Reliance Communications - DGM - On Boarding Experience

Role:

The Objective of the Job is to Strategies, Design and implement / influence / impact new and existing policies to improve the 0-3 Months New customer experience thus resulting in lowering First Bill churn, High Un-billed Barring, 0-3 Months Churn, Calls Per customer and a positive impact on Customer Satisfaction.

Expected End Results & Major Activities

- Build Circle strategy of improving customer experience - Constantly captures VOC and improves processes in the Circle

Address verification Post paid:

- Ensure Centralization of AV agencies and develop scalable and cost effective model

- Align circles to national policies and create a process of continuous improvement

- Timely Allocation and AV reverts/ feedbacks back in system

- Facilitate circles to ensure 100% AV compliances

- Create & monitor Audits and compliance to regulations

Welcome and First Bill call Management.

Partner Engagement:

- Timely & Successful Welcome and First Bill call to educate and assist customer with issues.

- Providing Forecast on call volumes.

- Sending the calling data on Time

- Sharing the Customer feedback / VOC with all Verticals and EC.

Internal Audit/Benchmarking:

- Ensure effective deployment of processes in circles

- Plan & execute adequate training to all Welcome staff.

- Continuous feedback to central team to improve processes bases on market benchmarking

- Auditing & ensuring compliance to statutory guidelines in the Circle

- Implement comprehensive check and control on processes in conjunction with Circle team.

- Action Planning with other Departments/ Verticals such as Service Provisioning, Call Center, Credit & Risk to control CHURN, BAD-DEBT, HUB.

0-3 Months Customer Analysis for CPC, First Bill Churn, 0-3 Months Churn, HUB . RCA and their action points to e submitted by the Circles. Releasing Health Check Call Score - To conduct analysis for all KPI