CCMM Weekly Report – W23 - 2018

W23– June 12 2018

Index

1 Resolution – Credit & Collection Dep.

2 Contact Center Dep.

3 Outbound

4 Backup
Resolution Overview
Resolution Overview
TT Team Basic Trends/ KPIs- Weekly Trend of Created

3,646

3,188
2,972
2,698
2,611
2,376
2,192
1,898

W17- 22 Apr - 28 W18- 29 Apr - 5 W19- 6 May - 12 W20- 13 May - W21- 20 May - W22- 27 May - 2 W23- 3 June - 9 Avg
Apr May May 19 May 26 May June June
Resolution Overview
TT Team – Weekly Overview
0.581737076882708

55%

4,434 2448

7,622 11%
0.201128312778798
42% 355
109
1,768

3,188 46500%

1,424 1,424 0.5%

37

% Out of Total Pool

Resolution Overview
TT team – Pool Movement & Daily Activities
Pool Movement
2605
2497 2519 90.0%
2500 2417 2457
2413
2368

80.0%

2000 70.0%

60.0%

1500
50.0%

40.0%
1000
29.9% 30.7% 30.0%
28.7%
23.1% 23.9%
21.4% 20.0%
500 18.4% 443 18.0% 449 17.9% 466 17.7% 16.3% 401
12.5% 303 13.8% 347
10.7% 254 10.0%

692 746 517 801 581 419 586

0 0.0%
3-Jun 4-Jun 5-Jun 6-Jun 7-Jun 8-Jun 9-Jun

Total Pool Total Accept Total Resolve % Accept of pool % Resolve of pool
Resolution Overview
TT team – Daily Activities
2605
2497 2519
2417 2457
2413 2368

1473 1682 1861 1741

1743 1895
1881

9
60 35
43 32
304 58 8 47
203 56 73
183 239 53
181
38 109
81
567 519 429 445 460 400
368

3-Jun 4-Jun 5-Jun 6-Jun 7-Jun 8-Jun 9-Jun

Created Reassignment Reopen Return To Main Pool Carry over Total

Resolution Overview
TT Team - Top 5 Weekly Created
Week 22 Week 23

Billing 822 Internet Voice

27%
Network Quality
717 129
846

Network Quality 746 Voice Internet Others 20%

Billing
387 165 98
650

Win With Zain

THIRD-PARTIES SLA Others 15%
Employee / Distributors 579
32
SERVICES 368 73
473

Employee / Sales & PVB Outbound

Customer Care 14%
Payments & Recharge 517 Distributors 156 152 138
446

Zain AppOthers
Payments & Zain Website 10%
THIRD-PARTIES SERVICES 487 Recharge 134 83 111
328

86% of 3646 Total Created 86% of 3188 Total Created

Resolution Overview
Customer & Resolution KPIs – Respond and Resolution times

94% 80%
85% 85%
76%
67%

Respond (80% within 1 Day ) 43%

Target
9%

91% 93% 94% 95%

Resolution (80% within 86% 80%
2 Day )
62%
Target

14%

90%
82% 85% 82% 84% 80%
Customer SLA (80% 76%
within 3 Days)
Target
26%
W17 W18 W19 W20 W21 W22 W23

W23 Note: 5 tickets have been excluded as they have been resolved from DA/SE
• Respond rate with DA/SE tickets: 9%
• Resolution KPI with DA/SE tickets: 14%
• Customer SLA with DA/SE tickets: 26%
• Note: starting from W07 we are excluding the DASE Tickets from the Respond rate
Resolution Overview
Escalation departments Kpi – based on resolved tickets (DASE
Excluded)

120.0%
474

465

98.1% 100.0% 100.0%

96.9%

78.6% 80.0%
71.4% 71.2%

60.0%
229

180 40.0%

102 20.0%
11.8% 56 52
40 37 32 31
12 0.0% 0.0%
VAS OSS INO Customer Sales Finance 2 2
Facilities 1
Marketing
Care

Total Reached Reached%

Resolution Overview
Issue Type KPI – based on resolved tickets W/O Resolution
(DASE excluded)
G Issue Type Reached Total Reached %
Third Party Issues 323 330 97.88%
Billing Issues 182 210 86.67%
Payments & Recharge Issues 77 90 85.56%
Employee Issues 50 83 60.24%
Messaging Services Issues 37 66 56.06%
Data browsing & Connection Issues 23 39 58.97%
Zain Port In & Out Issues 16 27 59.26%
Roaming Issues 15 26 57.69%
Prepaid Bundle Subscription Issues 13 26 50.00%
Voice calls Network Issue 9 13 69.23%
Zain Website - Zain App & E-Store Issues 7 12 58.33%
Coverage Issues 4 9 44.44%
CAP Add-on Issues 6 9 66.67%
UP & Cross Selling Offers Issues 1 3 33.33%
International Issues 2 2 100.00%
Sami3ny Issues 1 1 100.00%
Voice Mail Issues   1 0.00%
Postpaid Data Subscription Issues 1 1 100.00%
Grand Total 767 948 80.91%
Inbound overview
 Inbound overview
Contact Center Received Calls, Handled calls & S.L %
35,000

93%
90%
30,000

74% 75%
70%

25,000 59%
50%

20,000

30%

15,000 30,858
28,710 10%

10,000
-10%

5,000 10,373 -30%

7,127
3,755 3,722
898 844
- -50%
HIGH MEDIUM LOW CORPORATE

Total Arrivals Handled S.L %

Inbound overview
Contact Center – AHT, ASA and Aband %

Offered Calls & Answered Calls Service Level % Abandon Rate %

Arrivals Handled
93%
74% 75%
59% 27%
30,858
28,710

10,373
7,127

7%
3,755
3,722

6%
898
844

1%
HIGH

LOW
MEDIUM

CORPORATE

HIGH

LOW
MEDIUM
HIGH

CORPORATE
LOW
MEDIUM

CORPORATE
Average Handling Time AHT Average Speed of Answer ASA
32

181 165 178 21 21

146
7
LOW
MEDIUM

CORPORATE
HIGH

LOW
MEDIUM

CORPORATE
HIGH
Inbound overview
Backup Queues overview W23

AVG. 125 121 122 124 126 121 131

Handling
566 time

88
AVG. Accept 49 62
time 24 28
10 9

3,180

2,609 42%
30% 34%
Abandon % 18%
7% 7% 15%

SL. %

0% 0% 0% 0% 0% 0% 0%
Total Arrival Total handle Total Abandon
W17 W18 W19 W20 W21 W22 W23
Inbound overview
XTRA Queues overview W23

139 128 129 132 136 134

127
AVG.
Handling
time

450

AVG. Accept
time 29 34 25 23 26 29 27

3,285
2,835
Abandon % 18%
16% 14% 14% 16% 16% 14%

72% 72% 69% 71%

67% 63% 67%
SL. %

Total Arrival Total handle Total Abandon

W17 W18 W19 W20 W21 W22 W23
 Inbound overview
Contact Center Daily Received Calls, Handled calls & S.L %
Received calls Handled calls S.L %

97% 92% 91% 94% 100%

1,000

800
50%
1,145 1,123
600
HIGH
958 956 813 809 839 834
400
0%
200

- -50%
6-Jun 7-Jun 8-Jun 9-Jun

9,000

8,000 87% 87% 90%

7,000
73% 70%
6,000 54% 50%
5,000
9,053 30%
4,000
7,876 7,631 7,870 6,827 7,102 6,857 10%
MEDIUM 3,000 6,352
2,000
-10%
1,000 -30%
- -50%
6-Jun 7-Jun 8-Jun 9-Jun

2,000 100%
67% 76%
1,500
54% 50%
43%
2,468 1,969 2,985 2,596 2,324 1,931
1,786
1,000
LOW

500
1,441 0%

- -50%
6-Jun 7-Jun 8-Jun 9-Jun
 Inbound overview
Daily ASA, Aban % and AHT

ASA Aban % AHT

80.0%
60.0%
40.0%
186 188 182
172 20.0%
0.0% 1.0% 1.0% 1.0% 0.0%
HIGH -20.0%
-40.0%
-60.0%
6 8 8 5 -80.0%
6-Jun 7-Jun 8-Jun 9-Jun

80.0%
60.0%
40.0%
169 161 165 167
20.0%
3.0% 13.0% 7.0% 3.0% 0.0%
MEDIUM -20.0%
-40.0%
-60.0%
11 39 21 11 -80.0%
6-Jun 7-Jun 8-Jun 9-Jun
80.0%
60.0%
42.0% 40.0%
19.0% 27.0% 14.0% 20.0%
149 143 147 144 0.0%
-20.0%
LOW
-40.0%
-60.0%
32 37 43 20 -80.0%
6-Jun 7-Jun 8-Jun 9-Jun
 Call purpose Overview
Call purpose performance per team
Team # Call purpose % W19 Call purpose % W20 Call purpose % W21 Call purpose % W22 Call purpose % W23

Team 01 90.3% 92.3% 91.7% 93.2% 93.3%

Team 02 88.5% 88.9% 90.4% 86.8% 96.5%

Team 03 83.4% 91.4% 84.6% 93.2% 95.0%

Team 04 87.9% 86.9% 92.8% 93.3% 93.8%

Team 05 86.2% 81.9% 83.1% 93.3% 94.2%

Team 06 96.9% 94.4% 97.1% 95.6% 98.0%

Team 07 91.3% 90.9% 90.6% 93.8% 93.6%

Team 08 83.1% 87.6% 87.7% 89.2% 87.9%

Team 09 78.6% 74.7% 77.1% 84.6% 98.1%

Team 10 83.0% 89.5% 94.3% 97.1% 94.9%

Team 11 77.4% 82.2% 93.4% 92.8% 97.2%

Team 12 91.9% 92.0% 94.0% 99.9% 99.0%

Team 13 75.8% 72.4% 84.0% 81.2% 83.5%

Team 14 90.4% 87.2% 89.1% 96.8% 97.2%

Team 15 78.6% 73.3% 80.4% 87.1% 88.0%

Grand Total 85.7% 85.9% 89.2% 91.9% 94.4%

 CCMM W23 (03 Jun – 09 Jun) 2018
Contact Center – Daily Service levels
Daily S.L – W 23

96% 97%
94%
92% 91%
88% 87% 87%
85%
80%

73% 74%

67%
63% 63%

54%
52%

43%
37% 37%

0%

3-Jun 4-Jun 5-Jun 6-Jun 7-Jun 8-Jun 9-Jun

High Med Low

20
 CCMM W23 (03 Jun – 09 Jun) 2018
Contact Center – Daily Service levels
Daily S.L – W 23
1,400 100%
1,200 1,126 1,145
1,017 954 958 95%
1,000 813 839
800 90%
600 85%
400
80%
200
85% 88% 96% 97% 92% 91% 94%
0 75%
3-Jun 4-Jun 5-Jun 6-Jun 7-Jun 8-Jun 9-Jun

High SL Arrivals

18,000 16,777 100%

16,000
13,746 80%
14,000
12,000
10,000 9,180 9,053 60%
8,000 6,827 7,102
5,817 40%
6,000
4,000 20%
2,000 37% 63% 80% 87% 54% 73% 87%
0 0%
3-Jun 4-Jun 5-Jun 6-Jun 7-Jun 8-Jun 9-Jun
Med SL Arrivals

20,000 80%
16,777
70%
15,000 13,746 60%
50%
10,000 40%
30%
5,000 1,713 20%
2,985 2,596 2,324
37% 63% 0%
0 67% 43% 52% 74% 10%
0 0%
3-Jun 4-Jun 5-Jun 6-Jun 7-Jun 8-Jun 9-Jun
Low SL Arrivals 21
 100%

22
90%

80%

70%

60%

50%

40%

30%

20%

10%

0%

23:30
23:00
22:30
22:00
21:30
21:00
Network coverage in Sabah Alsalem Issue.

20:30
Thursday 07/06/2018 - SL: 54% - Total Calls: 9,053

20:00
19:30
19:00
18:30
18:00
17:30
17:00
16:30
16:00
15:30
15:00
14:30
14:00
13:30
13:00
12:30
12:00
11:30
11:00
10:30
Inbound overview

10:00
9:30
9:00
8:30
8:00
7:30
7:00
6:30
6:00
5:30
5:00

Forecast
4:30

Actual
4:00

SL
3:30
3:00
2:30
2:00
1:30

Med
1:00
0:30
0:00

0
700

600

500

400

300

200

100
 100%

23
90%

80%

70%

60%

50%

40%

30%

20%

10%

0%

23:30
23:00
22:30
22:00
21:30
21:00
20:30
20:00
Network issue in Mubarak Al Abdullah (West Mishrif)

19:30
19:00
Friday 08/06/2018 - SL: 73% - Total Calls: 6,827

18:30
18:00
17:30
17:00
16:30
16:00
15:30
15:00
14:30
14:00
13:30
13:00
12:30
12:00
11:30
11:00
10:30
Inbound overview

10:00
9:30
9:00
8:30
8:00
7:30
7:00
6:30
6:00
5:30
5:00

Forecast
4:30

Actual
4:00

SL
3:30
3:00
2:30
2:00
1:30

Med
1:00
0:30
0:00

0
600

500

400

300

200

100
Interval Report (03 Jun - 09 Jun) 2018
Contact Center – Daily Intervals above or less than the target 90%

50

45

40

35

30

25
High Value
20 Medium Group
Low Group
15

10

0
Over or Below Over or Below Over or Below Over or Below Over or Below Over or Below Over or Below
equal 90% equal 90% equal 90% equal 90% equal 90% equal 90% equal 90%
90% 90% 90% 90% 90% 90% 90%
3-Jun 4-Jun 5-Jun 6-Jun 7-Jun 8-Jun 9-Jun

24
ASA in Sec per intervals (03 Jun– 09 Jun) 2018

350
319

300

250

200

150

100

50

14
3 0 0
0
Less than 20 From 20 till 29 From 30 till 39 From 40 Till 49 more than 55
Call Purpose Analysis – Based on Daily

No data
Analysis “Level 1 and 2” – Based On Daily

No data
FCR. Call Purpose Analysis - Based On Daily

No data
Repeated Calls Analysis Based On Call Purpose

No data
FCR. Call Purpose Analysis - Based On Daily

No data
Analysis “Level 1 and 2” – Based On 5 Days

No data
FCR. Call Purpose Analysis - Based On 5 Days

No data
FCR. Call Purpose Analysis-Based On 5 Days

No data
 W23 - Inbound occupancy
Inbound occupancy%

Agents occupancy per Week Monthly occupancy

80.2%
100.0% 76.2%
92.2%
90.0% 86.8%

80.0% 73.0%
70.3% 79.7%
70.0%
67.3%
60.0%

50.0%

40.0%
W18 (F 29 Apr T W19 (F 06 May W20 (F 13 May W21 (F 20 May W22 (F 27 May W23 (F 03 Jun May-2018 Jun-2018
05 May 18) T 12 May 18) T 19 May 18) T 26 May 18) T 02 Jun 18) T 09 Jun 18)
Last Week Occupancy per Day
100.0%
89.6%
90.0%
82.7%
80.2%
77.8% 76.7% 77.1%
80.0% 73.7%

70.0%

60.0%

50.0%

40.0%
3-Jun 4-Jun 5-Jun 6-Jun 7-Jun 8-Jun 9-Jun
34
Call Purpose (03 Jun - 09 Jun)
2018
Call Purpose top & least 10

Call Purpose top & least 10

Call Purpose top 10 Call Purpose least 10

Total Call call Total Call call

ID Total calls Team ID Total calls Team
purpose purpose % purpose purpose %

4179 546 645 118.1% 4176 406 129 31.8% 13

12
1423 380 415 109.2% 3838 474 166 35.0% 8
2
3977 454 495 109.0% 3885 416 219 52.6% 15
9
4083 381 410 107.6% 4166 357 197 55.2% 15
9
3920 551 591 107.3% 1409 457 284 62.1% 14
1
3964 389 416 106.9% 4172 453 282 62.3% 13
12
3657 587 623 106.1% 2253 523 335 64.1% 4
9
3795 464 487 105.0% 3972 194 129 66.5% 1
14
2373 388 407 104.9% 4089 631 459 72.7% 1
12
3812 440 459 104.3% 4171 416 314 75.5% 9
11
Cross & Up Selling
Month – Jun Week 23 (03 Jun - 09 Jun)

No data
36
Cross & Up Selling
Month – Jun Week 23 (03 Jun - 09 Jun)

No data
37
W23 – Headcounts CC.
10 - Jun - 2018

Zain Agents
Inbound Agent 175
Acting Team leader 3
Training 8
Social Care 05
Live Chat 05
Total 196

B2B Agents
B2B Agents 4

UPS Agents
Inbound UPS - Arabic 2
Inbound UPS - Urdu 8
XTRA UPS- Arabic 7
XTRA UPS- Urdu 4
Outbound UPS 56
Total 77
38
W23 – Headcounts HR.
10 - Jun - 2018
Zain Agents
Inbound Agent 188*
Social Care 5
Online Customer Care Agent 5
3290
Total 198
3899
3908 *2 Agent resigned and still in oracle
3960
3971 B2B Agents
4011
B2B Agents 4
4099
4130
4131 UPS Agents
Inbound UPS - Arabic 2
Inbound UPS - Urdu 8
XTRA UPS- Arabic 7
XTRA UPS- Urdu 4
Outbound UPS 56

Total 77
Online Care overview
Online Team overview
Weekly Online Team Performance - Chat Report

Received Chat AHT (Per Minute) ASA (Per Minute)

22

6.28 6.23
2,1

4.24
82
48

1,6
67

4.54 4.56
1,6

4.43 4.33
1,5

59
58

4.28
4.10 4.06
1,4
1,4

04
1,3

1.54
1.18
1.00

0.41

W17 W18 W19 W20 W21 W22 W23 W17 W18 W19 W20 W21 W22 W23 W17 W18 W19 W20 W21 W22 W23
 Online Team overview
Weekly Online Team Performance - E-mail Report without Junk Email
Received Emails
Without Junk AHT (Per Minute) ASA (Per Minute)
Email

2,490
2,328 408.47
10.20

1,750
7.30
6.50
5.42 5.23
4.57
3.53 131.31
722 111.55
514 507
372
1.15 1.01 3.18 8.02
W17 W18 W19 W20 W21 W22 W23 W17 W18 W19 W20 W21 W22 W23 W17 W18 W19 W20 W21 W22 W23

Junk mail has been removed from the total E-mails received
 E-mails and Live Chat Analysis
From The 3rd Until The 7th of June Week 23 – E-mail

Follow Up
Grand Total Of Chats & E-mails: 2221
2% 2% 1% 1% 0%
Line Re-connection

4% JUNK MAIL
E-mail Closing Reason
4% Services
Category Total
Follow Up 175 28% Complaint – No Remedy
5%
Line Re-connection 133 SIM Card Activation
JUNK MAIL 119
Services General Inquiries
73 12%
Complaint – No Remedy 32 Billing and Payment
SIM Card Activation 27 Complaint – Remedy
General Inquiries 25 21%
Billing and Payment 15 19% Line Disconnection
Complaint – Remedy 15 Career and Recruitment
Line Disconnection 6
CCR-Sponsorship
Career and Recruitment 4
CCR-Sponsorship 3
Grand Total 627 Week 23 – Chat
Chat Closing Reason 3% 3% 1% 0%
5% LC-General Inquiries
Category Total
No Reply
LC-General Inquiries 408 26%
No Reply 327 LC Complaint – No
8% Remedy
LC Complaint – No Remedy 304
LC-Services 265 LC-Services
LC-Devices 126 LC-Devices
LC-Billing and Payment 72 17% LC-Billing and Payment
LC Complaint – Remedy 42 LC Complaint – Remedy
LC- Block/Unblock Website 40 21% LC- Block/Unblock
LC – Irrelevant 9 Website
LC- Line Disconnection 1 19%
LC – Irrelevant
Grand Total 1594
LC- Line Disconnection

The 5th of June had highest rate of e-mails - “139”

The 3rd of June had the highest rate of chats - “320”
Social Care Team overview
800 350

700 300

600
250

500
200
400
150
640 637
300 614 613

445 437 100

200 391 383
352 348 345 341

55 251 241
100 195
50
163
133 141
109 117 114
9
12 8 11 8 11
- 99.5% 98.0% 98.2% 98.9% 96.0% 98.8% 99.8% -
3-Jun-18 4-Jun-18 5-Jun-18 6-Jun-18 7-Jun-18 8-Jun-18 9-Jun-18

Incoming Conversation Closed Conversation Response TAR in Min Closed %

 Social Care Team overview

Date Incoming Con. Closed Con. Closed % Twitter Instagram Facebook Total Respond TAR in MIN First TAR in MIN

3-Jun-18 640 637 99.53% 138 45 12 195 12:30 12:46

4-Jun-18 391 383 97.95% 78 18 13 109 09:26 09:29

5-Jun-18 445 437 98.20% 87 19 11 117 08:08 08:10

6-Jun-18 352 348 98.86% 96 29 8 133 55:04 56:15

7-Jun-18 251 241 96.02% 85 24 5 114 11:43 12:06

8-Jun-18 345 341 98.84% 105 19 17 141 08:09 08:16

9-Jun-18 614 613 99.84% 121 26 16 163 11:42 11:55

 Social Care Team overview

Date Twitter TAR in MIN First TAR in MIN Instagram TAR in MIN First TAR in MIN Facebook TAR in MIN First TAR in MIN

3-Jun-18 138 12:21 12:43 45 13:11 13:11 12 11:34 11:34

4-Jun-18 78 08:58 08:58 18 11:34 11:49 13 09:25 09:47

5-Jun-18 87 07:24 07:21 19 09:43 09:43 11 11:03 11:03

6-Jun-18 96 09:14 09:22 29 11:34 11:34 8 11:06 11:06

7-Jun-18 85 12:43 13:11 24 07:51 08:05 5 13:28 13:28

8-Jun-18 105 08:19 08:29 19 07:51 07:51 17 07:15 07:15

9-Jun-18 121 11:28 11:41 26 15:30 16:03 16 06:42 06:42

B2B E-mails
From The 3rd Until The 7th of June
Grand Total of E-mails: 1342

Cases Per Agent

500 417 436
400 325
300
200 164
100
0
hi i
s en aa s jm
m
ou la
uh lju l A
l m A bo S.
du la al ad
b ul im m
n
A bd h am
i -A ra
sa Ib oh
80
-H
us
01
0
1 07
-
4
-M B2B Volume
7 02 65
98 03
00 350 324
300 278
272
246
250
222
200

150

100

50

0
6/3/2018 6/4/2018 6/5/2018 6/6/2018 6/7/2018
B2B E-mails Closing Reason
From The 3rd Until The 7th of June
Closing Reason Total

Services 559

2.16% 0.75% 0.22% 0.07%

Billing and Payment 422 4.17%
Services
5.59%
41.65%
General Inquiries 94 Billing and Payment

SIM Card Activation 93 General Inquiries

6.93%
Follow up 75 SIM Card Activation

Devices 56 7.00% Follow up

Devices
Line Disconnection 29

Line Disconnection
Complaint – No Remedy 10
Complaint – No Remedy
Line Re-connection 3
31.45%
Line Re-connection
Complaint – Remedy 1
Complaint – Remedy
Grand Total 1342
Outbound overview
 Outbound overview
148%
180,000 175,048 140%
135%

160,000
151,867 120%
114%
140,000
132,039 100%
127,423

120,000 114,132 91%

112,200
107,326 109,242 80%

100,000 94,248
86,292 84,456 82,717 60%
74,290
80,000 48% 53%
48% 73,000 47% 46% 76,625
42% 40%
39%
60,000
52,935 51,43350,560
50,241
27%
40,968 20%
40,000 34,402

24,260
20,000 0%

20,222
7,934
- -20%
Jan Feb Mar Apr May As of 9 Jun

Target Upload handled Reached % Handled % Reached

 Outbound overview
Jun campaigns

27%

9,351
74,290

74.8%
Out of
Accept rate % campaigns
34,402

3,138
20,222

117
1,095
702
Forecast Expected Target Sales Actual
Customer Sales
Target upload Handled
Sales
% Handled Linear (% Handled) Total Actual
819
1- All Sales include inbound and outbound channel
2- Target Sales= (AVAYA reached * Target Accept %)
 Outbound overview
Jun campaigns Group
71%

67%

580

412
335

22%
225

0%
101
43

22
-

NODATA LEGACY ODESA RANDOM

Target Accept Actual Accept Rate %

1- All Sales include inbound and outbound channel

2- Target Sales= (AVAYA reached * Target Accept %)
 Outbound overview
May Sales campaigns delivery overview as of 31st May 2018 May Sales campaigns delivery overview as of 9th Jun 2018

77.7% 53.6%

420

3,939
36.0%
5,072 783

2.3% 282
20.0%
363
117
10.3%
1,133 1,016
81

Total delivery Signed Under Delivery Rejected Total delivery Signed Under Delivery Rejected

% Out of total delivery All Sales include inbound and outbound channel
Outbound overview
Sales campaigns delivery out of target Jun campaigns

64.2%

79

123
30.9%

38
44
4.9%

6
Total delivery Signed Under Delivery Rejected

% Out of total delivery All Sales include inbound and outbound channel
Backup
Resolution Overview
TT Team – Weekly Overview
60%

IN Ou 10%
147300%
t 19%

994600% 274300%
70%

16,617
0.5% 0.141601973882169
0.177348498525606 14,281
7800%
%from Dead Areas 5
0.000502714659159461
2,947 10,065
22% %from pending; 461
6,671
0.156430268069223

%from Created; 52%

3,646
1,887
Resolution Overview
TT Team Basic Trends/ KPIs- Weekly Trend of Open/ Resolved/
Pending
120%

100%

80%

50%
17,710

18,500

18,379

16,617

16,617

16,862
48%

15,242
47%

14,971
60%
42%
42% 40%
35% 35%

40%

15% 17% 20%

14% 14% 14% 14% 14%
12%
2,774

2,255

2,544

2,098

2,353
2,469

2,353

2,407
0%
W17 W18 W19 W20 W21 W22 W23 Avg

OPEN Resolve Blended Resolve RATE Resolve rate DA/SE excluded

Resolution Overview
Resolved Tickets Details - Distribution Of Resolved by Creation Age

889

452 333
4% 1804

865 938

45 11
17 8 23
1
Before W18 W19 W20 W21 W22 W23 Grand Total

Non Escalated Escalated

% from Total Closed Total resolved 2693 Tickets

IVR Overview
IVR Blended Serve %

No data
IVR Overview
IVR Call Distribution

No data
IVR Overview
IVR Call Distribution

No data
IVR Overview
IVR Call Distribution

No data
IVR Overview
IVR Transactions W23

No data
IVR Overview
Payment & Recharge Value On IVR in KWD

No data
IVR Overview
Add On Value On IVR in KWD

No data
CC B2B Overview
Call Purpose Report

No data
 Feedback for week23 03/06/2018 - 09/06/2018

- Siebel Maintenance
03/06/18 (Solved)
- Active lines issue
Information issue: “We have
Zain Play
noticed that when making a
Confirmation SMS reservation to the new Zain play
«‫»ص نع ف يزين‬, the customer is
- Call Details issue
receiving a confirmation SMS that is 04/06/18 - Active lines issue
related to the last year play «‫وينعقلة‬
‫»ا ألصبع‬.”
Pending: the case was
escalated we are still waiting - Call Details issue
for the feedback (Solved)
05/06/18
-Remedy
Maintenance
Unsatisfied customers (Solved )
and conflict to contact
center agents.
06/06/18

-Cust_care@kw.zain
(Solved)
07/06/18
-Network coverage in
Sabah Alsalem (Solved
)
- Network issue in
08/06/18 Mubarak Al Abdullah
“West Mishrif” (Solved)

- Bad coverage in
09/06/18 Mishref (Solved)
Thank You
Customer Care Operations and
Support