Field Visit to F-7 & F-8

Field Visit to F-7 & F-8 Smart Shops

The field visit was a part of the project regarding identification of latest POS availability, stock
availability, offers knowledge, retention of customers and contact centre representative
deployment at Smart Shops. The reason behind this visit was to understand the functioning of
the smart shops and to get feedback regarding problems they are facing.

Objectives of Field Visit

The field visit was intended to serve three major purposes:
1. The collection of information regarding POS availability and to understand how PTCL
Smart Shops deals with OCR.
2. To observe problems that are faced by employees at these smart shops.
3. To identify problems in the process for facilitating customers.

Field Visit Site

F- Sector Islamabad Smart Shops were selected and visited on June 22nd.

Smart Shops
The Smart Shops deals with EVO, Landline, Broadband services and requests. The field visit
began with a meeting with the Head of the SMART SHOPS where the whole functioning of
the Smart Shops was discussed initially.

Observations & Findings:

F-8 Smart Shop

Availability of POS was moderate. Visibility of brochures, leaflets and posters were
somehow better that that of F-7 Smart shop. Most of the posters and brochures were
not available to them.
Product Stock availability was good enough. Most of the Products Stock was available.
Synergy products were not available except ULoad.
PCPM was Available.
OCR was operational but not good as reported by manager. Majority of the OCRs were
due to personal reasons of the customers and hence were not retainable. A few cases
had come up where the reason behind the OCR was customer being fed up of the service
due to noise or call drop. Not happy with backhand team.
Two Contact Person Representative was present to cater customers at the smart shop
but was not working accordingly. Even the CCR has no full knowledge regarding the
products and offers of PTCL. Time to deal with customers was also around (avg.15-20
min) and could not deal them properly. Even according to manager the CCRs are not
being successful to retain customers.

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F-7 Smart Shop

Availability of POS was more than that of F-8. Visibility of brochures, leaflets and
posters was not proper. Most of the posters and brochures were available at Smart Shop.
Products Stock was available.
Synergy products were available with exceptions.
o ULoad was Available
o Only Blank Sim Cards were available, that leads to only sim replacement
activity and no new sims were available to them.
o PC was provided but was not working since last few weeks.
o POS material was available
1 PCPM was Available.
OCR was operational. Same reason that OCRs were due to personal reasons of the
customers and hence were not retainable. Process is slow and no Authority of CC to
close corporate or company numbers.
One Contact Person Representative was present to cater customers but even has no
cabin, office or table to deal customers. Even the CCR has no full knowledge regarding
the products and offers of PTCL. Not has even PC where problems of customers can
be solved as well as in most of the systems there were no the rights to change packages
to retain customers.

Suggestion/Recommendations

Training of Representatives to deal with customers.

Instead of having an extra CCR at smart shops a fully trained employee should be
appointed for every smart shop.
The POS Material at smart shops should be provided on regular basis and keep a regular
watch on them.
A feedback system should be introduced for walk-in customers.
To attract more customers the smart shops should be renovated and the environment
should be built were customers feel comfortable and their problems can be solved.
Map the best people in organization to these processes.
Weave technology around them to drive efficiency and economies of scale.
Create customer councils to keep upper management in the loop. Customer councils
consisting of customers (and customers who regularly use other companies) can be very
effective at keeping upper management engaged with the customer. This can be a
session once a quarter that allows upper management to meet with customers and hear
the good and the bad for themselves.
Behavior interviewing is extremely important for CCR as their behavior is most
important in retaining customers.

Learning from the Visit

This visit formed the practical basis of the understanding of the process being implemented by
the Smart Shops in dealing with OCR and Complaint. This is important for the project as
documentation of the actual process will leads to recommendations for a new or improved
processes.
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