RolnBol

1. RolnBol.com Customer Care Manual

2. IMPORTANT RULES •  Customer care can NEVER change a member’s password •  Customer care NEVER knows a member’s password • Customer care NEVER knows a member’s credit card information

3. Answer the Phone • Customer Care: This is RAHUL (your name). How may I help you? • IF Member: Do you speak Hindi/Urdu/Gujarati/etc.? • Customer Care: [If you know the language] Yes, I can help you in Hindi/Urdu/Gujarati/etc. •  Customer Care: [If you DO NOT know the language BUT someone else on duty does] Let me transfer you to a person who speaks Hindu/Urdu/Gujarati/etc. • Customer Care: [If you DO NOT know the language AND NO ONE else on duty does] I’m sorry but I don’t speak Hindu/Urdu/Gujarati/etc. If you wish I can help you in English. • Customer Care: How may I help you today?

4. Types of Activities • Member: New Account (go to slide 5) • Member: Recharge Account (go to slide 20) • Member: Auto Recharge (go to slide 42) • Member: Log in or Sign up error messages (go to slide 28) • Member: Forgot email (go to slide 36) • Member: Forgot password (go to slide 37) • Member: Change password (go to slide 37) • Member: Change email (go to slide 41)

5. New Account • Reminder: Whenever the signup process is completed, ALWAYS use Forgot Password link so that the customer can set their own password. Even if member leaves the process in the middle and you have signed them up with their email, ALWAYS use Forgot Password link so that the customer can set their own password. BUT this reminder is for new accounts only. • Customer Care: Sure I can help you with that. It will be secure and fast for you to open an account on our website. Would you like to do that or would you prefer me to open an account for you? • Member: Yes, please open an account for me (go to slide 5) • OR • Member: Thanks, I will go online to open an account. • Customer Care: Is there anything else I can help you with today? • Member: No, thank you. • Customer Care: Thank you for calling RolnBol. Have a great day. [Hang up the phone].

6. New Account (contd.)Plan to Purchase • Customer Care: Our preferred plan is Hum Safar and I can sign you up for it. • Member: Yes • OR • Member: What other plans do you have? • Customer Care: [Explain all the available plans and their benefits and differences] • Member: I would like to purchase XYZ plan

7. New Account (contd.)Sign Up for New Account (1 of 3) You are now ready to open the account for the customer. [Provide two major terms and conditions and then tell member that they can read the rest on the website] Customer Care: At this moment I will open your account on the basis that you will read the terms and conditions on our website rolnbol.com. If you don’t agree please say no or you can always return within 24 hours if you don’t agree.

8. New Account (contd.)Sign Up for New Account (2 of 3) • Customer Care: Would you provide me your email address? • Member: My email address is xyz@example.com • Customer Care: [Confirm the email address they just provided you. Explain them that they can use the online secure account in future if they find the need.] OR • Member: I don’t have an email address OR I don’t want to give you my email address. • [In this case use the email address like primary_phone_number@rolnbol.com (for example, 5125551234@rolnbol.com ). Since you don’t have the phone numbers yet, ask for one phone number now and write it in the form as well.]

9. New Account (contd.)Sign Up for New Account (3 of 3) • Go to https://www.rolnbol.com/signup/ and enter the member’s email address that you also wrote in the form provided to you. • DO NOT ask them for a password to this new account. • DO NOT tell them their password. Instead, give them temporary password at END of process • Pick a password from the list provided to you. DO NOT pick the same password for two new customers in a row. • If no list has been provided or is not handy at the time, pick a random password following the rules provided at the bottom of the sign up page • Click on Agree to Terms and Conditions. • Enter the captcha code and click the Secure Sign Up button

10. New Account (contd.) Enter Phone Numbers (1 of 2) • Customer Care: I am about to assign local access numbers to your registered phone number • Tell member each phone number one by one and ask what state and city they would like the local access number for • If you find the city in the list, select it and click ‘Add’ • If you cannot find the city in the list, ask them what is the closest biggest city to them?

11. New Account (contd.) Enter Phone Numbers (2 of 2) • If that city is also not available, select ‘I need local access number’ from the list and click add • If the closest biggest city is available, go to http://www.localcallingguide.com/lca_rcdist.php and enter member’s NPA and NXX and the local access number’s NPA and NXX in the form and click ‘Submit’ • If the result says it’s a local number, you can assign them the local access number for the closest biggest city • If the result says it is NOT a local number, select ‘I need local access number’ from the list and click add. Tell them we are assigning a temporary toll free number and that we will provide you a local access number soon • After each number has been added, tell member the local access number assigned to it. • Once all numbers have been entered, click ‘Done’ or ‘Next’ as the case may be.

12. New Account (contd.)Select Plan (1 of 2) • Since the customer has already decided which plan to purchase, you simply need to confirm it. • Customer Care: You decided to purchase XYZ plan. How much you would like to purchase today? You can purchase $25, $50, or $100. Please be advised that we don’t allow recharges one day after you sign up with us. This is for your account’s protection. • IF Member: Do you have anything less than $25? • THEN Customer Care: Yes, we have $10 also. • Member: Yes, I would like to purchase $25 • Customer Care: Thank you. You are purchasing $(whatever the customer said). Is that correct?

13. New Account (contd.)Select Plan (2 of 2) • IF member decided to purchase more than $25.00 • Customer Care: Customer security is our number one priority at RolnBol.com. To avoid misuse of credit card, we have placed manual verification process. Within 24 hours you will receive a phone call from our customer care team to verify your information. For new customers we have authorized $10 to your account. Once information has been verified, hold will be removed and remaining balance will be available immediately.

14. New Account (contd.)Billing Information (1 of 5) • Customer Care: I will need your billing information to complete the process. We accept Via, MasterCard, and Discover. [We DO NOT accept American Express, PayPal, check, money order, or cash.] [Ask them one by one information for each line in the form. Once they provide each piece of information, repeat it to them for confirmation. DO NOT write down the credit card information anywhere] • If you get any errors, know what they mean.

15. New Account (contd.)Billing Information (Error 1) (2 of 5) Error: This credit card is already active in 2 accounts. You may not use this card for this accountCustomer Care: We only allow one credit card to be used in only 2 accounts for security purposes. The credit card you are using is already being used in 2 accounts. Is there any other credit card you can provide me?

16. New Account (contd.)Billing Information (Error 2) (3 of 5) Error: Your credit card information could not be verified successfully This is a serious issue because our records indicate this credit card may have been used for fraudulent activity. Write an email to noc@voiptelusa.com, giving as much detail about the customer as possible, including name, call back number, credit card information. Customer Care: Can you please give me your name and call back number? I will call you in 30 minutes. There seems to be a problem with the credit card and it is not being accepted. Would you like to use another credit card?Member: No, I do not have any other credit card.Customer Care: In that case I am sorry I am not able to complete the sign up process using this credit card. We have created an account for you but the setup process will not be complete unless you select and purchase a plan. There’s no rush to it. You may go online and login to your account to purchase it when you want. Or you can call us back and we will be happy to help you complete the process.ORMember: Yes, I have another credit card.Customer Care: [Take details one by one and try again]

17. New Account (contd.)Billing Information (Error 3) (4 of 5) Error: Your credit card information could not be verified. Please make sure you have entered it correctly. This could happen if either they provide incorrect information or you did not enter it correctly. Reconfirm all information and try again. If it still happens after three tries, send an email to noc@voiptelusa.com, giving as much detail about the customer as possible.Customer Care: I am sorry for some reason your credit card is not being accepted. Would you like to use another credit card?Member: No, I do not have any other credit card.Customer Care: In that case I am sorry I am not able to complete the sign up process using this credit card. We have created an account for you but the setup process will not be complete unless you select and purchase a plan. There’s no rush to it. You may go online and login to your account to purchase it when you want. Or you can call us back and we will be happy to help you complete the process.ORMember: Yes, I have another credit card.Customer Care: [Take details one by one and try again]

18. New Account (contd.)Billing Information (5 of 5) • Once all information has been successfully entered and plan has been purchased, you will see a Thank You page. It displays their registered phone numbers and local access numbers. • Customer Care: Congratulations you are ready to make calls. Would you like me to repeat your registered phone numbers and their local access numbers? This information is always available to you whenever you log in to your RolnBol.com account. • Member: Yes, please repeat them to me • Customer Care: [Repeat the information] OR • Member: No • Customer Care: Thank you. I also want to tell you about our speed dial feature. It allows you to set a speed dial code so you don’t have to dial your frequently called numbers all the time. Would you like to know more about it? • Member: Yes, please tell me more about it (go to page [not implemented]) OR • Member: No, I don’t want to use this feature. • Customer Care: Thank you for signing up with RolnBol.com. Is there anything else I can help you with? [Hang up if they don’t want any other assistance]

19. New Account (contd.)Final Step • Since the member does not know their password, and we do not tell them the password, they can’t login. Therefore, we need to send them a Forgot Password link. • Logout of RolnBol.com if you are logged in • Go to https://www.rolnbol.com/forgotpassword/ and enter the member’s email address and captcha information; click ‘Send new code’. Member will receive an email to reset their password. • Whenever the process is completed, ALWAYS use Forgot Password link so that the customer can set their own password • IF member insists on a temporary password, tell them the password you used to create their account

20. Recharge Account • Member can recharge only $100 per week (7 days). If they want to recharge more, they need to provide us a copy of their ID and credit card on file. They must fax it to us at +1 512 275 0765. • Member can recharge only $200 per month (30 days). If they want to recharge more, they need to provide us a copy of their ID and credit card on file. • Only two transactions are allowed per day. • New account cannot recharge within the first 24 hours. After 24 hours have passed, they can recharge. Not even customer care can recharge an account within the first 24 hours.

21. Recharge Account (cont’d) • Log in to RolnBol with member’s phone number or email address. ALWAYS ask phone number first and try to log in. IF it doesn’t work THEN ask member’s email address and try to log in.

22. Recharge Account (cont’d)Fraudulent Account • If after log in you see that the account has been marked as fraudulent, get as much information as possible from member, such as their name, call back number, location, and forward this information to NOC • DO NOT recharge the account • Tell member that you will call them back within 30 minutes

23. Recharge Account (cont’d)Good Account (1 of 5) • Ask member to confirm the last 4 digits of their credit card on file with us in the Billing page • Ask member to confirm the zip code of their credit card on file with us in the Billing page • If either one of the information is correct, you can recharge • If both are incorrect, ask member their call back number and tell them you will call them in 30 minutes. Contact NOC immediately.

24. Recharge Account (cont’d)Good Account (2 of 5) • Go to ‘Recharge’ page under ‘My Account’ • Ask member how much they want to recharge • If they provide an option not available in the list, tell them the available options • Select the amount from the list and click ‘Recharge’ button

25. Recharge Account (cont’d)Good Account (3 of 5) • On order confirmation page, tell member the amount that will be credited to their account and any fees that apply • Tell member the total amount their credit card will be charged • Ask them if they agree to the total • If they agree, confirm recharge • If they don’t agree, ask them how you can assist them further

26. Recharge Account (cont’d)Good Account (4 of 5) • If you get an error during recharge, try TWO more times using their existing credit card • If you still get error, ask member if they want to use another credit card • If they say yes, select ‘New Card’ from the list and click confirm. Get and enter new CC in the billing page that opens now. • If they say no, tell them you are not able to recharge

27. Recharge Account (cont’d)Good Account (5 of 5) • A recharge confirmation message will be displayed • Tell member they will receive two emails: one for the recharge request and the other when their credit card is charged • Ask them if you can assist them with something else. If they don’t want more help, hang up the phone

28. Sign Up or Log In Error Messages • Ask member what kind of error message they are getting

29. Sign Up or Log In Error MessagesError 1 Error: For security reasons you do not have access to RolnBol • This indicates that the account has been blacklisted but DO NOT tell them that • Get member’s name and call back number and tell them you will call them in 30 mins • Contact NOC and give details

30. Sign Up or Log In Error MessagesError 2 Error: For security reasons RolnBol service is not available at your location • DO NOT tell member that this happens when the member’s IP address (location) has been blacklisted • Get member’s name and call back number and tell them you will call them in 30 mins • Contact NOC and give details

31. Sign Up or Log In Error MessagesError 3 Error: RolnBol.com service is not available in your area • RolnBol is available only to members in USA and Canada and if anyone tries to sign up or log in from outside, they will get this message • Get member’s name, call back number, and location, and tell them you will call them in 30 mins • Contact NOC and give details

32. Sign Up or Log In Error MessagesError 4 Error: You cannot login because you have not signed up with RolnBol • Member may be entering their email address incorrectly • Member has not signed up with RolnBol

33. Sign Up or Log In Error MessagesError 5 Error: You are not allowed to login until [some date and time] • The user has been temporarily disallowed from logging in • They need to wait until that time to log in

34. Sign Up or Log In Error MessagesError 6 Error: Your RolnBol.com account is temporarily unavailable • Member’s account has been disabled • Get member’s name and call back number, and tell them you will call them in 30 mins • Contact NOC and give details

35. Sign Up or Log In Error MessagesError 7 Error: This account is now locked after multiple failed logins. Read email sent to you. • When a member tries to login multiple times and fails, their account is locked • This is for security purposes in case someone else is trying to access their account • They should receive an email automatically asking them to reset their password • Contact NOC

36. Forgot Email • Request member for their phone number and copy of their ID • Tell them we will call them at their number to let them know the email address on file • Contact NOC

37. Forgot Password • Customer care NEVER knows a member’s password • Customer care can NEVER change member’s password • Use the https://www.rolnbol.com/forgotpassword/ link and enter member’s email address • Tell them to check their email and follow instructions in it

38. Forgot Password (cont’d)Error 1 Error: Your account is suspended so you cannot reset your password • Member’s account has been disabled • Get member’s name and call back number and tell them to try again in 30 mins • Contact NOC with all information

39. Forgot Password (cont’d)Error 2 Error: Your account is disabled so you cannot reset your password • This is a blacklisted account and could be involved in fraudulent activity • Get member’s name and call back number and tell them you will call them in 30 mins • Contact NOC with all information

40. Forgot Password (cont’d)Error 3 Error: This email does not exist in our system. • Member may be entering their email incorrectly or they may be entering an email not registered with RolnBol • Ask them to make sure they are entering their email correctly

41. Change Email • Request member for their phone number and verify the last 4 digits of their credit card and zip code • Tell member you will call them back in 30 mins • Contact NOC and give details

42. Auto Recharge • Auto recharge allows members to have their accounts recharged if they fall below a certain threshold amount • Members may enable or disable auto recharge at any time • Ask members what amount they would like to set for auto recharge and set it • Once confirmation is received, confirm it to member as well