Bill Dispatch and Return

Process
Overview:
Billing is an important issue for the customer as well as for Airtel. It is important that the
Bill Dispatch and return process is followed to ensure that bills are printed on time and
delivered to the customers to enable them to make payments to Airtel. It also includes
handling any issues related to the bills returned due to incorrect address and also
obtaining the correct address from the customers through Telecalling and the same
being verified by the Address Verification (AV) team.

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

Explain the Bill Dispatch Process. (1 Hr)

Explain the Bill Return Process. (3 Hrs)

Duration: 4 hours

2
Introduction
Instructions to Ask participants to read the following caselet.
Facilitator

Caselet Ajay, a customer of Airtel did not receive his bill for this month.
He called up Airtel Customer Care to ask for his bill. The
Customer Care Executive told him that his bill has been
dispatched. Ajay insisted that he has not received it. The
Customer Care Executive gave him the option of sending a
duplicate bill for which he will have to pay a fee of Rs. 75.

Ajay got really angry. He refused to take the duplicate bill

because it was not his fault if he did not receive the bill. He
was also upset about the service provided by Airtel.

1. What should the Customer Care Executive do in such

situation?
2. What could have been done in order to ensure that
this problem did not arise in the first place?

Instructions to Tell participants that as Customer Care Executives it is their

Facilitator duty to resolve customer complaints at the first contact. Here
the customer care executive should have taken ownership of
the situation and given full assurance to the customer to
resolve his problem.

Bill dispatch can be very easily taken care of, if the process is
followed correctly. But for Ajay, it has caused difficulty.

Derive that as part of this organization you have to

understand the Bill Dispatch and Return process and follow
them. The objective is to resolve customer complaints at the
first contact.

3
Bill Dispatch
Discussion Points 1. What is Bill Dispatch and Return?
2. What is the need for this process?
3. What is the input for this process and what is the
output?
4. Who will provide the inputs for this process and who
will use the outputs?
5. What is the scope of this process?

Instructions to 1. Bill Dispatch means sending the printed bill to the

Facilitator customer. Bill Return is the case when a bill comes back
undelivered to the customer.

2. The purpose of this process is to ensure that bills are

printed and delivered on time to the customers to enable
them to make payments to Airtel. It also includes
Handling any issues related to the bills returned due to
incorrect address, obtaining the correct address from the
customers through telecalling and verifying the same by
the Address Verification (AV) team.

3. The input for this process is billing data. The output is

bill generation and the bills being delivered to the
customer.

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

team, Bill Printing team and SMG. The outputs will be
used by subscriber, SMG, CIG etc.

5. The scope starts with the printing of the bills and ends
with the bills being delivered to the customer. It also
includes the process of returned bills.

Explain these concepts using the following slides.

Slide Bill Dispatch and Return
Slide Input
Bill Dispatch and Return
Slide Need ForData
Billing This Process
Bill Dispatch means sending the printed bill to the
Slide Dispatch
Bill To ensure
customer. that bills are printed and delivered on time
and Return
Instructions to Tell to the customers
participants
Bill Return is that tothe
the enable
above case them
slide was
when to aamake
broadpayments
description
bill comes back to
Facilitator Airtel.
of Bills
theCustomers
Bill Dispatch
undelivered
printed Bills to and return
theTelecall
customer. process
to Suppliers and now
Obtain new Deliveryou
Bills atwill
discuss the two
and Subscribers
packed processes
couriered to viz. Bill
customer if ITDispatch and Bill
address/landm
team Return in
the new

greater SMG
customers
Includes:
detail. bills ark and report address
undelivered Bill to
Printing team
AV agency.
CIG SMG
- Handling
Courier Agency any issues related to the bills returned due
Bill Dispatch address.
to incorrect
IT team Output
- Obtaining the correct address from the customers
4 Bill generation
through Telecalling and the same being verified by
Bills delivered to customers
the Address Verification (AV) team.
Discussion Points 1. Who is responsible for following Bill Dispatch process?
2. What are the possible steps in the process?

Instructions to 1. The Bill Dispatch Process is a long and

Facilitator comprehensive process with the responsibility of various
steps shared across a number of teams such as Bill
Printing team, IT team, Customer support, Courier
agency etc.
2. The process starts with the obvious step of printing of
the bills and has a number of other steps.

Show the following slides to explain the process.

Slide Bill Dispatch Process

Instructions to Step 1
Facilitator Bills are printed and packed. Bills to also have printed PoD
attached with them. Soft
Bills copy of bills
Printed and to be given too.
TAT: Day 0 packed to be sent to
Responsibility: Bill Printing team
the customer.
(TAT: Day 0)
Step 2
Check whether all bills have been printed or not. If yes, go to
step 6. If not follow the next step.
TAT: Day 0
Responsibility: IT team Are All the Yes
Bills
No B
Printed?
No
Slide Bill Dispatch Process Day 0)
(TAT:
Instructions to Step 3 A
Facilitator If any bills have not No
been sent for printing they should inform
RAD as well as Bill printing team so that all concerned may
A
be intimated in case
Inform RADsubscriber calls for
& Bill Dispatch bill. of
Team
TAT: Day 0 &the 1 missing bills. (TAT: Day 0&1)
Responsibility: IT team
Print the missing bills and send
Step 4 to customer.(TAT: Day 0&1)
Bill printing Team needs to print the missing bills.
TAT: Day 0 & 1
Responsibility: Bill Printing team

Step 5 Are All the Yes

Check whether Missing bills have
Missing Bills been printed. All printed
B
bills will be dispatched and for the
Printed? (TAT: missing bills the loop will
continue till the time theyDay
are0&1)
not printed.
TAT: Day 0 & 1
Responsibility:NoIT team

5
Slide Bill Dispatch Process
Instructions to Step 6
Facilitator Packed billsPacked
are toBills
be given
segregated pin agency
to courier code wise,
and given to
B agency/ PO / Speed post etc along with soft copy of
courier information sent to customer support.
bill information format. (TAT: Day0&1)
TAT: Day 0 & 1
Responsibility: Executive-Bill Dispatch C
Send SMS to Customers whose
Step 7 bills have been dispatched.
(TAT:bills
List of all subscribers whose Day1&2)
have been dispatched, to be
sent to Support for sending SMS.
TAT: Day 1 & 2
Responsibility: Executive-Bill Dispatch

Step 8Yes Have the SMS No

Check whether SMS sent to customer
been successfully has been delivered. If
yes, end of process. Ifdelivered?
no, go to next step.
TAT: Day 1 & 2 ( TAT: Day 1&2)
END
Responsibility: Executive-Bill Dispatch

Step 9
Resend SMS on the next
For customers to whom SMS was not delivered the first day,
day.( TAT: Day 2&3)
resend SMS on the next day.
TAT: Day 2 & 3
Responsibility: Executive-Bill Dispatch

Slide Bill Dispatch Process

Instructions to Step 10
Facilitator Check whether
ResendSMSSMS
sentontothe
customer has been delivered. If
next day.
yes, End Of Process. If no, go
(TAT: Day 2&3)to next step.
TAT: Day 2 & 3
Slide Bill Dispatch Process
Responsibility: Executive-Bill Dispatch

Step 11 C
Create a list of subscribers to whom the SMS could not be
sent, even after resending the next day. List to No
Have the SMS be created in
excel format. been
TAT: Day 2 & 3 successfully
Has the courier
Responsibility: Courier Agency
delivered?
been delivered?
(TAT: Day
(TAT: 2&3)
Day 2 & 3)

Instructions to Step 12 Yes

Facilitator No Yes Failure
From Step 6, check whether the courier
report to
to the customer been
be given to
delivered successfully.
END
. customer support
(TAT: Day 2 &3)
Follow Bill Returned Report received
Process and updated in the
(TAT: Day 2 &6 3) system
(TAT: Day 2 & 3)
 TAT: Day 2 & 3
Responsibility: Customer Support

Step 13
If courier has not been delivered to the customer, then follow
the bill return process.
TAT: Day 2 & 3
Responsibility: Customer Support

Step 14
The courier company sends soft copy with details within 48
hours of receipt. Details would be entered in Billing System
notes in the following format: B/C/Status/Date/Courier name.
TAT: Day 2 & 3
Responsibility: Executive-Bill Dispatch

Instructions to Divide up the participants in 5 teams. The teams will be

Facilitator named as follows:
Bill Printing
IT
Executive-Bill Dispatch
Customer Support
Courier Agency

Provide the Bill Printing team with some sheets of paper (to
be used as dummy bills). Ask the teams to act out the Bill
Dispatch process carrying out the responsibilities of their
respective teams.

Role Play (20 Enact the Bill Dispatch 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.

7
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 Bills are printed and packed. Bills a Executive-
to also have printed PoD attached Bill Dispatch
with them. Soft copy of bills to be
given too.
2 Failed SMS to subscribers not b Courier
contactable even after resending Agency
on next day to be given in excel
format.
3 Check whether all bills have been c Bill Printing
printed or not. If yes, go to step 6. Team
If not follow the next step.
4 Packed bills are to be segregated d IT Team
pin code wise, given to courier
agency/ PO / Speed post etc
along with soft copy of bill
information format.
5 If any bills have not been sent for e Customer
printing they should inform RAD Support
as well as Bill printing team so
that all concerned may be
intimated in case subscriber calls
for bill.
6 If courier has not been delivered f IT Team
to the customer, then follow the
bill return process.

Instructions to The correct answers are:

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

8
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. Packed bills are to be segregated pin code wise, given
to courier agency/ PO / Speed post etc along with soft
copy of bill information format.
2. List of all subscribers, whose bills have been
dispatched, to be sent to Support for sending SMS.
3. Print the missing bills and send it to customers.
4. Send SMS to all customers to whom bills have been
sent.
5. Failure SMS report to be given to the customer
support department.

Instructions to The correct answers are:

Facilitator 1. Day 0 & 1
2. Day 1 & 2
3. Day 0 & 1
4. Day 1 & 2
5. Day 2 & 3

9
Bill Return
Discussion Points 1. What is the need for the Bill Return Process?
2. What could be the reasons for undelivered bills?

Instructions to 1. Bill return process is needed in case bills are

Facilitator undelivered to the customer.
2. The following could be the reasons for undelivered
bills:
Closed establishment
Customer shifted/moved
Address correct but person not found
Refused to accept
Person not available
Wrong/short address
Entry restricted
Out of area

Show the following slides to explain the process.

Slide Bill Return Process

Instructions to Step 1
Facilitator All undelivered bills are sorted and sent to the dispatch team.
TAT: Day 0 Undelivered bills sorted & sent
to Dispatch
Responsibility: Courier Agencyteam, soft copy
handed over to BCL.
Step 2 (TAT: Day 0)
Segregation of the returned bills to be done by the Bill
Dispatch team executive.
TAT: Day 0 Segregation of data to be
Responsibility: Executive-Bill Dispatch
done.
(TAT: Day 0)

Discussion Points Should a different process be followed if the customer is a

new one?

Instructions to Yes, there are different steps to be followed depending on

Facilitator whether the customer is a first time biller or an old customer.

Show the following slides.

Slide Bill Return Process

Are the return

bills of old
10 customers?
(TAT: Day 0)
 No

Yes
A
B
Old Customers New Customers

Instructions to Step 3
Facilitator Check if Return invoice is of first time billers or of old
customers who have been billed before.
TAT: Day 0
Responsibility: Executive-Bill Dispatch

Tell participants that steps 4 to 15 need to be followed in case

of new customers.

Slide Bill Return Process New Customers

Allocate to agency to identify reason for

A return. (TAT: Day 0)

Is the reason No
Incorrect Address? C
(TAT: Day 0)

11
 Yes
Obtain correct address and dispatch the bill to
the customer. (TAT: Day 0)

Update the billing system with correct address.

(TAT: Day 0)

Inform AV/CV & SMG team

(TAT: Day 0)

Instructions to Step 4
Facilitator If the return is due to the 1 st time billers then allocate the data
to outcall agency to find the reason for return.
TAT: Day 0
Responsibility: Outcall Agency

Step 5
Check if the reason for undelivered bill is incorrect address.
TAT: Day 0
Responsibility: Outcall Agency

Step 6
Outbound agent to obtain the correct address from the
customer with proper landmarks.
TAT: Day 0
Responsibility: Outcall Agency

Step 7
The correct address needs to be updated in the billing
system.
TAT: Day 0
Responsibility: Outcall Agency

Step 8
Correct Address report / Case to be sent to the Address
Verification Agency and also to the SMG team.
TAT: Day 0
Responsibility: AV agency/SMG team

Slide Bill Return Process New Customers

Is the reason
Person does not
12 exist?
(TAT: Day 0)
 No

C D

Yes

Is the person No
using services? E
(TAT: Day 0)

Yes

Obtain new address, dispatch bill, and update the

billing system. (TAT: Day 0)

Inform AV/CV & escalate to SMG

team (TAT: Day 0)

Instructions to Step 9
Facilitator If the reason of return was not Incorrect Address, then check
whether the reason for return was because the Person did not
exist in the address mentioned for delivery.
TAT: Day 0
Responsibility: Outcall Agency

Step 10
Call up the Customer and check if the Customer is currently
using the Airtel services.
TAT: Day 0
Responsibility: Outcall Agency

Step 11
If the Person is using the Services of Airtel, then obtain the
correct address of the Customer and raise SR to Dispatch the
bill to the Customer at the new address immediately.
TAT: Day 0
Responsibility: Outcall Agency

Step 12
Send report of such cases to AV Agency and escalate to SMG
team.
TAT: Day 0

13
 Responsibility: Outcall Agency

Discussion Points The reason for return is that the person does not exist at the
address. Also the person is not using any services.

In this case what should be the next step.

Instructions to In this case the services of this customer will be barred.

Facilitator

Slide Bill Return Process New Customers

Bar services &

escalate to SMG team
(TAT: Day 0)

Instructions to Step 13
Facilitator If the Person is not using the Airtel services, then Bar the
Outgoing calls on the MSISDN and escalates to SMG team
for further action.
TAT: Day 0
Responsibility: Outcall Agency

Discussion Points If the reason for bill return is not incorrect address and also
the reason is not that the person does not exist, then what
could be the reason for return of bill?

Instructions to This means that the address is correct and the person also
Facilitator exists at that address. The reason for return of bill in this case
could be that the customer has refused to accept the bill.

Slide Bill Return Process New Customers

Customer refused to accept bill. Obtain

reason for refusal. (TAT: Day 0)

14
 Escalate to SMG team
(TAT: Day 0)

Instructions to Step 14
Facilitator If the Reason for the Return invoice was not Incorrect
Address and Person does not Exist, then the person has
refused to accept the Bill.
TAT: Day 0
Responsibility: Outcall Agency

Step 15
SMG team to be escalated of such cases.
TAT: Day 0
Responsibility: AV Agency/SMG team

Discussion Points How will the process differ for the old customers?

Instructions to Tell participants that they have discussed the process to be

Facilitator followed in case the bill returned are from first time billers.

Explain the steps to be followed if the bills are returned from

old customers using the following slides.

Slide Bill Return Process Old Customers

Check last months delivery status.
(TAT: Day 0)

No
Were the cases
delivered? A
(TAT: Day 0)

Yes
Cases to be sent back to the courier
agency for delivery.
15(TAT: Day 0)
 Delivery of cases to be
done.
(TAT: Day 0)

Instructions to Step 16
Facilitator For all undelivered active old billed cases due to Short /
incomplete Address check with last months delivery status.
TAT: Day 0
Responsibility: Executive-Bill Dispatch

Step 17
Were the Cases delivered last month by the Courier Agency?
TAT: Day 0
Responsibility: Executive-Bill Dispatch

Step 18
For all the cases that were delivered last month having short /
incomplete address, cases to be sent back to the Courier
agency for immediate delivery to the Customer.
TAT: Day 0
Responsibility: Executive-Bill Dispatch

Step 19
Courier Agency to deliver all the cases that were delivered
last month and this month were returned as short / incomplete
address.
TAT: Day 0
Responsibility: Courier Agency

Slide Bill Return Process Old Customers

A Cases to be called as per Priority

matrix (TAT: Day 1)

Is the customer
No B
contactable?
(TAT: Day 2-8)

Yes
Obtain new address/landmark & resend the
bill. Report to AV agency. (TAT: Day 1)
16
 AV to be done and revert with
status. (TAT: Day 2-8)

Consolidated report analyzed

from outcall & AV agency.
(TAT: Day 2-8)

Instructions to Step 20
Facilitator If the cases were not delivered last month then Outbound
Calling to be carried out to the customer. The calling to be
done in the following manner
1st priority to Active cases with usage.
2nd priority to Active cases with zero usage.
TAT: Day 1
Responsibility: Outcall Agency

Step 21
Check whether during the Outbound Calls to customer, was
the customer contactable.
TAT: Day 1
Responsibility: Outcall Agency

Step 22
For all customers who have been contacted and new
address/landmark obtained, bills to be delivered to the new
address and the file to be sent to AV for verification.
TAT: Day 1
Responsibility: Outcall Agency

Step 23
The AV Agency to carry out the re-verification of the
Customers and provides the report to the Bill Dispatch team.
TAT: Day 2-8
Responsibility: AV Agency

Step 24
The Bill Dispatch executive to analyze the consolidated report
from the Outcall Agency and the AV Agency.
TAT: Day 2-8
Responsibility: Executive-Bill Dispatch

Slide Bill Return Process Old Customers

17
B Bills to be sent to an alternate address.
(TAT: Day 1)

Is the alternate No
address available? C
(TAT: Day 1)

Yes
Send bill at alternate address.
(TAT: Day 1)

Is the bill
delivered?

18
Slide Bill Return Process Old Customers

Is the bill
delivered?
(TAT: Day 2-4)

Yes
Alternate address to be tagged as billing address.
(TAT: Day 2-4)

Cases sent to AV agency for

verification
(TAT: Day 2-4)

Instructions to Step 25
Facilitator For all customer who have not been contacted, the bill to be
sent at the alternate address.
TAT: Day 1
Responsibility: Executive-Bill Dispatch

Step 26
Is the alternate address available for the customer in the
Billing System?
TAT: Day 1
Responsibility: Executive-Bill Dispatch

Step 27
If the alternate address is available, then the Bills to be sent
at the alternate address of the customer.
TAT: Day 1
Responsibility: Executive-Bill Dispatch

Step 28
Check whether the Bill has been delivered to the customer at
the alternate address.
TAT: Day 2-4
Responsibility: Executive-Bill Dispatch

Step 29
If the Bill has been delivered at the alternate address, then
the alternate address to be tagged as the Billing Address in
the Billing system for future correspondence.
TAT: Day 2-4

19
 Responsibility: Executive-Bill Dispatch

Step 30
List of all such cases to be sent to AV for verification of
alternate address and updation in the Billing System.
TAT: Day 2-4
Responsibility: AV Agency

Slide Bill Return Process Old Customers

C Customer to be sent SMS to revert with new

address. (TAT: Day 1)

Yes
Has the customer
reverted?
(TAT: Day 2)

No
Send cases to SP team for
barring outgoing. Go to
(TAT: Day 2)
step
14
D

Instructions to Step 31
Facilitator If the alternate address is not available for the customer and
the Bill has not been delivered to the customers alternate
address, then customer to be sent SMS. Customer needs to
revert with the new address within 24 Hours of sending the
SMS.
TAT: Day 1
Responsibility: Executive-Bill Dispatch

Step 32
Check whether the customer has reverted after sending out
the SMS with the new Address. If the customer has reverted
then Go To Step 14.
TAT: Day 2
Responsibility: Executive-Bill Dispatch

Step 33
List of such cases to be sent to Service Provisioning for

20
 barring.
TAT: Day 2
Responsibility: Executive-Bill Dispatch

Slide Bill Return Process Old Customers

D Barring to be done with the reason updated

in the billing system.
(TAT: Day 2)

Yes
Has the customer
called post
barring?
(TAT: Day 3-7)

No
E
Follow Collections
Process.
(TAT: Day3-7)

Instructions to Step 34
Facilitator Barring to be done by the SP Team and comments to be
updated in the Billing system for barring (Refused, Shifted,
etc). Customers not to be unbarred without approval from Bill
Dispatch.
TAT: Day 2
Responsibility: SP team

Step 35
Check whether the customer has Called after Barring is done
for Outgoing Calls.
TAT: Day 3-7
Responsibility: Customer Care

Step 36
If the customer does not Call back within 72 Hours of Barring,
then Collections Process to be followed for collecting the
payment due from the customer.
TAT: Day 3-7
Responsibility: Executive-Bill Dispatch

21
Slide Bill Return Process Old Customers

E Take the new address and unbar the

customer. Raise SR to dispatch bill.
(TAT: Day 3-7)

Send report to AV team and

Bill Dispatch team.
(TAT: Day 3-7)

Consolidated report to be
analyzed & sent to depts. for close
looping.
(TAT: Day 7)

Instructions to Step 37
Facilitator If the customer calls back post barring, then the new address
with Landmark to be taken from the customer and SR raised
in the system for the Bill to be dispatched to the customer.
TAT: Day 3-7
Responsibility: Customer Care

Step 38
Report of such cases to be sent to the AV Agency for re-
Address Verification of the customers.
TAT: Day 3-7
Responsibility: Customer Care

Step 39
The consolidated report to be analyzed as per the comments
and sent to concerned Departments for Close Looping.
Report recd from out call to be collated with the comments
recd from Courier and sent to Risk & Credit, Retention, and
Collections.
TAT: Day 7
Responsibility: Executive-Bill Dispatch

22
Instructions to Divide up the participants in 2 teams. Ask one team to enact
Facilitator the Bill return process for new customers and the other team
to enact it for old customers.

Role Play (20 Enact the Bill Return process for new/old customers.
mins.)

Instructions to Discuss the observations on the following points:

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

23
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
(15 mins.) respective TAT for each step.

Description of the Step Responsible

Team
1 AV to be done and revert with a Day 0
status.
2 Alternate address to be tagged as b Day 2-8
billing address.
3 Customers to be sent SMS to c Day 3-7
revert with new address.
4 Obtain correct address and d Day 1
dispatch the bill to the customer.
5 Follow collections process. e Day 2-4
6 Update the billing system with f Day 0
correct address.
7 Take the new address and unbar g Day 2-4
the customer. Raise SR to
dispatch Bill.
8 Consolidated report to be h Day 2
analyzed & sent to depts. For
close looping
9 Cases sent to AV agency for i Day 7
verification.
10 Barring to be done with the j Day 3-7
reason updated in the billing
system.

Instructions to The correct answers are:

Facilitator 1. (b), 2. (e/g), 3. (d), 4. (a/f), 5. (c/j), 6. (a/f), 7. (c/j), 8. (i), 9.
(e/g), 10. (h)

24
Instructions to Ask participants to complete the following exercise in the time
Facilitator allotted.

Individual Exercise State the respective teams responsible for each of the
(10 mins.) following steps:
1. Undelivered bills are sorted and sent to
Dispatch team. Soft copy handed over to BCL.
2. Segregation of data to be done.
3. Obtain correct address and dispatch bill to the
customer.
4. Bar services and escalate to SMG.
5. AV to be done and revert with status.
6. Cases to be called as per priority matrix.
7. Customers to be sent bill at alternate address.
8. Alternate address to be tagged as billing
address.
9. Barring to be done with the reason updated in
the billing system.
10. Take the new address, unbar the customer and
raise SR to dispatch bill.

Instructions to The correct answers are:

Facilitator 1. Courier Agency
2. Executive- Bill Dispatch
3. Outcall Agency
4. Outcall Agency
5. AV Agency
6. Outcall Agency
7. Executive- Bill Dispatch
8. Executive- Bill Dispatch
9. SP team
10. Customer Care

25