Telenor triumphs in customer care, wins WCA Best Customer Care award

April 11,2017
Telenor Pakistan clinched the title of the “Best Customer Care Award” at the prestigious World Communication Awards (WCA) 2016. The WCA, which was held in London on November 29 this year, is the global pioneer in telecom awards. Brands from around the world are honored at the annual awards, after being scrutinized by renowned members of the communications industry on a rigorous set of criteria. Telenor Pakistan made the country proud by standing out on the top in the Best Customer Care category around the globe. Some of the worthwhile efforts that landed Telenor Pakistan this award included:
  • Reduced call-waiting times.
  • Prioritizing call routes based on need, rather than revenue.
  • Closing the query loop in a single call.
The judges at the WCA commended Telenor Pakistan’s customer service as “a truly customer-oriented program backed up by customer metrics, but linked to business impact, which is significant.” To attain the height of such brilliance, Telenor designed the “Customers are us” approach for the customers which greatly helped in cultivating over 300,000 positive interactions. The company abandoned the old revenue based call routing system and replaced it with a customer need based queue system. This change made Telenor the only Telco in Pakistan to structure their call routing based on what the customer needs, and not their revenue profile. With the help of its smart approach, Telenor reduced the number of 42,000 callers (impacted daily due to delayed wait time, or not being able to get through) to 5,500 in 2015. As of now, 13,500 calls are not being abandoned or rejected and 7,000 previously being restricted are able to connect. 16,000 customers having a wait time of 15 minutes or more was condensed to zero customers waiting more than 5 minutes in a day. Telenor’s philosophy has always been intensively customer-centric, by keeping their customers at the heart of everything they do. The craving to provide the best customer care fuels their efforts to bring innovation and quality services to their service subscribers. Multiple channels of communications have been opened for Telenor’s customers over the years to provide them 24/7 assistance and care not only in the form of products but also community servicing through various activities that have engaged the masses at large (e.g. Tweet A Meal in Ramazan). Telenor aims to not only continuously evolve over time, but also invent new and even more efficient ways of providing care to their customers. To turn up the appreciation level and to extol the untiring endeavors of customer support executives of Telenor, IBEX Global, therefore, held an igniting award ceremony patronized by elite crowd in the premises of IBEX Tower on 30th March 2017. Moreover, awards distributed among plethora of categories to boost the morale of employees and to galvanize their productivity further. The Awards ceremony recognized achievement in almost every facet including:
  • Resolution unit (RU)
  • Process reengineering
  • Code of conduct
  • Best Supervisor of the year
  • NPS Category
  • Best Customer Support Executive of the year
With the huge round of applause on every award and with the faces of employees keep blushing with the gleam of happiness and celebration, it could be truly surmised as a sign that no matter how steep the competition would be in future, they are ready to take the charge over it. With its perpetuated commitment to Customer Care, Telenor Pakistan in collaboration with IBEX Global, hopes to keep driving forward the telecom industry standard in Pakistan. Contributed By: Sehrish Shakeel Employer Branding Team

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