Telenor digitises its customer services

KARACHI: In line with its ambition to become the most preferred digital services provider, Telenor Pakistan is taking its customer service experience to next level with digital competencies for walk-in as well as online customers. Telenor Pakistan has announced multiple initiatives that are based on its customer centric operation and digital strategy to ensure customer satisfaction through simplified processes, speedy query resolution and, for most part, within one interaction with the company.

The first initiative aims to digitise majority of customer centric activities at Telenor Pakistan’s sales and service centres. The installation of Digital Customer TouchPoint – an automated touch-point will introduce the self-servicing concept at sales and service centre in Blue Area, Islamabad.

Currently in testing phase, it is a state of the art automated machine that works on ‘customer to machine’ (C-to-M) operating model. It is equipped with biometric verification device and will offer GSM as well as Easypaisa related services. Customers can purchase new SIM cards, replace existing SIM cards and open Easypaisa mobile accounts all on their own. Going forward, additional features will also be added on, which will include MNP, sending and receiving money via Easypaisa, e-load, utility bill payments and Telenor postpaid bill payments.

In parallel, with the outpouring of internet uptake and its 3G subscriber base reaching 6 million, Telenor Pakistan’s customer care team has established a dedicated contact centre to cater queries related specifically to internet based services. The development of “Internet Contact Centre” is an extension of the current 345 helpline, which will provide speedy solutions to customer queries. Responding to a strong 3G penetration, the centre will be backed by an efficient team of ‘internet specialists’ who will not only resolve incoming customer queries immediately but will also guide them to get the most out of Telenor Pakistan’s mobile internet connectivity. The Internet Contact centre will be accessible 24/7.

While inaugurating the initiatives in Islamabad, Telenor Pakistan CEO Michael Foley said, “We are very excited about these initiatives as this heralds a new era of digitalisation in the country. Customers are at the heart of everything we do and our ambition to empower customers with technology drives our innovation in the areas of mobile telephony, Internet and financial services. The world is moving towards an era where digital solutions take precedence for quick and efficient customer services and Telenor Pakistan is at the forefront of making this transformation possible in Pakistan,” he added.


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