An Orientation to Spice BPO

Dish TV India Ltd. Dish TV India Ltd.

Process TrainingProcess Training

•Company Profile•Introduction to DISH TV

Essel GroupEssel Group

Essel group chairman, Subhash Chandra , ushered India into the satellite Essel group chairman, Subhash Chandra , ushered India into the satellite TV with Zee. Its business includes media, entertainment, distribution TV with Zee. Its business includes media, entertainment, distribution and packaging. Theme parks , lotteries and multiplexes are some areas and packaging. Theme parks , lotteries and multiplexes are some areas ventured into in the last few years The buisness are shared between ventured into in the last few years The buisness are shared between Chandra , his three brothers – Laxmi Narayan, Jawahar and Ashok.Chandra , his three brothers – Laxmi Narayan, Jawahar and Ashok.

DISHTV is in venture with Essel group.DISHTV is in venture with Essel group.

Mr. Subhash Chandra

Sister Concerns of Essel GroupSister Concerns of Essel Group

1.1. Essel World – Theme park Essel World – Theme park 2.2. Essel Propack – Deals in packagingEssel Propack – Deals in packaging3.3. Play win – Online lottery Play win – Online lottery 4.4. DISHTV – First Direct to home satellite service.DISHTV – First Direct to home satellite service.5.5. ITZ Card – Plastic money ITZ Card – Plastic money 6.6. Play TV – 24 hours play channelPlay TV – 24 hours play channel7.7. Zee Channel – satellite channelZee Channel – satellite channel8.8. Siti Cable – Main Service OperatorSiti Cable – Main Service Operator

What is DISH TV ?

Dish-TV is an “Dish-TV is an “Essel Group”Essel Group” venture launched on 2nd October 2003. venture launched on 2nd October 2003.

Dish TV is first direct to home satellite service through which we can access direct signals from satellite.

Issues with Cable

Customer perspective –

1. Limited Channels 2. Picture quality3. Non- uniform audio4. Price hike5. Power supply6. Cablewala7. Only 7-8 prime channels8. Swapping of channels9. Program guide is missing10.Service issue – where to call TAT, not available in odd hours11.Cable breakage

LNBF -Low Noise block Filter

Remote

For extra cable RG-6 Customer has to pay Rs.12/- per Meter

CUSTOMER PREMISE EQUIPMENT - CPE

Entry Price

STB Rent Rs.2000

VAT on Rent Rs.250

VC Security Rs.400

Dealer Handling Charges Rs.300

Installation Rs.200

Total Rs.3150

Warranty of CPE

• DISH TV gives warranty for STB and VC for 1 year.

• Set Top Box ( STB ) • Faulty – can be sent to service center ( Add- Siti cable pvt ltd. B-10 Lawrence

road ,industrial area N.D-35) for repairing

• Damaged – In case of damaged have to buy new one on payment of 2250/- (Including Tax)

• (One is always issued with JOB card ( like challan) by siti cable when ever received faulty STB)

• Viewing Card ( VC )• Faulty – Can be sent to DISHTV ( FC-19 sector 16 A, Film city ,Noida 201301 U.P ) for

replacement

• Lost – Have to buy new one on payment of 400/-

• Damaged - Have to buy new one on payment of 400/-

Type of STB

• There are two type of Set Top Boxes :

A. Zenega – 16 digit alpha numeric number

B. Kaon – 20 digit alpha numeric number

The Dish TV Edge

DVD Picture Quality

Geographic Mobility

Uninterrupted Viewing

Video Games

Stereophonic Sound

Capacity up to 400 channels

DISH ACTIVE • KIDS ACTIVE – Showcases eight kids entertainment Channels -Pogo, Animax, Nick,

Boomerang, Disney, Toon Disney, Hungama and Cartoon Network.

• CINEMA ACTIVE – Showcases six Hindi movie Channels -Zee Premiere, Zee Action, Zee

Classic, Zee Cinema, Max and Star Gold

• KHEL ACTIVE – Showcases four sports channels ESPN, Star Sports, Zee Sports and Ten

Sports

• MOVIE ACTIVE – Showcase six English Movie channels – HBO, MGM, Zee Studio. Star

Movies, TCM and PIX

• MUSIC ACTIVE – Showcases eight Music Channels - VH1, Trace TV, Channel V, MTV, Zee

Music, ETC Punjabi, B4U Music and SS Music.

• GAMES ACTIVE- Showcases three games- Mini Kids TV, Quizzy, Playjam

Visual Graphics Array-VGA• The Pioneer in DTH in India – Dish TV brings to you yet

another revolutionary product “ Dish TV on Computers”. Offers LIVE TV on computers digitally . It makes the computer double up as a Television. What's More ,it offers a dual advantage ,the Set Top Box can also function with Television.

• Price to Subscriber:- 3390/-• Installation charges extra - Rs 200/installation + S/Tax. • Octroi, charges, extra as applicable • Scheme available to all India.

Multi Dwelling Unit - MDU

• The Dish antenna captures the signals & transmits them through multi-switches on to the individual boxes in subscribers apartment.

• The setup is customized combination depending on the number of connections & connectivity structure of the society.

Customer has to buy minimum 40 Connections Permission of society is required for cabling the premises

Multi TV Connectivity or Multi Room Pricing • MTC is a VAS available in DISHTV. Which means one can

group maximum 4 connections and get the consolidated billing • Conditions and benefits :

• One has to pay separately for each connection and will get sepearte hardware

• Available with maxi package only. • Maximum 4 can be grouped • Should be activated in single name and address.• Can convert existing connections also by simply calling at

customer care . • One should be the parent connection and other will be child .• Billing will be generated on parent connection• Can go for different zones in all connections• Subscription of parent VC will remain 325/- PM where as on

child will be 171/- PM. • (In case of South zone it will be 325/- for parent and 171/- for

child).

Multi Dwelling Unit - MDU

• The Dish antenna captures the signals & transmits them through multi-switches on to the individual boxes in subscribers apartment.

• The setup is customized combination depending on the number of connections & connectivity structure of the society.

Customer has to buy minimum 40 Connections Permission of society is required for cabling the premises

Modes of Communication Our Contact Numbers:

Only accessible from BSNL and MTNL1800-180-3474 (Toll Free),1860-180-3474 (Local Call Charge),0120-2445665 (STD)Accessible from all mobile numbersNorth 011- 60013474 South 044- 60013474East 033- 60013474West 022- 60013474

SMS: 57575

Fax No: 0120-2517436-37

Email Id: customercare@dishtv.in Website: www.dishtvindia.inWebsite: www.dishtvindia.in

Head Office: Head Office: DISHTV INDIA LTD. , FC 19, Sector 16A, Film City, Noida- 201301 DISHTV INDIA LTD. , FC 19, Sector 16A, Film City, Noida- 201301

MODES OF PAYMENT

Activation Amount

•Cash - To dealer against acknowledgement receipts.

•Cheque & Demand Draft – In Favor of Dealers name.

•Credit Card – As per facility available at dealers outlet.

MODES OF PAYMENTRenewal Amount1. Cash - To dealer against acknowledgement receipts.

2. ITZ SMS : (ITZ DISHTV VC# AMOUNT A/C# Password) to 57575 Online ( www.dishtvindia.in ) Customer Care ITZ Renewal number: 1860-180-8585 (Local Call charges) 1800-103-8585 (Toll Free) , 011-44448585 (all mobile services )

3.Oxigen – By SMS (DISHTV RENEW VC# AMOUNT 16digit Pin) to 57575

4. By Pay Order/ Demand Draft:- To make your payments by demand draft/ Pay Order, send the Pay Order/ Demand Draft to us through mail or courier. All Pay Orders/ Demand Drafts should be mailed to- DISH TV India Ltd., FC 19, Sector 16 A, Noida 201301.

MODES OF PAYMENT

5. Post Office – Cash in post office only for Punjab and Chandigarh.

6. Easy Bill – Now your dish tv payments can also be made at Easy Bill outlets. Visit your nearest Easy Bill outlet to make payments by cheque or cash. To look for the nearest easy bill locator visit www.dishtvindia.in.

7. Cheque– In Favor of DISHTV India LTD.

8. Credit Card- You can pay online through your credit card also. On the homepage, there’s a link ‘Subscriber services’, select /Renew my package’ from this section. Enter your 11 digit VC number and make the payments. We currently accept payments via VISA and Master card only.

9. Cash Collection- In Selected Destinations

10. Money Order- Especially for viewers from far-flung areas, payments can also be made through Money order. All you have to do is send your Money Order to Dish TV India LTD., FC 19, sector 16A, Noida, 201301.

MODES OF PAYMENT

11. DROP BOX:- You can also pay your dishtv bills through local cheques. These cheques can be dropped at the nearest dishtv drop box. The payments will be deemed as received only upon clearance of the cheque. Dish TV cheque drop box facility is available in select cities only.

•Schemes•Packages•Dispositons

Regional Language Zones

SOUTH

1. Tamil /Malayalam

2. Telugu

3. Kannada

NORTH

1. Hindi /Punjabi

2. Marathi

3. Gujarati

4. Bangla

5. Oriya

Every subscriber needs to opt for one of these zones as per their wish

MMT – Material Movement Transaction

To keep a track of movement of hardware (STB and VC) from one point to other in records is called MMT.

For e.g. : 1st MMT - Stock moves from Selling Point to Distributor2nd MMT – From DIST to DL

MMT is of two type :Issue to : Ascending order Return to : Descending order

Points covered:

•CPE •Features •VAS• Cost •Current scheme , Packages , Zones •Pitch Freedom according to state (T.N, A.P, Kerala, Maharashtra , Karnataka) with cost and taxes applicable.•Renewal options , Packages , pay term.•VGA and MTC ( If applicable ) •Modes of payments •Contact numbers of Dish TV and nearest Dealer. •Lock the call (All Schemes) and provide token number.

Disposition Training Promise To Pay Refuse To Pay – Reason of Non payment Follow up :- Deatils not Completed –Call back Required Partial Deatils not Completed –Call back Required Call Disconnected by Subscriber –Recharge Date Given Call Disconnected by Subscriber –Recharge Date Not Given Already Paid Suspected Cases Suspected Piracy NRPC Left Message :- NRPC Left Message –Information Provided NRPC Left Message –Information Not Provided Subscriber Ownership Change Call. Commitment To Pay Within 7 Days

Temporary Deactivation

Customer can go for temporary deactivation of his / her connection at any point of time.

Things to remember :

•Outstanding should be cleared.•Request entertained for minimum 60 days.•Mode of request -- written.•Subscriber will get the adjustments in billing if renewed in advance•Currently no reactivation charges can simply call customer care number

Thank You !!!