Introduction and Icebreaker Set up Trainer Introduction Participant Introduction Ice Breaker Expectation Mapping Trainee Expectations Trainer Expectations TRAINING INDUCTION Ground Rules ID: 916422
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Slide1
Process Training
Outbound
Slide2Introduction and Icebreaker
Set up
Trainer Introduction
Participant Introduction
Ice Breaker
Slide3Expectation Mapping
Trainee Expectations
Trainer Expectations
Slide4TRAINING INDUCTION
Slide5Ground Rules
Commitment towards work
No side conversations
Open To learning
Assessments
Attendance
Punctuality
Attitude
Participation
Cell Phone Policy
Leave Policy
Cleanliness
Slide6No leave in Training.
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
.
Not
swiping can result in being marked absent for that particular
day.
Attendance
Slide7Open to learning
People need to be open to learning
Those who have taken calls before need to help the new joinees.
Slide8Participation
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.
Slide9Cell 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
Slide10Leave 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
Slide11Cleanliness
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.
Slide12Commitment towards work
Respect you JOB and get rewarded
Slide13Classroom Behavior
Please raise your hand before speaking
Respect when others are speaking
Slide14Assessments
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.
Slide15Attitude
Needs to be positive
Open to learning
Negativity should be ruled out
Slide16Welcome to DISHTV
Welcome Video from the
Top Management
Slide17Process Training Objective
By the end of the training you will be able to :
Gain
an insight on the Outbound Process.
Make
Outbound 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
Outbound Process Training
(OPT
)
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
Slide19Training Key Milestones
Induction
Day 0
Outbound
Product &
Process
Training
Day 1 -
11
OJT
(3 days)
Day
12-14
Certification
(2 days)
Day
15-16
Handover to
OPS for
Transition
Slide20Targets
OJT Targets
Certification Targets
Login – 4.5 hrs
Calls –
20/25/30
calls per day (Step up Target)
Quality – 80% and above
Hold – Not more than 51 seconds
Login – 5.5 hrs
Calls – 30 calls per day
Quality – 80% and above
Hold – Not more than 51 seconds
Performance required in Transitions
Session to be conducted by transition team
Slide21My 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
Slide22As 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
Slide23Essel 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
http://www.esselgroup.com/media.html
-
Refer this link for Essel group overview.
Slide24Essel 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”
Slide25INCEPTION OF DISHTV
Slide26Dishtv Family
Mr. Subhash Chandra
Essel Group Chairman
Mr. Jawahar Goel
Managing Director - Dish TV
Mr.
Anil
Dua
CEO - Dishtv
V. K. Gupta
COO – Dish TV
Gaurav Goel
Executive Vice President
Zonal Head, Dish TV
Slide27Dish TV Overview
Sales
Department
Slide28Dish TV Facts
Slide29Dishtv 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
Slide30Dishtv Facts
Asia’s Largest DTH Provider
with a subscriber base of 12.9 million users
Has on its platform over
575+
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
Slide31Come let’s explore our website
Lets Explore
Lets explore the dishtv website
Slide32Web site
www.dishtv.in
Buy Dishtv
Product
Dishtv Pack
Ala carte
Recharge Offer
Subscriber Service
Contact Info
www.dishtv.in
Active Service
DEALER LOCATOR
www.dishtv.in
Slide34DTH Industry Overview
Slide35What 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
Slide36Cable 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
Slide38There is LOSS in Quality due to transmission through ground cables
Local Cable Operator
MSO
How Cable TV works
MSO
Channel Broadcasters
Digital Signal
Digital Signal
Local Cable Operator
Analog Signal through Cable
There is LOSS in Quality due to
transmission through ground cables
Broadcasters’ Satellite
Slide39How DISH TV works
Dish TV Antenna
at the Customer’s Premise
SET TOP BOX
Dish TV Broadcast Centre
Broadcasters’ Satellite
Digital Signal
Digital Signal
Digital Signal
Channel Broadcasting Center
Digital Signal
INSAT 4B ( DD )
Asia Sat
Ku Band Uplink
NSS6
Dish TV Satellite
Slide40Advantages of DTH
High Signal
Quality
Unlimited Recording
Highly defined customer services
Pay only for what you watch
Network reliability
Discounted programming
packages
Slide41Key Players
Slide42Regulatory Body
Telecom Regulatory Authority of India
Slide43Thank you