Paktel was one of the pioneers of the Telecommunications’ Industry in Pakistan. Inbound Call volumes were in excess of 30,000 calls per day managed from different Paktel facilities. The operations specifically related to inbound customer care and ticket resolution.
A public utility company of Pakistan managed its helpline in house, through agents answering call in each of the zones, for the whole of north of Pakistan. There was no visibility of complaints, its resolution, especially critical complaints, which were leading to loss of life and property.
