Telenor Pakistan won 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 honoured at the annual awards, after being assessed by renowned members of the communications industry on a rigorous set of criteria.

Telenor Pakistan made the country proud by coming out on top in the Best Customer Care category.

Some of the efforts that landed Telenor Pakistan this award included:

• Reduced call-waiting times

• Prioritising call routes based on need, rather than revenue

• Closing the query loop in a single call

The judges at the WCA lauded Telenor Pakistan’s customer service as “a truly customer-focused programme backed up by customer metrics, but linked to business impact, which is significant.”

To acquire such level of excellence, Telenor designed the “Customers are us” approach for the customers which helped in developing 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.

An overarching philosophy

Telenor’s philosophy has always been intensively customer-centric, by keeping their customers at the heart of everything they do. The desire 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.

With its continued commitment to Customer Care, Telenor Pakistan hopes to keep driving forward the telecom industry standard in Pakistan.