Document Log

Sr. No. Topic Change / Updation Change Date Revision No.

1 Day 1 PPT Created Dec 1, 2013 01

2 Day 1 PPT OJT and CERT Targets Updated Jan 1, 2014 02

3. Day 1 PPT Dishtv Website Screen Shot Revised

Aug 28, 2014 03

Process Training

Inbound

Introduction and Icebreaker

• Set up

• Trainer Introduction

• Participant Introduction

• Ice Breaker

Expectation Mapping

Trainee Expectations Trainer Expectations

TRAINING INDUCTION

Ground Rules

• Commitment towards work• No side conversations• Open To learning• Assessments• Attendance• Punctuality• Attitude• Participation• Cell Phone Policy• Leave Policy• Cleanliness

1. No leave in Training

1. 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.

1. Not swiping can result in being marked absent for that particular day

Attendance

Open to learning

• People need to be open to learning

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

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.

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

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

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.

Commitment towards work

Respect you JOB and get rewarded

Classroom Behavior

• Please raise your hand before speaking

• Respect when others are speaking

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.

Attitude

• Needs to be positive

• Open to learning

• Negativity should be ruled out

Welcome to DISHTV

Welcome Video from the

Top ManagementWelcome Video from the

Top Management

Process Training Objective

By the end of the training you will be able to :

Gain an insight on the Inbound Process.

Take Inbound 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

Module Outline Preview

Inbound Process Training (IPT)

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

Training Key Milestones

Induction

Day 0

Inbound Product &

Process Training

Day 1 - 16

OJT (5 days)

Day 17-21

Repeat / CSAT & top 10

mistakes

Day 22

Certification(2 days)

Day 23- 24

Handover to OPS for

Transition

Targets

OJT Targets Certification Targets

Login

OJT day-1 – 2 Hours OJT day-2 – 3 Hours OJT day-3 – 4 hours OJT day-4 – 5 hours OJT day-5 – 6 hours

Calls

OJT day-1 – 10 Calls OJT day-2 – 15 Calls OJT day-3 – 20 Calls OJT day-4 – 25 Calls OJT day-5 – 30 Calls

Quality – 80% and above

Hold – Not more than 51 seconds

Calls – 30 calls per day

Quality – 80% and above

Hold – Not more than 51 seconds

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

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

Customer first 1 & 2 (matrix and need)

To be covered from web server (Go green link)

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

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”

Mr. Subhash ChandraEssel Group Chairman

Mr.Jawahar GoelManaging Director

Mr. Salil Kapoor COO – Dishtv

R. C. VenkateishCEO - Dishtv

Dishtv Family

V. K. Gupta COO – IT

Gaurav Goel EVP – BD & Strategy

Dish TV Overview

Sales

Department

Dish TV Facts

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

Dishtv Facts

28% market share in India with a subscriber base of 13.9 million users

Has on its platform over 400+ 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

Come let’s explore our websiteL

ets

Exp

lore

Lets explore the dishtv website

MOD

Web site www.dishtv.in

Buy Dishtv

Product

Dishtv PackAla carte

Recharge Offer

Subscriber Service

Contact Info

www.dishtv.in

Active Service

DEALER LOCATOR

www.dishtv.in

DTH Industry Overview

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

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

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

There is LOSS in Quality due to transmission through ground cables

Local Cable Operator MSO

How Cable TV works

MSO

Channel Broadcasters

Dig

ital S

ign

alD

igit

al Sig

nal

Local Cable Operator

Analog Signal through Cable

There is LOSS in Quality due to transmission through ground cables

Broadcasters’ Satellite

How DTH works

Ku Band Uplink

Dish TV Antennaat the Customer’s Premise

SET TOP BOXDish TV Broadcast

Centre

Broadcasters’ Satellite NSS6 Dish TV Satellite

Digital SignalDig

ital

Sig

nal

Dig

ital S

ign

al

Digital Signal

Digital Signal

40 No LOSS in Quality

Advantages of DTH

Highly defined Customer Services

Movie on Demand

High Signal Quality

Pay only for what you watch

Network reliability

Discounted programming packages

Key Players

Regulatory Body

Telecom Regulatory Authority of India

English to Hindi – Top 100 word list

Refer the same for web server