Working with a telecom major to achieve the compliance percentage for Pre-Paid form accuracy

The Task

To assist a geographical zone with a very high rejection rate for pre-paid enrollment forms (PEFs) due to inaccuracies and bring the rate down to an acceptable level

The Solution

The telecom company decided to partner with Centum Learning and create a training intervention best suited for this particular problem.

After investigations, it was realized that human error was the main component contributing to the problem. What followed was a 4-month initiative where trainers travelled to remote locations and trained more than 2000 individuals. The participants were trained on:

• Various fields in the PEF
• How to fill in the fields correctly
• The necessary documents required to accompany the PEF

A check was created for every level of transaction up to checking documents for completeness.

The Result

The end result of the intervention was a reduction in Pre-paid Enrollment Form barring to 3%, which was a huge step-down from the previous levels.

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