The document provides an overview of the proposed customer care model, including: 1) A two-tiered structure with a front office (online) and back office (offline) to handle all customer contacts. 2) Detailed guidelines for contact center design that specify user segments, IVR trees, agent skill sets, queues, and interactions between customer support and other functional areas. 3) Concept diagrams showing customer routing based on attributes like user type, value, language and IVR choices to the appropriate support teams.

1. Page 1ProjectFolder-AreaFolder-Name-Date-DesktopPublishing-Author
Summary of the Customer Care Concept
Customer Attention Model – Architecture
Front Office (Online)
The Customer Care Attention Model builds upon two main building blocks, Front-
and Back-Office, to service all contacts with the various types of customers.
Back Office (Offline – ‘Trouble Ticket Champions’)
Enterprise and residential Prospects and Users
Users Mobile
Functional Areas
Finance
Network /
NOC
IT Sales Marketing
SME
Contact-Centre focus
Prospects
Mobile
Technical Billing
Mobile
General
Mobile Back Office BO Billing & Collections
Customer Attention Model
Other areas, e.g. sales
Managed by Sales Area
Pending final definitions by other
areas
1st
line
Online
service
2nd
line
Back
Office
service
Other
areas
CC users
A B C
3
5 6
VIPs/HVC
…
Dealer
Help Desk
Dealers
Key
Enterprise
CUST # Dealer #
Calls
4
Calls Trouble Tickets
CTI + IVR
Trouble Tickets
CallsCalls
2
Calls
Back Office (Online)
Save
Team
Calls
* Calls can be handled over between CSRs of Customer Support Units via preferential ACD status
4
‘Trouble Ticket Champions’
are responsible of following
up tickets until closure and
informing clients of outcome
Enterprise
Key Ent Admin
Outbound
Marketing
1
Activation
Support
5
SME
VIP/
HVC
F
64Customer Support*
Activa #Key #
Calls

2. Page 2ProjectFolder-AreaFolder-Name-Date-DesktopPublishing-Author - Work in Progress -
Detailed Contact Center Design Guidelines
Overview of items to be detailed in Customer Attention Model
The objective of the design guidelines is to specify the detailed set-up of the
Customer Attention Model.
Functional
areas
Users
1 3 6
2 5
7
4
- User segments
- Access numbers
- Priorities and service
levels per segment
- Charges
User Access
- Detailed IVR trees per
user segment
- Languages of IVR
- Voice response
mechanisms
- Tunes or messages to
fill waiting times
IVRs
- Skill set of back BO
agents
- Communication FO/BO
- Responsibilities & KPIs
- Languages
- Interaction with
customers
Back office work
- Number recognition
- Call routing rules
- Account pop-up
CTI call routing
- Queue
management
- Skill sets of FO
agents
ACD queuing
- Verbal hand-shake & good-
bye
- Escalation and Online
transfer procedures
- Responsibilities per area &
KPIs
Front-line care
- Interaction between CC &
functional areas
- Languages
- SLAs
Interaction with
functional areas
CTI IVR ACD
- Contact Center
hierarchy
- Opening hours
- Service Level
assumptions
General
8

3. Page 3ProjectFolder-AreaFolder-Name-Date-DesktopPublishing-Author - Work in Progress -
Customer Care
Conceptual view of the attention model
Non-exhaustive
NR Number recognition
Front
office
teams
Mobile3)
BillingActiva-
tion
(1)
Includes home customers and enterprise users.
(2)
Includes personal customers and enterprise users.
Inbound contact
Customer
type
IVR (call
reasons)
ACD
Queue
Dealers Mobile(2)
External VIPs
Prospect
IVR
5
Routing on the basis of user type, value,
language and IVR choice (call reason)
CTI
Language
Customer
value
Different
Languages
L
VIP/
HVC
SME
support
SME Key
account
& Soph.
large
account &
Power SME
Sales
Help-
desk
Billing Mobile(3)
Back
office
teams
Save
Team
FinanceOther
areas
Network/
NOC IT Sales Marketing …
1
Key
Acc.
support
Out-
bound
2
L
(3)
Includes technical requests.
NR
Direct.
Services
(tbd)
Budget
Mobile
IVR
Value
Mobile
IVR
Value
L L
4 3
L
Call
NR
Call
NR NR

4. Page 4ProjectFolder-AreaFolder-Name-Date-DesktopPublishing-Author
Key account
administrator
Detailed Contact Center Design Guidelines
Summary of CTI Call routing according to origin and customer profiles2
Users CTI
VIP/HVC
Budget mobile**
-postpaid (a)
-Prepaid (b)
Roamers
Mobile
NewTel**
non-
registered
number
Value Mobile/
-Postpaid (a)
-Prepaid (b)
Call classification and routing
- Value and language
Call Origin Skilled CSRs
** Includes off-line numbers registered as NewTel customers; * Different number for dealers sales support (dealer hotline team is not part of call center)
IVRs
Self-care and routing
ADCIVR
IVR Routing
(Supporting voice and dial-tone response)
ACD
Queuing
Priorities
and
queues
Prospect
Prepaid
recharge
& balance
Recharge &
balance
SMEs
SME
Key account
administrator
Activa #
Key #
Rech #
Voicemail VoicemailVoice #
CC #
First line
General
mobile
VIP/HVC
Technical
mobile
Billing
Activation
SME
specialists
Key acc
specialists
Help Desk
Dealer*
Dealer
HD #

5. Page 5ProjectFolder-AreaFolder-Name-Date-DesktopPublishing-Author
Self care IVR 2.1x
Prio
3
Prio
3
Detailed Contact Center Design Guidelines
CTI Call routing for mobile customers2
Users CTI IVRs ACD
VIP/HVC
Budget mobile**
-postpaid (a)
-Prepaid (b)
Mobile
NewTel**
First line
Value Mobile/
-Postpaid (a)
-Prepaid (b)
General
Technical
Billing
Prio
3
VIP CSR
General
mobile
Technical
mobile
Call classification and routing
- Value and language
Call Origin
1a/b
Prio
1
IVR Routing
(Supporting voice and dial-tone response)
ACD
Queuing
Skilled CSRs
** Includes off-line numbers registered as NewTel customers.
IVR with option to speak to CSR
Option to speak to CSR
Prio
4
1.1 IVR with option to speak to CSR
IVR with option to speak to CSR
General
Technical
Billing
2a/b
1.3
Prio
42.1
2.3 Prio
4
Roamers
Billing
General
Technical
Billing
3
Self care IVR 3.1x Option to speak to CSR3.1
IVR with option to speak to CSR
3.3
Prio
3
Prio
3
Prio
3
CC #
Prepaid
recharge &
balance
Recharge Recharge self care IVRRech #
Voicemail VoicemailVoice # Voicemail self care IVR
7
8

6. Page 6ProjectFolder-AreaFolder-Name-Date-DesktopPublishing-Author
Detailed Contact Center Design Guidelines
CTI Call routing for dealers, prospects and SME administrators2
Users CTI IVRs ACD First line
Call classification and routing
- Value and language
Call Origin IVR Routing
(Supporting voice and dial-tone response)
ACD
Queuing
Skilled CSRs
** Includes off-line numbers registered as NewTel customers; * Different number for dealers sales support (dealer hotline team is not part of call center)
Existing
customer
Prospect
Prio
5
non-
registered
number
Prospect
SMEs SME
Mobile
Validate number6.1 Go to
1/2
6.2 6.2x General (self care)
SME
experts
Choice of
language General
mobile
Key account
administrator
Key account
administrator
Key acc
expertsKey #
ActivationActiva #
Help Desk
Dealer
Dealer
Dealer*
HD #
6

7. Page 7ProjectFolder-AreaFolder-Name-Date-DesktopPublishing-Author
9. Previous menu
1. Activate service 1
9. Previous menu
0. Agent (general mobile)
9. Previous menu
0. Agent (general mobile)
9. Previous menu
0. Agent (general mobile)
1. For value service 1
3. For value service 3
1. Promotion activation
Detailed Contact Center Design Guidelines
Detailed IVR trees per user segment – Value Users Postpaid (a)3
Welcome message
Front
office
CSRS
(in-house)
1a 1a.X 1a.X.X
1a
Value customers have the option of reaching an agent from the second IVR level.
General
mobile
Technical
mobile
Billing
1a.1.1
1a.1.3
1a.1.2
“Postpaid bill payment
methods” message
Back to previous menu
Confirmation and
transaction number
Back to menu 1a.1.2
1a
.1.2.2
1a
.1.2.3
1a.X.X.X
1a
.1.2.1
2. Technical support for
mobile services
3. Billing inquiries for
postpaid mobile services
1. Information on mobile
services
4. For information on
bill payment options
2. For bill payment
3. For bill enquiries
1. For balance check1a.3
1. Information on
“current postpaid
promotion”
2. Other “value added
services for
postpaid”
3. “3G advanced
services for
postpaid”
9. Previous menu
0. Agent
Prio
3
“VAS 1 postpaid”
message
9. Previous menu
1. Activate service 2
“VAS 2 postpaid”
message
9. Previous menu
1. Activate service 3
“VAS 3 postpaid”
message
1a.1 “Current postpaid
promotion” message
“Value added services
for postpaid” message
“3G advanced services
for postpaid” message
2. For value service 2
9. Previous menu
“Last invoice value and
current bill” message
Back to previous menu
General legend
To be adjusted
according to
specific offers
Direct access to
agent
9. Previous menu
0. Agent
1. activation Not available
for launch
0. Agent (gen mob)
0. Agent (gen mob)
0. Agent (gen mob)
Confirm if will
be available

8. Page 8ProjectFolder-AreaFolder-Name-Date-DesktopPublishing-Author
9. Previous menu
1. Activate service 1
Confirmation and
transaction number
Back to menu 1a.1.2
“VAS 1 prepaid”
message
9. Previous menu
1. Activate service 2
“VAS 2 prepaid”
message
9. Previous menu
1. Activate service 3
“VAS 3 prepaid”
message
0. Agent (gen mob)
0. Agent (gen mob)
0. Agent (gen mob)9. Previous menu
0. Agent (general mobile)
9. Previous menu
0. Agent (general mobile)
9. Previous menu
0. Agent (general mobile)
1. For value service 1
3. For value service 3
1. Promotion activation
2. Technical support for
mobile services
3. Billing inquiries for
prepaid mobile services
4. Fixed services
… see IVR tree 4
Detailed Contact Center Design Guidelines
Detailed IVR trees per user segment – Value Users Prepaid (b)3
Welcome message
Front
office
CSRS
(in-house)
1b 1b.X 1b.X.X
1b
Prepaid customers have the option of receiving support on recharging via the
customer support menu.
General
mobile
Technical
mobile
Billing
1b.1.1
1b.1.3
1b.1.2
“Prepaid recharge
methods” message
Back to previous menu
1b
.1.2.2
1b
.1.2.3
1b.X.X.X
Go
to 4
1b
.1.2.11. Information on mobile
services
1. For credits recharge
or balance check
2. For information on
recharging options
9. Previous menu
0. Agent
1b.3
1. Information on
“current prepaid
promotion”
2. Other “value added
services for prepaid”
3. “3G advanced
services for prepaid”
9. Previous menu
0. Agent
Prio
3
1b.1 “Current prepaid
promotion” message
“Value added services
for perpaid” message
“3G advanced services
for prepaid” message
2. For value service 2
… see IVR tree 7
Go to
7
General legend
To be adjusted
according to
specific offers
Direct access to
agent
9. Previous menu
0. Agent
1. activation Not available
for launch
Check prepaid
IN with
Marketing

9. Page 9ProjectFolder-AreaFolder-Name-Date-DesktopPublishing-Author
“Postpaid bill payment
methods” message
Back to previous menu
4. For information on
bill payment options
2. For bill payment
3. For bill enquiries
1. For balance check
9. Previous menu
“Last invoice value and
current bill” message
Back to previous menu
9. Previous menu
0. Agent (general mobile)
9. Previous menu
0. Agent (general mobile)
9. Previous menu
0. Agent (general mobile)
1. For value service 1
3. For value service 3
1. Promotion activation
2. Technical support for
mobile services
3. Billing inquiries for
postpaid mobile services
4. Fixed services
… see IVR tree 4
Detailed Contact Center Design Guidelines
Detailed IVR trees per user segment – Budget Users Postpaid (a)3
Welcome message
Front office
CSRS
(outsourced)
2a 2a.X 2a.X.X
2a
Budget customers have to pass through an extra IVR level before reaching an
agent, in order to avoid overload of the FO queue.
General
mobile
Technical
mobile
Billing
2a.1.1
2a.1.3
2a.1.2
2a.X.X.X
Go
to 4
1. Information on mobile
services
1. Information on
“current postpaid
promotion”
2. Other “value added
services for
postpaid”
3. “3G advanced
services for
postpaid”
9. Previous menu Prio
4
2a.1 “Current postpaid
promotion” message
“Value added services
for postpaid” message
“3G advanced services
for postpaid” message
2. For value service 2
General legend
To be adjusted
according to
specific offers
Direct access to
agent
9. Previous menu
0. Agent
1. activation Not available
for launch
2a.3
9. Previous menu
1. Activate service 1
Confirmation and
transaction number
Back to menu 1a.1.2
“VAS 1 postpaid”
message
9. Previous menu
1. Activate service 2
“VAS 2 postpaid”
message
9. Previous menu
1. Activate service 3
“VAS 3 postpaid”
message
0. Agent (gen mob)
0. Agent (gen mob)
0. Agent (gen mob)
2a
.1.2.2
2a
.1.2.3
2a
.1.2.1
Confirm if will
be available

10. Page 10ProjectFolder-AreaFolder-Name-Date-DesktopPublishing-Author
“Prepaid recharge
methods” message
Back to previous menu
1. For credits recharge
or balance check
2. For information on
recharging options
9. Previous menu
0. Agent
… see IVR tree 7
Go to
7
9. Previous menu
1. Activate service 1
Confirmation and
transaction number
Back to menu 1a.1.2
“VAS 1 prepaid”
message
9. Previous menu
1. Activate service 2
“VAS 2 prepaid”
message
9. Previous menu
1. Activate service 3
“VAS 3 prepaid”
message
0. Agent (gen mob)
0. Agent (gen mob)
0. Agent (gen mob)9. Previous menu
0. Agent (general mobile)
9. Previous menu
0. Agent (general mobile)
9. Previous menu
0. Agent (general mobile)
1. For value service 1
3. For value service 3
1. Promotion activation
2. Technical support for
mobile services
3. Billing inquiries for
prepaid mobile services
4. Fixed services
… see IVR tree 4
Detailed Contact Center Design Guidelines
Detailed IVR trees per user segment – Budget Users Prepaid (b)3
Welcome message
Front office
CSRS
(outsourced)
2b 2b.X 2b.X.X
2b
Prepaid budget customers will have support on recharging. For additional
support they have to pass through an extra IVR level before reaching an agent.
General
mobile
Technical
mobile
Billing
2b.1.1
2b.1.3
2b.1.2
2b
.1.2.2
2b
.1.2.3
2b.X.X.X
Go
to 4
2b
.1.2.11. Information on mobile
services
2b.3
1. Information on
“current prepaid
promotion”
2. Other “value added
services for prepaid”
3. “3G advanced
services for prepaid”
9. Previous menu
Prio
4
2b.1 “Current prepaid
promotion” message
“Value added services
for perpaid” message
“3G advanced services
for prepaid” message
2. For value service 2
General legend
To be adjusted
according to
specific offers
Direct access to
agent
9. Previous menu
0. Agent
1. activation Not available
for launch
Check prepaid
IN with
Marketing

11. Page 11ProjectFolder-AreaFolder-Name-Date-DesktopPublishing-Author
3. Information on acquiring
a temporary local mobile
line
4. Information on roaming
billing
Detailed Contact Center Design Guidelines
Detailed IVR trees per user segment – Roamers3
Welcome message
Front office
CSRS
(in-house)
3 3.X
3
General
mobile
Technical
mobile
Billing
1. Mobile services
information on roaming
9. Previous menu
3.1
“Mobile roaming
services” message
9. Previous menu
3.3
“Acquiring a temporary
local mobile line”
message
0. Agent
9. Previous menu
3.1
“Roaming billing”
message
0. Agent
Roamers have technical support and information on roaming services and offers
of temporary local mobile services via the IVR.
General legend
To be adjusted
according to
specific offers
Direct access to
agent
9. Previous menu
0. Agent
1. activation Not available
for launch
0. Agent
2. Technical problem on
roaming
Prio
3

12. Page 12ProjectFolder-AreaFolder-Name-Date-DesktopPublishing-Author
Mobile
General
3. Prospect customer
Detailed Contact Center Design Guidelines
Detailed IVR trees per user segment – Unrecognized lines3
Welcome message
Front office
CSRS
(in-house)
6 6.X 6.X.X
6
1. Existing customer calling
for mobile services
1. For consumer
postpaid mobile
services
6.3
9. Previous menu
5.3.1 “Postpaid Mobile/
promotion” message
0. Agent
0. Previous menu
6.1
“Type mobile number”
customer validation
Language
selection
… see adequate IVR tree
1a/1b/2a/2b
Go
to …
Unrecognized calls can receive information on consumer or enterprise offers.
4. For Enterprise
services
General legend
To be adjusted
according to
specific offers
Direct access to
agent
9. Previous menu
0. Agent
1. activation Not available
for launch
9. Previous menu
5.3.4 “Enterprise” message
0. Agent
2. For consumer prepaid
mobile services
9. Previous menu
5.3.2 “Prepaid mobile/
promotion” message
0. Agent
Prio
5

13. Page 13ProjectFolder-AreaFolder-Name-Date-DesktopPublishing-Author
2. Information on how to
recharge a prepaid
mobile line
Detailed Contact Center Design Guidelines
Detailed IVR trees – Prepaid recharge and balance check3
Welcome message
Credit balance message
7 7.X
7
1. Prepaid mobile recharge
“Type your prepaid card
number followed by #”
message on new balance
7.1
message on different
ways of recharging a
prepaid mobile line
Goes back to previous
menu
7.2
Front office
CSRS
General
mobile
Technical
mobile
Billing
Prepaid lines credit recharge IVR is simple and does not involve CC agents.
“Invalid card number,
please try again”
message on new balance
7.1.1
If card invalid number
7.X.X
General legend
To be adjusted
according to
specific offers
Direct access to
agent
9. Previous menu
0. Agent
1. activation Not available
for launch
For further information or
enquiries, call customer
service
Check prepaid
IN with
Marketing