The document provides information on the staffing and operations of a customer care department. It includes organizational charts showing employee schedules and team structures. It also outlines departmental focuses and key initiatives for Q3, such as hiring more customer care agents, implementing new sales support functions, and improving network quality. The goal is to provide excellent customer service while meeting sales targets and growing the customer base through affordable voice services.

1. Customer Care
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2. Induction to Excellence
• The function of the Customer Care Department is to
provide an excellent customer service
• The Vision is to create a high performance team that
delivers an excellence in everything that they do
• The Mission Statement is to be the peoples company
and to deliver our services at the best price
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3. Opening Hours 6am – 12pm
Groupe 6hres AM - 12 hres PM
•
1 Vide Dim-Vend
2 Ganthier Darline Dim-Vend
3 Joseph Jean Eric Lun-Sam
4 Vide Lun-Sam
5 Vide Lun-Sam
6 Vide Dim-Vend
7 Boursiquot Jhoane Lun-Sam
8 Lubin Renique Dim-Vend
9 Vide Dim-Vend
10 Raphael Derf Lun-Sam
11 Vide Dim-Vend (Team Leader)
12 Simon Rodelin Eliezer Dim-Vend
13 Vide Lun-Sam (Team Leader)
14 Colas Marie Paule Lun-Sam
15 Francois Johanne Dim-Vend
16 Greffin Marie carmelle Dim-Vend
17 Vide Dim-Vend
18 Vide Dim-Vend
19 Douyon Nathalie Staco Dim-Vend
20 Jean Valérie Lun-Sam
21 Vide Lun-Sam (Team Leader)
22 Luce Taïna Raphaël Dim-Vend
23 Petit Darline Dim-Vend
24 St Bon Rebecca Lun-Sam
25 Fanord Judith Lun-Sam
26 Vide Lun-Sam
27 Vide Lun-Sam
28 Vide Dim-Vend
29 Vide Lun-Sam
30 Vide Lun-Sam
Total : 15 personnes sur 30 personnes
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4. Opening Hours 12pm-6am
Groupe 12hres PM - 6 hres PM
1 Magloire Anne Andrelle Lun-Sam
2 Vide Lun-Sam
3 Lissade Gregory Dim-Vend
4 Merisma Marie Emmanuella Lun-Sam (Probation)
5 Mardy Gladys Lun-Sam (Probation)
6 Mervens Louissaint Lun-Sam (Probation)
7 Tresil Robenson Dim-Vend (Probation)
8 Oxile Marline Lun-Sam (Probation)
9 Baptiste Daphnee Lun-Sam (Probation)
10 Dorcely Louis Melchy Lun-Sam (Probation)
11 Eugene Shaina Lun-Sam (Probation)
12 Arbouet Djonathan Lun-Sam (Probation)
13 Joseph Marie Elene Lun-Sam (Probation)
14 Bosquet Cassandra Lun-Sam (Probation)
15 Lacrete Dorothee Lun-Sam (Probation)
16 Noel Patrick Lun-Sam (Probation)
17 Neol Eddy Baudelaire Dim-Vend (Probation)
18 Louis Martine Lun-Sam (Probation)
19 Sajous Estere Dim-Vend (Probation)
20 Plaisimond Stephania Desir Dim-Vend (Probation)
21 Mainsour Harisson Dim-Vend (Probation)
22 Brissault Djimmy Dim-Vend (Probation)
23 Jeannot Michel Junior Dim-Vend (Probation)
24 Jean Marc Nickenson Dim-Vend (Probation)
25 Petit-Frère Didier Dim-Vend (Probation)
26 Guirand James Dim-Vend (Probation)
27 Bernard Yves Joel Dim-Vend (Probation)
28 Lizaire Engvild Manouchka Dim-Vend (Probation)
29 Pierre Josué Dim-Vend (Probation)
30 Chery Martine Dim-Vend (Probation)
Total : 29 personnes sur 30 personnes
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5. Opening Hours 6pm-12am
Groupe 6hres PM - 12hres PM
1 Vide Lun-Sam
2 Azemar Alain Dim-Vend
3 Candy Patrick Dim-Vend
4 Tabuteau Marie Nadège Lun-Sam
5 Jean Louis Edyson Lun-Sam (Probation)
6 Vide Dim-Vend (Team Leader )
7 Joseph Rodrigue Dim-Vend (Probation)
8 Jean Raymond Lun-Sam
9 Joseph Emmanuel Farly Dim-Vend
10 Louis Jean Edouard Dim-Vend
11 Mc Nally Georges Wilfrid Jr Lun-Sam
12 Pierre Nathalie Dim-Vend
13 Vide Lun-Sam (Team Leader)
14 Louis Myrtha Dim-Vend
15 Telson Georges Reginald Dim-Vend
16 Vide Dim-Vend
17 Lorméus Louis Widopson Lun-Sam (Probation)
18 Georges Marc-Ronald Lun-Sam (Probation)
19 Jean Pierre Claude Melissa Lun-Sam (Probation)
20 Brunache Lynda Lun-Sam (Probation)
21 Francois Stephane Dim-Vend (Probation)
22 Guirand Hérode Lun-Sam (Probation)
23 Pascal Raynold Dim-Vend (Probation)
24 Théosa Wilson Dim-Vend (Probation)
25 Daméus Nelta Dim-Vend (Probation)
26 Saint Preux Fritzner Lun-Sam (Probation)
27 Cameau Jeff Carl Henry Dim-Vend (Probation)
28 Francois Nesli Lun-Sam (Probation)
29 Vide Lun-Sam
30 Vide Lun-Sam
Total : 24 personnes sur 30 personnes
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6. Direct, Indirect Support
and Reception
RECEPTION
1 Beauzier Mireille (8-5hres) Lun-Sam
2 Veillard Stéphanie (8-5hres) Lun-Sam
Total : 2 personnes
INDIRECT SALES SUPPORT
1 Myrlande Saintil (8-5hres) Lun-Sam (Superviseur)
2 Telfort Mukerson (8-5hres) Lun-Sam
3 St Brice Roland (8-5hres) Lun-Sam
4 Bellance Marie Lourdes (8-5hres) Lun-Sam
5 Laguerre Martine (8-5hres) Lun-Sam
6 Jean Louis Marie Yveline L. (8-5hres) Lun-Sam
7 Jean Noel Jean Guerson (8-5hres) Lun-Sam
8 Joseph Rodelyne (8-5hres) Lun-Sam
9 Pierre Canel Danie Emmanuella (8-5hres) Lun-Sam
Total : 9 personnes
DIRECT SALES SUPPORT
1 Aurore Cyprien (8-5hres) Lun-Sam (Superviseur)
2 Deraczin Iselande (8-5hres) Lun-Sam
3 Pierre Nicolas Junior (8-5hres) Lun-Sam
4 Guignard Marie Thérère Roche (8-5hres) Lun-Sam
Total : 4 Personnes
6 Grand Total : 13 personnes

7. Repair shop, Technical
Support and Management
REPARATION
1 Boaz Péan (8-5hres) Lun-Sam (Superviseur)
2 Grégory Guirand (8-5hres) Lun-Sam
3 Eddy Dorcelus (8-5hres) Lun-Sam
4 Dimitri Alexandre (8-5hres) Lun-Sam
5 Jean Francis Dumas (8-5hres) Lun-Sam
6 Gosnel Racine (8-5hres) Lun-Sam
7 Chery Ricardo (8-5hres) Lun-Sam
Total : 7 Personnes
TECHNICAL SUPPORT
1 Roger Blanchet (8-5hres) Lun-Sam (Superviseur)
2 Elicin Marjorie (6-3hres Lun-Sam
3 Péan Gregory (8-2hres) Dim-Vend
4 Guerrier Reginald Ludnère (8-2hres) Lun-Sam
5 Ricard Didier (3-12hres) Dim-Vend
6 Toussaint Rachelle (4-10hres) Dim-Vend
7 Aretis Pierre Robert (4-10hres) Lun-Sam
Total : 7 personnes
STAFF DE SUPERVISION
1 Geslet Bordes (8-5hres) Lun-Sam (Manager)
2 Guerino Maingrette (8-5hres) Lun-Sam (Superviseur)
3 Roldy F. Jeune (7-4hres) Lun-Sam (Superviseur)
4 Walter Perry (12-9hres) Dim-Vend (Superviseur)
5 Dacie Arbouet (8-5hres) Lun-Sam (Assistant Adm.)
6 Louverture Nelmeus (8-5hres) Lun-Sam (Chauffeur/Messager)
7 Jean Carleus Daniel (8-5hres) Lun-Sam (Trainer)
Total : 7 Personnes
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8. 8

9. Headcount
Current Month
Actual Budget Variance
HEADCOUNT
COS 42 50 8
IT 14 16 2
S&M 72 85 13
CC 76 91 15
G&A 52 68 16
Total 256 310 54
• Budget assumed 310 headcount, however due the amount of interviews/hiring process/approval the
recruiting process is delayed
• Recruiting for CC and other customer related areas need to be expedite since the Customer Base is growing
fast (to avoid a negative impact on quality of services)
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10. Network Performance
• Due the additional traffic generated for “free incoming” and “free nights” and the grow in the customer base the GSM
Network experience quality problems in May
• Mobile to Mobile traffic shows the highest negative impact on quality
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11. Network Performance
• Due the factors mentioned in the previous page the amount of drop calls show a substantial increase in May
• Apparently, the customers taking advantage of the “free nights” are the very low-end segment. Comcel should monitor the
situation to avoid a negative impact on the quality of services to high end users
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12. 2006 Focus
• Provide an affordable voice service to all people in Haiti – Best value
• Comcel “The peoples company”
• 670K subs end year (200K TDMA & 470K GSM)
• Improve Quality of Service in network, customer care, stores, dealers, etc. –
company wide.
• Not encourage migrations – transparent offering
• Growth via GSM only and by focusing on mid and low end subs.
• Compete head to head with Digicel with a service offering that’s compelling
for mid/low end segment. Simplicity and Voice, voice, voice……
• No focus on post paid, corporate and high end subscribers for 2006. Retain
existing.
• Grow indirect distribution country wide to 200 dealers & strengthen
provinces (regional centers).
• Strengthen US distribution
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13. Communications Timeline - Q3
15 15 15 15 15 15 15 15
5/1
↓ 6/1
↓ 7/1
↓ 8/1
↓ 9/1
↓ 10/1
↓ 11/1
↓ 12/1
↓
Roaming “Famille”
Mother’s
Day 5/28
*33 (incl. Orange DR) for all GSM/TDMA subs – Local
Calling
Content/Music
Call Me SMS “Famille”
New Tariffs & Profiles
Monthly Raffle [TDMA & GSM]
Winners all across the country
Co-op with companies
Events to present winners/news articles
“3 Benefits”
Handset Offer – offer dependent on gross ad targets
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14. Departmental focus Q3
Customer Care Sales
• Implement all functions in revised • Manage sales to meet gross ad
org chart target – target to be reviewed on a
• Hire, hire, hire – call center is weekly basis
priority • Implement new commission
• Replace PABX structure (internal and external)
• Implement service level • Have all regional centers
segmentation (customer value) operational
• Define and implement all aspects • Have 100 dealers “Voila designed”
of the new Sales support function (painting, signs, kiosk, etc.)
in co-operation with Sales • Continue to sign up new dealers
• Finalize re-construction of CC country wide
facility
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15. Departmental focus Q3
Marketing Products and Services
• Hire staff to fill open positions • Implemented roadmap
• Make recommendation on how we • Have new simplified tariffs
can continue to own the music approved and implemented
space. Use our artists for ring • EVD: perform trial, evaluation,
tones, etc. make recommendation, have
• Recommend and implement decision and implement.
concept for monthly raffles • Evaluate outsourcing of handset
• Revise and implement procedure management, make
to regularly update the web site recommendation and have SMT
• Provide recommendation on how decision.
we can improve street visibility, • Re instate profitability matrix, incl.
have decision and implement. procedure for monthly updates
• Make recommendation on how we
can “own” the music space from a
services perspective
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16. Departmental focus Q3
Projects
• Migrations: revise concept,
provide recommendation and have
decision.
• International roaming launched
and as well implement operational
procedures.
• Revise cross functional processes,
make recommendations, have
decision and implement.
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