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Document Log
Sr. No. Topic Change / Updation Change Date Revision No.
1 Day 1 PPT Created Dec 1, 2013 01
2 Day 1 PPT OJT and CERT Targets Updated Jan 1, 2014 02
3. Day 1 PPT Dishtv Website Screen Shot Revised
Aug 28, 2014 03
Introduction and Icebreaker
• Set up
• Trainer Introduction
• Participant Introduction
• Ice Breaker
Ground Rules
• Commitment towards work• No side conversations• Open To learning• Assessments• Attendance• Punctuality• Attitude• Participation• Cell Phone Policy• Leave Policy• Cleanliness
1. No leave in Training
1. Has to be proven by a swipe card and a finger print after you are given your id cards, then there is a temp card.
1. Not swiping can result in being marked absent for that particular day
Attendance
Open to learning
• People need to be open to learning
• Those who have taken calls before need to help the new joinees.
Participation
• Is an essential part of Training
• Each one of you has to participate in the Training.
• This is one of the most important parameters you would be scored on.
Cell Phone Policy
• Are supposed to be switched OFF during Training.
• Any cell phone user violating this policy could be fined
• Must not be used while passing through the floor
Leave Policy
• No leave during Training
• If anyone requires a leave he / she has to take an approval from the immediate supervisor
• A sudden requirement might not be appreciated.
• Leave without intimation is not permitted
• Unscheduled leave may result in Warning / Termination
Cleanliness
• Maintenance is must.
• Violating this results in serious concerns.
• Computer equipment is expensive and needed for you to get certified. All trainings rooms are monitored, hence do not attempt any misuse.
Assessments
• Another important parameter
• Regularly held pre / during / post Training
• Necessary to meet the required targets to clear Training
• Someone who does not achieve the target, does not clear training and does not get certified.
Process Training Objective
By the end of the training you will be able to :
Gain an insight on the Inbound Process.
Take Inbound calls as per the defined guidelines.
Display a “Glad I Could Help” Attitude during every Customer Interaction.
Ensure Customer Delight on every call.
Retain Dish TV Customers
Module Outline Preview
Inbound Process Training (IPT)
Product training System training
Package overview Webserver overview
Technical troubleshooting Customer Service orientation
Dishtv terminology
What it takes to succeed on the floor ?
Quality Parameters
Training Key Milestones
Induction
Day 0
Inbound Product &
Process Training
Day 1 - 16
OJT (5 days)
Day 17-21
Repeat / CSAT & top 10
mistakes
Day 22
Certification(2 days)
Day 23- 24
Handover to OPS for
Transition
Targets
OJT Targets Certification Targets
Login
OJT day-1 – 2 Hours OJT day-2 – 3 Hours OJT day-3 – 4 hours OJT day-4 – 5 hours OJT day-5 – 6 hours
Calls
OJT day-1 – 10 Calls OJT day-2 – 15 Calls OJT day-3 – 20 Calls OJT day-4 – 25 Calls OJT day-5 – 30 Calls
Quality – 80% and above
Hold – Not more than 51 seconds
Calls – 30 calls per day
Quality – 80% and above
Hold – Not more than 51 seconds
My role as the “Voice” of dishtv
As voice of Dish TV, I:
Represent Dishtv on call
Create customers for life
Retain customers
Display customer service attitude
As the “Voice” of Dish TV, I am responsible for :
Providing timely and accurate information to our customers Proactively sharing offers and schemes with our customer
Displaying a “Glad I Could Help” Attitude during every customer interaction
Ensuring customer delight Retaining Dish TV customers
My role as the “Voice” of dish TV
Essel Group Overview
Group started business in 1976
Among India’s most prominent business houses with a diverse portfolio of assets
Media
Technology
Entertainment Packaging
Education
Infrastructure
Essel Group Vision
“Essel Group will be a leader in each and every business that it
has and will ever venture into.
We will strive to offer best value to our stakeholders, be it customers,
investors, employees or vendors.
We will contribute to the growth and development of the entire social
pyramid while being focused on our business objectives”
Mr. Subhash ChandraEssel Group Chairman
Mr.Jawahar GoelManaging Director
Mr. Salil Kapoor COO – Dishtv
R. C. VenkateishCEO - Dishtv
Dishtv Family
V. K. Gupta COO – IT
Gaurav Goel EVP – BD & Strategy
Dishtv Facts (Contd.)
Dishtv – Dish Sawaar Hai !!!
India’s No.1 Direct-to-home company
Part of the biggest media conglomerate- ZEE GROUP
India’s first DTH entertainment service
Dishtv Facts
28% market share in India with a subscriber base of 13.9 million users
Has on its platform over 400+ channels & services including 23 audio channels
Highest Channel capacity with 3 satellites beaming channels
PRESENCE ON LAND, AIR & WATER! Only DTH operator that spans aircrafts, ships, trains, buses and cars
MOD
Web site www.dishtv.in
Buy Dishtv
Product
Dishtv PackAla carte
Recharge Offer
Subscriber Service
Contact Info
www.dishtv.in
Active Service
DEALER LOCATOR
What is DTH
Refers to “Direct to home” television
DTH mean it refers to satellite TV broadcasting directly to a dish antenna on the roof of a house
A small Dish antenna is mounted at customers premise
TV channels are directly transmitted from satellite to this small dish
Set top box at customers premise decodes the encrypted transmission
Cable Vs DTH
FRUSTRATION due to snowy picture, non uniform
reception across TV channels
IRRITATION due to hindrance Because of power
cuts at the cable operator’s end
NUISANCE
due to a lot of advertisements placed on the movie screen while watching
a movie?
ULTIMATE EXPERIENCE of DVD-picture and sound quality on ALL channels
FREEDOM from
power cuts
UNDISTRACTED and
pleasurable
Cable Vs DTH
ANNOYANCE due to constant channels
shifting
RELIABLE and consistent viewing experience
DISPLEASURE on having to pay for
channels not being used by you
ANGER
on having to repeatedly follow up with the cable operator to fix the problem
DEPENDABLE 24 hour help service - call us and we will be pleased to assist you anytime
ECONOMIC power of paying for only what you use
There is LOSS in Quality due to transmission through ground cables
Local Cable Operator MSO
How Cable TV works
MSO
Channel Broadcasters
Dig
ital S
ign
alD
igit
al Sig
nal
Local Cable Operator
Analog Signal through Cable
There is LOSS in Quality due to transmission through ground cables
Broadcasters’ Satellite
How DTH works
Ku Band Uplink
Dish TV Antennaat the Customer’s Premise
SET TOP BOXDish TV Broadcast
Centre
Broadcasters’ Satellite NSS6 Dish TV Satellite
Digital SignalDig
ital
Sig
nal
Dig
ital S
ign
al
Digital Signal
Digital Signal
40 No LOSS in Quality
Advantages of DTH
Highly defined Customer Services
Movie on Demand
High Signal Quality
Pay only for what you watch
Network reliability
Discounted programming packages