Customer Care

Customer care is at the core of all PTCL activities. It is our endeavor to provide customers’ services through various touch points for their ease, be it online, through phone or by visiting one of our locations.

Customers can reach us through our One Stop Shops (OSS) which offers one window operations. Newly setup and upgraded to give an unmatched modern ambience, a standardized look and feel supported with the state of the art IT systems in place to provide unmatched service to PTCL consumers. A total of 116 One Stop Shops operate at strategic locations in many cities and towns across Pakistan with a dedicated staff of 700 well trained customer services representatives and Supervisors to facilitate our customers. These OSS’ offer a host of products and services which include Order Booking for PSTN,  Broadband, Smart TV; Sale and support for Wireless Local Loop (Post and prepaid) and EVO Wireless Broadband;  Billing Services (payments and issue resolution); general inquiries; Information Services and complaint handling.

Our staff at the OSS is imparted with regular and periodic trainings on products and services to keep them up-to-date and current with information on new promos and offerings. Soft skills training ensures us, that we always present a friendly and courteous face at these touch points so our staff is able to handle customers from varying backgrounds and different walks of lives.

PTCL also offers majority of its services through its contact centers giving customers the convenience of utilizing its services without leaving their homes or offices. The four Contact Centers, two in Lahore, one in Karachi and one in Rawalpindi work round the clock 24/7, 365 days a year ensuring our support at all times. Operating with a staff of almost 1200, PTCL ensures quality services are provided to the customers by regular trainings at the Contact Centers.

PTCL previously had a manpower-reliant Contact Center which has now advanced and developed into a process-oriented Contact Center. With multi-segmented approach to handle customers (inbound and outbound) according to their needs using state-of-the-art technology, the Contact Center has progressed towards betterment by putting parameters together for efficiencies and effectiveness to provide First Call Resolution, hence better customer services.

To further facilitate the valuable customers; PTCL is developing an effective online interface through which customers would be able to order n majority of PTCL’s products. That web portal will enable customers to manage their accounts and billing as per convenience of their time and location. Customers will be facilitated to submit their suggestions and feedback regarding all services provided by PTCL. Furthermore, an online complaint form would enable customers to register their complaints using web based services.  

To further improve Customer care in the Regions, PTCL has established Service Support Centers throughout the country. The SSCs perform core functions such as communication with customers, analysis and follow-up on faults and service provisioning regarding all PTCL services. The SSCs also are engaged in coordination with local exchanges for expediting Customer Service issues.