Vodafone Egypt: The best of 2023
Vodafone Egypt has had a fantastic year, including a major revamp of its employee app, a bigger focus on mental health, turning retail employees into experts and a Gen V Day event for employees’ kids.
Vodafoners app – outstanding employee experience
While Vodafone has always delivered outstanding customer experiences, we’ve now extended this dedication to all employees through a significant transformation – a revamped Vodafoners app.
Originally launched in 2016, the updated app sets a new standard for digital employee experience with a seamless, user-friendly interface. With a remarkable 92% adoption rate among employees and over 40 000 monthly logins, the Vodafoners app has become an integral part of their daily lives.
It offers a comprehensive suite of services, from easy access to pay slip information and pension details to employee benefits and exclusive offers, as well as integrating on-premises vendors, transportation services, and a dedicated section for careers and learning opportunities.
The top three visited services are pay slip information, bus transportation booking and Vodafone Cash wallet recharge, highlighting their essential role in streamlining daily routines. With this in mind, the app features a convenient two-click process for recharging the Vodafone Cash wallet, available around the clock.
The Vodafoners app reflects Vodacom’s unwavering commitment to providing our employees with the best possible experience, promoting personal and professional growth by embracing technology and innovation in the ever-changing digital landscape.
iAssist – always at your service
Vodafone’s commitment to employees’ mental health takes centre stage with the iAssist employee assistance programme, which challenges the stigma around mental health and allows us to provide robust support to our workforce.
By offering employees access to professional therapists, counsellors and psychiatrists, iAssist contributes to a healthy, engaging work environment, reduces absenteeism, boosts productivity and enhances overall engagement.
Without breaching the privacy of any staff member, Vodafone Egypt facilitates access to a wide range of professional mental health support experts, fully funded by the company, ensuring no cost to the employee.
The programme, which is accessible through a dedicated service app, ensures anonymity. Vodafone only has access to a generic dashboard that tracks session numbers and areas of mental health focus.
To ensure the process is compliant with Vodafone’s policies, we worked closely with the service providers to protect employee privacy rights.
The iAssist programme has received a remarkable response, with over 500 sessions booked and zero complaints about user experience or the effectiveness of professional support.
Gen V Day – for the next generation of Vodafoners
At Gen V Day, formerly known as Bring Your Kids, Vodafone invites employees’ children to a fun-filled day of engaging activities that showcase the company culture to the younger generation.
The annual event aims to leave a lasting positive impression of what it’s like to work at Vodafone while instilling the importance of family values within the company.
This year’s Gen V Day introduced children to the Spirit of Vodafone, aligning all activities with our core values. These activities included virtual reality experiences that encourage innovation and teamwork, as well as an introduction to Vodafone services such as VodafoneCash.
The event created memorable moments for the children with a photobooth, dream job simulations, and opportunities for them to leave messages for their parents and Vodafone.
Gen V Day is distinguished by its deep cultural representation, engaging activities and a commitment to creating lasting memories for about 3 000 participating children.
Expert Resolution – turning employees into experts
At Vodafone, we prioritise delivering an exceptional customer service experience. We understand that our customers value professionalism, ownership, knowledge sharing and simplicity.
To foster customer loyalty, we’ve introduced the Expert Resolution programme, transforming all our customer service and retail employees into experts who possess in-depth knowledge of our products and services and can provide solutions effectively.
This programme ensures a consistent and seamless customer experience, regardless of the location or employee. The foundation of this framework includes a new business model, performance management KPIs and skill-set profiling for our employees.
We also offer rewards such as total pay repositioning and a 20% starting salary increase. The in-life aspect involves upskilling and preparing for the future with assessments in English, digital skills and behaviour.
Onboarding processes have been revamped, with promising results, including a 43% improvement in resolution time, 100% ticket resolution and the elimination of 4 500 complaints – all contributing to an enhanced customer experience.
