Customer Experience - Collections

Role – Lead - Mass Experience

Location – Kolkata

Key Deliverables :

Service Recovery SPOC – Reduce customer pain through analyzing / implementing process and suggesting system correction. Key Deliverables : Reduction in interactions through data analysis, gauging customer behavior recommending process enhancements. Enhancing end to end journey to reduce interactions generated from various touchpoints like call center, App, IVR non voice modes, other internal groups. Driving self care mode adoption through changes in DT scenarios and communicating self-help (App / USSD) features to frequent callers handling escalation from all touch points managing and finding ways to retain customers.

Purpose of the Job - Work on improving the experience of our Prepaid Customers by driving digital penetration , structural fixes and share regular feedback on digital enhancement. Continuously work on improving the process which can be driven from circles like Network tracks for field and non-field, Circle Marketing etc. Segment-wise CLM ownership to ensure committed benefit is given to the customer on time call Listening / FGD hour to be driven at the circles at various touch points. Repeat analysis and share action plan which will be driven by circle and center .Work with cross functional teams to close on issues solutions – Marketing, Engineering, Network Airtel Centre etc. Prepaid service GTM - for example proactively servicing repeat callers, increase e-SIM penetration, vernacular verification by local Spoc – Chatbot, IVR, Thanks App, Voice Bot etc. MNP Retention Pan India Average, Agency Management End to End with ROI, VOC Process Corrections which will enable to bring down Churn- 2 in a quarter4G Handset Bundled Churn to be Deliverables (Maximum 5-6 key responsibilities)Interaction 30% repeat 25% reduction MNP Churn - 10% reduction (monthly) from the current MNP Portout Network tracks movement across categories Internal External customer communication – Vernac 2 per category structural operational solves per quarter by analyzing the cases through deep dive and d : ata backed analysis. Digital Adoption - Thanks app penetration from X to Y%

Major Challenges : Managing multiple Vertical, managing expectations and handling escalations managing High volume, High dynamic environment. Close coordination with circle / partners / Network Field and Non field. Constant follow-ups to ensure timely closure of open issues Market visits and customer visits– gather insights