PIA Global Contact Center -...

PIA Global Contact Center

Process Flows

Issue and control of PIA Global Contact Center

These Process Flows are the property of PIA Global Contact Centre. It is not to be reprinted or duplicated without the permission of PIA Global Contact Centre Management.

Revisions are made by amending the flows of a process; the changed process is given a new Revision Number. The revision status shall also be updated at the index Section of this document.

The page revision will reflect at the footer on each page. It is the responsibility of the Management to upload new version on intranet, and retain old copy as historical record.

This document is not to be duplicated. Any one desirous of having a copy for informational purposes should contact the Management, who shall authorize in writing.

Compliance with the requirements of these Process Flows and its referenced documents is mandatory on everyone within the scope of this Contact Centre.

All Process Flows have been made with the approval of PIA and TERADATA management.

Quality Assurance & TrainingID Activation/DeactivationTrainingEmployee ProbationCalls MonitoringPNRs MonitoringEmails MonitoringCMS MonitoringCalls ListeningEmployee EvaluationAgent CounselingFF TransactionSOPs

ReservationAnnual LeaveMedical LeaveCasual LeaveInformed AbsenceUn-Informed AbsenceDay OFF SwapShift Swap

QueuesGeneral QueuesFlight Incidental Changes (Telex)Planned Schedule Changes (RW)Northern Area Flights (Q-333)VCR Update (Q-502)

Awards PlusNew EnrollmentMissing PointRedemption

Workforce ManagementSchedule

MISSMS ReportFlight Incidental ReportPIACC Daily Report

Reservation (Inbound)Queues (Outbound)Awards Plus

30 Minutes Interval Report (Summary)Attendance SummaryAgent KPIs

Reservation (Inbound)Queues (Outbound)Awards Plus

Administration New Jubilee Insurance Claim

Table of Content

0000

ID Creation

HR emails for id creation

QA SPV emails to PIA

KHIRLPKFor

Awards Plus ID

KHIRWPKFor

SABRE ID

QA SPV provides IDs to HR & SAS

once created

System Administrator & Support Team

AVAYAAttendanceCMS TAD Intranet Email

HR

ID Created in HR Application

Functional IDs Created

CSR

0000

Training

Orientation

Basic Airline Concept2 days

SABRE Reservation

System7 days

Geography/Interline

1 day

PIA Policy4 days

InfopagesRM Rules

CMS2 days

PIA Awards Plus2 days

Soft SkillsCustomer Service

1 day

InfopagesRM Rules

CMS2 days

Practical Training3 days

Auto Pricing1 day

Live Call Observation

15 days

Cla

ss R

oo

m T

rain

ing

0000

Employee Probation

4 Months Completed after

Joining

Employee Probation written Test with Sabre

usage

SABRE & PoliciesCommunication Attendance

Probation Test FailPassScore 85% and

above socre

Probation Cleared

Scores Less than 85% or Poor Attendance

Probation Extended

Document forward to HR

0000

Calls Monitoring

Live Calls Calls Calibration Recorded Calls

Calls Monitoring

Product Knowledge

Communication Standards

Calls Feedback in writing

CSR Counseling

0000

PNR Monitoring

Fresh ReservationUpdate on Ticketed

Reservation

Agent quip on Q52 & Q53

Monitor PNR in relation of SABRE

Policy

ErrorPNR removed from Queue

No

Ye

s

Documenting error on email to agent

Agent Counseling & Coaching

0000

Email Monitoring

Login to Web Email

Search Email

Search by Date Search by Agent Search by Subject

Monitor Email

SpellingGrammar

PolicyEtiquette

Error

Ye

s

NoFeedback given if

required

Error is documented and

counsel agent

0000

CMS Monitoring

Login to CMS Application

Search Complain

Search by Date Search by Agent

Monitor Complain

SpellingGrammar

PolicyEtiquette

Error

Ye

s

NoFeedback given if

required

Error is documented and

Counsel agent

0000

Call Listening

Evaluation or General Feedback

Call Listening by QA evaluator

Counseling/Coaching

Monthly Call Feedback/Evaluation

Agents are made to listen to their own calls so that they can identify their weakness

and strengthes

QA will provide coaching and counseling where if

necessary

0000

Agent Counseling

Performance/Behavior Incident

Data Collection/Evidenc

e Finding

Agent Counseling

Performance & Behavior

Inci

dent

Incident based agent counseling

Performance based agent counseling

Discipline based agent counseling

Session end up on a single dialogue

Warning

Repeated Action Termination of

Services

Provide feedback/suggestion/recommendation for improvement

Document session details and

performance expectations

0000

Employee Evaluation Process

Time ManagementCalls Monitoring ErrorsSystem ProficencyAttendance Summary

Recorded and Live Calls Monitoring to evaluate

communication

ProductPolicy

IntranetPIA Website

Test

KPIs send by WFM & MIS

Attendance Summary sent by WFM & MIS

PNRs MonitoringFresh,

Ticketed,Complains

Update Marks in QA evaluation

sheet

Update Assessment Report and Remarks

Send evaluation by email to agents

Reversal if

No

Marks Updated in QA Master Sheet

YesUpdate score and resend evaluation

0000

Awards Plus Transaction Process

Login Customer Support

Check Categories through closed

tickets

Check Email Type

Check reply

Evaluate Communication

Evaluate Product

Error No Email Closed

Error Documented

Ye

s

Feedback Sent through Email

0000

SOP Formulation Process

PK Emails

RM RulesPolicy

Regulations,Emailed from PIA Revenue Management and Marketing

Organizational Recommendation

Customer Feedback

Compile Information

Analyze Information

Evaluate & finalize information

Disseminate Information

Briefing/Coaching

Update Info pages, CMS Notice board, Intranet Email

0000

Annual Leave Process

Design Leave Planner

Document to be emailed to CSRs

for applying annual leaves

CSRs fill the form and submit to

SPV

All data stored at one place

Annual leave marked on attendance

Approval or disapproval

informed to CSR

0000

Causal Leave Process

CSR requests causal leave on

email

Teamlead checks availability and

possibilty to approveleave

Discuss with supervisor

Approval NoAsk for alternate

date

Ye

s

Mark on attendance

0000

Medical Leave Process

Written request submitted to SPV

On call request to SPV

No of days for Leave and date of joining informed

Medical Certificate or other

documents to be submitted

CSR/Family member submit

documents

Documents verification

Leave approved and marked

Marked on attendance

Refusal to leave and absences

marked No

Ye

s

0000

Informed Absence

Unable to report in schedule shift

Information Received

Un Informed Absence

Informed within 5 hours of scheduled shift

Informed Absence

Informed 5 hours prior of scheduled shift

Record Keeping of Absence

Attendance Sheet Documentation

Count of Leaves

In case, absence made with day off, day off will be

counted and deducted from leave quota

0000

Un-Informed Absence

CSR fail to inform absence or inform

within 5 hours prior to scheduled

shift

Un-Informed Absence will be considered and

marked

1st Un-Informed Absence

Verbal Warning (documented)

On 2nd Un-Informed Absence

Written Warning is issued

On 3rd Un-Informed Absence

Final Warning is issued

On 4th Un-Informed Absence

Termination of Services

0000

Day Off Swap

Agent initiates request on email

Agent arranges his swap alternate

Team lead checks agreement

between two agents ,availability

and possibility

On approval, team lead informs CSR

& Transport Incharge/Admin

0000

Shift Swap

Agent Request

Agent approach person to person

Request through email along

reason

Evaluation Process # 1

Schedule Rotation &

Transport Capacity: Before approving shift SPV will

check his/her shift rotation and space in van.

Ye s


Number of Shift Change in

6 Months: As per KPIs documents, an agent can request 2 shift change in 6

months.

Ye s


Feasibility Of Alternative Arrangement: Approval

based on if operation and transportation has zero

impact

Ye s

SPV approves request

Email Sent

NoRequest Declined

No Request Declined

NoSPV asks for

alternate

Alternate arranged

0000

General Queues

Login SABRE and use QC/

command

Service DateKQC Q0 – Q99

Web TicketingWPI Q0 – Q63

KQC Queue0 – 99

KQC Queue499

Ticket Home Delivery

Take necessary action & update

remarks accordingly

End Transaction

Verification Call

Quip in Booking Office Queue

Unable to contactQuip for next

attempt in Q498

WPI Queue31, 11, 17, 20 &

33

WPI Queue62

Credit Card Verification

Take necessary action & update

remarks accordingly

End Transaction

Verification call

Update Remarks and place in Q400

Unable to contactQuip for next

attempts in Q63

0000

Incidental Queues

KHIRRPKKHIOVPK KHIOCPK

Telex Received

Telex received for delay, Time Change, Cancellation,

etcTeam will decide to take action as per threshold

Run SMS

Flight place in Queue

Load of PNRs in particular Queue

Update Telex Page

Start making calls to passengers and

update PNRs

Unable PNRs list sent to stations

Run SMS through SNM application, service is

currently available for Ex-Pakistan only

Update Telex Sheet with total load of flight

Update telex sheet as well according to break up of un-

informed PNRs for MIs

0000

Schedule Change (RW)

Winter Schedule Summer Schedule

Flights & Changes impact

Uploading on sheet and

coordinate with CRC & PB

Loading in KQC Queues

Q200 – Q299

Early DepartureCancelled/Re-

Routed/Change of Equipment

Delay Departure

Domestic: 15 minutes or moreInternational: 24

minutes Business and above all

Action is taken as per policy

25 minutes more Business and 61

minutes all

Unable to contactQuip to Agency

0000

Northern Area Flights Q333

Q 333Northern Area

PNRs are placed in Q333 by CRC

Flight Cancelled or Confirmation of seats in both

cases CRC quip PNRs in KQC Q333

Calling Customer to finalize booking

If customer doesn’t accept, reservation is

cancelled

If customer doesn’t decide,

remarks for finalizing later are

inserted

Unable to contact PNRs placed in Q339 for later

action

PNRs are finalized after contacting

again

Remove PNRs from the Queue

0000

VCR Update Q502

Q 502

Q502 is used specifically for VCR updation

CRC auto-quips PNRs having

multiple booking

Outbound team takes necessary

action

Duplicate/multiple booking is cancelled

Customer/travel agent is asked to

finalize

0000

New Enrollment

PIA Website Online Form

PIA Booking Office Manual

Form

In-flight Service Manual Form

Ask Member to provide complete

detail

KHIRLPKVerification

Incomplete Details

DataVerification

Data from agencyCase rejected

Duplicate DataCase rejected

Ye

s

Temporary NE number is generated

Email is sent to customer

After 5 working days FF number is

generated

Auto responder to customer

0000

Missing Points

Website Email Walk-in Customer PIA Stations Postal Mail/Fax

Track all records

Regular Case Special Case

Special Case: Travelling beyond 6 months

Regular Case: Travelling within 6 months

Back Office for Approval

Case Rejected

NoPK Boarding Pass

& PK Flight

Valid Document Type

Yes

Chartered FlightsExtra SessionRegular Flights

Verify RequestRequest is Rejected

No

Incomplete Details

No

Ye

s

Miles added to Member’s Profile

0000

Redemption

Track All Request

Check Account Activation

Check Air Miles Availability

Self or Gift

Ask Member for Shortfall

After Confirmation Authority is sent to

PIA Office

Yes Yes

No

Activate Account

No

Member agrees for shortfall

No

Yes

Gift

Self

Create PNR & quip specified Queue

Redeem miles on SSLFill the Redemption

comment boxInform member on

email/phone

Ask to fill the nomination form

Verify Past Trips

No

Ask for supported documents

Documents Verified

Ye

s

Ye

s

No

Website Email Walk-in Customer PIA Stations Postal Mail/Fax

0000

Schedule

Forecast Call Volume

Check Available Headcount

%age of Distribution of

Headcount

Assigned Shift Rotation

Check Shift Request from

CSRs

Check balance of shift

Shift balance YesCheck Van

LoadAVB

L

Check Senior/Junior

Ratio

No

Request Declined

Ful

l

Request Declined

No

Request Declined

Yes

Schedule is circulated to All

Employees

0000

SMS Report

Extract Data from SNM Appliction

Copy & Paste Data from SNM

Appliction

Apply Formatting(BG Color, FG

Color, Alignment, width)

Save as SNM Report

Email to concerned

departments

To: khirzpkCc: khirspk, sr. gm

marketing, manager operation call center

0000

Flight Incidental Report

Extract Data from Telex Sheet

Copy & Paste after applying filter

Sum Total Load, Informed, Un-Informed and

break up

Separate Telex Action according to date and shift

Make summary

Break up of Un-Informed PNRs

Email to concerned

departments

To: khirzpkCc: khirspk, sr. gm

marketing, operation manager call center

0000

PIACC Daily Report

Queues Awards PlusReservation

Extract Data from Shift

SMS

Extract Data from Awards Plus report

Run Avaya Report and Extract Data

Copy ACD calls in Calls Transferred

to Agent

Copy Abandoned Calls in Call Abandoned

Run IVR Report & take IVR calls

Data

Sum IVR Calls, ACD Calls and Aband Calls in Calls Offered

Enter Avg. Speed Answer in Average

Wait Time

Enter Service Level

Total calls made to customers

Total PNRs transactions in all

3 shifts

Incidental changes handled

in all 3 shifts

SMS sent by Queues Team

Put values NE closed by call

center

Put values on MP closed by call

center

Put values on RD closed by call

center

Put values on Email closed by

call center

Report is sent to concerned

departments To: khirdpkCc: khirupk, sr. gm

marketing, operation manager call center

0000

30 Minutes Interval Report

Extract Data from Avaya

Calculate Calls transferred to

agent

Calculate Calls Answered

Calculate Calls Abandoned

Calculate Average Wait Time

Calculate Abandoned Time

Calculate Service Level

Calculate Total Schedule

Calculate Average Talk Time

Calculate Average ACW

Calculate Total Not Ready Time

Calculate Per Agent Not Ready

Time

Calculate Not Ready Per Slot

Sum of ACD Calls & Abnd

Calls

Sum of All Skill/Set ACD

Calls

Sum of All Skill/Set Abnd

Calls

Avg of Avg Speed of Answered Calls for all

skillset

Avg of Avg of Abnd Calls Time for all

skill/set

Avg of all Skill/set

service level

Staffed Number from any skill/set

Avg of Avg of Talk Time for all skill set

Sum of ACW for all skill/set and divide by

ACD calls

Total Aux/Others

Time

Divide total aux/others time with

staffed agent

Divide total aux/others

time with 30 minutes

0000

Attendance Summary

Extract Data from Attendance Sheet

Calculate Present Days

Calculate OFF Days

Calculate Approved Leaves

Calculate Informed Leaves

Calculate Un-Informed Leaves

Marks as per KPIs Document

0000

Agent KPIs Reservation


Data Conversion for Correct Time

Measure

ACD calls + Outbound Calls (if

works on Outbound)



Calculate Average Not Ready Time

Calculate Average Login Time

Calculate Average Ring Time

Marks Assigned as per KPIs Document

0000

Agent KPIs Queues


Convert EXTN Calls in Numbers & Present Days

Extract QG from SABRE

Add Action Transactions and

Calls that is divided by Present

Days


Calculate Average Not Ready Time


(Outbound)

Calculate Login Time

Assign Marks as per KPIs

Document

0000

Agent KPIs Awards Plus


Number Conversion & Add

Present Days

Calculate Average Login Time

Login to Awards Plus Website

Extract Agent Transaction

Total Agent Transaction

divided by present days

Extract data of Total Customer Help & Support, Missing Points, P.O. Mails and NE Transaction for the

month

Assigning marks as per KPIs Documents

0000

Awards Plus Daily Report

Extract Data from Awards Plus Daily

Report

Enter NE (New & Closed)

Enter MP (New & Closed

Enter RD (New & Closed

Enter Emails (New & Closed)

Email is sent to concerned

departments

To: Manager.FFPCC: DGM.FFP,

GM Marketing Planning, Operation Manager Call

Center

0000

Medical Insurance Claim

OPD In Patient

Employee receives OPD

form from admin

Submission of form with

Prescription & medicine Test Slips to admin

Employee fills personal details.

Doctor fills medical history, signed & stamped

Admin checks docs, signs ,

stamps and sends to NJI

Follow up with NJI concerned Person for receiving case

NJI takes 10 to 15 days for clearance

of claim form.

Check is handed over to employee

Claim through Panel Hospital

Doctor Check Up

Doctor advises to admit

Employee submits Health Card in

Hospital corporate section.

Corporate section mails to NJI &

PIACC Admin for approval

On approval, employee gets free treatment

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