Sl.

No

Category Source 1 System Source 2 System Source 3 System 4 Service Org 5 Service Org 6 Service Org 7 Service Org 8 Service Org 9 Service Org 10 Service Org 11 Service Org Service 12 Cycle Service 13 Cycle Service 14 Cycle Service 15 Cycle Service 16 Cycle Service 17 Cycle Service 18 Cycle Service 19 Cycle Service 20 Cycle Service 21 Cycle Service 22 Cycle Service 23 Cycle Service 24 Cycle Service 25 Cycle Service 26 Cycle

Service 27 Cycle Service 28 Cycle Service 29 Cycle Service 30 Cycle 31 UWQ 32 UWQ 33 UWQ 34 UWQ 35 UWQ 36 UWQ 37 UWQ 38 UWQ 39 UWQ 40 UWQ 41 UWQ 42 Security 43 Security 44 Others

Process Analysis Questions Mention the source systems existing at present to carry out the teleservice activities Where is the repository of teleservice information stored and whether integrated? If there is no repository, how they are all tracked at present? What are the teleservice groups existing at present? In which system the teleservice reporting hierarchies defined currently? (For example, is it available in HRMS application?) What is the size of teleservice team? Whether any approval hierarchy exists in the teleservice function? Whether is there any separate calendar applicable for teleservice? (For example teleservice should be available 24X7 all days) If separate calendar, the calendar details might be required during implementation What are the roles of teleservice group? Whether there is any team available other than the groups mentioned above? If so, where is the information collected? How are customers classified? How does the customer complaint handled at present? What is the volume of customer complaints handled per month? Mention complaints that are logged frequently Among frequent complaints which complaints have highest percentage and whether they are critical complaints? What is the entry point for a service request? How does the service escalation handled at present? Whether multiple interactions happen in one call? If so, how all of them are tracked? What are the criteria for service request closure? How does the service request are tracked? What happens to the customer interaction information? Where does the Service Agent have the visibility on customer's product? Time frame until request is active (1/2/3 months) What is the metrics currently available to track lead? How does the center agent identify duplicate customer complaint?

What is the action taken for an unresolved duplicate customer complaint? Are they tracked? Whether is there any knowledge base on standard complaints and resolution? Whether any mechanism exists for customer education before raise of complaint? (For example like FAQ, Troubleshooting tips, etc) Whether any mechanism exists for customer advice on renewal of their product? (For example payment dues, card renewal, etc) How are the service requests assigned to agents at present? Mention the key customer information that is needed to be displayed in the Service agents desktop? How does the service agent have visibility of customer information? (For example on the account balance, card personal details, etc) Where does the agent have visibility on the up-sell and cross-sell products? Where is the delinquency information maintained? Whether KYC system is linked to teleservice system? If so, how What is the average time taken for a service request closure? How does the service request transfer between agents/superiors happen at present How does the agent send service request information to next level of action? (E-mail, Direct, Phone, etc) How does the customer interaction captured and stored? How does the Absent Management handled at present? Whether any data access security is in place now? If data security is in place, how are they categorized? Please list down the pain points, if any

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Category Source 1 System Source 2 System Source 3 System 4 Sales Org 5 Sales Org 6 Sales Org 7 Sales Org 8 Sales Org 9 Sales Org 10 Sales Org 11 Sales Org 12 Sales Cycle 13 Sales Cycle 14 Sales Cycle 15 Sales Cycle 16 Sales Cycle 17 Sales Cycle 18 Sales Cycle 19 Sales Cycle 20 Sales Cycle 21 Sales Cycle 22 Sales Cycle 23 Sales Cycle 24 Sales Cycle 25 Sales Cycle 26 Sales Cycle 27 UWQ 28 UWQ 29 UWQ

30 UWQ 31 UWQ 32 UWQ 33 UWQ 34 UWQ 35 UWQ 36 UWQ 37 UWQ 38 UWQ 39 UWQ 40 Security 41 Security 42 Others

43

Process Analysis Questions Mention the source systems existing at present to carry out the telesales activities Where is the repository of telesales information stored and whether integrated? If there is no repository, how they are all tracked at present? What are the telesales groups existing at present? In which system the telesales reporting hierarchies defined currently? (For example, is it available in HRMS application?) What is the size of telesales team? Whether any approval hierarchy exists in the telesales function? Whether is there any separate calendar applicable for telesales? (For example telesales should be available 24X7 all days) If separate calendar, the calendar details might be required during implementation What are the roles of telesales group? Whether there is any team available other than the groups mentioned above? If so, where is the information collected? How are the customers classified? How are the customers targeted? Whether multiple interactions happen in one call? If so, how all of them are tracked? Whether any forecast mechanism currently exist to list product wise sales opportunities? What is the entry point for sales personnel to carry out the sales activity? What are the various types of Sales Channel? (Direct, Web, Advertisement, etc) What is the entry point, to start a lead? Time frame until lead is active (1/2/3 months) What is the metrics currently available to track lead? What is the probability for a status to become a win opportunity? Time frame for opportunity logs What is the rating by which a customer is qualified as prospective? How does the call center agent identify duplicate customer record? Upon identification of duplicate customer record, whether the same information shared/stored anywhere in any system? Whether any mechanism currently available to identify duplicate requisition (opportunity) for a same customer? How are the calls assigned to call center agents at present? Mention the key customer information that is needed to be displayed in the Sales agents desktop? How does the call agent have visibility of customer information? (For example on the account balance, card personal details, etc)

Where does the call agent have visibility on the up-sell and cross-sell products information? Where is the delinquency information maintained? How the KYC system is linked to telesales system? Where do the call center agents access the DND registry? How does the call center agent task assignment happen? What is the average time taken for a call interaction? How does the call center agent send information to field sales personnel? (E-mail, Direct, Phone, etc) Where are call interaction notes stored and shared? How does the Absent Management handled at present? How does the call transfer between agents happen at present Whether any data access security is in place now? If data security is in place, how are they categorized? (For example, sales lead closure information is accessible only for certain users) Please list down the pain points, if any