Scribd
Upload
89 views3 pages

Inductiion Programme - L

The document outlines a 4-day, 32-hour induction training program for customer service agents. The program covers products, processes, systems, soft skills, and certification. It includes topics such as GSM technology, billing plans, value-added services, activation processes, customer interactions, ECRM tools, provisioning systems, and key performance indicators. The training will be delivered by two trainers over the 4 days and aims to take the agents from level 1 to level 4 certification.

Uploaded by

jack sparow
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as XLS, PDF, TXT or read online on Scribd
89 views3 pages

Inductiion Programme - L

The document outlines a 4-day, 32-hour induction training program for customer service agents. The program covers products, processes, systems, soft skills, and certification. It includes topics such as GSM technology, billing plans, value-added services, activation processes, customer interactions, ECRM tools, provisioning systems, and key performance indicators. The training will be delivered by two trainers over the 4 days and aims to take the agents from level 1 to level 4 certification.

Uploaded by

jack sparow
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as XLS, PDF, TXT or read online on Scribd
You are on page 1/ 3

TRAINING Induction Programe - CSD

Duration
TOPIC CONTENT
(hrs)

GSM Technology & Terminolgy 2


Postpaid & Prepaid Product 1
Bill Plans - Postpaid 1
Product

VAS - Text Based 1


VAS - Voice Based 1
VAS - Data Based 2
TOTAL 8

Activation Process - SEF, Deposit Structure (Postpaid & Prepaid) 0.5


SEF - Complaince Process (Postpaid & Prepaid) 0.5

Welcome Visit Process - (AV-CV Positive & Negative cases & Reverification) 0.5
Welcome Call, 1st Bill Call Process 0.5
Exposure Monitoring Process 0.5
Process

Dunning & Reconnection 1


Bill Despatch Process 0.5
Customer Accounting 0.5
Voluntary & Involuntary Retention 1
Refunds 0.5
Post-paid to Prepaid & Prepaid to Postpaid Migration Process 1.5
Sim Replacement & Mobile number Replacement Process 0.5
TOTAL 8

ECRM - FTR & SR 3


ECRM - BTVL Screen
Systems

2
AOL 1
Arbor - Query screen & Tabs 2
TOTAL 8

Arbor - Provisioning 2.5


PPAS 1.5
Systems

PACS 1.5
Summarisation 1.5
Certification 1
TOTAL 8

Customer Handling - Overview (friendly & courteousness) 2


Listening & Probing Skill 1
Soft Skills

Irate Customer Handling 1


Customer Delight 1
Monthly KPI's 1
CTA & CSMM 2
TOTAL 8
TOTAL TRAINING HOURS 32
TOTAL DAYS = Training 4
Note: 1 Training Day = 8 Working Hours
CSD

DAY

Day 5
Day 4
Day 3
Day 2
Day 1
8th July 7th July 6th July 5th July 4th July
DATE

Sachetan Sachetan Tulsi Tulsi & Sachetan Sachetan & Tulsi


Trainer
Level

Level 4
Level 3
Level 2
Level 1
Certification

You might also like