Friday, April 9, 2010

PTCL Upgrades its Contact Centers

Pakistan Telecommunication Company Ltd (PTCL) has upgraded and advanced its contact centers to facilitate its customers.  Now PTCL customers can utilize its services through these contact centers with out leaving their homes or offices.
PTCL has four contact centers one each in Karachi and Rawalpindi and two in Lahore. These contact centers operates round the clock 24/7, 365 days a year. A well trained staff of 1200 personnel ensures quality service and support to our customers at all times.
These contact centers has been upgraded from a previously man-power reliant contact centers and now has taken the shape of advanced and developed process-oriented contact centers. They are equipped with state-of-the-art technology and parameters in place together with efficient and effective provision on the first call resolution.
SEVP Commercial Naveed Saeed remarked that these steps were an effort to ensure that all the customers both in-bound and out-bound, needs were dealt with speedily and effectively. He added that customer facilitation has always been the core objective of PTCL policies and programs.
Besides this, PTCL has also developed an effective online interface through which customers can order majority of products along with the facility of submitting their suggestions and feedback regarding services of PTCL. The web portal will enable customers to manage their accounts and billing as per convenience of their time and location. PTCL is also providing an online complaint form for their customers to register their complaints using web based services.
To improve customer care in the regions, PTCL has also established service support centers through out the country. They serve as a platform for communication with customers, analysis and follow-ups on faults and service provisioning regarding all PTCL services. They have also been engaged in coordination with local exchanges for expediting customer services issues.
EVP Customer Care Jamil Khawaja said ensuring effective customer care is the top priority of PTCL and all steps would be taken to simplify the procedures for our customers to eradicate any hurdles coming in way.

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