Name ID.

No
Feven Adefris ECS/1427/23
Bethelihem W/Yohannes ECS/1430/23
Ruth kebede ECS/649/22
Hiwet G/Michael ECS/646/22

Sub date Dec 11/2023

Sub to. Sup. MR. Gullilat
1. List of Format Documents for Ethio Telecom Call Center:
-Call Log Template: Documenting details of each customer interaction.
-Customer Information Form: Gathering and updating customer details for reference.
-Escalation Form: Recording instances requiring higher-level intervention.
-Resolution Report: Documenting the resolution status of customer issues.
-Feedback Form: Collecting customer feedback on call center services.
-Training Material: Formats for training materials to ensure consistency in agent training.

2. List of Policies for Ethio Telecom Call Center:

-Customer Service Policy: Guidelines on providing excellent customer service.
-Call Handling Policy: Procedures for effective and courteous call handling.
-Escalation Policy: Protocols for escalating customer issues to higher authorities.
-Data Privacy Policy: Ensuring confidentiality and protection of customer information.
-Quality Assurance Policy: Standards for monitoring and maintaining service quality.
-Work Ethics and Conduct policy: Outlining expected behavior and professionalism.

3. Major Reports of the Call Center Department:

-Monthly Performance Report: Summarizing call center metrics, including average handling
time, resolution rates, and customer satisfaction.
-Escalation Analysis Report: Identifying trends in escalated issues and proposing preventive
measures.
-Training Effectiveness Report: Assessing the impact of training programs on agent
performance.
-Customer Feedback Report: Analyzing customer feedback to improve service quality.
-Incident and Problem Resolution Report: Detailing major incidents, their resolutions, and
steps taken to prevent recurrence.
-Workforce Management Report: Monitoring agent schedules, adherence, and optimizing
resource utilization.