurable

32. Cable Vs DTH ANNOYANCE due to constant channels shifting RELIABLE and consistent viewing experience DISPLEASURE on having to pay for channels not being used by you ANGER on having to repeatedly follow up with the cable operator to fix the problem DEPENDABLE 24 hour help service - call us and we will be pleased to assist you anytime ECONOMIC power of paying for only what you use

33. There is LOSS in Quality due to transmission through ground cables Local Cable Operator MSO How Cable TV works MSO Channel Broadcasters Digital Signal Local Cable Operator Analog Signal through Cable There is LOSS in Quality due to transmission through ground cables Broadcasters’ Satellite

34. How DTH works Ku Band Uplink Dish TV Antenna at the Customer’s Premise SET TOP BOX Dish TV Broadcast Centre Broadcasters’ Satellite NSS6 Dish TV Satellite Digital Signal 34 No LOSS in Quality

35. Advantages of DTH Highly defined Customer Services Movie on Demand High Signal Quality Pay only for what you watch Network reliability Discounted programming packages

36. Dish / DTH life cycle Customer Acquisition Installation Recharge Changes Packages Services Connection

37. Activity – identifying customer contact points in the lifecycle

38. CPE: Customer Premise Equipment

39. CPE = Customer Premise Equipment Components of CPE: 1. Dish Antenna 1. LNBF 1. Cable Wire 1. STB 1. VC 1. Remote and Audio video cable 1.Connectors Manual Guide We are Providing the Below mention hardware with new connection

40. CPE - Dish Antenna Dish Antenna Direction - It should be installed at 95 degree South East and 45 degree vertical. Radius of Antenna is 30 cm

41. CPE - LNBF (Low Noise Block Filter) LNBF – stands for low noise block filter It accumulates signals from satellite and sends to STB through cable LNBF

42. STB (Set Top Box) Set Top Box  Dish + Connection - DISHTV brings you the service to record unlimited with standard definition set top box at an unmatched price. Record your favourite dose of digital entertainment with unlimited recording on dish+

43. VC (Viewing Card) Golden Chip VC Number This card is just like a SIM card of mobile phone. To receive dishtv signals, this card needs to be activated after installation. Every VC is unique numbered. This number is of 11 digits followed by a hyphen and 1 digit after that. You can locate this on your VC Note -: STB and VC works only when both are paired with each other

44. Connecting Cable Used to connect equipments such as STB, LNBF and Cable wire. Audio- Video Cable Provide with Dish+ connection

45. DVR connections Remote DVR Remote DVR Remote is been used to record, play and pause functions

46. User Manual User manual guides customer to use CPE Manual guide it helps to operate the STB and dish tv remote functions

47. Connector Connectors are used to connect equipments such as STB, LNBF and Cable wire Connector are used to connect equipments such as STB, LNBF and cable wire.

48. Cable Cable Wire sends signals from LNBF to STB Type of Wire:- RG-6 NOTE: 12 meters cable is available throughout India NOTE: 10 meters cable free all over Sri Lanka