April 26, 2023,

BOA/CEO/023/23

To All Chiefs
All vice presidents

From Bekalu Zeleke

Chief Executive Officer

. Subject Approved Contact Center Procedure

In today's customer-centric world, customers demand timely results, quality interactions, and
immediate responses, though one of the biggest challenges businesses faces is keeping up with
the customer need and exceeding customers ’ expectations. In m a n y ways, contact center
customer experience is becomes front and center and driving transformation within the financial services
industry.

Hence, our bank has strived to make sure that we are catering to the needs of our customers
following the business onsite and online including self-service solutions are trending up and gaining
in popularity as well customers are opting out of the traditional in-person but phone support to
quickly get the answers for. Their need. Imaginably, the number of the calls entertained
by centers has reached to a daily average of 1,311 from 112 where it stands three years before.
Accordingly, to drive customer relationships and meet quality and performance expectations, our bank
contact centers is endeavoring to implementing enhanced complaint management and top-notch
sales assistance and witness a positive impact on the bottom line.

In this regard, adopting follow the sun support strategies, our bank is still able to offer round-
the-clock service, while partnering with a quality customer service of contact centers which
enables our bank to improve the customer experience through a faster problem resolution, informed
answers, promotion of other products and services, and other. More importantly, the Contact centers
pushing to evolve into experience centers by designing and reacting to customer interactions to meet
or exceed customer expectations and thus, increase customer satisfaction, loyalty and advocacy.
Accordingly, a well-established contact center accompanied with the necessary robust procedure
shall assist the bank in avoiding mistakes and continuing to improve
quality standards and cost-effective support for inbound and outbound communication with
customers.

This is therefore, to let the concerned unit to be armed with this guideline steps so that the contact
centers and involved unit will have real, lasting. impact on our bank customers' experience
in achieving our objectives.
 Contact Center

Operations Procedure
Acronyms

BOA: Bank of Abyssinia

CEO: Chief Executive Officer

ID: Identification ·

KYC: Know Your Customer

ITM: Interactive Teller Machine

NBE: National Bank of Ethiopia

QCM: Quality Call Monitoring

QMM: Quality Mail Monitoring

QTM: Quality TT Monitoring

SDT: Standard Delivery Time

SLA: Service Level Agreement

SMS: Short Message Service (text message)

TT: Trouble Ticket Number

Ii

Contents
Acronyms ................................................ 11
Chapter One: Introduction ................................................................................................ 1
1.1 Preamble ........................................................................... · ................................ 1
1.2 . f.
De1n11on .........................................................................................................................2
1.3 Objectives ...................................................................................................................... 4
1.4 Scope ............................................................................................................................ 4
1.5
Governing R u l e s ............................. ··································································· 4
1.6
Organizational Structure ··································•. • ···························· s
Chapter Two: General Authority and Responsibility ................................................. 6
2.1 Chief Executive Officer.................................................................................................6
2.2 Chief Retail Banking ....................................................................................................... 6
2.3 Deputy Chief Retail Operation ....................................• .................................................. 6
2.4 Director of the Contact Center .................................................................................. 6
2.5 Manager, Customer Contact Center .......................................................................... 7
2.6 Senior Customer Advisor;............................................................................................ 8
2.7 The Manager of Quality Assurance and Technical Support .................................... 9
2.8 Senior Quality Assurance Officer ................................................................................... 10

Chapter Three: General Guidelines and principles of the Contact Center .........11
3.1. Managing inbound services ................................................................................... 11
•

3.2. Handling Outbound Services ................................................................................... 13

3.3 Contact Center Other activity standards.............................' ······························· 13
Chapter Four: Customer Contact Center Services ................................................... 14
4.1 Inbound Services : ............................................................................................................ 14
4.1.1 Handling Inbound Voice Calls ................., ............................................................. 14
4.1.2 Handling Inbound Video Calls ................................................................................ 21
4.1.3 Handling Inbound E-mail Requests ............................, ........................................ 25
4.1.4 Apollo KYC ...·.......................................................................·........................................ 26
4.1.5 Handling inbound chat and social media .............................................................. 29
Chapter 5: Quality Assurance and Technical Support ............................................ 32
5.1 inbound service monitoring .............................................................................................................................. 32
5.1.1 Inbound Call (Voice and Video) Monitoring ......................................................••••••••••••••••••••••••••••••• 32
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Contact Center Procedure, Bank of Abyssinia

5.1.2 Mail Monitoring •••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••• 33

5.1.3 TT (Case Quality Monitoring)................................................................................................................. 35

5.2 Outbound Service Monitoring ...................................................................................·..................................... 36

5.3 Conducting Customer Survey ••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••• 36

5.4 Monitoring the Handling Of Customer Complaints, Suggestions, and
Recommendations •••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••• 37
5.5 Call Calibration ••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••• 38
5.6 Contact C e n t e r E r g o n o m i c s •••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••• 39
5.7 Contact Center Support (Quality Circle) .................' ....................................................................................39

5.8 Document P r e p a r a t i o n ························································ 40

5.9 Train1• ng .............. ' . ........................................................................................................ 41

5.10 Contact Center Support (Quality Circle) •••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••• 41

5.11 Enhancing Internal Support-Related Activities ' ...................................................................................................................... 42
Chapter 6: Revision, Exception, and Effective Date ....................................................

Exception··························· ···················································· 43
Related Documents •••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••• 43
Effective Date ..................... .................................................................................................... 43
'
 Contact Center Procedure, Bank of Abyssinia.

Chapter One: Introduction

1.1 Preamble
Whereas, Bank of Abyssinia is currently implementing its five-year corporate
strategy plan, which spans from 2019/20 to 2023/24;

Whereas, Bank of Abyssinia has identified Growth, Operational Excellence,

and Digitalization as strategic themes · that can translate its vision into verifiable
action;

Whereas, the new strategic plan has brought major changes to the strategic.
foundations and organizational structure of the bank;

Whereas, the contact center is a central point from which customers contact
are managed;

Whereas, it is necessary·. to establish a clear procedure to guide the

department's daily customer support operation;

Whereas, it becomes essential to prudently establish responsibilities and

duties of. the parties. involved in the contact center to put in place accountability
in the customer support process;

Now, therefore, it becomes imperative to develop and introduce the Contact

Center Operations Procedure to guide the overall responsibilities and activities
of the department and performers.
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Contact Center Procedure, Bank of Abyssinia

1.2 Definition
In this Procedure, the following terms shall have the meanings given below
unless their contexts of use suggest other meanings.

Adjudication: Shall mean the process of accepting or rejecting customer

onboarding process on the system

Advisor: Shall mean a Junior Customer Advisor, an associate customer

advisor, Senior Customer Advisor who has the responsibility of handling
inbound and outbound calls, and responding to external customer inquiries
through various means of communication, including telephone, email, SMS,
and others.

Back-office Advisor: Shall mean a collective name for junior customer

advisors, Associate customer advisor, and customer advisor who receive
escalations from the Front Office Advisors and provide further support.

Call calibration: Shall mean a meeting between advisors, supervisors, and

senior quality officers to rate and discuss customer service calls or queries.

Complaint: Shall mean a Content of a call that express dissatisfaction in the

process of using the Bank's products and services.

. Contact Center: Shall mean the BOA department responsible for managing
. external customer inquiries and requests through different media.

Contact Center Ergonomics: Shall mean the process by which the Contact.
center designs the workplace for the advisors to increase efficiency and
productivity and also reduce discomfort

Escalation: Shall mean the process of transferring an incident to another

sub-process for further support.

External customer: Shall mean Customers who are not staff of BOA.

Front office Advisor: Shall mean a collective name for junior customer advisor,
Associate customer advisor, and customer advisor w o first contact
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Contact Center Procedure, Bank of Abyssinia

Inbound call: Shall mean a customer inquiry received by the Contact Center
through various electronic media.

Inbound service: Shall mean the process of addressing customer queries

. through inbound calls.

Incident: Shall mean any system-related abnormality that affects the smooth
functioning of a system or service. Queries that report incidents express
disruption of services or the creation of inconvenience.

Outbound call: Shall mean any call initiated by the Contact Center and made
through various electronic media to employees, Agents, and customers of the
Bank.

Outbound Service - Shall mean the process of making outbound calls

Phone etiquette: Shall mean the way our advisors represent themselves and
BOA to customers and coworkers through telephone communication

Request: Shall mean the act of asking for something to be done.

Suggestion: Shall mean an idea or proposal put forward for consideration.

Trouble Ticket (TT): Shall mean a system-generated ticket number that is

issued to the customer for follow-up purposes.
 Contact Center Procedure, Bank of Abyssinia

1.3 Objectives
The primary objectives of this procedure are to:
1. Describe the general contact center guidelines and principles

2. To Standardize and quality of support services given by the Contact

Center;
3. Provide a single source of reference to customer contact performers;
4. Determine the duties and responsibilities of each employee in the
Contact Center; and
5. Facilitate the provision of guidance and support to all employees under
the Contact Center.
6. Provides a comprehensive collection of standards that are expected
from contact center agents and all other employees

1.4 Scope
This Procedure shall cover and govern the operational activities of the
Contact Center, the assignment of duties and responsibilities to performers
in the Center as well as the relationship and escalation matrix of the Center
with the other organs of the Bank and, rules contained in this procedure
documents shall apply to all employees of the Contact Center.

1.5 Governing Rules.

The Procedure shall be governed by:

1. The Commercial Code of Ethiopia and other related laws and regulations
of the country;
2. Applicable directives of the National Bank of Ethiopia;
3. All relevant policies and procedures of the Bank of Abyssinia.
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Contact Center Procedure, Bank of Abyssinia

1.6 Organizational Structure

The organizational Structure of the Contact Center is depicted below.

 Contact Center Procedure, Bank of Abyssinia

Chapter Two: General Authority and Responsibility

2.1 Chief Executive Officer

The Chief Executive Officer shall;

a. Approve the procedure and subsequent amendments, if any.

b. Oversee the overall implementation of this procedure

2.2 Chief Retail Banking

The Chief Retail Operation shall;

a. Oversee the overall Contact Center support service delivery process and
operational issues;
b. Oversee the effective implementation of this Procedure; and.
c. Oversee that the activities of the Contact Centre support the Bank's business
objectives and strategies.

2.3 Deputy Chief Retail Operation. ·

The Deputy Chief Retail Operation shall;

a. Ensure the effective implementation of this Procedure; and

b. Ensure that the activities of the Contact Centre support the Bank's business
objectives and strategies.
c. Ensure effective and proper utilization of resources; and
d. Review and approve Contact Center operational activity Guidelines.

2.4 Director of the Contact Center

The Director Contact Center shall;

a. Ensure proper implementation of the overall strategic matters of the Contact

Center;
b. Oversee the overall service delivery process and operational issues of the
Contact Centre and take appropriate actions when deemed necessary;
 Contact Center Procedure, Bank of Abyssinia

c. Empower and engage the Contact Center Team to enable and motivates
them to deliver excellent client skills through ongoing support, development,
and empowerment;

d. Ensures that the entire Contact Center is managing day-to-day activities

appropriately to create the best employee and client experience possible;
e. Regularly evaluate the performance of all units in the department
f. Ensure that there is a horizontal integration between the two divisions;
g. Approve the quality assurance checklist of the Contact Centre;
h. Ensure the quality assurance recommendation and feedback are dealt with
properly

i. Communicates information in a timely, relevant, and accurate manner to all

team members;
j. · Initiate the review of this Procedure

2.5 Manager, Customer Contact Center

The Manager Customer Contact Center shall;

a. Manage the day-to-day performance of the Customer Contact Centre

Operations to deliver the best service, meeting or exceeding all KpIs;
b. Be responsible for the end-to-end customer· contact processes and their
associated customer experience, improve efficiency and reduce complaints;
c. Manage the operational, administrative, human resource, and strategic
issues of the Customer Contact Center;
d. Ensure that service level and operational level agreements (SLA, OLA) are ·
not breached by the internal and external organs that have service
relationships or agreements with the center;
· e. · Compile daily and weekly reports and submit them to the Director- Customer
Contact Center;

· f. Ensure the Customer Contact Center team is up to date with the necessary
knowledge of new products and services released
 Contact Center Procedure, Bank of Abyssinia

g. Accept and act on customer complaints and suggestions, and escalate the
unhandled cases to the concerned organs of the Bank;
h. Perform other related duties given by the supervisor.

2.6 Senior Customer Advisor;

The Senior Customer Advisor shall;

a. Apply all the contact center principles;

b. Provide the appropriate support based on the nature of the call as per
the access limits and capabilities;
c. Organize suggestions collected from the Customer Advisor/Associate
customer Advisor /Junior Customer Advisor, and prepare possible
solution if there is any;
d. Periodically compile and submit reports to the Manager- Customer
Contact Center;
e. Receive call transferred from Customer Advisors/ Associate customer
Advisors/Junior Customer Advisors; ·
f. Consider the frequency of incidents and report the case to the Manager
Contact Center immediately;
g. Validate that the customer complaint is legitimate with due care. and
responsibility;

h. Immediately report a whistle-blow to the Manager-Customer contact

center;

i. Accept and act on customer complaints and suggestions, and escalate

the unhandled cases to the Manager- Customer Contact Center;
j. Forward calls to the Manager Customer contact center or the respective
unit or calls that require further explanation,
k. Approve Customer Advisors/ Associate · customer Advisors/Junior
Customer Advisor's break time using the system;
· I. Check all advisors are logged out from the system at the end of the shift;
 Contact Center Procedure, Bank of Abyssinia

n. Escalate the case to other Divisions in case the request cannot be

addressed in the Contact Center;
o. Review e-mail requests received by Customer Advisor/ Associate
Customer Advisor /Junior Customer Advisor and;
p. Perform other related duties given by the supervisor.

2.7 The Manager of Quality Assurance and Technical Support

The Manager of Quality Assurance and Technical Support shall:

a. Regularly review all the activities and work processes of the Contact Center on a
sample basis to ensure efficiency and quality of service;
b. Develop and propose a quality assurance strategy for the Center and submit it
to the Director of the Center;
c. Continuously assess the operations, processes, and practices (workflows) of the
Center and propose changes and enhancements as deemed necessary;
d. Set objectives, goals, and performance standards to assuring quality in all
activities of the Center;
e. Assess procedures, operational manuals, and workflows of the Center; propose
improvements to be made on them, and submit the assessment reports to the
Director of the Center;
f. Ensure that the Quality Assurance and Technical Support Team updates itself with
all the necessary knowledge of new products and services of the Bank;
g. Supervise and manage the technical support staff under the Quality Assurance and
Technical Support Team; and
h. Check the communication quality of the customer advisors as per the set
standards and customer service charter.
i. Assess and propose improvements to Guidelines or operational manuals,
checklists, and workflows and submit reports to the Director-Contact Center;
j. Perform other related duties given by the supervisor

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Contact Center Procedure, Bank of Abyssinia

2.8 Senior Quality Assurance Officer

The Senior Quality Assurance Officer shall

a. Monitor randomly selected Inbound c a l l s of assigned a d v i s o r s ;

b. Check randomly selected inbound calls, outbound calls, Mail, and TTs monitored
by quality assurance officers b a s e d on the standards;
c. Analyze quality performance trends and identifies major strength and
weaknesses, rank best performers and propose· solutions for weaknesses and
forward to Manager-Quality Assurance & Technical support;
d. Collect, merge, organize, and synthesizes the Quality Assurance Officers' call
monitoring evaluation & reports of an identified gap with a recommendation and
forward to the Manager Quality Assurance & Technical Support;
e. Identify Advisors' Inbound call handling skills, knowledge and attitude gap,
compliance with policies, guidelines, and procedures
f. Provide a comment or recommendation on the performer how mail is responded
to, Wording, Timelines, the appropriateness of the information & the support.
provided to the customer;
g. Analyze a situation and forward a detailed report that shows the reason(s) why
customers frequently call with the proposed solution to tackle the situations to
the Manager Quality Assurance & Technical Support;
. h. Prepare and attend a schedule for call calibration session;
i. Shall select the call for Call Monitoring evaluation at calibration sessions;
j. Keep the quality of Ergonomics by ensuring all supplies needed by agents for
support activities are within easy reach, workstations (cubicles)& headsets
. handling, surrounding & noise level, and forward the finding with the
recommendation to the Manager Quality Assurance & Technical Support;
k·. Perform other related duties given by the supervisor.
 Contact Center Procedure, Bank of Abyssinia

Chapter Three: General Guidelines and principles of the Contact Center

3.1. Managing inbound services

Inbound Calls with their telephone etiquette:

a) Other activities and making personal conversations are strictly prohibited.

b) Keep mobile phones silent during working hours.
c) Using the line for personal use is not allowed.
d) Receive inbound calls of voice, video, chat, and Social Media requests
e) Junior Customer Advisor, Associate Customer Advisor, and Customer Advisor always
log in to the system and be ready to answer the Customer Request.
f) Answer every customer call request by using the system in 20 seconds
g) Communicate with every customer with the proper telephone etiquette
h) Start a voice conversation with the customer as the following:
i. Greetings:

ii. Introducing the Company's name

iii. Introducing agent’s name;
iv. . Offering to help;

i) Start a conversation with the customer during a virtual banking service as

the following:
i. Greetings:

ii. · Introducing the BOA virtual Banking Service;

iii. Offering the service that the customer needs;

· j) Handle all customers with due respect
k) Support the customer to reformulate his/her request.
I) Actively listen to all customers' calls.
m) Respond to all customers' calls professionally.
n) Register reasons for every inbound voice call on the available application.

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 Contact Center Procedure, Bank of Abyssinia

o). When additional information is demanded, transfer or forward a call by

informing the customer about the situation. Keep the customer online and
mute the system.
p) When making the customer on hold keep the following
I. Ask permission like '' Is it okay if I place you on hold?''
II. Provide a time frame, like "May I place you on hold for about a minute or two
while I take a look into that for you?"
III. When returning back to the call in the given time frame, be sure to say "thank
you" or apologize, to the customer like "thank you for holding, or I'm sorry to have
kept you waiting".
IV. · If more time is required to get back to the call inform the customer by saying
"Sorry for putting you on hold but the case needs more time''.
q) Ask the customer for additional information and/or inquiries before ending
the conversation.
r) End the conversation by using an appropriate expression of parting such as
for voice and for video Never sign out of the system until the end of the shift except
during the 40- minutes break and 60 minutes for lunch. The detail of the
breaks is as follows:
i. Of the 40-minute break, 20 minutes are slotted for refreshment and the
remaining 20 minutes are dedicated to self-learning and updating.
ii. Both breaks will be applied after the approval of the senior customer advisor.
iii. Both breaks can be used at any time except during the last hour of duty or
shift.
s) Making the system busy in order not to receive a call is not allowed unless the senior
customer advisor allows you to do so.

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 Contact Center Procedure, Bank of Abyssinia

3.2. Handling Outbound Services

a. Outbound calls are made only using the Contact Center system.
b. Start tt1e conversation with the customer as the following:
a. Greetings:
b. Inform the customer from where the call is initiated;
c. Request the customer's permission to continue the conversion
d. Thanks to the customer and inform the reason why we called (mention the reason for
the call briefly and clearly)

c. At the end of the conversation, Thank the customer for allotting his precious
time to discuss with the bank.

3.3 Contact Center Other activity standards

a) Non-Disclosure: every contact center staff will be requested to signa non-
disclosure agreement covering the confidentiality of:

i. BOA system, technology, and others

ii. All collected information including · customer list, financial data, and
marketing materials

iii. Customer contact information (such as telephone number, address, etc.)

b) Social media engagement: during working hours, using media is strictly forbidden.
Besides, employees are strictly advised not to act on social media on behalf of the
bank

c) Audio and visual recording consent: every employee is agreed to be recorded while
engaged in the audio and visual interaction with the customer.

d) Attendance: in line with the bank rule and the special job nature of the contact center,
every employee (including the center management) is subject to accept to attend any
shift of the 24-hours operations of the center

e) Cell phone and wearable Technology Using a cell phone and wearable technology
during the working hours of the center is strictly forbidden.

F) Supervision: The senior advisor has the responsibility of managing

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Contact Center Procedure, Bank of Abyssinia

Chapter Four: Customer Contact Center Services

4.1 Inbound Services:

4.1.1 Handling Inbound Voice Calls

4.1.1.1 Requests for Information
Junior Customer Advisor/Associate Customer Advisor /customer Advisor and the
Senior Customer Advisor.

a. Adhere to the communication etiquette stated in Chapter III of this

procedure in handling inbound calls;
b. Make use of all the necessary systems and procedures of the bank in
providing the response or supporting calls;
c. Provide the appropriate information to the customers;
d. Transfer calls to the Senior Customer Advisor for further explanation or
when he/she cannot address the customer's request; and
e. Register the reason for the call at the end of the call session.

The Senior Customer Advisor shall:

a) Receive calls transferred from the Customer Advisor/Associate Customer

·Advisor/Junior Customer Advisor;
b) Apply the communication etiquette stated in Chapter III of this procedure;
c) Provide appropriate support to callers based on the nature of each call at
their respective access limit and capability;
d) Transfer calls to the manager for further explanation or when he/she cannot
address the customer's request; and
e) Inform the Manager of Quality assurance whenever the center encounters
a new type of information request
· f) Approve requests for breaks from Customer Advisors/Junior Customer
Advisors using the system;
 Contact Center Procedure1 Bank of Abyssinia

g) Ensure that all advisors are logged out of the system at the end of their
shifts;
h) Monitor calls received by Customer Advisors/Junior Customer Advisors by
randomly listening to selected calls;
i) Regularly prepare a summary report of the calls monitored and submit it to
the Manager Customer Contact Center.

Manager quality assurance and technical support Shall;

a) Receive the new type of information received from the customer

b) Find a solution or answer to the customer's request by communicating with
other BOA departments.
c) Update the Manager Customer Contact about the new information request
type
d) Update the call reason on the system and knowledge base of the center

The Manager Customer Contact Center shall:

•
a) Attend to calls forwarded from the Senior Customer Advisor.
b) Apply the communication etiquette stated in Chapter III;
c) Analyze calls to identify frequently asked information.
d) Update Senior Customer Advisor about the new information request type
e) Regularly generate a consolidated report and submit it to the director of the
Contact Center.

Director of the Contact Center

a. Ensure that the necessary documents and materials are available for the
customer's information support request
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Contact Center Procedure, Bank of Abyssinia

4.1.1.2 Handling Incidents

Junior Customer Advisor/Associate Customer Advisor/ Customer Advisor shall:

a) Apply the communication etiquette stated in Chapter III;

b) Inquire about the information required from customers to process or handle
incidents;
c) Based on the detailed information, · provide the appropriate support to
customers;
d) Transfer the call to the Senior Customer Advisor if he/she needs support
e) Transfer the received incidents to the Senior Customer Advisor
i. He/she cannot address the case with online communication with
customers; or
ii. To a specific BOA department, If the customers' request demands
further operational or technical support from other BOA departmen·ts.
f) Provide customers with TT numbers;
g) Register the reasons for the call on the system;

The Senior Customer Advisor shall:

a) Attend to calls transferred from Junior Customer Advisors/Associate

Customer Advisors/Customer Advisors;
b) Apply the communication etiquette stated in Chapter III;
c) Immediately report frequently happening incidents to the manager· for
further management.
d) Assign a back-office advisor to resolve the incident that escalated from the
advisor.
e) Approve break requests for Junior Customer Advisors/ Associate Customer
Advisors/ Customer Advisors by using the system;
"

Contact Center Procedure, Bank of Abyssinia

f) Ensure that all advisors are logged out of the system at the end of their shifts;
g) Monito1· the quality of calls attended by Junior Customer Advisors/Associate
Customer Advisors/ Customer Advisors by listening to randomly selected
calls;
h) Produce a report on the calls attended and submit it to the manager.

The TT Advisor shall:

a) Follow up on the opened TTs;

b) Make calls to customers when the cases require the customers' approval to
close the TTs;
c) Produce reports on closed and unresolved cases and submit them to the
Manager of Customer Advisors;

The manager customer contact center shall:

a) Manage calls transferred from Senior Customer Advisors;

b) Apply the communication etiquette stated in Chapter III 1n managing
•

received calls;

c) Make outbound calls whenever needed to ensure that customers' requests

are addressed properly; and
d) Ensure that all open cases are escalated, and all resolved cases are closed;
e) Escalate unresolved cases that surpass the SDT to the Director.
f) Send periodic reports on a timely basis to the Director

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Contact Center Procedure, Bank of Abyssinia

The Director of the contact center shall:

a) Analyze the nature of incidents presented and recommend possible

solutions;

b) Communicate with the departments to resolve cases that pass their SOT
time;
c) Provide a periodic report to the deputy chief

4.1.1.3 Handling Suggestions and Recommendations

The Junior Customer Advisor/Associate Customer Advisor /Customer Advisor shall:

a) Apply the communication etiquette stated under Chapter III of this

procedure;
b) Receive customers' suggestions and recommendations;
c) Forward the suggestions or recommendations to the Senior Customer
Advisor.

The Senior Customer Advisor shall:

a) Organize the suggestions or recommendations collected from Junior

Customer Advisors /Associate Customer Advisors/Customer Advisors;
b) Propose possible solutions to the case, if any, related to the suggestions;
and

c) Forward the compiled suggestions or recommendations to the Manager

customer contact center

18
'

Contact Center Procedure, Bank of Abyssinia

The Manager Customer Contact Center shall:

a) Categorize and analyze customers' suggestions;

b) Propose way-forwards to issues related to the suggestions and
recommendations;
c) Forward the filtered-out customers' suggestions to the Director

The Director of the contact center shall:

a) Evaluate customers' suggestions and forward them to the · pertinent

departments if cases can have an impact on the operational excellence of
the Bank;

b) Report cases to the Deputy chief if the suggestions or recommendations for

new types of service or procedural issues;

4.1.1.4 Handling Complaints

The Junior Customer Advisor/Associate Customer Advisor /Customer Advisor shall:

a) Apply the communication etiquette stated in Chapter III;

b) Receive complaints from callers with due care and tolerance;
c) Endeavor to identify the cause of customers' complaints.
d) Provide TT numbers to customers;
e) Categorize complaints properly and forward those complaints which aren't
addressed under his/her discretion to the Senior Customer Advisor.
f) Register call reasons at the end of the session.

19
i ii

Contact Center Procedure, Bank of Abyssinia

The Senior Customer Advisor shall:

a) Validate the legitimacy of customers' complaints with due care and

responsibility;
b) Categorize and analyze customers' complaints;
c) Make outbound calls and advise customers on their cases;
d) Give appropriate solutions to customers' complaints following the Bank's SDT
and procedure;

e) Forward the customer complaint to the manager's customer contact if it

requires escalation using a complaint sheet format.

The TT Advisor shall:

a) Make calls to customers when their cases require the customers' approval to
close their TTs;

b) Produce reports on closed and unresolved cases and submit them to the
Manager customer contact center; and
c) Escalate unresolved cases that require more time than the SDTs to the
pertinent organs of the Bank.

The Manager Customer Contact Center shall:

a) Critically evaluate the severity of each complaint received from the senior
customer Advisor, and forward the case to the department in charge of a
possible solution.
b) Conduct a follow-up to complaints till the TT is closed.
c) Escalate the case to the Director -Contact Center if the case is critical and
also consumed a longer time

20
 Contact Center Procedure, Bank of Abyssinia

The Director of the Contact Center shall:

a) Analyz.e the complaints received from the manager and communicate with
the pertinent departments to resolve the case
b) Report frequently expressed complaints to the relevant departments of the
bank as these cases can affect the operational excellence of the Bank.
c) Provide a periodical report on customer complaints to the Deputy Chief.

4.1.2 Handling Inbound Video Calls

4.1.2.1 Performing transactions
Junior Customer Advisor/ Associate Customer Advisor and Customer Advisor.

a) Well-dressed following the BOA code of conduct;

b) Adhere to the communication etiquette stated in Chapter III of this
procedure in handling inbound calls;
c) Make use of all the necessary systems and procedures of the bank in
providing service to the customer.
d) Make a request for information to process to handle the transaction
e) Provide the appropriate requested service using a virtual banking procedure
· f) Forward any issue that happened at the time of performing a transaction to
the Senior Customer Advisor
g) Make a daily balance summary at the end of the shift

The Senior Customer Advisor shall:

a) Receive transferred cases from Junior Customer Advisors or Associate

Customer Advisors /Customer Advisors;
b) Apply the communication etiquette stated in Chapter III in case the issue

requires communication with the customer.

21
I

Contact Center Procedure, Bank of Abyssinia

c) Provide or give the appropriate support to the customer according to the

nature of each case
d) Escalate an incident to the ITM host Branch regarding any incidents that the
advisor encounters in performing a transaction on the ITM
e) Manage the break times for Customer Advisors or Junior Customer Advisors
by using the system;
f) Listen to and monitor video calls randomly;
g) Prepare reports on the monitored calls and the transferred issues from Junior
Customer Advisors or Associate Customer Advisors /Customer Advisors.

Quality Assurance officer

a) Perform transaction auditing based on the virtual banking procedure

b) Listen and monitor video sessions: - Monitor the quality of calls attended by
Junior Customer Advisors/Associate Customer Advisors by listening to
randomly selected calls;
c) Identify and inform the Manager customer contact center and Manager
Quality Assurance and technical support if there is any transaction performed
which needs an adjustment based on the virtual banking procedure

Senior quality assurance officer

a) Perform transaction auditing based on the virtual banking procedure

b) Listen and monitor video sessions: - Monitor the quality of calls attended by
Junior Customer Advisors/Associate Customer Advisors/ Customer Advisors
by listening to randomly selected calls;
c) Identify and inform the Manager customer contact center and Manager
Quality Assurance and technical support if there is any transaction performed
which needs an adjustment based on the virtual banking procedure.

22
 Contact Center Procedure, Bank of Abyssinia

The TT Advisor shall:

a) Follow up on the opened TTs;

b) Make calls to customers when the cases require the customers' approval to
close the TTs;
c) Produce reports on closed and unresolved cases and submit them to the
Manager of Customer Advisors;

Manager Customer Contact Center

a) Assess the activity of the advisors and propose change and enhancement to
improve the service
b) Ensure that all transactions are processed accurately and efficiently
c) Follow up and ensure the required adjustment transaction is done timely

Manager quality assurance and technical support

a) Provide a report by Continuously assessing the virtual banking service

operation and work practices and propose change and enhancement as
deemed necessary

Technical /IT support

a) Provide EJ report for senior customer advisor and Senior quality assurance
officer when required
b) Communicate digital operation support in case of any system-based issue
c) Remotely manage the Interactive teller machine

23
 Contact Center Procedure, Bank of Abyssinia

The Director of the Contact Center

a) Keep management regularly informed of trends and development

b) Ensure the activity of virtual banking is provided effectively to customers
24/7
c) Analyze and synthesize the quality and technical support team report and
submit it to the Deputy Chief of operation.

4.1.2.2 Performing non-transaction sessions

Junior Customer Advisor/ Associate Customer Advisor /Customer Advisor and the
Senior Customer Advisor.

a) Well-dressed following the BOA code of conduct;

b) Adhere to the communication etiquette stated in Chapter III of this
. procedure in handling inbound calls;
c) Make use of all the necessary systems and procedures of the bank in
providing service to the customer.
d) Make a request for information to process to handle the transaction
e) Provide the appropriate requested service using a virtual banking procedure

4.1.2.3 Performing ITM Transaction- Reconciliation

Senior quality assurance officer

a) Daily reconcile the transaction performed on the virtual banking service·

application with the core banking application
b) Inform any transaction that needs adjustment like inter post between
terminals to the Manager customer contact center and Manager Quality
Assurance and technical support

24
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Contact Center Procedure, Bank of Abyssinia

Manager Customer Contact Center

a) Assign an advisor for the adjustment and follow up the adjustment-

transaction is done timely.

Manager quality assurance and technical support

a) Confirm the adjustment is done as requested on time.

4.1.3 Handling Inbound E-mail Requests

E-mail support shall be received from customers through

[email protected] and the CRM application. Associate Customer
advisors/customer advisors /Senior Customer Advisory shall;

a) Receive and categorize incoming e-mails;

b) Reply to customer requests for information, suggestion, recommendation, or

incident.

c) Escalate e-mail requests to other departments of BOA when the requests

cannot be addressed by the Contact Center by copying· the Manager.
d) Provide e-mail reports to the Manager Customer contact center

The TT Advisor-shall:

a) Follow up on the open TTs;

b) Send e-mails to customers when their cases require their approval to close
their TTs;
c) Produce reports on closed and un-resolved cases and submit them to the ·
Manager of Customer Advisory; and;
d) Escalate cases that cannot be- resolved within the SDT to the various
Divisions.
 Contact Center Procedure1 Bank of Abyssinia

The Manager Customer Contact Center shall

a) Categorize and analyze e-mails forwarded by the Associate customer

advisor/customer advisor /senior customer advisor; and

b) Follow up and communicate with departments to resolve the open escalated

E-mails.

c) Send filtered e-mail reports to the Director of the Contact Center.

The Director of the Contact Center shall:

a) Analyze and send information provided by customers to the

responsible department.

b) Forward frequently reported customers' complaints to the responsible

department if their cases can affect operational excellence.
c) Send fileted e-mail reports to the chief deputy retail operation

4.1.4 Apollo KYC

4.1.4.1 KYC support service for Apollo Account

Front office Advisor - Junior Customer Advisor/ Associate Customer Advisor and the
Customer Advisor.

a) Accepts the customer's request and receives the customer's name and phone number
b) Forward the case to the back-office advisor

Back-office advisor - Associate Customer Advisor or Customer Advisor.

a) Shall approve or reject the adjudication based on the following

A. Approval of an Adjudication Case
. The following shall be followed at the time of accepting a user's adjudication case
I. The displayed details on the adjudication portal should have the same specifics as the·
details on the ID to authenticate the user's information
 Contact Center Procedure, Bank of Abyssinia

II. The captured selfie should not be:

a. Blurred or
b. Obstructed by mask, scarf, or sunglasses.
III. The captured photo should have the same picture as the attached ID in the portal.
IV. The attached ID should be a valid and also non-damaged ID.
V. The attached ID should not be expired.
VI. The last three procedures (c, d, and e) can be forgone in case the user is a staff or if
the attached ID is a BoA staff ID.
VII. Approved on the system.

B. Rejection of an Adjudication Case

The following are scenarios in which users' data would be rejected
I. The displayed details on the portal don't match the details on the ID.
II. The captured selfie is:
a. Blurred or
b. Obstructed by mask, scarf, or sunglasses.
III. The captured photo doesn't match the attached ID displayed on the portal.
IV. The attached ID is non-valid or damaged.
V. The attached ID is expired.
VI. The last three procedures (c, d, and e) can be accepted if the user is a staff
or if the attached ID is a BoA staff ID.

b) lifting a customer's account restriction

The following shall be followed at the time of lifting a customer's account restriction
. a) Fulfillment of all requirements and accurateness of form should first be checked.
b) The Account should not be Joint or ''And/ Or account''
c) The Account should not be a Company or Equb/Edir account
d) The company code of the account should be 10746
e) After Checking the above points, the customer Apollo account restriction should be
lifted

27
 Contact Center Procedure, Bank of Abyssinia

4.1.4.2 Customer ID Amendment and Merging

Before amending the Customer ID; the Merging of the Customer ID must be checked.
Use the customer's phone number to search for a customer ID associated with it.
a) If the Customer has a merged Cust ID; the account will be changed to the merged
Customer ID

b) If the Customer has an unmerged Cust ID; the Customer should be contacted to
determine which Cust ID should his Apollo account be merged to.

A. Merging
Front office Advisor

a) Accepts the customer's request for Merging

b) Ask the customer to which customer ID his/her account be merged
c) Forward the case to the back-office advisor
Back-office advisor

a) Receive the merge request

b) make merging and forward the case to a senior customer advisor or manager cc for
approval on the system.

B. Customer ID Amendment

Customer ID amendment will be done if the Apollo account is linked with a minor
account, Joint, Equb/Edir, or Company Account Customer ID

Front office Advisor

a) Accepts the customer's request for customer ID amendment

b) Forward the case to the back-office advisor

Back- o f f i c e advisor·

. a) Receive the customer ID change request

b) make amendments to the system and forward the case to a senior customer advisor or

manager cc for approval on the system.

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u

Contact Center Procedure, Bank of Abyssinia

4.1.4.3 Transfer from Apollo account to inactive account

Front office Advisor
a) Accepts the customer's request for his transaction is not credited to the destination
account
b) Check on the system and if the destination account is inactive
c) Inform the customer about the issue. and if the customer accepts the issue, escalate
the case to the Senior Customer advisor or Manager Contact Center

Senior Customer Advisor or Manager Contact Center

a) Receive the request and approve the transaction on the Core system

4.1.5Handling inbound chat and social media

4.1.5.1 Chat
Chat activity is done when a customer initiates support by being on the bank
website or any other social media.

Associate Customer advisors/customer advisors /Senior Customer Advisory shall;

a) Receive the Customer request for information or support requests on the

platform
b) Provide the requested information or support to the customer

4.1;5.2 social media

Front office advisor - Associate Customer advisors/customer advisors /Senior

Customer Advisory shall;

a) Receive the Customer request for information or support requests on the

social media platform
b) Use social media etiquette for wording or use the script prepared for the

social media response;

29
[',•

Contact Center Procedure, Bank of Abyssinia

c) Provide the requested information or support

d) If the case needs further information from the customer or our response
requests privacy. Request the customer an E-mail address or phone number
to reach out to the customer.

e) Escalate the case for the Back-office advisor

Senior Customer Advisor Shall

a) Assign a back-office advisor for the case that doesn't get resolution on the
spot during Chat support.

Back-office advisor - Associate Customer advisors/customer advisors shall;

a) Receive the escalated· case from the front office advisors

b) Communicate with the customer by E-mail or make an outgoing call
c) Provide the requested support to the Customer or may escalate the case to
other departments.

TT Advisor Shall

a) Follow-up the

case Manager -Contact

Center

a) Analyze the social media support and provide a report to the director
contact center

Senior quality assurance officer

a) Randomly assess the quality of the social media support and provide a
report to the manager Quality assurance and technical support

30
 · Contact Center Procedure, Bank of Abyssinia

Manager - Quality assurance and technical support

a) synthesize the senior quality assurance officer report by showing the further
enhancement area with the activities to be made to excel the social media
support

The Director contact center shall

a) Provide a report on the contact center social media support to the Deputy
Chief Retail operation and Director of Digital Marketing.

4.2 Outbound Service

Outbound Call

Back-office Advisor - Associate Customer advisors and customer advisors shall

a) Call the customer to inform them about Apollo service

b) Call the customer in case of additional information is needed to solve the ·

customer's case
c) The advisor must keep the contact center etiquette for outbound call
d) Must request the customer for conversation permission by informing the
reason why the center call to the customer
e) The advisor must introduce his name to the customer.

TT Advisor shall

a) Call the customer to get confirmation from the customer that his/her request
is solved.
b) Must keep the contact center etiquette for outbound call
c) Must request the customer for conversation permission by informing the
reason why the center call to the customer.
d) The TT advisor must introduce his name to the customer
 Contact Center Procedure, Bank of Abyssinia

Chapter 5: Quality Assurance and Technical Support

5.1 Inbound service monitoring

5.1.1 Inbound Call (Voice and Video) Monitoring

The Quality Assurance Officer shall:

a. Conduct daily monitoring on randomly selected inbound calls of assigned

Advisors based on parameters provided on the QCM form;
b. Evaluate the gaps identified. in Advisors' call-handling skills, knowledge,
. and attitude as well as their compliance with policies and procedures for QCM
evaluation;
c. Write remarks on discrepancies and comments regarding the accuracy of
the information and the appropriateness of the support provided by
Advisors to customers;
d. Produce reports on QCM evaluations dealing with gaps in the provision
of support and the recommendations made to address the identified gaps;
and
e.. Forward the QCM evaluations and recommendations to the Senior Quality
Assurance.

The Senior Quality Assurance Officer shall:

a) Monitor randomly selected weekend, holiday, and midnight inbound calls of

assigned advisors based on parameters put on the QCM form;
b) Identify gaps in Advisors' call-handling skills, knowledge, and attitude as well
as in their compliance with policies and procedures on QCM evaluation;
c) Collect, merge, organize, and synthesize the Quality Assurance Officers' QCM
evaluation reports on identified gaps and their recommendations; and
d) Analyze quality performance trends, identify major strengthsand
weaknesses, rank best performers, propose solutions to weaknesses and
submit reports on these matters to the Manager of Quality Assurance and
Technical Support.
33
 Contact Center Procedure, Bank of Abyssinia

The Manager of Quality Assurance and Technical Support shall:

a) Collect, merge, organize and synthesize the Senior Customer Advisor's QCM
evaluation and discrepancy reports together with the findings and
recommendations; and
b) Analyze the findings and recommendations of the Senior Customer Advisor
and Senior Quality Assurance Officer and submit the analysis report to the
Director of the Customer Contact Center.

The Manager Customer contact center shall:

a) Plan and conduct a panel discussion on the skill gaps identified; and
b) Take corrective measures if there are any breaches of Policy and Procedure,
disobedience to company practice, and disrespectful treatment of customers.

The Director of the Contact Center shall:

a) Ensure that faults identified in response to complaints, suggestions, and

recommendations are corrected properly; and
b) Ensure the proper implementation of Quality Measurement.

5.1.2 Mail Monitoring

The Quality Assurance Officer shall:

a. Monitor randomly selected emails based on parameters put on the QMM

form;
b. Provide comments or recommendations on the behaviors of performers
concerning how they gave responses to emails: wording, timelessness as
well as the appropriateness of the information and the support provided
to customers; and

33
'l \I 1 .' '\

Contact Center Procedure1 Bank of Abyssinia

c. Compile the QMM evaluation along with recommendations and submit it to

the Senior Quality Assurance Officer every month.

The Senior Quality Assurance Officer shall

a) Compile and analyze the Advisors' QMM evaluation and recommendations

and submit the analysis report to the Manager of Quality Assurance and
Technical Support.

The Manager of Quality Assurance and Technical Support shall:

a) Collect, merge, organize and synthesize the Senior Customer Advisor's QCM
evaluation and discrepancy report together with the findings and
recommendations; and
b) Analyze the findings and recommendations of the Senior Customer Advisor
-

and the Senior Quality Assurance Officer and submit the analysis report to
the Director of the Contact Center.

The Manager Customer contact center shall:

a. Plan and conduct a panel discussion on the skill gaps identified; and
b. Take corrective measures if there are any breaches of Policy and
Procedure, disobedience to company practice, and disrespectful
treatment of customers.

The Director of the Contact Center shall:

a) Ensure that faults identified in response to complaints, suggestions, and

recommendations are corrected properly; a n d

b) Ensure the proper implementation of Quality Measurement.

34
 Contact Center Procedure, Bank of Abyssinia

5.1.3 TT (Case Quality Monitoring)

The Quality Assurance Officer shall:

a) Monitor randomly selected open TTs based on parameters given in the QTM
form;
b) Monitor randomly selected closed TTs based on the parameters given in the
QTM form; and
c) Report cases of SLA or OLA breaches, if any, to the Senior Quality Assurance
Officer.

The Senior Quality Assurance Officer shall:

a) Analyze and synthesize the Quality Assurance Officer's report;

b) Prepare summary reports on major gaps along with recommendations;
and
c) Submit the reports to the Manager of Quality Assurance and Technical
Support.

The Manager of Quality Assurance and Technical Support shall:

a) Collect, merge, organize and open TTs that surpassed their SLA or OLA; and
b) Forward the report on the TTs to the Director of the Contact Center.

The Director of the contact center shall;

a. Communicate with the specific departments to close the TT

b. Submit a report to Deputy chief retail banking operation

35
I f Ii J

Contact Center Procedure1 Bank of Abyssinia

5.2 Outbound Service Monitoring

Outbound calls by the quality team will be done when

1. Additional information is needed to solve the customer's case

.

2. To assess the quality of the center based on the customer experience

The senior quality assurance officer shall

a) Call the customers for the above two cases

b) keep the contact center etiquette
c) request the customer for conversation permission by informing the reason.
why the center call to the customer
d) Introduce his name to the customer.

5.3 Conducting Customer Survey

Customer survey shall be conducted based on:

a. Repetitive customer calls regarding any complaints, dissatisfaction,

suggestions, and recommendations; and
b. Random selection of calls in core business areas.

The Senior Quality Assurance Officer shall:

a) Select and monitor repetitive customer calls and the core business area calls
from the system;
b) Identify the reasons why customers make calls repeatedly by checking all
the necessary systems or applications and forms related to the calls;
c) Make outgoing calls to customers to learn about the customers' perceptions
of responses given to specific calls; and
d) Analyze situations, produce detailed reports that discuss the reason(s) why
customers make calls frequently and propose solutions; and
e) Present the reports to the Manager of Quality Assurance and Technical
Support.

36 ·
 Contact Center Procedure, Bank of Abyssinia

The Manager of Quality Assurance and Technical Support shall

a. Synthesize the analyses of the survey report and present it to the respective
Managers and the Director of the Contact Center.

The Director of the Contact Center shall:

a) Ensure that repetitive calls are getting solutions; and

b) Escalate the cases to the pertinent organ if they can affect the operational
excellence of the Bank.

5.4 Monitoring the Handling of Customer Complaints, Suggestions, and

Recommendations
The Quality Assurance Officer shall

a) Check whether the customer complaints, suggestions, or recommendations

are properly registered.

The Senior Quality Assurance Officer shall:

a) Receive organized reports · on complaints, . suggestions, and

recommendations from the Quality Assurance O f f i c e r ; a n d

b) Organize and synthesize the reports; and

c) Submit the reports to the Manager of Quality Assurance and Technical
Support.

The Manager of Quality Assurance and Technical Support shall:

a) Select complaints, suggestions, and recommendations that need to be

reported; and
b) Forward the report on them to the Director of the Contact Center
 Contact Center Procedure1 Bank of Abyssinia

The Director of the Contact Center shall:

a) Ensure that com plaints , suggestions, and recommendations have been

forwarded to the respective organ of the Bank;
b) Escalate the cases to the various organs if the cases can affect the business
continuity and operational excellence of the Bank;
c) Ensure that all complaints, suggestions, and recommendations are given
appropriate responses;

5.5 Call Calibration

The Quality Assurance Officer shall:

a) Attend call calibration sessions; and

b) Fill the Qout CM evaluation based on the calls selected by the Senior Quality
Assurance Officer.

The Senior Quality Assurance Officer shall:

a) Prepare schedules for call calibration sessions and attend the sessions;
b) Select calls for QCM evaluation in the calibration sessions;
c) Invite Customer Advisors/Associate Customer advisors/Junior customer
advisors and Senior Customer Advisors to the sessions to facilitate a
common understanding of quality parameters; to evaluate and improve the
gaps in the performers' skills, knowledge, and attitude; and to identify the
root causes of the gaps; and
d) Prepare a report on the agreed suggestions and recommendations; and
e) Forward the reports to the Manager of Quality Assurance and Technical
support.

38
 Contact Center Procedure, Bank of Abyssinia

The Manager of Quality Assurance and Technical Support shall:

a) Ensure that proper implementation of call calibration is underway;

b) Analyze the call calibration; and
c) Forward the call calibration report to the Director of the Contact Center.

5.6 Contact Center Ergonomics

The Senior Quality Assurance Officer shall: ·

a) Keep the quality of ergonomics by ensuring that all supplies needed by

Agents for support activities are within easy reach of the Agents;
b) Monitor the workstations or cubicles, the headset handling, the
surroundings, and the noise level; and
c) Forward the findings of quality checks along with recommendations to the
Manager of Quality Assurance and Technical Support.

The Manager of Quality Assurance and Technical Support shall:

a) Analyze the general findings concerning the Contact Center ergonomic

requirements;
b) Plan to upgrade the Contact Center in line with the global standard and keep
its quality to that level; and
c) Propose corrective or new workstation tasks to the Director of the Contact
Center.

5.7 Contact Center Support (Quality Circle)

. The Technical Support Officer/ IT Officer shall:

a) Receive requests escalated to him/her through the available application;

. b) Access different tools to resolve the request;
c) Perform troubleshooting processes to deal with the cases; and

39
 Contact Center Procedure, Bank of Abyssinia

d) Forward the workaround for every request to the Manager of Quality

Assurance and Technical Support.
e) Assess the services provided on Quality Circle;
f) Prepare the assessment report; and
g) Forward the report to the Manager of Quality assurance and Technical
Support.

The Manager of Quality Assurance and Technical Support shall:

a. Follow up and confirm the compilation of escalated requests;

b. Discuss and produce a proposal for upgrading the service to a
satisfactory level; and
c. Forward a monthly report on how the internal support activities
(Quality Circle) are carried out to the Director of the Contact Center
along with recommendations.

5.8 Document Preparation

The Senior Quality Assurance Officer shall:

a. Prepare and update documents that enhance the contact center service
provisioning activities. The documents include Guidelines, Call Reason,
Checklist, etc.

The Manager of Quality Assurance and Technical Support shall

a. Initiate a document update

b. Facilitate the document preparation and update process if it needs the
involvement of other departments.
c. Aware the Customer contact team about the prepared or updated
document
d. Asses that the customer advisors are using the prepared or dated
document. )_,. ,,,,,

40
 Contact Center Procedure, Bank of Abyssinia

5.9 Training
The Senior Quality Assurance Officer/ The Manager of Quality Assurance and
Technical Support shall

a. · Facilitate internal training for the advisors based on the developed

document.
b. Assess the contact center team skill gap
c. Closely working with the HR talent development team to avail training for
the contact center team on new developments and identified contact center
team skill gap.

5.10 Contact Center Support (Quality Circle)

The Technical Support Officer/ IT Officer shall:

a. Receive customer requests escalated to him/her through the application;

b. Access different tools to resolve the customers' cases;
c. Perform troubleshooting processes to deal with the cases; and
d. Forward the workaround for every request to the Manager of Quality
Assurance and Technical Support.

The Manager of Quality Assurance and Technical Support shall:

a. Assess the services provided on Quality Circle;
b. Follow-up escalated open TTs;
c. Reassign Technical support Officers and IT Officers to handle
escalated cases;

d. Follow up and confirm the compilation of escalated requests to the

senior customer Advisor/ the manager customer advisor;
e. Discuss with the customer advisor team and the technical team to
upgrade the internal support service; and

41 ·
'
9, t.•' /,' , ' ', I

Contact Center Procedure, Bank of Abyssinia

f. Forward a monthly report on how the internal support activities ..

(Quality Circle) are carried out to the Director Contact Center along
with recommendations.

5.11 Enhancing Internal Support-Related Activities

The Manager of Quality Assurance and Technical Support shall:

a) Check whether the support activities are performed based on SOT;

b) Ensure that the installation and the configuration of computers in the Center
are carried out as per the standard;
c) Ensure that the applications used by the Contact Center are upgraded. timely;

d) Ensure that the network installation and the placement of the computers in
the cubicles are not disrupting the ergonomics;
e) Discuss with the customer advisor team and the technical team to upgrade
the internal support service and
f) Forward a monthly report on how the internal support activities (Quality Circle)
are carried out to the Director Contact Center along with recommendations.

The Director of the Contact Center shall

a. Ensure that the Customer Contact Center is getting enhanced internal

support.

42
 Contact Center Procedure1 Bank of Abyssinia

Chapter 6: Revision, Exception, and Effective Date

Revision
This Procedure shall be revised every three years. However, it shall. be revised
whenever necessary upon the initiation of the Director of the Contact Center.

Exception
This Procedure shall address the activities, duties, and responsibilities of all staff
members in the Contact Center. However, any rare case that cannot be addressed
. by the Procedure shall be approved by the authority immediately higher than the
body handling it. The higher authority shall write ''OK'' and put his/her signature
on the document stating the case.

Related •Documents
The implantation of this Procedure shall be facilitated by the support or user guides
prepared for the contact center service.

Effective Date.

This Procedure shall come into force upon the approval of the CEO.

·./'

43