The document outlines the responsibilities handled in the Customer Service Department in Ahmedabad, including managing an outbound call center team of 25 executives for upselling products and services. It also discusses porting customers from other networks, handling an inbound call center team of 200-250 executives, performing quality analysis on calls, managing the customer care IVR system and scripts, and designing upselling and retention strategies.

1. Responsibilities handled in CSD – QRC / U&R /Communication - Ahmedabad
OUTBOUND PROCESS :-
 Successfully handled a team of 25 Executives. Manpower utilization and shuffling at regular intervals.
 CCT Deployment & Management and optimal Forecasting
 Strategizing & execution of various Product & Services Up-selling activities through setting up of third party
Call Centre Outbound for upselling various STV/GPRS/SMS/VAS products, ZU, Best Value Plan, Advance
Rental, fractal churn score model, company paid to self paid migrations, prepaid complaint.
 Along with engaging and optimum utilization of existing resources like inbound call centre & company owned
retail outlets for upselling.
 Also Strategizing & execution of various Customer Engagement & Retention activities
 Designing different scripts for the Outbound process
 Daily Morning New product updates to outbound SPOC
 Data support to the Outbound team & mapping Campaign efficacy as well as Agent wise performance.
 Quality input & corrective actions at Outbound.
 Regular refreshers in co-ordination with VTL training team
 Handled Cost Management for reduction in CSD Service Opex cost. ROI Calculations & Processing Vendor’s
payment in Co-ordination with Finance & SCM.
 Customer life cycle management- Ensure robust Service Recovery process in circles, Self Care & Knowledge
management- Customer empowerment through strategic CLCM.
MNP PROCESS :-
Port Out Process :-
 Deep analysis the life cycle on the Porting customer & retain them with best offers.
 Taking up the highlighted issues by the customers like Network / GPRS / VAS/ DND/ Call rates etc with the
concerned team members.
 Maintaining MNP UPC Generation, MNP Summary, Rejections, Port out completed & in progress Reports etc
for TERM meets.
 Special programs / service camps for HVC ( High Valued customers ) with ARPU of more than Rs.250 &
above customers.
 Team handling & training of the In-house call center team members especially for MNP process.
 Keeping a track for best Retention efforts to be done on the HVC visits done by the Area officers.
Port in Process :-
 Crediting the MNP Port in benefit to the Port in customers.
 Daily monitoring & followups with the Sales team / Distributors for the Document pendency/ 59059 & DNO
Rejection cases. Checking their performance & Highlighting to the Superiors
 Checking the PORT In quality check every week .
 Zero usage & Zero recharge customer to be outcalled & ensure they generate Revenue / MOU / Decrement.
INBOUND PROCESS :-
 Handled a team of 200-250 Executives (GJ & MP Circle ).
 Employing strategic initiatives for Inbound & Outbound processes, Complaints management, IVR, Self Care &
Knowledge portal.
 Monitoring Call Quality & ensuring CSAT.
 Ensure effective complaint management through robustness in processes & effective coordination with all the
functions for reduction in complaints.
 Timely analysis on issues related to different areas : Prepaid VAS/GPRS/Sales/Network.
 Responsible for analyzing trends in QRC and report escalation.
 Ensure knowledge management portal utilization at Call Centre for flawless CC communication.
 Responsible for Service Operations Cost reduction as per AOP (Calls per customer) through Complaint
reduction.

2. QUALITY ANALYSIS :-
 To audit the number of calls on a Weekly basis
 Record feedback and to let the Customer service rep know about agents areas of improvements.
 To check whether the CSR has incorporated Knowledge and competence and the customer was able to
comprehend to what the CSR was talking about.
 Attend call calibrations
 To check if the CSR has used the right telephonee etiquettes and followed appropriate hold procedures and
has a given a proper resolution for the customers Complaint/ Query/Request.
COMMUNICATION :-
Customer Care Switch IVR & Vendor Management:-
 Responsible for making Vernacular IVR dialer script formulation, Prompt Recording, Prompt Validation,
Prompt Uploading, Re-validation post uploading
 Monthly IVR Audit
 Discrepancy to be shared with Corp and get re-recording by Vendor
 Prompt revision basis feedback
 Bill validation & Highlight discrepancy. Sharing the same with Corporate
 Send the signed bill to Corp. for further approval
 Vendor Management (Process & SLA, Payment & Invoice Clearance)
 Website content validation & Monthly audit of website
Scripting :-
 Scripting and its approval from Corporate Communication SPOC.
 Making other peripherals like MOP, How to fill a CAF poster ,Appeal Form , Self Service brochure , VTM Cell
Poster, Complaint Redressal form, Service change request Form etc to be updated and get printed as & when
required.
UPSELLING & RETENTION :-
 Designing the products for different base segments of customers and effective communicating the same
through the platform of Messaging Service Delivery Platform.
 Deployment & Management of Prepaid Retention across various customer bucket Zero Usage, Zero Recharge,
Unsafe Base. Proactive Retention efforts around decline in usage, decrement & VLR customer buckets.
 Developing Retention Tools based on Customer Voice & ensuring awareness & usage at every touch points.
 Promotion plan to enhance Usage & Revenue. Cross functional co-ordination with U&R (Marketing) team for
creating best value proposition / pack / retention enablers and & service provisioning team for timely
provisioning respectively.
 Daily scheduling of promotional OBD. Also responsible for designing various OBD’s for different base segments
of customers.
 Daily scheduling of promotional offers & service compliance SMS’s like DOT, Retail, Sales payout, Welcome,
Negative verification messages etc.
 Maintaining daily Recharge Reconciliation Reports and mapping them against the previous day campaigns.
 Business Intelligence, Data Analysis & Competitive Analysis & Benchmarking Plans
 Preparation of Business Intelligence & periodical reports.
 Introducing processes to build customer satisfaction and quality benchmarks.
 Outdoor Activities like Service/ Sales Camps done to increase Activation as well as CSAT.