Dimensions that need to be enhanced in warid

• Credibility

• Security

• Access

• Communication

• Understanding the customer

Assurance

Empathy

ISSUE-1Dimensions of Quality

5 Service Dimensions Customers Care About

The Service Triangle

Internal Marketing

Interactive Marketing

External Marketing

Company

CustomersEmployees

enablingpromises

delivering promises

Its the real time marketing were promises are kept

settingpromises

Reason of Failure

Gap 3 - The Service Performance Gap

Gap 5 - The Customer Gap

• Hire the best employees

• Train the right employees

• Develop and support employees

– train employees

– provide appropriate technology & equipment

– empower employees

Boundary Spanners

• Retain good employees

– measure and reward service quality achievements

– develop equitable and simple reward systems

You are a

Star Service

Provider

Strategies to close the gap

Tangibilize and communicate the service quality delivered.

By Follow-up techniques i.e. Emailing the customer whether the call clarity problem has been resolved

Perceivedservice

Expectedservice

Customer Gap

ISSUE-2Market Share

Reason of Less Subscribers?

Through Mobilink -WaridMerger

•Warid initially used aggressive marketing strategies

• To capture the market

•Gave tough competition to all players including Telenor that entered the market during the same time.

• But later on, Warid’s marketing team lost its spirits due to service quality

• Merging of both is a mutual decision by implementing combination of

• Market Development & Service Development

For Current Users of Warid

Mobilink’s 3G Service would be available as a “New Service”

For New Users of Warid:

New user can avail 4G/LTE service could act as a “Market Development”

• Staff of the branch has been found less motivated towards Organizational objectives

• Employees of Warid are fed up with their work

Conclusion And Recommendations

Develop People to Deliver Service QualityTrain for interactive skills

• Training program by Warid HR Manager for its existing employees

• Customer service representatives should be trained adequately to enhance their opening and call ending greetings , tone of voice , politeness etc

Retain The Best People

On the basis of employee performance, they should be rewarded with benefits like time flexibility

New Product Development:

Warid must start Online services like Easy Paisa of telenor an Timepey of Zongto attract more customers

Summary:Mystery Calling should be executed to

enhance performance standards

Training for interactive skillsRetaining The Best Performers by RewardingProvide technical SupportEmployee Empowerment

We believe that these recommendations will help the call center to minimize its service

gap.

Thank You!