This document discusses aligning customer service processes to maximize international roaming collection. The objective is to ensure the quickest unbarring for customers to generate more revenue. Key aspects include reducing communication gaps, instant customer recovery, and ensuring subscriber satisfaction through individual follow-ups to avoid churn and maximize collection. Currently about 10 international roaming subscribers call daily for charging requests, yielding average daily collection of 15,000 BDT and projected monthly and yearly collection totals.

1. Ensuring Smooth Collection from
International Roaming Connections by
Alignment with Customer Service.
Idea:

2. Alignment with Customer Service to maximize
IR Collection by Ensuring quickest unbarring
for Win Back and positive Customer
Experience.
Objective:

3. IR
Subscriber
121 Hotline
Number
Input by Tool
Number
collection
from tool
Charging
by Banking
Follow up
Subscribers
Problem
Solving
Ensuring
Customer
Satisfaction

4. •Follow up after
Charging
•Smooth
Charging
•Individual Care
•Specific
concentrations
• Subscriber
feels special
by individual
follow up
•Avoiding Mail
•Using Tool
•Time Saving
Be
Respectful
Be
Inspiring
Keep
Promises
Make It
Easy
GP Values

5. 1) Reducing Communication Gap.
2) Instant Churn Back.
3) Revenue Generation.
1) 121 Dependency.
2) Charging after Office Hour.
3) Internal & External Stakeholder
Dependency.
1) Ensuring Customer Satisfaction.
2) More Recovery.
3) Maximizing IR Collection.
1) Ensuring Customer Satisfaction.
2) Instant Recovery.
3) Maximizing IR Collection.
SWOT
Analysis

6. Total Number Of IR
Subscribers
Daily Approximately 10 IR
Subscribers call to 121 for IR
Charging Request.
Daily approximate amount of
Collection is BDT. 15,000

7. Daily Average
Collection
BDT. 15,000
Monthly
Average
Collection
BDT. 450,000
Yearly Average
Collection
BDT.
5,400,000

8. Thank You
Prepared by Joy Das