Robi Krishibarta : IVR and Call center

Transcription

1 Robi Krishibarta : IVR and Call center Robi Krishibarta is an IVR & call center based service. It serves the farmers with customized agro content. Through this service, Robi users can listen to the pre-recorded agriculture related content at any time based on subscription. Along with IVR service, a call center based Agri helpline service will also be available which is driven by human agents (agriculture specialist) which will be available every day from 8 AM to 7 PM. It will deliver customer centric customized content through a dynamic database. It will be interactive and communicative to the end-users specially farmers in Bangladesh. This service is specially targeting the farmer community of Bangladesh. This basket of services is helpful to anyone who is directly or indirectly related to agriculture or agrobusiness. This helpline is supporting the complete value chain of agro economy. The information disseminated by this service can be divided into several major areas like: Weather Information Production and Cultivation Techniques Diseases and Insect Information Plant Nutrients and Water Usage Price Information Demands and Current Stock Information Educations and Health Information Government and Non-government Facilities Special features: a. Based on subscription, Robi user will receive a generic weather update via a recorded OBD call every day in the morning from. (In second phase, weather update through OBD will be sent as division-wise) b. Purchased minute consumption will be started when user starts listening to the categorical content. c. IVR content is available in dramatic scenario for better understanding. d. IVR Content will be refreshed in weekly basis. e. Both new and previous content will be available in the IVR part. f. Content will be uploaded based on the season. g. Specialized IVR content and call center facilities in one single service

2 SMS keywords, USSD code, Charges & other details : Type of Request Activation & Bundle minute purchase Purchase additional limit Auto-Renewal the service SMS Keywords START RKB NA SMS code USSD IVR Fee **1# NA NA NA NA 5.00 Deactivation STOP RKB **1# Free Free bundle Validity 7 Days Same as current 7 Days Remarks Registration is FOC SD&VAT will deduct for For additional bundle minute purchase, validity will not extend. Based on successful charging. Previous unused minute will not be added with renewal minute. After deactivation, remaining minute will be exhausted. ** Validity will be given based on calendar day. ** No opt-in and opt-out fee is applicable (only subscription fee is needed) ** Tariff is excluding 3% Supplementary Duty (SD) + 15 % VAT on price inclusive of SD. Service Provider info: Name of the Content Provider: Win Miaki Ltd. Contact Address: support@miaki.co Helpline Number (for customers): Response time: From 9 am to 6 pm each day except Friday - 2 -

3 Frequently asked questions Q: What is Robi Krishibarta service? Ans: Robi Krishibarta is an IVR & call center based service. It serves the farmers with customized agro content. Through this service, Robi users can listen to the pre-recorded agriculture related content at any time based on subscription. Along with IVR service, a call center based Agri helpline service will also be available which is driven by human agents (agriculture specialist) which will be available every day from 8 AM to 7 PM. It will deliver customer centric customized content through a dynamic database. It will be interactive and communicative to the end-users specially farmers in Bangladesh. Q: What are the content of the Service? Ans: This service is specially targeting the farmer community of Bangladesh. This basket of services is helpful to anyone who is directly or indirectly related to agriculture or agrobusiness. This helpline is supporting the complete value chain of agro economy. The information disseminated by this service can be divided into several major areas like: Weather Information. Production and Cultivation Techniques Diseases and Insect Information Plant Nutrients and Water Usage Price Information Demands and Current Stock Information Educations and Health Information Government and Non-government Facilities Q: What is the modality of this Service? Ans: The service is subscription based; charge is Taka 5+SD&VAT/ for 7 days validity. After 7 days subscription will be auto renewal. Q: How a subscriber can avail the service? Ans: The service can be registered by below modes Through SMS: START RKB and send to Through USSD: **1# Through IVR: dial and press 1 subscribe Based on successful subscription, Robi user needs to dial to avail this service

4 Q: How a subscriber can cancel this service? Ans: The service can be cancelled by below modes Through SMS: STOP RKB and send to Through USSD: **1# Through IVR: dial and press 9 subscribe Q: What is the charge for IVR service? Ans: Charging matrix is given below: Robi Krishibarta Subscription Fee: 5+SD&VAT/ for 7 days validity Q: Does the customer need to register first to avail IVR based service? Ans: Yes. This is a subscription based 5+SD&VAT/ for 7 days validity & they can listen to IVR content and talk to an agriculture specialist. Q: what is the USSD dialing code for this service? Ans: User can dial the below USSD code for getting the desired requests - **1*1#- Activation **1*2#- Deactivation Q: is there any top-up option available? Ans: Yes, user can purchase another at 5+SD&VAT after consuming the bundle within the current validity period. In this case, validity will not be extended for extra. Q: During IVR & call center session, how user will notify about consumption of bundle minute? Ans: If bundle finish during the conversation with the agriculturist, then call will be disconnected and user will get a notification message to purchase another bundle minute to talk with that specialist. If bundle finish during the time of IVR session, then user will notify via IVR recorded prompt to purchase another bundle minute to continue the session. Registered user can top up another at 5+SD&VAT. In this case, validity will not be extended

5 Q: Is remaining minute (if not used) will add with next renewed? Ans: No. After the validity period, remaining minute(s) will not be added with next renewal, it will be erased from the system. Only will be added for renewal subscription period. Q: Will agricultural specialist be available every day? Ans: Agriculturist will be available at call center from 8 AM to 7 PM every day. Registered user can listen to IVR content and suggestions for 24 hours. If anyone wants to connect with Agriculturist other than the scheduled time, they will be notified the actual timing of Agriculturist s availability. Q: How my purchased minute will consume while dialing to? Ans: After dialing the short code, we will listen to welcome prompt and instructions. No minute will deduct for listening this part. When you enter any categorical content, then your minute will be counted and deducted from your purchased minute. Q: How would I know the status of my remaining minute? Ans: Based on subscription, when Robi user dialed, s/he will listen to his/her remaining minute by pressing 0. A message will send from by informing the remaining minute. Also when you enter any categorical content or call center, IVR voice will notify your remaining minute. Q: Why the remaining minute is showing fractional in SMS and informing fixed in IVR? Ans: Purchased minute will be deducted as per second pulse wise. If user has remaining 40 minute 33 second, he/she will notify the same through message and will be able to enjoy the same minute while dialing the short code. Due to system limitation, IVR doesn t able to inform the exact fractional minute & second. So it will inform only 40 minute remaining, but user can enjoy total 40 minute 33 second fully. Q: Who is the partner for this service? What is their helpline number? When can we call there? What will be the charge? Ans: Win Miaki Ltd. is the service partner with Robi. The helpline number of the partner is and it is available from 9 am to 6 pm (except Friday). The charge to call this number will be deducted as per customer s package