Credit Verification

Process
Overview:
Airtel provides service to its post paid customers and charges it on a later date. Hence,
there is a risk of non-payment. This process aims to secure the company against this
risk.

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

Explain the Credit Verification process.

Explain the Address Verification process.
Explain how initial credit limits are set for the customers.

Duration: 3 hours

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Introduction
Instructions to Ask participants to read the following caselet.
Facilitator

Caselet Avinash took a post paid connection from Airtel. He

extensively used the connection for a month making
numerous STD and ISD calls. At the end of the month he did
not pay his bill. The company could not trace him as he could
not be found at the address provided by him. His unpaid bill
only added to the loss of the company.

Will the company survive if this was a reality?

Instructions to Tell participants that the company takes adequate precaution

Facilitator for avoiding such a situation by following Credit Verification
process. Derive the importance of the process using the
following discussion points.

Discussion Points 1. What is the need for Credit Verification Process?

2. What is the input for this process and what is the
output?
3. Who will provide the inputs for this process and who
will use the outputs?
4. What is the scope of this process?

Instructions to 1. The purpose of this process is to identify, evaluate and

Facilitator determine the Business Risks associated with entry of
defaulters on to the Network and to recommend Risk
mitigation steps. To ensure the investigation and review
of risks (including Credit Risks), involving customers.

To provide management analysis & planning support to

the companys management for effective decision
making.

2. The inputs for this process are SEF, Other Supporting

documents, and report for activation in the billing system.
The outputs of the process are the verification report and
credit limit setting.

3. The inputs for this process will be provided by the IT

team, FSO/Connect/Dealer and contract subscribers and
CV agency. The outputs will be used by subscriber, SMG,
CIG and RMG.

3
 4. The scope starts from the time the initial activation in
the system takes place till the time the initial credit limit
setting is done for the subscribers.

Explain these concepts using the following slides.

Slide Credit Verification

Slide Need For Credit Verification
Slide Credit
A process Verification
where the information provided by the Airtel
Slide customer
Credit Verification
To isidentify,
reviewed to determine
evaluate the accuracy
and determine of the details
the business risks
Instructions to TellInput
participants
provided
associatedon the that theentry
above
Subscription
with the slide
to thewas
Enrolment
on a broad
Form
network. description
(SEF).
Facilitator of SEF
the Customers
Credit Verification process Suppliers
and now you will discuss it in
Other Supporting Docs
greater
ReportTo detail.
ensure the
for activation
Subscribers in theinvestigation
billing system and review of risks,
FSO/Connect/Dealer
involving customers.
SMG Contract Subscribers
CIG IT
To provide management analysis and planning
RMG CV agency
support to the companys management
Initial Field visit to be for effective
Assign credit
decision
activation
the
of making.
Allocation to CV Pre-visit telecall done by credit
verification
limits and send
verifcation
agencies. to subscribers
subscribers in executives. reports to BCL
the billing
system.

Output
Verification report
Credit Limit Setting

Credit Verification
Discussion Points 1. Who is responsible for following this process?
2. When does this process start?

Instructions to 1. The Credit Verification Process is a long and

Facilitator comprehensive process with the responsibility of various
Slide steps
Credit shared Process
Verification across a number of teams such as
RCC/Connect, SP team, IT team, Executive-credit and
risk, welcome agency etc.
2. The process starts
Newwhen a new subscriber is activated
subscribers
in the system or activation
an existing subscriber requests for
in the
address change.system/address change
of existing subscribers.
Show the following slides(TAT:
to explain
Day 0)the process.

Instructions to Step 1 Download the report and send to the

Facilitator The new Subscribers are activated
Credit Executive. (TAT:inDay
the1)Post Paid billing

4
Allocates accounts to the
agencies. (TAT: Day 1)
 system / Existing Subscribers change their billing address
TAT: Day 0
Responsibility: RCC/Connect/Lobby/SP Team

Step 2
Daily activation report of contract subscribers is generated as
per the requirement.
Download the report from the data drive.
The service level of receiving the data-files from IT & sending
them to the Agency is by 10AM through soft copy.
TAT: Day 1
Responsibility: IT team

Step 3
SMG team to allocate the AV/CV cases to different Welcome
agencies.
TAT: Day 1
Responsibility: Executive-Credit and Risk

Slide Credit Verification Process

Instructions to Step 4
Facilitator Welcome Agency Go to FSO/FN
will premises
go to FSO/FN for SEF for collection of
premises
Collection everyday.
SEF every day by 11AM and DF at 8PM. (TAT: Day 1)Agency also to
collect pending and unallocated SEF in a separate packet and
separate
Tallyreceiving. Complete
SEF against SEFreport
activation submitted
and atocopy
BCL.to be
TAT: Day 1 handed with receiving. (TAT: Day 1)
Responsibility: Welcome Agency

Step 5Collect pending and unallocated SEF in separate

Agency to packet
tallyand
SEFseparate receiving.
against (TAT:report
activation Day 1)given by
FSO/FN/DF & a copy to be handed over to FSO/FN/DF with
receiving.
TAT: Day 1
Responsibility: Welcome Agency

Step 6
Agency also to collect pending and unallocated SEF in a
separate packet and separate receiving.
TAT: Day 1
Responsibility: Welcome Agency

Slide Credit Verification Process

Instructions to Step 7 Soft copy of covering of SEF being

Facilitator Soft copy of covering ofisSEF
submitted to bebeing
mailed to Service
submitted is to be mailed
provisioning. (TAT: Day
to service provisioning (audit team) by 11AM 1) daily.
Complete SEF to be submitted by welcome agency to Audit
AgencyAnother
by 9PM softalong
copy with the covering
of incomplete of all to
info cases SEF
be being
prepared, mailed
checked and approved by the Agency.
to service provisioning. (TAT: Day 1)

Pre Telecalling to5 be done on the SEFs collected and

obtain any missing information. (TAT: Day 1)
 TAT: Day 1
Responsibility: Welcome Agency

Step 8
Another soft copy of non-photo cases to be mailed to service
provisioning (audit team), welcome visit and sales team by
11AM daily.
TAT: Day 1
Responsibility: Welcome Agency

Step 9
Agency to do pre-visit telecalling for those cases whose SEF
is received by them (including non-photo cases).
Agency to do pre-visit telecalling also for those cases whose
SEF not received (different script to follow).
TAT: Day 1
Responsibility: Welcome Agency

Slide Credit Verification Process

Instructions to Step 10
Facilitator Welcome Agency Telecalling executives
Telecalling executives to take
to take appointments
appointments for the field executives.
with the Subscribers for verification for the field executives
(TAT: Day 1)
TAT: Day 1
Responsibility: Welcome Agency
Get photocopy of SEF, photo & photo ID for welcome
Step 11 visit purpose & during visit. (TAT: Day 1)
Agency will get the photocopy of SEF, photo & photo id for
welcome visit purpose & during visit (as per welcome visit
Allocation
process). of the SEFs
Any variance needsfor verification to the field
to be highlighted to BCL
(welcome visitexecutives
team). to be done. (TAT: Day 1)
TAT: Day 1
Responsibility: Welcome Agency

Step 12
Welcome agency allocates the AV/CV cases to its field
Slide executives
Credit based onProcess
Verification their Work allocation Matrix.
TAT: Day 1
Field executives
Responsibility: WelcometoAgency
visit the subscribers
for address/credit verification.
(TAT: Day 2/3)

Instructions to Step 13
If subscriber disagrees on the document contents, ask
Facilitator Welcomeforvisit
righttocontent
be done be by
shown the
thefield executives for the
subscriber.
purpose of Credit / Address
(TAT: verification.
Day 2/3)
TAT: Day 2/3
Responsibility: Welcome Agency

Step 14
During visit, if Are the documents
subscriber disagrees on the document
complete? Go
(TAT: Day2/3) to
6 Step
No 19
A
 contents, welcome agency to ask for right content from the
Subscriber to carry on the Verification.
TAT: Day 2/3
Responsibility: Welcome Agency

Step 15
Check whether all the details in the form are complete, as per
the Acceptable Documents Checklist.
TAT: Day 2/3
Responsibility: Welcome Agency

Slide Credit Verification Process

Instructions to Step 16
Facilitator Subscriber
ForAany missing details ortodocuments,
provide the
the subscriber
missing needs
details/Documents to the AV/CV
to provide the same to avoid any barring of services.
TAT: Day 2/3 executive. (TAT: Day 2/3)
Responsibility: Welcome Agency

Step 17
Has the subscriber
Check whether the Subscriber had provided all the relevant
details / documents for aprovided
positivemissing
AV / CV verification.
TAT: Day 2/3 details?
(TAT: Day2/3)
Responsibility: Welcome Agency

Step 18
Report to Nobe prepared by the field executives where Yes the
details / documents are incomplete.
Prepare
TAT: a report with the
Day 2/3 Prepare a report of the
Responsibility: Welcome Agency complete
cases where documentation verified
is incomplete. cases with complete
(TAT: 19
Step Day 2/3) documentation.
Report to be prepared by the field(TAT: Day 2/3)
executives where the SEF
is complete with all the supporting documentation and the
complete verification has been done.
TAT: Day 2/3
Responsibility: Welcome Agency

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Slide Credit Verification Process
Instructions to Step 20
Facilitator Telecalling to beTelecalling
done by theto beWelcome
done to obtain
agency theto take the
feedback on the AV/CV executive.
feedback on the Welcome visit of the executive and also
(TAT: actually
ascertain whether the executive Day 3/4) visited the subscriber
or Not. The telecall is to judge the Quality of the Welcome
Visit by the field executive.
TAT: Day 3/4
Responsibility: WelcomeIsAgency
the case OK?
(TAT: Day3/4)
Step 21
Check whether the case is Ok or not. If the case is Ok then
Go To Step 22, else Go To step 23.
TAT: Day 3/4
No Yes
Responsibility: Welcome Agency
Send report to Audit agency & SMG
B team along with SEFs and supporting
Step 22
documents.
Send the report to the Audit Agency (TAT:
& theDay 4/5)team along
SMG
with the complete SEFs and the supporting documents. Go
To Step 35. Go to step 35.
TAT: Day 4/5
Responsibility: Welcome Agency

Slide Credit Verification Process

Instructions to Step 23
Facilitator ForBthe SEFs whichReportare sent to dealers/Sales
incomplete, send the& SMGreport to the
respective team
Dealers / on the
Connects,cases where
Sales verification
team and the SMG
Slide Credit Verification Process
team. Also send the report not OK.to the(TAT:
SMG Day 4/5)
team.
TAT: Day 4/5 Pre-bar SMS (TAT:to Day 3/4) and auto-dialer to
be sent
C the subscriberteam/SMG
for whom the complete details
Responsibility: DF/FN/Sales team
not received or disagreed on calling.
Step 24 (TAT: Day 6)
Has the subscriber
Check whether the Subscriber revertedhas withreverted
the with the missing
details in the next 24 Hours.missing details?
TAT: Day 5 (TAT: Day5)
Responsibility: Executive Has Credit and Risk-SMG team
the subscriber
reverted after the
Step 25 SMS?
Send the report
No to the Audit (TAT:Agency
Day6) & the SMG team Yesalong
with the complete SEFs and the supporting documents. Go
To Step 35 Send report to Audit agency & SMG
TAT:No C
Day 5 team along with SEFs and supporting
Yes
Responsibility: Executive documents. (TAT: Day team
Credit and Risk-SMG 4/5)
D Revisit by the AV/CV agency to take
place and collect the missing
documents. Go(TAT:
to step
Day35.8)
Instructions to Step 26
Send report to Audit agency & SMG
team along with SEFs and supporting
8 documents. (TAT: Day 8)

Go to step 35.
Facilitator Service Provisioning to send pre-bar SMS and auto-dialer by
11AM to those customers whose SEF not received and who
disagree on telecalling.
TAT: Day 6
Responsibility: Executive Credit and Risk SMG Team

Step 27
Check whether the Subscriber has reverted after sending the
pre-bar SMS.
TAT: Day 6
Responsibility: Executive Credit and Risk-SMG Team

Step 28
Welcome agency to re-visit the subscriber and get the
complete details on the SEF along with all the supporting
documents.
TAT: Day 8
Responsibility: Welcome Agency

Step 29
Send the report to the Audit Agency & the SMG team along
with the complete SEFs and the supporting documents. Go
To Step 35.
TAT: Day 8
Responsibility: Welcome Agency

Discussion Points If the subscriber does not revert with the missing details and
also does not revert even after sending the pre-bar SMS,
what should be the next step?

Instructions to In such a case the subscriber is put on a temporary

Slide
Facilitator Credit Verification
withdrawal status. Process
Put the subscriber on temporary
Show
D the following slides to explain
withdrawal the (TAT:
status. process
Dayfurther.
14)

Instructions to Step 30
Facilitator If the Subscriber has not
Hasreverted after the pre-bar SMS was
the subscriber
sent out, then the Subscribers account to put on temporary
reverted with details?
withdrawal. (TAT: Day 14)
TAT: Day 14
Responsibility: Executive Credit and Risk SMG Team

Step 31
Yes whether the Subscriber has reverted with any details.
Check No
TAT:Revisit
Day 14by the AV/CV Permanently withdraw the
Responsibility: Executive Credit andsubscribers
agency to take place account.
Risk-SMG Team
and collect the missing (TAT: Day 105)
documents.
(TAT: Day 16)
9
Go to step 35.
 Step 32
Welcome agency to re-visit the subscriber and get the
complete details on the SEF along with all the supporting
documents.
TAT: Day 16
Responsibility: Welcome Agency

Step 33
If the Subscriber has not reverted after the pre-bar SMS was
sent out, then the Subscribers account to put on Permanent
withdrawal.
TAT: Day 105
Responsibility: Executive Credit and Risk-SMG Team

Slide Credit Verification Process

Instructions to Step 34
Facilitator Send report
Send the report to the to the audit
Audit Agencyagency
& theteam
SMG team along
along with
with the complete SEFs theand
SEFs
the and supporting
supporting documents.
TAT: Day 105 documents. (TAT: Day 105)
Responsibility: Audit Agency

Step 35 Raise a debit note against the

The final data of channel partner as per
non-compliance willthebe given to sales
accounting before 30th ofDebit matrix.
every month after reconciliation with
channel partners. (TAT: Day 106)
Sales accounting to raise debit note against channel partner
on the monthly basis as per Debit Matrix.
Sales accountingAlltothe
raise debit
SEFs notewith
along on the
those cases also for
which SEF is reached after 48 Hrs. of activation.
supporting documents to be
TAT: Day 106 scanned, indexed and
Responsibility: Audit agency archived.
(TAT: Day 107)
Step 36
All the SEFs along with the supporting documents to be
Scanned, indexed and Archived.
TAT: Day 107
Responsibility: Archiving team

Instructions to Divide up the participants in the following teams. The number

Facilitator of members for each is indicated along side.

RCC/Connect/Lobby/SP Team (2)

IT (2)
Executive Credit and Risk (6)
Welcome agency (5)
DF/FN/Sales team/SMG team (2)
Audit Agency (2)

10
 Archiving team (1)

Provide the RCC team with some dummy SEFs. Ask the
teams to act out the Credit Verification process carrying out
the responsibilities of their respective teams.

Role Play (20 Enact the Credit Verification process carrying out the
mins.) responsibilities of your respective teams.

Instructions to Discuss the observations on the following points:

Facilitator - Conformance with the process
- Understanding of various roles within the process.

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Quiz
Instructions to Divide participants in groups of 3-4. Ask each group to
Facilitator complete the following exercise in the time allotted.

Group Exercise Match the steps of the Bill dispatch process with the
(10 mins.) respective teams responsible for each step.

Description of the Step Responsible

Team
1 New subscribers activated in the a Executive-
system/Address change of Credit and
existing subscribers. Risk
2 Download the report and send to b Welcome
the credit executive. Agency
3 Raise a debit note against the c IT Team
channel partner as per the debit
matrix.
4 Tally SEF against activation report d Audit Agency
given by FSO/FN/DF and a copy
to be handed over to FSO/FN/DF
with receiving.
5 Allocates accounts to agencies. e RCC/Connect/
Lobby/SP
Team
6 Telecalling executives to take f Executive
appointments for the field Credit and risk
executives.
7 Put the subscriber on temporary g Archiving
withdrawal status. team
8 All the SEFs along with the h Welcome
supporting documents to be Agency
scanned, indexed and archived.

Instructions to The correct answers are:

Facilitator 1. (e), 2. (c), 3. (d), 4. (b/h), 5. (a/f), 6. (b/h), 7. (a/f), 8. (g)

12
Instructions to Ask participants to complete the following exercise in the time
Facilitator allotted.

Individual Exercise State the TAT for the following steps:

(10 mins.) 1. New subscribers activated in the system/address
change of existing subscribers.
2. Download the report and send to the credit executive.
3. Pre-Telecalling to be done on the SEFs collected and
obtain any missing information.
4. Telecalling executives to take appointments for the
field executives.
5. Subscriber to provide the missing details/documents
to the AV/CV executive.
6. Prepare a report with the cases where documentation
is incomplete.
7. Telecalling to be done to obtain the feedback on the
AV/CV executive.
8. Report sent to the dealers/Sales & SMG team on the
cases where verification not OK.
9. Pre-bar SMS to be sent and auto-dialer to the
subscriber for whom the complete details not received or
disagreed on Telecalling.
10. Put the subscriber on the temporary withdrawal status.
11. Permanently withdraw the subscribers account.
12. Raise a debit note against the channel partner as per
the Debit matrix.

Instructions to The correct answers are:

Facilitator 1. Day 0
2. Day 1
3. Day 1
4. Day 1
5. Day 2/3
6. Day 2/3
7. Day 3/4
8. Day 4/5
9. Day 6
10. Day 14
11. Day 105
12. Day 106

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Initial Credit Limit Setting
Discussion Points 1. What is the need for Credit limit setting?
2. Who is responsible for following this process?

Instructions to 1. Credit limit setting is done to put a ceiling on the

Facilitator unpaid amount that a customer can have. This acts as a
security for the company and guards against default
payments.
2. Executive Credit and Risk-SMG Team is responsible
for this process.

Show the following slides to explain the process.

Slide Initial Credit Verification Process

Instructions to Step 1
Facilitator The Credit AV/CV
/ Address Verification
is received report
by SMG Teamis received by the
SMG team to for fresh & re-verification cases. Subscriber. The
set the Credit Limit for the
Cases received by the SMG team will be for Fresh
Connections as well as for the cases where the Re-
verification had to be done.
Responsibility: Executive Credit and Risk-SMG Team Yes
Is the verification
positive? A
Step 2
Check whether the Verification done by the Welcome Agency
team is Positive or Negative.No
Responsibility: Executive Credit and Risk-SMG Team
Is it an exception?
Step 3
If its a Negative
Yes Verification, then No check whether the
particular case is an Exceptional case and needs to be
treated as per the Exception Matrix.
Responsibility: Executive
Set credit limit Credit andRe-allocate
Risk-SMG Teamthe case
based on to the verification
Step 4Exception Matrix. agency for AV/CV.
Set the Credit Limit for the Subscriber bases the Exception
Matrix. Refer Annexure 2.
Responsibility: Executive Credit and Risk-SMG Team

Step 5
If the case is not an Exception, then refer the case back to the
AV/CV agency for re-verification of the Subscriber.
Responsibility: Executive Credit and Risk-SMG Team

Discussion Points 1. The AV/CV is received by the SMG Team for

verification. You just saw the steps to be followed in case
the verification is not positive. Can you recall them?

14
 2. What should be done if the verification is positive?

Instructions to 1. If verification is not positive, it is checked if the case is

Facilitator an exception. If the case is an exception then the credit
limit is set as per the Exception Matrix. If not, then the
case is re-allocated to the verification agency for AV/CV.

2. If the verification is positive, the credit limit is set on

the basis of the Initial Credit Limit matrix.

Show the following slides to explain the process further.

Slide Initial Credit Verification Process

Instructions to Step 6
Facilitator Check whether the Customer A has opted for VAS services like
STD, National Roaming, International Roaming and ISD
Responsibility: Executive Credit and Risk-SMG Team

Step 7 Has the customer

Check whetheropted
the Customer has given the Security Yes
for VAS services Deposit
for the same or haslike
a Waiver for
NR/IR etc?the Security Deposit.
Responsibility: Executive Credit and Risk-SMG Team

Step 8 No
Assign the Initial Credit Limit to the Customer based on the
Has the3.customer
Matrix. Refer Annexure
given Credit
Responsibility: Executive security
and Risk-SMG Team
deposit?

Based on the Initial Credit

Limit Matrix, allocate the
customer the initial credit limit.

15
Summary
Instructions to Divide the batch into two separate groups. Tell the
Facilitator participants,
We are now going to play a game called the Verbal Volley
Ball. I will name a process and pick up one group to start the
game. The group starting the game has to speak out the first
step of the process I have named. The other group then
within a period of less than 5 seconds after completion of the
first step needs to speak out the second step and so on. The
teams will alternate with the various steps. In case a team is
not able to state the step within 5 seconds, or states it
wrongly, the other team would win a point, if they can relate
the step correctly. The team with the highest score wins.

Then speak out the following processes one by one and let
the teams speak out the various steps.

Credit Verification
Initial Credit Limit Setting

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