Report

On
Debriefing
R-Desk
Call center Desk
Submitted to: Mr. Waseem Sajjad
Manager Project MMS
ISB/RWP.

Mail Management Services:

At TCS, innovation is a norm and the only objective in view is creation and delivery
of business value to customers. Value is the most significant outcome expected of
every business process. Mail Management is one process yet to be familiar as a
source of value in local business environment. TCS promises to deliver this value
through its innovative service - MMS. MMS -Mail Management Solution stands upon
the single largest investment in infrastructure, made by TCS for continuous delivery
of value. MMS is outfitted with state of the art printing and sorting technology that
has been sourced from the best suppliers across Europe and Asia Pacific. This makes
TCS the only end to end solution provider in the group with the largest delivery
network in Pakistan
Mr. Waseem Sajjad is a Manager Project MMS Islamabad/Rawalpindi
Under Mr. Waseem there are three categories
Mr. M. Uzair Kazmi as a AM- CS.
Vacant AM-Debriefing MMS
Mr. M. Hasham as a AM-Project MMS

Debriefing MMS
Mr. M. Asif.
Mr. M. Zayyad.
Mr. Naseem
Two types of Delivery
CCD

Credit card Department

BD

Bulk Distribution

Types of Rejection
CNA

consignee Not Available

C/S

Consignee Shifted

C/A

Close

NSP

No such Person

How they debriefing

They call to every person in the list of CCD
They call two people in one page in bulk person

Sign after calling on the sheet

P

Positive

Negative

N/A

Not Answering

N/R

Not Response

After call to the customers those packages were not deliver then TCS courier do
another and final attempt for BD or two more attempt for CCD for delivering the
packages. After calling debriefing person take packages from courier and do
separate with different categories. After Debriefing Packages will go to MMS R-desk
(Return Desk)
MMS R-Desk
Mr. Imran Khan is the Incharge of R-Desk. In this department there are two
people which are working under Imran Khan
M. Usman
Ijaz Hussain
These both are doing physical works which are
Sorting shipment project wise
Receiving mail from different areas and then separate
Sorting reason wise
Local Project Islamabad
Different Cities Project
Return to Shipment
After Sorting MMS R-Desk give packages to call center for update their addresses
If we draw a graph how MMS R-Desk works
OPERATIO
N

NOT
DELIVER

DEBRIEFIN
G

RETURN
DISK

IF NOT UPDATE
RETURN DESK
RETURN BOOKIONG
CENTER
If we draw a graph how courier man deliver courier
BACK TO COMPANY

CALL
CENTER

IF UPDATED
OPERATION

Operation

Deben

R-Desk

Courier

Call Center

Rotes

R-Desk

Debriefing

Operation

Rotes

Call Center Desk

Miss. Tahira Shoukat is the Incharge of Call center Desk. In this department
there are also three employees which are working under Miss. Tahira Shoukat
Miss. Amna Iftikhar
Miss. Uzma Rauf.
Mr. Zeeshan Tayyab
Here call center employees call to customers for their update address, any
difficulties in delivering process or any query
If any information they receive they mention on mail and return all mail to RDesk.

Mr. M. Hasham
AM-Project MMS
Mr. M. Hasham working almost since two months in TCS. Hasham working on three
different projects
BBU
Zong MNP
Implant office Staff
BBU
When some project start in Bulk distribution they outsource worker for packing,
booking and stuffing.
Zong MNP
Zong sim deliver to their customers. In Zong MNP daily reporting to Mr. Waseem
Sajjad Manager Project MMS. In Zong MNP Zong give daily task for delivering sim.
Implant Office Staf
Mr. M. Hasham Almost Have 15 different projects in which different employees
implant for different jobs e.g. delivery man, front desk office, Booking and staffing.
All related query about these staff handle Mr. M. Hasham

Suggestion over all

Debriefing merge with call center
Give cell phone to courier for save the time and money
Official agreement with any telecommunication company
Update address with companies to save time and money
TCS should formal contracts with delivery persons
TCS should able to continue point of delivery I.T. Support System
Evaluation of call center
For quality control purpose, the calls may be taped and reviewed
Should give proper training
Through feedback system
Should speak proper name
Have one conversation at a time. Multitasking may be fine for some, but
people rarely want your divided attention. If too many things are going.
Rewards them on their good task
Put a wall of fame in your organization which motivate them
He should be trained for pleasant voice
Trained for good listening skills.
His language of communication should be improve
Accent and pronunciation should be according to customers
Patience and hospitality
Call of every agent should be recorded to check his politeness for
customers.
Trained supervisors for agents supervision to notice their sense of
responsibility and body language
Checking recorded calls to see how agents have satisfied customers and
up to what extent.
Introduction and ending line must be the same for every agents