Sop-Contact Centre Inbound & Outbound

Standard Operating Procedure
Standard Operating Procedures – Inbound Contact

Centre 4.1
Standard Operating Procedure Number. Document Number. CS/ICC//.001
4.1.1 Final Revision Date: 12th June, 2005
Preparation Date: 4th September 2004
4.1.1: Greeting Of Customer
Effective Date: 23rd May, 2005
1. CSR will receive incoming call by clicking the ACCEPT CALL button of the 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?”
Key Performance Indicator (KPI): 30

Completer: Inbound Contact Centre Officer
seconds
Prepared By: Support Centre Approved By: GM CS Warid Telecom
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1
ADS=Agent Desktop Services
2
ADS=Agent Desktop Services
Standard Operating Procedure Number. Document Number. CS/ICC//.002
4.1.2: Verification of Customer
1. Two scenarios arise:
a. Customer wants to pass on any instructions regarding his/her Warid
subscription. (Verify as per point 3)
b. Customer wants to forward any complaint regarding his/her Warid
subscription (Verify as per point 2)
2. No verification is required for any complaints and CSR can take down request for
investigation.
3. If customer is calling from Warid number CSR will ask for T-PIN of customer and
validate it from ADS. (Refer to TABS ADS training Module)
4. If customer validates PIN CSR is ready to take any instructions against that
number. If not CSR will ask for other verification in the form of billing address,
fixed line number, NIC before taking any instructions.
5. If customer is calling from unregistered CLI (other than Warid number) CSR will
ask for verification as per point 3.
6. For corporate accounts CSR cannot take down any instructions which change
customer information without receiving a letterhead request. In such cases CSR
will guide customer to fax a letterhead request.
7. Close the call as per SOP 4.1.3.
Key Performance Indicator (KPI): 30
Completer: Inbound Contact Centre Officer
seconds
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Document Number. CS/ICC/.003
Final Revision Date: 12th June, 2005
Number. 4.1.3
date
Preparation Date: 4th
4.1.3: Closing Of Inbound Calls September 2004
1. Two scenarios exist here:
a. CSR takes necessary instructions from customer
b. CSR gives information to customer
2. For scenario (a) CSR will repeat a summary of the instructions given by
the customer to re-verify the request. CSR will also inform of the time
taken for the request to be processed.
3. CSR will also ask customer if he/she wants to know anything else or
wants to pass on another instruction.
4. For scenario (b) CSR will ask whether customer wants to know anything
else. If yes then provide feedback. If no then close call by thanking
customer for calling and letting Warid be of service.
For LDI
1. Thank you for letting ARY Telecom be of service.
2. Thank you for calling ARY calling card powered by Warid Telecom.
Turn Around Time (TAT): N/A

Completer: Inbound Contact Centre
Key Performance Indicator
Officer
(KPI):
Approved By: GM CS Warid
Prepared By: Support Centre
Telecom
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Standard Operating Procedure Number. Document Number. CS/ICC/.004
4.1.4: Prepayment Restoration
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 / Turn Around Time (TAT): 20 minutes
Integrated System Key Performance Indicator (KPI):
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Standard Operating Procedure Document Number. CS/ICC/.005

Number. 4.1.5 Final Revision Date: 12th June, 2005
4.1.5: Post-Payment Restoration September 2004
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.
8. CSR will enter “Post-payment Restoration” as call code in the “Wrap up
Mode” of the CRM System.
Turn Around Time (TAT):
Completer: Inbound Contact Centre Immediate
Officer Key Performance Indicator
(KPI): Immediate
Telecom
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4.1.6: Other Restorations September 2004
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.
6. CSR will enter “Other Restorations” as call code in the “Wrap up Mode”
of the CRM System.
Completer: Inbound Contact Centre Removal of Objection
(KPI): 20 minutes
Telecom
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4.1.7: Activation of New Sale September 2004
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.
6. CSR will enter “New Sale Activation” as call code in the “Wrap up
Turn Around Time (TAT): As soon
as the new sale is entered in POS
System
Officer
(KPI):
Telecom
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4.1.8: Recreation Of Expired Number September 2004
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.
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
Completer: Inbound Contact Centre System
(KPI): On each reFinal Revision
Date
Telecom
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4.1.9: Address Alteration September 2004
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 address
b. Landmark for ease of verification
c. Fixed line number
6. CSR will then click on “SAVE” button to route task.
7. CSR will inform the customer that his new address has been saved and
all of our relevant systems (e.g. billing system) have been updated in
24 hours for post paid & 48 hours for prepaid.
8. CSR will also inform customer that all changes will be subject to
physical verification of the addresses.
10.CSR will enter “Address Alteration” as call code in the “Wrap up Mode”
of the CRM System.
Immediate
Officer
(KPI): Postpaid: 24 hours
Prepaid: 48hours
Telecom
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Standard Operating Procedure Document Number. CS/ICC/.010i
Number. 4.1.10.1 Final Revision Date: 12th June, 2005
4.1.10.1: Package Plan Alteration (Postpaid to Prepaid) September 2004
computerized voice.
4. CSR will run the “Package Plan Alteration” Script from the “Script Module”
of the CRM System.
a. CSR will ask the customer about his desired package plan: from
post paid to prepaid or prepaid to post paid.
i. Incase of prepaid to postpaid proceed to next step
ii. Incase of post paid to prepaid refer to SOP 4.1.10.2
5. CSR will click on the “Knowledge Base” link next to the customer’s
desired package plan to educate the customer about various features
of that particular package. CSR will close the “knowledge base” window
when customer is satisfied.
6. CSR will inform of Rs.XX3 charges for change of package plan from
postpaid to prepaid this amount will be deducted from the security
deposit (if customer has any). The amount will have to be paid in cash
at any service centre if the customer was operating on full security
waiver.
7. CSR will inform customer of any pending bills before changing package
plan from post paid to prepaid. CSR will select the customer’s desired
package plan from the system.
a. If no pending bills then CSR will generate a task for change of
package plan for Subscriber Management Team & inform customer
that the package will be changed within 60 minutes.
b. If any pending bills CSR will ask customer to clear outstanding
before his package can be changed from post paid to prepaid. The
request will then be entertained from the business centre.
9. CSR will enter “Package Plan Alteration” as call code in the “Wrap up
Turn Around Time (TAT): 60
minutes subject to bill clearance
Officer/ Subscriber Management Team
Support Center
(KPI): 60 minutes
Telecom
3
Amount to be decided by marketing
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Standard Operating Procedure Document Number. CS/ICC/.010ii
4.1.10.2: Package Plan Alteration (Prepaid to Postpaid) September 2004
computerized voice.
4. CSR will run the “Package Plan Alteration” Script from the “Script Module”
of the CRM System.
a. CSR will ask the customer about his desired package plan: from
post paid to prepaid or prepaid to post paid.
i. Incase of prepaid to postpaid proceed to next step
ii. Incase of post paid to prepaid refer to SOP 4.1.10.1
5. CSR will click on the “Knowledge Base” link next to the customer’s
desired package plan and level of access to educate the customer
about various features of that particular package. CSR will close the
“knowledge base” window when customer is satisfied.
6. CSR will check for security deposit reflecting in the CRM. If no security
reflecting CSR will inform customer of the need for a deposit for his/her
desired level of access. If yes then proceed to next step.
7. CSR will inform customer of that all his balance in the prepaid number
will be transferred to the postpaid package. CSR will also inform
customer that request can be initiated only from a business centre or a
franchise as charges have to be paid upfront before a request can be
generated.
9. CSR will enter “Package Plan Alteration” as call code in the “Wrap up
Completer: Inbound Contact Centre minutes subject security deposit
Officer/ Subscriber Management Team reflecting
Support Center Key Performance Indicator
(KPI): 20 minutes
Telecom
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4.1.11: Blocking On Stolen Cases September 2004
computerized voice.
4. CSR will ask customer which product he requires to block:
a. Post paid GSM
b. Prepaid GSM
c. GSM Payphones
5. CSR will ask customer the reason for blocking:
a. Stolen (proceed to next step)
b. Voluntary (proceed to SOP 4.1.12)
6. CSR will run the “Blocking on 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.
8. CSR will enter “Blocking on Stolen Cases” as call code in the “Wrap up
minutes
Officer/ Operations & Indirect Support
Team Support Center
(KPI): 5 minutes
Telecom
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Preparation Date: 4th September
4.1.12: Voluntary Blocking 2004
computerized voice.
4. CSR will ask customer which product he requires to block:
a. Post paid GSM
b. Prepaid GSM
c. GSM Payphones
5. CSR will ask customer the reason for blocking:
a. Stolen (proceed to next step)
b. Voluntary (proceed to SOP 4.1.12)
6. CSR will check the outstanding payable amount from “Customer
Information Module”.
a. If any outstanding CSR will inform customer of the need to clear
the amount before number can be blocked. CSR will close call as
per SOP 4.1.3.
b. If no outstanding amount CSR will proceed to next step.
7. CSR will run the “Blocking on 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).
10.CSR will enter “Voluntary Blocking” as call code in the “Wrap up Mode”
of the CRM System.
Completer: Inbound Contact Centre minutes subject to bill clearance
Officer/ Operations & Indirect Support Key Performance Indicator
Team Support Center (KPI): 5 minutes subject to bill
clearance
Telecom
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4.1.13: Online Payments 2004
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.
9. CSR will enter “Online Payments” as call code in the “Wrap up Mode” of
the CRM System.
Immediately
Officer with the help of Online
Payments IVR
(KPI):
Telecom
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Final Revision Date: 12th June,
Number. 4.1.14
2005
4.1.14: Vas (Value Added Services) Activation/Deactivation September 2004
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.
10.CSR will enter “VAS Activation/Deactivation” as call code in the “Wrap
up Mode” of the CRM System.
Immediately
Officer with the help of Integrated
Systems
(KPI):
Approved By: GM -9CS Warid
Telecom
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Number. 4.1.15
2005
4.1.15: Itemized Bill Activation/Deactivation September 2004
computerized voice.
voice:
a. CSR will run the “Billing Options” Script from the “Script Module” of
the CRM System.
b. CSR will select the “Itemized Bill” once the “Billing Options”
window pops up.
c. CSR will educate the customer about charges of the Itemized Bill
by clicking on “Knowledge Base” link
d. CSR will click on the button “Activate/Deactivate” while keeping
Itemized bill selected in “Billing Options” window pop up as per
customer’s instructions.
e. CSR will inform the customer that Itemized bill is
activated/deactivated on his number.
f. CSR will ensure that the “Account Status Letter” Script has
customer).
8. CSR will enter “Itemized Bill Activation/Deactivation” as call code in the
“Wrap up Mode” of the CRM System.
Immediately
Systems
(KPI):
Telecom
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4.1.16: Change Of Payment Mode September 2004
computerized voice.
4. CSR will inform the customer that a mandate form will be sent to him
by our correspondence team which he needs to fill out for change of
payment mode.
5. CSR will click on “Change of Payment Mode” Script from the “Script
Module” of the CRM System. The Script will explain that a direct debit
mandate form with NIC copy, a clear copy of a valid customer credit
card (with CVV number visible) Rs.1 latest payment made via that
credit card.
a. CSR will ask whether customer would like the form via fax &
mention the fax number in the notes of the task.
b. CSR will inform customer that a mandate form will reach
customer via courier in 24 hours.
6. CSR will save the “Change of Payment Mode Window” after writing
notes for correspondence team that customer wants to change his
payment mode to either direct debit or cash/cheque.
7. CSR will inform the customer that he his payment mode will be
changed immediately Warid receives the completely filled form with
supplementary documents.
9. CSR will enter “Change of Payment Mode” as call code in the “Wrap up
working hours
Officer /Correspondence Team
/Subscriber Management Team
(KPI):
Telecom
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Standard Operating Procedure Final Revision Date: 12th June, 2005

Number. 4.1.17
4.1.17: Access Level Alterations September 2004
computerized voice.
4. CSR will request customer for payment of security deposit to meet with
credit limit requirements if credit limit is insufficient.
purposes if credit limit is sufficient.
computerized voice requesting to enter his T-Pin. Refer to SOP 4.1.2
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
customer).
10.CSR will request the customer to call again with the correct T-Pin if T-Pin
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
minutes with deposit/ waiver
4 hours with waiver
Systems/Subscriber Management Team
/C&C
(KPI): On case basis
Telecom
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4.1.18.1: Credit Limit Enhancement with Deposit September 2004
computerized voice.
4. CSR will determine whether request for limit enhancement is according
to the existing security deposit & waiver given to the customer or not.
Two CS/Scenarios exist. If customer has deposit or waiver for the limit
he requests CSR will follow to step 3.
5. CSR will consult the “Customer Information Module” to check if
customer’s payment against security deposit has been received. CSR
will carry on the procedure if payment is reflecting.
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
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.
10.CSR will enter “Credit Limit Enhancement” as call code in the “Wrap up
minutes
Systems/Subscriber Management Team
(KPI):
Telecom
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4.1.18.2: Credit Limit Enhancement Without Deposit September 2004
computerized voice.
4. CSR will determine whether request for limit enhancement is according
to the existing security deposit & waiver given to the customer or not.
Two CS/Scenarios exist here:
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.
10.CSR will open the “Authorization Menu” of the CRM System and will
11. CSR will run the “Credit Limit Enhancement” Script from the “Script
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
16.CSR will enter “Credit Limit Enhancement” as call code in the “Wrap up
Turn Around Time (TAT): XX

Completer: Subscriber Management Working Hours
Team Key Performance Indicator
(KPI):
Telecom
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4.1.19: Issuance Of Sim September 2004
2. CSR will inform the customer about charges of SIM.
voice:
a. CSR will run the “SIM Issuance” Script from the “Script Module” of
the CRM System.
b. CSR will enter notes for Operations team of Support Centre for
issuance of SIM.
c. CSR will ensure that the “SIM Issuance Task” has been
successfully forwarded to Operations team of Support Centre by
viewing “task history” of the customer’s number.
d. CSR will inform the customer that SIM will be received by him/her
within 48 working hours while he will be charged for that in the
next bill. (Refer to 4.5.27)
10.CSR will enter “SIM Issuance” as call code in the “Wrap up Mode” of the
CRM System.
Completer: Operations Team (Support Working Hours
Center) Key Performance Indicator
(KPI):
Telecom
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4.1.20: Blocking Of Loyalty Card September 2004
3. CSR will make a task for Operations & Indirect Support Team Support
Center to block the loyalty card number mentioned by customer. CSR
will also mention the name & number of the calling person in the notes.
5. CSR will enter “Blocking of loyalty card” as call code in the “Wrap up
Completer: Inbound Contact Center / Working Hours
Operations Team (Support Center) Key Performance Indicator
(KPI):
Telecom
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Number. 4.1.21
2005
4.1.21: User Name Alteration September 2004
purposes, if the changes are minor. Refer to SOP 4.1.2
computerized voice requesting to enter his T-Pin. Refer to SOP 4.1.2
voice:
a. CSR will run the “User Name Alteration” Script from the “Script
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.
9. CSR will enter “User Name Alteration” as call code in the “Wrap up
Completer: Inbound Contact Center
/Operations Team (Support
Immediately/24 hours
Center)/CorrespondenceTeam
Telecom
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4.1.22: Mobile Number Alteration September 2004
2. CSR will inform the customer about charges of getting mobile number
changed.
voice:
a. CSR will run the “MSISDN Alteration” Script from the “Script
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
customer).
10.CSR will enter “MSISDN Alteration” as call code in the “Wrap up Mode”
of the CRM System.
Completer: Inbound Contact Center Working Hours
/Operations Team (Support Centre) Key Performance Indicator
(KPI):
Telecom
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4.1.23: Duplicate Bill Issuance September 2004
2. CSR will inform the customer about charges of duplicate bill.
voice:
a. CSR will run the “Billing Options” Script from the “Script Module” of
the CRM System.
b. CSR will select the “Duplicate Bill” once the “Billing Options”
window pops up.
c. CSR will enter notes for Subscriber Management Team of Support
Centre for issuance of duplicate bill
d. Script will automatically route task to SubCS/SCriber Management.
e. CSR will inform the customer that Duplicate bill will be sent
within 48 working hours. (Refer to 4.5.11)
10.CSR will enter “Duplicate Bill Issuance” as call code in the “Wrap up
Completer: Inbound Contact Center Turn Around Time (TAT): 24
/Bill Delivery Management Working Hours
Telecom
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4.1.24.1: Cellular Complaint; Outgoing Call Complaints September 2004
2. CSR will check all possible options due to which customer may face
outgoing call problem including:
a. Insufficient Balance or Blocked Access
b. Dialing Incorrect Number
c. Handset related codes e.g. fixed dialing maybe on.
3. CSR will run the Script of “Outgoing Call Complaints’ in the “Script
Module” of the CRM Systems.
4. CSR will enter required information in the “Outgoing Call Complaints
Window” which will include:
a. Customer’s numbers on which customer is facing these problems
(MSISDN)
b. Package Type (post paid or prepaid)
c. Customer’s location when problem faced (ask for a landmark &
complete address)
d. Exchange on which customer is dialing (if customer knows about
it)
e. Duration of complaint (time in days or months)
f. Other contact number (preferably fixed line)
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.
8. CSR will enter “Outgoing Call Complaints” as call code in the “Wrap up
Working Hours
/Complaints Management Support
Center
(KPI):
Prepared By: Support Centre Approved By: GM CS Warid
Support Center Telecom
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4.1.24.2: Cellular Complaint; Incoming Call Complaints September 2004
2. CSR will check all possible options due to which customer may face
ingoing call problem including:
a. Blocked Access
b. Active Diverts
3. CSR will run the Script of “Incoming Call Complaints’ in the “Script
Module” of the CRM Systems.
4. CSR will enter required information in the “Incoming Call Complaints
Window” which will include:
a. Customer’s numbers on which customer is facing these problems
(MSISDN)
b. Package Type (post paid or prepaid)
c. Customer’s location when problem faced (ask for a landmark &
complete address)
d. Exchange on which customer is dialing (if customer knows about
it)
e. Duration of complaint (time in days or months)
f. Other contact number (preferably fixed line)
g. Customer’s handset along with model number along with any
additional notes e.g. (hands free used or not)
Complaints Management of Support Centre which will further
coordinate with Engineering team. (Refer to 4.6.1)
working hours.
8. CSR will enter “Ingoing Call Complaints” as call code in the “Wrap up
Working Hours
Center
(KPI):
Telecom
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Standard Operating Procedure Document Number. CS/ICC/.024iii
4.1.24.3: Cellular Complaint : Signal/Echo Complaints September 2004
2. CSR will check all possible options due to which customer may face the
signals/echo problem including:
a. Louder speaker volume of the handset may result in echoing
voices.
b. Customer should be in coverage area.
c. Customer’s handset should not be defected.
d. Has the customer changed his SIM in another set and still faces
the same problem?
3. CSR will run the Script of “Signal/Echo Complaints’ in the “Script Module”
of the CRM Systems.
4. CSR will enter required information for the Engineering team in the
“Signal/Echo Complaints Window” which will include:
a. Customer’s location
b. Duration since customer is facing the problem
c. Customer’s handset along with model number
d. Any Additional Notes
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.
working hours.
9. CSR will enter “Signal/Echo Complaints” as call code in the “Wrap up
Completer Inbound Contact Center
Working Hours
Center
(KPI):
Telecom
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4.1.25: Scratch Card Complaints September 2004
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)
number so that team may check the task by checking it’s workload
in CRM System.
7. CSR will inform the customer that he will receive a call back within
24 working hours.
9. CSR will enter “Web based Complaints” as call code in the “Wrap up
/Subscriber Management Team Key Performance Indicator
(KPI):
Telecom
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4.1.26.1: Web Site Based Complaints September 2004
2. CSR will click the “Knowledge Base” link and will view “Website
Knowledge Base” to check all possible options due to which
customer may face the commercial website operations based
complaints. Such options include:
a. Java Virtual Machine (JVM) is required to access internet chat.
b. If customer’s Internet Service Provider has implemented a
firewall, they may not be able to access a few options.
c. Microsoft Windows 2000/XP is needed to surf the website
properly.
d. Internet Explorer 5.0 or later version is needed to get best
view of the website.
e. Username and password are required to be entered before
personalizing the webpage.
f. Online payments of Minimum Rs. ___ and Maximum Rs. ___
can be made.
3. CSR will enter customer’s complaint in CRM system if none of the
above is reason of customer’s problem.
4. CSR will enter required information for the web administration team
in the “Web Complaints Window” of the CRM System’s “Script
Module” which will include:
g. Approximate or Exact time when customer faced the problem
h. Duration since customer is facing the problem
i. Customer’s Computer Operating System and Internet Service
Provider
j. Error customer receives while trying to use the service
k. Last time when customer successfully used the problematic
service
l. Any Additional Notes
5. CSR will save the window and task will be automatically forwarded
to Subscriber Management Team of the Support Centre which will
further coordinate with web administration team using CRM System.
(Refer to 4.5.28.2)
in CRM System.
7. CSR will inform the customer that he will receive a call back within
24 working hours.
(KPI):
Telecom
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4.1.26.2: Web Based Vas Complaints September 2004
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 message
d. Ringtone/MMS/Picture Message number entered by the Customer
e. Last time when customer successfully used the problematic
service
f. Any Additional Notes
coordinate with web administration team using CRM System. (Refer to
4.5.28.1)
CRM System.
working hours.
(KPI):
Telecom
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4.1.27: Vas Related Complaints September 2004
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
d. Last time when customer successfully used the problematic
service
e. Any Additional Notes
coordinate with VAS administration team using CRM System. (Refer to
4.5.29)
CRM System.
working hours.
10.CSR will enter “VAS based Complaints” as call code in the “Wrap up
(KPI):
Telecom
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Document Number. CS/ICC/.028i

Number. 4.1.28.1
4.1.28.1: Bill Adjustment (Payment Against Wrong
September 2004
Number)
2. CSR will verify the customer as per SOP 4.1.2
3. 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 amount
b. Time, Amount and Point of Sale as per customer’s claim
c. Any Additional Notes
Subscriber Management Team of the Support Centre which will
investigate the case. (Refer to 4.5.1.1)
CRM System.
working hours.
10.CSR will enter “Bill Adjustment” as call code in the “Wrap up Mode” of
the CRM System.
Completer Inbound Contact Center Working Hours
(KPI):
Telecom
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4.1.28.2: Bill Adjustment (Credit Note) September 2004
2. CSR will verify the customer as per SOP 4.1.2
3. CSR will open the “Customer Information Module” against the
customer’s number in the CRM System to check:
a. Customer’s Package Plan
4. CSR will open the “Task History Module” in the CRM System in order to
check if customer made a call or paid a visit before to get his package
plan changed.
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.
CRM System.
working hours.
the CRM System.
(KPI):
Telecom
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4.1.28.3: Bill Adjustment (Invoice) September 2004
2. CSR will open the “Invoice Details Module” against the customer’s
number, as link to the module will be available in “Customer
Information Module”, to check:
a. Detailed breakup of the invoice issued to the customer
3. CSR will verify if there is any ambiguity in the invoice.
4. CSR will educate the customer about breakup of the invoice in case of
no ambiguity.
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.
CRM System.
working hours.
the CRM System.
(KPI):
Telecom
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Standard Operating Procedure Document Number. CS/ICC/.028iv
4.1.28.4: Bill Adjustment (Prepaid Deduction Complaints) September 2004
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.
Team in the “Bill Adjustment – Prepaid Deduction Window” of the CRM
System’s “Script Module” which will include details of the customer
complaint
CRM System.
working hours.
8. CSR will enter “Bill Adjustment” as call code in the “Wrap up Mode” of
the CRM System.
(KPI):
Telecom
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4.1.29: Issuance Of Tax Certificates September 2004
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.
5. CSR will enter “Tax Certificates” as call code in the “Wrap up Mode” of
the CRM System.
Completer: Inbound Contact Centre Working Hours
Officer /Correspondence Team Key Performance Indicator
(KPI):
Telecom
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4.1.30: Issuance Of Redemption Form September 2004
purposes.
voice:
a. CSR will run the “Redemption Campaign” Script from the “Script
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.
9. CSR will enter “Redemption Forms” as call code in the “Wrap up Mode”
of the CRM System.
Completer: Inbound Contact Centre Working Hours
Officer /Correspondence Team Key Performance Indicator
(KPI):
Telecom
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4.1.31: PUK Code Provision September 2004
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.
purposes if customer doesn’t want to switch over to IVR.
voice:
a. CSR will view the “Customer Information Module” to give the PUK
code to the customer.
b. CSR will click the “Knowledge Base link” and will click on “PUK”
to guide the customer how to enter the PUK Code in a secure
manner.
c. CSR will ask customer’s handset make and model number which
he will enter into the Handset field of the “PUK Knowledge Base
Window”.
d. CSR will view the results being displayed and will educate the
customer about entering the PUK code.
11.CSR will enter “PUK Code” as call code in the “Wrap up Mode” of the
CRM System.
Officer
(KPI):
Telecom
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4.1.32: T-Pin Code Issuance September 2004
2. CSR will request the customer to give manual verifications in order to
have new T-Pin issued.
3. CSR will open the “Customer Information Module” of the CRM System
for manual verifications, which include:
a. Billing/Mailing Address of the Customer
b. PTCL number given by the Customer
c. Last Amount Recharged by the prepaid customer or last billing
amount paid by the postpaid customer
4. CSR will run the “T-Pin Issuance” Script in the “Script Module” of the CRM
System.
5. CSR will state in the “T-Pin Issuance Window” that customer needs to
be sent new T-Pin.
6. CSR will inform the customer that he/she will receive the new T-Pin
within 24 working hours on the mailing address given by him/her.
7. CSR will ensure that the task has been forwarded to the
Correspondence Team by checking the history task of the customer’s
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.
Working Hours
Completer: Correspondence Team
(KPI):
Telecom
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4.1.33: Coverage Queries September 2004
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.
8. CSR will enter “Coverage Queries” as call code in the “Wrap up Mode”
of the CRM System.
Officer
(KPI):
Telecom
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4.1.34: Package Plan Queries September 2004
transferred on the IVR for Package Plan information.
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.
7. CSR will enter “Package Plan Queries” as call code in the “Wrap up
Officer
(KPI):
Telecom
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4.1.35: Pricing And Tariff September 2004
transferred on the IVR for Pricing and Tariff information.
clicking IVR Menu of the CRM system and selecting Pricing and Tariff
from the list.
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.
7. CSR will enter “Pricing and Tariff” as call code in the “Wrap up
Officer
(KPI):
Telecom
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4.1.36: Billing Information September 2004
transferred on the IVR for Billing information.
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.
6. CSR will enter “Billing Information” as call code in the “Wrap up
Officer
(KPI):
Telecom
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4.1.37: Gprs Activation/Queries September 2004
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.
6. CSR will enter “GPRS Activation/Queries” as call code in the “Wrap
Completer: Inbound Contact Centre Immediately
(KPI):
Telecom
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4.1.38: Mms Queries September 2004
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.
6. CSR will enter “MMS Queries/Activation” as call code in the “Wrap
Turn Around Time (TAT): One
Working Hour
Completer: Operations Team
(KPI):
Telecom
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4.1.39: Sms Queries September 2004
transferred on the IVR for SMS settings.
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.
8. CSR will enter “SMS Queries” as call code in the “Wrap up Mode” of
the CRM System.
Officer
(KPI):
Telecom
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4.1.40: Handset Based Queries September 2004
transferred on the IVR for handset details.
clicking IVR Menu of the CRM system and selecting Handset
Features from the list.
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.
9. CSR will enter “Handset Based Queries” as call code in the “Wrap up
Officer
(KPI):
Telecom
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4.1.41: Vas Based Queries September 2004
transferred on the IVR for VAS details.
clicking IVR Menu of the CRM system and selecting VAS from the
list.
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.
9. CSR will enter “VAS Based Queries” as call code in the “Wrap up
Officer
(KPI):
Telecom
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4.1.42: Ownership Based Queries September 2004
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)
7. CSR will enter “Ownership Based Queries” as call code in the “Wrap
Officer
(KPI):
Telecom
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4.1.43: Local Loop Based Queries September 2004
transferred on the IVR for Local Loop details.
clicking IVR Menu of the CRM system and selecting Local Loop
Details from the list.
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.
7. CSR will enter “Local Loop Based Queries” as call code in the “Wrap
Officer
(KPI):
Telecom
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4.1.43: Wireless Local Loop / Local Loop Based Queries September 2004
transferred on the IVR for WLL details.
clicking IVR Menu of the CRM system and selecting WLL Details from
the list.
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.
7. CSR will enter “WLL Based Queries” as call code in the “Wrap up
Officer
(KPI):
Telecom
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4.1.44.1: LDI Based Card Complaints (Invalid PIN
September 2004
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.
7. CSR will enter “LDI Scratch Card Complaints” as call code in the
Completer: Inbound Contact Centre Immediately
(KPI): Immediately
Telecom
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4.1.44.2: LDI Based Card Complaints (Over scratched
September 2004
card)
following options:
4.1.25)
4.1.3
call & connectivity (Refer to SOP 4.1.44.2)
4.1.44.3)
(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)
4.1.44.3)
4.1.44.6)
SOP 4.1.44.7)
5. If customer has over scratched the card CSR will ask customer to
give the following information before a complaint can be lodged:
a. Card serial number. A 16 digit number
b. The visible scratched number.
6. CSR will visit the “Card Profile” screen of PSP to check that the card
has not already been loaded in the system.
7. If the card has not been uploaded in the system CSR will make a
task for NOC (Network Operations Control) to block card in software
and inform customer to call again in 2 hours time to get a
replacement card with the same balance amount.
Completer: Inbound Contact Centre minutes
(KPI): 2 minutes
Telecom
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4.1.44.3: LDI Based Card Complaints (Misplaced card) September 2004
following options:
4.1.25)
4.1.3
a. Is the customer facing a problem related to his/her quality of
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?
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)
4.1.44.6)
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.
Completer: Inbound Contact Centre minute
(KPI): 1 minute
Telecom
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Standard Operating Procedure Document Number. CS/ICC/.044iv
4.1.44.4: LDI Based Card Complaints (Expired card) September 2004
following options:
4.1.25)
4.1.3
4.1.44.3)
a. Customer card retries over. (Proceed to SOP 4.1.44.1)
4.1.44.2)
4.1.44.3)
d. Customer’s card has expired. (Proceed to point 4)
4.1.44.6)
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.
Officer
(KPI):
Telecom
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Standard Operating Procedure Document Number. CS/ICC/.044v
4.1.44.5: LDI Based Card Complaints (Deactivated card) September 2004
following options:
4.1.25)
4.1.3
4.1.44.3)
4.1.44.2)
4.1.44.3)
e. Customer’s card is deactivated. (Proceed to point 4)
4.1.44.6)
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 number
7. Inform customer that he/she call back in 2 hours to get an update
on his/her query.
Turn Around Time (TAT): 2 hours
Officer/NOC
(KPI): 2 hours
Telecom
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Standard Operating Procedure Document Number. CS/ICC/.044vi
4.1.44.6: LDI Based Card Complaints (Card Merge
September 2004
problems)
following options:
4.1.25)
4.1.3
4.1.44.3)
4.1.44.2)
4.1.44.3)
f. Customer’s card merge operation failed. (Proceed to point 4)
SOP 4.1.44.7)
5. If customer’s card merge option failed CSR will ask the following
narrowing down questions:
a. What was the primary card number? Primary card is the card
in which the balance is being transferred
b. What is the secondary card number? Secondary card is the
card from which the balance is being transferred.
c. What was the balance of both cards?
6. CSR will punch in the primary and secondary card number in PSP
screen “Card Merge” to check the balance and merge status.
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.
Officer/ NOC
(KPI): 2 hours
Telecom
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Standard Operating Procedure Document Number. CS/ICC/.044vii
4.1.44.7: LDI Based Card Complaints (Overcharging) September 2004
following options:
4.1.25)
4.1.3
4.1.44.3)
4.1.44.2)
4.1.44.3)
4.1.44.8)
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.
10.CSR will enter “LDI Scratch Card Complaints” as call code in the
Completer: Inbound Contact Centre minutes
(KPI): 2 minutes
Telecom
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4.1.45.1: LDI Based Quality of Service Complaints (Voice
September 2004
fluctuations)
2. CSR will narrow down the request by asking customer the following
questions:
a. Is customer facing echo or disturbance in the voice line?
b. Is customer facing frequent call disconnection
3. If customer is facing a quality of call problem, CSR will click the
“Knowledge Base Link” of the CRM System and will select “LDI sub
link” which will pop up the “LDI Information”
4. CSR will narrow down the request by asking the following questions:
a. Is customer facing voice breakup or echo? (Proceed to point
5)
b. Is customer facing call disconnection? (Refer to SOP 4.1.45.2)
c. Is the customer facing outgoing dialing problem? (refer to
SOP 4.1.45.3)
5. If customer is facing voice breakup or echo then CSR will further
narrow down the query by asking the following:
a. Your voice is echoing or the party you are calling?
b. Does it happen on all calls or just one particular call?
c. Where you calling from and what are is your dialed digit?
d. Cross talk is heard while making calls on your card?
6. CSR will enter the complaint for NOC (Network Operations Control)
with the above information (relevant to each case) in the notes
along with the following:
a. Card serial number
b. Dialing digit
c. Point of presence
d. Time of call
7. CSR will inform customer of a time complaint resolution time of 2
hours after which customer should call back to get an update on his
request. Note:- If there is a series problem with any other network
NOC will intimate CS on WOW. CSR can check the customer dialed
digit in that list before making a task. If the series is found in WOW
then no task has to be made. Inform customer that the problem is
with the other operator.
9. CSR will enter “LDI Quality of Service Complaints” as call code in the
Officer
(KPI): As per PTC
Telecom
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4.1.45.2: LDI Based Quality of Service Complaints (Call
September 2004
disconnection)
questions:
a. Is customer facing voice breakup or echo? (Refer to SOP
4.1.45.2)
b. Is customer facing call disconnection? (Proceed to point 5)
c. Is the customer facing outgoing dialing problem? (refer to
SOP 4.1.45.3)
5. If customer is frequent disconnection in calls made from the calling
card then CSR will further narrow down the query by asking the
following:
a. Is the message “Call to this number cannot be defined”? (If so
inform customer that the problem is with the other network
operator not Warid.)
b. Did the customer have enough balance on the card at the
time of making that call? (If no then educate customer that
call will disconnect only when balance expires during a long
duration call)
c. Is the problem in all calls or with a specific operator (mobile
or fixed line)?
d. What is the dialed digit for which the problem is faced?
6. If required as in case (b), (c) of point 4, CSR will make a complaint
for NOC (Network Operations Control) and will inform customer of a
time complaint resolution time of XXX minutes/hours after which
customer should call back to get an update on his request.
8. CSR will enter “LDI Based Quality of Service Complaints” as call
code in the “Wrap up Mode” of the CRM System.
Turn Around Time (TAT): TBD
Officer
(KPI): TBD
Telecom
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4.1.45.3: LDI Based Quality of Service Complaints
September 2004
(Outgoing Dialing Problem)
questions:
a. Is customer facing voice breakup or echo? (Refer to SOP
4.1.45.1)
b. Is customer facing call disconnection? (Refer to SOP 4.1.45.2)
c. Is the customer facing outgoing dialing problem? (Proceed to
point 5)
5. If customer is outgoing dialing problem CSR will further narrow down
the query by asking the following:
a. Where is the customer dialing from?(CLI)
b. If calling from a problematic region, apologize and give a
timeframe (KPI).
c. What are the dialed digits? Confirm codes and dialing format.
E.g. for USA call dialing sequence should be <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.
8. CSR will enter “LDI Quality of Service Complaints” as call code in the
Completer: Inbound Contact Centre hours
(KPI): 12 hours
Telecom
4.1.46: LDI Based Tariff Information September 2004
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.
6. CSR will enter “LDI Tariff Based Query” as call code in the “Wrap up
Turn Around Time (TAT): As per
Completer: Inbound Contact Centre requirement
(KPI): As per requirement
Telecom
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4.1.47: LDI Based Product Information September 2004
questions:
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”.
9. CSR will enter “LDI Product Based Query” as call code in the “Wrap
Officer
Telecom
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4.1.48: Lead Collection September 2004
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
in CRM System. (Refer to 4.2.3)
11.CSR will enter “Lead Queries” as call code in the “Wrap up Mode” of
the CRM System.
Officer
(KPI):
Telecom
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Number. 4.1.49
4.1.49: Other Queries September 2004
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.
7. CSR will enter “Other Queries” as call code in the “Wrap up Mode”
of the CRM System.
Officer
(KPI):
Telecom
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4.1.50: Refill Barred September 2004
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.
6. CSR will enter “Refill Barred” as call code in the “Wrap up Mode” of
the CRM System.
Officer
(KPI):
Telecom
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4.1.51: Obnoxious Calls September 2004
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)
6. CSR will enter “Obnoxious Call” as call code in the “Wrap up Mode” of
the CRM System.
Completer: Correspondence Team Key Performance Indicator
(KPI):
Telecom
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Standard Operating Procedure Document Number. OPS.0052
4.1.52: Bill Not Received: 2004
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:
Telecom
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4.1.53: Tariff Plan Change 2004
computerized voice.
4. CSR will note whether the calling number is the same as for which the
tariff plan change request is being asked for:
a. If CLI is same then proceed to point 5.
b. If CLI is not same then CSR will educate the customer that the
customer has to call from his Warid number before the request
can be taken.
5. CSR will run the “Tariff Plan Alteration” Script from the “Script Module” of
the CRM System:
a. CSR will ask the customer about his desired tariff plan: of post
paid or prepaid.
b. CSR will click on the “Knowledge Base” link next to the
customer’s desired Tariff plan to educate the customer about
various features of that particular Tariff.
c. CSR will close the “knowledge base” window when customer is
satisfied.
6. CSR will inform customer about the verification required: PIN, NIC,
Billing Address, PTCL.
a. If customer is verified CSR will enter the request in the system &
inform customer that his tariff plan will be changed on his bill
day.
b. If customer is not verified CSR will ask customer to provide
proper verification before request can be taken.
1. CSR will enter “Tariff Plan Alteration” as call code in the “Wrap up
Mode” of the CRM System
Completer:
(KPI): On account’s bill day
Telecom
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Standard Operating Procedures – 4.2 Outbound Contact
Centre
Standard Operating Procedure Number. Document Number. CS/OCC//001
4.2.1: Greeting Of Customer
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 Key Performance Indicator (KPI): 30

Officer seconds
Standard Operating Procedure Document Number. CS/OCC//002
4.2.2: Closing Of Outbound Calls 2004
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 Officer Key Performance Indicator
(KPI):
Telecom
4.2.3: Escalation Procedure
2. TABS dependent to be decided as yet.
Completer: Outbound Contact Centre Key Performance Indicator (KPI): Week’s
Supervisor First Working Day
4.2.4: Prospect Database Maintenance
1. Outbound Contact Centre Supervisor will keep updating the database using
following sources:
c. LCCI (Lahore Chambers & Commerce Industry)
d. PTC
e. Yellow Pages
f. Internet Sources
g. Personal Sources
3. Supervisor will collect contact numbers of the decision making authorities of various
Organizations to expand the corporate subscriber base.
Completer: Outbound Contact Centre Key Performance Indicator (KPI): Week’s
Supervisor First Working Day
Document Number.
CS/CS/OCC//005
Number. 4.2.5
4.2.5: Welcome Calls 2004
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
(KPI): Within 14 working Hrs of the
the Call
number’s activation
Telecom
4.2.6: Lead Collection September 2004
1. Outbound Contact Centre Supervisor will log on to the CRM System by
selecting “Outbound Contact Centre” from the “department” list
popped up initially along with the username and password.
2. CS/OCC/S will collect the lead data by checking the workload module of
the CRM System where Inbound Contact Centre staff, C&C and CS
Operations staff updates lead data.
3.
Completer: Outbound Contact Centre Key Performance Indicator
Supervisor(s) (KPI): After every 1 hr.
Telecom
4.2.7: Lead Filtration 2004
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.
Completer: Outbound Contact Centre
(KPI): 30 Minutes after collecting
Supervisor
lead data
Telecom

4.2.8: Pre Lead Generation Work 2004
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,
Minutes after receiving the assigned
assigned the task to follow up with lead
activities/tasks from CS/OCC/S
Telecom
Document Number.
CS/CS/OCC//009
Number. 4.2.9
4.2.9: Lead Generation/Qualification September 2004
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
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.
minutes after completion of SOP #
Completer: Outbound Officer, assigned
4.2.5
the task to follow up with the lead
(KPI):
Telecom
4.2.10: Order Taking 2004
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
3. Outbound Officer will view the “Order Taking Window” where prospect
related information is required to be entered including:
a. Prospect Name
b. Prospect Address
c. Prospect Contact Number
d. Prospect’s preferred product/service
e. Prospect’s preferred time/date to contact for sale delivery
f. Prospect’s status
g. Prospect’s region
h. Additional Information
4. Outbound Officer will ensure that the activity/task has been routed to
the Supervisor with description “Qualified Lead”.
5. Outbound Officer will view the “activity/task history” to confirm that the
task has been routed to CSR.
Completer: Outbound Officer, Key Performance Indicator
assigned the task to follow up with the (KPI): Same Call in which lead is
lead qualified
Telecom

4.2.11: Daily Leads Report Generation 2004
1. Outbound Officer will send the daily leads report to all Supervisors.
2. Outbound Officer will run the “Daily Lead Reports” Script in the “Script
Module” by entering a dummy number into the CRM System.
3. Outbound Officer will view the daily lead report window where a grid
can be seen.
4. Outbound Officer will fill the grid as per the column headings which will
include:
a. Prospect Name
b. Prospect Status
c. Prospect Source (How the prospect was identified. Contact
centre, C&C or CS Operations)
d. Call Results:
e. Additional Information:
5. Outbound Officer will click on “Send” button so that CRM System
automatically route the task to the Supervisor login.
6. Outbound Officer will view activity history in the Script Module of the
dummy number to confirm if the task has been successfully rerouted to
the respective completers.
Completer: Outbound Officer,
Minutes after the call
assigned the task to followup with the
lead
(KPI):
Telecom
4.2.12: Closed Sales 2004
1. Supervisor will check his/her workload as per defined TAT to check any
“Order Taking pending activity/task”. (Ref to 4.2.9)
2. CS/OCC/S will ensure that the notepad entries made by the Outbound
Officer are accurate and complete.
3. CS/OCC/S will maintain record of the qualified lead in CRM System by
opening the “Qualified Lead” from the “Sales Reporting Menu”.
4. CS/OCC/S will view the “Qualified Lead Window” with a grid on it.
5. CS/OCC/S will fill all essential fields of the Qualified Lead Window which
include
a. Outbound Officer’s name and ID
b. Date and Time when lead was qualified
c. Product/Service prospect wants to subscribe to
d. Lead originated from
e. Lead generated by
f. Any additional notes
6. CS/OCC/S will immediately reroute the activity/task to the Incharge
Outbound Contact Centre with his/her notepad entry endorsing the
qualified status of the lead.
7. Incharge Outbound Contact Centre will reroute the activity/task to
Regional Manager Sales as per region of the prospect with his/her
notepad entry of lead’s qualified status.
Completer: Outbound Contact Centre Key Performance Indicator
Supervisor (KPI): 1 working hour
Telecom
4.2.13: Follow Up Of Service Calls 2004
1. Outbound Officer will give a follow up call to postpaid customers who
fall under any of these categories:
a. High profiled customers
b. Customers who were introduced by the Outbound Officer
2. Outbound Officer will always ensure to educate customer about any
new value added service.
3. Outbound Officer will click on the “Knowledge Base link” and will select
the Value Added Services sub link from there.
4. On viewing the VAS window in right pane, Outbound Officer will select
the respective VAS he/she wants to inform the customer about, from
the drop down menu.
5. Outbound Officer will give a follow up call to the customer by opening
progressive dialer from the CRM System.
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
(KPI): Within two weeks of the
the follow up call
number’s activation
Telecom
Standard Operating Procedure Document Number. CS/OCC/.014

4.2.14: Cold Calls Follow Up September 2004
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.
th
12. Outbound Officer, if finds that the call is still a cold one, will follow 11
point of the SOP number 4.2.6.
Turn Around Time (TAT): 1 Week
(KPI):
Telecom
4.2.15: Complaint Handling September 2004
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 complaint’s SOP
nature of the complaint Key Performance Indicator
(KPI):
Telecom
4.2.16: Complementary Service Provision September 2004
1. Outbound Officer will give a complementary service provisioning call to
postpaid customers who fall under any of these categories:
a. Customers who have been offered any waiver from C&C
b. High profiled customers
c. Customers who were introduced by the Outbound Officer
2. Outbound Officer will collect complete details from C&C if the call is
regarding any waiver or privilege to be offered to the customer.
3. Outbound Officer will always ensure to educate customer about any
new value added service while making a complementary service
provision, if there is no waiver or privilege being offered to the
customer.
4. Outbound Officer will click on the “Knowledge Base Link” and will select
the Value Added Services sub link from there, if required.
5. On popping up of VAS window, Outbound Officer will select the
respective VAS he wants to inform the customer about, from the drop
down menu.
6. Outbound Officer will give a complimentary service call to the customer
by opening progressive dialer from the CRM System.
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 SOP of the offered service
respective team for the offered service Key Performance Indicator
(KPI):
Telecom

4.2.18: Referral Collection September 2004
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 Officer (KPI): After one month of the
Customer’s subscription
Telecom

4.2.19: Cross Selling Calls September 2004
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
10.Outbound Officer, even though calls as per prospect’s preferred time,
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 Working Hrs
been assigned the task by Supervisor Key Performance Indicator
(KPI):
Telecom
4.2.20: Churn Customer Data Collection September 2004
1. Supervisor will run reports by clicking “Reporting Link” on the
navigation bar to collect two types of the churn data:
a. Voluntary Churn
b. Predictive Churn
2. Supervisor will maintain the data into “Churn Follow up Module” of the
CRM System which can be accessed by clicking “Churn Follow up Link”
on the navigation bar.
3. Supervisor will fill out the grid fields of the “Churn Follow up screen”
which appears in the right pane including:
a. Customer Mobile Number
b. Voluntary Churn Date (If it’s voluntary churn case)
c. Predictive Churn Reasons
d. Details
e. Follow up task assigned to
f. Action Plan
4. Supervisor will devise an action plan as per the aforesaid “action plan”
field of the “Churn Follow up screen”
5. Outbound Officer will view the “Churn Follow up screen” after every 4
hours to find out if any churn follow up has been assigned to him/her by
the Supervisor.
6. Outbound Officer will thoroughly investigate the issue by considering
customer’s history using the CRM.
7. Outbound Officer will discuss the action plan devised by Supervisor with
any editions required.
8. Outbound Officer will prepare himself/herself for the churn follow up
calls.
(KPI):
Completer: Outbound Officer assigned
For Supervisor: 2 Working Hours
the follow up task
For Outbound Officer: 4 Working
Hours
Telecom
4.2.21: Win-Back Calls September 2004
1. Outbound Officer will give a complimentary service call to the customer
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.
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.
Working Hours
Completer: Outbound Officer
(KPI):
Telecom
4.2.21: Win-Back Expectations September 2004
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.
Completer: Outbound Contact Centre Working Hours
Supervisor Key Performance Indicator
(KPI):
Telecom
4.2.22: Win-Back Follow Up Calls September 2004
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
Completer: Outbound Officer preferred call back time
(KPI):
Telecom
4.2.23: Win-Back Report Generation September 2004
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.
Turn Around Time (TAT): Week’s

Completer: Outbound Contact Centre Last Working Day
(KPI):
Telecom
4.2.24: Call Back Procedure September 2004
1. CSR will check his/her personal workload using the CRM System to find
out call back requests generated from Inbound Contact Centre/Support
Centre/CS Operations/Correspondence Team/Training & Development
Team. Reference SOPs:
a. .1.7
b. 4.1.10.2
c. 4.1.16
d. 4.1.18.2
e. 4.1.24.1
f. 4.1.24.2
g. 4.1.24.3
h. 4.1.27
i. 4.1.49
2. CSR will assign call back target to Outbound Officers who will call the
customers back by following instructions mentioned in the notepad of
the activity/task.
3. Outbound Officer will complete the activity/task at the end of the call
with his/her notepad entry mentioning response of the customer on call
back.

Telecom
4.2.25: Recovery Calls September 2004
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.

Working Hours
Completer: Outbound Officer
(KPI):
Telecom
4.2.26: Recovery Calls Report Generation September 2004
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.
Completer: Outbound Contact Centre
Supervisor
(KPI):
Telecom
4.2.27: GPRS / MMS Enabling Calls September 2004
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.
(KPI): 4 minutes
Telecom

Sop-Contact Centre Inbound & Outbound

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Standard Operating Procedure

Standard Operating Procedures – Inbound Contact

Key Performance Indicator (KPI): 30

Turn Around Time (TAT): N/A

1. CSR will greet customer as SOP 4.1.1.

Standard Operating Procedure Document Number. CS/ICC/.005

Standard Operating Procedure Document Number. CS/ICC/.008

Standard Operating Procedure Document Number. CS/ICC/.009

Document Number. CS/ICC/.015

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

Standard Operating Procedure Document Number. CS/ICC/.018

Turn Around Time (TAT): XX

Standard Operating Procedure Document Number. CS/ICC/.019

Standard Operating Procedure Document Number. CS/ICC/.020

Standard Operating Procedure Document Number. CS/ICC/.023

Standard Operating Procedure Document Number. CS/ICC/.024i

Standard Operating Procedure Document Number. CS/ICC/.026ii

Standard Operating Procedure Document Number. CS/ICC/.027

Document Number. CS/ICC/.028i

Standard Operating Procedure Document Number. CS/ICC/.028ii

Standard Operating Procedure Document Number. CS/ICC/.029

Standard Operating Procedure Document Number. CS/ICC/.039

Standard Operating Procedure Document Number. CS/ICC/.040

Completer: Outbound Contact Centre Key Performance Indicator (KPI): 30

Standard Operating Procedure Document Number. CS/OCC//008

Standard Operating Procedure Document Number. CS/OCC//011

Key Performance Indicator

Standard Operating Procedure Document Number. CS/OCC/.014

Turn Around Time (TAT): As per

Standard Operating Procedure Document Number. CS/OCC/.018

Standard Operating Procedure Document Number. CS/OCC/.019

Turn Around Time (TAT): Week’s

Turn Around Time (TAT):

Turn Around Time (TAT): 6

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