web analytics







Note: Customers opting for Buy Back

[size=x-small]Process on handling the Buyback offer scenario where the Old Box needs to be returned to Tata Sky & Customer keeping back the box with him without activating it

Process-

Helpline Agent-[/size][list][*][font=Arial][size=x-small]When Subscriber calls the helpline for Box Upgrade, TSA need to inform the subscriber on the option he has –[/size][/font][list][*][font=Arial][size=x-small]Opt for buy back where in he gets credits based on the type of the box he returns back to Tata Sky-[/size][/font][list][*][font=Arial][size=x-small]STD Box – Rs.300[/size][/font][*][font=Arial][size=x-small]HD Box – Rs.300[/size][/font][*][font=Arial][size=x-small]PVR Box – Rs.500[/size][/font][/list][*][font=Arial][size=x-small]Opt to retain (keep the box back with him) without activating the box[/size][/font][*][font=Arial][size=x-small]Opt to activate the box as MultiTV[/size][/font][/list][*][font=Arial][size=x-small]Create Upgrade WO if the customer has opted for Buy Back or Retaining the box back with him[/size][/font][*][font=Arial][size=x-small]Create Installation WO if the customer has opted for activating the box as MultiTV[/size][/font][/list][size=x-small]ISP CCO Process-

Process to be followed if customer has opted for Buy Back offer-[/size][list][*][size=x-small][font=Arial]He performs the below activities -[/font]
[/size][list][*][font=Arial][size=x-small]De-pair activity – De-pair the new box & card[/size][/font][*][font=Arial][size=x-small]Replace Digicomp Activity – Old box is replaced with New Box[/size][/font][/list]
[*][size=x-small][font=Arial]Updates the Reason Code as “Box with ISP” in the replace activity reason code[/font]

[/size][*][size=x-small][font=Arial]Upon WO completion by Installer ISP CCO updates the WO details & moves it to Verified Status[/font]

[/size][*][size=x-small][font=Arial]He will capture the Resolution Code-[/font]
[/size][list][*][font=Arial][size=x-small]“STD Box with ISP” – In case the returned box is STD box[/size][/font][*][font=Arial][size=x-small]“PVR Box with ISP” – In case the returned box is PVR box[/size][/font][*][font=Arial][size=x-small]“HD Box with ISP” – In case the returned box is HD box ISP CCO does the WO Scheduling[/size][/font][/list]
[*][font=Arial][size=x-small]ISP CCO will return back the Digicomp, Digicard, Remote & Adaptor(External boxes) to Warehouse[/size][/font][/list][size=x-small]Credits will be posted to Subscriber account basis the Resolution Code updated & once the WO is closed

Process to be followed if customer has opted for MultiTV connection-[/size][list][*][size=x-small][font=Arial]Upon WO completion by Installer ISP CCO updates the WO details & moves it to Verified Status[/font]

[/size][*][font=Arial][size=x-small]He will capture the Resolution Code-“Extra Box Installation Complete”[/size][/font][/list][size=x-small]Process to be followed if customer has opted to retain (keep the box back with him) -[/size][list][*][size=x-small][font=Arial]He performs the below activities -[/font]
[/size][list][*][font=Arial][size=x-small]De-pair activity – De-pair the new box & card[/size][/font][*][font=Arial][size=x-small]Replace Digicomp Activity – Old box is replaced with New Box. Captures the Reason Code “Box with Customer” in the replace activity reason code[/size][/font][*][font=Arial][size=x-small]Re-pair Digicomp Activity – Old box is paired with new card[/size][/font][*][font=Arial][size=x-small]Asset Registration – Register the Old box as Multiroom in the same subscriber account without activation[/size][/font][/list]
[*][size=x-small][font=Arial]Upon WO completion by the Installer ISP CCO updates the WO details & moves it to Verified Status[/font]

[/size][*][size=x-small][font=Arial]He will update the below resolution Code-[/font]
[/size][list][*][font=Arial][size=x-small]“STD box with Customer” – In case the customer keeps back the STD box[/size][/font][*][font=Arial][size=x-small]“PVR box with Customer” – In case the customer keeps back the PVR box[/size][/font][*][font=Arial][size=x-small]“HD box with Customer” – In case the customer keeps back the HD box[/size][/font][/list][/list][size=x-small]Standard Phrase –

Offers Available-

FAQ’s –

Q:What if the customer has opted for Buy Back & then changes his mind activate the box has Multiroom before?

A:Cancel the Upgrade WO & register the New box as Multiroom Installation WO & follow the activation process

Q: What if the customer has opted for Buy Back & then changes his mind to keep the box back without activating it?

A: Follow the Customer opts to keep back the box but activate it at a later time

Q: What if the customer has opted for Multiroom activation & then changes his mind to opt for Buyback offer?

A: “Installation WO needs to be moved to Cancellation Status with Resolution code as “”Alternate WO”” Reason Code “”Change from Inst to Upgrade WO””. Contact the Partner Helpline & have a Upgrade WO created for follow the “”Customer opts for buy back”” process”

Q: What if the customer has opted to keep the box back with him & then changes his mind to opt for Buyback offer?

A: Follow the “Customer opts for buy back” process

Q: What if TSA has created Upgrade WO instead of Installation WO for box to be activated as Multiroom scenario?

A: Cancel the Upgrade WO & register the New box as Multiroom Installation WO & follow the activation process

Q: What is the offer that needs to be informed to the subscriber if he wants to return the box to Tsky?

A: “Customer needs to be informed that he will get the below credits in Tsky Subscriber account once the WO is closed-

STD Box – Rs.300

HD Box – Rs.300

PVR Box – Rs.500”

Q: What Reason Code under replace activity needs to be captured if the box is given back to the customer?

A: Reason Code “Box with Customer” needs to be used

Q: What Reason Code under replace activity needs to be captured if the box is given back to the ISP, Buyback offer?

A: Reason Code “Box with ISP” needs to be used[/size]




1 Comment

Add a Comment
  1. good informative post tsrocks 🙂

Leave a Reply

Your email address will not be published.



a © 2017 Frontier Theme