sop-contact centre inbound & outbound

Standard Operating Procedure

Standard Operating Procedures – Inbound Contact Centre 4.1

Standard Operating Procedure Number. 4.1.1

Document Number. CS/ICC//.001

Final Revision Date: 12th June, 2005

4.1.1: Greeting Of CustomerPreparation Date: 4th September 2004Effective Date: 23rd May, 2005

1. CSR will receive incoming call by clicking the ACCEPT CALL button of the ACD1

System’s 2. CSR will greet the customer by name as per the “CTI Module” of the CRM

system.3. Incase of unregistered CLI (other than Warid number) CSR will greet customer

as follows: “Asalam-o-Alaikum this is (CSR’s name) from Warid, how may I help you?”

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 ACD2 System’s

2. CSR will greet customer as per the following “Asalam-o-Alaikum. This is _____ (CSR’s name). How may I help you?”

Completer: Inbound Contact Centre Officer

Key Performance Indicator (KPI): 30 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


Document Number. CS/ICC//.002


4.1.2: Verification of CustomerPreparation Date: 4th September 2004Effective 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.Completer: Inbound Contact Centre Officer





Document Number. CS/ICC/.003

Final Revision Date: 12th June, 2005 date

4.1.3: Closing Of Inbound CallsPreparation Date: 4th September 2004Effective 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 LDI1. Thank you for letting ARY Telecom be of service.2. Thank you for calling ARY calling card powered by Warid Telecom.


Turn Around Time (TAT): N/AKey Performance Indicator (KPI):






4.1.4: Prepayment RestorationPreparation Date: 4th September 2004Effective 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.

Completer: Inbound Contact Centre Officer / Integrated System

Turn Around Time (TAT): 20 minutes Key Performance Indicator (KPI):






4.1.5: Post-Payment RestorationPreparation Date: 4th September 2004Effective 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): ImmediateKey Performance Indicator (KPI): Immediate






4.1.6: Other RestorationsPreparation Date: 4th September 2004Effective 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.Completer: Inbound Contact Centre Officer

Turn Around Time (TAT): Removal of ObjectionKey Performance Indicator

(KPI): 20 minutes






4.1.7: Activation of New SalePreparation Date: 4th September 2004Effective 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.


Turn Around Time (TAT): As soon as the new sale is entered in POS SystemKey Performance Indicator (KPI):






4.1.8: Recreation Of Expired NumberPreparation Date: 4th September 2004Effective 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.

4. CSR will close call as per SOP 4.1.3.5. CSR will enter “Prepaid Reactivation” as call code in the “Wrap up



Turn Around Time (TAT): As soon as the payment is entered in POS SystemKey Performance Indicator (KPI): On each reFinal Revision Date






4.1.9: Address AlterationPreparation Date: 4th September 2004Effective 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 T-Pin 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 addressb. 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



Turn Around Time (TAT): ImmediateKey Performance Indicator (KPI): Postpaid: 24 hoursPrepaid: 48hours



Standard Operating Procedure Number. 4.1.10.1

Document Number. CS/ICC/.010i


4.1.10.1: Package Plan Alteration (Postpaid to Prepaid)Preparation Date: 4th September 2004Effective Date: 23rd May, 2005



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 stepii. 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

3 Amount to be decided by marketing

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


Completer: Inbound Contact Centre Officer/ Subscriber Management Team Support Center

Turn Around Time (TAT): 60 minutes subject to bill clearance Key Performance Indicator (KPI): 60 minutes




Document Number. CS/ICC/.010ii


4.1.10.2: Package Plan Alteration (Prepaid to Postpaid)Preparation Date: 4th September 2004Effective Date: 23rd May, 2005



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 stepii. 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


Completer: Inbound Contact Centre Officer/ Subscriber Management Team Support Center

Turn Around Time (TAT): 30 minutes subject security deposit reflectingKey Performance Indicator (KPI): 20 minutes






4.1.11: Blocking On Stolen CasesPreparation Date: 4th September 2004Effective Date: 23rd May, 2005



4. CSR will ask customer which product he requires to block:a. Post paid GSMb. Prepaid GSMc. 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 SubCS/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


Completer: Inbound Contact Centre Officer/ Operations & Indirect Support Team Support Center

Turn Around Time (TAT): 5 minutesKey Performance Indicator (KPI): 5 minutes






4.1.12: Voluntary BlockingPreparation Date: 4th September 2004Effective Date: 23rd May, 2005



4. CSR will ask customer which product he requires to block:a. Post paid GSMb. Prepaid GSMc. 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 SubCS/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


Completer: Inbound Contact Centre Officer/ Operations & Indirect Support Team Support Center

Turn Around Time (TAT): 5 minutes subject to bill clearanceKey Performance Indicator (KPI): 5 minutes subject to bill clearance

Prepared By: Support Centre Approved By: GM CS Warid

Telecom





4.1.13: Online PaymentsPreparation Date: 4th September 2004Effective 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.

Completer: Inbound Contact Centre Officer with the help of Online Payments IVR

Turn Around Time (TAT): ImmediatelyKey Performance Indicator (KPI):






4.1.14: Vas (Value Added Services) Activation/DeactivationPreparation Date: 4th September 2004Effective 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 Approved By: GM -9CS Warid Telecom





4.1.15: Itemized Bill Activation/DeactivationPreparation Date: 4th September 2004Effective Date: 23rd May, 2005


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 T-Pin 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



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).


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.

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







4.1.16: Change Of Payment ModePreparation Date: 4th September 2004Effective Date: 23rd May, 2005



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


Completer: Inbound Contact Centre Officer /Correspondence Team /Subscriber Management Team

Turn Around Time (TAT): 24 working hoursKey Performance Indicator (KPI):






4.1.17: Access Level AlterationsPreparation Date: 4th September 2004Effective Date: 23rd May, 2005



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


Completer: Inbound Contact Centre Officer with the help of Integrated Systems/Subscriber Management Team /C&C

Turn Around Time (TAT): 20 minutes with deposit/ waiver4 hours with waiverKey Performance Indicator (KPI): On case basis






4.1.18.1: Credit Limit Enhancement with DepositPreparation Date: 4th September 2004Effective Date: 23rd May, 2005



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.Completer: Inbound Contact Centre Turn Around Time (TAT): 10

Officer with the help of Integrated Systems/Subscriber Management Team

minutesKey Performance Indicator (KPI):






4.1.18.2: Credit Limit Enhancement Without DepositPreparation Date: 4th September 2004Effective Date: 23rd May, 2005



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.

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


Completer: Subscriber Management Team

Turn Around Time (TAT): XX Working HoursKey Performance Indicator (KPI):






4.1.19: Issuance Of SimPreparation Date: 4th September 2004Effective 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 4.1.24. CSR will educate the customer that in a while he will hear a





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)


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.

Completer: Operations Team (Support Center)

Turn Around Time (TAT): 24 Working HoursKey Performance Indicator (KPI):






4.1.20: Blocking Of Loyalty CardPreparation Date: 4th September 2004Effective 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 4.1.23. 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


Completer: Inbound Contact Center / Operations Team (Support Center)




Standard Operating Procedure Document Number. CS/ICC/.021

Number. 4.1.21 Final Revision Date: 12th June, 2005

4.1.21: User Name AlterationPreparation Date: 4th September 2004Effective Date: 23rd May, 2005


purposes, if the changes are minor. Refer to SOP 4.1.23. CSR will educate the customer that in a while he will hear a

computerized voice requesting to enter his T-Pin. Refer to SOP 4.1.24. CSR will inform the customer that he (CSR) can also listen to the




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 /Operations Team (Support Center)/CorrespondenceTeam

Turn Around Time (TAT): Immediately/24 hours






4.1.22: Mobile Number AlterationPreparation Date: 4th September 2004Effective 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






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).


9. CSR will close call as per SOP 4.1.3.10.CSR will enter “MSISDN Alteration” as call code in the “Wrap up


Completer: Inbound Contact Center /Operations Team (Support Centre)







4.1.23: Duplicate Bill IssuancePreparation Date: 4th September 2004Effective 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






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)


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 /Bill Delivery Management

Turn Around Time (TAT): 24 Working Hours






4.1.24.1: Cellular Complaint; Outgoing Call ComplaintsPreparation Date: 4th September 2004Effective 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 Accessb. 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)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


Completer: Inbound Contact Center /Complaints Management Support Center


Prepared By: Support Centre Support Center

Approved By: GM CS Warid Telecom





4.1.24.2: Cellular Complaint; Incoming Call ComplaintsPreparation Date: 4th September 2004Effective Date: 23rd May, 2005


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)


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


Completer: Inbound Contact Center /Complaints Management Support Center





Document Number. CS/ICC/.024iii


4.1.24.3: Cellular Complaint : Signal/Echo ComplaintsPreparation Date: 4th September 2004Effective Date: 23rd May, 2005


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 locationb. Duration since customer is facing the problemc. Customer’s handset along with model numberd. 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.


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


Completer Inbound Contact Center /Complaints Management Support Center



Telecom





4.1.25: Scratch Card ComplaintsPreparation Date: 4th September 2004Effective 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 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.ii. If card is already recharged will lodge a fraud request 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)



8. CSR will close call as per SOP 4.1.3.9. CSR will enter “Web based Complaints” as call code in the “Wrap


Completer: Inbound Contact Center /Subscriber Management Team







4.1.26.1: Web Site Based ComplaintsPreparation Date: 4th September 2004Effective 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 problemi. Customer’s Computer Operating System and Internet

Service Providerj. Error customer receives while trying to use the servicek. Last time when customer successfully used the problematic

servicel. Any Additional Notes




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.








4.1.26.2: Web Based Vas ComplaintsPreparation Date: 4th September 2004Effective 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.


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 messageb. Duration since customer is facing the problemc. Customer’s handset along with model numberd. Ringtone/MMS/Picture Message number entered by the

Customere. Last time when customer successfully used the problematic

servicef. Any Additional Notes




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









4.1.27: Vas Related ComplaintsPreparation Date: 4th September 2004Effective 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.


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

a. Approximate or Exact time when customer didn’t get the particular VAS service

b. Duration since customer is facing the problemc. Customer’s handset along with model numberd. Last time when customer successfully used the problematic

servicee. 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)



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







Standard Operating Procedure Number. 4.1.28.1 Final Revision Date: 12th June, 2005

4.1.28.1: Bill Adjustment (Payment Against Wrong Number)

Preparation Date: 4th September 2004Effective Date: 23rd May, 2005

1. CSR will greet customer as SOP 4.1.1.2. CSR will verify the customer as per SOP 4.1.23. 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

4. CSR will enter the number in CRM system against which customer has 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 amountb. Time, Amount and Point of Sale as per customer’s claimc. 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)



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.

Completer Inbound Contact Center /Subscriber Management Team







4.1.28.2: Bill Adjustment (Credit Note)Preparation Date: 4th September 2004Effective Date: 23rd May, 2005

1. CSR will greet customer as SOP 4.1.1.2. CSR will verify the customer as per SOP 4.1.23. 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.




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.








4.1.28.3: Bill Adjustment (Invoice)Preparation Date: 4th September 2004Effective 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 customer3. 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.


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.






Document Number. CS/ICC/.028iv


4.1.28.4: Bill Adjustment (Prepaid Deduction Complaints)Preparation Date: 4th September 2004Effective 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




8. CSR will enter “Bill Adjustment” as call code in the “Wrap up Mode” of the CRM System.






Number. 4.1.29 Final Revision Date: 12th June, 2005

4.1.29: Issuance Of Tax CertificatesPreparation Date: 4th September 2004Effective Date: 23rd May, 2005


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 tax certificates within 24 working hours.


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.

Completer: Inbound Contact Centre Officer /Correspondence Team







4.1.30: Issuance Of Redemption FormPreparation Date: 4th September 2004Effective Date: 23rd May, 2005


purposes.3. CSR will educate the customer that in a while he will hear a





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.


8. CSR will close call as per SOP 4.1.3.9. CSR will enter “Redemption Forms” as call code in the “Wrap up


Completer: Inbound Contact Centre Officer /Correspondence Team







4.1.31: PUK Code ProvisionPreparation Date: 4th September 2004Effective 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





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.


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.








4.1.32: T-Pin Code IssuancePreparation Date: 4th September 2004Effective 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 Customerb. PTCL number given by the Customerc. Last Amount Recharged by the prepaid customer or last billing

amount paid by the postpaid customer4. 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)


9. CSR will enter “T-Pin Reset” as call code in the “Wrap up Mode” of the CRM System.

Completer: Correspondence Team







4.1.33: Coverage QueriesPreparation Date: 4th September 2004Effective 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









4.1.34: Package Plan QueriesPreparation Date: 4th September 2004Effective Date: 23rd May, 2005


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









4.1.35: Pricing And TariffPreparation Date: 4th September 2004Effective Date: 23rd May, 2005


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









4.1.36: Billing InformationPreparation Date: 4th September 2004Effective Date: 23rd May, 2005


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









4.1.37: Gprs Activation/QueriesPreparation Date: 4th September 2004Effective 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









4.1.38: Mms QueriesPreparation Date: 4th September 2004Effective 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


Completer: Operations Team

Turn Around Time (TAT): One Working HourKey Performance Indicator (KPI):





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.

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.








4.1.40: Handset Based QueriesPreparation Date: 4th September 2004Effective Date: 23rd May, 2005


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









4.1.41: Vas Based QueriesPreparation Date: 4th September 2004Effective Date: 23rd May, 2005


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









4.1.42: Ownership Based QueriesPreparation Date: 4th September 2004Effective 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









4.1.43: Local Loop Based QueriesPreparation Date: 4th September 2004Effective Date: 23rd May, 2005


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



Turn Around Time (TAT):Key Performance Indicator (KPI):






4.1.43: Wireless Local Loop / Local Loop Based Queries Preparation Date: 4th September 2004Effective Date: 23rd May, 2005


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









4.1.44.1: LDI Based Card Complaints (Invalid PIN problem)



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 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



Turn Around Time (TAT): ImmediatelyKey Performance Indicator (KPI): Immediately






4.1.44.2: LDI Based Card Complaints (Over scratched card)








b. Is the customer facing a problem related to his/her quality of call & connectivity (Refer to SOP 4.1.44.2)


d. Is the customer facing inquiring about the feature set of LDI? (Refer to SOP 4.11.44.4)


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



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 numberb. 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.










4.1.44.3: LDI Based Card Complaints (Misplaced card)Preparation Date: 4th September 2004Effective Date: 23rd May, 2005







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)


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


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.




Turn Around Time (TAT): 1 minuteKey Performance Indicator (KPI): 1 minute




Document Number. CS/ICC/.044iv


4.1.44.4: LDI Based Card Complaints (Expired card)Preparation Date: 4th September 2004Effective Date: 23rd May, 2005











a. Customer card retries over. (Proceed to SOP 4.1.44.1)b. Customer has over scratched the card. (Proceed to SOP


4.1.44.3)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


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 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.








Document Number. CS/ICC/.044v


4.1.44.5: LDI Based Card Complaints (Deactivated card)Preparation Date: 4th September 2004Effective Date: 23rd May, 2005













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


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.

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 number7. 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


Completer: Inbound Contact Centre Officer/NOC

Turn Around Time (TAT): 2 hoursKey Performance Indicator (KPI): 2 hours




Document Number. CS/ICC/.044vi


4.1.44.6: LDI Based Card Complaints (Card Merge problems)














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 transferredb. 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.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.



Completer: Inbound Contact Centre Officer/ NOC





Document Number. CS/ICC/.044vii


4.1.44.7: LDI Based Card Complaints (Overcharging)Preparation Date: 4th September 2004Effective Date: 23rd May, 2005















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

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









4.1.45.1: LDI Based Quality of Service Complaints (Voice fluctuations)


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 numberb. Dialing digitc. Point of presenced. 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.Completer: Inbound Contact Centre Officer

Turn Around Time (TAT): 2 hoursKey Performance Indicator

(KPI): As per PTC






4.1.45.2: LDI Based Quality of Service Complaints (Call disconnection)



following questions:a. Is customer facing echo or disturbance in the voice line?b. Is customer facing frequent call disconnection3. 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”


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): TBDKey Performance Indicator (KPI): TBD


Back to index

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4.1.45.3: LDI Based Quality of Service Complaints (Outgoing Dialing Problem)



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”


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 <International dialing code>,<Country Code>, <International dialed digit>

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.







4.1.46: LDI Based Tariff InformationPreparation Date: 4th September 2004Effective 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



Turn Around Time (TAT): As per requirementKey Performance Indicator (KPI): As per requirement






4.1.47: LDI Based Product InformationPreparation Date: 4th September 2004Effective Date: 23rd May, 2005


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



Turn Around Time (TAT): N/AKey Performance Indicator (KPI): As per requirement






4.1.48: Lead CollectionPreparation Date: 4th September 2004Effective 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 subscribed 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.








4.1.49: Other QueriesPreparation Date: 4th September 2004Effective 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.








4.1.50: Refill BarredPreparation Date: 4th September 2004Effective 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.








4.1.51: Obnoxious CallsPreparation Date: 4th September 2004Effective 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.

Completer: Correspondence TeamTurn Around Time (TAT): N/AKey Performance Indicator (KPI):




Document Number. OPS.0052


4.1.52: Bill Not Received:Preparation Date: 4th September 2004Effective 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.


Completer: Key Performance Indicator (KPI): As per requirement






4.1.53: Tariff Plan ChangePreparation Date: 4th September 2004Effective Date: 23rd May, 2005



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

Completer: Key Performance Indicator (KPI): On account’s bill day



Standard Operating Procedures – 4.2 Outbound Contact Centre


Document Number. CS/OCC//001


4.2.1: Greeting Of CustomerPreparation Date: 4th September 2004Effective 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.

Completer: Outbound Contact Centre Officer






4.2.2: Closing Of Outbound Calls Preparation Date: 4th September 2004Effective 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.

Completer: Outbound OfficerTurn Around Time (TAT):Key Performance Indicator (KPI):





4.2.3: Escalation ProcedurePreparation Date: 4th September 2004Effective Date: 23rd May, 2005

2. TABS dependent to be decided as yet.

Completer: Outbound Contact Centre Supervisor

Key Performance Indicator (KPI): Week’s First Working Day





4.2.4: Prospect Database MaintenancePreparation Date: 4th September 2004Effective Date: 23rd May, 2005

1. Outbound Contact Centre Supervisor will keep updating the database using following sources:

c. LCCI (Lahore Chambers & Commerce Industry)d. PTCe. Yellow Pagesf. Internet Sourcesg. Personal Sources

3. Supervisor will collect contact numbers of the decision making authorities of various Organizations to expand the corporate subscriber base.


Key Performance Indicator (KPI): Week’s First Working Day



Document Number. CS/CS/OCC//005


4.2.5: Welcome CallsPreparation Date: 4th September 2004Effective 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.

Completer: Outbound Officer Making the Call

Key Performance Indicator (KPI): Within 14 working Hrs of the number’s activation


Telecom




4.2.6: Lead CollectionPreparation Date: 4th September 2004Effective 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 Supervisor(s)

Key Performance Indicator (KPI): After every 1 hr.





4.2.7: Lead FiltrationPreparation Date: 4th September 2004Effective 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 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 (KPI): 30 Minutes after collecting lead data





4.2.8: Pre Lead Generation WorkPreparation Date: 4th September 2004Effective 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.

Completer: Outbound Officer, assigned the task to follow up with lead

Turn Around Time (TAT): 30 Minutes after receiving the assigned activities/tasks from CS/OCC/S



Document Number. CS/CS/OCC//009


4.2.9: Lead Generation/Qualification Preparation Date: 4th September 2004Effective 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.


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.

Completer: Outbound Officer, assigned the task to follow up with the lead

Turn Around Time (TAT): 10 minutes after completion of SOP # 4.2.5Key Performance Indicator (KPI):





4.2.10: Order TakingPreparation Date: 4th September 2004Effective 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 Nameb. Prospect Addressc. Prospect Contact Numberd. Prospect’s preferred product/servicee. Prospect’s preferred time/date to contact for sale deliveryf. Prospect’s statusg. Prospect’s regionh. 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 task has been routed to CSR.

Completer: Outbound Officer, assigned the task to follow up with the lead

Key Performance Indicator (KPI): Same Call in which lead is qualified





4.2.11: Daily Leads Report GenerationPreparation Date: 4th September 2004Effective 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 Nameb. Prospect Statusc. 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.

Completer: Outbound Officer, assigned the task to followup with the lead

Turn Around Time (TAT): 5 Minutes after the callKey Performance Indicator (KPI):





4.2.12: Closed SalesPreparation Date: 4th September 2004Effective 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 includea. Outbound Officer’s name and IDb. Date and Time when lead was qualifiedc. Product/Service prospect wants to subscribe tod. Lead originated frome. Lead generated byf. 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.


Key Performance Indicator (KPI): 1 working hour





4.2.13: Follow Up Of Service CallsPreparation Date: 4th September 2004Effective 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 customersb. 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.



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.

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.

Completer: Outbound Officer, making the follow up call

Key Performance Indicator (KPI): Within two weeks of the number’s activation



Document Number. CS/OCC/.014


4.2.14: Cold Calls Follow UpPreparation Date: 4th September 2004Effective 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.





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.

12.Outbound Officer, if finds that the call is still a cold one, will follow 11th point of the SOP number 4.2.6.

Completer: Outbound Officer

Turn Around Time (TAT): 1 WeekKey Performance Indicator (KPI):





4.2.15: Complaint HandlingPreparation Date: 4th September 2004Effective 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.

Completer: Respective Team as per nature of the complaint

Turn Around Time (TAT): As per complaint’s SOPKey Performance Indicator (KPI):





4.2.16: Complementary Service ProvisionPreparation Date: 4th September 2004Effective 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&Cb. High profiled customersc. 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.





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 profile.

14.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.


Completer: Outbound Officer or the respective team for the offered service

Turn Around Time (TAT): As per SOP of the offered serviceKey Performance Indicator (KPI):





4.2.18: Referral CollectionPreparation Date: 4th September 2004Effective 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 leads by self assigning targets.

Completer: Outbound OfficerKey Performance Indicator (KPI): After one month of the Customer’s subscription





4.2.19: Cross Selling CallsPreparation Date: 4th September 2004Effective 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.


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.


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.


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.

Completer: Outbound Officer who has been assigned the task by Supervisor

Turn Around Time (TAT): 2 Working HrsKey Performance Indicator (KPI):





4.2.20: Churn Customer Data CollectionPreparation Date: 4th September 2004Effective 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 Churnb. 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 Numberb. Voluntary Churn Date (If it’s voluntary churn case)c. Predictive Churn Reasonsd. Detailse. Follow up task assigned tof. 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.

Completer: Outbound Officer assigned the follow up task

Key Performance Indicator (KPI): For Supervisor: 2 Working HoursFor Outbound Officer: 4 Working Hours





4.2.21: Win-Back CallsPreparation Date: 4th September 2004Effective 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.


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.







4.2.21: Win-Back ExpectationsPreparation Date: 4th September 2004Effective 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.







4.2.22: Win-Back Follow Up CallsPreparation Date: 4th September 2004Effective 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 timeKey Performance Indicator (KPI):





4.2.23: Win-Back Report GenerationPreparation Date: 4th September 2004Effective 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.

Completer: Outbound Contact Centre Officer

Turn Around Time (TAT): Week’s Last Working DayKey Performance Indicator (KPI):





4.2.24: Call Back ProcedurePreparation Date: 4th September 2004Effective 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. .1.7b. 4.1.10.2c. 4.1.16d. 4.1.18.2e. 4.1.24.1f. 4.1.24.2g. 4.1.24.3h. 4.1.27i. 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 OfficerTurn Around Time (TAT):Key Performance Indicator (KPI): As per requirement





4.2.25: Recovery CallsPreparation Date: 4th September 2004Effective 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.







4.2.26: Recovery Calls Report GenerationPreparation Date: 4th September 2004Effective 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):Key Performance Indicator (KPI):





4.2.27: GPRS / MMS Enabling CallsPreparation Date: 4th September 2004Effective 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.

Completer: Outbound OfficerTurn Around Time (TAT):Key Performance Indicator (KPI): 4 minutes


sop-contact centre inbound & outbound

Documents

Transcript of sop-contact centre inbound & outbound