Service Provisioning Process

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 Club SEF Verification/Validation Activation Process

Mobile Number Change Process

Rate Plan Change Process

SIM Replacement Process Postpaid

Prepaid to Postpaid Migration Process

Postpaid to Prepaid Migration Process

SIM Replacement Process Prepaid

VAS Related Service Provisioning

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 SEF Validation/Verification
Activation Process
The customer submits the SEF along with the
documents required for the same.

The information on the SEF is validated and the

documents are verified.

In case the documents are verified, activate the

customers account.

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 SEF Validation/Verification
Activation Process
If the documents are not verified or the SEF is
incomplete, return the form for completion or to get
additional documents if required.

If the SEF is correctly filled and all the relevant

documents are provided by the customer, the entire
verification and activation process takes about 24-48
hours.

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 Mobile Number
Change Process
Customer places a request
for a mobile number change

By calling By visiting a
Airtel FSO/Connect/Lobby
Customer Care

Facilitate
Follow the change in
Customer number
Care Process

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 Mobile Number
Change Process
The customer first needs to fill up the Mobile Number
Change Form at the FSO.

The customer is given a choice of selecting his own

preferred number.

His details are then verified and his number is changed

in ARBOR as per his request.

The SLA for this process is 4 hours, after all the details
on the form have been verified.

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 Rate Plan Change Process
The customer needs to fill a Rate Plan Change Form while
requesting for a rate plan change.
The details filled on the form are verified before the actual
change is carried out.
The service provisioning team needs to make adjustments
regarding the bill plan change in the bill cycle.
In case the customer is requesting for a rate plan change
for the first time, he is charged with a Rate Plan Change
Fee.
This entire process has an SLA of 4 hours after the details
on the form have been verified.
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 SIM Replacement Process
A customer requires to fill the SIM Replacement Form
while requesting for a SIM replacement.
The details filled on the form are first verified before the
provisioning process begins.
If the account needs to be changed along with the SIM,
provisioning for the same is also carried out at the same
time.
In case calls to the number have been barred because the
SIM was lost, the calls need to unbarred and the VAS on
the previous account needs to be activated on the new SIM
also.
The total time required for the above process is 4 hours. 8
 Prepaid to Postpaid Migration Process
When a customer wishes to move from a prepaid system
to a postpaid billing plan, he needs to fill in a SEF.
Before any provisioning is done for the requested
number, it is important to check if the prepaid number is
still active.
The details on the SEF are verified and then the
requested bill plan is selected.
A new account needs to be created and details regarding
the same need to be added to it.
The SLA for the entire provisioning is 48 hours.
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 Postpaid to Prepaid Migration Process

When a customer wishes to move from a postpaid

system to a prepaid billing plan, he needs to fill in a MEF.

Before converting a customer from the postpaid to the

prepaid category, the Customer Care Executive needs to
follow the retention process to try and retain him in the
postpaid system.

The details on the MEF need to be verified before the

provisioning of the migration is done.

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 Postpaid to Prepaid Migration Process

The customer in this case needs to pay migration

charges by either cash or credit card.

The refund of deposits made by the customer is also

done during this stage.

The SLA for this migration is 48 hours.

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 SIM Replacement
Prepaid Process
SIM replacement can be done at a FSO/Connect/Lobby.

If the prepaid subscriber loses his SIM, then he needs to

pay SIM replacement charges.

If the SIM is faculty then the customer is provided with a

new SIM FOC.

Once this is done, the SIM Exchange process is

followed.

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 Choice Number Process
CLIR Process
SI Activation Process
Roaming Activation Process
Itemized Billing Activation Process
Fax & Data Services Activation Process
Prepaid Service Activation Process
F & F Activation Process
Corporate Activation Process
CUG Activation Process
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 Choice Number Process

When a customer makes a request with Airtel for a

choice number, the RCC/Dealer/Connect/Lobby needs to
verify if the choice number is available or not.
If the number is available, then the customer is informed
about the price tag of the number.
If the price is acceptable to the customer, then the
number is blocked and then provided to the customer as
and when he makes the payment.
In certain cases the numbers are provided free of cost
(FOC) based on certain waivers available to the
customers.
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 Caller Line Identification
Restriction Process
CLIR is a special service, not provided to all customers.

The customer is required to fill his details into a CLIR all

of which are verified before he is provided with the
service.

The customer all requires to provide a valid reason for

subscribing to this service.

The SLA for provisioning of this service is 4 hours.

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 Standing Instructions
Activation Process
The customer is required to register for standing
instructions through his credit card.

The documents provided with the instructions need to be

verified and the validity of the credit card checked.

The SI is then updated onto the billing system.

The SLA for this entire process is 4 hours.

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 Roaming Activation Process

The customer is required to fill the Roaming Activation

Form at a FSO/Lobby.
First the verification of all the details provided in the form
is done.
The subscribers signatures on the SEF and the
Roaming Activation Form need to be verified.
If all things are in order and the SMG department clears
the case, the roaming service is activated on the
customers number.
The SLA for the provisioning of this service is 4 hours.
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 Itemized Billing Activation
Process
When a customer wishes to request for an itemized bill,
he is required to fill in a request form for the same.

Once the details on the form are verified, the account is

modified accordingly and the updation for the same is
done in the billing system.

This request is provisioned within 4 hours and the

change in status is reflected in the bill received during
the next billing cycle.

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 Fax and Data Activation
Process
A customer is required to fill a form requesting for fax
and data services at a FSO/Lobby/Connect.
The details entered by the customer are verified. The
Customer Care Executive also needs to enquire about
the handset owned by the customer in order to ensure
the compatibility of the handset.
The subscriber is then provided with the fax and data
number and the service is provisioned and activated.
The same request is entered into the billing system and
the VAS charges are then applied to the customer.
The SLA for the provisioning of this request is 4 hours.
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 Prepaid Service Provisioning
Process
This process involves estimating the inventory
requirement of SIM cards for Airtel prepaid subscribers.

The order is placed for the estimates and procurement is

ensured along with the AUC data.

Once the SIMs are ready and packed, they are

dispatched to the retailers and distributors.

The customers then purchase these SIMS from these

outlets. He can then dial 123 to activate the card.

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 Friends and Family Activation
Process
When the customer requests for the F & F activation, the
first step to be followed is to check if his rate plan
supports F & F.

Changes then need to be made in the billing system to

provision the activation of this service for the customer.

The SLA for the provisioning for this service is 4 hours.

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 Billing Address Change
Process
The customer is required to fill an address change form.

Details on the form are verified and an address proof for

the new address is obtained from the customer.

The address is verified and then change is then

provisioned in the billing system.

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 Transfer of Contracts
Process
The customer is required to fill in Contract Transfer
Form.

The signatures on the form are verified on the system.

The required deposit for the new account to be created
is then collected from the transferee.

A new account with the same mobile number and SIM

number is created in the transferees name.

The SLA for the provisioning of this service is 48 hours.

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 Corporate Activation Process

The customer needs to fill the Subscription Enrolment

Form and request for a mobile connection.

He needs to provide the required documents for

verification before the number is activated.

In case of a corporate paid account the same is entered

in the form of billing details.

In case of a self paid corporate account, the same

details need to be added to the billing system.

The SLA for the activation of the number is 48 hours.

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 CUG Activation Process

The sales team places the request for CUG activation for
a particular group.

The lists provided by the team are verified and validated

for completeness.

If the information provided is complete, the numbers are

activated in the CUG software and in the billing system.

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