Telenor Pakistan has bagged the best customer service award at World Communication Award (WCA) 2016. The WCA, which was held on November 29 in London is the global pioneer in telecom awards.
The judges at the WCA lauded Telenor Pakistan’s customer service as “a truly customer-focused program backed up by customer metrics, but linked to business impact, which is significant.” Also, the wireless telecom network demonstrated remarkable growth in customer services infrastructure along with team’s customer-handling proficiency.
Over the past few months the company has been working hard to offer improved services to its users. For instance, Telenor recently announced that it has designed the “Customer are us” approach to interact with customers and the company claims that the move helped it in developing 300,000 positive interactions. Also, the company removed the old revenue based call routing system and replaced it with customer need based queue system.
It is worth mentioning that Telenor is the only telecom company in Pakistan that structure its call routing system based on what customers actually needs and not their revenue profile. Also, many reports indicates that new approach helped the company to step up its game as it witnessed fall in the total number of callers (impacted daily due to delayed wait time, or not being able to get through) from 42,000 to 5,500 in 2015.
The recent moves made by Telecom indicates that it is gearing up to position itself as a dominant force in the wireless telecom industry, following major acquisition agreement between Mobilink and Warid. It seems that the main aim of the company is not to continuously evolve overtime, but also introduce new and more efficient ways to offer improved services to its customers.