1. Document Log Sr. No. TopicChange / Updation Change Date Revision No. 1CSAT Session PPTCreatedDec 1, 201301 2CSAT Action PPT Report Analysis Added Apr 4, 201402

2. C-SAT Actions

3. Objective of this Training…..  What is C-SAT?  Why is it important?  Reason for Low Scores  Parameters on which C-SAT is mapped  Control Mechanism  Organization Target  Report related to C-SAT

4. What is C-SAT..... Customer Satisfaction is important and the same is measured by calling the customer and taking his/her feedback over the last call by the C-Sat team in the Quality Department. Customer satisfaction is a measure of the satisfaction of the customer, and how the service delivered meets customer expectation.

5. Why it is important...... Customer satisfaction is essential for our business. If our customers are satisfied they are likely to purchase/recharge from us rather than migrating to competition. So, how do we measure customer satisfaction? The CSAT is measured by taking customer/subscriber feedback which is also termed as VoC. And how can we increase customer satisfaction? CCE should understand the basic of customer service and how they should treat the customer but also should know the products and services thoroughly to help resolve issues quickly.

6. Dishtv Process

7. Parameters on which C-SAT is mapped for CCEs Politeness & Courtesy C-SAT Complaint ResolutionCCE Understanding

8. CSAT IB Questionnaire S.NoINBOUND 1 Kya aap ko dishtv contact number ki jankari uplabdh hai? 2 Kaya aap asani se call center se sampark kar paye? 3IVR dwara diye gaye nirdesh aap samjh paye? 4 Kaya IVR pe de gayi jankari sahi aur puri thi? 5Jis agent se aapki baat hui kaya aap usse santusht hain? 6 Kya aapke concern ko customer care adhikari samjh paye? 7Agent k diye huye samadhan se aap santusht hein? 8Kya humare agent app se call pe vinamrata se baat kar rahe they? 9Kya apki call ko hold pe rakha gaya? 10Kitni der hold pe rakaha gaya? 11Aapki inqury/concern according aap diya gaye samdhan se santusht hain ya nahi? 12Is vishe mein apne dishtv mein kitni baar sampark kiya? 13 Jo samay lia gaya apki ki samsyaya k samdhan k liye, kaya aap usse santusht hein? 14 Call center k anubhuav ko aur bhetar banane k liye, kya aap koi sujhav dena chahate hein.?

9. CSAT OB Questionnaire OUTBOUND 1Jo call aapko dishtv ki oar se ki gayi thi uski overall experience ko kis tarha rate karenge? 2Kya aapki call hold pe rakhi gayi thi? 3Aap ki call kitni der ki hold pe rakhi gayi? 4Kya aapki query/concern aapki santusthiy tak puri ki gayi? 5Aapki query or complaint ko resolve karne me lage time se aap kitna santustha hai? 6Yadi aap dish tv call center ki anubhav ko behtar bana k liye koi sujhawa dena chate hai?

10. CSAT BE Questionnaire S.NoBACKEND 1Jo Call/Mail aap ne receive ki thi kul mila kar usaka anubhav aapka kais raha? 2Kya aapki call hold pe rakhi gayi thi? 3Aap ki call kitni der ki hold pe rakhi gayi? 4Kya aapki query/concern aapki santusthiy tak puri ki gayi? 5Aapki query or complaint ko resolve karne me lage time se aap kitna santustha hai? 6Yadi aap dish tv call center ki anubhav ko behtar bana k liye koi sujhawa dena chate hai?

11. IMPORTANT C-SAT QUESTIONS Note: Associate need to achieve the score of >=65 in the top 2 Parameters. Associate need to achieve the score of <=7 in the bottom 2 Parameters. QuestionExcellentVery GoodGoodFairPoor (A) Jis agent se aapki baat hui kaya aap usse santusht hain? (B) Is vishe mein apne dishtv mein kitni baar sampark kiya? (C) kya humare agent app se call pe vinamrata se baat kar rahe they? (D) Aapki inqury/concern according aap diya gaye samdhan se santusht hain ya nahi? (E) Kaya aapke concern ko customer care adhikari samjh paye? (F) Jo samay lia gaya apki ki samsyaya k samdhan k liye, kaya aap usse santusht hein? Top 2 boxes Score 4/6 = 66.7% Bottom 2 boxes Score 1/6 = 16.7%

12. Reason for Low Scores It is directly related to our ability to resolve the query. It actually impacts the overall experience of the customer. But why it happens??????  When we don’t listen to customer query attentively.  When customer ask two questions on a single call and we resolve only one.  When we take longer time to resolve the query and customer disconnects or gets impatient.  When we share incomplete information and customer has to call back again for same or related concern.

13. Control Mechanism

14. Complaint Resolution (How to Improve) 1.Wrong Amount informed for Pay term benefits. 2.Incorrect contact details updated (Name, address or RMN) 3.Wrong offer details shared with the customer without checking the eligibility. 4.Incorrect Package / Ala-carte price informed. 5.MOD related wrong timings / channel / price / TAT informed. 1.Advance downgrade request option not given to the customer. 2.Advance request option for Ala-carte deletion not given to the customer 3.Missed to inform that connection should not be deactivated during the advance request period. 4.TAT not informed to the customer ( customer is front of TV/Not in front of TV) 5.Locking period not informed for Ala-Carte. 6.Single Transaction Concept not informed to the customer to avail pay term benefits. 7.Renewal date will be changed - Pack Upgrade/Downgrade, Ala Carte Addition/ Deletion. 8.Not informing that the package cost is applicable for 30 days. 9.Hardware applicable not informed on the service Call. 10.Verification not done on the call 11.Pin code / TAT not informed while activating the MOD Incorrect Information Incomplete Information

15. 1.Wrong complaint forwarded 2.Wrong TAT informed for forwarded complain. 3.Not informed to pay the recharge amount to the technician in VC deactivate Service related cases. 4.Wrong HW charges / visit charges informed to the customer. 5.Incorrect troubleshooting steps followed without confirming the error message 1.Call back not arranged on Actionable/Complaint Call drop cases 2.Incomplete troubleshooting. 3.Weather not confirmed in signal related and channel skipping cases. 4.Not updated the RMN / Email after confirming from customer 5.Concern not addressed completely. 6.Complete address along with the Pin code, call back number and alternate call back number not updated in case of Service Call. Incorrect Action Incomplete Action Complaint Resolution (How to Improve)

16. Politeness and courtesy of the call center executive (impacted overall experience of the customer). Polite & Courteous (How to Improve) When we don’t welcome them with our tone & greeting When we don’t listen to them and interrupt the caller When we don’t use PLEASE (while confirming or probing details), we may sound demanding and impatient. When we don’t thank the customer for sharing required details Call courtesy

17. Parameters pertaining to Soft skills which impacts Polite and Courteous 1.Lack of patience level 2.Lack of good listening skills 3.Lack of empathy where required 4.Interrupting the customer during the call 5.Unprofessional Tone and pitch while conversing with customer. 6.High ROS 7.Distraction while on live call. 8.Personal issues impacting the professional attitude. For Example : Customer is repeatedly calling for some concern & at the beginning of the call starts shouting. Here the associate attending the call is not responsible for this behavior of the customer however he is responsible to ensure and provide the resolution to this customer. Empathy is very important tool to be used in these kind of scenarios. Words Like samajh sakta hoon, nishchint rahiye can be used in such situations. Never interrupt the customer in between when he is shouting. Be a good and patient listener. Polite & Courteous (How to Improve)

18. CCE Understanding (How to Improve) Reasons  Poor Listening skills is the major contributor in misunderstanding the customer concern.  Jumping to conclusions without letting the customer finish his statement.  Poor knowledge of the process and updates.  Using lot of jargons while speaking to the customer. Solutions  Paraphrase with the customer for precise understanding For e.g if the associate is unable to understand the missing channel name provided by the customer he can further ask and confirm the same from the customer rather asking again bluntly.  Use simpler & easy to understand words while conversing with the customer  Ensure Proper Understanding of the changed process (if any)before login.  Make sure that all the concerns of the customer are noted down somewhere to avoid making the customer repeat his concern  Practice attentive listening and improve the same on daily basis.

19. Organization Target Below mentioned are the guidelines according to which customer need to rate as per the question 5 - For Excellent 4 - For V.Good 3 - For Good 2 - For Fair 1 - For Poor Organization Target Percentage of Top 2 Parameters should be >=65% Percentage of Bottom 2 Parameters should be <=7%

20. WHAT is the CSAT SCORE for your site? We need to see a jump of 5% in each bucket :- Overall – 1.Politeness……………………….? 2.CC understanding……………...? 3.Resolution……………………….?

21. Reports Related to C-SAT To View the report Click Here

22. Thank You