Human Resource Management

PROJECT TOPIC

Training of CRO (Technical Department)

Course Instructor:Prof. Saira JabbarSection:MB-3Prepared By:Hafiz Ali Raza:2032Sayyada Rabia Mahmood:0143Sayyada Eisha Fatima:0147Tayyaba Mudasir:2257

Name of Institute:

M.COM

Submission Date: 07-03-2015

Human Resource Management

Executive Summery

Pakistan Telecommunication Company Limited(PTCL) is the leading telecommunication authority inPakistan. 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, includingTelenor CorporationandChina 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.

Acknowledgement

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.

Dedication

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 OlsenWe 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

Training is expensive. Without training it is more expensive.Employee TrainingEmployee 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 acrucial part of employees and managers work.Why Employee Training Is ImportantTraining 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.MISSIONTo achieve our vision by having: An organizational environment that fosters professionalism, motivation and quality An environment that is cost effective and quality conscious Services that are based on the most optimum technology "Quality" and "Time" conscious customer service Sustained growth in earnings and profitabilityCORE VALUES Professional Integrity Teamwork Customer Satisfaction Loyalty to the CompanyPTCL Positioning StatementHello to the Future

Hello to the Futureis blend of vision, brand philosophy, brand values and strategy. The essence is innovative approach. The positioning statementHello to the Futureis basically comprised of two words Hello and Future that provides the inward communication through the word Hello, i.e. PTCLwelcomesits customers and the future. Also it offers the outward communication through the word Future by promising customers the innovative ideasand 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 thewelcoming nature of the PTCL brand, its customer oriented approach andwarmenvironment. Everyday most conversations and relationships start with the word Hello, hence it portrays therelationship buildingof PTCL with its customers.

The second key word Future translates PTCL philosophy in a nutshell to provideplannedandproactivesolutions 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 completecustomer satisfactionthrough 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 ainnovative entitywhich is working constantly towards inventing paramount solutions for its customers.

MESSAGE: Mashkoor Hussain, Member Business Development PTCL: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 workersThe 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)

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 1st 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 jobHow much time will be available for an agent?i. PSTN (Public Switch Telephone Network):- Max 70 Secondsii. DSL (Digital Subscriber Line):-Max 3 minutesA 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:-Max 3 Seconds(Asalam o elikum, This is Ali, May I help you)

MIS (Management Information system) Structure

Caller Call recording SolutionCisco Call Manager IVR-ACD Wallboard (Display on Floor)

MIS ReportCall Agents

DATA BASE

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 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 specializationThe 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 RecordingThe 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.WallboardCall 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.

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.

Hierarchy of Customer Care Center:

Thank You Mam!!!

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