Lead Journey

We have the following stages in our lead journey:-

1. Link Shared

2. Pending from customer

3. VKYC Pending

4. Physical Verification Required

5. Document sharing pending

6. Lead Expired

7. Lead Rejected

8. Lead Full Filled

1.  Link Shared – If status is showing link shared ask customer to start the process and if lead was created more than 3 days ago and still status showing link shared that means lead is non trackable ask customer on click on link and start the process.

2. Pending from customer – If the lead status is showing pending from customer that means lead is trackable but customer did not complete the process ask customer to complete the process. If agent is saying customer have done the process more than 3 days ago then raise a ticket.

3. VKYC Pending – If the status is showing VKYC pending then ask customer to complete VKYC process. If agent is saying VKYC has been done more than 3 days ago then raise ticket.

4. Physical Verification Required – If the lead status is showing physical verification required then CSR should book slot for physical verification.

5. Document sharing pending – If the status showing document sharing pending on lead status so CSR need to inform agent that below mentioned documents ( which are showing on CRM)  are required for branch so kindly share these documents on the mail of branch ( which will visible on CRM) from customer’s register mail id.

6. Lead Expired – If the lead status is showing lead expired so the timeline of 30 days has been exceeded but customer did not complete the process. If agent is saying customer got the product so raise a ticket.

7. Lead Rejected – If the lead status is showing lead rejected then CSR should inform agent your lead has been rejected with informing reason which is showing on CRM.

8. Lead Full Filled – If the status showing lead full filled so inform agent that the process is completed from your customer end now you will get the pay-out go in earning section in CRM check the pay-out date and inform to agent. If agent saying pay out date was 2 days ago but still I did not receive pay out then raise ticket. 

Top Scenarios with Products

·        If we are raising ticket regarding Credit Card make sure customer has activated the card and complete his first transection

·        If we are raising ticket regarding Bank Account make sure customer has done the initial funding of amount which is required as per branch

·        If we are raising ticket regarding Demate account make sure customer has done his first trade of required amount by Branch

·        If we are raising ticket regarding Loan make sure loan is disbursed to customer.

Credit Card scenarios

If The Lead status is untrack ( showing Link shared with customer) and the lead created 7 days ago from that this status is showing and customer has already started the process then CSR has to raise a ticket.

If the lead created 7 days ago and status showing VKYC pending and customer has completed the VKYC then First CSR need to ask when you have done the VKYC.

·        If customer has done the VKYC on same of lead creation then CSR has to raise ticket.

·        If customer has done VKYC recently like 2 or 3 days ago then ask agent to wait for next update.

If the lead created 7 days ago and status showing Card Activation pending and customer has completed the Card Activation and First transection then First CSR need to ask when you have done the Card Activation and First Transection.

·        If the transaction is done recently like 2 or 3 days then ask agent to wait for next update.

·        If the transaction and Activation done more than 3 days ago except HDFC then CSR need to raise ticket

·        In HDFC case agent need to wait for 7 days after the card activation and first transaction.

If the lead created 7 days ago and status showing EKYC pending and customer has completed the EKYC then First CSR need to ask when you have done the EKYC.

·        If customer has done the EKYC on same of lead creation then CSR has to raise ticket.

·        If customer has done EKYC recently like 2 or 3 days ago then ask agent to wait for next update.

If the lead created 7 days ago and status showing BKYC pending and customer has completed the BKYC then First CSR need to ask when you have done the BKYC.

·        If BKYC is not done but showing on Lead Physical Verification Required then CSR need to book slot for physical KYC after 2 days from current date excluding Sat and Sun.

·        If customer has done BKYC recently like 2 or 3 days ago then ask agent to wait for next update.

·        If agent is saying I have book slot for BKYC one day ago but no one contact me then CSR need to book slot again

·        If agent saying I have book slot for BKYC 4 days ago but no one contact me then CSR need to raise ticket ( If ticket is raised already add a private note on ticket)

·        If BKYC done in HDFC then 320rs will be deduct from the final payout.

Bank Account scenarios

If The Lead status is untrack (showing Link shared with customer) and the lead created 7 days ago from that this status is showing and customer has already started the process then CSR has to raise a ticket.

If the account is opened and initial funding has done of required amount by branch but status is showing initial funding not done then CSR need to check when we have received this update on Lead id.

·        If customer has done initial funding within 2 or 3 days ago the agent need to ask for next update

·        If customer has done the initial funding 3 days ago then CSR need to raise ticket

·        If lead status showing VKYC pending and customer unable to complete VKYC then agent need to share screen recording of error on mail ( before that we ask agent to try again with clear all cache if same issue is happening)

Demat Account scenarios

If The Lead status is untrack (showing Link shared with customer) and the lead created 7 days ago from that this status is showing and customer has already started the process then CSR has to raise a ticket.

If the Lead is pending on trading stage customer has to complete his first trade of required amount by branch.

If the first trade has completed then first CSR need to ask when you have done the first trade.

·        If customer has done trade within 2 or 3 days ago the agent need to ask for next update

·        If customer has done the trade 3 days ago then CSR need to raise ticket

·        If the trade has completed and Lead status is showing link shared then CSR need to raise ticket

Loan scenarios

If The Lead status is untrack (showing Link shared with customer) and the lead created 7 days ago from that this status is showing and customer has already started the process then CSR has to raise a ticket.

If the lead is pending at E-sign stage then CSR need to ask to complete E-sign and complete auto pay step also.

·       If this step is complete within 2 or 3 days then CSR ask agent to wait for next update

·       If this steps complete more than 3 days then CSR raise ticket

If Status showing income document required then customer need to share his – Udhyam Certificate , ITR ( the document showing required on CRM)

·       If documents has shared 4 days ago and no update showing then CSR raise ticket

·       If document shared 2 or 3 days ago then wait for next update

·       Make sure documents are shared by customer’s registered email