1. Company Profile

2. Content
2
Act Solutions:
 About US.
 Our Vision and Mission.
 Why ACT?
 Our Training Methodology.
 Our Clients.
 Our Consultancy Methodology.
 Case Studies.
 Training Courses.
 Contact Us.

3. WHO WE ARE ?
We’ve been in the Business as
Telecom Professionals working with
multinational companies since 1999
and served as Consultants and
Trainers for the past 7 years. We’ve
decided on 2007 to establish our
training & consultancy firm and
named it ACT SOLUTIONS(ACT).
Who we are ?
Our Story
3

4. Our Believes
Vision and Mission
Vision: ACT aims at Developing the Human
Potentials in the MENA region, helping in
advancing the organizations and individuals’
careers.
Mission: To positively influence business in the
region by becoming more professional in
carrying out their business through consultative
training that’s based on real understanding of
business models and working out a tailored
solution and customized models that answers
every customer’s unique needs.
4

5. Our Competitive Advantage
Representation of the three influencial factors :
Competitive
advantage
12 Years of Experience in
multinationals all over the
world.
5

6. Competency Based Training
Analytical skills
Leadership
.
Results Oriented
.
Customer Focus
.
Problem solving and decision making
A
L
RC
P
6

7. Experiential learning : Do , Reflect , and Apply
Customer
Experience the activity and do it
Process , analyze the
experience
Generalize to connect the
experience to real- world
examples
Apply what was learned to a
similar situation
Share Reactions,
observations publicly
Evaluate the results
Amend to fit
1
2
3
45
6
7
Our Methodology
DO
Reflect
Apply
Part of our
tools
7

8. Our References
8

9. `
Courses’ Evaluation
Last year average scores
“The participants' evaluation was extremely
positive, with an overall average program
rating of 4.8 out of 5.”
9

10. We proposed a structured approach to develop the best Customer Services Strategy for Jawwal ; ensuring
customer satisfaction and retention as well as operational effectiveness
Approach to customer service strategy
What is the best Customer Services Strategy for Jawwal
to ensure a successful results in 2010?
What are the key drivers and best
in-class-practices for Customer
Services?
What are the options of setting up
efficient and effective Customer
Services operations?
What is the best Customer Services
Strategy for Jawwal?
Situation
Analysis
Benchmarking Options
Evaluation
of options
Design of
the
strategy
Implementation
1 2 3 4 5 6
Jawwal
Questions
Consultancy
Milestones
What
T.SMART
has
offered?
Internal
Analysis
Gathered all
required
information
before and
during the
consultancy
Benchmarking
Compared
the current
business
processes
with the
international
standards
Options
Provided
several
options and
solutions to
overcome the
GAPS
Evaluate and
select option
Evaluated all
options and
solutions and
picked up the
best to suit
Jawwal
Detail the
strategy
Provided a
clear
guidelines
and directions
to Implement
Jawwal
Strategy
Apply
Jawwal
Team
Our consultancy Approach
• Example:
SAMPLE

11. Case study : Retail boosting program
Background:
This account was undertaking a strategic move of assessing capabilities and competencies of its retail team; both
owned and franchise shops. Our team executed assessment centers for all levels ( Managers, supers and reps),
and came out with 70 specific personalized reports as well as generic development areas .
Description of Actual Services Provided by ACT:
• Developing competency matrix for each position.
•Assessment centers and CBIs.
• Development plans.
•Tailoring training programs to address the needs.
•Executing the programs ( Mar 2011 – Oct 2011).
•Operational plan.
Achievements:
-Increase in postpaid sales.
-Improve customer satisfaction.
-Promotion of high calibers.
- Maintain better communication level between management and staff.
-Reframe managers and supers KPIs.
11
In Jordan

12. Case study : Retail boosting program
12
In Jordan
SAMPLE

13. 13
Background:
In light of new entrant in the market, it was a must for our client to improve customer experience specially in
customer care department. The core of this consultancy was to come up with specific customer focus strategy ,
operations gap analysis and detailed departmental action plans.
Description of Actual Services Provided by ACT:
 Pre consultancy interviews .
 Building the customer care strategy.
 Setting departmental objectives and KPIs.
 Gap analysis.
 Recommendations .
Operational plan.
Achievements:
- Improve customer experience.
- Decreasing current SLAs.
-Maintain better communication level between management and staff.
Case study : Customer Care Consultancy

14. Methodology
14
Case study : Customer Care Consultancy
SAMPLE

15. Our Training Courses
Management &
Soft Skills
HR & AdminMarketing
Strategic Management
Change Management
First Timeleader
Leadership & Management
Team Building & Communication
Skills
Problem Solving & Decision
Making
Creative Thinking
Customer
Service
&
Call center
Sales
Amaze your customers
Up-selling and cross selling
Agents Level
Call center & VAM
Management
Customer Relationship
Management
Workforce Management
Planning and budgeting
Competency based HR
Strategic Human resource
management
Competency based
Interviews
Facilities Management
Level 1
Marketing Fundamentals
Customer Churn
Management
Customer Value
Management
Pricing Strategies
Corporate Selling Skills
Advanced selling skills
Retail selling skills
Sales Rep. Level
Retail Management
Customer Experience
Management
Customer Focus
Distribution Strategies
Corporate Social
Responsibility
Budgeting
Facilities Management
Level 2
Facilities Management
Level 3
15
2013 Training Catalogwww.tsmart-consulting.com
Business
Specialties
Customer Service
Emotional Intteligence
Sales Fundamentals Accounting Course
Brad Management Workshop
Events Management Course
Communication Strategies
Creative Problem Solving
Critical Thinking
Project Management
Time Management

16. Contact Details
Mr. Ahmed Hanafi
M:+20 1227177716
Tel: +202 25 16 83 35
Email:ahmed.hanafi@actsolutions-int.com
Contactus@actsolutions-int.com
www.actsolutions-int.com
16