Final Work on the Simulation Study on Mtn Call Process
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Transcript of Final Work on the Simulation Study on Mtn Call Process
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REGENT UNIVERSITY COLLEGE OF SCIENCE AND
TECHNOLOGY
SCHOOL OF ARTS AND SOCIAL SCIENCES
COMPUTER SIMULATION & MODELLING (SICS 4523)
PROJECT PRESENTATION ON A SIMULATION STUDY OF
MTN GHANA CALL CENTRE
BY
FUSEINI NAWARU MOHAMMED (0090209)
ATTIPOE WILLIAM ELIKEM (0170210)ADJEI RITA NAALAMLEY (0010210)
NETTEY ETHELINDA (0750210)
LEVEL 300 (EVENING SCHOOL)
LECTURER: MR. PHILIP ASIBU-YARTEY
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INTRODUCTION
About MTN GHANA MTN, the leading telecommunication company in the
emerging markets of Africa and the Middle East entered the
Ghanaian market following the acquisition of Investcom in
July 2006.
MTN is currently the market leader in the increasingly
competitive mobile telecommunication industry in Ghana
with over 8 million active subscriber base representingabout 55 percent of the market share.
MTN offers subscribers a maze of exciting options under
Pay Monthly and Pay As You Go Services.
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INTRODUCTION CONT. MTNs network coverage is extensive, covering all ten
regions in Ghana and remote areas. MTN continues toinvest heavily in infrastructure to expand its coverage
across Ghana.
Since its establishment in 1993, MTN has been alive toits responsibilities in society. The MTN Foundation is a
framework for initiatives that will ensure the
companys pro-active participation in Corporate Social
Responsibility projects wherever it operates. Key focusareas are education, health, economic empowerment,
music, arts and culture.
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VISION
To be the leading telecommunication service provider in
emerging markets.
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MISSION STATEMENT
Building shareholders value by ensuring maximum customer
satisfaction through providing latest telecommunication
services, at the most economical rates while meeting its social
responsibilities as a good corporate citizen and providinggrowth prospects for its employees.
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KEY PERFORMANCE MEASURES
Higher labour productivity.
Effective and efficient management procedures.
Good customer care.
Dependable Customer service and technical assistance.
Innovative services and integrity to customers.
Can do spirit.
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INDUSTRY ANALYSIS INCLUDING COMPETITORS
AND INDUSTRIAL BENCHMARKS:
By far MTN is one of the best in its field. It has an ultramodern facility with adequate skilled labour. It is also acustomer oriented and cost friendly organisation. Itscompertitors include:
TigoKasapaVodafoneZain
Benchmark: The AT & T is the one of the besttelecommunication firms in the world and MTN hopes toattain that standard in the year 2015. One of the benchmarks ofMTN is its 24hour accessibility to its customers.
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AREA OF CONCENTRATION
The area of concentration of this study will be looking at the
long waiting and handling time of the call centre process ofMTN - Ghana. This area plays a very significant role in
customer satisfaction.
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FLOWCHART OF THE MTN CALL
CENTRE PROCESSCustomer calls
Call Agent answers
Customer
states
problemYes
N
O
Complaint is
Sent to back
office for redress
N
o
Backoffice
solves the
problem
yes
Complaint is forwarded to
Intelligence Network (I.N)
for solution
problem is solved
Call is transferred to
Interactive Voice Response
Call is connected to thePABX
Exit
Problem is solved and backoffice calls customer for
confirmationExit
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Supervisor
Entrance/ Exit
Quality Assurance
monitoring room Call centre Managers room
Supervisor
Supervisor
Supervisor
Interactive Voice
Response computer
system
Call agentsCall agents
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PROBLEM STATEMENT
The problem statement of this study is long waiting and
handling time during the call centre process.
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OBJECTIVE OF THE STUDY
The aim of this study is to find solutions that would decrease
the long waiting and handling time during the call centre
process.
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DATA COLLECTION METHODOLOGY
The Data Collection method used included Time Study andObservation. The group observed the activities of the call
centre process and noted that MTN has categorized its
customers into three segments namely; Silver, Gold and
Platinum. From our observation, the Platinum customersnormally spent shorter time during the call centre process
than the other categories of customers.
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DATA COLLECTION METHODOLOGY CONT.
Our time study showed that averagely customers spent between 10 to 20
minutes during the call centre process.
Below are the processes involved in the call centre :
Customer calls
Call is connected to the Private Automatic Branch Exchange
(PABX).
Call is transferred to the Interactive Voice Response (I.V.R.). Agent answers
Customer states problem. If problem can be solved by agent, it is
solved and ended
If not complaint is sent to back office for redress
Back office solves the problem and calls customer for confirmation If back office is unable to solve then they forward the problem to
Intelligence Network ( I.N.) for solution.
Customer is called and given feedback
Then I.N. works on the problem and gives feedback to the customer.
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PRESENTATION OF DATAThis chapter deals basically with the presentation of data collected.
Source: field survey, April 2010.
PROCESS PROCESSING
TIME (In minutes)
PERCENTAGE
Call is connected to PABX 1.5 11.54%
Call is transferred to IVR 2 15.39%
Call agent answers 3 23.08%Complaint is sent to back office 2 15.39%
Problem is solved and back office calls
customer to confirm
3 23.08%
Complaint is forwarded to I.N. for
solutions
1.5 11.54%
Total processing time 13 100%
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DATA ANALYSIS
The data were gathered in April 2010. Every observation was treated as
an independent variable, thus the total number of processes are 6 in thecurrent model used. The most fascinating statistic is that the highest
processing time for a process was 3 minutes which was used by the call
agent in answering. Additionally, the lowest processing time for a
process was 1.5 minutes for the call to be connected to PABX meaningcustomers at certain times spent considerably longer time within a
process, hence customers are not satisfied with the call centre process
and would therefore need an improvement.
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Longer time is spent when call agent answers the call
before customer states problem.
BOTTLENECKS IN THE SYSTEM
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ALTERNATIVE PROCESS
Customer calls
Call is connected to the
PABX
For product s
and services
press 1 for
yes or 2 No
Yes
Call is
transferred toagent
Agent
answers the
call
Custome
r statesproblem
Yes problem issolved
N
O
N
O
Call is transferred to
IVR
Press 0
to
connect
to agent
or press
star to
exit
Agent
answers
Back
office
solves
the
proble
m
Ye
s
Complaint is sent
to back office for
redress
End
No
Exit
N
O
Complaint is
forwarded to I.N.
for solution
problem is
solved and
ended
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.
CONCLUSION
We conclude that the alternative model is better than the original
model used by MTN Ghana because the Time spent in the total
process is reduced from 13.14 minutes to 12.82 minutes. Also, total
numbers waiting are reduced from 19.05 to 18.07. This means the
alternative process has a shorter processing time than the current
used.
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RECOMMENDATIONS
We recommend that the alternative process should be implementedby MTN Ghana because it would reduce the long waiting and
handling time that customers spend during the call centre process.