Professional Documents
Culture Documents
Overview:
Airtel has both postpaid and prepaid customers. PACS is a software used by Airtel as a
platform to support and provision requests made by its prepaid customers. PACS is a
software platform that is a combination of both front-end and back-end tools for Airtel
prepaid customers.
Key Deliverables:
By the end of this module you would be able to:
Duration:
3 days
2
Introduction
Instructions to Ask the participants to read the following caselet.
Facilitator
Slide
PACS is both a front-end and a back-end tool for Airtel
prepaid customers.
Instructions to Say: The simple solution that Anil has is to call up Airtel
Facilitator Customer Care at 9810198101 and state his problem. The
Customer Care Executive will then provision the same and
suggest a remedy to his problem.
3
Instructions to Ask the participants to answer the following question.
Facilitator
Slide
The Provisioning & Customer Care System developed by
Bharti Telesoft Ltd. helps manage, monitor and efficiently
control the incoming calls related to Queries, Complaints,
and Requests from Pre Paid customers. It also provides
the other basic functionalities like Workflow, Auto
escalation, Close looping of Pre Paid Customers
.
Instructions to Say: PACS is a combination of both the front and the back
Facilitator end systems for prepaid users. The Customer Care Executive
can handle a variety of tasks using this tool. These are shared
in the following slide.
4
Instructions to Say: There are specific steps that need to be followed while
Facilitator logging into PACS.
Click on cancel
Click on Ok.
Instructions to Once the various groups have completed the exercise, share
Facilitator the following slides with them.
5
Slide
Slide
6
Slide
Discussion Points List the various categories of information that you can obtain
from the PACS screen.
Customer Info
Case Info
Query Type
Log Info
Case Status
Links to various Screens
Cases in Work and View mode (if loaded)
Total no. of Queries, Complaints, Requests, Service
for the No.
Alerts set for the specific number entered.
Now show the following slide to the participants.
7
Slide
Instructions to Ask the participants to identify the various tabs on the PACS
Facilitator main screen toolbar.
Slide
C
u Pa
Cancel t ste
Save Add
Copy
Previous
V Delete
Exit i
e Mo
Next w dify H
e
8
l
p
Instructions to Ask the participants to respond to the following question.
Facilitator
9
Exercise Find out the subscriber details for the prepaid number you
have been provided with.
10
Slide
Note :
City should be Delhi
Type should be Individual
Category should be Prepaid
1 2
3
Exercise Enlist all the categories of subscriber information that you can
get from this screen.
Slide
Note :
11
Slide Subscriber Information on PACS
12
Instructions to Divide the batch into groups of two participants each. Assign
Facilitator a computer to each group and provide them with a PACS id,
password and a dummy prepaid mobile number. Now ask the
participants to perform the following exercise.
13
Instructions to Say: On the CRM main screen, one part of the screen
Facilitator displays the different types of queries, complaints and
requests for each individual department. These are further
divided into sub-types.
Slide
Instructions to Now ask the participants to go back to the main PACS screen
Facilitator and list down the various other information categories in the
query screen part.
Discussion Points List out the various categories of information on the query
screen.
Instructions to Once the participants have prepared the lists, discuss the
Facilitator same with them. Then show the participants the following
slides, explaining to them the importance of each of the
information categories on the query screen.
14
Slide Call Back: The call back is invoked automatically based on
query type selected. Agent has the facility to invoke it for a
particular query incase it is not invoked automatically.
15
Slide
16
Slide
Instructions to Divide the batch into groups of two participants each. Assign
Facilitator a computer to each of the groups. Provide the groups with a
PACS id and password. Also give them a dummy prepaid
number. Now, ask the participant to answer the following
question.
Discussion Points List out the information available on the Case Info screen.
Source: The mode via which the executive has received the
case. Eg: Telephone, Fax, White mail, e-mail.
17
service, provisioning).
Slide Log Time: Call pick up time is synchronized with the server
machine E.g. 22-jul-2003 16:37.
18
Instructions to Divide the batch into groups of two participants each. Assign
Facilitator a computer to each of the groups. Provide the groups with a
PACS id and password. Also give them a dummy prepaid
number. Now, ask the participant to perform the following
exercise.
Exercise 1. Find the last registered query for the mobile number
provided to you.
2. Enlist the various categories of information available
on the PACS screen.
3. Find the Description Code Id for the query.
4. Find out the information available on the case.
19
Instructions to Say: At times, if a case is complicated, it is much easier for
Facilitator the person who had initially handled to recall it and suggest
solutions to resolve it. This information is also available on the
PACS screen as follows.
Slide
Instructions to Divide the batch into groups of two participants each. Assign
Facilitator a computer to each of the groups. Give each group with a
PACS id and a password and provide them with a dummy
prepaid number. Then, ask the participants to respond to the
following question.
20
Slide Log Info Screen
Discussion Points How can an Airtel Customer Care Executive find out the
status of a case?
Slide
21
Instructions to Divide the batch into groups of two participants each. Assign
Facilitator a computer to each of the groups. Give each group with a
PACS id and a password and provide them with a dummy
prepaid number. Then, ask the participants to respond to the
following question.
Discussion Points What are the various information categories that you can see
on the Case Status screen?
Discussion Points Discuss the answers provided by the participants and share
the following slide with them.
22
Instructions to Say: Cases coming to Airtel Customer Care can be of two
Facilitator types. Those that get resolved in the First Time and those that
are registered and need to be resolved over a period of time.
Different processes need to be followed for the resolution of
each of these case types. Let us look at these processes in
greater details now.
Click OK
Enter Notes
Save
23
Slide
1
4
2
5 6
Click OK
Enter Notes
Save
24
Slide
2
2
5
3
25
Instructions to Divide the batch into groups of two participants each. Assign
Facilitator a computer to each of the groups. Provide the groups with a
PACS id and password. Also give them a dummy prepaid
number. Now, ask the participant to perform the following
exercise.
Exercise 1. Find out the log info for the last query entered for the
mobile number provided to you.
2. Find out the case status for this query. Enlist the
information available under the various information
categories for this case.
Discussion Points Make a flow chart for the steps to be followed in PACS in the
following scenarios:
1. FTR
2. Non-FTR
26
Instructions to Say: There is a sub-screen on the PACS main screen that
Facilitator details the information regarding the subscriber available with
Airtel. Let us first see how this screen looks like.
Instructions to Divide the batch into groups of two participants each. Assign
Facilitator a computer to each of the groups. Provide the groups with a
PACS id and password. Then ask them to respond to the
following question.
Discussion Points What are the various information categories that can be
viewed on the Subscriber Info screen?
27
Slide The details available on the Subscriber Info Screen are the
subscribers:
Name
Address
PIN Code
City
Country
E-mail id
Fax Number etc.
Instructions to Say: If you look carefully at the Subscriber Info screen you
Facilitator will see various tabs on the screen.
Discussion Points List down the various tabs on the Subscriber Info screen.
IN Data
Tickets
SIM
Recharge
Profile
Request
Equipment
Personal
Organization
Account Details
Other CDRs
28
list of the information available under each tab.
Ask the participants to match the names of the tabs with the
corresponding information lists. Tell them that they can use
their computers to do the same.
Card Game You are provided with a set of cards. Each set of cards is
divided into two parts. One part has the names of the various
tabs on it. On the other hand, the other set of cards has the
list of the information available under each tab.
Instructions to Once the participants have completed doing this, share the
Facilitator various slides depicting the screens for the various tabs and
the information found within the tabs with them.
29
Slide IN Data tab
First call date: Date and time of the first call made by the
dealer i.e. both the Activation date and the First call date will
be same.
30
31
Slide IN CDR tab
This screen displays the call detail information for the various
calls that are made/come to a particular mobile number.
32
Instructions to Divide the batch into groups of two participants each. Assign
Facilitator a computer to each of the groups. Provide the groups with a
PACS id and password. Also give them a dummy prepaid
number. Now, ask the participant to perform the following
exercise.
33
Slide SIM tab
34
Slide IMSI number: International Mobile Subscriber Identity
number.
Exp Date: Expiry date of the SIM card i.e. date on which the
warranty of the sim is getting over.
Slide Used amount: The amount used by customer till date from
the date of recharging the last coupon.
35
Slide Request tab
36
Slide Request tab
1 2
37
Slide Equipment tab
38
Instructions to Divide the batch into groups of two participants each. Assign
Facilitator a computer to each of the groups. Provide the groups with a
PACS id and password. Also give them a dummy prepaid
number. Now, ask the participant to perform the following
exercise.
Exercise For the mobile number provided to you, find out and enlist the
information available under the following tabs:
SIM tab
Recharge tab
Profiles tab
Request tab
Equipment tab
39
Slide Personal tab
Date of birth.
Gender.
Nationality.
Fathers name.
Education.
Name of spouse.
PAN number.
Number of dependants.
Income level, etc.
40
Slide Organization tab
41
Slide Other CDR tabs
This tab shows CDR of SMS sent to special numbers in the
home network and the SMS sent during roaming.
42
Instructions to Divide the batch into groups of two participants each. Assign
Facilitator a computer to each of the groups. Provide the groups with a
PACS id and password. Also give them a dummy prepaid
number. Now, ask the participant to perform the following
exercise.
Exercise For the mobile number provided to you, enlist the information
available under the following tabs:
Personal tab
Organization tab
Account Id tab
Other CDR tabs
43
Instructions to Say: If you notice on the PACS screen, there is a small sub
Facilitator screen. This screen contains links to various other screens in
the PACS platform. The following slides depict the sub screen
on the PACS main screen and the links it displays.
44
45
Instructions to Say: There is a screen called the Search Account Screen in
Facilitator PACS.
Discussion Points What in your opinion, is the Search Account Screen used for?
46
Slide Search Account Screen
3
Instructions to Say: There are certain steps to be followed to view the
Facilitator details of the customers past interactions. These can be seen
in the following slide.
Click on Enter
Instructions to Divide the batch into groups of two participants each. Assign
Facilitator a computer to each group. Provide each group with a PACS
id and password and a dummy prepaid mobile number. Now
ask them to follow the steps to get to the customer interaction
history.
Exercise Follow the requisite steps to find and detail the past
interaction history of the customer, whose number you are
47
provided with.
Instructions to Once the participants have completed the exercise, share the
Facilitator following slide to them and say, This is the screen that you
should arrive it once you have completed the above exercise.
48
Slide Search Account Screen
Press Enter
Click History
Click Show
Instructions to Divide the batch into groups of two participants each. Assign
Facilitator a computer to each group. Now provide a PACS id and
49
password as well as a dummy prepaid number. Ask them to
do the following exercises.
Exercise Login to PACS and arrive at the screen depicting the previous
subscribers details for the number provided to you.
50
Instructions to Ask the participant to respond to the following questions.
Facilitator
51
Instructions to Now ask the participants to read the following scenario and
Facilitator suggest a solution.
Caselet You are an Airtel Customer Care Executive. You receive a call
from a customer called Megha. She says that she has been
calling Airtel Customer Care for the past few days. She wants
to get the OTA settings for GPRS on her mobile. But she has
not yet got the same. You decide to check Meghas previous
interactions with Airtel Customer Care. How will you do the
same?
52
Facilitator Then say, There are certain specific steps that need to be
followed to view the case history for a particular case. These
can be seen in the following slide.
Select a Case
Instructions to Divide the batch into groups of two participants each. Assign
Facilitator a computer to each group. Provide them with a PACS id and
a password. Also provide each group with a dummy prepaid
mobile number.
Exercise Find out the case history for the last case logged in for the
mobile number provided to you.
Instructions to Once the participants have completed the exercise, share the
Facilitator following slide with them.
53
Slide Case History
2
1
&
3
Discussion Points Enlist the information available on the Case History screen.
54
Slide Case History Screen
Instructions to Say: The inbox screen can be viewed in two forms. These
Facilitator two forms are described in the following slide.
55
Slide Inbox Screen
The inbox can be viewed in two modes:
View Mode- Cases that have been closed by an agent online
and no further action required or cases which have already
been forwarded to defined process owner.
Click on Show
Case Appears
Instructions to Divide the batch into groups of two participants each. Assign
Facilitator a computer to each of the groups and provide them with a
PACS id and password. Also provide them with a dummy
prepaid mobile number.
56
Exercise Load the last case registered for the mobile number provided
to you.
2 4
1 3
Instructions to Say: At times, the Customer Care Executives may just close
Facilitator a case without saving it. In such a scenario, instead of the
changes just getting deleted the cases get saved and listed
as Trail cases and get closed automatically. Trail cases on the
PACS screen appear as on the following slide.
57
Slide Trail Cases
58
Instructions to Divide the batch into groups of two participants each. Assign
Facilitator a computer to each group. Now provide a PACS id and
password as well as a dummy prepaid number. Ask them to
do the following exercises.
Exercise 1. For the mobile number provided to you, find out the
case history for the last case registered. Enlist all the
information available for this case.
2. Go to the inbox screen for the PACS id provided to
you and view the various cases registered under the
id.
3. Select a case on the Inbox Screen and load it on the
computer provided to you.
4. Find out the number of trail cases for the PACS id
provided to you.
59
Instructions to Say: What in your opinion would be the first step a Customer
Facilitator Care Executive would need to take to work on a case? The
answer is to open it up, of course. Let us now see how a case
can be opened up. This is depicted in the following slides.
60
Instructions to Say: Once the processing on a case is done, how will you
Facilitator remove it from the main screen?
Case removed
Instructions to Ask the participants to respond to the following question.
Facilitator Click here
61
Instructions to Discuss the various answers provided by the participants.
Facilitator Then say, At times cases need to be forwarded to different
departments manually. To do this a specific process needs to
be followed.
Exercise Forward the last entered case for the mobile number provided
to you to your supervisor, as mentioned on the PACS screen.
62
Slide Forwarding a Case
3
1
4
2
5
63
Instructions to Ask the participants to read the following scenario.
Facilitator
64
Instructions to Divide the batch into groups of two participants each. Assign
Facilitator a computer to each group. Now provide a PACS id and
password as well as a dummy prepaid number. Ask them to
do the following exercises.
Exercise 1. Open the last registered case for the mobile number
provided to you.
2. Forward this case to the supervisory level.
3. Now remove this case from PACS.
65
Instructions to Discuss the various answers provided by the participants.
Facilitator Then say, PACS has the capability wherein Customer Care
Executives can plan reminders and alerts for themselves by
specifying the date and time of the alert. This enables them to
conduct various tasks at the required time.
Enter Notes
Save
66
ask them to perform the following exercise.
Exercise Set up a system and personal alert for the dummy number
provided to you.
Note:
Personal alerts can also be of two types :
Linked to a case: These alerts contain a case Id.
Personal i.e. not linked to a case : These alerts do not contain Idss
3
4
67
Share the following slide with the participants.
Instructions to Say: The Customer Care Executive has the liberty to define
Facilitator their own filtration criteria based on their individual working
methodology.
Discussion Points What are the various categories of information on the Alerts
Screen?
Instructions to Say, PACS also contains certain standard letter formats that
Facilitator can be faxed/e-mailed/printed and couriered to the customer.
68
This screen is known as the Reponses Screen. The various
templates can be customized for various customers before
being sent across. The following slide depicts the Responses
Screen.
Instructions to Say, To enter a sub-query within a query, the new query tab
Facilitator is used. There are certain steps the need to be followed to
enter a sub-query within the main query type. These can be
seen in the following slides. These slides depict the steps to
be followed and the new query screen as it appears on the
PACS platform.
The main query appears in the Parent Type tab while the
new query appears in the Type tab
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Slide New Query Screen
70
Instructions to Say, The new queries to be added do not directly get added
Facilitator to the main query. Instead, the intimation for the same goes to
the coordinator/supervisor. Once he approves it, then it gets
updated in the CMS.
71
Instructions to Ask the participants to respond to the following questions.
Facilitator
Discussion Points 1. Make the flowchart to depict the process for setting up
System Alerts.
2. Make a flowchart to depict the process of setting up
Personal Alerts.
3. Enlist the different categories of information available
on the Alerts Screen.
Instructions to Divide the batch into groups of two participants each. Assign
Facilitator a computer to each of the groups and provide them with a
PACS id and password. Also give them a dummy prepaid
mobile number. Now ask them to carry out the following
exercise.
72
Instructions to Say: At times the Customer Care Executive is required to
Facilitator send SMS to one or more mobile numbers. The SMS can
simultaneously be sent to two mobile numbers. For doing the
same certain steps need to be followed. These are depicted
in the following slide.
2 Type in the
message
1 here
3 4 5
Instructions to Say, There are certain tabs available to the Customer Care
Facilitator Executive, which he can use on a need to basis. These are
the Calculator and Calendar tabs. They can be located on the
PACS main screen as depicted in the following slides.
Share the following slides with the participants.
Slide Calculator
73
Slide Calendar
74
Instructions to Say, Just below the Calendar link on the screen appears the
Facilitator PPAS link. This link connects the Customer Care Executive to
PPAS. A Customer Care Executive needs to be logged in into
PPAS before opening the customer account in PACS. On
clicking on this link the PPAS screen appears as follows.
75
Slide Broadcast Message
Broadcast
message
76
Instructions to Say, It is at times difficult for the Customer Care Executive to
Facilitator remember all the details regarding the various facilities
provided by Airtel to its subscribers. At such a time, FAQs
provided to the Customer Care Executives on PACS can help
them out.
Click Help
Select FAQ
77
screen in the Query type. These can be seen on a PACS
screen as follows.
Slide Campaigns
78
Instructions to Ask the participants to respond to the following questions.
Facilitator
79
Instructions to Say, As was mentioned earlier, PACS is a combination of
Facilitator both the front-end and back-end platform for Airtels prepaid
subscribers. Thus, various kinds of provisioning can be
carried out in PACS. As all you already know about the
services Airtel offers to its prepaid subscribers, answer the
following question.
Instructions to Say, Now let us look at each one of them in greater details.
Facilitator Let us start with the first one, i.e., the SIM change process.
Certain steps need to be followed to enable the SIM change
process in PACS. These steps can be viewed in the form of
the following flipchart.
Press Tab
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Select the Query type (SIMCH for chargeable and
SIMFR for free
Make sure that the new SIM is in the free state in the
PACS system
Press OK
Press Save
Scenario You are an Airtel Customer Care Executive. You receive a call
from Akash, an Airtel prepaid customer. He says that he has
recently got his SIM updated from the to the 16 K version. He
bought the SIM at an FSO and now wants to get his SIM
number updated with Airtel. He has therefore called you
requesting you to do the same for him.
81
Slide SIM Change Process
1
4
3 5
2
6 7
82
Instructions to Say: The next provisioning that we shall be looking at is the
Facilitator mobile number deactivation. A specific process needs to be
followed for the same. This process involves the following
steps.
Press tab
Press OK
Save
83
Slide Mobile Number Deactivation Process
1
6
2
4 5
7 8
84
Instructions to Say: The next provisioning that we shall be looking at is
Facilitator profile modification. A specific process needs to be followed
for the same. This process involves the following steps.
Press tab
Press OK
Save
Exercise Modify the profile of the person whose mobile number you
have been provided with.
85
Slide Profile Modification
86
Instructions to Divide the batch into groups of two participants each. Assign
Facilitator a computer to each group. Provide them with a PACS id,
password and a dummy prepaid mobile number. Now ask
them to read the following scenarios and carry out the
appropriate actions on their computers.
Scenarios You are an Airtel Customer Care Executive. You receive the
following calls. Provision the required changes on PACS.
Scenario 1
You receive a call from Ankur, an Airtel prepaid customer. He
has just bought a new 16K SIM and wants to get his SIM
number changed in his subscriber details. Provision the same
for him.
Scenario 2
You have a list of mobile numbers with you. These numbers
have already crossed their grace period and you need to
deactivate them. Do the same on your computer.
Scenario 3
You need to modify the profile of a Anjali, an Airtel prepaid
customer. Do the same on your computer.
87
Instructions to Ask the participants to read the caselet given below and
Facilitator answer the question following the same.
88
Instructions to Divide the batch into groups of two participants each. Assign
Facilitator a computer to each of the groups. Give them a user id and a
password to login into the PACS system.
Now call each group from dummy numbers and carry out the
following exercise in the form of a role-play wherein you hold
the role of the caller. (It is advisable to have four to five people
making calls to different groups simultaneously such that
each group gets an experience of handling all the calls.)
Role-Play 1
You are Dhruv, an Airtel prepaid customer. You have recently
upgraded your SIM. One of your friends had suggested that
you should get your SIM number changed with Airtel also. You
call up Airtel Customer Care to request for the same.
Role-Play 2
You are Sheena, an Airtel prepaid customer. You wish to get
GPRS activated on your mobile. You call up Airtel Customer
Care to request them to do the same.
Role-Play 3
You are Jai, an Airtel prepaid customer. You wish to get MMS
activated on your mobile phone. You call up Airtel Customer
Care to request for the same.
Role-Play 4
You are Poonam, an Airtel prepaid customer. You realize that
more recently you have been spending too much money on
your mobile in sending MMS. So you call up Airtel Customer
Care wishing to discharge the service.
Role-Play 5
You are Rashmi, an Airtel prepaid customer. You have also
seen many of your friends use Airtel Live Services. But all
these friends have postpaid connections. You call up Airtel
Customer Care to know if you can access the same from your
prepaid connection and if yes, you wish to request for its
activation.
89
Module Summary
Instructions to Divide the batch into groups of two participants each. Ask
Facilitator each group to make a presentation on any one of the
following topics. Ensure that no topic is repeated.
90