In order to receive, manage, process, and address customer complaints via a toll-free number, the Pakistan Telecommunication Authority (PTA) has made the decision to establish Consumer Management Services (CRM) and run call centers.
With a minimum of 12 seats for agents and two supervisors, and the flexibility to increase or decrease total time based on future requirements and needs, the Authority will hire a company to provide Consumer Support Center Services (Call Center) to the PTA for 14 seats. Protecting telecom users is one of its duties. As a result, PTA offers Telecom users complaint management services to address customer complaints.
PTA currently handles complaints through a cutting-edge consumer support centre that is fully integrated with all parties, has 12 operational phone lines, and uses a complaint management system that is fully functional.
The new system will cover the following areas:
- Provision of a dedicated call center (0800-55055) for PTA with seats (12) and supervisors (2) from 9 AM to 9 PM for 356 days
- Complete shifting or migration of PTA’s Complaint Management System (CMS) and complaint domain (complaint.pta.gov.pk) from an existing service provider or vendor, backup of data, and hosting of PTA’s CMS and complaint domain (complaint.pta.gov.pk) on the servers of a qualified bidder
- Continuous upgrade and maintenance of PTA’s existing Complaint Management System (CMS).
- Accessible through the Consumer Support Center (toll-free number: 1-800-550-555).
- SMS service (For communication with the complainant)
- Payment of the SSL certificate for the PTA complaint domain (complaint.pta.gov.pk)
- Operations of developed call centers—with state-of-the-art technologies, including hardware and maintenance of the existing PTA software application.
The Consumer Protection Directorate (CPD) of PTA is dedicated to defending consumer interests by ensuring that telecommunications systems run without hiccups, are properly maintained, and that end users receive high-quality telecommunication services.
The following are the main forces of commitment:
- to timely process and redress telecom complaints lodged with the PTA by consumers.
- to coordinate with the telecom operators to ensure the provision of quality ICT services to their respective customers.
- To comply with the regulatory requirements and continually improve the effectiveness of the quality management system, see the Quality Policy and Objectives of the CPD for its continued suitability.
- to ensure that all employees and stakeholders are well aware of the requirement of the complaint handling mechanism according to the Pakistan Telecommunication (Reorganization) Act, 1996, rules, regulations, standard operating procedures (SOPs), and compliance with government policy.
- Registration, analysis, and redressal of complaints help gauge the pulse of the telecom industry and identify areas for regulatory work in the larger interest of consumers.
- Effective compliance with the requirements of ISO 9001:2015
The project will provide the following:
- Increase the PTA’s responsiveness, efficiency, and accessibility by offering enhanced consumer support.
- Better telecom consumer care and a proactive approach through the support center
- Efficient use of existing manpower deployed for complaint management, CVD, DIRBS, etc.
PROJECT GOALS
- improved consumer satisfaction.
- better end-user support
- on-call resolution of consumers’ queries and complaints.
- efficient system by reducing back-office procedures.
- improved visibility of trends for PTA management.
- reduce walk-in users and ensure an enhanced consumer experience through the support center.
- generate leads for CPD, DIRBS, and other PTA teams.
- provide a means of measuring the effectiveness.
- achieve consistency in addressing consumers’ inquiries.
