Professional Documents
Culture Documents
Section:
MB-3
Prepared By:
Hafiz Ali Raza
2032
0143
0147
Tayyaba Mudasir
2257
Name of Institute:
M.COM
Submission Date: 07-03-2015
Human Resource
Pakistan
Telecommunication
Company
Limited (PTCL)
is
the
leading
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Human Resource
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
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
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Human Resource
MESSAGE: Mashkoor
Development PTCL:
Hussain,
Member
Business
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Human Resource
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.
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Max 3 Seconds
Human Resource
MIS (Management Information system) Structure
Caller
IVR-ACD
Wallboard (Display on Floor)
MIS
Call Agents
DATA
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Human Resource
telephony solution through Cisco Call Manager open telephony Application Programming
Interface.
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.
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.
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Human Resource
Hierarchy of Customer Care Center:
G.M
Operations
Manager Operations
Floor Manager
4 Supervisor (4 Teams)
12 Agents (1 Team)
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