Process Training Outbound - PowerPoint Presentation

Slide1

Process Training

Outbound

Slide2

Introduction and Icebreaker

Set up

Trainer Introduction

Participant Introduction

Ice Breaker

Slide3

Expectation Mapping

Trainee Expectations

Trainer Expectations

Slide4

TRAINING INDUCTION

Slide5

Ground Rules

Commitment towards work

No side conversations

Open To learning

Assessments

Attendance

Punctuality

Attitude

Participation

Cell Phone Policy

Leave Policy

Cleanliness

Slide6

No 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

Slide7

Open to learning

People need to be open to learning

Those who have taken calls before need to help the new joinees.

Slide8

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.

Slide9

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

Slide10

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

Slide11

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.

Slide12

Commitment towards work

Respect you JOB and get rewarded

Slide13

Classroom Behavior

Please raise your hand before speaking

Respect when others are speaking

Slide14

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.

Slide15

Attitude

Needs to be positive

Open to learning

Negativity should be ruled out

Slide16

Welcome to DISHTV

Welcome Video from the

Top Management

Slide17

Process 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

Slide18

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

Slide19

Training 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

Slide20

Targets

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

Slide21

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

Slide22

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

Slide23

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

http://www.esselgroup.com/media.html

-

Refer this link for Essel group overview.

Slide24

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”

Slide25

INCEPTION OF DISHTV

Slide26

Dishtv 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

Slide27

Dish TV Overview

Sales

Department

Slide28

Dish TV Facts

Slide29

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

Slide30

Dishtv 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

Slide31

Come let’s explore our website

Lets Explore

Lets explore the dishtv website

Slide32

Web site

www.dishtv.in

Buy Dishtv

Product

Dishtv Pack

Ala carte

Recharge Offer

Subscriber Service

Contact Info

www.dishtv.in

Active Service

DEALER LOCATOR

Slide33

www.dishtv.in

Slide34

DTH Industry Overview

Slide35

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

Slide36

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

Slide37

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

Slide38

There 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

Slide39

How 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

Slide40

Advantages of DTH

High Signal

Quality

Unlimited Recording

Highly defined customer services

Pay only for what you watch

Network reliability

Discounted programming

packages

Slide41

Key Players

Slide42

Regulatory Body

Telecom Regulatory Authority of India

Slide43

Thank you