Collections Process

Overview:
Airtel has standardized processes for collecting payments form its customers. Various
modes such as cash, credit card, electronic clearing etc.

Key Deliverables:
By the end of this module the participants will be able to:

Explain the Collections Process.

Duration: 2 hours
Introduction
Instructions to Share the module objectives using the following slide.
Facilitator

Slide Module Objectives

Discussion Points 1. What is the collections process?
2. of this
By the end What are the
module youinputs
will beand
ablewhat
to, is the output of
this process?
3.
Explain Who
the supplies
various waysthe
in inputs
which and who Customer
an Airtel uses the
outputs
can make of this process?
payment.

Instructions to Explain using the following slides.

Facilitator

Slide Collections
Instructions to Ask participants to read the following caselet.
Facilitator Input
Stat Reports
Caselet Allocation
Kiran worksDetails
as a scriptwriter for a visual communications
Ageing Reports
company. Her job involves long hours of concentration at her
desk. She finds it convenient to pay her bill through cheque at
the drop-in-box at Airtel FSO. In fact she plans to pay her bill
through her credit card this month.
Bills Follow up with Collection of
dispatched Allocation to subscribers for payment and Subscribers
What are
to the the options
collection that an Airtel
payments customer
posting in has in order to
account
subscriber. agencies. overdue. subscribers
activated for
make the payments? account.
usage of Airtel
Instructions to Tell participants that payments come through various
services.modes.
Facilitator Explain using the following slides.

Slide Modes of payment

Output
Discussion Points How are such payments cleared? Is a separate process
Collection of amount due
1. Cheque
followed for each- of
canthem?
be paid at an FSO or at any drop-in-box
or by mail.

Instructions to Tell 2. Credit Card

participants that a subscriber can put isa followed
separate process remittance
forslip
eachin
Facilitator the drop-in-box
of the payment methods.or You
at anwill
FSO or discuss
now by mail. an overview of
all the processes.
3. Cash Payment can be made at the lobby or the
FSO.

4. Home Pay subscriber can request for payment

collection from any location for a charge.

5. Electronic Clearing Scheme - can be cleared directly

from the subscribers bank account.
Drop Box Process
Instructions to Discuss the drop box process using the following slides.
Facilitator

Slide Drop Box Process

Discussion Points What will happen to the cheque or the credit card once it is
The
collected from the dropmay
customer box?drop cheque or credit card slip in
the drop box.

Instructions to the
Show following
The slide.
Executive SMG will clear the contents everyday
Facilitator and send MIS for all drop boxes to BCL everyday.

Slide Drop Box Process

For cheques, the Cheques process is followed.

For credit card slip, Credit card (daily remittances)

process is followed.

For letter, Mail and other sources process is

followed.
Cheques Process
Instructions to Tell participants that now you will discuss the process to be
Facilitator followed for cheques paid by the customers.

Discussion Points What are the steps to be taken for the cheques received from
the customers?

Instructions to Show the following slide.

Facilitator

Slide Cheques Process

Discussion Points What will be done regarding the bounced cheques?
The officer SMG sorts the cheques.
For incomplete cheques, if details are not found in the
Instructions to Show the following
database, slide.
the cheques will be cleared when a claim will
Facilitator be made by the customer.
Cheques will be processed and outstation defective
Slide Cheques
chequesProcess
will be sent back to BCL.
For cleared cheques the subscribers account will be
updated.
The outbound team or fraud management team will
contact the customer.
Bounced cheques will also be sent back by the bank.
Services of the customer will be barred on day 9.
Legal proceedings against the customer will be started
on day 11.
Mail and Other Sources Process
Instructions to Discuss the Mail and other sources process using the
Facilitator following slides.

Slide Mail and Other Sources Process

The administration department will sort the mail

contents.
If the mail contains cheques, cheques process will be
followed.
If the mail contains credit card slip, credit card (daily
remittances) process will be followed.
Cash Payments Process
Instructions to Ask participants where can the subscriber make cash
Facilitator payment. Tell them that you discussed it in the beginning of
this module that a cash payment can be made at the lobby or
the FSO.

Slide Cash Payments Process (Lobby)

Slide Cash Payments Process (FSO)
The SMG executive will receive payment with due
verification.
The FSO executive will see if the subscriber has the
bill.
He will issue a receipt to the subscriber through POS.
If the
he does not of
services have
the the bill, a remittance
subscriber slip willthey
were suspended be
created.
will be restored immediately.
All services will be restored to the subscriber.
The cash collection statement and remittance slips will
be sent to BCL.
Credit Card (Daily Remittances)
Instructions to Ask participants how will a credit card remittance reach the
Facilitator company. Tell them that you discussed it in the beginning of
this module that a credit card remittance can be sent through
the drop box, at the FSO or by mail.

Slide Credit Card (Daily Remittances) Process

Discussion Points What will be done if the subscriber makes the payment now
by either
The cheque or cash?
officer SMG will check whether the bank has
approved the remittance or not.
If it is approved then the subscribers account is
Instructions to Show the following slide.
updated.
Facilitator If it is not approved, the outbound team informs the
subscriber and requests him to make a payment
Slide Credit through
Card (Daily
chequeRemittances)
or cash. Process

For cheques, the Cheques process is followed.

For cash, Cash Payment process is followed.

Care Touch Process
Instructions to Tell participants that the following slide explains the process
Facilitator for caretouch customers.

Slide Caretouch Process

Caretouch team will confirm how the subscriber

wishes to pay.
The pick up agency will pick up the payment from the
subscriber.
For cheques, the Cheques process is followed.
For cash, Cash Payment process is followed.
For Credit Card, Credit Card (Daily Remittances)
process is followed.
Home Pay Process
Discussion Points If a customer does not have the time or is looking for a
convenient way to pay his bill, can Airtel help him?

Instructions to The customer can request for a home payment. He ahs to

Facilitator pay a certain charge for it.

Show the following slide to explain the home pay process.

Slide Home Pay Process

If customer calls inbound for request of home pay, the

CIG executive will inform him of the charges and that this
payment is restricted only to cheque/credit card.
If customer accepts charges, vendor will pick up the
payment on the same day. Else customer will be directed
to the nearest collection point. Also the CCE will levy the
charges in subscribers account towards home pay
collection.
For cheques, the Cheques process is followed.
For credit card, Credit Card (Daily Remittances)
process is followed.
Electronic Clearing Scheme
Discussion Points What is Electronic Clearing Scheme?

Instructions to It is a system where the customer can get his bill cleared from
Facilitator his bank account.

Explain the process using the following slides.

Slide Electronic Clearing Scheme

Slide Electronic Clearing Scheme
Customer has to fill a form for the scheme.
For
SMGnon-approval cases
executive will the outbound
ensure that theteam
formwill
is make
filled
calls to the
correctly subscribers.
and update it in the system.
If subscriber
After is ready
every bill to pay, officer
cycle systems team SMG will make
will generate a
adjustment vouchers.
report for ECS.
Else collections
The bill process over
will be handed will betofollowed.
the bank to clear the
amount on the next day.
Payment Reminders (SMS) Process
Instructions to Ask participants to read the following caselet.
Facilitator

Discussion Point A customer has received an SMS that tells him that his bill is
due. He calls up the customer care to ask why this SMS is
sent to him.

What will you say?

Instructions to The SMS is meant to remind the customers that their

Facilitator payment is due.

Explain the payment reminders (SMS) process using the

following slide.

Slide Payment Reminders (SMS) Process

IT team to prepare a report for outstanding amount for

every billing cycle.
The report will be sorted as per the collections matrix.
The officer- SMG will send SMS to the subscribers as
per the collections scenario.
If the subscriber raises any query, the CIG executive
will log it into eCRM.
Payment Reminders (Telecalling)
Process
Instructions to Tell participants that outbound teams also make calls to the
Facilitator subscribers who do make their payment on time.

Explain the process using the following slide.

Slide Payment Reminders (Telecalling) Process

IT team prepares a report for outstanding amount for

every billing cycle.
A separate file is created for telecalling cases.
The Outbound team will sort the file according to
outstanding amount.
Subscribers with the highest outstanding will be called
first as per the collections scenario.
Collections (Legal Recovery) Process
Discussion Point What happens if a subscriber is not willing to make the
payment?

Instructions to Tell participants that Collections (legal recovery) process is

Facilitator followed to ensure that the subscriber pays.

Explain the process using the following slide.

Slide Collections (Legal Recovery) Process

Officer- Legal recovery will send notices to the

subscribers.
He will follow up for the cases filed in court including
appearance, coordination and negotiation.
If payment is received the billing system will be
updated for the same.
Quiz
Instructions to Ask participants to complete the following exercise in the time
Facilitator allotted.

Individual Exercise 1. What are the different ways a subscriber can

(10 mins.) pay his bill?
2. What are the different ways in which a
subscriber can pay his bill form home?
3. Who is responsible for the drop box process?
4. If the customers Cheque bounces and he
does not pay his bill on what day will his services be
barred?
5. In the above case when will legal proceedings
begin against him?
6. Can a person send cash payment through
mail?
7. Where can a person make cash payment?
8. Who handles the Credit Card process?
9. Is home pay a free service?
10. How can a customer clear his bill directly form
his bank account?

Instructions to The correct answers are:

Facilitator 1. Cash, cheque, credit card, ECS.
2. Cheque and Credit card.
3. Executive -SMG
4. Day 9
5. Day 11
6. No
7. At the lobby or the FSO.
8. Officer- SMG
9. No.
10. The customer can apply for Electronic Clearing
Scheme.