reaim issue 4 - Anniversary Edition

RE-AIMOctober 2018—Anniversary Edition magazineExclusive interview 10 years of The Future of Cus- tomer Contact Cen-TT the longest serving connecting lives tresemployee Watch A CLASSIC Article written by historic narration Kwamina Arthur on Vodafone since 2008C2—Vodafone Internal

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12 17 18EXCLUSIVE IN- LAUGH OUT BOOK OF THETERVIEW WITH LOUD QUARTEROUR LONGESTSERVING EM- 23 24PLOYEE MY BLOOD IS RED THE FUTURE OF CUSTOMER CON- TACT CENTRES

The Editnoort’es Team Vodafone! This is our 4th edition, also our 10th An- niversary edition of REAIM Magazine. Time does fly, doesn’t it? We have a lot of juicy tit bits, pictures, videos and lots of information cover- ing mostly our 10th anniversary cele- brations and of course other things that happened across the business. I’m especially excited for you to watch the video interview I did with Albert Armah Tettey aka TT, our longest serving employee with 35 years of service! TT is our Person- ality of the quarter and it was such a humbling experience listening to him talk about his experiences, his passion for God and gospel music. As always, please keep your questions and comments coming through the #AskAsh page. Many thanks to my Editorial Board for an amazing edition. All the best for the next half of the year and enjoy this anniversary edition!

Duty makes us do things Biggest Newswell but love makes us do things beautifully -Zig Ziglar

Big Headlines of Q2 Vodafone 10th Anniversary Of- fer Vodafone is 10 years and to celebrate, Voda- fone is giving all customers 10 times BONUS on all top ups. Vodafone Customers can share the same re- charge voucher with 2 friends to enjoy that same value just like Ekiki Mi. That's not all; they enjoy a flat rate of 10p on all calls and data.Vodafone bags 5 Telecom AwardsAt the just ended Ghana Information Technologyand Telecommunications Awards (GITTA), VodafoneGhana took home five key awards including Tele-com Brand of the Year, Telecom Business of theYear and Internet of Things (IoT) Product of theYear.Our External Affairs Director, Gayheart Mensah, alsoreceived a special award for his outstanding contri-bution to telecom advocacy.The Chief Executive, Yolanda Cuba was also namedthe Telecom CEO of the Year at the event SME Month SME Month kicked off with a pleth- ora of activities lined up to mark the month.Vodafone Way heroes These included SME clinics across the regions, a master plan to regis-Well done to our Heroes for Q1 2018 for charting this ter 1,000 SMEs online as well as apath of excellence and delighting our customers. Masterclass programme, in part- nership with CEIBS, to build the ca-We recognise and celebrate Juliana Ametorwogo, for pacity of these businesses and aemerging as our Global Hero for the quarter, as well as host of other activities.John Byll and Akwasi Acheampong for emerging LocalHeroes for the quarter.Our Global Hero receives a signed certificate, HeroesBadge and a cash amount of GHC2,000. Juliana’s nomina-tor, Daniel Adanu also walks away with GHC700.

Big Headlines of Q2 LinkedIn Learning LaunchedFBB Employee referral We've launched a new partnership with LinkedIn Learning, one of the world’s leading on-demand learning providers. LinkedIn Learning is brought to you by Vodafone University to complement our learning offering with a seamless user experience.The Fixed Business Unit is still giving staff There are so many advantages to usingthe opportunity to refer potential FBB LinkedIn Learning, including:customers within selected coverage areas • Unlimited Access to more than 6,000and enjoy amazing rewards. tutorials in English, covering business, creative and technology topics. ThisAll employees with the exception of the supplements the existing 4,500 piecesField Engineers, Sales and Retail of in house learning content we alreadyteams are eligible for this referral have.scheme. • Personalised Recommendations to ensure that you can get started straightDetails required are customer name, valid awaycontact number and the location of • Expert Instructors: Learn from indus-where the service is needed try leaders. • Combining theory with practice: Re-Send the details to DL-GH- inforce new knowledge with quizzes [email protected] or send exercises.to WhatsApp line 050 1600 333; oncethe customer is activated, you receive To start your learning journey, visit theyour reward LinkedIn Learning page in Business & Agile Skills academy In Vodafone Uni-Employees now have an option to indi- versitycate their preferred rewards. This willeither be in the form of MelcomVouchers or Vodafone Cash. The latteroption will however be subject to tax.

Big Headlines of Q2 VodalympicsHello from Nick, our new In line with our drive to become a digitalCEO telco, we have initiated a program to rollout a Chatbot to augment our custom-Watch video here er interaction channels and drive a “WOW Customer Experience”. The introduction of a Chatbot will improve both our response time to customer enquiries and service level at our expe- rience centre, which will result in im- proved customer experience.Vodafone Ghana partners The Technology team working collabora-Social Media Week Accra tively with the Digital Transformation, Customer Experience and Experience This partnership reinforces our leadership Centre teams took up the task of imple- position in Ghana’s Digital Revolution. menting a Chatbot by organizing a Hacka- thon, Vodalympics. As part of this year’s activities, there were Two teams were formed: Devcon and various Social Media masterclass sessions ThinkPot, and over a 2-Day sprint, the as well Thought Leadership sessions on vari- teams developed two working chatbots ous Digital trends. with team Thinkpot emerging s winners of the hackathon Vodafone will also hold 2 SME clinics for its customers during the week, as well as storm . the Madina market to digitize about 1000 businesses.

Obstacles are the raw materi-als for great accomplishment —Tommy Newsberry

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Down the memory LaneyWeaatrcshOtnhe classic narration of 10

PERSONALITY F CUS A colourful journey of 35 year—TT tells us more!“Hi Everyone, and welcome to this quarters edition of Re-aim magazine.Thank you very much or sending your comments, questions and sugges-tions to improve. I am so excited about this quarters edition because it isour anniversary edition and so we have lots of exciting things, we havepictures from the anniversary dinner, the engagement with employees. Iam especially excited this morning because I have with me, the longestserving member of out team. I call him TT, so I will ask TT a few questionsand I'm sure he has a very long and colourful history of Vodafone that hewill share. Without wasting much time, I will like to say a big welcome toTT, are you ready for my questions? Of course TT’s name is Albert ArmahTettey.My first question is, you’ve been here 35 years, how has the journey beenwith Vodafone?”Watch the full interview here

Frontline PersonalityInterview with Samuel Elom DoeBy J’ezkella Afoakwah Hello Everyone and welcome to the 4th edition of the Re-aim Magazine and today for our Frontline Personality, we have Samuel Elom Doe who we will be introducing to you, to tell us about the wonderful things that happen in hi space, so enjoy! Watch the full in- terview here

1 Hello Ash, is there any reason why the leave calendar is pegged to calendar year and not financial year. The reasonfor asking is because the demands at different times during thefinancial year such as year -end activities, differs from the calen-dar year.The reason for the leave calendar running from January through De-cember is basically more to do with keeping with convention than any-thing else.2 Hello Ash, if I do not exhaust my leave day, can it be con- verted to cash at the end of the year.Unfortunately not and we do this for your own good. We want employ-ees to take their leave and get rested, as total wellbeing is extremelyimportant to us as an organization. The only time we pay out for leaveis if an employee is leaving the company and haven’t exhausted theirleave

3 Hi Ash, I personally appreciate the improve- ments made on the health insurance benefits especially on the flexi-care pay-out. I want to find out if as a single person with no dependents can that allocation be invested on my behalf or sign on at least one parent . We are actually looking at the option of employees being able to add on parents or other persons and we’ll get back to all employees once we have com- pleted the financial impact to us and reviewed with our health care provider.Tongue twister: Hashtag Ask Ash—You cannot say it more than once. LetAsh hear from you. Send your ques-tions on 0202009990 [email protected]

Diary CheckProposed Date Activity5th –23rd Nov People Survey7th & 8th Nov Instant Schools ActivationDecember Christmas PartyDecember Festival of Plays—Roverman Production24th December Citi FM D2R 2018

Laugh Out LoudAct of LoveJim and Edna were both patients in a mental hospital.One day while they were walking past the hospital swimmingpool, Jim suddenly jumped into the deep end. He sank to thebottom of the pool and stayed there.Edna promptly jumped in to save him. She swam to the bot-tom and pulled Jim out.When the Head Nurse Director became aware of Edna's heroicact, she immediately ordered her to be discharged from thehospital, as she now considered her to be mentally stable.When she went to tell Edna the news she said, \"Edna, I have good news and bad news.The good news is you're being discharged; since you were able to rationally respond toa crisis by jumping in and saving the life of another patient, I have concluded that youract displays that you have a sound mind. The bad news is, Jim, the patient you saved,hung himself in the bathroom with his bathrobe belt right after you saved him. I am sosorry, but he's dead.Edna replied, \"He didn't hang himself, I put him there to dry. How soon can I go home?\"If you think education isexpensive try ignoranceAll the staff of the regional hospital were so alarmed as anyone who is admitted andput on bed number 5 close to the door dies by 8:00am the next morning. It was be-coming alarming so they called some pastors suspecting it could be spiritual but to noavail. The management decided to place cameras to know what really happens before8am everyday.The following morning, Kofi the cleaner shows up on his cleaning routine. Whistling tohimself, he unplugs the oxygen and connects his phone to charge. After about 30minshe is done and replaces the plug of the oxygen machine.Source: Jokesafrica.com

Book of the QuarterBook Summary - Crack on!!You know, my intention was to summarise a flimsy book I’d read in the past few days. Imulled and lingered over the idea and decided against it. Why summarise when I cango back into time and let you into a few of the books I read growing up! That’ll be a bet-ter take than this mundane exercise.So here we go!I was in junior primary when my mum took to a private teacher to help her kids out af-ter school hours. That single decision altered the entire course of my general outlookand saw to it that I became a man obsessed with literature and consumed by every-thing from Homer to Geoffrey Chaucer and good ‘old’ William (Not Shakespeare) ifyou’ve known him for that long.Tom Brown’s Schooldays by Thomas Hughes. A book of books. You get a sort of ex-treme fascination with the characters when you pour your heart into that book. I was inlove with Rugby. Tom. Arthur, Headmaster Arnold. Harry East. Slogger Williams. Theymade my childhood all the more pleasurable. I still, off the top of my head, remembersome of the sub-headings- ‘The war of Independence’ when Tom and East were giventhe liberty to fight and destroy Flashman, the school bully. Then there was the ‘BigFight’ where Tom had this monstrous battle with Slogger Williams on the school parkwith Harry East at Tom’s ringside. I still can picture the images and they held me spell-bound.Tom Sawyer by Mark Twain (Samuel L. Clemens). Mark Twain was the greatest hu-mourist who ever lived and he showed it in this book. How can I, in my wildest dreams,forget Injun Joe, the Red Indian, who terrorised Tom and became a hate figure in theneighbourhood; the Deaf and Dumb Spaniard, who could speak after all and Muff Pot-ter, who was imprisoned due to a false accusation placed on him?

Then there was Becky and how obsessed Tom was about her and how, surprisingly,anytime Becky had a fight with Tom, Amy Lawrence was willing to accept Tom backas a former lover. I remember Huckleberry Fynn, the legendary thief and a friend ofTom and his fascination for the Mississippi river and the famous catchphrase of‘Halt! Who goes there… Name your Names.”Daniel Defoe’s Robinson Crusoe was a great read! Crusoe’s shipwrecked state andhis wanderings in the wilderness can still charm any avowed lover of literature. Iused to get fed up with the numerous chapters and wondered when a ship willcome calling to take him back to England. ‘Friday’, the cannibal Crusoe tamed,brought life to the otherwise dragging story and my joy was complete when at lasta ship came and took them away to England.The Trojan War by Rex Warner, for me, was the beginning of my interest and greatinsight into Greek mythology. The Trojan War and good old Odysseus and his witand wisdom told a great tale of the ills and misfortunes of war and how one manfrom Ithaca changed the course of Greek pride and saved them from Hector and Pri-am. The word “Odyssey” gets its origin from this Greek warrior. I will never forgetAchilles’ combat with Hector; and how he outclassed and dragged his body rightbefore the very eyes of king Priam and brother Paris.Frankenstein by Mary Shelley depicted a surreal and gothic side of writing andfilled me with chills and goose pimples when I was reading it. It was some kind ofshadowy presence of the supernatural at times. The story about the creature thatlater became his creator’s nemesis was deeply horrifying and scary sometimes tome. Mary Shelley amazes me even till this day and I am convinced, without any iotaof doubt, that Anne Rice of the ‘Vampire Chronicles’ drew a lot of inspiration fromher. Such vivid imagination and original creation baffled me then and even now.What more can I write about? The Makers of Civilisation by M.I. Potts? The Can-terbury Tales by Chaucer? Five Minute Biographies by Dale Carnegie, etc? Anoth-er time maybe!...Written by Ebenezer Amankwah

•The People Survey is an opportunity for everyone at Vodafone to make a difference. Your feedback could change the way we do things for the better.•By listening to this feedback and taking action as a result, managers will have the op- portunity to make a real difference in the engagement of their teams and delivering business performance.•An opportunity to measure alignment to our strategy, enablement of our people and engagement. The survey results allow us to identify areas where we need to im- prove and also celebrate the things we do well.•Engaged people feel that their work is more than “just a job\"; Engaged people care about and take pride in their work, their company and their customers, and as a re- sult, they're motivated to go above and beyond. The result - engaged people de- liver better business results Do it today!

Recipe Corner - Minty Pina Colada Ingredients Ice Cubes Pineapple Juice Coconut cream Mint Rum. Method Place ice cubes into a blender and pour pineapple juice. Add the coconut cream to the mix. Drop few leaves of mint as well. Pour the rum to your satisfaction Now serve in a glass and enjoy!!!! Watch how to prepareCompiled by:Elom Amedume

HR Learning SeriesHealth Awareness WeekCatch-up on some great nuggets fromseasoned resource Health Practitionerson Workplace— Live recordings1. Breast cancer2. Ergonomics3. Nutrition & Diet4. Stress Management

My Blood is RED Written by Douglas McAteerSince I joined Vodafone Ghana 18 months ago, Vo- dafone has encompassed my whole life. I cannot travel anywhere without checking on network quality, talking to people about their experienceson the network and I try only paying with Vodafone Cash. I’mso obsessed that I get angry whenever I see anything yellow,including my breakfast cereal packaging!Vodafone Cash in particular has the capacity to make such animpact on the lives of Ghanaians. I care so much about it,which can be frustrating at times but also gives me a greatsense of fulfilment and worthwhile.We must keep pushing!

Digital StreetThe Future ofCustomer ContactCentresCompanies with large customer bases usually set up contact centres to handle customer complaints and feedback. A contact centre is a central place where all customers can contact a business via phone, email, or social media. There, issues are received and managed to ensure good customer experience and after-sale service. The success of any company’s marketing and sales campaign directly hinges on the experience and satisfaction customers derive from the company when they encounter chal- lenges. Every interaction a customer has with a company’s contact centre ends up in one of these: the customer either becomes a detractor; one who actively campaigns against the company [usually on social media and by word of mouth] due to a bad experience or the customer becomes a promoter, one who actively campaigns for the company. Some cus- tomers are also passive and may neither promote or detract your brand. Current state of contact centres In staffing contact centres, organizations have to recruit, train and maintain agents who will essentially be the voice of the company. Speed, accuracy and one-time resolutions are vital to the efficiency of any contact centre. In order to cut down on operational expenses with- out impacting customer experience, companies have to be very tactical about staffing. They normally rely on projections and trends to predict call volumes for subsequent days. Read More Digital Transformation

Digital Street“According to World Economic Forum, 75 Mil-lion roles we have today will be displaced byautomation and algorithms. While 133mil-lion roles will emerge, hence the need to knowhow to get ready. Emerging skills like Data ana-lyst, Scrum masters are now in high demandbut we need to be ready for the future’’.Remember change is the only constantCheck out Vodafone Future Job Finder for more

How well do you know Vodafone’s HistoryPage 1 Page 2 It’s a QR Code pop quizDownload a scanner , Scan the code and send your respons-es to 0202009990 or [email protected] First 20 answers get Vodafone Souvenirs

Meet the RE-AIM Editorial Board Alberta Ashiokai Joy SethEben Dorothy J’ezkellaREAIM - Reliable | Empathetic | Ambitious | Innovative | Motivated The winning values!



DON’T STOP UNTIL YOU’RE PROUDHappy 10th Anniversary!