sop-contact centre inbound & outbound

Standard Operating Procedure

Standard Operating Procedures \u2013 Inbound Contact Centre 4.1

Standard Operating Procedure Number.

Document Number. CS/ICC//.001 4.1.1 Final Revision Date: 12th June, 2005 Preparation Date: 4th September 2004 4.1.1: Greeting Of Customer Effective Date: 23rd May, 2005 1. CSR will receive incoming call by clicking the ACCEPT CALL button of the ACD 1 System\u2019s 2. CSR will greet the customer by name as per the \u201cCTI Module\u201d of the CRM 3. Incase of unregistered CLI (other than Warid number) CSR will greet customer as follows: \u201cAsalam-o-Alaikum this is (CSR\u2019s name) from Warid, how may I he you?\u201d 4. If customer is in a hurry CSR will cut down his/her greeting to listen to the customer. 5. CSR will never hang up before he/ she tries the greeting three times if customer is unable to reply back after three greetings CSR will close the call. Refer to (4.1.3)

For LDI 1.

CSR will receive incoming call by clicking the ACCEPT CALL button of the ACD 2 System\u2019s 2. CSR will greet customer as per the following \u201cAsalam-o-Alaikum. This is _____ (CSR\ name). How may I help you?\u201d

Key Performance Indicator (KPI): 30 Completer: Inbound Contact Centre Officer seconds Prepared By: Support Centre Approved By: GM CS Warid Telecom

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1

ADS=Agent Desktop Services

2

ADS=Agent Desktop Services

Standard Operating Procedure Number. 4.1.2 4.1.2: Verification of Customer

Document Number. CS/ICC//.002 Final Revision Date: 12th June, 2005 Preparation Date: 4th September 2004 Effective Date: 23rd May, 2005

1. Two scenarios arise: a. Customer wants to pass on any instructions regarding his/her Warid subscription. (Verify as per point 3) b. Customer wants to forward any complaint regarding his/her Warid subscription (Verify as per point 2) 2. No verification is required for any complaints and CSR can take down request for investigation. 3. If customer is calling from Warid number CSR will ask for T-PIN of customer and validate it from ADS. (Refer to TABS ADS training Module) 4. If customer validates PIN CSR is ready to take any instructions against that number. If not CSR will ask for other verification in the form of billing address, fixed line number, NIC before taking any instructions. 5. If customer is calling from unregistered CLI (other than Warid number) CSR will ask for verification as per point 3. 6. For corporate accounts CSR cannot take down any instructions which change customer information without receiving a letterhead request. In such cases CSR will guide customer to fax a letterhead request. 7. Close the call as per SOP 4.1.3. Key Performance Indicator (KPI): 30 Completer: Inbound Contact Centre Officer seconds Prepared By: Support Centre Approved By: GM CS Warid Telecom


Standard Operating Procedure Number. 4.1.3 4.1.3: Closing Of Inbound Calls

Document Number. CS/ICC/.003 Final Revision Date: 12th June, 2005 date Preparation Date: 4th September 2004 Effective Date: 23rd May, 2005

1. Two scenarios exist here: a. CSR takes necessary instructions from customer b. CSR gives information to customer 2. For scenario (a) CSR will repeat a summary of the instructions given by the customer to re-verify the request. CSR will also inform of the time taken for the request to be processed. 3. CSR will also ask customer if he/she wants to know anything else or wants to pass on another instruction. 4. For scenario (b) CSR will ask whether customer wants to know anything else. If yes then provide feedback. If no then close call by thanking customer for calling and letting Warid be of service. For LDI 1. Thank you for letting ARY Telecom be of service. 2. Thank you for calling ARY calling card powered by Warid Telecom.

Completer: Inbound Contact Centre Officer Prepared By: Support Centre


Turn Around Time (TAT): N/A Key Performance Indicator (KPI): Approved By: GM CS Warid Telecom

Standard Operating Procedure Number. 4.1.4 4.1.4: Prepayment Restoration

Document Number. CS/ICC/.004 Final Revision Date: 12th June, 2005 Preparation Date: 4th September 2004 Effective Date: 23rd May, 2005

1. CSR will greet customer as SOP 4.1.1. 2. CSR will view the “Customer Billing Module” of the CRM system to check the total payable amount. 3. CSR will view the “Payment History Module” of the CRM system to check the payment history of the customer. 4. CSR will consult “Customer Billing Module” to check customer’s credit rating. 5. CSR will consult “Customer Billing Module” to check customer’s credit limit. 6. CSR will take decision if prepayment restoration is possible keeping in view the above mentioned factors of dependence. 7. CSR will inform the customer if his/her number can be restored or not: a. If number can be restored, CSR will follow the following steps: i. CSR will calculate the minimum payable amount for the customer ii. CSR will request the customer to provide time by when customer will pay at least the minimum payable amount. iii. CSR will restore the number as per the defined policies and authorities. iv. CSR will run the prepayment restoration Script from “Script Module” of the CRM system which will automatically restore the number in both CRM system and Billing system while creating two tasks: v. First task “Restoration Task” will keep the restoration information for the customer ,and vi. Second task “Commitment Task” will keep track of customer’s commitment to pay the minimum payable amount by the time given. vii. This task will remain pending until customer pays the minimum payable amount. viii. As soon as customer pays the amount on any Point of Sale (POS), POS System will automatically update the pending task of CRM system. ix. POS system will automatically cancel the commitment task in CRM System. x. On cancellation of commitment task, CRM system will automatically block the number again in billing system. b. If number cannot be restored, CSR will request the customer to clear the minimum payable amount at any Point of Sale. 7. CSR will close call as per SOP 4.1.3. 8. CSR will enter “Prepayment Restoration” as call code in the “Wrap up Mode” of the CRM System.

Around Time (TAT): 20 minutes Completer: Inbound Contact Centre OfficerTurn / Integrated System Key Performance Indicator (KPI): Prepared By: Support Centre Approved By: GM CS Warid Telecom


Document Number. CS/ICC/.005 Final Revision Date: 12th June, 2005 Preparation Date: 4th 4.1.5: Post-Payment Restoration September 2004 Effective Date: 23rd May, 2005 1. CSR will greet customer as SOP 4.1.1. 2. CSR will consult the “Customer Billing Module” of the CRM system to check the total payable amount. 3. CSR will consult the “Customer Billing Module” of the CRM system to check date and amount of the last payment made by the customer. 4. CSR will consult the “Payment History Module” of the CRM System if customer has paid his total outstanding balance in more than one installment. 5. CSR will check the status of the subscriber from routine “ORMGMOB”. If it shows DISCONN CSR will make a task fro restoration for Supervisor. 6. CSR will educate the customer that as soon as he pays his bill at any point of sale, the integrated POS system updates the “Payment History Module” of the CRM System which automatically restores the number in billing system. 7. CSR will close call as per SOP 4.1.3. 8. CSR will enter “Post-payment Restoration” as call code in the “Wrap up Mode” of the CRM System. Turn Around Time (TAT): Immediate Completer: Inbound Contact Centre Officer Key Performance Indicator (KPI): Im mediate Approved By: GM CS Warid Prepared By: Support Centre Telecom Standard Operating Procedure Number. 4.1.5


Document Number. CS/ICC/.006 Final Revision Date: 12th June, 2005 Preparation Date: 4th 4.1.6: Other Restorations September 2004 Effective Date: 23rd May, 2005 1. CSR will greet customer as SOP 4.1.1. 2. CSR will verify the reason of blocking from the “Number Status” field next to “Customer Billing Module”. 3. CSR will educate the customer about procedure required to be followed for restoration. i.e. If some documents are missing, customer will be requested to submit the required documents at nearest customer service centre or fax a clear copy to the customer care address of Warid Telecom. (to be activated on Warid E-portal) 4. CSR will inform the customer that as soon as he provides any documents/information required for restoration of the number, his connection will be restored by the service centre staff in CRM system which will update the billing system accordingly. 5. CSR will close call as per SOP 4.1.3. 6. CSR will enter “Other Restorations” as call code in the “Wrap up Mode” of the CRM System. Turn Around Time (TAT): Removal of Objection Completer: Inbound Contact Centre Officer Key Performance Indicator (KPI): 20 minutes Approved By: GM CS Warid Prepared By: Support Centre Telecom Standard Operating Procedure Number. 4.1.6


Document Number. CS/ICC/.007 Final Revision Date: 12th June, 2005 Preparation Date: 4th 4.1.7: Activation of New Sale September 2004 Effective Date: 23rd May, 2005 1. CSR will greet customer as SOP 4.1.1. 2. CSR will determine whether sale is of postpaid or prepaid. 3. For prepaid CSR will educate that as soon as he/she enters a balance voucher the number is active for calling. CSR will then close call as per SOP 4.1.3 4. For postpaid CSR will check whether contract number is created in the system. If yes then CSR will check the status of the subscriber number from routine “ORMGMOB”. a. If status is “CONN” CSR will inform customer that number is activated from Warid side. b. If status is “DICS/SCONN” CSR will check for reason and update customer. c. If subscriber number or contract number is not entered in TABS CSR will inform customer to contact the point of sale. 5. CSR will close call as per SOP 4.1.3. 6. CSR will enter “New Sale Activation” as call code in the “Wrap up Mode” of the CRM System. Standard Operating Procedure Number. 4.1.7



Turn Around Time (TAT): As soon as the new sale is entered in POS System Key Performance Indicator (KPI): Approved By: GM CS Warid Telecom

Document Number. CS/ICC/.008 Final Revision Date: 12th June, 2005 Preparation Date: 4th 4.1.8: Recreation Of Expired Number September 2004 Effective Date: 23rd May, 2005 1. CSR will greet customer as SOP 4.1.1. 2. CSR will educate the customer that his expired prepaid number was recreated automatically when he paid the required amount at any point of sale as we have “Integrated Development Environment”. 3. CSR will inform the customer, on asking, that as soon as he makes payment, customer service centre CSR or franchise CSR enters the payment in POS System for provision of receipt. POS System also updates the CRM System which finally updates the particular IN platform for automatic recreation of the expired number. Standard Operating Procedure Number. 4.1.8

4. CSR will close call as per SOP 4.1.3. 5. CSR will enter “Prepaid Reactivation” as call code in the “Wrap up Mode” of the CRM System. Turn Around Time (TAT): As soon as the payment is entered in POS System Completer: Inbound Contact Centre Officer Key Performance Indicator (KPI): On each reFinal Revision Date Approved By: GM CS Warid Prepared By: Support Centre Telecom


Document Number. CS/ICC/.009 Final Revision Date: 12th June, 2005 Preparation Date: 4th 4.1.9: Address Alteration September 2004 Effective Date: 23rd May, 2005 1. CSR will greet customer as SOP 4.1.1. 2. CSR will verify customer as per SOP 4.1.2. Standard Operating Procedure Number. 4.1.9

3. If customer has forgotten the T-PIN CSR will educate the customer that in a while he will hear a computerized voice requesting to reset his/her T-PIN. CSR will open the “Authorization Menu” of the CRM System and will click on “T-Pin option”. CSR follow the following steps in case the “Authorization Menu” successfully matches the customer’s entered TPin with integrated OSAM database which will be acknowledged by the computerized voice. 4. Once authorized CSR will run the “Address Alteration” Script from the “Script Module” of the CRM System. 5. CSR will make a task of address change for C&C with the following task notes: a. New address b. Landmark for ease of verification c. Fixed line number 6. CSR will then click on “SAVE” button to route task. 7. CSR will inform the customer that his new address has been saved and all of our relevant systems (e.g. billing system) have been updated in 24 hours for post paid & 48 hours for prepaid. 8. CSR will also inform customer that all changes will be subject to physical verification of the addresses. 9. CSR will close call as per SOP 4.1.3. 10.CSR will enter “Address Alteration” as call code in the “Wrap up Mode” of the CRM System. Turn Around Time (TAT): Immediate Completer: Inbound Contact Centre Key Performance Indicator Officer (KPI): Postpaid: 24 hours Prepaid: 48hours Approved By: GM CS Warid Prepared By: Support Centre Telecom


Document Number. CS/ICC/.010i Final Revision Date: 12th June, 2005 Preparation Date: 4th 4.1.10.1: Package Plan Alteration (Postpaid to Prepaid) September 2004 Effective Date: 23rd May, 2005 1. CSR will greet customer as SOP 4.1.1. 2. CSR will verify customer as per SOP 4.1.2. 3. If customer has forgotten the T-PIN CSR will educate the customer that in a while he will hear a computerized voice requesting to reset his/her T-PIN. CSR will open the “Authorization Menu” of the CRM System and will click on “T-Pin option”. CSR follow the following steps in case the “Authorization Menu” successfully matches the customer’s entered TPin with integrated OSAM database which will be acknowledged by the computerized voice. 4. CSR will run the “Package Plan Alteration” Script from the “Script Module” of the CRM System. a. CSR will ask the customer about his desired package plan: from post paid to prepaid or prepaid to post paid. i. Incase of prepaid to postpaid proceed to next step ii. Incase of post paid to prepaid refer to SOP 4.1.10.2 5. CSR will click on the “Knowledge Base” link next to the customer’s desired package plan to educate the customer about various features of that particular package. CSR will close the “knowledge base” window when customer is satisfied. 6. CSR will inform of Rs.XX3 charges for change of package plan from postpaid to prepaid this amount will be deducted from the security deposit (if customer has any). The amount will have to be paid in cash at any service centre if the customer was operating on full security waiver. 7. CSR will inform customer of any pending bills before changing package plan from post paid to prepaid. CSR will select the customer’s desired package plan from the system. a. If no pending bills then CSR will generate a task for change of package plan for Subscriber Management Team & inform customer that the package will be changed within 60 minutes. b. If any pending bills CSR will ask customer to clear outstanding before his package can be changed from post paid to prepaid. The request will then be entertained from the business centre. 8. CSR will close call as per SOP 4.1.3. 9. CSR will enter “Package Plan Alteration” as call code in the “Wrap up Mode” of the CRM System. Turn Around Time (TAT): 60 Completer: Inbound Contact Centre minutes subject to bill clearance Officer/ Subscriber Management Team Key Performance Indicator Support Center (KPI): 60 minutes Approved By: GM CS Warid Prepared By: Support Centre Telecom Standard Operating Procedure Number. 4.1.10.1

3

Amount to be decided by marketing


Document Number. CS/ICC/.010ii Final Revision Date: 12th June, 2005 Preparation Date: 4th 4.1.10.2: Package Plan Alteration (Prepaid to Postpaid) September 2004 Effective Date: 23rd May, 2005 1. CSR will greet customer as SOP 4.1.1. 2. CSR will verify customer as per SOP 4.1.2. 3. If customer has forgotten the T-PIN CSR will educate the customer that in a while he will hear a computerized voice requesting to reset his/her T-PIN. CSR will open the “Authorization Menu” of the CRM System and will click on “T-Pin option”. CSR follow the following steps in case the “Authorization Menu” successfully matches the customer’s entered TPin with integrated OSAM database which will be acknowledged by the computerized voice. 4. CSR will run the “Package Plan Alteration” Script from the “Script Module” of the CRM System. a. CSR will ask the customer about his desired package plan: from post paid to prepaid or prepaid to post paid. i. Incase of prepaid to postpaid proceed to next step ii. Incase of post paid to prepaid refer to SOP 4.1.10.1 5. CSR will click on the “Knowledge Base” link next to the customer’s desired package plan and level of access to educate the customer about various features of that particular package. CSR will close the “knowledge base” window when customer is satisfied. 6. CSR will check for security deposit reflecting in the CRM. If no security reflecting CSR will inform customer of the need for a deposit for his/her desired level of access. If yes then proceed to next step. 7. CSR will inform customer of that all his balance in the prepaid number will be transferred to the postpaid package. CSR will also inform customer that request can be initiated only from a business centre or a franchise as charges have to be paid upfront before a request can be generated. 8. CSR will close call as per SOP 4.1.3. 9. CSR will enter “Package Plan Alteration” as call code in the “Wrap up Mode” of the CRM System. Turn Around Time (TAT): 30 minutes subject security deposit Completer: Inbound Contact Centre reflecting Officer/ Subscriber Management Team Support Center Key Performance Indicator (KPI): 20 minutes Approved By: GM CS Warid Prepared By: Support Centre Telecom Standard Operating Procedure Number. 4.1.10.2


Document Number. CS/ICC/.011 Final Revision Date: 12th June, 2005 Preparation Date: 4th 4.1.11: Blocking On Stolen Cases September 2004 Effective Date: 23rd May, 2005 1. CSR will greet customer as SOP 4.1.1. 2. CSR will verify customer as per SOP 4.1.2. 3. If customer has forgotten the T-PIN CSR will educate the customer that in a while he will hear a computerized voice requesting to reset his/her T-PIN. CSR will open the “Authorization Menu” of the CRM System and will click on “T-Pin option”. CSR follow the following steps in case the “Authorization Menu” successfully matches the customer’s entered TPin with integrated OSAM database which will be acknowledged by the computerized voice. 4. CSR will ask customer which product he requires to block: a. Post paid GSM b. Prepaid GSM c. GSM Payphones 5. CSR will ask customer the reason for blocking: a. Stolen (proceed to next step) b. Voluntary (proceed to SOP 4.1.12) 6. CSR will run the “Blocking on Sub CS/SCriber Request” Script from the “Script Module” of the CRM System CSR will select “STOLEN” as the reason of blocking once “Blocking Reason” window pops up. a. CSR will inform the customer that his number will be blocked in 5 minutes. b. CSR will inform the customer about charges required to be paid for issuance of new SIM. 7. CSR will close call as per SOP 4.1.3. 8. CSR will enter “Blocking on Stolen Cases” as call code in the “Wrap up Mode” of the CRM System. Turn Around Time (TAT): 5 Completer: Inbound Contact Centre minutes Officer/ Operations & Indirect Support Key Performance Indicator Team Support Center (KPI): 5 minutes Approved By: GM CS Warid Prepared By: Support Centre Telecom Standard Operating Procedure Number. 4.1.11


Document Number. CS/ICC/.012 Final Revision Date: 12th June, 2005 Preparation Date: 4th September 4.1.12: Voluntary Blocking 2004 Effective Date: 23rd May, 2005 1. CSR will greet customer as SOP 4.1.1. 2. CSR will verify customer as per SOP 4.1.2. 3. If customer has forgotten the T-PIN CSR will educate the customer that in a while he will hear a computerized voice requesting to reset his/her T-PIN. CSR will open the “Authorization Menu” of the CRM System and will click on “T-Pin option”. CSR follow the following steps in case the “Authorization Menu” successfully matches the customer’s entered TPin with integrated OSAM database which will be acknowledged by the computerized voice. 4. CSR will ask customer which product he requires to block: a. Post paid GSM b. Prepaid GSM c. GSM Payphones 5. CSR will ask customer the reason for blocking: a. Stolen (proceed to next step) b. Voluntary (proceed to SOP 4.1.12) 6. CSR will check the outstanding payable amount from “Customer Information Module”. a. If any outstanding CSR will inform customer of the need to clear the amount before number can be blocked. CSR will close call as per SOP 4.1.3. b. If no outstanding amount CSR will proceed to next step. 7. CSR will run the “Blocking on Sub CS/SCriber Request” Script from the “Script Module” of the CRM System CSR will select “VOLUNATRY” as the reason of blocking once “Blocking Reason” window pops up. 8. CSR will inform the customer that his number has been blocked as per customer’s request and tasks have been maintained by the CRM System. a. CSR will inform the customer that his number will be blocked in 5 minutes. b. CSR will inform the customer about the maximum duration for which number can be voluntarily blocked (to be approved by management). 9. CSR will close call as per SOP 4.1.3. 10.CSR will enter “Voluntary Blocking” as call code in the “Wrap up Mode” of the CRM System. Turn Around Time (TAT): 5 minutes subject to bill clearance Completer: Inbound Contact Centre Officer/ Operations & Indirect Support Key Performance Indicator Team Support Center (KPI): 5 minutes subject to bill clearance Approved By: GM CS Warid Prepared By: Support Centre Telecom Standard Operating Procedure Number. 4.1.12


Document Number. CS/ICC/.013 Final Revision Date: 12th June, 2005 Preparation Date: 4th September 4.1.13: Online Payments 2004 Effective Date: 23rd May, 2005 1. CSR will greet customer as SOP 4.1.1. 2. CSR will inform the customer that bill can be paid using the online payment on the IVR. 3. CSR will educate the customer about the online payment procedure by telling him that our IVR is connected with M-Net/1-Net databases in a secured way. 4. CSR will inform the customer that all he/she needs to do is to enter credit card number and on authorization given by the M-Net/1-Net database, IVR will request him/her to enter the bill amount he/she wants to pay. 5. CSR will request the customer to stay connected till IVR confirms that the payment has been made. 6. CSR will inform the customer that payment will reflect immediately in our CRM and Billing Systems. 7. CSR will transfer the call by clicking the “IVR Menu” and selecting “Online Payments” option. 8. CSR will close call as per SOP 4.1.3. 9. CSR will enter “Online Payments” as call code in the “Wrap up Mode” of the CRM System. Turn Around Time (TAT): Completer: Inbound Contact Centre Immediately Officer with the help of Online Key Performance Indicator Payments IVR (KPI): Approved By: GM CS Warid Prepared By: Support Centre Telecom Standard Operating Procedure Number. 4.1.13


Standard Operating Procedure Number. 4.1.14

Document Number. CS/ICC/.014 Final Revision Date: 12th June,

2005

Preparation Date: 4th 4.1.14: Vas (Value Added Services) Activation/Deactivation September 2004 Effective Date: 23rd May, 2005 1. CSR will greet customer as SOP 4.1.1. 2. CSR will educate the customer about activation/deactivation codes if the asked VAS is offered for free. 3. CSR will request the customer to enter his T-Pin for verification purposes before activation/deactivation in case of charged VAS. 4. CSR will educate the customer that in a while he will hear a computerized voice requesting to enter his T-Pin. 5. CSR will inform the customer that he (CSR) can also listen to the voice to guide the customer, if required. 6. CSR will open the “Authorization Menu” of the CRM System and will click on “T-Pin option”. 7. CSR follow the following steps in case the “Authorization Menu” successfully matches the customer’s entered T-Pin with integrated OSAM database which will be acknowledged by the computerized voice: a. CSR will run the “VAS” Script from the “Script Module” of the CRM System. b. CSR will select the asked VAS once the “VAS” window pops up. c. CSR will educate the customer about charges of the VAS by clicking on “Knowledge Base” link of the asked VAS. d. CSR will click on the button “Activate/Deactivate” on the “VAS” window pop up as per customer’s instructions. e. CSR will inform the customer that VAS is activated/deactivated on his number. f. CSR will ensure that the “Account Status Letter” Script has automatically been created as soon as status of the VAS is changed Correspondence Team Supervisor (in case of postpaid customer). 8. CSR will request the customer to call again with the correct T-Pin if T-Pin entered by the customer in CRM Authorization Module didn’t match with the T-Pin information stored in the integrated OSAM database. 9. CSR will close call as per SOP 4.1.3. 10.CSR will enter “VAS Activation/Deactivation” as call code in the “Wrap up Mode” of the CRM System.

Completer: Inbound Contact Centre Officer with the help of Integrated Systems Prepared By: Support Centre



Turn Around Time (TAT): Immediately Key Performance Indicator (KPI): Approved By: GM -9CS Warid Telecom


2005

Preparation Date: 4th 4.1.15: Itemized Bill Activation/Deactivation September 2004 Effective Date: 23rd May, 2005 1. CSR will greet customer as SOP 4.1.1. 2. CSR will verify customer as per SOP 4.1.2. 3. If customer has forgotten the T-PIN CSR will educate the customer that in a while he will hear a computerized voice requesting to reset his/her T-PIN. CSR will open the “Authorization Menu” of the CRM System and will click on “T-Pin option”. CSR follow the following steps in case the “Authorization Menu” successfully matches the customer’s entered TPin with integrated OSAM database which will be acknowledged by the computerized voice. 4. CSR will open the “Authorization Menu” of the CRM System and will click on “T-Pin option”. 5. CSR follow the following steps in case the “Authorization Menu” successfully matches the customer’s entered T-Pin with integrated

OSAM database which will be acknowledged by the computerized voice: a. CSR will run the “Billing Options” Script from the “Script Module” of the CRM System. b. CSR will select the “Itemized Bill” once the “Billing Options” window pops up. c. CSR will educate the customer about charges of the Itemized Bill by clicking on “Knowledge Base” link d. CSR will click on the button “Activate/Deactivate” while keeping Itemized bill selected in “Billing Options” window pop up as per customer’s instructions. e. CSR will inform the customer that Itemized bill is activated/deactivated on his number. f. CSR will ensure that the “Account Status Letter” Script has automatically been created as soon as status of the VAS is changed Correspondence Team Supervisor (in case of postpaid customer). 6. CSR will request the customer to call again with the correct T-Pin if T-Pin entered by the customer in CRM Authorization Module didn’t match with the T-Pin information stored in the integrated OSAM database. 7. CSR will close call as per SOP 4.1.3. 8. CSR will enter “Itemized Bill Activation/Deactivation” as call code in the “Wrap up Mode” of the CRM System. Turn Around Time (TAT): Completer: Inbound Contact Centre Immediately Officer with the help of Integrated Key Performance Indicator Systems (KPI): Approved By: GM CS Warid Prepared By: Support Centre Telecom


Document Number. CS/ICC/.016 Final Revision Date: 12th June, 2005 Preparation Date: 4th 4.1.16: Change Of Payment Mode September 2004 Effective Date: 23rd May, 2005 1. CSR will greet customer as SOP 4.1.1. 2. CSR will verify customer as per SOP 4.1.2. 3. If customer has forgotten the T-PIN CSR will educate the customer that in a while he will hear a computerized voice requesting to reset his/her T-PIN. CSR will open the “Authorization Menu” of the CRM System and will click on “T-Pin option”. CSR follow the following steps in case the “Authorization Menu” successfully matches the customer’s entered TPin with integrated OSAM database which will be acknowledged by the computerized voice. 4. CSR will inform the customer that a mandate form will be sent to him by our correspondence team which he needs to fill out for change of payment mode. 5. CSR will click on “Change of Payment Mode” Script from the “Script Module” of the CRM System. The Script will explain that a direct debit mandate form with NIC copy, a clear copy of a valid customer credit card (with CVV number visible) Rs.1 latest payment made via that credit card. a. CSR will ask whether customer would like the form via fax & mention the fax number in the notes of the task. b. CSR will inform customer that a mandate form will reach customer via courier in 24 hours. 6. CSR will save the “Change of Payment Mode Window” after writing notes for correspondence team that customer wants to change his payment mode to either direct debit or cash/cheque. 7. CSR will inform the customer that he his payment mode will be changed immediately Warid receives the completely filled form with supplementary documents. 8. CSR will close call as per SOP 4.1.3. 9. CSR will enter “Change of Payment Mode” as call code in the “Wrap up Mode” of the CRM System. Turn Around Time (TAT): 24 Completer: Inbound Contact Centre working hours Officer /Correspondence Team Key Performance Indicator /Subscriber Management Team (KPI): Approved By: GM CS Warid Prepared By: Support Centre Telecom Standard Operating Procedure Number. 4.1.16


Document Number. CS/ICC/.017 Standard Operating Procedure Number. 4.1.17

Final Revision Date: 12th June, 2005

Preparation Date: 4th September 2004 Effective Date: 23rd May, 2005 1. CSR will greet customer as SOP 4.1.1. 2. CSR will verify customer as per SOP 4.1.2. 3. If customer has forgotten the T-PIN CSR will educate the customer that in a while he will hear a computerized voice requesting to reset his/her T-PIN. CSR will open the “Authorization Menu” of the CRM System and will click on “T-Pin option”. CSR follow the following steps in case the “Authorization Menu” successfully matches the customer’s entered TPin with integrated OSAM database which will be acknowledged by the computerized voice. 4. CSR will request customer for payment of security deposit to meet with credit limit requirements if credit limit is insufficient. 5. CSR will request the customer to enter his T-Pin for verification purposes if credit limit is sufficient. 6. CSR will educate the customer that in a while he will hear a computerized voice requesting to enter his T-Pin. Refer to SOP 4.1.2 7. CSR will inform the customer that he (CSR) can also listen to the voice to guide the customer, if required. 8. CSR will open the “Authorization Menu” of the CRM System and will click on “T-Pin option”. 9. CSR follow the following steps in case the “Authorization Menu” successfully matches the customer’s entered T-Pin with integrated OSAM database which will be acknowledged by the computerized voice: a. CSR will run the “Access Level Alteration” Script from the “Script Module” of the CRM System. b. CSR will select customer’s desired access level once the “Access Level” window pops up. c. CSR will click on the button “Upgrade/Downgrade” while keeping the customer’s desired access level selected in “Access Level Alteration Options” window pop up. d. CSR will inform the customer that his/her access level will be changed in all our systems _______ e. CSR will ensure that the “Account Status Letter” Script has automatically been created as soon as status of the VAS is changed Correspondence Team Supervisor (in case of postpaid customer). 10.CSR will request the customer to call again with the correct T-Pin if T-Pin entered by the customer in CRM Authorization Module didn’t match with the T-Pin information stored in the integrated OSAM database. 11.CSR will close call as per SOP 4.1.3. 12.CSR will enter “Access Level Alteration” as call code in the “Wrap up

4.1.17: Access Level Alterations

Mode” of the CRM System. Completer: Inbound Contact Centre Officer with the help of Integrated Systems/Subscriber Management Team /C&C Prepared By: Support Centre


Turn Around Time (TAT): 20 minutes with deposit/ waiver 4 hours with waiver Key Performance Indicator (KPI): On case basis Approved By: GM CS Warid Telecom

Document Number. CS/ICC/.018 Final Revision Date: 12th June, 2005 Preparation Date: 4th 4.1.18.1: Credit Limit Enhancement with Deposit September 2004 Effective Date: 23rd May, 2005 1. CSR will greet customer as SOP 4.1.1. 2. CSR will verify customer as per SOP 4.1.2. 3. If customer has forgotten the T-PIN CSR will educate the customer that in a while he will hear a computerized voice requesting to reset his/her T-PIN. CSR will open the “Authorization Menu” of the CRM System and will click on “T-Pin option”. CSR follow the following steps in case the “Authorization Menu” successfully matches the customer’s entered TPin with integrated OSAM database which will be acknowledged by the computerized voice. 4. CSR will determine whether request for limit enhancement is according to the existing security deposit & waiver given to the customer or not. Two CS/Scenarios exist. If customer has deposit or waiver for the limit he requests CSR will follow to step 3. 5. CSR will consult the “Customer Information Module” to check if customer’s payment against security deposit has been received. CSR will carry on the procedure if payment is reflecting. 6. CSR will request the customer to enter his T-Pin for verification purposes. Refer to SOP 4.1.2 7. CSR will educate the customer that there are two CS/Scenarios of handling his request: a. In a while he will hear a computerized voice requesting to enter his T-Pin. b. CSR can remain with customer while listening to recording and guide him through the process. c. CSR will then ask customer to mark his preference and access the level of support from TABS Agent Desktop Services 8. Alternately CSR follow the following steps in case the “Authorization Menu” successfully matches the customer’s entered T-Pin with integrated OSAM database which will be acknowledged by the computerized voice: a. CSR will run the “Credit Limit Enhancement” Script from the “Script Module” of the CRM System. b. CSR will generate a task for credit limit enhancements for Subscriber Management Team in case of enhancement with deposit. c. CSR will inform the customer that his/her credit limit enhancement results will be finalized within 20 minutes. 9. CSR will close call as per SOP 4.1.3. 10.CSR will enter “Credit Limit Enhancement” as call code in the “Wrap up Mode” of the CRM System. Standard Operating Procedure Number. 4.1.18.1

Completer: Inbound Contact Centre Officer with the help of Integrated Systems/Subscriber Management Team Prepared By: Support Centre


Turn Around Time (TAT): 10 minutes Key Performance Indicator (KPI): Approved By: GM CS Warid Telecom

Document Number. CS/ICC/.018 Final Revision Date: 12th June, 2005 Preparation Date: 4th 4.1.18.2: Credit Limit Enhancement Without Deposit September 2004 Effective Date: 23rd May, 2005 1. CSR will greet customer as SOP 4.1.1. 2. CSR will verify customer as per SOP 4.1.2. 3. If customer has forgotten the T-PIN CSR will educate the customer that in a while he will hear a computerized voice requesting to reset his/her T-PIN. CSR will open the “Authorization Menu” of the CRM System and will click on “T-Pin option”. CSR follow the following steps in case the “Authorization Menu” successfully matches the customer’s entered TPin with integrated OSAM database which will be acknowledged by the computerized voice. 4. CSR will determine whether request for limit enhancement is according to the existing security deposit & waiver given to the customer or not. Two CS/Scenarios exist here: 5. CSR will request the customer to enter his T-Pin for verification purposes. 6. CSR will consult Customer Information Module” to check credit rating and average usage of the customer in order to find out the possibilities of credit limit enhancement without deposit requirements. 7. CSR will inform the customer how much security deposit waiver may be given to him keeping in view his/her credit rating and average billing amount. 8. CSR will carry on the procedure if customer wants to get the waiver. 9. CSR will educate the customer that in a while he will hear a computerized voice requesting to enter his T-Pin. 10.CSR will open the “Authorization Menu” of the CRM System and will click on “T-Pin option”. 11. CSR will run the “Credit Limit Enhancement” Script from the “Script Module” of the CRM System. 12.CSR will click on “Send Request” button of the CRM System’s “Credit Limit Enhancement Window” in case of enhancement without deposit, stating the credit rating and expected security waiver of the customer. Standard Operating Procedure Number. 4.1.18.2

13.

CSR will inform the customer that his/her credit limit enhancement results will be finalized within XXX working hours. (Reference: 4.10) 14.CSR will request the customer to call again with the correct T-Pin if T-Pin entered by the customer in CRM Authorization Module didn’t match with the T-Pin information stored in the integrated OSAM database. 15.CSR will close call as per SOP 4.1.3. 16.CSR will enter “Credit Limit Enhancement” as call code in the “Wrap up Mode” of the CRM System.

Completer: Subscriber Management Team Prepared By: Support Centre


Turn Around Time (TAT): XX Working Hours Key Performance Indicator (KPI): Approved By: GM CS Warid Telecom

Document Number. CS/ICC/.019 Final Revision Date: 12th June, 2005 Preparation Date: 4th 4.1.19: Issuance Of Sim September 2004 Effective Date: 23rd May, 2005 1. CSR will greet customer as SOP 4.1.1. 2. CSR will inform the customer about charges of SIM. 3. CSR will request the customer to enter his T-Pin for verification purposes. Refer to SOP 4.1.2 4. CSR will educate the customer that in a while he will hear a computerized voice requesting to enter his T-Pin. 5. CSR will inform the customer that he (CSR) can also listen to the voice Standard Operating Procedure Number. 4.1.19

to guide the customer, if required. 6. CSR will open the “Authorization Menu” of the CRM System and will click on “T-Pin option”. 7. CSR follow the following steps in case the “Authorization Menu” successfully matches the customer’s entered T-Pin with integrated OSAM database which will be acknowledged by the computerized voice: a. CSR will run the “SIM Issuance” Script from the “Script Module” of the CRM System. b. CSR will enter notes for Operations team of Support Centre for issuance of SIM. c. CSR will ensure that the “SIM Issuance Task” has been successfully forwarded to Operations team of Support Centre by viewing “task history” of the customer’s number. d. CSR will inform the customer that SIM will be received by him/her within 48 working hours while he will be charged for that in the next bill. (Refer to 4.5.27) 8. CSR will request the customer to call again with the correct T-Pin if T-Pin entered by the customer in CRM Authorization Module didn’t match with the T-Pin information stored in the integrated OSAM database. 9. CSR will close call as per SOP 4.1.3. 10.CSR will enter “SIM Issuance” as call code in the “Wrap up Mode” of the CRM System. Turn Around Time (TAT): 24 Completer: Operations Team (Support Working Hours Center) Key Performance Indicator (KPI): Approved By: GM CS Warid Prepared By: Support Centre Telecom



Document Number. CS/ICC/.020 Final Revision Date: 12th June, 2005

Preparation Date: 4th 4.1.20: Blocking Of Loyalty Card September 2004 Effective Date: 23rd May, 2005 1. CSR will greet customer as SOP 4.1.1. 2. CSR will request the customer to enter his T-Pin for verification purposes. Refer to SOP 4.1.2 3. CSR will make a task for Operations & Indirect Support Team Support Center to block the loyalty card number mentioned by customer. CSR will also mention the name & number of the calling person in the notes. 4. CSR will close call as per SOP 4.1.3. 5. CSR will enter “Blocking of loyalty card” as call code in the “Wrap up Mode” of the CRM System. Turn Around Time (TAT): 24 Completer: Inbound Contact Center / Working Hours Operations Team (Support Center) Key Performance Indicator (KPI): Approved By: GM CS Warid Prepared By: Support Centre Telecom




2005

Preparation Date: 4th 4.1.21: User Name Alteration September 2004 Effective Date: 23rd May, 2005 1. CSR will greet customer as SOP 4.1.1. 2. CSR will request the customer to enter his T-Pin for verification purposes, if the changes are minor. Refer to SOP 4.1.2 3. CSR will educate the customer that in a while he will hear a computerized voice requesting to enter his T-Pin. Refer to SOP 4.1.2 4. CSR will inform the customer that he (CSR) can also listen to the voice to guide the customer, if required. 5. CSR will open the “Authorization Menu” of the CRM System and will click on “T-Pin option”. 6. CSR follow the following steps in case the “Authorization Menu” successfully matches the customer’s entered T-Pin with integrated OSAM database which will be acknowledged by the computerized voice: a. CSR will run the “User Name Alteration” Script from the “Script Module” of the CRM System. b. CSR will inform the customer that the user name change instructions have been forwarded and will be changed within 24 working hours. 7. CSR will also inform customer that he/she will receive a letter after user name alteration request is completed. 8. CSR will close call as per SOP 4.1.3. 9. CSR will enter “User Name Alteration” as call code in the “Wrap up Mode” of the CRM System. Completer: Inbound Contact Center Turn Around Time (TAT): /Operations Team (Support Immediately/24 hours Center)/CorrespondenceTeam Approved By: GM CS Warid Prepared By: Support Centre Telecom


Document Number. CS/ICC/.022 Final Revision Date: 12th June, 2005 Preparation Date: 4th 4.1.22: Mobile Number Alteration September 2004 Effective Date: 23rd May, 2005 1. CSR will greet customer as SOP 4.1.1. 2. CSR will inform the customer about charges of getting mobile number changed. 3. CSR will request the customer to enter his T-Pin for verification purposes. Refer to SOP 4.1.2 4. CSR will educate the customer that in a while he will hear a computerized voice requesting to enter his T-Pin. 5. CSR will inform the customer that he (CSR) can also listen to the voice to guide the customer, if required. 6. CSR will open the “Authorization Menu” of the CRM System and will click on “T-Pin option”. 7. CSR follow the following steps in case the “Authorization Menu” successfully matches the customer’s entered T-Pin with integrated OSAM database which will be acknowledged by the computerized voice: a. CSR will run the “MSISDN Alteration” Script from the “Script Module” of the CRM System. b. CSR will click on the “Available Numbers Option” on the MSISDN Alteration Window. c. CSR will view list of available numbers given by CRM System in a grid. d. CSR will ask the customer which number would he/she like. e. CSR will select the customer’s desired number and will click on the “CHANGE” button. f. CSR will inform the customer that his/her number has been changed. g. CSR will ensure that the “Account Status Letter” Script has automatically been created as soon as status of the VAS is changed Correspondence Team Supervisor (in case of postpaid customer). 8. CSR will request the customer to call again with the correct T-Pin if T-Pin entered by the customer in CRM Authorization Module didn’t match with the T-Pin information stored in the integrated OSAM database. 9. CSR will close call as per SOP 4.1.3. 10.CSR will enter “MSISDN Alteration” as call code in the “Wrap up Mode” Standard Operating Procedure Number. 4.1.22

of the CRM System. Completer: Inbound Contact Center /Operations Team (Support Centre) Prepared By: Support Centre


Turn Around Time (TAT): 4 Working Hours Key Performance Indicator (KPI): Approved By: GM CS Warid Telecom

Document Number. CS/ICC/.023 Final Revision Date: 12th June, 2005 Preparation Date: 4th 4.1.23: Duplicate Bill Issuance September 2004 Effective Date: 23rd May, 2005 1. CSR will greet customer as SOP 4.1.1. 2. CSR will inform the customer about charges of duplicate bill. 3. CSR will request the customer to enter his T-Pin for verification purposes. Refer to SOP 4.1.2 4. CSR will educate the customer that in a while he will hear a computerized voice requesting to enter his T-Pin. 5. CSR will inform the customer that he (CSR) can also listen to the voice to guide the customer, if required. 6. CSR will open the “Authorization Menu” of the CRM System and will click on “T-Pin option”. 7. CSR follow the following steps in case the “Authorization Menu” successfully matches the customer’s entered T-Pin with integrated OSAM database which will be acknowledged by the computerized voice: a. CSR will run the “Billing Options” Script from the “Script Module” of the CRM System. b. CSR will select the “Duplicate Bill” once the “Billing Options” window pops up. c. CSR will enter notes for Subscriber Management Team of Support Centre for issuance of duplicate bill d. Script will automatically route task to SubCS/SCriber Management. e. CSR will inform the customer that Duplicate bill will be sent within 48 working hours. (Refer to 4.5.11) 8. CSR will request the customer to call again with the correct T-Pin if T-Pin entered by the customer in CRM Authorization Module didn’t match Standard Operating Procedure Number. 4.1.23

with the T-Pin information stored in the integrated OSAM database. 9. CSR will close call as per SOP 4.1.3. 10.CSR will enter “Duplicate Bill Issuance” as call code in the “Wrap up Mode” of the CRM System. Completer: Inbound Contact Center Turn Around Time (TAT): 24 /Bill Delivery Management Working Hours Approved By: GM CS Warid Prepared By: Support Centre Telecom


Document Number. CS/ICC/.024i Final Revision Date: 12th June, 2005 Preparation Date: 4th 4.1.24.1: Cellular Complaint; Outgoing Call Complaints September 2004 Effective Date: 23rd May, 2005 1. CSR will greet customer as SOP 4.1.1. 2. CSR will check all possible options due to which customer may face outgoing call problem including: a. Insufficient Balance or Blocked Access b. Dialing Incorrect Number c. Handset related codes e.g. fixed dialing maybe on. 3. CSR will run the Script of “Outgoing Call Complaints’ in the “ Script Module” of the CRM Systems. 4. CSR will enter required information in the “Outgoing Call Complaints Window” which will include: a. Customer’s numbers on which customer is facing these problems (MSISDN) b. Package Type (post paid or prepaid) c. Customer’s location when problem faced (ask for a landmark & complete address) d. Exchange on which customer is dialing (if customer knows about it) e. Duration of complaint (time in days or months) f. Other contact number (preferably fixed line) Standard Operating Procedure Number. 4.1.24.1

g. Customer’s handset along with model number along with any additional notes e.g. (hands free used or not) 5. CSR will save the window and task will be automatically forwarded to Complaints Management of Support Centre which will further coordinate with engineering team. (Refer to 4.6.1) 6. CSR will inform the customer that he will receive a call back within 48 working hours. 7. CSR will close call as per SOP 4.1.3. 8. CSR will enter “Outgoing Call Complaints” as call code in the “Wrap up Mode” of the CRM System. Turn Around Time (TAT): 72 Completer: Inbound Contact Center Working Hours /Complaints Management Support Key Performance Indicator Center (KPI): Prepared By: Support Centre Approved By: GM CS Warid Support Center Telecom


Document Number. CS/ICC/.024ii Final Revision Date: 12th June, 2005 Preparation Date: 4th 4.1.24.2: Cellular Complaint; Incoming Call Complaints September 2004 Effective Date: 23rd May, 2005 1. CSR will greet customer as SOP 4.1.1. 2. CSR will check all possible options due to which customer may face ingoing call problem including: a. Blocked Access b. Active Diverts 3. CSR will run the Script of “Incoming Call Complaints’ in the “ Script Module” of the CRM Systems. 4. CSR will enter required information in the “Incoming Call Complaints Window” which will include: a. Customer’s numbers on which customer is facing these problems (MSISDN) b. Package Type (post paid or prepaid) c. Customer’s location when problem faced (ask for a landmark & complete address) d. Exchange on which customer is dialing (if customer knows about it) e. Duration of complaint (time in days or months) f. Other contact number (preferably fixed line) g. Customer’s handset along with model number along with any additional notes e.g. (hands free used or not) 5. CSR will save the window and task will be automatically forwarded to Complaints Management of Support Centre which will further coordinate with Engineering team. (Refer to 4.6.1) 6. CSR will inform the customer that he will receive a call back within 48 working hours. 7. CSR will close call as per SOP 4.1.3. 8. CSR will enter “Ingoing Call Complaints” as call code in the “Wrap up Mode” of the CRM System. Turn Around Time (TAT): 72 Completer: Inbound Contact Center Working Hours /Complaints Management Support Key Performance Indicator Center (KPI): Approved By: GM CS Warid Prepared By: Support Centre Telecom Standard Operating Procedure Number. 4.1.24.2


Document Number. CS/ICC/.024iii Final Revision Date: 12th June, 2005 Preparation Date: 4th 4.1.24.3: Cellular Complaint : Signal/Echo Complaints September 2004 Effective Date: 23rd May, 2005 1. CSR will greet customer as SOP 4.1.1. 2. CSR will check all possible options due to which customer may face the signals/echo problem including: a. Louder speaker volume of the handset may result in echoing voices. b. Customer should be in coverage area. c. Customer’s handset should not be defected. d. Has the customer changed his SIM in another set and still faces the same problem? 3. CSR will run the Script of “Signal/Echo Complaints’ in the “ Script Module” of the CRM Systems. 4. CSR will enter required information for the Engineering team in the “Signal/Echo Complaints Window” which will include: a. Customer’s location b. Duration since customer is facing the problem c. Customer’s handset along with model number d. Any Additional Notes 5. CSR will save the window and task will be automatically forwarded to Subscriber Management Team of the Support Centre which will further coordinate with Engineering team. (Refer to 4.5.2) 6. CSR will ensure that the task has been forwarded to the Subscriber Management Team by checking the history task of the customer’s number so that team may check the task by checking it’s workload in CRM System. 7. CSR will inform the customer that he will receive a call back within 48 working hours. 8. CSR will close call as per SOP 4.1.3. 9. CSR will enter “Signal/Echo Complaints” as call code in the “Wrap up Mode” of the CRM System. Turn Around Time (TAT): 72 Completer Inbound Contact Center Working Hours /Complaints Management Support Key Performance Indicator Center (KPI): Approved By: GM CS Warid Prepared By: Support Centre Telecom Standard Operating Procedure Number. 4.1.24.3


Document Number. CS/ICC/.025 Final Revision Date: 12th June, 2005 Preparation Date: 4th 4.1.25: Scratch Card Complaints September 2004 Effective Date: 23rd May, 2005 1. CSR will greet customer as SOP 4.1.1. 2. CSR will narrow down customer complaint by asking him the following options: a. Is the scratch card of Warid, ARY or any other company? (Incase of ARY calling card refer to SOP 4.11.44) b. In case of Warid scratch card proceed to step 3. c. Incase of other than Warid scratch card i.e. any other prepaid calling card problem inform customer that this helpline will not be able to give him/her any further information on these scratch cards and close call as per point 4.1.3 3. CSR will ask the nature of problem: a. Customer cannot feed in the scratch card. (Proceed to point 4.a.) b. Customer has over scratched the card. (Proceed to point 4.b.) c. Customer has misplaced a scratch card. (Proceed to point 4c) 4. For each case CSR will further isolate the problem by asking & informing the customer as follows: a. Ask customer the message received. iii. If message received is: “Card retries over” then CSR will unbarreded the MSISDN immediately from TABS. iv. If message received is: “Card is already entered in the system” CSR will inform customer. CSR will check the following to confirm whether card was recharged before sale date or not: Final Revision Date (IN Final Revision Date) Dispatch date (From finance to distributor) Sale Date (From Distributor to retailer) Recharge Date (Entry in IN) VSRN (Voucher Recharge amount) Charged Number / Region (card entered in which payphone Standard Operating Procedure Number. 4.1.25

prepaid account) If recharge date is before sale date: CSR will make a task under “fraud case” for “Indirect Sales Coordinator Business Development Manager” who will investigate the case further. CSR will also tell customer that the card will be replaced by the distributor from which he bought the card. If recharge date is after sale date: CSR will make a task under “fraud case” for “Indirect Sales Coordinator Business Development Manager” who will investigate the case further. CSR will note the details as mentioned in point 4(ii) b. Ask customer the serial number of the card. CSR will check the status of recharge in system. If card is already recharged will lodge a fraud request ii. iii. If card is visit the nearest business center to get a replacement. c. Any Additional Notes 5. CSR will save the window and task will be automatically forwarded to Subscriber Management Team of the Support Centre which will further coordinate with web administration team using CRM System. (Refer to 4.5.28.2) 6. CSR will ensure that the task has been forwarded to the Subscriber Management Team by checking the history task of the customer’s number so that team may check the task by checking it’s workload in CRM System. 7. CSR will inform the customer that he will receive a call back within 24 working hours. 8. CSR will close call as per SOP 4.1.3. 9. CSR will enter “Web based Complaints” as call code in the “Wrap up Mode” of the CRM System. Turn Around Time (TAT): 24 Working Hours Completer: Inbound Contact Center /Subscriber Management Team Key Performance Indicator (KPI): Approved By: GM CS Warid Prepared By: Support Centre Telecom


Document Number. CS/ICC/.026i Final Revision Date: 12th June, 2005 Preparation Date: 4th 4.1.26.1: Web Site Based Complaints September 2004 Effective Date: 23rd May, 2005 1. CSR will greet customer as SOP 4.1.1. 2. CSR will click the “Knowledge Base” link and will view “Website Knowledge Base” to check all possible options due to which customer may face the commercial website operations based complaints. Such options include: a. Java Virtual Machine (JVM) is required to access internet chat. b. If customer’s Internet Service Provider has implemented a firewall, they may not be able to access a few options. c. Microsoft Windows 2000/XP is needed to surf the website properly. d. Internet Explorer 5.0 or later version is needed to get best view of the website. e. Username and password are required to be entered before personalizing the webpage. f. Online payments of Minimum Rs. ___ and Maximum Rs. ___ can be made. 3. CSR will enter customer’s complaint in CRM system if none of the above is reason of customer’s problem. 4. CSR will enter required information for the web administration team in the “Web Complaints Window” of the CRM System’s “Script Module” which will include: g. Approximate or Exact time when customer faced the problem h. Duration since customer is facing the problem i. Customer’s Computer Operating System and Internet Service Provider j. Error customer receives while trying to use the service k. Last time when customer successfully used the problematic service l. Any Additional Notes 5. CSR will save the window and task will be automatically forwarded to Subscriber Management Team of the Support Centre which will further coordinate with web administration team using CRM System. (Refer to 4.5.28.2) 6. CSR will ensure that the task has been forwarded to the Subscriber Management Team by checking the history task of the customer’s number so that team may check the task by checking it’s workload in CRM System. 7. CSR will inform the customer that he will receive a call back within 24 working hours. 8. CSR will close call as per SOP 4.1.3. 9. CSR will enter “Web based Complaints” as call code in the “Wrap up Mode” of the CRM System. Standard Operating Procedure Number. 4.1.26.1

Completer: Inbound Contact Center /Subscriber Management Team Prepared By: Support Centre



Document Number. CS/ICC/.026ii Final Revision Date: 12th June, 2005 Preparation Date: 4th 4.1.26.2: Web Based Vas Complaints September 2004 Effective Date: 23rd May, 2005 1. CSR will greet customer as SOP 4.1.1. 2. CSR will open the “Knowledge Base” link and will click on “Website VAS link” to check all possible options due to which customer may face the commercial website operations based complaints. Such options include: a. Customer’s handset make and model (Many handsets are incompatible with ring tones, MMS, GPRS, Picture Messages and other web related value added features). b. Ringtone/MMS/Picture Message number sent by the customer. c. Number at which customer sent the message. d. Response received by the customer on sending message. e. Balance in customer’s number. 3. CSR will enter customer’s complaint in CRM system if none of the above is reason of customer’s problem. 4. CSR will enter required information for the web administration team in the “Web Complaints Window” of the CRM System’s “Script Module” which will include: a. Approximate or Exact time when customer sent the message b. Duration since customer is facing the problem c. Customer’s handset along with model number d. Ringtone/MMS/Picture Message number entered by the Customer e. Last time when customer successfully used the problematic service f. Any Additional Notes 5. CSR will save the window and task will be automatically forwarded to Subscriber Management Team of the Support Centre which will further coordinate with web administration team using CRM System. (Refer to 4.5.28.1) 6. CSR will ensure that the task has been forwarded to the Subscriber Management Team by checking the history task of the customer’s Standard Operating Procedure Number. 4.1.26.2

number so that team may check the task by checking it’s workload in CRM System. 7. CSR will inform the customer that he will receive a call back within 24 working hours. 8. CSR will close call as per SOP 4.1.3. 9. CSR will enter “Web based Complaints” as call code in the “Wrap up Mode” of the CRM System. Turn Around Time (TAT): 24 Working Hours Completer: Inbound Contact Center /Subscriber Management Team Key Performance Indicator (KPI): Approved By: GM CS Warid Prepared By: Support Centre Telecom


Document Number. CS/ICC/.027 Final Revision Date: 12th June, 2005 Preparation Date: 4th 4.1.27: Vas Related Complaints September 2004 Effective Date: 23rd May, 2005 1. CSR will greet customer as SOP 4.1.1. 2. CSR will open the “VAS Knowledge Base” window by clicking the “Knowledge Base” link to check all possible options due to which customer may face the VAS related complaints. Such options include: a. If customer entered correct code to activate/deactivate the VAS about which he/she is complaining. b. If VAS is activated in CRM system by checking “ACTIVATED VAS” module against the customer’s number. (If VAS is activated in CRM, it is automatically active in Switching System since CRM System is integrated with the Switching System database). 3. CSR will probe the customer for following information: a. If customer used that particular VAS successfully before. b. Balance in case of prepaid and barring status in case of postpaid. c. If customer changed his handset. 4. CSR will enter customer’s complaint in CRM system if none of the above is reason of customer’s problem. 5. CSR will enter required information for the VAS administration team in the “VAS Complaints Window” of the CRM System’s “ sccript Module” which will include Standard Operating Procedure Number. 4.1.27

a. Approximate or Exact time when customer didn’t get the particular VAS service b. Duration since customer is facing the problem c. Customer’s handset along with model number d. Last time when customer successfully used the problematic service e. Any Additional Notes 6. CSR will save the window and task will be automatically forwarded to Subscriber Management Team of the Support Centre which will further coordinate with VAS administration team using CRM System. (Refer to 4.5.29) 7. CSR will ensure that the task has been forwarded to the Subscriber Management Team by checking the history task of the customer’s number so that team may check the task by checking it’s workload in CRM System. 8. CSR will inform the customer that he will receive a call back within 24 working hours. 9. CSR will close call as per SOP 4.1.3. 10.CSR will enter “VAS based Complaints” as call code in the “Wrap up Mode” of the CRM System. Turn Around Time (TAT): 24 Working Hours Completer: Inbound Contact Center /Subscriber Management Team Key Performance Indicator (KPI): Approved By: GM CS Warid Prepared By: Support Centre Telecom


Standard Operating Procedure Number. 4.1.28.1

4.

Final Revision Date: 12th June, 2005

Preparation Date: 4th September 2004 Effective Date: 23rd May, 2005 CSR will greet customer as SOP 4.1.1. CSR will verify the customer as per SOP 4.1.2 CSR will view the “Payment History Module” against the customer’s number in the CRM System to check: a. Last payment made by the customer CSR will enter the number in CRM system against which customer has

4.1.28.1: Bill Adjustment (Payment Against Wrong Number)

1. 2. 3.

Document Number. CS/ICC/.028i

wrongly paid the amount to verify if payment equal to the amount claimed by the customer has been made on the same time and same point of sale as customer is claiming. 5. CSR will enter the required information for the Subscriber Management Team in the “Bill Adjustment – Payment Against Wrong Number Window” of the CRM System’s “Script Module” which will include: a. Number against which customer has wrongly paid the amount b. Time, Amount and Point of Sale as per customer’s claim c. Any Additional Notes 6. CSR will save the window and task will be automatically forwarded to Subscriber Management Team of the Support Centre which will investigate the case. (Refer to 4.5.1.1) 7. CSR will ensure that the task has been forwarded to the Subscriber Management Team by checking the history task of the customer’s number so that team may check the task by checking it’s workload in CRM System. 8. CSR will inform the customer that he will receive a call back within 24 working hours. 9. CSR will close call as per SOP 4.1.3. 10.CSR will enter “Bill Adjustment” as call code in the “Wrap up Mode” of the CRM System. Turn Around Time (TAT): 24 Working Hours Completer Inbound Contact Center /Subscriber Management Team Key Performance Indicator (KPI): Approved By: GM CS Warid Prepared By: Support Centre Telecom


Standard Operating Procedure Number. 4.1.28.2

Document Number. CS/ICC/.028ii Final Revision Date: 12th June, 2005

Preparation Date: 4th 4.1.28.2: Bill Adjustment (Credit Note) September 2004 Effective Date: 23rd May, 2005 1. CSR will greet customer as SOP 4.1.1. 2. CSR will verify the customer as per SOP 4.1.2 3. CSR will open the “Customer Information Module” against the customer’s number in the CRM System to check: a. Customer’s Package Plan 4. CSR will open the “Task History Module” in the CRM System in order to check if customer made a call or paid a visit before to get his package plan changed. 5. CSR will enter the required information for the Subscriber Management Team in the “Bill Adjustment – Credit Note Window” of the CRM System’s “Script Module” including details of the customer’s complaint about over billing due to wrong information given/non provisioning of package plan change service despite of customer’s claimed instructions and/or any other additional details. 6. CSR will save the window and task will be automatically forwarded to Subscriber Management Team of the Support Centre which will investigate the case. (Refer to 4.5.1.2) 7. CSR will ensure that the task has been forwarded to the Subscriber Management Team by checking the history task of the customer’s number so that team may check the task by checking it’s workload in CRM System. 8. CSR will inform the customer that he will receive a call back within 24 working hours. 9. CSR will close call as per SOP 4.1.3. 10.CSR will enter “Bill Adjustment” as call code in the “Wrap up Mode” of the CRM System. Turn Around Time (TAT): 24 Working Hours Completer: Inbound Contact Center /Subscriber Management Team Key Performance Indicator (KPI): Approved By: GM CS Warid Prepared By: Support Centre Telecom


Document Number. CS/ICC/.028iii Final Revision Date: 12th June, 2005 Preparation Date: 4th 4.1.28.3: Bill Adjustment (Invoice) September 2004 Effective Date: 23rd May, 2005 1. CSR will greet customer as SOP 4.1.1. 2. CSR will open the “Invoice Details Module” against the customer’s number, as link to the module will be available in “Customer Information Module”, to check: a. Detailed breakup of the invoice issued to the customer 3. CSR will verify if there is any ambiguity in the invoice. 4. CSR will educate the customer about breakup of the invoice in case of no ambiguity. 5. CSR will enter the required information for the Subscriber Management Team in the “Bill Adjustment – Invoice Window” of the CRM System’s “Script Module” which will include details of the customer complaint as well as the discrepancy, as per CSR, in the invoice breakup window of the Billing System. 6. CSR will save the window and task will be automatically forwarded to Subscriber Management Team of the Support Centre which will investigate the case. (Refer to 4.5.1.3) 7. CSR will ensure that the task has been forwarded to the Subscriber Management Team by checking the history task of the customer’s number so that team may check the task by checking it’s workload in CRM System. 8. CSR will inform the customer that he will receive a call back within 24 working hours. 9. CSR will close call as per SOP 4.1.3. 10.CSR will enter “Bill Adjustment” as call code in the “Wrap up Mode” of the CRM System. Turn Around Time (TAT): 24 Working Hours Completer: Inbound Contact Center /Subscriber Management Team Key Performance Indicator (KPI): Approved By: GM CS Warid Prepared By: Support Centre Telecom Standard Operating Procedure Number. 4.1.28.3


Document Number. CS/ICC/.028iv Final Revision Date: 12th June, 2005 Preparation Date: 4th 4.1.28.4: Bill Adjustment (Prepaid Deduction Complaints) September 2004 Effective Date: 23rd May, 2005 1. CSR will receive incoming call by clicking the ACCEPT CALL button of the CRM System’s “AGENT Application Module”. 2. CSR will greet the customer by name as per the “CTI Module” of the CRM system. 3. CSR will educate the customer about the deduction scenarios. 4. CSR will enter the required information for the Subscriber Management Team in the “Bill Adjustment – Prepaid Deduction Window” of the CRM System’s “Script Module” which will include details of the customer complaint 5. CSR will save the window and task will be automatically forwarded to Subscriber Management Team of the Support Centre which will investigate the case. (Refer to 4.5.1.3) 6. CSR will ensure that the task has been forwarded to the Subscriber Management Team by checking the history task of the customer’s number so that team may check the task by checking it’s workload in CRM System. 7. CSR will inform the customer that he will receive a call back within 24 working hours. 8. CSR will enter “Bill Adjustment” as call code in the “Wrap up Mode” of the CRM System. Turn Around Time (TAT): 24 Working Hours Completer: Inbound Contact Center /Subscriber Management Team Key Performance Indicator (KPI): Prepared By: Support Centre Approved By: GM CS Warid Standard Operating Procedure Number. 4.1.28.4


Telecom

Document Number. CS/ICC/.029 Final Revision Date: 12th June, 2005 Preparation Date: 4th 4.1.29: Issuance Of Tax Certificates September 2004 Effective Date: 23rd May, 2005 1. CSR will greet customer as SOP 4.1.1. 2. CSR will request the customer to enter his T-Pin for verification purposes. a. CSR will run the “Tax Certificate” Script from the “Script Module” of the CRM System. b. CSR will inform the customer that he can receive tax certificates through postal mail or fax. c. CSR will mention the customer’s desired mode of delivery in the tax certificate task which is being created for the correspondence team. d. CSR will ensure that the task has been forwarded to the Correspondence Team by checking the history task of the customer’s number so that team may check the task by checking it’s workload in CRM System. (Refer to 4.3.22) e. CSR will inform the customer that he/she will be in receipt of the Standard Operating Procedure Number. 4.1.29

tax certificates within 24 working hours. 3. CSR will request the customer to call again with the correct T-Pin if T-Pin entered by the customer in CRM Authorization Module didn’t match with the T-Pin information stored in the integrated OSAM database. 4. CSR will close call as per SOP 4.1.3. 5. CSR will enter “Tax Certificates” as call code in the “Wrap up Mode” of the CRM System. Turn Around Time (TAT): 24 Working Hours Completer: Inbound Contact Centre Officer /Correspondence Team Key Performance Indicator (KPI): Approved By: GM CS Warid Prepared By: Support Centre Telecom


Document Number. CS/ICC/.030 Final Revision Date: 12th June, 2005 Preparation Date: 4th 4.1.30: Issuance Of Redemption Form September 2004 Effective Date: 23rd May, 2005 1. CSR will greet customer as SOP 4.1.1. 2. CSR will request the customer to enter his T-Pin for verification purposes. 3. CSR will educate the customer that in a while he will hear a computerized voice requesting to enter his T-Pin. 4. CSR will inform the customer that he (CSR) can also listen to the voice to guide the customer, if required. 5. CSR will open the “Authorization Menu” of the CRM System and will click on “T-Pin option”. 6. CSR follow the following steps in case the “Authorization Menu” successfully matches the customer’s entered T-Pin with integrated OSAM database which will be acknowledged by the computerized voice: a. CSR will run the “Redemption Campaign” Script from the “Script Module” of the CRM System. b. CSR will inform the customer that he can receive redemption form through postal mail or fax. c. CSR will mention the customer’s desired mode of delivery in the redemption form task which is being created for the correspondence team. d. CSR will ensure that the task has been forwarded to the Correspondence Team by checking the history task of the customer’s number so that team may check the task by checking it’s workload in CRM System. (Refer to 4.3.23) e. CSR will inform the customer that he/she will be in receipt of the redemption form within 24 working hours. 7. CSR will request the customer to call again with the correct T-Pin if T-Pin entered by the customer in CRM Authorization Module didn’t match with the T-Pin information stored in the integrated OSAM database. 8. CSR will close call as per SOP 4.1.3. 9. CSR will enter “Redemption Forms” as call code in the “Wrap up Mode” of the CRM System. Turn Around Time (TAT): 24 Working Hours Completer: Inbound Contact Centre Officer /Correspondence Team Key Performance Indicator (KPI): Approved By: GM CS Warid Prepared By: Support Centre Telecom Standard Operating Procedure Number. 4.1.30


Document Number. CS/ICC/.031 Final Revision Date: 12th June, 2005 Preparation Date: 4th 4.1.31: PUK Code Provision September 2004 Effective Date: 23rd May, 2005 1. CSR will greet customer as SOP 4.1.1. 2. CSR will ask the customer if he/she wants to get PUK Code from the IVR. 3. CSR will select “IVR Menu” from the CRM System and will click on the “PUK Code” if customer expresses his consent to listen to IVR. 4. CSR will request the customer to enter his T-Pin for verification purposes if customer doesn’t want to switch over to IVR. 5. CSR will educate the customer that in a while he will hear a computerized voice requesting to enter his T-Pin. 6. CSR will inform the customer that he (CSR) can also listen to the voice to guide the customer, if required. 7. CSR will open the “Authorization Menu” of the CRM System and will click on “T-Pin option”. 8. CSR follow the following steps in case the “Authorization Menu” successfully matches the customer’s entered T-Pin with integrated OSAM database which will be acknowledged by the computerized voice: a. CSR will view the “Customer Information Module” to give the PUK code to the customer. b. CSR will click the “Knowledge Base link” and will click on “PUK” to guide the customer how to enter the PUK Code in a secure manner. c. CSR will ask customer’s handset make and model number which he will enter into the Handset field of the “PUK Knowledge Base Window”. d. CSR will view the results being displayed and will educate the customer about entering the PUK code. 9. CSR will request the customer to call again with the correct T-Pin if T-Pin entered by the customer in CRM Authorization Module didn’t match with the T-Pin information stored in the integrated OSAM database. 10.CSR will close call as per SOP 4.1.3. 11.CSR will enter “PUK Code” as call code in the “Wrap up Mode” of the CRM System. Turn Around Time (TAT): N/A Completer: Inbound Contact Centre Key Performance Indicator Officer (KPI): Standard Operating Procedure Number. 4.1.31

Prepared By: Support Centre


Approved By: GM CS Warid Telecom

Document Number. CS/ICC/.032 Final Revision Date: 12th June, 2005 Preparation Date: 4th 4.1.32: T-Pin Code Issuance September 2004 Effective Date: 23rd May, 2005 1. CSR will greet customer as SOP 4.1.1. 2. CSR will request the customer to give manual verifications in order to have new T-Pin issued. 3. CSR will open the “Customer Information Module” of the CRM System for manual verifications, which include: a. Billing/Mailing Address of the Customer b. PTCL number given by the Customer c. Last Amount Recharged by the prepaid customer or last billing amount paid by the postpaid customer 4. CSR will run the “T-Pin Issuance” Script in the “Script Module” of the CRM System. 5. CSR will state in the “T-Pin Issuance Window” that customer needs to be sent new T-Pin. 6. CSR will inform the customer that he/she will receive the new T-Pin within 24 working hours on the mailing address given by him/her. 7. CSR will ensure that the task has been forwarded to the Correspondence Team by checking the history task of the customer’s number so that team may check the task by checking it’s workload in CRM System. (Refer to 4.3.24) 8. CSR will close call as per SOP 4.1.3. 9. CSR will enter “T-Pin Reset” as call code in the “Wrap up Mode” of the CRM System. Turn Around Time (TAT): 24 Working Hours Completer: Correspondence Team Key Performance Indicator (KPI): Approved By: GM CS Warid Prepared By: Support Centre Telecom Standard Operating Procedure Number. 4.1.32


Document Number. CS/ICC/.033 Final Revision Date: 12th June, 2005 Preparation Date: 4th 4.1.33: Coverage Queries September 2004 Effective Date: 23rd May, 2005 1. CSR will greet customer as SOP 4.1.1. 2. CSR will offer the customer if he/she would like the call to be transferred on the IVR for coverage information. 3. CSR will transfer the call to IVR if customer expresses his consent by clicking IVR Menu of the CRM system and selecting Coverage from the list. 4. CSR will click the “Knowledge Base Link” of the navigation bar and will select “Coverage sub link” which will pop up the “Coverage Information” in the right pane, if customer doesn’t want to switch over to IVR. 5. CSR will enter the customer’s desired city name in the “Search option” of the “Coverage Information CS/SCreen”. 6. CSR will view the search results displayed in the grid and will update the customer about “Coverage Status” in that particular city. 7. CSR will close call as per SOP 4.1.3. 8. CSR will enter “Coverage Queries” as call code in the “Wrap up Mode” of the CRM System. Turn Around Time (TAT): N/A Completer: Inbound Contact Centre Key Performance Indicator Officer (KPI): Approved By: GM CS Warid Prepared By: Support Centre Telecom Standard Operating Procedure Number. 4.1.33


Document Number. CS/ICC/.034 Final Revision Date: 12th June, 2005 Preparation Date: 4th 4.1.34: Package Plan Queries September 2004 Effective Date: 23rd May, 2005 1. CSR will greet customer as SOP 4.1.1. 2. CSR will offer the customer if he/she would like the call to be transferred on the IVR for Package Plan information. 3. CSR will transfer the call to IVR if customer expresses his consent by clicking IVR Menu of the CRM system and selecting Package Plan from the list. 4. CSR will click the “Knowledge Base Link” of the navigation bar and will select “Package Plan sub link” which will pop up the “Package Plan Information” in the right pane, if customer doesn’t want to switch over to IVR. 5. CSR will view the package plan details displayed and will update the customer about various or asked package plan information. 6. CSR will close call as per SOP 4.1.3. 7. CSR will enter “Package Plan Queries” as call code in the “Wrap up Mode” of the CRM System. Turn Around Time (TAT): N/A Completer: Inbound Contact Centre Key Performance Indicator Officer (KPI): Approved By: GM CS Warid Prepared By: Support Centre Telecom Standard Operating Procedure Number. 4.1.34


Document Number. CS/ICC/.035 Final Revision Date: 12th June, 2005 Preparation Date: 4th 4.1.35: Pricing And Tariff September 2004 Effective Date: 23rd May, 2005 1. CSR will greet customer as SOP 4.1.1. 2. CSR will offer the customer if he/she would like the call to be transferred on the IVR for Pricing and Tariff information. 3. CSR will transfer the call to IVR if customer expresses his consent by clicking IVR Menu of the CRM system and selecting Pricing and Tariff from the list. 4. CSR will click the “Knowledge Base Link” of the navigation bar and will select “Pricing and Tariff sub link” which will pop up the “Pricing and Tariff Information” in the right pane, if customer doesn’t want to switch over to IVR. 5. CSR will view the pricing and tariff details displayed and will update the customer about various or asked call charges or pricing breakup information. 6. CSR will close call as per SOP 4.1.3. 7. CSR will enter “Pricing and Tariff” as call code in the “Wrap up Mode” of the CRM System. Turn Around Time (TAT): N/A Completer: Inbound Contact Centre Key Performance Indicator Officer (KPI): Approved By: GM CS Warid Prepared By: Support Centre Telecom Standard Operating Procedure Number. 4.1.35


Document Number. CS/ICC/.036 Final Revision Date: 12th June, 2005 Preparation Date: 4th 4.1.36: Billing Information September 2004 Effective Date: 23rd May, 2005 1. CSR will greet customer as SOP 4.1.1. 2. CSR will offer the customer if he/she would like the call to be transferred on the IVR for Billing information. 3. CSR will transfer the call to IVR if customer expresses his consent by clicking IVR Menu of the CRM system and selecting Billing from the list. 4. CSR will also educate the customer about his/her package plan, credit limit and bill day. 5. CSR will close call as per SOP 4.1.3. 6. CSR will enter “Billing Information” as call code in the “Wrap up Mode” of the CRM System. Turn Around Time (TAT): N/A Completer: Inbound Contact Centre Key Performance Indicator Officer (KPI): Approved By: GM CS Warid Prepared By: Support Centre Telecom Standard Operating Procedure Number. 4.1.36


Document Number. CS/ICC/.037 Final Revision Date: 12th June, 2005 Preparation Date: 4th 4.1.37: Gprs Activation/Queries September 2004 Effective Date: 23rd May, 2005 1. CSR will greet customer as SOP 4.1.1. 2. CSR will offer the customer if he/she may visit our commercial website for information related to GPRS. 3. CSR will run the “GPRS Script” from the “Script Module” of the CRM System to activate the GPRS services on customer’s number. 4. CSR will also educate the customer about the charges of using GPRS services. 5. CSR will close call as per SOP 4.1.3. 6. CSR will enter “GPRS Activation/Queries” as call code in the “Wrap up Mode” of the CRM System. Turn Around Time (TAT): Immediately Completer: Inbound Contact Centre Officer Key Performance Indicator (KPI): Approved By: GM CS Warid Prepared By: Support Centre Telecom Standard Operating Procedure Number. 4.1.37


Document Number. CS/ICC/.038 Final Revision Date: 12th June, 2005 Preparation Date: 4th 4.1.38: Mms Queries September 2004 Effective Date: 23rd May, 2005 1. CSR will greet customer as SOP 4.1.1. 2. CSR will offer the customer if he/she may visit our commercial website for information related to MMS. 3. CSR will run the “MMS Activation Script” from the “Script Module” of the CRM System to forward MMS activation instructions to the Operations Team. (Ref to4.5.21) 4. CSR will also educate the customer about charges of using MMS services. 5. CSR will close call as per SOP 4.1.3. 6. CSR will enter “MMS Queries/Activation” as call code in the “Wrap up Mode” of the CRM System. Standard Operating Procedure Number. 4.1.38

Completer: Operations Team Prepared By: Support Centre


Turn Around Time (TAT): One Working Hour Key Performance Indicator (KPI): Approved By: GM CS Warid Telecom

Document Number. CS/ICC/.039 Final Revision Date: 12th June, 2005 Preparation Date: 4th 4.1.39: Sms Queries September 2004 Effective Date: 23rd May, 2005 1. CSR will greet customer as SOP 4.1.1. 2. CSR will offer the customer if he/she would like the call to be transferred on the IVR for SMS settings. 3. CSR will transfer the call to IVR if customer expresses his consent by clicking IVR Menu of the CRM system and selecting SMS Settings from the list. Standard Operating Procedure Number. 4.1.39

4. CSR will click the “Knowledge Base Link” of the CRM System and will select “SMS Settings link” which will pop up the “SMS Settings” in the right pane, if customer doesn’t want to switch over to IVR. 5. CSR will view SMS Settings details displayed in the grid and will update the customer about SMS information as per customer’s handset. 6. CSR will also educate the customer about charges of using SMS services. 7. CSR will close call as per SOP 4.1.3. 8. CSR will enter “SMS Queries” as call code in the “Wrap up Mode” of the CRM System. Turn Around Time (TAT): N/A Completer: Inbound Contact Centre Key Performance Indicator Officer (KPI): Approved By: GM CS Warid Prepared By: Support Centre Telecom




Preparation Date: 4th 4.1.40: Handset Based Queries September 2004 Effective Date: 23rd May, 2005 1. CSR will greet customer as SOP 4.1.1. 2. CSR will offer the customer if he/she would like the call to be transferred on the IVR for handset details. 3. CSR will transfer the call to IVR if customer expresses his consent by clicking IVR Menu of the CRM system and selecting Handset Features from the list. 4. CSR will click the “Knowledge Base Link” of the navigation bar and will select “Handset sub link” which will pop up the “Handset Settings” in the right pane, if customer doesn’t want to switch over to IVR. 5. CSR will ask the customer about his/her handset and will enter the handset make and model number in the Search Field. 6. CSR will view the respective handset’s setting details displayed in the grid and will update the customer. 7. CSR will request the customer to visit any mobile vendor if handset or required feature is not listed. 8. CSR will close call as per SOP 4.1.3. 9. CSR will enter “Handset Based Queries” as call code in the “Wrap up Mode” of the CRM System. Turn Around Time (TAT): N/A Completer: Inbound Contact Centre Key Performance Indicator Officer (KPI): Approved By: GM CS Warid Prepared By: Support Centre Telecom


Document Number. CS/ICC/.041 Final Revision Date: 12th June, 2005 Preparation Date: 4th 4.1.41: Vas Based Queries September 2004 Effective Date: 23rd May, 2005 1. CSR will greet customer as SOP 4.1.1. 2. CSR will offer the customer if he/she would like the call to be transferred on the IVR for VAS details. 3. CSR will transfer the call to IVR if customer expresses his consent by clicking IVR Menu of the CRM system and selecting VAS from the list. 4. CSR will click the “Knowledge Base Link” of the navigation bar and will select “VAS sub link” which will pop up the “VAS Information” in the right pane, if customer doesn’t want to switch over to IVR. 5. CSR will ask the customer about the VAS he/she wants to know about and will enter the respective VAS into the search field. 6. CSR will view the respective VAS details displayed in the grid and will update the customer. 7. CSR will also educate the charges of using the asked VAS, if any. 8. CSR will close call as per SOP 4.1.3. 9. CSR will enter “VAS Based Queries” as call code in the “Wrap up Mode” of the CRM System. Turn Around Time (TAT): N/A Completer: Inbound Contact Centre Key Performance Indicator Officer (KPI): Approved By: GM CS Warid Prepared By: Support Centre Telecom Standard Operating Procedure Number. 4.1.41


Document Number. CS/ICC/.042 Final Revision Date: 12th June, 2005 Preparation Date: 4th 4.1.42: Ownership Based Queries September 2004 Effective Date: 23rd May, 2005 1. CSR will greet customer as SOP 4.1.1. 2. CSR will enter the number in CRM System given by the customer to find out about the ownership details. 3. CSR will ask the customer about his expected owner name. 4. CSR will confirm to the customer if ownership is in customer’s expected name or not. 5. CSR will also educate the customer about charges of ownership change and procedure of filling out the form at any of our front office, if ownership is not in customer’s expected name. (Ref to 4.7.45) 6. CSR will close call as per SOP 4.1.3. 7. CSR will enter “Ownership Based Queries” as call code in the “Wrap up Mode” of the CRM System. Turn Around Time (TAT): N/A Completer: Inbound Contact Centre Key Performance Indicator Officer (KPI): Approved By: GM CS Warid Prepared By: Support Centre Telecom Standard Operating Procedure Number. 4.1.42


Document Number. CS/ICC/.043 Final Revision Date: 12th June, 2005 Preparation Date: 4th 4.1.43: Local Loop Based Queries September 2004 Effective Date: 23rd May, 2005 1. CSR will greet customer as SOP 4.1.1. 2. CSR will offer the customer if he/she would like the call to be transferred on the IVR for Local Loop details. 3. CSR will transfer the call to IVR if customer expresses his consent by clicking IVR Menu of the CRM system and selecting Local Loop Details from the list. 4. CSR will click the “Knowledge Base Link” of the CRM System and will select “Local Loop sub link” which will pop up the “Local Loop Information” in the right pane, if customer doesn’t want to switch over to IVR. 5. CSR will educate the customer what local loops are and will give him updates about our vision. 6. CSR will close call as per SOP 4.1.3. 7. CSR will enter “Local Loop Based Queries” as call code in the “Wrap up Mode” of the CRM System. Turn Around Time (TAT): Completer: Inbound Contact Centre Key Performance Indicator Officer (KPI): Approved By: GM CS Warid Prepared By: Support Centre Telecom Standard Operating Procedure Number. 4.1.43


Document Number. CS/ICC/.043 Final Revision Date: 12th June, 2005 Preparation Date: 4th 4.1.43: Wireless Local Loop / Local Loop Based Queries September 2004 Effective Date: 23rd May, 2005 1. CSR will greet customer as SOP 4.1.1. 2. CSR will offer the customer if he/she would like the call to be transferred on the IVR for WLL details. 3. CSR will transfer the call to IVR if customer expresses his consent by clicking IVR Menu of the CRM system and selecting WLL Details from the list. 4. CSR will click the “Knowledge Base Link” of the CRM System and will select “WLL sub link” which will pop up the “WLL Information” in the right pane, if customer doesn’t want to switch over to IVR. 5. CSR will educate the customer what wireless local loops are and will give him updates about our vision. 6. CSR will close call as per SOP 4.1.3. 7. CSR will enter “WLL Based Queries” as call code in the “Wrap up Mode” of the CRM System. Turn Around Time (TAT): N/A Completer: Inbound Contact Centre Key Performance Indicator Officer (KPI): Approved By: GM CS Warid Prepared By: Support Centre Telecom Standard Operating Procedure Number. 4.1.43


Document Number. CS/ICC/.044i Final Revision Date: 12th June, 2005 Preparation Date: 4th 4.1.44.1: LDI Based Card Complaints (Invalid PIN September 2004 problem) Effective Date: 23rd May, 2005 1. CSR will greet customer as SOP 4.1.1. 2. CSR will narrow down customer complaint by asking him the following options: a. Is the scratch card of Warid,? (Incase of Warid refer to SOP 4.1.25) b. In case of ARY calling card proceed to step 3. c. Incase of other than Warid or ARY scratch card i.e. any other prepaid calling card problem inform customer that this helpline will not be able to give him/her any further information on these scratch cards and close call as per point 4.1.3 3. CSR will narrow down the nature of problem by asking customer the following questions: a. Is the customer facing a problem related to his/her scratch card? (Refer to point 3) b. Is the customer facing a problem related to his/her quality of call & connectivity (Refer to SOP 4.1.45 c. Is the customer inquiring about tariff plan? (Refer to SOP 4.1.44.3) d. Is the customer facing inquiring about the feature set of LDI? (Refer to SOP 4.11.46) 4. If customer is facing a scratch card related problem, CSR will click the “Knowledge Base Link” of the CRM System and will select “LDI sub link” which will pop up the “LDI Information” a. Customer card retries over. (Proceed to point 4.) b. Customer has over scratched the card. (Proceed to point 4.1.44.2) c. Customer has misplaced a scratch card. (Proceed to SOP 4.1.44.3) d. Customer’s card has expired. ( Proceed to SOP 4.1.44.4) e. Customer’s card is deactivated. ( Proceed to SOP 4.1.44.5) f. Customer’s card merge operation failed. (Proceed to SOP 4.1.44.6) g. Customer complains of over charging on his card. (Proceed to SOP 4.1.44.7) 5. If customer card retries over, CSR will ask the following narrowing down questions: a. If message received is “Card retries over”. CSR will educate customer that this message will be available only if customer enters wrong PIN. When customer hangs up call and retries Standard Operating Procedure Number. 4.1.44.1

again the card will connect provided the PIN entered is correct. Note:- The PIN for each card is the last 4 digits of the scratched number. Each scratched number consists of 16 digits. b. If message received “Card already entered in system”. CSR will empathize with customer and inform him that the customer’s card cannot be replaced from any ARY dealer. The card could only have been entered in system if the PIN was misplaced by the customer. 6. CSR will close call as per SOP 4.1.3. 7. CSR will enter “LDI Scratch Card Complaints” as call code in the “Wrap up Mode” of the CRM System. Turn Around Time (TAT): Immediately Completer: Inbound Contact Centre Officer Key Performance Indicator (KPI): Im mediately Approved By: GM CS Warid Prepared By: Support Centre Telecom


Document Number. CS/ICC/.044ii Final Revision Date: 12th June, 2005 Preparation Date: 4th 4.1.44.2: LDI Based Card Complaints (Over scratched September 2004 card) Effective Date: 23rd May, 2005 1. CSR will greet customer as SOP 4.1.1. 2. CSR will narrow down customer complaint by asking him the following options: a. Is the scratch card of Warid,? (Incase of Warid refer to SOP 4.1.25) b. In case of ARY calling card proceed to step 3. c. Incase of other than Warid or ARY scratch card i.e. any other prepaid calling card problem inform customer that this helpline will not be able to give him/her any further information on these scratch cards and close call as per point 4.1.3 3. CSR will narrow down the nature of problem by asking customer the following questions: a. Is the customer facing a problem related to his/her scratch card? (Refer to point 3) b. Is the customer facing a problem related to his/her quality of call & connectivity (Refer to SOP 4.1.44.2) c. Is the customer inquiring about tariff plan? (Refer to SOP 4.1.44.3) d. Is the customer facing inquiring about the feature set of LDI? (Refer to SOP 4.11.44.4) 4. If customer is facing a scratch card related problem, CSR will click the “Knowledge Base Link” of the CRM System and will select “LDI sub link” which will pop up the “LDI Information” a. Customer card retries over. (Proceed to SOP 41.44.1.) b. Customer has over scratched the card. (Proceed to point 4) c. Customer has misplaced a scratch card. (Proceed to SOP 4.1.44.3) d. Customer’s card has expired. ( Proceed to SOP 4.1.44.4) e. Customer’s card is deactivated. ( Proceed to SOP 4.1.44.5) f. Customer’s card merge operation failed. (Proceed to SOP 4.1.44.6) g. Customer complains of over charging on his card. (Proceed to SOP 4.1.44.7) 5. If customer has over scratched the card CSR will ask customer to give the following information before a complaint can be lodged: a. Card serial number. A 16 digit number b. The visible scratched number. 6. CSR will visit the “Card Profile” screen of PSP to check that the card has not already been loaded in the system. 7. If the card has not been uploaded in the system CSR will make a task for NOC (Network Operations Control) to block card in software and inform customer to call again in 2 hours time to get a replacement card with the same balance amount. Standard Operating Procedure Number. 4.1.44.2

8.

CSR will close call as per SOP 4.1.3. 9. CSR will enter “LDI Scratch Card Complaints” as call code in the “Wrap up Mode” of the CRM System. Turn Around Time (TAT): 2 minutes Completer: Inbound Contact Centre Officer Key Performance Indicator (KPI): 2 minutes Approved By: GM CS Warid Prepared By: Support Centre Telecom


Document Number. CS/ICC/.044iii Final Revision Date: 12th June, 2005 Preparation Date: 4th 4.1.44.3: LDI Based Card Complaints (Misplaced card) September 2004 Effective Date: 23rd May, 2005 1. CSR will greet customer as SOP 4.1.1. 2. CSR will narrow down customer complaint by asking him the following options: a. Is the scratch card of Warid,? (Incase of Warid refer to SOP 4.1.25) b. In case of ARY calling card proceed to step 3. c. Incase of other than Warid or ARY scratch card i.e. any other prepaid calling card problem inform customer that this helpline will not be able to give him/her any further information on these scratch cards and close call as per point 4.1.3 3. CSR will narrow down the nature of problem by asking customer the following questions: a. Is the customer facing a problem related to his/her scratch card? (Refer to point 3) a. Is the customer facing a problem related to his/her quality of call & connectivity (Refer to SOP 4.1.44.2) b. Is the customer inquiring about tariff plan? (Refer to SOP 4.1.44.3) c. Is the customer facing inquiring about the feature set of LDI? (Refer to SOP 4.11.44.4) 4. If customer is facing a scratch card related problem, CSR will click the “Knowledge Base Link” of the CRM System and will select “LDI sub link” which will pop up the “LDI Information” a. Customer card retries over. (Proceed to SOP 41.44.1.) b. Customer has over scratched the card. (Proceed to SOP 4.1.44.2) c. Customer has misplaced a scratch card. (Proceed to point 4) d. Customer’s card has expired. (Proceed to SOP 4.1.44.4 ) e. Customer’s card is deactivated. ( Proceed to SOP 4.1.44.5 ) f. Customer’s card merge operation failed. (Proceed to SOP 4.1.44.6) g. Customer complains of over charging on his card. (Proceed to SOP 4.1.44.7) 5. If customer has misplaced a scratch card, CSR will educate the customer that the misplaced card cannot be blocked in the software. CSR will empathize with the customer while explaining that the nature of the request cannot be entertained. Calling cards cannot be blocked in the system. 6. CSR will close call as per SOP 4.1.3. 7. CSR will enter “LDI Scratch Card Complaints” as call code in the “Wrap up Mode” of the CRM System. Standard Operating Procedure Number. 4.1.44.3



Turn Around Time (TAT): 1 minute Key Performance Indicator (KPI): 1 minute Approved By: GM CS Warid Telecom

Document Number. CS/ICC/.044iv Final Revision Date: 12th June, 2005 Preparation Date: 4th 4.1.44.4: LDI Based Card Complaints (Expired card) September 2004 Effective Date: 23rd May, 2005 1. CSR will greet customer as SOP 4.1.1. 2. CSR will narrow down customer complaint by asking him the following options: a. Is the scratch card of Warid,? (Incase of Warid refer to SOP 4.1.25) b. In case of ARY calling card proceed to step 3. c. Incase of other than Warid or ARY scratch card i.e. any other prepaid calling card problem inform customer that this helpline will not be able to give him/her any further information on these scratch cards and close call as per point 4.1.3 3. CSR will narrow down the nature of problem by asking customer the following questions: a. Is the customer facing a problem related to his/her scratch card? (Refer to point 3) b. Is the customer facing a problem related to his/her quality of call & connectivity (Refer to SOP 4.1.44.2) c. Is the customer inquiring about tariff plan? ( Refer to SOP 4.1.44.3) d. Is the customer facing inquiring about the feature set of LDI? (Refer to SOP 4.1.44.4) 4. If customer is facing a scratch card related problem, CSR will click the “Knowledge Base Link” of the CRM System and will select “LDI sub link” which will pop up the “LDI Information” a. Customer card retries over. (Proceed to SOP 4.1.44.1) b. Customer has over scratched the card. (Proceed to SOP 4.1.44.2) c. Customer has misplaced a scratch card. (Proceed to SOP 4.1.44.3) d. Customer’s card has expired. ( Proceed to point 4) e. Customer’s card is deactivated. ( Proceed to SOP 4.1.44.5) f. Customer’s card merge operation failed. (Proceed to SOP 4.1.44.6) g. Customer complains of over charging on his card. (Proceed to SOP 4.1.44.7) 5. If customer’s card has expired the CSR will further narrow down the query by checking the status of the card in the “Card Profile” screen of PSP: a. If the time mentioned on the card has elapsed, CSR will educate the customer that the card balance is valid only till the time mentioned on the back of the card. Note: - The card validity becomes effective once the first call is made from the card. b. If the balance appears as null or a minimum (Rs.3) CSR will Standard Operating Procedure Number. 4.1.44.4

inform customer that call cannot be made because of insufficient balance? Note: - No card will be distributed in the market if its serial number has expired due to balance or time. 6. CSR will educate customer to merge a new card in the existing card. OR use a new card for calling. If customer disputes making the expiry date CSR can always mention the first calling date from the “Call Log” screen. 7. CSR will close call as per SOP 4.1.3. 8. CSR will enter “LDI Scratch Card Complaints” as call code in the “Wrap up Mode” of the CRM System. Turn Around Time (TAT): N/A Completer: Inbound Contact Centre Key Performance Indicator Officer (KPI): Approved By: GM CS Warid Prepared By: Support Centre Telecom


Document Number. CS/ICC/.044v Final Revision Date: 12th June, 2005 Preparation Date: 4th 4.1.44.5: LDI Based Card Complaints (Deactivated card) September 2004 Effective Date: 23rd May, 2005 1. CSR will greet customer as SOP 4.1.1. 2. CSR will narrow down customer complaint by asking him the following options: a. Is the scratch card of Warid,? (Incase of Warid refer to SOP 4.1.25) b. In case of ARY calling card proceed to step 3. c. Incase of other than Warid or ARY scratch card i.e. any other prepaid calling card problem inform customer that this helpline will not be able to give him/her any further information on these scratch cards and close call as per point 4.1.3 3. CSR will narrow down the nature of problem by asking customer the following questions: a. Is the customer facing a problem related to his/her scratch card? (Refer to point 3) b. Is the customer facing a problem related to his/her quality of call & connectivity (Refer to SOP 4.1.44.2) c. Is the customer inquiring about tariff plan? (Refer to SOP 4.1.44.3) d. Is the customer facing inquiring about the feature set of LDI? (Refer to SOP 4.11.44.4) 4. If customer is facing a scratch card related problem, CSR will click the “Knowledge Base Link” of the CRM System and will select “LDI sub link” which will pop up the “LDI Information” a. Customer card retries over. (Proceed to SOP 4.1.44.1) b. Customer has over scratched the card. (Proceed to SOP 4.1.44.2) c. Customer has misplaced a scratch card. (Proceed to SOP 4.1.44.3) d. Customer’s card has expired. ( Proceed to SOP 4.1.44.4) e. Customer’s card is deactivated. ( Proceed to point 4) f. Customer’s card merge operation failed. (Proceed to SOP 4.1.44.6) g. Customer complains of over charging on his card. (Proceed to SOP 4.1.44.7) 5. If customer received card deactivated message, CSR will further narrow down the query by checking the status of the card in the software screen “Card Profile”. The deactivation date is mentioned along with the deactivation reason is mentioned in this screen. CSR will also explain that deactivation of card will occur after 3 months of first use as is mentioned on the back side of the card. If time has elapsed then card balance cannot be replaced. Note:- No card can be circulated in the market if the serial number is deactivated. Standard Operating Procedure Number. 4.1.44.5

6. CSR will also check the “Card Log” screen which mentions the calls made by the card. If the case is genuine then the CSR will make a task for NOC (Network Operations Control) mentioning the following details in the notes: a. Serial number 7. Inform customer that he/she call back in 2 hours to get an update on his/her query. 8. CSR will close call as per SOP 4.1.3. 9. CSR will enter “LDI Scratch Card Complaints” as call code in the “Wrap up Mode” of the CRM System. Turn Around Time (TAT): 2 hours Completer: Inbound Contact Centre Key Performance Indicator Officer/NOC (KPI): 2 hours Approved By: GM CS Warid Prepared By: Support Centre Telecom


Document Number. CS/ICC/.044vi Final Revision Date: 12th June, 2005 Preparation Date: 4th 4.1.44.6: LDI Based Card Complaints (Card Merge September 2004 problems) Effective Date: 23rd May, 2005 1. CSR will greet customer as SOP 4.1.1. 2. CSR will narrow down customer complaint by asking him the following options: a. Is the scratch card of Warid,? (Incase of Warid refer to SOP 4.1.25) b. In case of ARY calling card proceed to step 3. c. Incase of other than Warid or ARY scratch card i.e. any other prepaid calling card problem inform customer that this helpline will not be able to give him/her any further information on these scratch cards and close call as per point 4.1.3 3. CSR will narrow down the nature of problem by asking customer the following questions: a. Is the customer facing a problem related to his/her scratch card? (Refer to point 3) b. Is the customer facing a problem related to his/her quality of call & connectivity (Refer to SOP 4.1.44.2) c. Is the customer inquiring about tariff plan? (Refer to SOP 4.1.44.3) d. Is the customer facing inquiring about the feature set of LDI? (Refer to SOP 4.11.44.4) 4. If customer is facing a scratch card related problem, CSR will click the “Knowledge Base Link” of the CRM System and will select “LDI sub link” which will pop up the “LDI Information” a. Customer card retries over. (Proceed to SOP 4.1.44.1) b. Customer has over scratched the card. (Proceed to SOP 4.1.44.2) c. Customer has misplaced a scratch card. (Proceed to SOP 4.1.44.3) d. Customer’s card has expired. ( Proceed to SOP 4.1.44.4) e. Customer’s card is deactivated. ( Proceed to SOP 4.1.44.5) f. Customer’s card merge operation failed. (Proceed to point 4) g. Customer complains of over charging on his card. (Proceed to SOP 4.1.44.7) 5. If customer’s card merge option failed CSR will ask the following narrowing down questions: a. What was the primary card number? Primary card is the card in which the balance is being transferred b. What is the secondary card number? Secondary card is the card from which the balance is being transferred. c. What was the balance of both cards? 6. CSR will punch in the primary and secondary card number in PSP screen “Card Merge” to check the balance and merge status. Standard Operating Procedure Number. 4.1.44.6

7. If merge is unsuccessful CSR will make a task for NOC (Network Operations Control) and inform customer to call back in 2 hours to get an update on his query. 8. CSR will close call as per SOP 4.1.3. 9. CSR will enter “LDI Scratch Card Complaints” as call code in the “Wrap up Mode” of the CRM System. Turn Around Time (TAT): 2 hours Completer: Inbound Contact Centre Key Performance Indicator Officer/ NOC (KPI): 2 hours Approved By: GM CS Warid Prepared By: Support Centre Telecom


Document Number. CS/ICC/.044vii Final Revision Date: 12th June, 2005 Preparation Date: 4th 4.1.44.7: LDI Based Card Complaints (Overcharging) September 2004 Effective Date: 23rd May, 2005 1. CSR will greet customer as SOP 4.1.1. 2. CSR will narrow down customer complaint by asking him the following options: a. Is the scratch card of Warid,? (Incase of Warid refer to SOP 4.1.25) b. In case of ARY calling card proceed to step 3. c. Incase of other than Warid or ARY scratch card i.e. any other prepaid calling card problem inform customer that this helpline will not be able to give him/her any further information on these scratch cards and close call as per point 4.1.3 3. CSR will narrow down the nature of problem by asking customer the following questions: a. Is the customer facing a problem related to his/her scratch card? (Refer to point 3) b. Is the customer facing a problem related to his/her quality of call & connectivity (Refer to SOP 4.1.44.2) c. Is the customer inquiring about tariff plan? (Refer to SOP 4.1.44.3) d. Is the customer facing inquiring about the feature set of LDI? (Refer to SOP 4.11.44.4) 4. If customer is facing a scratch card related problem, CSR will click the “Knowledge Base Link” of the CRM System and will select “LDI sub link” which will pop up the “LDI Information” a. Customer card retries over. (Proceed to SOP 4.1.44.1) b. Customer has over scratched the card. (Proceed to SOP 4.1.44.2) c. Customer has misplaced a scratch card. (Proceed to SOP 4.1.44.3) d. Customer’s card has expired. ( Proceed to SOP 4.1.44.4) e. Customer’s card is deactivated. ( Proceed to SOP 4.1.44.5) f. Customer’s card merge operation failed. (Proceed to SOP 4.1.44.8) g. Customer complains of over charging on his card. (Proceed to point 4) 5. If customer’s overcharging option failed CSR will ask the following narrowing down questions: a. What was the card number? b. What was the overcharging dialed digit? c. What was the point of origination? Ask the customer to give the phone number on which he used the card. d. What was the time of the call? 6. CSR will check the call calculator to check the call rates of the Standard Operating Procedure Number. 4.1.44.7

destination. CSR will then consult the “Card Log” screen of PSP to check the call details of the disputed call. If correct charging CSR will take the help of call calculator as well as “Car d Log” screen to satisfy customer. 7. If customer is overcharged for any disputed call CSR will make a task for NOC (Network Operations Control) mentioning the details in point 5. 8. CSR will inform customer to call back in 2 hours after which the customer will be given credit if case is genuine. 9. CSR will close call as per SOP 4.1.3. 10.CSR will enter “LDI Scratch Card Complaints” as call code in the “Wrap up Mode” of the CRM System. Turn Around Time (TAT): 2 minutes Completer: Inbound Contact Centre Officer Key Performance Indicator (KPI): 2 minutes Approved By: GM CS Warid Prepared By: Support Centre Telecom


Document Number. CS/ICC/.045i Final Revision Date: 12th June, 2005 Preparation Date: 4th 4.1.45.1: LDI Based Quality of Service Complaints (Voice September 2004 fluctuations) Effective Date: 23rd May, 2005 1. CSR will greet customer as SOP 4.1.1. 2. CSR will narrow down the request by asking customer the following questions: a. Is customer facing echo or disturbance in the voice line? b. Is customer facing frequent call disconnection 3. If customer is facing a quality of call problem, CSR will click the “Knowledge Base Link” of the CRM System and will select “LDI sub link” which will pop up the “LDI Information” 4. CSR will narrow down the request by asking the following questions: a. Is customer facing voice breakup or echo? (Proceed to point 5) b. Is customer facing call disconnection? (Refer to SOP 4.1.45.2) c. Is the customer facing outgoing dialing problem? ( refer to SOP 4.1.45.3) 5. If customer is facing voice breakup or echo then CSR will further narrow down the query by asking the following: a. Your voice is echoing or the party you are calling? b. Does it happen on all calls or just one particular call? c. Where you calling from and what are is your dialed digit? d. Cross talk is heard while making calls on your card? 6. CSR will enter the complaint for NOC (Network Operations Control) with the above information (relevant to each case) in the notes along with the following: a. Card serial number b. Dialing digit c. Point of presence d. Time of call 7. CSR will inform customer of a time complaint resolution time of 2 hours after which customer should call back to get an update on his request. Note: - If there is a series problem with any other network NOC will intimate CS on WOW. CSR can check the customer dialed digit in that list before making a task. If the series is found in WOW then no task has to be made. Inform customer that the problem is with the other operator. 8. CSR will close call as per SOP 4.1.3. 9. CSR will enter “LDI Quality of Service Complaints” as call code in the “Wrap up Mode” of the CRM System. Turn Around Time (TAT): 2 hours Completer: Inbound Contact Centre Key Performance Indicator Officer (KPI): As per PTC Approved By: GM CS Warid Prepared By: Support Centre Telecom Standard Operating Procedure Number. 4.1.45.1

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Document Number. CS/ICC/.045ii Final Revision Date: 12th June, 2005 Preparation Date: 4th 4.1.45.2: LDI Based Quality of Service Complaints (Call September 2004 disconnection) Effective Date: 23rd May, 2005 1. CSR will greet customer as SOP 4.1.1. 2. CSR will narrow down the request by asking customer the following questions: a. Is customer facing echo or disturbance in the voice line? b. Is customer facing frequent call disconnection 3. If customer is facing a quality of call problem, CSR will click the “Knowledge Base Link” of the CRM System and will select “LDI sub link” which will pop up the “LDI Information” 4. CSR will narrow down the request by asking the following questions: a. Is customer facing voice breakup or echo? (Refer to SOP 4.1.45.2) b. Is customer facing call disconnection? (Proceed to point 5) c. Is the customer facing outgoing dialing problem? ( refer to SOP 4.1.45.3) 5. If customer is frequent disconnection in calls made from the calling card then CSR will further narrow down the query by asking the following: a. Is the message “Call to this number cannot be defined”? (If so inform customer that the problem is with the other network operator not Warid.) b. Did the customer have enough balance on the card at the time of making that call? (If no then educate customer that call will disconnect only when balance expires during a long duration call) c. Is the problem in all calls or with a specific operator (mobile or fixed line)? d. What is the dialed digit for which the problem is faced? 6. If required as in case (b), (c) of point 4, CSR will make a complaint for NOC (Network Operations Control) and will inform customer of a time complaint resolution time of XXX minutes/hours after which customer should call back to get an update on his request. 7. CSR will close call as per SOP 4.1.3. 8. CSR will enter “LDI Based Quality of Service Complaints ” as call code in the “Wrap up Mode” of the CRM System. Turn Around Time (TAT): TBD Completer: Inbound Contact Centre Key Performance Indicator Officer (KPI): TBD Approved By: GM CS Warid Prepared By: Support Centre Telecom Standard Operating Procedure Number. 4.1.45.2


Document Number. CS/ICC/.045iii Final Revision Date: 12th June, 2005 Preparation Date: 4th 4.1.45.3: LDI Based Quality of Service Complaints September 2004 (Outgoing Dialing Problem) Effective Date: 23rd May, 2005 1. CSR will greet customer as SOP 4.1.1. 2. CSR will narrow down the request by asking customer the following questions: a. Is customer facing echo or disturbance in the voice line? b. Is customer facing frequent call disconnection 3. If customer is facing a quality of call problem, CSR will click the “Knowledge Base Link” of the CRM System and will select “LDI sub link” which will pop up the “LDI Information” 4. CSR will narrow down the request by asking the following questions: a. Is customer facing voice breakup or echo? (Refer to SOP 4.1.45.1) b. Is customer facing call disconnection? (Refer to SOP 4.1.45.2) c. Is the customer facing outgoing dialing problem? ( Proceed to point 5) 5. If customer is outgoing dialing problem CSR will further narrow down the query by asking the following: a. Where is the customer dialing from?(CLI) b. If calling from a problematic region, apologize and give a timeframe (KPI). c. What are the dialed digits? Confirm codes and dialing format. E.g. for USA call dialing sequence should be ,, d. If you are using a mobile phone, does it have enough credit? A customer needs at least 11 rupees in mobile account to make a call. 6. CSR will enter the complaint for NOC (Network Operations Control) with the above information (relevant to each case) in the notes. CSR will inform customer of a time complaint resolution time of 12 hours after which customer should call back to get an update on his request. 7. CSR will close call as per SOP 4.1.3. 8. CSR will enter “LDI Quality of Service Complaints” as call code in the “Wrap up Mode” of the CRM System. Turn Around Time (TAT): 12 hours Completer: Inbound Contact Centre Officer Key Performance Indicator (KPI): 12 hours Approved By: GM CS Warid Prepared By: Support Centre Telecom Standard Operating Procedure Number. 4.1.45.3

Document Number. CS/ICC/.046 Final Revision Date: 12th June, 2005 Preparation Date: 4th 4.1.46: LDI Based Tariff Information September 2004 Effective Date: 23rd May, 2005 1. CSR will greet customer as SOP 4.1.1. 2. CSR will click the “Knowledge Base Link” of the CRM System and will select “LDI sub link” which will pop up the “LDI Information”. 3. CSR will then ask the customer which brand of calling card he/she is using. 4. CSR will make clear distinguishing features of each tariff plan as requested by customer. If required by the customer CSR will also give a comparison of features of each tariff plan with similar denomination of a different brand of calling card. Note:- CSR will only explain the feature set of the calling cards for which Warid Telecom is providing customer support. 5. CSR will close call as per SOP 4.1.3. 6. CSR will enter “LDI Tariff Based Query” as call code in the “Wrap up Mode” of the CRM System. Turn Around Time (TAT): As per requirement Completer: Inbound Contact Centre Officer Key Performance Indicator (KPI): As per requirement Approved By: GM CS Warid Prepared By: Support Centre Telecom Standard Operating Procedure Number. 4.1.46


Document Number. CS/ICC/.047 Final Revision Date: 12th June, 2005 Preparation Date: 4th 4.1.47: LDI Based Product Information September 2004 Effective Date: 23rd May, 2005 1. CSR will greet customer as SOP 4.1.1. 2. CSR will narrow down the request by asking customer the following questions: 3. CSR will click the “Knowledge Base Link” of the CRM System and will select “LDI sub link” which will pop up the “LDI Information”. 4. CSR will then ask the customer what is the particular information he/she requires about LDI? 5. CSR will begin by explaining the meaning of LDI (Long Distance & International). CSR will then go on to add that Warid Telecom is powering this portal for the connecting the calling card calls of ARY calling cards. 6. CSR will educate customer about the zones of Warid and charging scenarios in each zone. a. Warid has POPs (Point of Presence) in 14 cities. Call from these cities to the other POP cities is charged differently than the rest of the cities. CSR will use the call calculator and knowledge based link to help answer customer queries. 7. CSR will add any other information about zones, connectivity as per “knowledge based link”. 8. CSR will close call as per SOP 4.1.3. 9. CSR will enter “LDI Product Based Query” as call code in the “Wrap up Mode” of the CRM System. Turn Around Time (TAT): N/A Completer: Inbound Contact Centre Key Performance Indicator Officer (KPI): As per requirement Approved By: GM CS Warid Prepared By: Support Centre Telecom Standard Operating Procedure Number. 4.1.47


Document Number. CS/ICC/.048 Final Revision Date: 12th June, 2005 Preparation Date: 4th 4.1.48: Lead Collection September 2004 Effective Date: 23rd May, 2005 1. CSR will greet customer as SOP 4.1.1. 2. CSR will anticipate if caller is interested in getting new connection. 3. CSR will highlight the positive points of getting subscribed to our services. 4. CSR will offer the prospect/customer a call back from our telemarketing team so that someone may pay a visit to customer and hand the connection over to him/her. 5. CSR will run the “Lead Collection” Script from the “Script Module” of the CRM System. 6. CSR will enter all details in the “Lead Collection Window” about customer’s PTCL contact number, residential/official address as per prospect’s/customer’s preference and package plan prospect/customer is interested to get sub scribed to. 7. CSR will also enter other essential information including best time to call the customer. 8. CSR will inform the prospect/customer that he/she will receive a call from us within 24 working hours or the time mentioned by the prospect/customer. 9. CSR will ensure that the task has been forwarded to the Outbound Supervisors Team by checking the history task of the customer’s number so that team may check the task by checking it’s workload in CRM System. (Refer to 4.2.3) 10.CSR will close call as per SOP 4.1.3. 11.CSR will enter “Lead Queries” as call code in the “Wrap up Mode” of the CRM System. Turn Around Time (TAT): N/A Completer: Inbound Contact Centre Key Performance Indicator Officer (KPI): Approved By: GM CS Warid Prepared By: Support Centre Telecom Standard Operating Procedure Number. 4.1.48




Preparation Date: 4th 4.1.49: Other Queries September 2004 Effective Date: 23rd May, 2005 1. CSR will greet customer as SOP 4.1.1. 2. CSR will anticipate if customer’s query is relevant to our products and services. 3. CSR will keep the service level and call queue statistics being displayed continuously on a small CS/SCreen of the CRM System and will decide if customer should be given information or if he/she should be requested to visit the commercial website, if customer’s query is not relevant to our products and services. 4. CSR will click on the “Knowledge Base Link” and will click the “MiCS/SCellaneous sub link”; if service level and call queue statistics allow him/her to give information. 5. CSR will enter the customer’s asked query in the search field and will give the information to the customer. 6. CSR will close call as per SOP 4.1.3. 7. CSR will enter “Other Queries” as call code in the “Wrap up Mode” of the CRM System. Turn Around Time (TAT): N/A Completer: Inbound Contact Centre Key Performance Indicator Officer (KPI): Approved By: GM CS Warid Prepared By: Support Centre Telecom


Document Number. CS/ICC/.050 Final Revision Date: 12th June, 2005 Preparation Date: 4th 4.1.50: Refill Barred September 2004 Effective Date: 23rd May, 2005 1. CSR will greet customer as SOP 4.1.1. 2. CSR will run the “Refill Barred” Script in “Script Module” of the CRM System. 3. CSR will inform the customer that his prepaid number is unbarreded since our integrated CRM System will automatically unbarred the number in VAD while creating a history task for the customer. 4. CSR will enter the customer’s asked query in the search field and will give the information to the customer. 5. CSR will close call as per SOP 4.1.3. 6. CSR will enter “Refill Barred” as call code in the “Wrap up Mode” of the CRM System. Turn Around Time (TAT): N/A Completer: Inbound Contact Centre Key Performance Indicator Officer (KPI): Approved By: GM CS Warid Prepared By: Support Centre Telecom Standard Operating Procedure Number. 4.1.50


Document Number. CS/ICC/.051 Final Revision Date: 12th June, 2005 Preparation Date: 4th 4.1.51: Obnoxious Calls September 2004 Effective Date: 23rd May, 2005 1. CSR will greet customer as SOP 4.1.1. 2. CSR will run the “Obnoxious Call” Script in “Script Module” of the CRM System. 3. CSR will inform the customer that his/her complaint has been forwarded and he/she will get a call back from us within next 24 hours. 4. CSR will ensure that the activity/task has been transferred to Correspondence Team.(Ref to: 4.3.13) 5. CSR will close call as per SOP 4.1.3. 6. CSR will enter “Obnoxious Call” as call code in the “Wrap up Mode” of the CRM System. Turn Around Time (TAT): N/A Completer: Correspondence Team Key Performance Indicator (KPI): Approved By: GM CS Warid Prepared By: Support Centre Telecom Standard Operating Procedure Number. 4.1.51


Standard Operating Procedure Number. 4.1.52 4.1.52: Bill Not Received:

Document Number. OPS.0052 Final Revision Date: 12th June, 2005 Preparation Date: 4th September

2004

Effective Date: 23rd May, 2005 1. CSR will greet customer as SOP 4.1.1. 2. CSR will ask the billing month for which bill was not received. If it’s the current month then CSR will check whether 7 days have passed since invoice date. If not then CSR will inform customer that he would be receiving the bill at anytime within these 7 days. (Bill always reaches customer within 7 days of invoice generation) 3. CSR will check CRM for delivery status. a. If available CSR will inform the customer of the status in CRM. b. If not available CSR will take make task for “Bill not received”. c. Incase the customer denies the receiving; CSR will give the feedback to the “Bill Delivery Management Team” in Support Center through CRM via the same task notes. 4. Before making task CSR will first verify customer’s present billing address. If address is changed CSR will give customer option to have a duplicate bill dispatched to his new address with necessary service charges. 5. Support Center will keep a follow-up and will respond to the customer on the update. Physical verification of the POD takes 2 days. 6. CSR will close call as per SOP 4.1.3. Key Performance Indicator Completer: (KPI): As per requirement Approved By: GM CS Warid Prepared By: Support Centre Telecom


Standard Operating Procedure Number. 4.1.53 4.1.53: Tariff Plan Change

Document Number. CS/ICC/.053 Final Revision Date: 12th June, 2005 Preparation Date: 4th September

2004

Effective Date: 23rd May, 2005 1. CSR will greet customer as SOP 4.1.1. 2. CSR will verify customer as per SOP 4.1.2. 3. If customer has forgotten the T-PIN CSR will educate the customer that in a while he will hear a computerized voice requesting to reset his/her T-PIN. CSR will open the “Authorization Menu” of the CRM System and will click on “T-Pin option”. CSR follow the following steps in case the “Authorization Menu” successfully matches the customer’s entered TPin with integrated OSAM database which will be acknowledged by the computerized voice. 4. CSR will note whether the calling number is the same as for which the tariff plan change request is being asked for: a. If CLI is same then proceed to point 5. b. If CLI is not same then CSR will educate the customer that the customer has to call from his Warid number before the request can be taken. 5. CSR will run the “Tariff Plan Alteration” Script from the “Script Module” of the CRM System: a. CSR will ask the customer about his desired tariff plan: of post paid or prepaid. b. CSR will click on the “Knowledge Base” link next to the customer’s desired Tariff plan to educate the customer about various features of that particular Tariff. c. CSR will close the “knowledge base” window when customer is satisfied. 6. CSR will inform customer about the verification required: PIN, NIC, Billing Address, PTCL. a. If customer is verified CSR will enter the request in the system & inform customer that his tariff plan will be changed on his bill day. b. If customer is not verified CSR will ask customer to provide proper verification before request can be taken. 7. CSR will close call as per SOP 4.1.3. 1. CSR will enter “Tariff Plan Alteration” as call code in the “Wrap up Mode” of the CRM System Key Performance Indicator Completer: (KPI): On account’s bill day Approved By: GM CS Warid Prepared By: Support Centre Telecom


Standard Operating Procedures – 4.2 Outbound Contact Centre

Document Number. CS/OCC//001 Final Revision Date: 12th June, 2005 Preparation Date: 4th September 2004 4.2.1: Greeting Of Customer Effective Date: 23rd May, 2005 1. Whenever am outbound CSR calls a customer he/she will greet the customer with the following beginner: Asalam-o-Alaikum. This is (CSR’s name) from Warid Telecom. May I speak to Mr./Miss (Customer’s name).” 2. If original customer not available CSR will ask the receiving parties name and leave a message. CSR will close call by asking receiving party to inform customer to contact Warid helpline in case of any further queries. 3. If original customer receives call and gives affirmative reply, CSR will ask whether customer can spare (XXX minutes) of his time at the moment. a. If customer seems in a hurry CSR will ask for a convenient time to call back by saying; “If you are busy at the moment please tell me a time when you can spare XXX minutes for our offer / for the query you asked us XXX number of hours / days ago.” b. If customer approves go to step 4. 4. Explain the purpose of the call. a. If purpose of call is new prospect sale; CSR will explain the offer as per campaign. b. If purpose of call is feedback on customer query; CSR will give reference to the date & time of the query before explaining the outcome. Standard Operating Procedure Number. 4.2.1

Completer: Outbound Contact Centre Officer Prepared By: Support Centre

Key Performance Indicator (KPI): 30 seconds Approved By: GM CS Warid Telecom

Standard Operating Procedure Number. 4.2.2 4.2.2: Closing Of Outbound Calls

Document Number. CS/OCC//002 Final Revision Date: 12th June, 2005 Preparation Date: 4th September 2004 Effective Date: 23rd May, 2005

1. Two scenarios exist here: a. CSR takes necessary instructions from customer b. CSR gives information to customer 2. For scenario (a) CSR will repeat a summary of the instructions given by the customer to re-verify the request. CSR will also inform of the time taken for the request to be processed. 3. CSR will also ask customer if he/she wants to know anything else or wants to add another instruction to the present call purpose. 4. CSR will also inform customer to call Warid helpline incase of any further query. 5. For scenario (b) CSR will ask whether customer wants to know anything else. If yes then provide feedback. If no then close call by thanking customer. Turn Around Time (TAT): Completer: Outbound Officer Key Performance Indicator (KPI): Approved By: GM CS Warid Prepared By: Support Centre Telecom

Standard Operating Procedure Number. 4.2.3 4.2.3: Escalation Procedure

Document Number. CS/OCC//003 Final Revision Date: 12th June, 2005 Preparation Date: 4th September 2004 Effective Date: 23rd May, 2005

2. TABS dependent to be decided as yet. Completer: Outbound Contact Centre Supervisor Prepared By: Support Centre

Key Performance Indicator (KPI): Wee k’ s First Working Day Approved By: GM CS Warid Telecom

Document Number. CS/OCC//004 Final Revision Date: 12th June, 2005 Preparation Date: 4th September 2004 4.2.4: Prospect Database Maintenance Effective Date: 23rd May, 2005 1. Outbound Contact Centre Supervisor will keep updating the database using following sources: c. LCCI (Lahore Chambers & Commerce Industry) d. PTC e. Yellow Pages f. Internet Sources g. Personal Sources 3. Supervisor will collect contact numbers of the decision making authorities of various Organizations to expand the corporate subscriber base. Completer: Outbound Contact Centre Key Performance Indicator (KPI): Wee k’ s Supervisor First Working Day Prepared By: Support Centre Approved By: GM CS Warid Telecom Standard Operating Procedure Number. 4.2.4

Document Number. CS/CS/OCC//005 Final Revision Date: 12th June, 2005 Preparation Date: 4th September 4.2.5: Welcome Calls 2004 Effective Date: 23rd May, 2005 1. Outbound Contact Centre Supervisor will log on to the CRM System by selecting “Outbound Contact Centre” from the “department” list popped up initially along with the username and password. 2. Outbound Contact Centre Supervisor will collect the data of newly added postpaid Subscribers by checking the workload module of the CRM System where C&C updates respective data within 12 working hours of the new connection’s activation. 3. Outbound Contact Centre Supervisor will distribute the pending activities/tasks with a notepad entry “welcome call” among Outbound Officer by using “activity/task rerouting procedure” of the CRM System. 4. Outbound Officer will check his/her workload in the CRM System as Outbound Contact Centre Supervisor reroutes the activity/task to their workload and will view the pending activity/tasks to be completed. 5. Outbound Officer will click on the “Progressive Dialer” of the CRM System to initiate CRM integrated progressive dialer. 6. Outbound Officer will dial the newly activated customer mobile number in the progressive dialer once the progressive dialer window pops up. 7. Outbound Officer will greet the customer enthusiastically and will immediately explain the reason of giving him a call. 8. Outbound Officer will ask the customer if it suits him to attend the call or if he should be given a call at some other preferred time. 9. Outbound Officer will warmly welcome the customer in postpaid family if customer expresses his consent to carry on with the call. 10.Outbound Officer will take down customer’s preferred time to call in case if customer does not want to continue the call. 11.Outbound Officer will assure the customer about priority customer service provision to him. 12.Outbound Officer will end the call with value added phrases. Key Performance Indicator Completer: Outbound Officer Making (KPI): Within 14 working Hrs of the the Call number’s activation Approved By: GM CS Warid Prepared By: Support Centre Telecom Standard Operating Procedure Number. 4.2.5

Document Number. CS/OCC//006 Final Revision Date: 12th June, 2005 Preparation Date: 4th 4.2.6: Lead Collection September 2004 Effective Date: 23rd May, 2005 1. Outbound Contact Centre Supervisor will log on to the CRM System by selecting “Outbound Contact Centre” from the “department” list popped up initially along with the username and password. 2. CS/OCC/S will collect the lead data by checking the workload module of the CRM System where Inbound Contact Centre staff, C&C and CS Operations staff updates lead data. 3. Completer: Outbound Contact Centre Key Performance Indicator (KPI): After every 1 hr. Supervisor(s) Approved By: GM CS Warid Prepared By: Support Centre Telecom Standard Operating Procedure Number. 4.2.6

Document Number. CS/OCC//007 Final Revision Date: 12th June, 2005 Preparation Date: 4th September 4.2.7: Lead Filtration 2004 Effective Date: 23rd May, 2005 1. Supervisor will filter the lead data after receiving pending activities/tasks in his/her workload. 2. Supervisor will filter the lead data by identifying if there is any activity/task wrongly identified as lead by the activity/task creator in either Inbound Contact Centre/C&C or CS Operations. 3. Supervisor will reroute the activity/task to the Training & Development Team if any activity/task is not a lead. 4. Supervisor will assign pending activities/tasks to Outbound Officer(s) on the basis of: a. Number of leads generated by Outbound Officer(s). Whoever is left behind, will be given more chances. b. Region. If lead is from North, Outbound Officer(s) who are dealing with North customers will be given such lead. c. Specialization. If creator of activity/task has mentioned any additional notes, Supervisor may distribute leads on the basis of specialization. E.g. the prospect is a foreigner and feels more Standard Operating Procedure Number. 4.2.7

comfortable speaking in his/her native language Arabic. Supervisor may identify if there are any Outbound Officer(s) who speak Arabic well. d. Prospect preferred time. Call back time given by the prospect which is mentioned in the activity/task. If time is in the evening, Supervisor may assign such leads to the Outbound Officer(s) on evening shift. 5. Supervisor will reroute the pending activities/tasks to Outbound Officer(s) after filtration and will also add any instructions in the notepad, if required. Key Performance Indicator Completer: Outbound Contact Centre (KPI): 30 Minutes after collecting Supervisor lead data Approved By: GM CS Warid Prepared By: Support Centre Telecom


Document Number. CS/OCC//008 Final Revision Date: 12th June, 2005

Preparation Date: 4th September 4.2.8: Pre Lead Generation Work 2004 Effective Date: 23rd May, 2005 1. Outbound Officer will check his/her workload to find out about the pending activity/task assigned by the Supervisor. 2. Outbound Officer will thoroughly check the note pad entries entered by creator of the activity/task or/and by the Supervisor. 3. Outbound Officer will find out as more as possible about the prospect’s nature of business, level of need and how likely he/she is to buy as per the notepad entries and requirements graph. 4. Outbound Officer will prepare his/her calling Script before making the call which will include: a. convincing and logical relation between our product/service and prospect’s business/personal needs. b. some facts & figures regarding prospect demanded product/service in comparison with competitors. c. some social/cultural references to help the prospect in decision making. d. variety of Scripts to deal with various distinguished prospects. 5. Outbound Officer may, preferably, discuss the Script with the Supervisor before making call to the prospect. Turn Around Time (TAT): 30 Completer: Outbound Officer, Minutes after receiving the assigned assigned the task to follow up with lead activities/tasks from CS/OCC/S Approved By: GM CS Warid Prepared By: Support Centre Telecom

Document Number. CS/CS/OCC//009 Final Revision Date: 12th June, 2005 Preparation Date: 4th 4.2.9: Lead Generation/Qualification September 2004 Effective Date: 23rd May, 2005 1. Outbound Officer will click on the “Progressive Dialer” of the CRM System to initiate CRM integrated progressive dialer, after completion of the pre lead generation work. 2. Outbound Officer will dial the prospect’s number in the progressive dialer once the progressive dialer window pops up. 3. Outbound Officer will greet the customer enthusiastically and will immediately explain the reason of giving him a call. 4. Outbound Officer, even though calls as per prospect’s preferred time, will still ask the prospect if it suits him/her to attend the call or if he/she should be given a call at some other preferred time. 5. Outbound Officer will carry on with the call Script he/she had worked on if prospect expresses his consent to attend the call. 6. Outbound Officer will take down customer’s preferred time to call in case if customer does not want to continue the call. 7. Outbound Officer won’t complete the pending activity/task with results of the call. Instead, a notepad entry in detail will be given by the Outbound Officer emphasizing on the outcome. 8. Outbound Officer will reroute the activity/task to the CS/OCC/S in case if prospect is ready to get subCS/SCribed. 9. Outbound Officer will reroute the activity/task to the CS/OCC/S with the head “Cold Call” in case if prospect expressed lack of interest in getting subCS/SCribed. 10.Outbound Officer will keep the activity/task pending in his/her workload if point # 7 is valid. 11.Outbound Officer will open the “Cold Calls Window” by clicking the “Sales Reporting Menu” and selecting the “Cold Calls” submenu of the CRM System. Turn Around Time (TAT): 10 minutes after completion of SOP # Completer: Outbound Officer, assigned 4.2.5 the task to follow up with the lead Key Performance Indicator (KPI): Approved By: GM CS Warid Prepared By: Support Centre Telecom Standard Operating Procedure Number. 4.2.9

Document Number. CS/OCC//010 Final Revision Date: 12th June, 2005 Preparation Date: 4th September 4.2.10: Order Taking 2004 Effective Date: 23rd May, 2005 1. Outbound Officer will take down ordering details of the prospect if the prospect expresses his/her consent to get subscribed to our products/services. 2. Outbound Officer will run the Script “Order Taking” from the “Script Module” of the CRM System. 3. Outbound Officer will view the “Order Taking Window” where prospect related information is required to be entered including: a. Prospect Name b. Prospect Address c. Prospect Contact Number d. Prospect’s preferred product/service e. Prospect’s preferred time/date to contact for sale delivery f. Prospect’s status g. Prospect’s region h. Additional Information 4. Outbound Officer will ensure that the activity/task has been routed to the Supervisor with description “Qualified Lead”. 5. Outbound Officer will view the “activity/task history” to confirm that the Standard Operating Procedure Number. 4.2.10

task has been routed to CSR. Completer: Outbound Officer, assigned the task to follow up with the lead Prepared By: Support Centre

Key Performance Indicator (KPI): Same Call in which lead is qualified Approved By: GM CS Warid Telecom

Document Number. CS/OCC//011 Final Revision Date: 12th June, 2005 Preparation Date: 4th September 4.2.11: Daily Leads Report Generation 2004 Effective Date: 23rd May, 2005 1. Outbound Officer will send the daily leads report to all Supervisors. 2. Outbound Officer will run the “Daily Lead Reports” Script in the “ Script Module” by entering a dummy number into the CRM System. 3. Outbound Officer will view the daily lead report window where a grid can be seen. 4. Outbound Officer will fill the grid as per the column headings which will include: a. Prospect Name Standard Operating Procedure Number. 4.2.11

b. Prospect Status c. Prospect Source (How the prospect was identified. Contact centre, C&C or CS Operations) d. Call Results: e. Additional Information: 5. Outbound Officer will click on “Send” button so that CRM System automatically route the task to the Supervisor login. 6. Outbound Officer will view activity history in the Script Module of the dummy number to confirm if the task has been successfully rerouted to the respective completers. Turn Around Time (TAT): 5 Completer: Outbound Officer, Minutes after the call assigned the task to followup with the Key Performance Indicator lead (KPI): Approved By: GM CS Warid Prepared By: Support Centre Telecom

Document Number. CS/OCC//012 Final Revision Date: 12th June, 2005 Preparation Date: 4th September 4.2.12: Closed Sales 2004 Effective Date: 23rd May, 2005 1. Supervisor will check his/her workload as per defined TAT to check any “Order Taking pending activity/task”. (Ref to 4.2.9) 2. CS/OCC/S will ensure that the notepad entries made by the Outbound Officer are accurate and complete. 3. CS/OCC/S will maintain record of the qualified lead in CRM System by opening the “Qualified Lead” from the “Sales Reporting Menu”. 4. CS/OCC/S will view the “Qualified Lead Window” with a grid on it. 5. CS/OCC/S will fill all essential fields of the Qualified Lead Window which include a. Outbound Officer’s name and ID b. Date and Time when lead was qualified c. Product/Service prospect wants to subscribe to d. Lead originated from e. Lead generated by f. Any additional notes 6. CS/OCC/S will immediately reroute the activity/task to the Incharge Outbound Contact Centre with his/her notepad entry endorsing the qualified status of the lead. 7. Incharge Outbound Contact Centre will reroute the activity/task to Regional Manager Sales as per region of the prospect with his/her notepad entry of lead’s qualified status. Completer: Outbound Contact Centre Key Performance Indicator (KPI): 1 working hour Supervisor Approved By: GM CS Warid Prepared By: Support Centre Telecom Standard Operating Procedure Number. 4.2.12

Document Number. CS/OCC//013 Final Revision Date: 12th June, 2005 Preparation Date: 4th September 4.2.13: Follow Up Of Service Calls 2004 Effective Date: 23rd May, 2005 1. Outbound Officer will give a follow up call to postpaid customers who fall under any of these categories: a. High profiled customers b. Customers who were introduced by the Outbound Officer 2. Outbound Officer will always ensure to educate customer about any new value added service. 3. Outbound Officer will click on the “Knowledge Base link” and will select the Value Added Services sub link from there. 4. On viewing the VAS window in right pane, Outbound Officer will select the respective VAS he/she wants to inform the customer about, from the drop down menu. 5. Outbound Officer will give a follow up call to the customer by opening progressive dialer from the CRM System. 6. Outbound Officer will greet the customer enthusiastically and will immediately explain the reason of giving him a call. 7. Outbound Officer, even though calls as per prospect’s preferred time, will still ask the prospect if it suits him/her to attend the call or if he/she should be given a call at some other preferred time. 8. Outbound Officer will carry on with the call Script he/she had worked on if prospect expresses his consent to attend the call. 9. Outbound Officer will take down customer’s preferred time to call in case if customer does not want to continue the call. 10.Outbound Officer will introduce the selected VAS to the customer and will tell him about benefits of availing the service. 11.Outbound Officer will request the customer to share his feedback and suggestions regarding network/customer or any other services as well as the products. 12.Outbound Officer will view the “Follow Up Link” of the CRM. 13.Outbound Officer will view the “Customer Feedback” in right pane where drop down menus are given number wise along with an open text field with headings “Service” and “Feedback” respectively. 14.Outbound Officer will select the respective service customer is giving feedback on from the drop down menu and will type customer’s feedback in the box next to it. Standard Operating Procedure Number. 4.2.13

15.Outbound Officer will select another service in second drop down menu, if required and will type customer’s feedback in the box next to it. 16.Outbound Officer will take down feedback for as many feedbacks as the customer wants. 17. Outbound Officer will click on the “Save” button to save the “Customer Feedback screen”. 18.Outbound Officer will thank the customer for his/her time and will end the call with value added phrases. Key Performance Indicator Completer: Outbound Officer, making (KPI): Within two weeks of the the follow up call number’s activation Approved By: GM CS Warid Prepared By: Support Centre Telecom

Document Number. CS/OCC/.014 Final Revision Date: 12th June, 2005 Preparation Date: 4th 4.2.14: Cold Calls Follow Up September 2004 Effective Date: 23rd May, 2005 1. Outbound Officer will view the “Cold Calls” of the CRM System. 2. Outbound Officer will extract his/her cold calls which he/she made one week back. 3. Outbound Officer, after having a feedback session with training & development team, will again thoroughly work on Script designing to contact the prospect. 4. Outbound Officer will give open the progressive dialer from the CRM System and will give a call to the prospect. 5. Outbound Officer will greet the customer enthusiastically and will immediately explain the reason of giving him a call. 6. Outbound Officer, even though calls as per prospect’s preferred time, will still ask the prospect if it suits him/her to attend the call or if he/she should be given a call at some other preferred time. Standard Operating Procedure Number. 4.2.14

7.

Outbound Officer will carry on with the call Script he/she had worked on if prospect expresses his consent to attend the call. 8. Outbound Officer will take down customer’s preferred time to call in case if customer does not want to continue the call. 9. Outbound Officer will use value added phrases supported by consideration for the prospect to introduce the product/service, if prospect expresses his consent to carry on the call. 10.Outbound Officer will highlight positives and extra VAS to the prospect. 11. Outbound Officer, if manages to turn the prospect into a qualified lead, will follow 8th point of the SOP number 4.2.6. th 12. Outbound Officer, if finds that the call is still a cold one, will follow 11 point of the SOP number 4.2.6. Turn Around Time (TAT): 1 Week Completer: Outbound Officer Key Performance Indicator (KPI): Approved By: GM CS Warid Prepared By: Support Centre Telecom

Document Number. CS/OCC/.015 Final Revision Date: 12th June, 2005 Preparation Date: 4th 4.2.15: Complaint Handling September 2004 Effective Date: 23rd May, 2005 1. Outbound Officer will make follow up service calls (Ref: SOP # 4.2.10) and cold calling follow up calls (Ref: SOP # 4.2.11). 2. Outbound Officer, if come across with a complaint while taking down customer’s feedback and suggestions, will immediately lodge the complaint into the CRM System by running respective Script of the respective complaint. 3. Outbound Officer will assure the customer that the problem will be resolved within the given turn around time as per the complaint’s SOP. 4. Outbound Officer won’t offer any extra services and will end the call after apologizing for the problem customer faced with the commitment of a call back as soon as the issue is resolved. 5. Outbound Officer will personally follow up the complaint till its resolution. Turn Around Time (TAT): As per complaint’s SOP Completer: Respective Team as per nature of the complaint Key Performance Indicator (KPI): Approved By: GM CS Warid Prepared By: Support Centre Telecom Standard Operating Procedure Number. 4.2.15

Document Number. CS/OCC/.016 Final Revision Date: 12th June, 2005 Preparation Date: 4th 4.2.16: Complementary Service Provision September 2004 Effective Date: 23rd May, 2005 1. Outbound Officer will give a complementary service provisioning call to postpaid customers who fall under any of these categories: a. Customers who have been offered any waiver from C&C b. High profiled customers c. Customers who were introduced by the Outbound Officer 2. Outbound Officer will collect complete details from C&C if the call is regarding any waiver or privilege to be offered to the customer. 3. Outbound Officer will always ensure to educate customer about any new value added service while making a complementary service provision, if there is no waiver or privilege being offered to the customer. 4. Outbound Officer will click on the “Knowledge Base Link” and will select the Value Added Services sub link from there, if required. 5. On popping up of VAS window, Outbound Officer will select the respective VAS he wants to inform the customer about, from the drop down menu. 6. Outbound Officer will give a complimentary service call to the customer by opening progressive dialer from the CRM System. 7. Outbound Officer will greet the customer enthusiastically and will immediately explain the reason of giving him a call. 8. Outbound Officer, even though calls as per prospect’s preferred time, will still ask the prospect if it suits him/her to attend the call or if he/she should be given a call at some other preferred time. 9. Outbound Officer will carry on with the call Script he/she had worked on if prospect expresses his consent to attend the call. 10.Outbound Officer will take down customer’s preferred time to call in case if customer does not want to continue the call. 11.Outbound Officer will introduce the selected VAS to the customer and will tell him about benefits of availing the service. 12.Outbound Officer will refer to any letter/email/CNS/SMS sent by Correspondence team of direction of C&C if any, which Outbound Officer can check using “Customer Interaction History” link. 13.Outbound Officer will appreciate the customer for maintaining a high Standard Operating Procedure Number. 4.2.16

profile. Outbound Officer will run the Script of the complementary service which is being offered to the customer, if customer is interested to avail the offered service. 15.Outbound Officer will thank the customer for his/her time and will end the call with value added phrases.

14.

Completer: Outbound Officer or the respective team for the offered service Prepared By: Support Centre

Turn Around Time (TAT): As per SOP of the offered service Key Performance Indicator (KPI): Approved By: GM CS Warid Telecom

Document Number. CS/OCC/.018 Final Revision Date: 12th June, 2005 Preparation Date: 4th 4.2.18: Referral Collection September 2004 Effective Date: 23rd May, 2005 1. Outbound Officer will identify the customers who may give referrals of potential customers. 2. Outbound Officer will suggest or propose any special services for such customers who may offer some referrals. 3. Outbound Officer, if cannot have any special service for such customers, will attempt to get some referrals on the basis of personal customer relation terms with the customer. 4. Outbound Officer will click the “Referral Database” link on the navigation bar. 5. Outbound Officer will view the “Referral Database screen” in the right pane and will fill out the grid as per column headings if customer gives any referrals. 6. Outbound Officer will also fill the field of “reference” where customer’s name will be punched in. 7. Outbound Officer will follow up the referrals to turn them into qualified Standard Operating Procedure Number. 4.2.18

leads by self assigning targets. Completer: Outbound Officer Prepared By: Support Centre


Key Performance Indicator (KPI): After one month of the Customer’s subscription Approved By: GM CS Warid Telecom

Document Number. CS/OCC/.019 Final Revision Date: 12th June, 2005

Preparation Date: 4th 4.2.19: Cross Selling Calls September 2004 Effective Date: 23rd May, 2005 1. Supervisor will open the “Customer Relations” link of the CRM System to access the “Postpaid customers” sub link. 2. Supervisor will select “by payment” option. 3. Supervisor will select customers for each Outbound Officer and will run the “Information Script” from the “Script Module” of the CRM System in which he/she will instruct the Outbound Officer to cross sell various products and services to the customer. 4. Outbound Officer will check his/her workload and will relate the most beneficial product/service for the customer, as per Outbound Officer, with customer’s existing package. 5. Outbound Officer will, preferably, discuss the cross selling Script with the Supervisor 6. Outbound Officer will click on the “Knowledge Base Link” and will select the “value added services” or “product and packages” sub link from there, as per requirement. 7. On getting VAS window in the right pane, Outbound Officer will select the respective VAS/product he wants to inform the customer about, from the drop down menu. 8. Outbound Officer will give a cross selling service call to the customer by opening progressive dialer from the CRM System. 9. Outbound Officer will greet the customer enthusiastically and will immediately explain the reason of giving him a call. 10.Outbound Officer, even though calls as per prospect’s preferred time, will still ask the prospect if it suits him/her to attend the call or if he/she should be given a call at some other preferred time. 11. Outbound Officer will carry on with the call Script he/she had worked on if prospect expresses his/her consent to attend the call. 12.Outbound Officer will take down customer’s preferred time to call in case if customer does not want to continue the call. 13.Outbound Officer will introduce the selected VAS/product to the customer and will tell him about benefits of availing the service/product. 14.Outbound Officer will appreciate the customer for maintaining a high profile. 15. Outbound Officer will run the Script of the product/service which is being offered to the customer, if customer is interested to avail the offered service. 16.Outbound Officer will thank the customer for his/her time and will end the call with value added phrases. 17. Outbound Officer will compile results of the whole activity by running the “information Script” of the CRM System and will ensure routing of the activity/task to Supervisor. Turn Around Time (TAT): 2 Completer: Outbound Officer who has Working Hrs been assigned the task by Supervisor Key Performance Indicator (KPI): Prepared By: Support Centre Approved By: GM CS Warid

Telecom

Document Number. CS/OCC/.020 Final Revision Date: 12th June, 2005 Preparation Date: 4th 4.2.20: Churn Customer Data Collection September 2004 Effective Date: 23rd May, 2005 1. Supervisor will run reports by clicking “Reporting Link” on the navigation bar to collect two types of the churn data: a. Voluntary Churn b. Predictive Churn 2. Supervisor will maintain the data into “Churn Follow up Module” of the CRM System which can be accessed by clicking “Churn Follow up Link” on the navigation bar. 3. Supervisor will fill out the grid fields of the “Churn Follow up screen” which appears in the right pane including: a. Customer Mobile Number b. Voluntary Churn Date (If it’s voluntary churn case) c. Predictive Churn Reasons d. Details e. Follow up task assigned to f. Action Plan 4. Supervisor will devise an action plan as per the aforesaid “action plan” field of the “Churn Follow up screen” 5. Outbound Officer will view the “Churn Follow up screen” after every 4 hours to find out if any churn follow up has been assigned to him/her by the Supervisor. 6. Outbound Officer will thoroughly investigate the issue by considering customer’s history using the CRM. 7. Outbound Officer will discuss the action plan devised by Supervisor with any editions required. 8. Outbound Officer will prepare himself/herself for the churn follow up calls. Key Performance Indicator (KPI): Completer: Outbound Officer assigned For Supervisor: 2 Working Hours the follow up task For Outbound Officer: 4 Working Hours Approved By: GM CS Warid Prepared By: Support Centre Telecom Standard Operating Procedure Number. 4.2.20

Document Number. CS/OCC/.021 Final Revision Date: 12th June, 2005 Preparation Date: 4th 4.2.21: Win-Back Calls September 2004 Effective Date: 23rd May, 2005 1. Outbound Officer will give a complimentary service call to the customer by opening progressive dialer from the CRM System. 2. Outbound Officer will greet the customer enthusiastically and will immediately explain the reason of giving him a call which will include any offer keeping customer’s churn reasons in view. 3. Outbound Officer will ask the customer if it suits him/her to attend the call or if he/she should be given a call at some other preferred time. 4. Outbound Officer will carry on with the call Script he/she had worked on if customer expresses his consent to attend the call. 5. Outbound Officer will take down customer’s preferred time to call in case if customer does not want to continue the call. 6. Outbound Officer will discuss issues against which customer have concerns and grievances. 7. Outbound Officer will give offers as per action plan devised by the Supervisor to retain the customer. 8. Outbound Officer will promise follow up about any complaint customer may have. 9. Outbound Officer will lodge the complaint in CRM System, if any. 10.Outbound Officer will access the “Churn Follow up Module” and will fill the “Contact Results” field as per the call outcomes for Supervisor to view. Turn Around Time (TAT): 4 Working Hours Completer: Outbound Officer Key Performance Indicator (KPI): Approved By: GM CS Warid Prepared By: Support Centre Telecom Standard Operating Procedure Number. 4.2.21

Document Number. CS/OCC/.021 Final Revision Date: 12th June, 2005 Preparation Date: 4th 4.2.21: Win-Back Expectations September 2004 Effective Date: 23rd May, 2005 1. Outbound Officer will inform the Supervisor about expectations of the customer who Outbound Officer followed up in order to avoid possible churn. 2. Supervisor will listen to the recorded call to double check the customer’s expectations. 3. Supervisor will take any steps to satisfy the customer keeping in view the company policies and Supervisor defined limits of giving relaxation to the customers as per job description. 4. CS/OCC/S will inform the Incharge Outbound Contact Centre if something customer desires cannot be done by him/her. 5. Outbound Officer will follow up with the Supervisor until all possible expectations of the customer, keeping in view the company policies, are completed. Turn Around Time (TAT): 24 Completer: Outbound Contact Centre Working Hours Supervisor Key Performance Indicator (KPI): Approved By: GM CS Warid Prepared By: Support Centre Telecom Standard Operating Procedure Number. 4.2.21

Document Number. CS/OCC/.022 Final Revision Date: 12th June, 2005 Preparation Date: 4th 4.2.22: Win-Back Follow Up Calls September 2004 Effective Date: 23rd May, 2005 1. Outbound Officer will collect the final results of the possible churn customer’s expectations from CS/OCC/S. (Refer to: 4.2.18) 2. Outbound Officer, on collecting the final results, will give a call to the possible churn customer again as per customer’s preferred time. 3. Outbound Officer will update the customer about the final results by taking ownership. 4. Outbound Officer will explain the reasons of any customer’s expectation which was not met. 5. Outbound Officer will enter final outcome of the call into the “Expectations Follow up Call Results” field of the CRM System’s “Churn Follow up Module” and will click the “Save” button. Turn Around Time (TAT): Within 24 Working Hrs. as per customer’s preferred call back time Completer: Outbound Officer Key Performance Indicator (KPI): Approved By: GM CS Warid Prepared By: Support Centre Telecom Standard Operating Procedure Number. 4.2.22

Document Number. CS/OCC/.023 Final Revision Date: 12th June, 2005 Preparation Date: 4th 4.2.23: Win-Back Report Generation September 2004 Effective Date: 23rd May, 2005 1. Supervisor will generate win-back report for his/her team on weekly basis using the “Winback Reports” option of the “Churn Follow up Module” which will eventually generate reports as per each Outbound Officer displaying date, time, mobile number, follow up call details and final conclusion. 2. Supervisor will present the report to the Incharge Outbound Contact Centre. Standard Operating Procedure Number. 4.2.23

Turn Around Time (TAT): We ek’ s Completer: Outbound Contact Centre Last Working Day Officer Key Performance Indicator (KPI): Approved By: GM CS Warid Prepared By: Support Centre Telecom

Document Number. CS/OCC/.024 Final Revision Date: 12th June, 2005 Preparation Date: 4th 4.2.24: Call Back Procedure September 2004 Effective Date: 23rd May, 2005 1. CSR will check his/her personal workload using the CRM System to find out call back requests generated from Inbound Contact Centre/Support Centre/CS Operations/Correspondence Team/Training & Development Team. Reference SOPs: a. .1.7 b. 4.1.10.2 c. 4.1.16 d. 4.1.18.2 e. 4.1.24.1 f. 4.1.24.2 g. 4.1.24.3 Standard Operating Procedure Number. 4.2.24

h. 4.1.27 i. 4.1.49 2. CSR will assign call back target to Outbound Officers who will call the customers back by following instructions mentioned in the notepad of the activity/task. 3. Outbound Officer will complete the activity/task at the end of the call with his/her notepad entry mentioning response of the customer on call back. Completer: Outbound Officer Prepared By: Support Centre

Turn Around Time (TAT): Key Performance Indicator (KPI): As per requirement Approved By: GM CS Warid Telecom

Document Number. CS/OCC/.025 Final Revision Date: 12th June, 2005 Preparation Date: 4th 4.2.25: Recovery Calls September 2004 Effective Date: 23rd May, 2005 1. CSR will receive report from C&C Team mentioning numbers of the customers who are supposed to pay off their outstanding balance on daily/weekly basis as per required. 2. CSR will assign the recovery calls task to the Outbound Officers by creating an activity/task in the CRM System with the head “Recovery Call Back” and routing it to the respective Outbound Officer along with any essentially required information and instructions in the notepad. 3. Outbound Officer will check his/her personal workload in the CRM System to find out about pending recovery call activities/tasks. 4. Outbound Officer will call the customer for recovery using the “Progressive Dialer” of the CRM System. 5. Outbound Officer will reroute the task to the Supervisor after ending the call along with his/her comments mentioned in the notepad regarding customer’s response. Standard Operating Procedure Number. 4.2.25

Completer: Outbound Officer Prepared By: Support Centre


Document Number. CS/OCC/.026 Final Revision Date: 12th June, 2005 Preparation Date: 4th 4.2.26: Recovery Calls Report Generation September 2004 Effective Date: 23rd May, 2005 1. CSR will check his/her personal workload to view notepad comments of the Outbound Officer as Outbound Officer reroutes the activity/task to Supervisor. (Ref to4.2.24) 2. CSR will complete the activity/task with his/her comments in the notepad. 3. CSR will generate a report on daily/weekly basis for recovery calls and will hand over to the C&C Team. Turn Around Time (TAT): Completer: Outbound Contact Centre Key Performance Indicator Supervisor (KPI): Approved By: GM CS Warid Prepared By: Support Centre Telecom Standard Operating Procedure Number. 4.2.26

Document Number. CS/OCC/.027 Final Revision Date: 12th June, 2005 Preparation Date: 4th 4.2.27: GPRS / MMS Enabling Calls September 2004 Effective Date: 23rd May, 2005 1. CSR will check his/her pending workload to find out about any required call backs for GPRS/MMS manual activation. (Refer to: 4.5.21) 2. CSR will assign the call back task to Outbound Officers. 3. Outbound Officer will check his personal workload to find out about any assigned call back activity/tasks. 4. Outbound Officer will call back the customer using the “Progressive Dialer” integrated with the CRM System. 5. Outbound Officer will help the customer with settings, if required. 6. Outbound Officer will complete the activity/task with his comments about results of the call in the CRM System. Turn Around Time (TAT): Completer: Outbound Officer Key Performance Indicator (KPI): 4 minutes Approved By: GM CS Warid Prepared By: Support Centre Telecom Standard Operating Procedure Number. 4.2.27

sop-contact centre inbound & outbound

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