Telenor’s new campaign is all about caring for its customers

Find out how Telenor improves customer care experience through campaign #TelenorHearsYou


Telenor Pakistan
Press Release

In today’s digital age, communication with customers has become critical to the survival of companies. Digital media evolution has paved way for customers to interact with and provide feedback to companies so that they can grow. Social media allows the flexibility for two-way communication between the brands and consumers.

With constantly increasing avenues of digital communication and customer knowledge, companies can no longer get away with one-directional communication.



Why customers are important to Telenor?

Telenor Pakistan deeply values and cares for its 42.5 million customer base. The needs and requirements of their customers are immensely valuable to the Telenor team. Therefore, the brand makes a vital effort to improve its services.

Why Telenor is doing this campaign?

Keeping customers in mind, Telenor Pakistan deployed all efforts to serve them better by launching its interactive campaign #TelenorHearsYou. Through this campaign, Telenor Pakistan aims at reaching out to customers by proving that the brand listens to its customers' complaints and efficiently responds to their concerns by implementing effective changes in its systems and processes.

How Telenor cares for the customers?

Unlike its competition, Telenor realises that every customer has dissimilar set of needs and requirements from their network. That's why Telenor's top priority is to improve every customer’s network experience.



How Telenor is improving customer experience?

Leveraging customer insights and feedback from all avenues, the following steps were taken by the Telenor team to provide superior customer experience:


  1. Telenor empowered customers so they could perform their daily routine tasks with ease. For example, with  the introduction of code *710# and My Telenor App, customers could check their account details, package plan details and subscribe offers. Additionally, they could block and unblock their sim, got their puk/pin code and were able to perform many other routine tasks without any difficulty.

  2. The brand encountered reduction of helpline call volume by 50% due to the fixes made to call blocking, incorrect billing, incorrect offer activation and de-activation, bundle priority issues, location based complaints and cell-site fixtures.

  3. Telenor authorised their call centre agents to take decisions which helped them solve customer issues. They were empowered to go the extra mile and fix customer problems. For example, balance was added to a customer’s account in case they were charged incorrectly.

  4. As a result of all the these efforts, Telenor was able to:


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  • Achieve ‘No. 1 Socially Devoted Brand’ award since June, 2017 due to active social listening.

  • Be second on the list from first with respect to PTA complaints, which clearly indicated a reduction in complaints.

  • Reduce call volume of call centres by 50%

  • Increase contact centre service level from 75% in July, 2017 to 99% in December, 2017.


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Exciting things are happening for Telenor Pakistan and their customers. In order for you to be served better, start using #TelenorHearsYou and upgrade to Telenor 4G speed for a premium experience.

 

 

 

 

 

 

 

 

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