Mr. Omar conducted an analysis of HR activities and policies at PTCL's EVP Contact Centre in Lahore. He found issues like low salaries, lack of motivation, and high turnover. To address this, he amended HR policies to encourage employee performance and motivation through incentives. He introduced an incentive plan that rewarded top performers based on quantitative and qualitative KPIs. This was aimed to improve employee satisfaction and the company's image for customers.

1. Project
Group Members BBA 7
Hammad zaheer BBHM-F16-148
Syed Ali Zain BBHM-F16-195
Aqib Malik BBHM-S16-023
Muhammad shazad BBHM-F16-150
Muntazir Mahdi BBHM-F16-160

2. Summary:
Executive vice president (EVP) Mr. Omar on 14th February 2010.He made internal
audit to excavate actual problem. Later he reviewed of audit report of PTCL Call
Centre inferred that Employees have many complains such as low basic salaries,
de-motivation, stress and lack of growth opportunities.
Pakistan Telecommunication Company Limited (PTCL) had the existence over the
past six decades since the establishment of Pakistan in 1947. It established and
worked under PTC act 1991. PTCL was listed on all stock exchanges of Pakistan,
and launched its mobile and data services subsidiaries in 2001 by the name of
UFONE and Pak Net respectively. PTCL shares initially were owned by the
Government of Pakistan, this holding had been limited to 62% since 2006, when
26% of shares were sold and control transferred to ETISALAT- and remaining
12% to the general public.
PTCL recognized as the leading Information and Communication Technology
(ICT) Service Provider worldwide. PTCL always focused on its vision of being the
leading ICT service provider by excelling namely in three factors like
professionalism, motivation and quality. With positioning statement “Hello to the
Future” had a mixture of their vision, brand name, business values and corporate
strategy. The demand for its 3G EVO wireless services had received exemplary
growth and provided with the benefit of nationwide roaming with uninterrupted
internetconnection around the Pakistan.
PTCL services named as follows: Business & Corporate Users, White Label
Services, Landline, EVO Wireless Broadband, Broadband Pakistan, PTV Service
(Smart TV), U-fone, International Network, Satellite Communication.
PTCL call center (an inbound call center) attended all incoming call of PTCL
helpline. Help lines of call center were coded as 1236, 1217, and 1218. .The PTCL
customers could get their billing queries resolved by calling this number and
selecting the relevant service from a menu. This facility was in line with PTCL’s
drive to improve and enhance its customer care services., PTCL also provided
multiple options to customers to pay their bills.

3. Structural analysis found this system insufficient as it resulted in lower employee
performance and intentions to turnover after two or three years of joining of
valuable employees.centralized management structure for all Call Centers, who
performed similar activities in Karachi, Islamabad, Lahore (KHI, ISB, LHR) and
changed thename of Call Centre “BnCC-1236” to “EVP Contact Centre
Operations, Lahore” in June-2010. Total approved Employees are 865 who
performed in all locations (Lahore, Karachi &Islamabad).
PTCL “TL”. Team leaders comprised of three hierarchical levels including TL I,
TL II and TL III. And contract is revised based on satisfactory performance of
contact Centre employees.
HR department, occupied by three employees in number. The department
performed two shifts duty per day. HR Department conducted many activities on
daily basis which might be classified under following two categories. One referred
to as outsource correspondence and second as Personal Management. HR
Department sends required quantity of employees to vendor for new employee’s
recruitment.
Personal management includes hiring and developing employeesPTCL. Ask
Development had firm policy regarding attendance and terms and conditions.
Probationary period was of four months from the date of joining, during which
your employment could be terminated without notice. They didn’t approve any
leave during the probation period and training program.Habitual late coming and
absenteeism without prior approval was highly discouraged.
At Ask development there were four phases, where each and every candidate was
thoroughly checked and filtered till final stage.It included 4-5 days training based
on different call center training modules.
The Payroll process included different major activities and payroll cycle calculated
from dated 21st to 20th of every month. the employees were eligible to receive
benefit from Contributions to Employees Old Age Benefits Institution, (EOBI)
which was Rs.480employee was liable to contribute Rs.80/ per month towards this
fund from his /her salary and remaining Rs.400/ per month.
Strike against payroll when PTCLCustomer Services Represented called on strike
at Mall road Lahore in front of Punjab Assembly building on 13th February,2013.

4. Sole purposeof strike was against the payroll, as they claimed that they had not
been 4paid for two months consecutively. . Management was quite dissatisfied
with call centre performance and directed EVP to develop plan of action to reduce
employee voluntary turnover and improve performance. On 14th February
morning, the EVP discussed the meeting points with HR manager Mr.Haziq and
called a meeting with Managers CSS Supportarea managers and Quality
Assurance. Secondly, he conducted analysis of different HR activities from hiring
to resignation or termination process. He made a review of all personnel policies
and rules & regulations. that they would transfer salary within 2-3 days of receipt
of payment from PTCL but In fact, every month employees had problem to get
salaries on time. Analysis investigated that there was a major flaw in this step of
transfer salary of employees on time.
Vendors approved time period of sending salaries in employee’s bank accountwas
within 3-4 days after approval of 4voice for payment but vendors took 6-8 days for
transfer salary of employees. , the customer sale agents were also complained that
no monthly incentive, medical and growth model has been introduced despite of
high inflation rate in the Pakistan. , PTCLwas not offering any type of financial
and fringe benefits to its employees of Contact Centers considering them the
employees of Ask Development not of the PTCL, so employees complained that
PTCLis not owning them. Mr.Omar made amendments to HR policies and rules to
stimulate and encourage employee’s performance and their motivation level. He
believed that for boosting motivation among Customer SupportAgents who were
playing a vital role in presenting a positive image of the company to the customers
need to be incentivized and thus motivated to continuously improve the service
provided to the customers and thus contributed towards organizational success.
Mr. Omar amended the HR policies and rules to encourage and encourage
employee performance and their level of motivation.He believes in encouraging
customer supportagents who were instrumental in presenting the positive
customers need to inspire the company's image and In this way, the company was
encouraged to continuously improve the services provided customers and thus
contributed to organizational success. I to bridge and strengthen communication
gaps relations.
In addition, in 2011, the first incentive plan was announced name of rewards and
recognition (incentive schemes) revised pay cycle for third party employees.

5. Before the year 2011, there were no awards or incentives for such employees. An
incentive plan was developed to serve as an incentive tool.
Incentive Plan
The proposed projectis to be promoted encouragement and performance of third
party communication center agents to achieve the desired level.The results of the
proposedreward system were guaranteed together the mechanism will be very
transparent minimum level of subjectivity in process and quality.The assessment
was based on KPI (see Exhibit 5) and quality measures were also ensured through
the system report prepared. Reports from MIS (Management Information System)
was used for review employee performance PI was standardized checked by team
and audit team
A criterion for performance evaluation was classified under three categories.
 Qualitative: DRE (Daily Random Evaluation) by the Quality Assurance
Unit (QAU) and the Supervisor’s evaluation.
 Quantitative: Attendance, restriction, average handle time, unprepared
time, login duration, number calls made by an agent over a specific period of
time.
 General:Quiz (on productknowledge).
Q 1 Were the issue raised by EVP contactcentre employees in year 2010
rationale.
In 2009 hierarchy of call centre consisted of seven levels of management.
Structural analysis found this system insufficient as it resulted in lower employee
performance and intentions to turnover after two or three years of joining of
valuable employees .Consequently, this lead higher management decision of
increasing some management posts and redesigning centralized management
structure for all Call Centers, who performed similar activities in Karachi,
Islamabad, Lahore and changed the name of Call centre to EVP Contact Centre
Operations, Lahore in June 2010. Total approved Employees are 865 who
performed in all locations. EVP ContactCentre Operations, Lahore was equipped

6. with approximately 390 CSRs per month on average and operated round the clock,
hosting more than 380 Customer Service Agents.
Contact centre whole team of CSR consists of three major categories; one category
is called Customer Service Executive second occupied by Customer Service Agent
and above them there was a team of team leaders who were called. Team leaders
comprised of three hierarchical levels including. Above TLs there was the team of
higher management . These all operators and the team leaders of call centre team
were hired through third party named Ask development. This third party offered a
nine months contract to all employees working for PTCL. Contract is revised based
on satisfactory performance of contact centre employees.
Q 2 Presentyour analysis about KPIs. Why KPIs were made? Are these
developed on smart criteria? Do you think performance standards are link
with rewards?
Analysis about KPIs
Key Performance Indicators (KPIs) were measured during the research in
consultation with service providers. Network availability in KPI, availability of
services, speed of download and upload bandwidth, how much data a user can
receive or at most, send at round trip time, data to reach and return to a particular
destination Arrival, conflict rate, total bandwidth ratio and number of subscribers
or maintaining the number and capacity of subscribers per unit of bandwidth of
downloading or uploading speed and maintaining capacity and the lower the visit
time and conflict ratio, the better the quality of service..
Why KPIs were made?
KPIs are made becausethe KPIs is most important indicator of any organization
because he used 4 main areas in organization.
 Revenue improvement
 Costreduction
 Process cycle-time improvement
 Increased customer satisfaction

7. Do you think performance standards are link with rewards?
Yes performance standard link with rewards because when we give them rewards
and appreciate our employees work than their performance will be good for future
and they we work for the organization with the depth of their hearts.
Q3: Discuss how growthand incentive model of contactcentre are adjust to
market pay privilant in similar industry and alignedwith agent’s need?
The operators who have been engaging in the middle company of Contact Centre
have been unhappy and complaining approximately revenue, antique age
advantages and profession increase. Additionally, the client sale retailers have been
additionally complained that no monthly incentive, medical and growth version has
been added despite of excessive rate of inflation within the Pakistan. Similarly,
CSEs claimed that that they'd neither been given profits improve nor
merchandising on account that 2007 and have been spending the life of an above
common character however now state of affairs has been intensified duet excessive
rate of inflation in economic system. Per CSE Mr. Taha, who had been working for
5 or six years for PTCL but had no longer been presented any merchandising while
that duration in call centre enterprise presented a number of profession increase
plans. With the passage of your time the graph in their average living wellknown
had long pastdownward comparative to career of the similar enterprise despite of
non-stop tough work on full time 40 hours/according to week jobs. • Additionally,
CSRs had been of the opinion that incentive standards for ContactCenter
personnel changed into unrealistic because it required that right here ought to be
zero error inside the bestof call and therefore the only who need to win should
hold 100% attendance for the duration of the month. The amount of prize was
minimum Rs 1000 to maximum Rs 5000 and business enterprise turned into
supplying one prize in keeping with month for the complete institution following
zero sum praise coverage. There turned into absenceof outside and leisure
activities inside the habitual activity of employees of PTCL to lift employee
loyalty and create solidarity, live and to give the people the sense of belongingness
and ownership. Their crew observed no time to preserve on with one another to
extend the interpersonal relationship. • Additionally, PTCLwasn't providing any

8. style of financial and fringe advantages to its employees of Contact Centers
thinking about them the workers of Ask Development no longer of the PTCL, so
employees complained that PTCLisn't always owning them. • Contact centre
employees have been indulging themselves into reading newspaper,
announcements throughout Grapevine become determined which feature sort of a
termite to the performance. They have become politically charged and confirmed
loss of interest at place of work. Mr. Omar made amendments to HR guidelines
and rules to stimulate and inspire employee’s performance and their motivation
level. He believed that for reinforcing motivation among Customer SupportAgents
who have been gambling an important position in supplying a fantastic image of
the corporate to the consumers need to be incentivized and for this reason
influenced to constantly improve the carrier supplied to the customers and
accordingly contributed in the direction of organizational achievement. In order to
overcome the communication gap and to create strong relationships Mr. Omar
informed HR-Manager to shape a element of policy that reporting managers have
to keep a daily meeting to update group of workers with present day records and
make each day fulfillment reports. So that appreciation name may be given to the
high performer of the day. These awards can be given to any member of personnel
as a manner of appreciating and applauding the outstanding achievements of
Customer SupportRepresentatives and incorporating the critical detail of
immediately popularity They believed that only influenced and happy personnel
should give fantastic image to clients. In year 2013,CSA who were eligible to get
hold of Rs. 16,200, after four months of probationary duration and CSE had been
to given Rs. 22,200 after three hundred and sixty five days of revel in. It had been
introduced that Top 5% Agents who continuously show off incredible overall
performance (greater than 90%)for a minimum duration of 6 months shall be
shortlisted and considered for profession progressionand boom. The profits tiers
could be CSA to CSE Rs. 11200 to 16200, CSE to Team Lead Rs.16200 to 22,two
hundred, Team Lead III to Team Lead II Rs. 22,2 hundred to 26000 and Team
Lead II to Team Lead I Rs. 26000 to 30000.
Q.4:Discuss and analyze the incentive plan and its costfor EVP contact center
which announced by Mr. Omer to address the issues regarding recognition and
recreational activities. What could the impact of such incentive plan on agents?

9. Incentive plan
The proposedprojectis to be promoted encouragement and performance of third
party communication center agents to achieve the desired level.The results of the
proposedreward system were guaranteed together the mechanism will be very
transparent minimum level of subjectivity in process and quality.The assessment
was based on KPI and quality measures were also ensured through the system
report prepared.Reports from MIS (Management Information System) was used for
review employee performance was standardized checked by team and audit team
A criterion for performance evaluation was classified under three categories.
 Qualitative: DRE (Daily Random Evaluation) by the Quality Assurance
Unit (QAU) and the Supervisor’s evaluation.
 Quantitative: Attendance, restriction, average handle time, unprepared
time, login duration, number calls made by an agent over a specific period of
time.
 General:Quiz (on productknowledge).
Analysis
Mr.Omer designed a reward system for the employees on the basis of their
performances so that it will increase their interest in their job
 The bestperformers were nominated for the rewards and in parallel
the quality improvement plan were unitized to improve the
performances of those employees who had not able to show the
expected level of performance
 The third party agents and team leaders had been divided into
different categories and the nominations were made from each of
these individual groups.
Different kinds of reward were introduced for the purposeof increase the
confidence of the employees, the names of the rewards are as follows:
 Appreciation certificates
 Wall of fame

10.  Preferred shift
Some of the name of the bonding rewards are:
 Annual gala
 Ifftar dinner
Impact of incentive plan on agents
As the incentive plan was pretty fruitful for the employees, number of packages
were given to the employees in the incentive plan. So it will definitely impact a
positive influence on the employees
Employees will see that they are an important part f the organization they will
realize their importance in the company and it will directly effect on the
performance of the organization
As we discussed there are a number of rewards and appreciation for the employees
on the basis of their performances individually so they will put their potentials in
their job and that will be great for the organization itself
It is a human nature that when they know their work will be appreciated they try to
make it better. So I think the employees and the agents as well will improve their
work in their respected ways.
Questionno: 5
Keep in view Vision and mission of the PTCL, describe how do the amended
polices of this organization are aligned with the vision and mission of this
company.
Vision and mission of PTCL:

11. PTCL always focused on its vision of being the leading ICT service provider by
excelling namely in three factors like professionalism, motivation and quality.The
demand for its 3G EVO wireless services had received exemplary growth and
provided with the benefit of nationwide roaming with uninterrupted internet
connection around the Pakistan.
PTCL mission its efforts to re-engineer its customer service delivery processes,
supported by technological and business model innovation. PTCL had been able to
retain their customers. On the technology aspect, PTCL had been continually
committed to invest heavily in wire line and wireless platforms for their
customer.PTCL had sheer focus on offering new services to its business world to
meet the need of competitive environment.Today, significant innovative
changeshad been made in PTCL after its privatization.
Polices of the Organization:
 Ask Development had firm policy regarding attendance and terms and
conditions.
 Probationary period was of four months from the date of joining, during
which your employment could be terminated without notice.
 They didn’t approve any leave during the probation period and training
program.
 Habitual late coming and absenteeism without prior approval was highly
discouraged.
 At Ask development there were four phases, where each and every candidate
was thoroughly checked and filtered till final stage.
 It included 4-5 days training based on different call center training modules