" Debt Collection Mantra "

In Simple Terms Collection is defined as …………… “Continuous Monitoring and Constant Follow up at the Appropriate Time with the Decision Maker “ ..... Srinivason

" Sweet Spots " - A road to Success for Service Business

Creating a Sweet Spots on every customer interaction will help in Build Customer Confidence on our Business. Sweet Spot - Literally when we recollect any Pleasant Interaction with the company, by which we believe that they are Trustworthy. In recent days every company from Soap manufacture to Software Manufacture try to create a "Sweet Spot" on every interaction. The tough part is "How to repeat the Sweet Spots., continuously, systematically, without any hindrance"

Next Evolution in CRBT

Drive Customers based on the Market Trend

Understood that few of Mobile Customers have registered their mobile number with the Cooking Gas Agency, and to book monthly GAS, they need to send SMS ( SMS LPG 57333 ) and confirm their booking. While observing their Trends >>>> How about exploring all the options and drive our Customers to register their mobile number., as described below. ( this will help in stickiness & commitment to retain our Aircel Number) .., in fact even in Facebook, the Mobile number is mandatory for editing the profiles. Example: 1. Register for LPG Booking. 2. Banking.( Credit Card , Savings Account & Loan), 3. Railway – IRCTC 4. Recharge Dish TV thru Online. 5. Register this number with their Kid’s Schools & Colleges ( ie: nowadays the College is sending Attendance & Marks thru SMS to the Parents) Small suggestion:- 1. Can we try to capitalize this in bigger way as ( Two SMS Free for a month , if they have registered our Mobile number with GAS). 2. Sending SMS to 139 Free if they register for IRCTC., similarly to check balance thru SMS mode with their Bank also can be explored – SMS BAL > 5676712.

Project 3R (Relationship, Revenue & Retention) Article by Srinivason U for IIMK- Newsletter

This 2012 will demand more on Customer Experience & drive more on Customer Comfort., we should try a way out to satisfy the Customer Need and have our Revenue Grows-Up significantly. To understand the Customer Better and Leverage our Service to Last Mile, From Call Center we will roll-out a Pilot Project called “3R ” – where by the Relationship with the Customer and Company strengthens , Revenue get multiplies based on the Customized Products, Innovative Services & Retention drives on Win-Win Solutions. Currently we receive about 0.18 Calls in a day from Postpaid & HV Prepaid Base, all these Customers currently enjoy the facility of “Direct Access @ Agent “they will not go thru IVR.. The Whole Objective is how to en-cash maximum mileage from this base, by stretching the Capability of Infrastructure & Manpower. Expected Outcome – Customer Perception :- By trying out this Project, we should be able to develop / create psychology factor on Customer’s Mind ‘that this Mobile Operator Agent “Has more Knowledge on Mobile Technology, Capable of Providing Best VAS Product / Solution, Truly trying to Help me “and this will have the in-direct impact ‘Customers will feel “Proud” of being associated with Mobile Operator and spread Word of Mouth ‘ Mobile Operator is “Value for Money”. Agent Responsibility:- Agent will provide the Solution for “Purpose of Call”……. And also proactively > >>> Guide, Assist, Coach, Educate & Help the Customer!! a. Guiding the customer ‘How to get the Best out of his “Handset” / Explaining the Capability & Functions of his Handset. b. Assisting him to choose the appropriate VAS for his need. c. Teach on Self Service Options & Short Codes. d. Generate Reference / Sales Leads e. Educate the Customer on availability of various Mobile Application & Technology Trend – Push the Links.. f. Gathering Market Intelligence: While talking to customers.. Identify the Gaps in our system, Challenges faced & Market Trends. g. Engage customers thru Relationship Buildings on Social Networking – Extract maximum KYC h. Help the Customer on Emergency (Accident & Roaming) Task / Capability: a. This Team will be fully driven for Revenue Generation from this HVC Base. b. The Agent KPI will be based on Revenue & Retention, the Salary / Incentive will be in-line with the KPI. c. Daily Monitoring, Weekly Review to address Concerns & Challenges. d. To Get inducted to this Team, the Agents must have the Personalization & Customer Orientation scores more than 90% Plus. e. This Team should undergo “Personalization & Interaction “Training Module – Similar to Clear trip / Citibank Training Program. f. Will have access to Internet / Smart phones & Mobile Tech Magazines Note - Workings:- Customers / category: 1. Postpaid 2. Dongle / I-Phone / Blackberry 3. Rs.300 plus ARPU Prepaid Subscribers 4. Senior Citizen Customers Article by Srinivason U for IIMK- Newsletter

Tap Survey & Market Research Business

Concept Note for creating “Catchment Area” Objective: To Provide Free STD / ISD Calls / Recharge Vouchers / Internet Packs. Opportunity: 1. Tap the Market Research Business which is growing 20% every year and there are companies are spending more money to know more on Youth Behavior ( their Choice, Attitude, Preference, Goal, Trend , etc ) 2. Consumer Analytics as a Business taking different dimension, it caters to Big Corporates to position their Products & Services to “Right Customer at Appropriate Time”. Purpose:- 1. At times during Emergency, the Mobile users doesn’t have sufficient balance to make call. 2. Who ever wanted to make STD Calls & ISD Calls is generally to be serious customers to make calls to that destination. Benefit to Customer:- 1. Customer can make Free STD / ISD Calls. 2. Customer can get Rs.10 Recharge Voucher (instant transfer) after every survey. Target Segment: 1. Student who wants to make ISD / STD Calls to their Parents. 2. Students who want to call up the Foreign Universities for Education / Academic Information. 3. Migrants from other parts of India to make STD Calls to their Home town. 4. Emergency Customers who wants to make Out Call to their Home Conditions: “Before making every Call the Customer has to undertake Survey for 80seconds”

Identify which Country

We come across many situations ' while looking at a Person, we predict, he is Western / Asian / etc... Also we have crossed situations that our prediction sometime go wrong !!

According to me :- The Face Muscle structure keep changing based on the Language ' which is spoken majorly., I mean if you a Western and migrated to Asia for Job ., and if you continue to speak the Asian Languange (Hindi / Mandarin / Malay) , certainly your "Face Muscle Architecture" change to some extent., and if you continue for generations, your NextGen family members will look like Asian ( though your orgin is Western )