This Cellular Company was launched in Pakistan couple of years back. So far it has become effective competitor in the context of subscriber base and the revenue share as well.
Company is best known for its corporate social responsibility, human resource management techniques and some other characteristics, but today I want to point out some loopholes, which are there, and are required to be rectified.
Customer Services:
When the word “Customer services” come to one’s mind, it is meant as quality, delicateness, complete information, courtesy, smile, obliging, problem resolutions and maximum network coverage etc.
However, with this company, if you are frequent caller than it may even dare to block your help-line access quota and may you get message that you will contacted shortly or “All operator are busy” and so on.
They need to pay attention towards IVR procedures and caller help line scheduling to provide maximum customer services on the 24/7 available helpline.
Agents are in Hurry:
Most of the time, if you are asking for another question, agent will adopt a tone, that will might give you feeling that “Agar iss say bad koi question poocha to number block kar donga”.
There is no courtesy like “Sir, iss k ilwa kuch poochnay chahyen gain”, instead they give an impression “Thanks for hanging up, Sir”.
Quality Monitoring:
There quality monitoring teams have settled that much odd KPI’s to determine the agent performance that agents do not even care about how they are talking or how they are dealing with customers.
Customer Service Centers:
The customer service center staff is more casual and will give you more casual comments.
This article is not to criticize but to provide 100% wake up call for those telco’s who are still having dreamed to win the customers without having emphasis on customer services and customer delight programmes. They need to bring new innovations and competitive edge in customer services program, because future will only support those telco’s who will concentrate on customers’ delight rather than Pooraa PAAraa..
