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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
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 representing about 55 percent of the market share. MTN offers subscribers a maze of exciting options under Pay Monthly and Pay As You Go Services.
INTRODUCTION CONT.
MTNs network coverage is extensive, covering all ten regions in Ghana and remote areas. MTN continues to invest heavily in infrastructure to expand its coverage across Ghana. Since its establishment in 1993, MTN has been alive to its 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 focus areas are education, health, economic empowerment, music, arts and culture.
VISION
To be the leading telecommunication service provider in emerging markets.
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 providing growth prospects for its employees.
INDUSTRY ANALYSIS INCLUDING COMPETITORS AND INDUSTRIAL BENCHMARKS: By far MTN is one of the best in its field. It has an ultra modern facility with adequate skilled labour. It is also a customer oriented and cost friendly organisation. Its compertitors include: Tigo Kasapa Vodafone Zain Benchmark: The AT & T is the one of the best telecommunication firms in the world and MTN hopes to attain that standard in the year 2015. One of the benchmarks of MTN is its 24hour accessibility to its customers.
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 of MTN - Ghana. This area plays a very significant role in customer satisfaction.
Yes
problem is solved
Back office solves the problem N o Complaint is forwarded to Intelligence Network (I.N) for solution
yes
Exit
Exit
Supervisor Supervisor
Supervisor
Supervisor
Entrance/ Exit
PROBLEM STATEMENT
The problem statement of this study is long waiting and handling time during the call centre process.
PRESENTATION OF DATA
This chapter deals basically with the presentation of data collected.
PROCESS Call is connected to PABX Call is transferred to IVR Call agent answers Complaint is sent to back office Problem is solved and back office calls customer to confirm Complaint is forwarded to I.N. for solutions Total processing time PROCESSING TIME (In minutes) 1.5 2 3 2 3 1.5 13 PERCENTAGE 11.54% 15.39% 23.08% 15.39% 23.08% 11.54% 100%
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 the current 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 meaning customers 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.
Longer time is spent when call agent answers the call before customer states problem.
ALTERNATIVE PROCESS
Customer calls
For product s and services press 1 for yes or 2 No N O Call is transferred to IVR
Yes
Yes
problem is solved
Agent answers
Exit
Back office solves Ye the s proble m N O Complaint is forwarded to I.N. for solution problem is solved and ended
End
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.
RECOMMENDATIONS
We recommend that the alternative process should be implemented by MTN Ghana because it would reduce the long waiting and handling time that customers spend during the call centre process.