1. Reset password ki second call and same concern ki thrird call L2 par transfer karni hai
2. KB me jo scenerio email or chat ke liye likhe hai sirf unhi scenario me email ke liye guide karna hai.
3. SMA ka device book ka only 500 ka amount he refund ho sakta hai.
Note :- Jis SMA ka 500 aur baki ka 2899 amount bhi deduct ho gya hai us SMA ka refund nhi ho sakta hai SMA ko guide karna hai ki sir apka poora amount deduct hua hai amount refund nhi ho payega. Agar SMA call par nhi maan raha hai to call ko L2 par transfer karna hai.
4. Har call par previous interection check karni hai or previous call ka closure remarks bhi check karna hai
5. NSDL me two new option aaye hai nsdl cash withdraw and nsdl cash deposit in option ke through only nsdl bank account ki transaction ho sakti hai or kb me se dekh kar hi information share karni hai
6. Agar koi bhi SMA ( Premium/Non Premium ) recharge ke second time call kar raha hai aur usko Operator number already mil chuka hai aur service provide help nhi kar raha hai to wah call L2 par transfer karni hai. L2 agent saari details ke saath nitin thakur sir ko forward karni hai approval ke liye email par
Note :- Non Premium SMA ko recharge refund ki cometment nhi karni hai guide karna hai ki 24 to 48 hours ka wait karen apko resolution mil jayega.
7. VIP Auto renewal deactivation ki request nhi leni hai SMA ko self se auto renewal deactivate karne ke liye guide karna hai.
8.UTI pan card service still down hai SMA ko 10 oct tak ka TAT share karna hai
Tagging :-
Outcome :- Query > Downtime
Sub Outcome :- Pan Card Down
9. Jin SMA ka Mantra L1 device abhi dispatch nhi hua hai us SMA ko 10 Oct tak ka TAT share karna hai.
10.Error :- Transaction failed; Declined with RISK THRESHOLD EXCEEDED error. Please retry after sometime.
Solution :- Agar SMA ko yah error aa raha hai tk SMA ki id soft block sheet me pr ybl active-inactive sheet me check karna hai agar id soft block me hai to sma ka soft block ka process follow karna hai agar soft block me nhi hai to customer ki bank ki limit consume ho gyi customer ko bank se contact karna ho
Agar SMA ek hi account se baar baar transaction kar raha hai aur usko risk threshold ka error ata hai to use neeche likhi line guide karni hai
“Agar aap ek hi baar same adhaar se transaction karenge to apki ID block ho sakti hai or customer ka bhi bank account freeze ho sakta hai, kripya pahli transaction agar fail hoti hai to uske 30 min baad dubara try karenge “
11. NSDL account me error “this service has been stopped” error me 10 oct ka tat share karna hai
wallet Recharge :-
In case the retailer is repeatedly calling us for wallet recharge out of the TAT pending case and the bank is down. In such scenario if retailer called us more than 2 times and still bank is down and he is disputing for money then from 3rd call onwards, agent will give state head number on call, after consulting from supervious.
Supervisor will give state head number to the resource.
Script to be used:-
Adhikaari jee, bank down hone ki wajah se aapka wallet recharge abhi pending hai, better sahayta ke liye aapko mai state head ka number deta hun kripya aap unse baat kar lijiye.