Customer Experience Manual 2012

CED Work Processes & Procedures

EXPRESSO GHANA

CUSTOMER EXPERIENCE DEPARTMENT WORK PROCESSES & PROCEDURES

MANUAL

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Table of Content

Page No.

0.0 Introduction…………………………………………………………………..………… 4

1.0 Welcoming & Seeing Off Customers at the Customer Experience Center………......... 5

2.0 Prepaid Sales …………………………..…………………………………………......... 5

3.0 Customer Requests for Data Service…………………………………………………... 6

4.0 Customer Request for a Phone Accessory……………………………………………... 7

5.0 Customer Request for Voucher Card…………………………………………………... 7

6.0 Customer Request for a Direct Top–Up of Account……………………………….….. 7

7.0 Protocol Top-Up……………………………………………………………………….. 8

8.0 Cash Collection……………………………………………………………………….... 8

9.0 Receiving and Managing Complaints………………………………………………..… 9

10.0 Managing Inquiries…………………………………………………………………..… 9

11.0 A Customer Requests for Equipment Exchange……………………………………..… 10

12.0 A Customer Requests for Equipment Replacement……………………………………. 10

13.0 Customer Complains Of a Faulty Device/Accessory………………………………..… 11

14.0 A Customer Makes a Request for Bounce Pin Reset………………………………...… 11

15.0 A Customer Requests for Credit Transfer………………………………………..……. 12

16.0 Credit Transfer From Account To Account – Siebel Transfer………………………… 12

17.0 A Customer Complains Of Damaged/Misplaced RUIM…………………………….… 12

18.0 A Customer Complains Of Being Blacklisted……………………………………….… 13

19.0 A Customer Complains Of Voucher Loading Difficulty…………………………….… 13

20.0 Requests for Suspension of Account - Stolen Phone……………………………...…… 14

21.0 A Customer Requests for Resumption of Account………………………………..…… 14

22.0 A Customer Requests for CLIR Number Activation……………………………...…… 15

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23.0 A Customer Requests for Special Number Activation………………………………… 15

24.0 A Customer Requests for Accounts Number Swapping………………………..……… 16

25.0 Activation of New Account - Customer Supplied Phones (Own Phones)…………...… 16

26.0 Customer Request for Change of Ownership………………………………………….. 16

27.0 Customer Requests for Value Added Service………………………………………….. 17

28.0 Customer Requests for Number Registration……………………………………..…… 17

29.0 Mobile Number Portability……………………………………………………..……… 17

30.0 Replacement of Faulty Phone- Within warranty………………………………….…… 18

31.0 Transfer of Credit………………………………………………………………………. 19

32.0 Lost Credit- Restoration………………………………………………………...……… 19

33.0 Staff Modem/ Credit Sale Guidelines………………………………………..………… 20

34.0 Buffer Modem Replacement…………………………………………………………… 21

35.0 Multiple Activation of Bundle…………………………………………………….…… 21

36.0 KPI – Key Performance Indicators/Flowcharts…………………………………..… 23

37.0 House Rules …………………………………………………………………………… 29

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INTRODUCTION

This document details the work flow process for the customer Experience Department (CED) in Expresso Ghana. Each of the process has a defined starting point and defined outputs or results

The document clearly explains how the respective CED agent works and illustrates the logical flow of their duties. It relates the outputs of each step to the inputs of the subsequent step

Also, accompanying each process flow, is a procedure of the step by step instructions for carrying out the work described in the process

The document also provides an overview of our “promise” to the customer, the defined K.P.I.’s.

Overall Objective

To ensure Expresso Ghana customers’ needs are dealt with in a professional manner.

To manage Expresso Ghana customer from point of entry

1.0 Welcoming & seeing off customers at the Customer Experience Center (CEC) – security personnel & Customer relation role at the CEC.

Security Personnel opens door for customer to enter CEC

Security Personnel verbally welcomes customer into CEC

Security Personnel ushers customer into the next available waiting chair

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Security Personnel directs customer to the next available CS agent.

Team Lead should make sure that no customer is seated unattended to for more than 5mins.

Team Lead should always reassure customer who has waited for 5mins without any assistance

After Customer has been pleasingly served by agents, Security personnel says thank you and politely opens door for Customer as he/she leaves our premises.

2.0 PREPAID SALESRetail Shop/Experience center Prepaid CDMA Wireless Procedures

Customer requests for Prepaid CDMA Wireless Phone

Agent/Rep. welcomes customer

The Agent/rep verbally carries out a needs analysis. This includes understanding the type of customer, what they want to do with the service, period of use, customer budget, location, etc

Display or show to customer various products available for customer to make his/her own choice.

Enquire from the customer about the particular model of his/her choice or give out the various models for him/her to make a choice

Ensure that customer is satisfied with the price of the chosen phone

Complete customer registration in Siebel CRM

Customer effects payment to the cashier

Install a new asset for the customer

Top up the required minimum amount of free airtime

Dial 123 to test the earpiece and service signal of the handset.

Enter the necessary information into Siebel to generate system receipt for the payment.

Stamp both copies of the receipt and give a copy to the customer

Educate customer on usage, services and after sales service and give necessary fliers or brochures about the products

Enquire if there is any other need customer might have and assist if any

Thank the customer for choosing Expresso

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a) When Siebel is not working

Explain to customer that activation of the phone may delay due to system failure or downtime

Complete customer registration form as well as details of the phone. Email address must updated if given

Collect payment and issue manual receipt

Enquire from customer how else he/she might be reached if system is still down and reassure him/her they will be contacted once activation is complete

Contact customer when activation is complete and close sale

3.0 CUSTOMER REQUESTS FOR DATA SERVICE (Modem/Dial-up/Router)

The Agent/rep welcomes the customer

The agent enquires from customer to determine what he/she wants to do with

the service and assesses intended location of use

Agree with customer on the most likely performance or experience at the

intended location of use

If agreed, the customer registration details are captured in Siebel CRM and

this should include an email address or a social networking platform contact if

any

Order is completed and payment is made to the cashier

The agent/rep tests the device to ensure it is functioning properly

Customer is taken through the processes of connection, disconnection and

credit recharge of the device

Demonstration of web portal usage

A Data user guide is issued to customer as well as our contact numbers and

Expresso contacts on all social media platforms


Thank customer and close sale

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4.0 CUSTOMER REQUEST FOR A PHONE ACCESSORY

Agent/rep welcomes the customer and takes his complaints

Device is tested with customer accessory to ascertain complaint

Agent/rep tests customer device with our stock of accessory

The customer is informed about the cost of accessory required and it is then sold in Siebel CRM. Attempt to up sell/cross sell any product/service available that might interest this particular customer

Receipt is generated and a copy of it is stamped and issued to customer

Rep should identify location of customer and link him/her to a retailer there, should also introduce E’top- up option


Thank customer and close the sale

5.0 CUSTOMER REQUEST FOR VOUCHER CARD

Agent welcomes customer and finds out the value of card he/she is purchasing

Repeat voucher amount for customer confirmation

Card is sold in Siebel CRM after payment has been made to the rep. and a receipt is generated for customer

The receipt is stamped and a copy is given to customer

Rep should identify location of customer and where possible, link he/she to retailer there, should also introduce E’top- up


Thank customer and close sale

6.0 CUSTOMER REQUEST FOR A DIRECT TOP–UP OF ACCOUNT

Cash Top – Up

Agent/rep welcomes customer and takes the MDN of the customer

Repeat MDN for customer confirmation.

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Repeat amount requested and await customer’s confirmation

Customer account is confirmed cash payment made to the rep and required amount is credited

A receipt is generated and issued to customer

Verify receipt of top-up if device is available / do next day follow up call to confirm successful top-up.


Agent/rep thanks customer and closes sale

7.0 Protocol Top-Up

Agent/rep welcomes customer and takes the MDN of the customer

Customer account is confirmed

The customer is asked to confirm top-up amount and the required amount is credited

A memo is put unto the account to indicate it is a protocol account

Update customer account with email address if any


Rep should identify location of customer and link he/she to retailer there, should also introduce E’top- up

Agent/rep thanks customer and closes sale

8.0 CASH COLLECTION

Cash is collected when an item/service is being paid for.

Customers move to the cash desk with a copy of the registration/service form at the end of the transaction for payment.

Staff requests for the forms and the money, and then issues a Siebel system receipt/writes Expresso invoice if Siebel is not working.

Cash amount of item is crosschecked against actual money received.

Stamp both copies of the receipt and add a warranty note if necessary

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Customer returns with the receipt to the sales desk and collects the item purchased or paid for (that is mostly with phones).

Staff keeps the money in the appropriate cash drawer or the mini safe and keeps it under lock.

An analysis report which captures all the cash and cheque received is prepared making reference to payment and cash top-ups report in the Siebel Reporting tool.

Agent/Rep ensures that all items are sold through ERP.

Prepare a bank pay-slip which captures the denominations received and the total amount received for the day for banking.

Center Manager crosschecks the reports against the payment

Make available the banking pay in slip and the total cash for collection by 8am the next day.

9.0 RECEIVING AND MANAGING COMPLAINTS (WALK-IN AND PHONE-IN)

Agent/rep welcomes customer

Acknowledge the customer’s concerns with empathy and understanding.

Agent/rep politely asks customer to hold if assistance or information will be sought from others (Do not keep customers on hold for more than 3 mins)

Customer complaint is logged into Seibel CRM

Agent/rep assesses the nature of the complaint, establishes the cause(s) of the problem and resolves

Where necessary escalate to the relevant department and agree on an action plan with the department concerned

If complaint cannot be resolved immediately, customer is informed of the expected time of resolution

Inform customer when complaint is resolved and thank customer for their loyalty

Attempt to Cross sell/up sell to customer after satisfactorily resolving all complaints

Update customer account with Email address if any

10.0 MANAGING INQUIRIES – (WALK-IN/PHONE-IN)


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Listen to the customer, understand and respond appropriately and satisfactorily to all questions

Express appreciation to the customer for the inquiries.

Agent/rep politely asks customer to hold if assistance or information will be sought from others (Do not keep customers on hold for more than 3 mins)

Take customer/prospects contact number/information for future business

Ask if there is any other assistance you could offer

Use opportunity to cross sell/up sell to customer after satisfactorily handling all inquiries


Thank customer for coming/calling through

11.0 A CUSTOMER REQUESTS FOR EQUIPMENT EXCHANGE

Equipment exchange is a replacement of a device which is within warranty with a different make of device

The agent/rep welcomes the customer and assesses the complaint of the customer

The device is given to the in-house technician to assess the nature of the problem and give his approval for exchange

The customer is informed of the difference to be paid if applicable

The agent/rep captures the new and old handset information on equipment exchange form

Customer asset information is modified in Siebel CRM to capture details of new device

Take customer/prospects contact number/information for future business


Agent thanks customer and closes sale

12.0 A CUSTOMER REQUESTS FOR EQUIPMENT REPLACEMENT

Equipment replacement is when an old device which is within warranty, is replaced with a new one of the same make.

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The agent/rep welcomes the customer and accesses the complaint of the customer

The device is given to the in-house technician to assess the nature of the problem and give his approval for exchange

The agent/rep captures the new and old handset information on equipment replacement form

Customer asset information is modified in Siebel CRM to capture details of new device

Update customer’s account with Email address if any

Agent thanks customer and closes sale

13.0 CUSTOMER COMPLAINS OF A FAULTY DEVICE/ACCESSORY

Agent/rep welcomes customer and takes complaints

The agent/rep does a preliminary assessment of the device to ascertain fault

Fault is resolved if it can be done immediately by the agent/rep

Problem is escalated to in-house device technician if it requires experts advice/attention

If fault cannot be repaired immediately, customer is given two working day to pick device but should be notified if repair works are likely to go beyond the second day

An equipment servicing form capturing customer and device information is filled and issued to the customer

Customer is called to pick up device after repairs and necessary payment is made upon collection

If phone is not repairable, the customer is given the option of replacement or exchange if within warranty otherwise customer is advised to get a new device

Cross sell/up sell and upgrade contact information for future interaction

Update customer’s account with email address if any

Agent thanks customer and logs complaint

14.0 A CUSTOMER MAKES A REQUEST FOR BOUNCE PIN RESET

The default pin for credit bounce activity is 1111

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Agent welcomes customer and receives request of pin reset

Agent/rep logs into customer profile in Siebel CRM and confirms identity

Pin is reset to default and customer is asked to set new Pin

Cross sell/up sell and upgrade contact information for future interaction


Agent/rep closes activity and logs complaint

15.0 A CUSTOMER REQUESTS FOR CREDIT TRANSFER

CREDIT TRANSFER FROM DEVICE TO DEVICE- BOUNCE

Agent/rep welcomes customer and receives complaint/enquiry

The agent takes the customer through the process of setting bounce Pin and bouncing credit to another Expresso MDN

The customer is asked to try the process

The agent cross sell/up sell to customer after satisfactorily addressing customer issue


16.0 CREDIT TRANSFER FROM ACCOUNT TO ACCOUNT – SIEBEL TRANSFER

A customer request for transfer of credit from account to another Expresso account due to inability to bounce inaccessibility

Agent/rep welcomes customer and receives complaint/enquiry

Agent requests for proof of ownership of the account and any form of ID

A customer credit transfer form is issued to be filled by the customer.

The completed form is forwarded to the CSM/Internal Control for approval.

The amount to be transferred is done in SIEBEL.

Agent check the account to ensure transfer is complete


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Agent cross sell/up sell to customer and thanks him for doing business with us if no further business is required

17.0 A CUSTOMER COMPLAINS OF DAMAGED/MISPLACED RUIM

A customer complains of his device displaying invalid RUIM or emergency.

The agent/rep welcomes the customer and receives complaint

Agent reassures of help and explains what can be done

Customer details is confirmed in Siebel

Agent/rep checks if the ICCID of the faulty RUIM matches with the one assigned on the SIEBEL interface

Check the installed asset in SIEBEL if it’s an EVDO account or Mobile Plan and use the appropriate RUIM

Migrate the MDN unto a new RUIM on the SIEBEL interface

Dial 123 to check the success of the migration

Educate customer on how RUIMs get damaged and cross sell/up sell to customer


Agent/rep thanks customer and logs the complaint

18.0 A CUSTOMER COMPLAINTS OF BEING BLACKLISTED

A customer complains that the number is blocked and phone cannot place call but can receive and he is prompted to contact customer care

Agent/rep welcomes customer and receives complaint

The status of the MDN is checked from SIEBEL to ensure the account is not blacklisted

If blacklisted, the agent/rep frees the MDN from blacklist and confirms completion

Agent/rep educates the customer on the causes of the blacklist (ie. Insistent loading of wrong/inactive voucher pin)

Agent/rep cross sell/up sell to customer, thanks him and logs complaints

Update customer contact information/contact number

Update customer’s account with email address if any

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19.0 A CUSTOMER COMPLAINS OF VOUCHER LOADING DIFFICULTY

NOTE: A customer complains of unsuccessful attempts at recharging an account with the prepaid cards

The agent/rep welcomes the customer and receives complaints

Agent/rep enters the card details on the trouble ticket at the Siebel interface to check if the card is used

If card is used, customer is informed and given the MDN and time credit was used

If there are no records on the card or it is inactive, the card details are sent the finance department by mail for investigation with internal control and billing department in copy.

The response to your mail will give the details of the card which will give further directives to either change the card or otherwise

Agent/rep informs customer when issue will be resolved and is asked to either wait or call later if it will delay

Do a voucher top up for the MDN given and call the customer to confirm if successful

Update contact information and alternative contact number

Update customer Email address if any

Thank the customer and close the activity

20.0 REQUESTS FOR SUSPENSION OF ACCOUNT - STOLEN PHONE

Proof of ownership is critical in this activity and is done for only walk in customers

Agent/rep welcomes customer and receives complaint

Agent requests for customer’s photo ID

The agent verifies the account details of the customer to confirm ownership and the motive for the suspension of the account

The MDN is called through and if answered called party is engaged in conversation to further ascertain ownership

Temporary disconnection form is issued, filled with customer details and signed by customer

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MDN is temporarily disconnected at the request of the customer and a memo is put on customer’s account



Customer is encouraged to get a new device and complaint is logged

21.0 A CUSTOMER REQUESTS FOR RESUMPTION OF ACCOUNT

Agent/rep welcomes customer and receives the request for resumption of account

Agent/rep verifies the ownership of the account

A reconnection form is issued, filled and signed to that effect.

Agent proceeds with resumption

Agent/rep cross sell/ups sell to customer after satisfactorily, handling customer issue



Agent/rep logs the resumption of, thanks the customer and closes the activity

22.0 A CUSTOMER REQUESTS FOR CLIR NUMBER ACTIVATION


Customer MDN is entered on SIEBEL to ascertain ownership and identity of customer

Agent/rep explains CLIR calendar-year payment terms to customer

CLIR form is given to customer to be filled and signed

Request is submitted via Email to the CED manager for approval with a scanned copy of signed form

Upon approval by the CED manager and payment for the service, the feature is activated on the account for the customer

Update customer Email address if available

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Agent logs the activity and closes the sale

23.0 A CUSTOMER REQUESTS FOR SPECIAL NUMBER ACTIVATION

The agent welcomes the customer and receives the request

Checks are made on the availability of the number on the Expresso network by calling through

Account is registered in SIEBEL before special number activation is done.


Agent uses opportunity to up sell airtime of any amount

Agent enquires if customer might require anything else and assist if any

Agent/rep thanks the customer and closes the sale

24.0 A CUSTOMER REQUESTS FOR DEVICE CHANGE

A customer requests for an old number to be put on a different device

Agent/rep welcomes customer and receives the request

Agent/rep checks whether the phone is CDMA 2000 1X compatible (if customer owned) and ensures it is not encoded

Agent confirms ownership of account in Siebel by obtaining proof of ID

Agent/rep request for an appropriate un-assigned RUIM ( for RUIM phones) or program the number on the phone and extract the ESN

The account is swapped unto a new RUIM/ESN in SIEBEL.

Customer confirms success and the agent closes the activity

Up sell, Cross sell, reliable contact number and other contact number requested


25.0 Activation of New Account - Customer supplied phones (Own Phones)


Agent/rep check whether the phone is CDMA 2000 1X compatible

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A new account is created in Siebel after customer details are registered

The customer is required to purchase an initial top up after activation is complete

Up sell, Cross sell, reliable contact number and other contact number


The agent/rep gives the customer a mobile user guide and closes the activity

26.0 CUSTOMER REQUEST FOR CHANGE OF OWNERSHIP

A customer requests that account details be transferred to a new customer

Agent/rep welcomes customer and receive the request

Agent/Rep ascertain reason for switch

Agent/Rep requests photo ID from both parties

Agent/rep ascertain ownership of the account and proceeds with the changes

Details of new customer are taken and modified in Siebel CRM

The agent/rep cross sell/up sell to new owner after satisfactorily handling the customer request

Agent/Rep politely demand reliable contact number, any other number and customer location

New owner’s Email address is updated

Agent/rep thanks customer, logs issue and closes activity

27.0 CUSTOMER REQUESTS FOR VALUE ADDED SERVICE

Some of the products are free and others are for sale


Agent/rep confirms account details of customer and proceeds with activation

New products are added and all necessary payments are made

Agent/rep cross sell/up sell to customer after fulfilling customers request


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Email address is updated

Agent/rep thanks customer and closes activity

28.0 CUSTOMER REQUESTS FOR NUMBER REGISTRATION


Agent/rep receives and verifies documents necessary for registration

Agent/rep proceeds with actual registration and resumption of account

Agent/rep cross sell/up sell to customer


Email address is updated

Agent/rep logs the request, thanks customer and closes the activity

29.0 MOBILE NUMBER PORTABILITY

Note: A porting customer is required to acquire a CDMA 2000 1x compatible handset.


Agent/rep explains to customer, the requirements for number portability

The agent/rep calls through the customer number to ensure it is active

Customer details is registered and activation is carried out (Email address should be updated if available)

Agent/rep triggers Port In and send ‘Port’ to 600 on the customers phone

The status in Siebel should read ‘initiated’ before checking availability

The customer will receive a message to confirm completion of the process

30. REPLACEMENT OF FAULTY PHONES-WITHIN WARRANTY

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If a customer’s phone becomes defective within the given warranty period per the clause on the warranty note and you have to replace, do so, following the following steps:

Inspect and examine phone for conditions that could disqualify it for replacement.

If satisfied, verify proof of purchase and first date

If phone is within warranty period, replace with same or similar-valued model(if allowed at this time) free of charge and update appropriate records

If same or similar value phone is not available, encourage/persuade customer to top up for a higher graded phone and update records

If the customer opts for a higher phone model, explain the cost implications and if agreed go ahead to do it, and ask him to pay the difference.

If customer is unable to top up , offer a downgrade phone for customer if available and refund difference with REFUND IMPREST; update records accordingly

If customer is still dissatisfied, make a total refund from imprest and update records.

Retrieve old phones from customer and return same to Admin dept (Device Unit) using the Returns Waybill/book

31.0 TRANSFER OF CREDIT

Conduct all necessary checks to ensure any of the following conditions exist prior to credit transfer:

o Phones of customers/staff damaged beyond repair and customer is not willing/ready to get a new phone but wants to use credit on the faulty to be transferred to another working phone he owns.

o Temporary/permanent disconnections resulting from missing or stolen phones.

o Situations as may be sanctioned by the CE Manager in consultation with the CE HOD and CFO.

Verify and ensure that the customer/staff owns the account or CLI requiring the transfer

Verify the account/CLI receiving the transfer to ensure that the customer/staff is sure of the recipient account.

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CEM or Officer acting on behalf of the CEM must authorise the transfer, upon meeting the above conditions.

Complete the Credit Transfer Form to request transfer of credit from one account/CLI to another; state clearly the reasons for the transfer.

Keep copy of the Credit Transfer Form for reference and audit purposes.

32.0 LOST CREDIT- RESTORATION

A customer who is convinced his airtime has been genuinely lost must communicate this to the customer service officer or agent who will test and confirm the customer’s claim.

Officer/ Rep conduct all necessary checks to verify ascertain customer’s claim

Officer/Rep send mail to Billing Team to confirm complaint

If confirmed send mail to CEM for approval to restore lost credit

The CEM verifies independently the customer’s compliant to confirm or disprove customer’s claim

CEM approves if confirmed (via same Email thread) for center manager to credit account

The officer prints and files both approved email thread and the duly completed CRAF.

33.0 STAFF MODEM/CREDIT SALE GUIDELINES

Staff who have bought or apply to buy modems or credit under the STAFF SALES SCHEME, must note and strictly abide by the following terms:

Staff shall not sell their modems by using company resources , within their offices and during working hours

No staff shall create artificial shortages by preventing a customer from acquiring the modems at our authorized sales points (diversion of company sales)

No staff shall sell the modems above their authorized price Staff would be supplied with registration forms for the number of modems

bought and they shall be required to register all customers sold with modems using their photo IDs.

Staff must acknowledge receipts of cash for modems sold to customers by signing their names and signatures (staff numbers)

Under no circumstances must staff issue out company VAT receipts/invoice for sale of their personal modems

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Modems will not be supplied to staff on credit basis.

34.0 BUFFER MODEM REPLACEMENT

The following conditions must be noted prior to modem replacement:

Going forward, new MDNs will be issued for all stolen or missing modems. This is to prevent the situation where a migrated modem shares its bundle with the supposedly missing one or stolen ones.

Customers whose volume is less than 1GB would have to top up to activate a bundle after RA adjusts their account with the equivalent of the data volume they had before disconnection.

The following steps must be followed:

Check customer's data volume and credit balance

Notify the RA Team in a mail for restoration depending on the conditions above

Disconnect missing MDN using the steps below.

1. Search for the account

Select the ETG Wireless Service Ghana product2. Click on Disconnect button 3. Click on Verify button4. Tick the Payment Received check box5. Click on Submit button

Create and issue new MDN with buffer modem

Notify the RA team to restore the data volume and or credit balance.

35.0 Multiple Activation of Bundle

Conditions

When a CliQ customer complains of his/her inability to activate a bundle via sms:

1. Check the cause of the issue; it may be one of the following: a) Not having enough credit for the activation b) When AIA is down.

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2. Resolve the issue by asking the customer to top up if (a)3. If it is an AIA issue then you have to wait till it's fixed and do not attempt

sending order(s). Sending orders when AIA is down results in more complications for the account

4. Ask the customer to send the sms request again for the activation (it should work if credit is available and AIA is up)

5. Where none of these works, send a mail to EGH Billing and other relevant units for immediate assistance

6. In the event that the above does not work activate the modem from Siebel directly.

Controls

1. A request for adjustment on customer account must be sent to the EGH Billing and EGH RA team detailing the circumstances leading to the multiple bundle activation and recommendations thereof

2. No Rep/Officer is permitted to make adjustment to customer accounts unless specifically authorised to do so.

3. Rep/Officers who make adjustment to customer’s accounts will not only be required to refund credit in full but will be subjected to disciplinary action

Table 1:

35. KPI – KEY PERFORMANCE INDICATORS

Proposed KPI for CED:

FUNCTION KPI DEFINITIONTARGE

T MEASUREMENT

Service Provisioning

% of complaints and enquiry processed within 15mins turnaround time. 99% CRM Report

% of orders completed accurately first time 99% CRM/CC

% of orders successfully completed by agreed completion date (eg. Device repairs) 95% TSM Report

% of orders for data services - installed within instantly. 98% TSM Report

Call Center% of calls completed within 110 seconds (duration of call) 85% CCS report

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% of abandoned calls (against total calls) 5% CCS report

Customer Care% of complaints acknowledged within 24 hrs of receipt/feedback 99% TSM Report

% of complaints resolved within 3 working days (In special case of Device Repairs) 95% CRM/TT

% of trouble calls resolved within 8 working hours. 95% CRM/TT

% of network outages (service affecting) within 8 working hours 90% CN/ZTE/CRM

After Sales Services

% of CPE's repaired/replaced within 3 hours (E.g. Home Work Phones, Routers, etc) 90% CRM/TT/ADM

% of CPE's repaired/replaced within 3 working days 99% CRM/TT/ADM

Billing% of inaccurate CDR's per billing cycle 0.5% CSP/BL /LG% of bill invoices/statements processed on request as per billing cycle. 98% CSP/Billing / Legal

% of customers satisfied with overall services provision 98% CRM Report

Customer Satisfaction

% of customers satisfied with fault restoration response 98% TSM Report

LEGEND: TT – Trouble Ticket CC – Call Center CPE – Customer Premises Equipment BCD – Bills Complaint Desk CCS – Call Center Supervision CRM – Customer Relationship Management CN/ZTE – Core Network / ZTE ADM – Logistics & Administration BL – Billing LG - Legal

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Attending to Customer Enquiry/Complaints Sale at CEC

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Welcoming or Escorting Customers (By Security guard)

Faulty Modem Replacement (In the absence of buffer modems)

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28


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Contents

SECTION Page

1 Foreword 31

2 Appearance and General Conduct 31

3 Work Area 34

4 Attendance 35

5 Disciplinary Procedures & Counseling 39

Foreword

These apply to all employees in the Customer Service Department. It’s to provide guidelines for the professional, ethical, legal and socially responsible behaviour expected of all Customer Service Representatives.

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Section 1

APPEARANCE & GENERAL CONDUCT

1.1 General Conduct

1.2 Teamwork

1.3 Customers

1.4 Telephones

1.5 Telephone Etiquette

1.6 Appearance/Uniform

1. APPEARANCE & GENERAL CONDUCT

The Customer Care Centre is a first point of contact for our customers, impressions and opinions about our Customer Service Centre are largely created by the appearance and behavior of the employees. We should always remember the following:

1.1 General Conduct:

Do not chew gum; Sit in an upright posture Portray a pleasant disposition Be polite when addressing customers and/or colleagues; Behave well towards customers and colleagues, do not take matters

personally Be discreet about whatever you come to know in the course of performing

your duty Start conversation with every customer who comes to your desk with a

smile, greeting e.g. by asking “how are you” or “how can I help you today” ‘I’m here to help you’’

After a customer has been served, politely ask “is there anything else that I can help you with”

Say “thank you”, “good bye” or “have a nice day” before a customer leaves your desk;

Do not entertain family and friends during office hours, except when very necessary. In this case, your center manager or Team lead must be alerted so you may be excused.

1.2 Teamwork:

Teamwork is very essential for the work you do. So;

Do not be rude to a colleagues

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Do not withhold relevant work related information from a colleague Do not hesitate to offer help to your colleague

1.3 Customers:

Customers are the most important people to our company

Smile to a customer. It will not cost you anything Maintain eye contact with customers Do not leave a customer alone, should there be a need, excuse yourself

and come back ASAP – when you return, do thank the customer for waiting.

Do not leave a customer without explaining why - when you return, do thank the customer for waiting.

Treat all customers with courtesy irrespective of their personal appearance, attitude, needs or relationship. There will be no room or excuse for treating Customers impolitely.

Attend to all customers on a first come first serve basis Make all the necessary efforts to put every customer at ease and as much

as possible, avoid complaining Avoid getting into arguments with customers Do not handle irate or disruptive customers at your desk. Refer them to

your supervisor or move them away to a more private space

1.4 Telephones:

The toll free lines and other telephones at the centre are for business use only

Do not make or receive calls on your personal phone when a customer is waiting to be served

Personal mobile phones should be on silent or put on vibrate Mobile phones for other networks should not be used during working hours Enquiries from IT or any department in the company should be done

through the Outlook/webmail or telephones provided at the Centre. A personal phone should only be used when telephones provided are engaged

1.5 Telephone Etiquette:

The telephone is a very important business communication tool. Most often we communicate by telephone, so it is very important to know how to address people on phone.

As an employee and an agent, you voice is the voice of the company. What you say and how you say it is very important to the impression the customer has about the company. Every person is calling the company for a different reason, but they all have one thing in common: they want quality service!

The following are some general rules for good telephone conversation:

Keep a smile in your voice Phones in the center must not ring for more than three times Keep the tone and pace of your voice at an appropriate level Speak clearly and to the point

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Start a conversation with a greeting ( NEVER WITH A HELLO), followed by company name, individual name & offering assistance

Customer must hang up before you do Customer must finish speaking first, do not interrupt Ask the customer politely to hold – tell customer the reason why you need to

put him/her on hold. Try not to keep the customer waiting, and thank him for waiting

Do not raise your voice at a customer Remember to keep a pen & a pad in hand when receiving a call Remember to take notes so you can remember important points of the

conversation, especially the name and phone number of the caller Be patient with customers who can’t express themselves very well, find

someone to help you with the call if necessary. Speak a local dialect to a customer if you have to

Personalize by mentioning the customer’s name during a dialogue

1.5.1 Receiving Calls:-

Customer Care: - Thank you for calling Expresso Telecom, City Car Park Branch, My name is ……Name)…. How can I help you?

Calls on Hold: - “Could you please hold on while I check…..” When you return, you calmly thank the customer for staying on the line by saying;

“Thank you for waiting” then you proceed to tell the customer what you found out for him/her when he/she was asked to wait?”

Transferring Calls: - “Good (morning/afternoon/evening) could you please hold for a call” (Direct)

“Good (morning/afternoon/evening) could you please hold the line for Mr. /Mrs.….” (call was received on someone’s behalf)

No Response: - “Thank you for waiting, I’ am sorry Mr. /Ms…..is not available, can I take a message?”

Busy line:- “I am sorry Mr./Ms.’s line is busy, would you like to hold or call back, may I take a message?” or offer assistance

NOTE: It is very important to ask the customer if he/she has any other needs and then thank the customer at the end of each call.

1.6 Appearance/Uniform

Personal grooming is a must for all. Your supervisors will constantly check on you to ensure that standards are maintained. As a front liner for the company;

Wear modest accessories which match with your uniform Your hair must be neat & tidy. Do not wear any exaggerated hair style or

colour Wear modest jewelry Your make-up must be modest with consideration given to the time of the

day

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Your nail Varnish must be worn in perfect condition, with a suitable color, matching lipstick and toning with uniform

You must wear the prescribed uniform at all times New staff yet to be provided uniform should be made to wear similar

colors like the uniform. Center managers must make sure of that. Your skirts must be at knee length or just above the knee Do not wear slippers or slip-ons with uniforms Affix your name tag on your chest at all times Wear modest clothing on Saturdays and any other day that you are not

required to wear uniform

NOTE: This might be considered during appraisal for front line staff

Section 2

WORK AREAS

1. WORK AREAS

Your work area must be neat & tidy, before, during and after work Do not keep food in your drawers Do not eat at your desk

Section 3

3.ATTENDANCE

3.1 Sickness

3.2 Lateness

3.3 Absenteeism

3.4 Annual Leave

3.5 Lunch Break

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3.1 Sickness:

Inform your supervisor if you are ill and cannot go to work. This must be done before work starts or at the latest 8:30 in the morning.

If you go to the hospital and you are given an excuse duty, forward that to your supervisor immediately. Such excuse duty starts from the day it is given. Sick leave days includes weekends and public holidays

If you do not submit your excuse duty immediately to your supervisor, the day will be treated as a personal day off and will be taken from your annual leave days or the duration will be deducted from any overtime claim you will submit.

3.2 Lateness:

Arriving late for work can happen to everyone occasionally; frequent lateness will definitely be subject to disciplinary action. Call and inform your supervisor/Mgr if you will be late for work.

3.3 Absenteeism:

Inform your supervisor immediately if you are not able to come to work for any reason

You must put in writing to the CSM if you intend to be absent from work for more than 1 day

Absent from work for 10 consecutive days without permission will be regarded as job abandonment/vacation of post.

3.4 Annual Leave, Holidays, Vacations and allowed Time-Off

The Company shall grant various forms of leave to allow employees enough time to rest and also attend to their personal needs. Leave to be granted include:

Statutory Public Holidays

The Company and it employees will observe all statutory public holidays accordingly. Where the exigencies of the work will not permit an employee to observe a statutory holiday, such an employee will receive payment for the hours worked (refer to overtime in section 3).

Human Resource Department will provide employees with a list of public holidays at the beginning of every year.

Annual Leave

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Every employee is entitled to certain number of days as leave per year. The number of leave days per employee is determined by his job level. Leave entitlement for each job level is as stated in the CBA or in an employees’ contract of employment (appointment letter)Calculation of Leave days shall not include public holidays, Saturdays and Sundays.

New employees are granted annual leave after twelve calendar months of service. Thereafter leave is taken within the leave year in accordance with departmental leave roster.

Leave may be granted at the convenience of the Company and an employee may be recalled from leave if the exigencies of the Company demand. Any employee whose leave is thus interrupted shall be allowed to take the remaining leave soon after he has completed the assignment and have his travel expenses paid.

Accumulated Leave

Leave shall not be accumulated and every employee must take his entire annual leave by December 31, of each year. Annual leave entitlement not used in any one year shall not be transferable to the next year unless with a written approval from the employee’s manager to the Human Resource Manager.

Any approved deferred leave not taken in the course of a calendar year shall be taken before the end of the 1st quarter of the following calendar year otherwise the leave will be forfeited.

Leave Notice

An employee who intends to take his annual leave will complete a Leave Application Form (Appendix …..) for his manager’s approval and forward it to the Human Resources Manager at least 5 working days before the leave commences.

An employee, who is prevented by ill health from resuming duty at the end of his leave, shall be regarded as absent from duty unless he is able to provide a medical certificate to that effect. If an employee is unable to provide a medical certificate the day(s) spent by the employee in excess of the annual leave shall be deducted from any outstanding days of leave for the year or his leave entitlement for the following year.

An employee, who overstays his leave for 10 working days without prior approval shall be deemed to have vacated his post.

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An employee who resigns or whose contract of employment is terminated by the Company will be entitled to leave, prorated according to the number of months he has worked during the year; provided his length of service with the Company is not less than 12 months. Where an employee who has taken his full year’s leave resigns or is terminated before the year ends, the Company will deduct the unearned leave days from his entitlement.

Traveling on Vacation

An employee who is traveling out of the country while on leave shall leave his contact address with the Human Resource Department.

Leave and Promotion

An employee promoted to a level with more days of annual leave than the previous level will be entitled to the increased leave in the year of promotion. The additional leave entitlements would be granted pro rata from the date the promotion takes place.

Special Leave of Absence

An employee who has exhausted his annual leave days may be granted special leave of absence, with pay, to enable him to attend urgent or important personal matters. Such leave shall be deducted from the employee’s annual leave in the subsequent year.If the purpose of the leave is on compassionate grounds, the days taken will not be taken from the employee’s subsequent year’s leave.

Sick Leave

If an employee is unwell and unable to come to work, he must call to inform the supervisor. If the employee still feels ill in the following days, he must go to the hospital and submit a medical certificate to the manager to be forwarded the Human Resource Department.

An employee will be granted paid sick leave if he provides a medical certificate from a medical doctor or a registered traditional medicine practitioner. If an employee is unable to provide a medical certificate, the day (s) of absence will be treated as personal day(s) off and will be taken from his annual leave entitlement. Sick leave days start from the day it is given and include Saturdays, Sundays and public holidays.

If the total yearly sick leave of an employee exceeds 21 days he shall undergo medical checkup.

Prolonged Sick Leave

An employee who is certified by a medical doctor to be unfit for work for a long period of time will be granted a Prolonged Sick Leave for a maximum of 18 months. During this period, the employee will be entitled to:

First six months - Full month salary Second six month - Half month salary Third six month - No pay

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After 18 months if the employee still remains unfit for work his appointment will be terminated.

All claims relating to prolonged sickness must be supported by medical certificates issued by a medical doctor in any Company-designated clinics or a doctor from a government hospital.

Maternity Leave

To help the Company in its manpower planning, a pregnant employee is encouraged to inform her manager or the Human Resource Manager at least during her sixth (6th) month of pregnancy.

A pregnant employee must present a medical certificate from a medical doctor or a midwife indicating the expected date of confinement at least two (2) weeks before the confinement. Maternity leave will be for 12 weeks with full pay. This period maybe extended for 2 additional weeks where the confinement is abnormal or where 2 or more babies are born in the course of the same confinement.

Absence from duty arising out of pregnancy in excess of the prescribed period will be regarded as absence on the ground of ill health and the rules governing sick leave shall apply.

Maternity leave shall not adversely affect an employee’s annual assessment or length of service.

An employee returning to duty after maternity leave shall be given time off daily to nurse her baby for a maximum period of 6 months.

Unpaid Leave

The Company may at its discretion grant unpaid leave to any employee who has used up all his annual leave entitlements to attend to pressing personal matter.

Application for unpaid leave shall be made to the Human Resources Manager through the employee’s head of department. Approval for such leave is at the sole discretion of the Managing Director.

Contributions to the Social Security and Provident Fund and provision of any form of benefit will cease during the duration of the unpaid leave.

Approved leave days for CED Staff (subject to review)

Center Manager - 25days

Center Officer - 25days

Center Reps. - 21days

3.5 Lunch Break

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Lunch break is from 12:30 to 1:30pm. There may be exceptional occasions, for example during busy periods or when assisting customers, when it is not possible for you to take your break at the schedule time. In this case the lunch break could be rescheduled.

Do not go on break when a customer is waiting to be served.

Section 4

DISCIPLINARY PROCEDURES & COUNSELING

4.1 Levels of Disciplinary Action

4.2 Termination of Appointment

4.3 Gross Misconduct

4.1.1 Staff who refuses to comply with the Rules & Regulations of the Department and Company will be dealt with as follows:

#1 Verbal Warning#2 Written Warning or Final written warning#3 Disciplinary actions

The Employee Relations Officer will give counseling where needed. Employees with grievances may follow the procedure as outlined in the CBA

for redress

4.1.2 Levels of Disciplinary Action

Stage 1 – Formal Verbal Warning

If your conduct or performance is unsatisfactory, a verbal warning will be issued. This warning will remain current for six months.

Listed below are examples of behaviors likely to result in a verbal warning (not exhaustive)

Lateness Absenteeism Prolong social conversation and or time wasting whilst on duty Insubordination to a superior Failure to wear prescribed uniform Chewing of gum Over staying your lunch break Eating at ones desk Keeping food in ones drawer

Stage 2 – Written or Final Written Warning

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If there is a further breach of conduct or you fail to make the required improvement in performance, depending on the seriousness of the offence and the current level of disciplinary action you are serving, a Written or Final Writing will be issued.

If your conduct or performance is of particular concern, your Supervisor or Manager has the right to move straight to a Written Warning and will not issue a formal Verbal Warning.

If after being issued with a Verbal Warning you fail to make the required improvement in conduct or performance, or if you commit a further act of misconduct, a Written Warning will be issued.

If, after being issued a Written Warning you should fail to make the required improvement in performance, or if you commit a further act of misconduct, a Final Written Warning will be issued.

Both Written and Final Written Warning will remain current for a period of twelve months.

Listed below are examples of behaviors which are likely to result in a Written and/or Final Written Warning (not exhaustive).

Repetition of previous offence(s) Continued poor job performance in your role ( mystery shopper report) Poor customer service Rudeness towards customers and fellow employees Unauthorized use or misuse of the Company’s Systems/telephones. Refusal to carry out a reasonable instruction Refusal to wear name tag whilst on duty Drinking alcohol before or during working day, which may cause offence to

customers or fellow employees Talking on personal mobile phone while a customer is in front of you

Stage 3 – Disciplinary Action

Suspension up to 3months , Demotion, Stoppage of Increment, Reduction in Salary

If, following the issue of a Final Writing Warning, a Disciplinary Hearing concludes that you have committed a further act of misconduct or that you have failed to make the required improvement in your conduct or performance, you will be subject to any of the disciplinary actions listed above. The disciplinary action will be prescribed by management

4.2 Termination of Appointment

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If, after serving a disciplinary action, a Disciplinary Hearing concludes that you have committed a further act of misconduct or that you have failed to make the required improvement in your conduct or performance, your appointment with the Company shall be terminated with immediate effect. We reserve the right to pay you in lieu of notice. You will be entitled to any accrued holiday pay and amount contributed to the Provident Fund, but you will forfeit your right to any other benefits you may have accumulated at the time of your termination.

4.3 Gross Misconduct

In the case of Gross Misconduct, you will be subjected to summary dismissal without notice, pay in lieu of notice or prior warning. With the exception of accrued holiday pay, and any amount contributed to the Provident Fund, you will forfeit your right to any benefits you may have accumulated at the time of dismissal.

4.3.1 Examples of Gross Misconduct

Listed below are examples of Gross Misconduct (not exhaustive).

Personal misconduct which may give offence to any employee, customer or supplier

Breach of civil or criminal law. In the case of criminal charges or conviction, we will normally dismiss you where the offence makes you unsuitable for your type of work, unacceptable to other employees, or unavailable to fulfill your contractual duties

Breach of trust that needs to exist between you and the Company Conduct prejudicial to the good name of the Company Making false statements, or dishonest conduct in relation to the Company, its

employees, customers or suppliers Divulging confidential or sensitive information on a fellow employee, customer or

supplier. Misappropriation, attempted misappropriation or unauthorized possession of

Company monies or property or the monies or property belonging to another employee, customer or supplier.

Review

The contents of this manual shall be reviewed by after one year of its implementation by either the Customer Experience Department, the Internal Control Department or

the Policy Development and Review Committee based on the feedback from the operatives of this policy

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Endorsement

Signature Date

Prepared by:

Customer Experience Manager ……………………….. ……….………………

Reviewed by:

Internal Control Manager ………………………. ……….................

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Verified by:

Chief Commercial Manager ……………………….. ……………………

Recommended by:

The Chief Finance Officer …………………….. ………………………..

Approved by:

Managing Director ………………………. ………………………

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Documents

Customer Experience Manual 2012