CRBT Service information and complain handling guideline /May 2022

CRBT SERVICE INFORMATION OR COMPLAIN

HANDLING GUIDELINE
Division: Customer Services

Department: Contact Center

Guideline Owner: Contact Center

Review of the document

Version Name Date Modifications

V 01 Debebe Mengiste 13/05/2022 Creation
V 02 Debebe Mengiste 28/06/2022 Modified
V 03 Debebe Mengiste 23/08/2023 Modified

Responsible for Validation

Name Title & Entity Signature Date Version

Gebrelibanos Teame Contact center Director V. 02

Yared Tadesse Operation Support Director V. 02

Gebrelibanos Teame Contact center Director V. 03

Yared Tadesse Operation Support Director V. 03

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 CRBT Service information and complain handling guideline /May 2022

Table of content

Contents
1. Objective and Scope of the Guideline.......................................................................................1
1.1 Objective...................................................................................................................................1
1.2 Scope.........................................................................................................................................1
2. Procedure Description..................................................................................................................1
2.1 Money deducted but CRBT tone not activated................................................................1
2.2 Tone changed without customer request.........................................................................2
2.3 Unable to change tone/ unable to purchase additional tone.......................................2
2.4 Request for tone not included in the catalog...................................................................2
2.5 CRBT deactivated without customer request..................................................................2
2.6 Unable to register CRBT service.........................................................................................3
2.7 Received wrong CRBT tone code.......................................................................................3
2.8 CRBT service deactivated but monthly rent deducted..................................................3
2.9 Unable to use a personal library.........................................................................................3
2.10 Unable to modify the language............................................................................................4
2.11 CRBT deactivated but unable to get the beep sound....................................................4
2.12 Unable to set different CRBT to different callers............................................................4
2.13 Unable to use the express copy..........................................................................................4
2.14 Unable to receive SMS after CRBT command.................................................................4
2.15 Unable to send and receive CRBT gift...............................................................................5
2.16 CRBT cancelation request....................................................................................................5
3. Procedure.........................................................................................................................................6
4. Supporting tools and system documents................................................................................7
4.1 Supporting tools.....................................................................................................................7

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 CRBT Service information and complain handling guideline /May 2022

1. Objective and Scope of Guideline

1.1 Objective
The objective of this procedure is to give clear guidelines to handle different
customer requests regarding CRBT service.

1.2 Scope
This guideline uses by the Contact Center Department to handle incoming calls of CRBT
service requests from customers. The procedure also covers the guideline to apply CRBT
service call and its controlling steps.

2. Procedure Description
Different feasible CRBT service causes and scenarios that help to handle the incoming
call. The scenarios are detailed as follows: -

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 CRBT Service information and complain handling guideline /May 2022

No Activity Actor Description and Comments Method

 Should inform the full CRBT information

to the customer.
Examples of CRBT information:
 Have balance at list 5 birr but if the Avaya

1 Receive CRBT Advisor/ customer uses (he/she still online) internet IPCC
information Specialist the balance should have been 5.45 birr or
request more.
 Subscription fee: free
 For tone change 5 birrs for local
 Monthly service rental fee: 5 birr /month,
incl. VAT
 Steps to use CRBT service through 822 …
 Register the service request and close
the conversation.
 Change the CRBT language as per CSP
Receive CRBT customer request and advise customer to
2 Advisor/ Avaya
language change use 822 to change language for next
Specialist
request time. IPCC

 Register the service request and close

the conversation.

3 Receive CRBT Advisor/  Did the customer request the service on

complain Specialist the dialed phone number?

 If yes go to step 4, but if no go to step 7

4 Yes, customer Advisor/  Check SIM and CRBT status then CRM

complain with Specialist balance for CRBT service CSP

dialed phone CRBT
number Portal

Is it active? If it is not active go to step 5 but if it is active go to step 7

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No Activity Actor Description and Comments Method

 Should inform the necessary information Avaya

No, it is not Advisor/ based on status.
5 IPCC
active Specialist  Register the service request and close
the conversation.
 Does it require CS portal?
 No, it does not require CS portal.
o Advisor/specialist should handle
and inform full information based
on CRBT guideline.
 Yes, it does require CS portal.
CSP
 does the customer want CRBT service
Avaya
now?
6 Yes, it is active Advisor/ o If the customer answer is no, the IPCC
Specialist Advisor/specialist should handle KB
and inform full information based
CRBT
on CRBT guideline.
o If the customer answer is yes, portal
Handle the customer request by
using CRBT portal based on
CRBT guideline.
 Register the service request and close
the conversation.

7 No, customer Advisor/  Did the customer request the service on Avaya

complain with not Specialist the dialed phone number?

dialed phone
number/ by other
number

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No Activity Actor Description and Comments Method

 Does the case require to be asked a

criteria?
 If not, the advisor/specialist should
follow the above step 4, 5 and 6
properly.
 If yes, Advisor/specialist should ask
CSP
Yes, the the following criteria.
Advisor/ Criteria: - Avaya
customer
 Mandatory
8 complain with Specialist IPCC
 Ownership full name - If customer profile is
dialed phone KB
available on CRM
number.
 Also ask additional one criteria from the below CRBT
list – For Prepaid service portal
 Three dialed number
 Repetitively one dialed number
 Last charged denomination value
 PUK Code number
 When (Month) CRBT service subscription or tone
changed
 Also ask additional one criteria from the below
list – For Postpaid service
 Three dialed number
 Repetitively one dialed number
 PUK Code number
 When (Month) CRBT service subscription or
tone changed
 last month’s paid bill amount

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Did the customer correctly answer the above-listed criteria?

No Activity Actor Description and Comments Method

 Advisor/specialist should follow the CSP

Yes, the Advisor/ above step 4, 5 and 6 properly.
9 Avaya
customer
Specialist  Register the service request and close
answered the IPCC
criteria correctly. the conversation.
KB
CRBT
portal

 Does it require CS portal?

Avaya
No, the customer  Should Inform the customer to call back
10 does not answer Advisor/
the criteria again using required service number IPCC
correctly. Specialist and/or to use self-service.
 Register the service request and close
the conversation.

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Note: -

 CRBT cases need to ask the criteria which customer requests/complaints

with not dialed service number/ by other service number.
 for unable to register CRBT service case- If it is active and has enough
balance
 Unable to change tone/ unable to purchase additional tone - customer has
enough balance and is still unable to change the tone.
 CRBT deactivated without customer request.
 Unable to set different CRBT to different callers.
 CRBT cancelation request
 If the customer profile is not available on CRM for only the above CRBT
cases – advisor should inform to go the nearest ethio telecom shop
3. Guidelines

3.1 Money deducted but CRBT tone not activated.

 Case 1 If it is a synchronization problem (grace period)– deducted on

CRM and delayed in CS portal because of a synchronization problem,
we should register call reason and write the service number in a remark
– handle customer request for calling number or another service
number.
 Case 2. Some customers assume that they get a ring tone during
subscription time, so we should check whether the customer has
purchased a ring tone or not on CRM and CS portal starting from the
subscription date. We should inform the customer based on the
investigation result – handle customer requests for calling number
or another service number.

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 Case 3. Customer purchased a ring tone but not set on the CS portal, in
this case, Advisor should check the recently purchased tone from the
library and support customer’s by setting the ring tone on the CS portal.
Should handle for the calling number or another number.

3.2 Tone changed without customer request.

 Case 1. Because of a synchronization problem on the original CRBT
customers’ tone will be changed to default, we should escalate the case
to the immediate coach /supervisor by stating the specific location of the
customer - handle customer requests for calling or another service
number.
 Case 2. When the advisor changed the CRBT tone mistakenly without
the customer’s request, coach should take corrective action based on
collective agreement.

3.3 Unable to change tone/ unable to purchase additional tone.

 Case 1. Check the service number has enough balance to change the
tone, if not have enough balance First, ask the customer what CRBT
tone he/she wants then send the CRBT tone code via SMS and tell
them to send it 822 when they have a 5 birr balance, - should handle
customer requests for calling number or another service number.
 Case 2. If the customer has enough balance and is still unable to
change the tone, we should support the customer by setting the tone on
the CS portal according to the customer’s request/need - Should
handle with a calling number or another number with refer listed
criteria in the CRBT procedure.
3.4 Request for tone not included in the catalog.
 Log the call reason and clearly write the singer’s name, song title, and
language in the remark place - handle customer requests for calling
number or another service number.

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3.5 CRBT deactivated without customer request.

 Check on CRM and on CS portal (Offering History) – active/inactive,
 If it is active on CRM and deactivated on the CS portal, we should
inform the customer to use IVR or USSD command to activate the
CRBT service - Should handle with a calling number or another
number with refer listed criteria in the CRBT procedure.
 If it is inactive on CRM and the customer is willing to use the
service again, we should check their balance and support online for
a subscription (CS portal) - Should handle with a calling number
or another number with refer listed criteria in the CRBT
procedure.

3.6 Unable to register CRBT service.

 Check whether the customer SIM status is active or not and have
enough balance,
 If not, inform the customer to recharge the balance, activate the
SIM, dial 822 and follow the IVR. Should handle customer
requests for calling number or another service number.
 If it is active and has enough balance, we should make a
subscription via the CS portal - Should handle with a calling
number or another number with refer listed criteria in the
CRBT procedure.
3.7 Received wrong CRBT tone code.
 Cross-check received ring tone code with the catalog from consultation
table and set ring tone on CS portal, if there is a difference escalate to

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respective coach. - handle customer requests for calling and

another service number
3.8 CRBT service deactivated but monthly rent deducted.
 Aware the customer about deactivation and the business rules, even if
the CRBT service is temporarily deactivated, it is expected to pay
monthly rent. handle customer requests for calling number or
another service number.

3.9 Unable to use a personal library.

 Case 1. If the customer didn’t pay monthly rent during the grace and
suspension period, he/she will lose all ring tones from his/her library, so
inform the reason to customers and advice to recharge their balance.
handle customer requests for calling number or another service
number.
 Case 2. Sometimes it may be due to a synchronization problem, we
should request the customer tone choice from his/her library and set it
via the CS portal. handle customer requests for calling number or
another number.
3.10 Unable to modify the language.
 If the customer did not try to change the language by using 822/USSD,
inform the customer the right IVR/USSD steps - handle customer
requests for calling number or another service number.
 If the customer tried to change the language by using 822/USSD but
cannot be modified, modify the language on CS portal but we cannot be
modifying the language on CS portal, the case should escalate to an
immediate coach - handle customer requests for calling number or
another service number.
3.11 CRBT deactivated but unable to get the beep sound.

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 We should check the service status on the CS portal and if it is

deactivated, escalate to the immediate coach - handle customer
requests for calling number or another service number.
3.12 Unable to set different CRBT to different callers.
 We should ask telephone number and CRBT tone and set on the CS
portal then inform the customer to call to 822 and follow IVR for next
time. - handle customer requests for calling number or another
number with refer listed criteria in the CRBT procedure.

3.13 Unable to use the express copy.

 Check whether the customer has previously subscribed or not, if not,
inform the customer to subscribe the CRBT service to use the express
copy and advise them to press * while listening to the desired ring tone.
- handle customer requests for calling number or another service
number
3.14 Unable to receive SMS after CRBT command.
 We should escalate to immediate coach - handle customer requests
for calling number or another service number.
3.15 Unable to send and receive CRBT gift.
 Check both party SIM status is active or not
 Check whether both parties have subscribed to the CRBT service or
not.
 Check the sender has enough balance (5 birr for local or 7 birrs for
international)
 If all the above points are fulfilled advise the customer to follow 822
IVR/USSD, here the receiver should confirm the gift. - handle
customer requests for calling number or another service
number

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 If the customer tried with 822 IVR/USSD but was unable to receive
SMS, we should escalate to immediate coach - handle customer
requests for calling number or another service number.

3.16 CRBT cancelation request

 Advisors should handle the case on the CS and need to inform our
customer for subscription to use the self-service for next time. - Should
handle with a calling number or another number with refer listed
criteria in the CRBT procedure.

4. Procedure

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5. Supporting tools and system documents

5.1 Supporting tools
 IPCC
 Email
 CS portal

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