JavaScript must be enabled in order for you to see the posts in this forum. However, it seems JavaScript is either disabled or not supported by your browser. To see the posts, images and links please enable JavaScript by changing your browser options, then try again.


Thread Rating:
  • 0 Vote(s) - 0 Average
  • 1
  • 2
  • 3
  • 4
  • 5
News Note: Customers opting for Buy Back
Tuesday 24-January-2012, 19:52,
Note: Customers opting for Buy Back
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-
  • When Subscriber calls the helpline for Box Upgrade, TSA need to inform the subscriber on the option he has –
    • Opt for buy back where in he gets credits based on the type of the box he returns back to Tata Sky-
      • STD Box - Rs.300
      • HD Box - Rs.300
      • PVR Box - Rs.500
    • Opt to retain (keep the box back with him) without activating the box
    • Opt to activate the box as MultiTV
  • Create Upgrade WO if the customer has opted for Buy Back or Retaining the box back with him
  • Create Installation WO if the customer has opted for activating the box as MultiTV
ISP CCO Process-

Process to be followed if customer has opted for Buy Back offer-
  • He performs the below activities -
    • De-pair activity - De-pair the new box & card
    • Replace Digicomp Activity - Old box is replaced with New Box
  • Updates the Reason Code as "Box with ISP" in the replace activity reason code

  • Upon WO completion by Installer ISP CCO updates the WO details & moves it to Verified Status

  • He will capture the Resolution Code-
    • "STD Box with ISP" - In case the returned box is STD box
    • "PVR Box with ISP" - In case the returned box is PVR box
    • "HD Box with ISP" - In case the returned box is HD box ISP CCO does the WO Scheduling
  • ISP CCO will return back the Digicomp, Digicard, Remote & Adaptor(External boxes) to Warehouse
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-
  • Upon WO completion by Installer ISP CCO updates the WO details & moves it to Verified Status

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

  • He will update the below resolution Code-
    • "STD box with Customer" - In case the customer keeps back the STD box
    • "PVR box with Customer" - In case the customer keeps back the PVR box
    • "HD box with Customer" - In case the customer keeps back the HD box
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
Add Thank You Reply
[-] The following 2 users say Thank You to tsrocks for this post:
Beghawat, Viki
Wednesday 25-January-2012, 13:07,
RE: Note: Customers opting for Buy Back
good informative post tsrocks Smile
Add Thank You Reply
« Next Oldest | Next Newest »




Users browsing this thread: 1 Guest(s)

Contact Us | DthHelp | Return to Top | | Lite (Archive) Mode | RSS Syndication
DMCA.com Protection Status