News Tatasky Balance and Due Date Inquiry
Friday 17-February-2012, 09:11
Post: #1
Tatasky Balance and Due Date Inquiry
  • Inbound Call Centre TSA - General Helpline.
  • Not applicable to Partner and Premium Help desk
Brief- In the view of making customer's life easy and simple to retrieve the basic information about Balance and Recharge queries, we would be promoting subscriber self help options in every call in which subscriber has a query related to
  • Current/Updated Balance and due date
Process /SOP -
  1. Subscriber calls the Call centre
  2. TSA to listen and understand the customer query
  3. During the call, if the subscriber wants to know the balance and due date, the following process has to be followed after addressing the other issues if any:
  4. Educate the customers that the required information can be retrieved by sending a SMS i.e. BD to 56633 using RMN & BD (Sub ID) to 56633 for non RMN or calling the helpline and selecting option 1in the IVR
  5. Inform the customer that the call will be transferred to IVR and cold transfer the call to respective VDN. The current updated balance and due date will be played in the customer preferred language
Scenarios:
  1. Customer has recharged his/her account (recharge is successful) and wants to know the updated balance and due date

    Possible Reasons: SMS not received, TV alert not received, Customer views old balance message on TV, unaware of updated balance and due date retrieval options .

    Process:

  2. Check Billing portal if recharge has happened or not
  3. Confirm that the recharge has happened
  4. Inform subscribers that recharge is successful
  5. Educate subscribers that updated information about account balance and due date can be retrieved using SMS option i.e. BD to 56633 using RMN & BD (Sub ID) to 56633 for non RMN. Alternatively subscriber can retrieve updated bal and due date related information by selecting option 1 on IVR menu of Tata Sky Helpline
  6. Inform subscribers about the STB to be kept switched on at the time of recharge for the alerts to be displayed on TV. Also educate about recharge confirmation being received on SMS
  7. Inform subscriber to know the updated bal and due date the call is being transferred to the IVR
  8. Cold transfer the call
    For additional queries the regular call handling process will follow
  9. Subscriber wants to know the revised due date and balance on account of Recurring and Non recurring charges levied on his/her account.

    Possible Reasons: Balance and due date revisions on account of charges levied towards FS charges, package modification, VAS addition etc. Subscribers unaware of monthly consumption.

    Process:

  10. Identify and explain the reasons for bal and due date revisions
  11. Educate subscribers that updated information about account balance and due date can be retrieved using SMS option i.e. BD to 56633 using RMN & BD (Sub ID) to 56633 for non RMN. Alternatively subscriber can retrieve updated bal and due date related information by selecting option 1 on IVR menu of Tata Sky Helpline
  12. Inform subscribers about the STB to be kept switched on at the time of recharge for the alerts to be displayed on TV. Also educate about recharge confirmation being received on SMS
  13. Inform subscriber to know the updated bal and due date the call is being transferred to the IVR
  14. Cold transfer the call
    For additional queries the regular call handling process will follow
  15. Subscriber wants to know the due date and balance

    Possible Reasons :Subscriber does not keep a track of monthly consumption or date of recharge

    Process :

  16. Educate subscribers that updated information about account balance and due date can be retrieved using SMS option i.e. BD to 56633 using RMN & BD (Sub ID) to 56633 for non RMN. Alternatively subscriber can retrieve updated bal and due date related information by selecting option 1 on IVR menu of Tata Sky Helpline
  17. Inform subscribers about the STB to be kept switched on at the time of recharge for the alerts to be displayed on TV. Also educate about recharge confirmation being received on SMS
  18. Inform subscriber to know the updated bal and due date the call is being transferred to the IVR
  19. Cold transfer the call
Standard Phrases -

"Sir/Madam, You can find out about the updated balance and due date by sending a SMS BD to 56633 from your Registered Mobile Number & BD (Sub ID) to 56633 for any other mobile."


"Also, you can find out the balance and due date information by calling our helpline and selecting 1 option in the IVR"
"I would be transferring your call to automated system which will play your current balance and due date, shall I go ahead Sir/Madam?"
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