process, procedures,

1. PI Consulting
Tarek Al Sharief
Customer Service Department
Polices and Procedures
Kanartel
Customer Services
Department
(Policies & Procedures)
Kanartel – Customer Service Department Polices & Procedures
07-07-2013
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2. PI Consulting
Tarek Al Sharief
Customer Service Department
Polices and Procedures
Table Of contents
1.C.S.D Policies and Procedures Over View
5
1.1.Mission 5
1.2 Srategy 5
1.3 Policy 5
2. Accountabilities & responsabilities 6
2.1 Chief Commercial Officer 6
2.2 Customer Care Manager 6
2.3 Customer Care Supervisor 6
2.4 Activation Manager 6
2.5 Activation team 6
2.6 Credit Control Manager 6
2.7 Credit Control Specialist 7
2.8 Line Managers 7
3. Policies & Procedures 7
3.2 Expenses Polices & Procedures 7
3.2.1 Expenses in/out country 7
3.3 C.S.D Emplyee Greivance Policy & Procedures 7
3.3.1 Greivance Policy (Internal to C.S.d) 7
3.3.2 Greivance Policy (External to C.S.d) 7
3.4 Salary Administration Policy & Procedures
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3. PI Consulting
Tarek Al Sharief
Customer Service Department
Polices and Procedures
3.4.1 Payroll Form 8
3.4.2 Salary Advance 8
3.5 Tarvel Policy 8
3.5.1 Tarvel Forms 8
3.5.2 Travel Request 8
3.5.3 Tarvel Expense 8
3.6 Training Policies & Procedures 8
3.6.1 Training Request Form 8
3.7 Performance Appraisal 9
3.7.1 Performance Appraisal 9
3.7.2 Performance Appraisal Form 9
3.8 Vacation Policies & Procedures 9
3.8.1 Vacation & Sick Leaves Request 9
3.8.2 Vacation Request Form 9
3.8.3 Sick Leave Form 9
3.9 Customer care operation policies 9
3.9.1 Non Disclosure/Confidentiality of Information 9
3.9.1.1 Company Information 9
3.9.1.2 Customer information 10
3.9.2 Operating Hours Policy & procedures 10
3.9.3 Breaks Policy
3.9.3.1 Shift duration & daily breaks
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4. PI Consulting
Tarek Al Sharief
Customer Service Department
Polices and Procedures
3.9.3.2 Meals Break 11
3.9.3.3 Smoke/Toilet/Pray Break 11
3.9.4 Smoking 11
3.9.5 Eating & Drinking at Work Stations 11
3.9.6 Talking at Work Stations 11
3.9.7 Log in/out 11
3.9.8 Shift Swap 11
3.9.9 Working on Public holidays 11
3.9.10 Applying for Emergency Leave 12
3.9.11 Applying for Sick Leave 12
3.9.12 Extending Vacation 12
3.9.13 Storing Personal Belongings 12
3.9.14 Overtime 13
1.C.S.D Policies and Procedures Over View:
Kanartel – Customer Service Department Business Polices & Procedures
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5. PI Consulting
Tarek Al Sharief
Customer Service Department
Polices and Procedures
The purpose of this document is to describe the Mission, Strategy, Policies and
Processes to run the function of C.S.D in Kanartel.
1.1 Mission
C.S.D operations are a series of planned intervention with multiple roles:
• To improve customer satisfaction through improved service & Quality.
• Reducing the cost of providing excellent service.
• Increasing revenue.
• To align with Kanartel Vision in achieving growth & to participate
efficiently in branding Kanartel as “the choice” in Sudan.
1.2 Strategy:
C.S.D will continuously operate in a framework that supports different areas in a
manner that is:
• Highly responsive to customer, organization & employee needs
• Highly relevant, professionally delivered
• Well organized, timely, within budget
• Focusing on providing quality service, ensuring customer satisfaction
& profitability & increasing efficiency.
1.3 Policy
• The policy is to define the C.S.D procedures and systems to assure that Kanartel
provides its customers with high standard, professional & consistent service.
• Provides C.S.D employees with skills, knowledge and experience to meet the
current Department & company business objectives and future business growth.
2. Accountabilities and Responsibilities
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6. PI Consulting
Tarek Al Sharief
Customer Service Department
Polices and Procedures
a) Chief Commercial Officer is responsible for:
The Cascading strategic objectives and directions, reviewing and
approving annual budget with Customer care director.
b) Customer Care Manager is accountable for:
The achievement of business and customer service objectives through
management of front line Customer Service Operations in Customer Care
Centre (C.C.C) and also of Back Office (BO) Team.
C) C.C.C Supervisor is responsible for:
Developing, organizing and maintaining efficient day to day running of
the Customer Care Centre and to guide, educate, and coach CS
Executives in order to ensure the highest standard of customer service in
line with management objectives and C.C.C brand and personal values.
D) Activations Manager is responsible for:
Coordinating the Teams of activation, Distribution Channels Support, Retention
and Anti Churn, the administration and maintenance of KANARTEL Customer
Database.
Coordinating the activation activity of the contracts received from Indirect Sales
Channels, Insureing that the activation procedures are applied and verify the
activation documentation sent through Sales Channels.
E) Activations Team is responsible for:
Ensureing applications for subscribers adhere to predefined company policies,
authenticateing all necessary required documentation, Implementation of
predefined credit scoring policy to ensure minimum risk to company , activateing
required services subscribers
Edit and change services as and when required
F) Credit Control Manager is responsible for:
Coordinates the Teams of: Disconnection, Collection and Fraud Prevention
Is responsible for following up the Credit Control Policies and Processes,
Coordinates the Credit Control Policies and Processes through automatic
identification of Bad Debt Customers, based on maximum value of debt and
payment term. coordinates the suspension & reconnection processes.
G) Credit Control Specialist is responsible for:
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7. PI Consulting
Tarek Al Sharief
Customer Service Department
Polices and Procedures
Performing the monthly bill collections in line with credit policy and procedures,
ensureing bills are paid within the stipulated credit terms
Implementing the dunning procedure, setting credit
H) Line Managers are responsible for:
Establishing effective & consistent communication with the C.S.D,
Implementing cross functional processes to ensure perfect functionality &
smooth operations for the whole company.
3. Polices & procedures
3.2 Expenses Policy & Procedures
3.2.1 Expenses in/out of Country
Refer to Human resources & Finance departments’ policy & procedures.
3.3 C.S.D Employee Grievance Policy & Procedures
3.3.1 Employee Grievance Policy (Internal to C.S.D)
C.S.D employees should always follow the chain of command when reporting any
internal complaints Objections or conflicts.
3.3.2 Employee Grievance Policy (External to C.S.D)
C.S.D employees should always follow the chain of command when reporting any
external complaints Objections or conflicts.
3.4. Salary Administration Policy & Procedures
3.4.1 Payroll Forms
Refer to Finance department policy & procedures.
3.4.2 Salary Advance
Refer to Human resources & Finance departments’ policy & procedures
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8. PI Consulting
Tarek Al Sharief
Customer Service Department
Polices and Procedures
3.4.3 Bank Details
Refer to Human resources & Finance department policy & procedures.
3.5. Travel Policy
3.5.1 Travel Forms
Refer to Human resources & Finance department policy & procedures.
3.5.2 Travel request
Refer to Human resources & Finance department policy & procedures.
3.5.3 Travel Expense Report
Refer to Human resources & Finance department policy & procedures.
3.6. Training Policy
Refer to Human resources department policy & procedures.
3.6.1 Training Request Form
Refer to Human resources department policy & procedures.
3.6.2 Training Request
Refer to Human resources department policy & procedures.
3.7 Performance Appraisal Policy
Refer to Human resources department policy & procedures.
3.7.1 Performance Appraisal
Refer to Human resources department policy & procedures.
3.7.2 Performance Appraisal Form
Refer to Human resources department policy & procedures.
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9. PI Consulting
Tarek Al Sharief
Customer Service Department
Polices and Procedures
3.8 Vacation Policy & Procedures
Refer to Human resources department policy & procedures.
3.8.1 Vacation & Sick Leave Request
Refer to Human resources department policy & procedures.
3.8.2 Vacation Request Form
Refer to Human resources department policy & procedures.
3.8.3 Sick Leave Form
Refer to Human resources department policy & procedures.
3.9 Customer Care Operations Policies.
3.9.1 Non disclosure/ Conditionality of Information
3.9.1.1 Company Information
The protection of confidential business information and trade secrets is vital to the
interests and success of Kanartel. Such confidential information includes, but is not
limited to, the following examples:
• Compensation data,
• Financial information,
• Marketing strategies,
• Pending projects and proposals,
• Proprietary production processes,
• Personnel/Payroll records, and
• Conversations between any persons associated with the company.
3.9.1.2 Customer Information
The protection of confidential customer information vital to the interests and success of
Kanartel. Such confidential information includes, but is not limited to, the following
examples:
• Personal information (Names, addresses,I.D numbers),
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10. PI Consulting
Tarek Al Sharief
Customer Service Department
Polices and Procedures
• Financial information (balances, amaounts paid, amounts due),
• Different transactions (Change of account type, adding Vas(s), Activations & de-
activations of accounts, last dialled numbers),
• Corporate Segment accounts (tariff profile, discount schemes, names of subscribers,
number of lines),
All employees are required to sign a non-disclosure agreement as
a condition of employment.
C.S.D employees who improperly use or disclose trade secrets or confidential business
information will be subject to disciplinary action, including termination of employment
and legal action, even if they do not actually benefit from the disclosed information.
3.9.2 Operating Hours Policy & Procedures
Kanartel Contact center is open for business from 8:00 Am till 10:30 Pm (non-stop)
using shifts system six days a week (Friday Off.)
3.9.3 Breaks Policy
3.9.3.1 Shift Duration & Daily Break: The duration of every shift is eight hours only
with one hour break per shift. The total of the break period is 60 minutes which are
divided to 30 minutes after the first 3 hours of the shift and the other 30 minutes after
2 hours of the shift
The mentioned break schedule might be reorganized according to the work pressure,
conditions and requirements
3.9.3.2 Meals Breaks:are included in the one hour break mentioned above.
3.9.3.3 Smoke/Toilet/Pray Breaks : C.S.E(s) are in title for 12 minutes break per
shift.
The employee who does not commit to the break hours policy may be a subject to a
legal sanction which may include firing
3.9.4. Smoking Policy
Smoking is prohibited inside kanartel building premises.
Kanartel management would have the option to specify smoking areas .
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11. PI Consulting
Tarek Al Sharief
Customer Service Department
Polices and Procedures
3.9.5 Eating & drinking at Work Station
Drinking & eating at work stations is prohibited.
Drinking & eating should be at places speciefied for this purpose like cafeterias,
lounges.
3.9.6 Talking at Work Stations
C.S.E(s) can talk at work stations during available time.
C.S.E(s) should abide to contact center dicipline by avoiding high sound side talks,
calling out colleagues . This dicipline should be monitored & controlled by supervisors.
3.9.7 Log In/out
Employees should adhere to schedules in terms of logging in/out time.
Any employee who should not commit to the log in/out time may be subject to dicipline
actions.
Supervisors should run daily log in/out reports to monitor employees adherence & take
corrective actions.
3.9.8 Shift Swap
Employees can swap shifts subject to a pre approval by the supervisor.
Employee should sign a swap form sheet from the supervisor.
3.9.9 Working on Puplic Holidays
Public holidays, feasts days and the national occasions are working days for the
employees in the contact center according to the shift schedule, the working
circumstances and which does not go against the continuity of work.
Employees who work on holidays should be compensated according to H.R policy.
3.9.10 Applying for Emergency Leave
Employees should be in title for a certain number of emergency leaves per year
according to H.R. policy.
Employee should report emergency leave to his manager otherwise he will be
considered absent.
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12. PI Consulting
Tarek Al Sharief
Customer Service Department
Polices and Procedures
Emergency leaves should be considered as unplanned leaves that affects the
employee K.P.I(s) negatively.
3.9.11 Applying for Sick Leave
Employees should be in title for sick leaves according to H.R. policy.
Employee should report emergency leave to his manager prior to his shift begin
time otherwise he will be considered absent.
Sick leaves should be considered as unplanned leaves that affects the employee
K.P.I(s) negatively.
3.9.12 Extending Vacation Policy
Employees should report request of extending annual vacations prior to original
vacation end minimum by two days .
Extension of vacation would be subject to managers’ approval.
3.9.13 Storing Personal Belonging Policy
Employees should have lockers or safe boxes for storing personal belongings.
Kanartel will not be responsible of any lost items.
3.9.14 Overtime Policy
Employees should be in title for an over time compensation according to H.R &
Finance department’s policy.
Overtime sheets should be signed by supervisor 7 department manager.
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