Kabul, Afghanistan, September 12, 2007: On September 2nd, in Dubai, Roshan, the country’s leading mobile operator, received the “Customer Service Provider of the Year” award from the prestigious telecom magazine CommsMEA. Roshan, competed for this award among other strong telecom operators from the Middle East and Africa, and was selected by a panel of judges who evaluated Roshan’s ability to demonstrate application of technology, world-class standards and measurements, as well as quantifiable results in providing quality customer service.
Today, Roshan supports over 1.4 million customers and is the first in Afghanistan to have installed the latest in an Interactive Voice Response (IVR) system, which offers a wide menu of options that quickly directs the customer’s call to a specific area for a fast resolution to an inquiry. The centralized Call Centre in Kabul provides customer support daily from 6:00 a.m. to 10:00 p.m. The company has also established walk-in centers staffed with trained customer service representatives in 31 cities across the country because many customers prefer a face-to-face interaction with a Roshan representative, in particular, in the rural areas.
“From the beginning, we have been focused on the customer. We were the first company in Afghanistan to build out a world-class customer service support through bridging technology innovations like the IVR system and investing resources in training of our staff. Additionally, we implemented a CRM (Customer Relationship Management) system, a platform used by many global organizations, which helps Roshan to customize the customer service approach because it can tailor the service and the product offering based on exact profile of the customer. CRM help us deliver the right service to the right customer.
We pride ourselves on being able to offer exceptional customer service support to all our customers across the country, and we are pleased that others follow our standards,” stated Altaf Ladak, Chief Marketing Officer of Roshan. “This is a special award for Roshan. We are very committed to bringing technology innovation in all areas of our network, products and services and customer support. But, equally important, is the development of our workforce and in particular the women, who represent 20% of the customer call centre employee base. “commented Ladak.
Roshan (Telecom Development Company Afghanistan Ltd) is Afghanistan’s leading Telecom operator, with coverage in over 185 major cities and towns and over 1.4 million subscribers. Roshan directly employs more than 900 people and provides indirect employment to more than 20,000 people. Since its inception 4 years ago, Roshan has invested over US$260 million in Afghanistan and is the country’s single largest investor and tax payer. Roshan is deeply committed to Afghanistan’s reconstruction and socio -economic development.
September 16, 2007