Page 20 - Insight 2018

CUSTOMER CARE

WINS IN 2018

By Contact Centre Team

Customer Care, with its focus on customer centricity, is the focus of various activities carried out at PTCL. It has also played an essential
role in mapping the customer journey at PTCL, as well as in uplifting PTCL’s image amongst the masses.

Online Customer Experience:
Online customer experience has reportedly enhanced by strengthening the online channels and bringing PTCL’s customers online.
With the focus on online channels, the traffic on PTCL website has shown an upward trend this year.
* 658,457 customers have created their PTCL Online Accounts.
* Online payment via Website and Touch App has increased from 2.8 Million (Aug, 2017) to 6.1 Million (Aug, 2018).
* Online adoption across the customer base has increased from 18% to 25.5% in one year. It includes the active users of Web & App,
Downloads, Social responses, etc.
* Online Bill Payment share has increased from 11.20% to 19.57% in one year. It includes the share of bills paid through Website,
Touch App, Online Banking, Mobile Banking & VTM.

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