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Customer care pres

Urmil Gohil
Urmil Gohil

The document provides information on the staffing and operations of a customer care department. It includes organizational charts showing employee schedules and team structures. It also outlines departmental focuses and key initiatives for Q3, such as hiring more customer care agents, implementing new sales support functions, and improving network quality. The goal is to provide excellent customer service while meeting sales targets and growing the customer base through affordable voice services.

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Customer Care 1
Induction to Excellence The function of the Customer Care Department is to provide an excellent customer service The Vision is to create a high performance team that delivers an excellence in everything that they do The Mission Statement is to be the peoples company and to deliver our services at the best price 2
Opening Hours 6am 12pm Groupe 6hres AM - 12 hres PM 1 Vide Dim-Vend 2 Ganthier Darline Dim-Vend 3 Joseph Jean Eric Lun-Sam 4 Vide Lun-Sam 5 Vide Lun-Sam 6 Vide Dim-Vend 7 Boursiquot Jhoane Lun-Sam 8 Lubin Renique Dim-Vend 9 Vide Dim-Vend 10 Raphael Derf Lun-Sam 11 Vide Dim-Vend (Team Leader) 12 Simon Rodelin Eliezer Dim-Vend 13 Vide Lun-Sam (Team Leader) 14 Colas Marie Paule Lun-Sam 15 Francois Johanne Dim-Vend 16 Greffin Marie carmelle Dim-Vend 17 Vide Dim-Vend 18 Vide Dim-Vend 19 Douyon Nathalie Staco Dim-Vend 20 Jean Val辿rie Lun-Sam 21 Vide Lun-Sam (Team Leader) 22 Luce Ta誰na Rapha谷l Dim-Vend 23 Petit Darline Dim-Vend 24 St Bon Rebecca Lun-Sam 25 Fanord Judith Lun-Sam 26 Vide Lun-Sam 27 Vide Lun-Sam 28 Vide Dim-Vend 29 Vide Lun-Sam 30 Vide Lun-Sam Total : 15 personnes sur 30 personnes 3
Opening Hours 12pm-6am Groupe 12hres PM - 6 hres PM 1 Magloire Anne Andrelle Lun-Sam 2 Vide Lun-Sam 3 Lissade Gregory Dim-Vend 4 Merisma Marie Emmanuella Lun-Sam (Probation) 5 Mardy Gladys Lun-Sam (Probation) 6 Mervens Louissaint Lun-Sam (Probation) 7 Tresil Robenson Dim-Vend (Probation) 8 Oxile Marline Lun-Sam (Probation) 9 Baptiste Daphnee Lun-Sam (Probation) 10 Dorcely Louis Melchy Lun-Sam (Probation) 11 Eugene Shaina Lun-Sam (Probation) 12 Arbouet Djonathan Lun-Sam (Probation) 13 Joseph Marie Elene Lun-Sam (Probation) 14 Bosquet Cassandra Lun-Sam (Probation) 15 Lacrete Dorothee Lun-Sam (Probation) 16 Noel Patrick Lun-Sam (Probation) 17 Neol Eddy Baudelaire Dim-Vend (Probation) 18 Louis Martine Lun-Sam (Probation) 19 Sajous Estere Dim-Vend (Probation) 20 Plaisimond Stephania Desir Dim-Vend (Probation) 21 Mainsour Harisson Dim-Vend (Probation) 22 Brissault Djimmy Dim-Vend (Probation) 23 Jeannot Michel Junior Dim-Vend (Probation) 24 Jean Marc Nickenson Dim-Vend (Probation) 25 Petit-Fr竪re Didier Dim-Vend (Probation) 26 Guirand James Dim-Vend (Probation) 27 Bernard Yves Joel Dim-Vend (Probation) 28 Lizaire Engvild Manouchka Dim-Vend (Probation) 29 Pierre Josu辿 Dim-Vend (Probation) 30 Chery Martine Dim-Vend (Probation) Total : 29 personnes sur 30 personnes 4
Opening Hours 6pm-12am Groupe 6hres PM - 12hres PM 1 Vide Lun-Sam 2 Azemar Alain Dim-Vend 3 Candy Patrick Dim-Vend 4 Tabuteau Marie Nad竪ge Lun-Sam 5 Jean Louis Edyson Lun-Sam (Probation) 6 Vide Dim-Vend (Team Leader ) 7 Joseph Rodrigue Dim-Vend (Probation) 8 Jean Raymond Lun-Sam 9 Joseph Emmanuel Farly Dim-Vend 10 Louis Jean Edouard Dim-Vend 11 Mc Nally Georges Wilfrid Jr Lun-Sam 12 Pierre Nathalie Dim-Vend 13 Vide Lun-Sam (Team Leader) 14 Louis Myrtha Dim-Vend 15 Telson Georges Reginald Dim-Vend 16 Vide Dim-Vend 17 Lorm辿us Louis Widopson Lun-Sam (Probation) 18 Georges Marc-Ronald Lun-Sam (Probation) 19 Jean Pierre Claude Melissa Lun-Sam (Probation) 20 Brunache Lynda Lun-Sam (Probation) 21 Francois Stephane Dim-Vend (Probation) 22 Guirand H辿rode Lun-Sam (Probation) 23 Pascal Raynold Dim-Vend (Probation) 24 Th辿osa Wilson Dim-Vend (Probation) 25 Dam辿us Nelta Dim-Vend (Probation) 26 Saint Preux Fritzner Lun-Sam (Probation) 27 Cameau Jeff Carl Henry Dim-Vend (Probation) 28 Francois Nesli Lun-Sam (Probation) 29 Vide Lun-Sam 30 Vide Lun-Sam Total : 24 personnes sur 30 personnes 5
Direct, Indirect Support and Reception RECEPTION 1 Beauzier Mireille (8-5hres) Lun-Sam 2 Veillard St辿phanie (8-5hres) Lun-Sam Total : 2 personnes INDIRECT SALES SUPPORT 1 Myrlande Saintil (8-5hres) Lun-Sam (Superviseur) 2 Telfort Mukerson (8-5hres) Lun-Sam 3 St Brice Roland (8-5hres) Lun-Sam 4 Bellance Marie Lourdes (8-5hres) Lun-Sam 5 Laguerre Martine (8-5hres) Lun-Sam 6 Jean Louis Marie Yveline L. (8-5hres) Lun-Sam 7 Jean Noel Jean Guerson (8-5hres) Lun-Sam 8 Joseph Rodelyne (8-5hres) Lun-Sam 9 Pierre Canel Danie Emmanuella (8-5hres) Lun-Sam Total : 9 personnes DIRECT SALES SUPPORT 1 Aurore Cyprien (8-5hres) Lun-Sam (Superviseur) 2 Deraczin Iselande (8-5hres) Lun-Sam 3 Pierre Nicolas Junior (8-5hres) Lun-Sam 4 Guignard Marie Th辿r竪re Roche (8-5hres) Lun-Sam Total : 4 Personnes 6 Grand Total : 13 personnes
Repair shop, Technical Support and Management REPARATION 1 Boaz P辿an (8-5hres) Lun-Sam (Superviseur) 2 Gr辿gory Guirand (8-5hres) Lun-Sam 3 Eddy Dorcelus (8-5hres) Lun-Sam 4 Dimitri Alexandre (8-5hres) Lun-Sam 5 Jean Francis Dumas (8-5hres) Lun-Sam 6 Gosnel Racine (8-5hres) Lun-Sam 7 Chery Ricardo (8-5hres) Lun-Sam Total : 7 Personnes TECHNICAL SUPPORT 1 Roger Blanchet (8-5hres) Lun-Sam (Superviseur) 2 Elicin Marjorie (6-3hres Lun-Sam 3 P辿an Gregory (8-2hres) Dim-Vend 4 Guerrier Reginald Ludn竪re (8-2hres) Lun-Sam 5 Ricard Didier (3-12hres) Dim-Vend 6 Toussaint Rachelle (4-10hres) Dim-Vend 7 Aretis Pierre Robert (4-10hres) Lun-Sam Total : 7 personnes STAFF DE SUPERVISION 1 Geslet Bordes (8-5hres) Lun-Sam (Manager) 2 Guerino Maingrette (8-5hres) Lun-Sam (Superviseur) 3 Roldy F. Jeune (7-4hres) Lun-Sam (Superviseur) 4 Walter Perry (12-9hres) Dim-Vend (Superviseur) 5 Dacie Arbouet (8-5hres) Lun-Sam (Assistant Adm.) 6 Louverture Nelmeus (8-5hres) Lun-Sam (Chauffeur/Messager) 7 Jean Carleus Daniel (8-5hres) Lun-Sam (Trainer) Total : 7 Personnes 7
8
Headcount Current Month Actual Budget Variance HEADCOUNT COS 42 50 8 IT 14 16 2 S&M 72 85 13 CC 76 91 15 G&A 52 68 16 Total 256 310 54 Budget assumed 310 headcount, however due the amount of interviews/hiring process/approval the recruiting process is delayed Recruiting for CC and other customer related areas need to be expedite since the Customer Base is growing fast (to avoid a negative impact on quality of services) 9
Network Performance Due the additional traffic generated for free incoming and free nights and the grow in the customer base the GSM Network experience quality problems in May Mobile to Mobile traffic shows the highest negative impact on quality 10
Network Performance Due the factors mentioned in the previous page the amount of drop calls show a substantial increase in May Apparently, the customers taking advantage of the free nights are the very low-end segment. Comcel should monitor the situation to avoid a negative impact on the quality of services to high end users 11
2006 Focus Provide an affordable voice service to all people in Haiti Best value Comcel The peoples company 670K subs end year (200K TDMA & 470K GSM) Improve Quality of Service in network, customer care, stores, dealers, etc. company wide. Not encourage migrations transparent offering Growth via GSM only and by focusing on mid and low end subs. Compete head to head with Digicel with a service offering thats compelling for mid/low end segment. Simplicity and Voice, voice, voice No focus on post paid, corporate and high end subscribers for 2006. Retain existing. Grow indirect distribution country wide to 200 dealers & strengthen provinces (regional centers). Strengthen US distribution 12
Communications Timeline - Q3 15 15 15 15 15 15 15 15 5/1 6/1 7/1 8/1 9/1 10/1 11/1 12/1 Roaming Famille Mothers Day 5/28 *33 (incl. Orange DR) for all GSM/TDMA subs Local Calling Content/Music Call Me SMS Famille New Tariffs & Profiles Monthly Raffle [TDMA & GSM] Winners all across the country Co-op with companies Events to present winners/news articles 3 Benefits Handset Offer offer dependent on gross ad targets 13
Departmental focus Q3 Customer Care Sales Implement all functions in revised Manage sales to meet gross ad org chart target target to be reviewed on a Hire, hire, hire call center is weekly basis priority Implement new commission Replace PABX structure (internal and external) Implement service level Have all regional centers segmentation (customer value) operational Define and implement all aspects Have 100 dealers Voila designed of the new Sales support function (painting, signs, kiosk, etc.) in co-operation with Sales Continue to sign up new dealers Finalize re-construction of CC country wide facility 14
Departmental focus Q3 Marketing Products and Services Hire staff to fill open positions Implemented roadmap Make recommendation on how we Have new simplified tariffs can continue to own the music approved and implemented space. Use our artists for ring EVD: perform trial, evaluation, tones, etc. make recommendation, have Recommend and implement decision and implement. concept for monthly raffles Evaluate outsourcing of handset Revise and implement procedure management, make to regularly update the web site recommendation and have SMT Provide recommendation on how decision. we can improve street visibility, Re instate profitability matrix, incl. have decision and implement. procedure for monthly updates Make recommendation on how we can own the music space from a services perspective 15
Departmental focus Q3 Projects Migrations: revise concept, provide recommendation and have decision. International roaming launched and as well implement operational procedures. Revise cross functional processes, make recommendations, have decision and implement. 16

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Customer care pres

  • 2. Induction to Excellence The function of the Customer Care Department is to provide an excellent customer service The Vision is to create a high performance team that delivers an excellence in everything that they do The Mission Statement is to be the peoples company and to deliver our services at the best price 2
  • 3. Opening Hours 6am 12pm Groupe 6hres AM - 12 hres PM 1 Vide Dim-Vend 2 Ganthier Darline Dim-Vend 3 Joseph Jean Eric Lun-Sam 4 Vide Lun-Sam 5 Vide Lun-Sam 6 Vide Dim-Vend 7 Boursiquot Jhoane Lun-Sam 8 Lubin Renique Dim-Vend 9 Vide Dim-Vend 10 Raphael Derf Lun-Sam 11 Vide Dim-Vend (Team Leader) 12 Simon Rodelin Eliezer Dim-Vend 13 Vide Lun-Sam (Team Leader) 14 Colas Marie Paule Lun-Sam 15 Francois Johanne Dim-Vend 16 Greffin Marie carmelle Dim-Vend 17 Vide Dim-Vend 18 Vide Dim-Vend 19 Douyon Nathalie Staco Dim-Vend 20 Jean Val辿rie Lun-Sam 21 Vide Lun-Sam (Team Leader) 22 Luce Ta誰na Rapha谷l Dim-Vend 23 Petit Darline Dim-Vend 24 St Bon Rebecca Lun-Sam 25 Fanord Judith Lun-Sam 26 Vide Lun-Sam 27 Vide Lun-Sam 28 Vide Dim-Vend 29 Vide Lun-Sam 30 Vide Lun-Sam Total : 15 personnes sur 30 personnes 3
  • 4. Opening Hours 12pm-6am Groupe 12hres PM - 6 hres PM 1 Magloire Anne Andrelle Lun-Sam 2 Vide Lun-Sam 3 Lissade Gregory Dim-Vend 4 Merisma Marie Emmanuella Lun-Sam (Probation) 5 Mardy Gladys Lun-Sam (Probation) 6 Mervens Louissaint Lun-Sam (Probation) 7 Tresil Robenson Dim-Vend (Probation) 8 Oxile Marline Lun-Sam (Probation) 9 Baptiste Daphnee Lun-Sam (Probation) 10 Dorcely Louis Melchy Lun-Sam (Probation) 11 Eugene Shaina Lun-Sam (Probation) 12 Arbouet Djonathan Lun-Sam (Probation) 13 Joseph Marie Elene Lun-Sam (Probation) 14 Bosquet Cassandra Lun-Sam (Probation) 15 Lacrete Dorothee Lun-Sam (Probation) 16 Noel Patrick Lun-Sam (Probation) 17 Neol Eddy Baudelaire Dim-Vend (Probation) 18 Louis Martine Lun-Sam (Probation) 19 Sajous Estere Dim-Vend (Probation) 20 Plaisimond Stephania Desir Dim-Vend (Probation) 21 Mainsour Harisson Dim-Vend (Probation) 22 Brissault Djimmy Dim-Vend (Probation) 23 Jeannot Michel Junior Dim-Vend (Probation) 24 Jean Marc Nickenson Dim-Vend (Probation) 25 Petit-Fr竪re Didier Dim-Vend (Probation) 26 Guirand James Dim-Vend (Probation) 27 Bernard Yves Joel Dim-Vend (Probation) 28 Lizaire Engvild Manouchka Dim-Vend (Probation) 29 Pierre Josu辿 Dim-Vend (Probation) 30 Chery Martine Dim-Vend (Probation) Total : 29 personnes sur 30 personnes 4
  • 5. Opening Hours 6pm-12am Groupe 6hres PM - 12hres PM 1 Vide Lun-Sam 2 Azemar Alain Dim-Vend 3 Candy Patrick Dim-Vend 4 Tabuteau Marie Nad竪ge Lun-Sam 5 Jean Louis Edyson Lun-Sam (Probation) 6 Vide Dim-Vend (Team Leader ) 7 Joseph Rodrigue Dim-Vend (Probation) 8 Jean Raymond Lun-Sam 9 Joseph Emmanuel Farly Dim-Vend 10 Louis Jean Edouard Dim-Vend 11 Mc Nally Georges Wilfrid Jr Lun-Sam 12 Pierre Nathalie Dim-Vend 13 Vide Lun-Sam (Team Leader) 14 Louis Myrtha Dim-Vend 15 Telson Georges Reginald Dim-Vend 16 Vide Dim-Vend 17 Lorm辿us Louis Widopson Lun-Sam (Probation) 18 Georges Marc-Ronald Lun-Sam (Probation) 19 Jean Pierre Claude Melissa Lun-Sam (Probation) 20 Brunache Lynda Lun-Sam (Probation) 21 Francois Stephane Dim-Vend (Probation) 22 Guirand H辿rode Lun-Sam (Probation) 23 Pascal Raynold Dim-Vend (Probation) 24 Th辿osa Wilson Dim-Vend (Probation) 25 Dam辿us Nelta Dim-Vend (Probation) 26 Saint Preux Fritzner Lun-Sam (Probation) 27 Cameau Jeff Carl Henry Dim-Vend (Probation) 28 Francois Nesli Lun-Sam (Probation) 29 Vide Lun-Sam 30 Vide Lun-Sam Total : 24 personnes sur 30 personnes 5
  • 6. Direct, Indirect Support and Reception RECEPTION 1 Beauzier Mireille (8-5hres) Lun-Sam 2 Veillard St辿phanie (8-5hres) Lun-Sam Total : 2 personnes INDIRECT SALES SUPPORT 1 Myrlande Saintil (8-5hres) Lun-Sam (Superviseur) 2 Telfort Mukerson (8-5hres) Lun-Sam 3 St Brice Roland (8-5hres) Lun-Sam 4 Bellance Marie Lourdes (8-5hres) Lun-Sam 5 Laguerre Martine (8-5hres) Lun-Sam 6 Jean Louis Marie Yveline L. (8-5hres) Lun-Sam 7 Jean Noel Jean Guerson (8-5hres) Lun-Sam 8 Joseph Rodelyne (8-5hres) Lun-Sam 9 Pierre Canel Danie Emmanuella (8-5hres) Lun-Sam Total : 9 personnes DIRECT SALES SUPPORT 1 Aurore Cyprien (8-5hres) Lun-Sam (Superviseur) 2 Deraczin Iselande (8-5hres) Lun-Sam 3 Pierre Nicolas Junior (8-5hres) Lun-Sam 4 Guignard Marie Th辿r竪re Roche (8-5hres) Lun-Sam Total : 4 Personnes 6 Grand Total : 13 personnes
  • 7. Repair shop, Technical Support and Management REPARATION 1 Boaz P辿an (8-5hres) Lun-Sam (Superviseur) 2 Gr辿gory Guirand (8-5hres) Lun-Sam 3 Eddy Dorcelus (8-5hres) Lun-Sam 4 Dimitri Alexandre (8-5hres) Lun-Sam 5 Jean Francis Dumas (8-5hres) Lun-Sam 6 Gosnel Racine (8-5hres) Lun-Sam 7 Chery Ricardo (8-5hres) Lun-Sam Total : 7 Personnes TECHNICAL SUPPORT 1 Roger Blanchet (8-5hres) Lun-Sam (Superviseur) 2 Elicin Marjorie (6-3hres Lun-Sam 3 P辿an Gregory (8-2hres) Dim-Vend 4 Guerrier Reginald Ludn竪re (8-2hres) Lun-Sam 5 Ricard Didier (3-12hres) Dim-Vend 6 Toussaint Rachelle (4-10hres) Dim-Vend 7 Aretis Pierre Robert (4-10hres) Lun-Sam Total : 7 personnes STAFF DE SUPERVISION 1 Geslet Bordes (8-5hres) Lun-Sam (Manager) 2 Guerino Maingrette (8-5hres) Lun-Sam (Superviseur) 3 Roldy F. Jeune (7-4hres) Lun-Sam (Superviseur) 4 Walter Perry (12-9hres) Dim-Vend (Superviseur) 5 Dacie Arbouet (8-5hres) Lun-Sam (Assistant Adm.) 6 Louverture Nelmeus (8-5hres) Lun-Sam (Chauffeur/Messager) 7 Jean Carleus Daniel (8-5hres) Lun-Sam (Trainer) Total : 7 Personnes 7
  • 8. 8
  • 9. Headcount Current Month Actual Budget Variance HEADCOUNT COS 42 50 8 IT 14 16 2 S&M 72 85 13 CC 76 91 15 G&A 52 68 16 Total 256 310 54 Budget assumed 310 headcount, however due the amount of interviews/hiring process/approval the recruiting process is delayed Recruiting for CC and other customer related areas need to be expedite since the Customer Base is growing fast (to avoid a negative impact on quality of services) 9
  • 10. Network Performance Due the additional traffic generated for free incoming and free nights and the grow in the customer base the GSM Network experience quality problems in May Mobile to Mobile traffic shows the highest negative impact on quality 10
  • 11. Network Performance Due the factors mentioned in the previous page the amount of drop calls show a substantial increase in May Apparently, the customers taking advantage of the free nights are the very low-end segment. Comcel should monitor the situation to avoid a negative impact on the quality of services to high end users 11
  • 12. 2006 Focus Provide an affordable voice service to all people in Haiti Best value Comcel The peoples company 670K subs end year (200K TDMA & 470K GSM) Improve Quality of Service in network, customer care, stores, dealers, etc. company wide. Not encourage migrations transparent offering Growth via GSM only and by focusing on mid and low end subs. Compete head to head with Digicel with a service offering thats compelling for mid/low end segment. Simplicity and Voice, voice, voice No focus on post paid, corporate and high end subscribers for 2006. Retain existing. Grow indirect distribution country wide to 200 dealers & strengthen provinces (regional centers). Strengthen US distribution 12
  • 13. Communications Timeline - Q3 15 15 15 15 15 15 15 15 5/1 6/1 7/1 8/1 9/1 10/1 11/1 12/1 Roaming Famille Mothers Day 5/28 *33 (incl. Orange DR) for all GSM/TDMA subs Local Calling Content/Music Call Me SMS Famille New Tariffs & Profiles Monthly Raffle [TDMA & GSM] Winners all across the country Co-op with companies Events to present winners/news articles 3 Benefits Handset Offer offer dependent on gross ad targets 13
  • 14. Departmental focus Q3 Customer Care Sales Implement all functions in revised Manage sales to meet gross ad org chart target target to be reviewed on a Hire, hire, hire call center is weekly basis priority Implement new commission Replace PABX structure (internal and external) Implement service level Have all regional centers segmentation (customer value) operational Define and implement all aspects Have 100 dealers Voila designed of the new Sales support function (painting, signs, kiosk, etc.) in co-operation with Sales Continue to sign up new dealers Finalize re-construction of CC country wide facility 14
  • 15. Departmental focus Q3 Marketing Products and Services Hire staff to fill open positions Implemented roadmap Make recommendation on how we Have new simplified tariffs can continue to own the music approved and implemented space. Use our artists for ring EVD: perform trial, evaluation, tones, etc. make recommendation, have Recommend and implement decision and implement. concept for monthly raffles Evaluate outsourcing of handset Revise and implement procedure management, make to regularly update the web site recommendation and have SMT Provide recommendation on how decision. we can improve street visibility, Re instate profitability matrix, incl. have decision and implement. procedure for monthly updates Make recommendation on how we can own the music space from a services perspective 15
  • 16. Departmental focus Q3 Projects Migrations: revise concept, provide recommendation and have decision. International roaming launched and as well implement operational procedures. Revise cross functional processes, make recommendations, have decision and implement. 16