Human Resource

Human Resource Management

PROJECT TOPIC

Training of CRO (Technical Department)

Course Instructor:

Prof. Saira Jabbar

Section:

MB-3

Prepared By:
Hafiz Ali Raza

2032

Sayyada Rabia Mahmood

0143

Sayyada Eisha Fatima

0147

Tayyaba Mudasir

2257

Name of Institute:

M.COM
Submission Date: 07-03-2015

Human Resource

Pakistan

Telecommunication

Company

Limited (PTCL)

is

the

leading

telecommunication authority in Pakistan. The corporation provides telephonic and Internet

services nation-wide and is the backbone for the country's telecommunication infrastructure
despite the arrival of a dozen other telecommunication corporations, including Telenor
Corporation and China Mobile Ltd.
In this report we have given a brief review of PTCL training procedure which is
adopted to empower the employees with modern means of working. We have explained all the
history and training initiatives taken by PTCL for the training of technical and non-technical
employees. We majorly discuss the before job training process and some information
regarding the on job training procedure.
This report we try include the current scenario of training procedure adopted in
PTCL. We interviewed the existing employees of PTCL and overview the whole working
conditions.

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First and foremost, we are grateful to ALLAH ALMIGHTY, most beneficent

and the most merciful. Allah made us able to complete our given project
successfully.
We would also like to pay tribute to the benefactor of humanity HOLY
PROPHET (P.B.U.H.), Who gave us complete knowledge on every aspect
and field of life.

We hope people find this report useful and the subject matter
adds to their knowledge.
Keep your dreams alive. Understand to achieve anything requires faith and belief in
yourself, vision, hard work, determination, and dedication. Remember all things are possible
for those who believe.
Merlin Olsen
We all have dreams. But in order to make dreams come into reality, it takes an awful lot of
determination, dedication, self-discipline, and effort.
Jesse Owens

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Human Resource

Training is expensive. Without training it is more expensive.

Employee Training
Employee training is essential for an organizations success. Despite the importance
of training, a trainer can encounter resistance from both employees and managers. Both
groups may claim that training is taking them away from their work. However, a trainer can
combat this by demonstrating that training is actually a crucial part of employees and
managers work.

Why Employee Training Is Important

Training is crucial because it:
Educates workers about the effective use of technology,
Ensures competitive edge in the market,
Promotes safety and health among employees,
Creates opportunities for career development and personal growth, an important
factor in retaining workers
Helps employers comply with laws and regulations, and
Improves productivity and profitability.

Vision
To be the leading Information and Communication Technology Service Provider in the region
by achieving customers' satisfaction and maximizing shareholders' value.

MISSION
To achieve our vision by having:
An organizational environment that fosters professionalism, motivation and quality
An environment that is cost effective and quality conscious

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Human Resource
Services that are based on the most optimum technology
"Quality" and "Time" conscious customer service
Sustained growth in earnings and profitability

CORE VALUES

Professional Integrity
Teamwork
Customer Satisfaction
Loyalty to the Company

PTCL Positioning Statement

Hello to the Future

Hello to the Future is blend of vision, brand philosophy, brand values and strategy. The
essence is innovative approach. The positioning statement Hello to the Future is
basically comprised of two words Hello and Future that provides the inward
communication through the word Hello, i.e. PTCL welcomes its customers and the
future. Also it offers the outward communication through the word Future by promising
customers the innovative ideas and products.
The first key word Hello captures the essence of the whole telephony network that
is the backbone of PTCL. Hello is a word which is related to the telecommunication history
and has been used ever since and will be used in future. This word expresses the welcoming
nature of the PTCL brand, its customer oriented approach and warm environment. Everyday
most conversations and relationships start with the word Hello, hence it portrays
the relationship building of PTCL with its customers.
The second key word Future translates PTCL philosophy in a nutshell to
provide planned and proactive solutions and products to its customers. PTCL is constantly
evolving and taking its customers into the future. The word Future holds the promise that
PTCL is committed to, by providing complete customer satisfaction through innovative and
futuristic services and products. PTCL is breaking the stereotypical perception launching into
the Future embracing it as the mission to transform the world of telecommunication and the
way its customers communicate. PTCL establishes itself as a innovative entity which is
working constantly towards inventing paramount solutions for its customers.

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Human Resource
MESSAGE: Mashkoor
Development PTCL:

Hussain,

Member

Business

We believe that the role of training and development in a service involved

organization is many times more in comparison with what it has in a manufacturing involved
organization.
We assure that, training and development team would never miss an opportunity to
contribute towards the betterment of the company. Training and Developments is playing an
essential role in changing PTCL from a government sector organization to corporate sector
company. We consider every employee of the company as our customer and firmly believe
that meeting their expectation would help us achieve customer satisfaction. We look forward
to your input for making our endeavors more effective.
We would like to take this opportunity to salute all our workers and employees
especially those who are working in the field and assure them that the management is fully
aware of their dedication and hard work and appreciates their performance and want to make
them more skillful and improve their expertise through different trainings.
In this spirit, that T&D Training and Development has a clear road map of activities
and is committed to provide high quality trainings for the development of every single
employee. We promise that your support and cooperation coupled with our hard work will
bring epoch making triumphs and prosperity for PTCL.

PTCL to spend Rs 500 million on training

of workers
The state-owned Pakistan Telecommunication Company Limited (PTCL) has
sanctioned a sum of Rs500 million for an ambitious training program tailored to boost the
expertise of its employees.
The company has allocated Rs500 million to train our employees and we hope we would
achieve our target, said Mashkoor Hussain, Member Business Development PTCL.
It posted net profits of $155.2 million (2013)

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Human Resource

Training Procedure of CRO (Technical Department)

Training Time:
A batch of training employees will create after their final interview. Minimum 20
number of employees are arranged in a group for training. This group strength is depend on
the situation. If situation is critical and turnover is high the number of employees for training
can change according to situation. If situation is critical then 1 st 7 employees or 9 employees
will train and send them on board and after that remaining employees will complete their
training according to normal circumstances. Other 7 or 9 employees will get further training
when other 11 employees are fully trained and doing work on board.
The following procedure is adopted to train the employees before sending them on board.

1. Soft Skill (Communication):

This is the 1st stage of training after determining the time of training. In PTCL this
training will be given to agents trough senior operation persons. The instructor teach the
employees to be polite in talking, voice pitch must not be to much high or low during
conversation and never ever use harsh words with customer. Trainer try to teach employees to
be in empathy with their customers. To train agents trainer use recordings of actual
conversations. Trainer teach them how to calm down the abusive customer and try to solve
their problem.
If some caller start abusing to agents, in this situation the trainer ask the employees to
be patent and look for a moment when caller take a pause then CRO should say sorry and try
to resolve the issue of customer.
A quote is use on this note:
Be loyal with your job
How much time will be available for an agent?
i.
ii.

PSTN (Public Switch Telephone Network):DSL (Digital Subscriber Line):-

Max 70 Seconds
Max 3 minutes

A target of 115 calls is given to agents on daily basis. They got 8 hour shift. On average the
above time calculated.
iii.

Standard Greeting time:(Asalam o elikum, This is Ali, May I help you)

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Max 3 Seconds

Human Resource
MIS (Management Information system) Structure

Caller

Call recording Solution

Cisco Call Manager

IVR-ACD
Wallboard (Display on Floor)

MIS

Call Agents
DATA

Cisco Call Manager

call center solution is Cisco call Manager, extending enterprise telephony features
and capabilities to packet telephony network devices such as IP phones, media processing
devices voice-over-IP gateways , and Multimedia applications, multimedia conferencing,
collaborative contact center and interactive multimedia response system interact with the IP

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telephony solution through Cisco Call Manager open telephony Application Programming
Interface.

IVR (Interactive voice record)

Call center solution offer a strong and easy to configure IVR (interactive voice
Response system) which works in combining with Cisco call Manager. Built on Microsoft
TAPI (telephony application programming interface) the IVR is suitable for organizations of
all size that require an IVR to increase customer service levels without having to hire
additional resources.

ACD (Automatic Call Distribution)

The ACD module intelligently routes incoming calls to your call center and to
available Agents. The calls are distributed depending on:
Callers input at the IVR
Past interaction of caller with company
Agent skill set
Agent specialization
The ACD ensure that an incoming call is transferred to the best-suited Agent to handle that
call. Calls are tracked from the time they are received till they terminate, ensuring that each
client is individually looked after.

Call Recording
The call recording module provides the management with a monitoring tool to ensure
delivery of consistent services to clients, All Agent-clients conversation are recorded and
saved on the server as files and can be searched retrieved and played back when required.

Wallboard
Call center wallboard application runs is combining with the IVR and the ACD,
allowing the administrator to monitor the activities of each channel, Agent and the Call center
in real time. The wallboard effectively manages the call center and delivers and overall
picture of the ongoing activities at a look. It allows proactive management of the facility
making Agents more efficient and reducing call queuing time.

MIS Reporting
Call centers comprehensive MIS Reporting solutions provides management with
graphical reports, enabling supervisors to identify collective as well as individual agent
service levels and identify and areas that need to be addressed. Complete statistics related to
inbound/outbound calls can also be monitored through these reports.

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Human Resource
2. Technical Skill (Important for Actual job):
In this the trainer trains the agents regarding SOPs (Code of conduct). A clear step by
step guideline for agents when they are going to analyze the issue of caller and how to rectify
problem. E.g. if a caller call for DSL issue, the caller is complete lay man then agent will start
from basic,
i.
System is available?
ii.
Land line is working (beep is working)?
iii.
DSL on modem is stable or not?
iv. If the caller dont know about the DSL then agent will guide him how to locate the
DSL on modem. Etc.
If employees are having hurdles in doing the work smoothly then refresher counseling
and training is given to employees according to situation. There is no time period for
refresher training or hurdle training. Recorded calls are use to teach the agents before
going on board. If agents feel any issue then supervisor will guide him.

3. Product Knowledge (Important then all):

A complete web portal is generated for each agent where he/she will able to see all the
product information. PTCL provide complete information but employee should study all the
existing offers. If any new package or offer comes then refresh training is given to the agents.

4. Software Information:
PTCL use different kind of software for data entry like:
BNCC (Billing and Customer Care)
This software is use for customer verification and data entry regarding customer i.e.
Name, address, email i.d. and mobile number etc. This software is developed by ZTE
Company a well known name of networking.
CIBLE CRM (Complain Register Manager):
This software is use for complain registration. This is developed by IBM in Oracle
language.

Web Portal:
This is developed for employees to gain knowledge about new and existing products.

AAA (Authentication, Authorization and Accounting):

This is very important software for agents. Through this software agents can check the
authentication of complains, customer registration and usage of data.

KPI (Key performance Indicator):

This software is for management to compensate employees.

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Hierarchy of Customer Care Center:

G.M
Operations
Manager Operations

Floor Manager

4 Supervisor (4 Teams)

12 Agents (1 Team)

Thank You Mam!!!

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