Idea - Vertical Head/AGM/DGM - Data Service - Service Delivery

Vertical Head, Data Service,Service Delivery- AGM/DGM

- To ensure better service experience of data subscribers by implementing standard processes.

- Analyze learning from each RCA and implementation of correctives in the circle.

- To ensure increased data penetration and usage along with improved retention of data customers.Push self-care penetration of data subscribers.

- Analyze interactions of individual touch points for improvement.

- Focus on increased CSAT through enhanced knowledge management and bench-marking and to monetize efforts.

- Analyze usage behavior device details and related inputs for retention and churn prediction.-

- To Improve On-boarding and Hand-holding Process for increase in Data subscription.

- To increase continued usage base of Data subs during hand holding period

- To improve level of customer experience at contact centers, service centers and online transactions.

- Facilitate early identification of data subs and ensure related support / issues are managed properly.

- To facilitate enhanced data usage from customers.

- To convert incidental and low data users to Data users.

- Increase data usage through analysis of current usage device used along with application based usage patterns.

- To improve Upgrades of data customers through increased pack penetration and paid data usage.

- To develop Churn prediction models for early identification of potential churn and plan actions thereof.