Orascom Telecom (Mobilink)
Mobilink is one of the leading Telecommunications Service Provider which comes under the Giant umbrella of Orascom. In Pakistan Mobilink has 22 service centers, in different cities, which facilitate the company’s customer care operations. Wavetec has installed its Queue Management Solutions in 22 branches to help Mobilink streamline their customer flow in their service Centers.
Key Offerings
- Integration: Wavetec’s Queue management solution has been seamlessly integrated with Mobilink’s CRM database which informs the customer service representatives about the customer being served.
- Priority Calling: Wavetec’s queue management solution provides Customer Service representatives with an opportunity to call/serve customers according to priority levels set by the management.
- Real-Time Reporting: Wavetec has provided a Real-Time reporting tool to mobilink which informs the decision makers about the service quality levels. These reports are web based and can be accessed from any location in the world. At mobilink these reports are viewed by supervisors at branch level and decision makers at the central level. With the help of these reports decision makers at the head office can view real-time data about a service center located in any remote area of the country.