PTCL Call Center - An overview

PTCL Call Center – An overview

PTCL (Pakistan Telecommunication Company Limited) a public sector company but administered by Etisalat a dubai based telecom company.

PTCL is Pakistan’s only fixed line network company having customers for fixed line, broadband and other services of more than 1 million. PTCL has huge market share in consumer market of Pakistan among its competitors. Its services are all over Pakistan both in urban and rural areas. It is the only network which dominates in broadband and voice network through its fixed line (PSTN) and wireless products.

Wide range of products and latest technology adoption has brought PTCL in a race with other companies. Few years back PTCL was sinking due to emerging cheap voice solutions by mobile companies. At that time PTCL share were sold to international company with administrative rights. Now PTCL is giving tough time in market to its rivals.

To facilitate customers PTCL opened its call center for customer support in Lahore and Karachi with state of art technology and specialized team. In 2006 PTCL launched its call center operations in Lahore. It was not a traditional call center like 17 helpline. It’s a modern state of the art call center developed by a worldwide famous CMMI level 2 certified chinese telecom vendor named ZTE.

A 138 seat call center was established in a newly purpose built building. Whole infrastructure was deployed by ZTE through its extensive proprietary solution. PTCL started its call center by providing support of vwireless or WLL product to its customers. Later broadband DSL service was launched and sooner voice messaging service was also launched. Then in short span of time Pakistan Package, Billing service, Value added services and evo brands were introduced in market.

All information queries, order placement and after sales support is done by this call center.

This call center is TDM based. It has enormous amount of media extended towards exchanges for connectivity, latest high end servers, cutting edge software and long back up power infrastructure all built in at a single place.

For voice it has E1s and wireless connectivity with exchanges, for data it has E3s those connect this call center with Islamabad and Karachi. This call center is blended call center and provides services for inbound, outbound and robo calls, auto dialing and sms broadcasting services.

Now the call center is expanded from 138 seats to 270 seats by making its both floors operational and divided into different departments with knowledge based CSRs. Plasma screens, training rooms, cafeteria, huge parking area, surveillance cameras, 24x7x365 operations and CSR to EVP presence make it distinguished among all other call centers.

This is the only TDM based call center in Pakistan that provide all modern features of today’s world in fixed line and wireless products. Currently call centers are converting their infrastructure in to IP based call centers for flexible and ready to use features. But this TDM based PSTN call center has its own worth among all. Each and every feature is available in this infrastructure, you name and you can see it. The huge advancement in its existing infrastructure to meet the challenges of emerging new technologies is made possible by ZTE. None of its other competitors could make it possible by simply modifying their software in TDM based call centers, they swiftly jumped towards IP based solutions.

Notable is the fact that if TDM based software is that much flexible to accommodate all new features of today’s world then the IP based solution could bring new horizons towards the business.