Roshan, Afghanistan’s telecommunications provider,
announced that its Customer Care Division has been awarded ISO-9001:2008 certification,
the highest level of quality management recognized by the International
Organization for Standardization (ISO).
Roshan’s Customer Care Division is the first in
Afghanistan and one of only a handful of in-house customer service call centers
in the world to achieve ISO-9001 certification.
“Roshan has consistently set the benchmark for
customer service in Afghanistan, and in the region. The ISO-9001 certification
demonstrates our commitment to ensuring the highest standards of innovation and
quality in meeting the needs of our customers,” said Altaf Ladak, chief
operating officer.
“Our market leadership position is the result of our
focus on our customers and ensuring the best possible customer experience in a
highly competitive marketplace,” Ladak added.
Roshan’s Customer Care division was awarded ISO-9001
certification after an exhaustive audit and rigorous assessment of its quality
management system and processes by an ISO-accredited certification agency. The
certification means that Roshan customers have access to the highest quality of
customer care in Afghanistan.
Roshan pioneered the first
Western-style call centre in Afghanistan and currently operates the largest
purpose-built call center in the country to serve Roshan’s more than five
million active subscribers.
The call centre has more than 160 Customer Care seats and
handles more than 20,000 calls per day. The state-of-the art call centre in
Kabul is fully automated with a multi-lingual Interactive Voice Response (IVR)
system supporting calls in Dari, Pashto and English.
Roshan’s customer care representatives, nearly a quarter
of whom are women, are highly trained professionals able to assist customers
with service education, activations, trouble shooting and inquiry resolution.
The call center also provides customer care support and facilities to a number
of leading Afghan companies and international organizations.
Roshan’s leadership and innovation in customer service goes
hand-in-hand with its commitment to training and building human capacity.
Roshan invests more than $1,500 per employee each year in training and skills
development for its Afghan workforce comprising more than 1,200 employees.
Roshan recently announced that it is the first mobile
operator in Afghanistan to surpass
five million active customers, up from 30,000 customers in 2003 when the
pioneering company launched its network.
The milestone reaffirms Roshan’s position as the number
one telecommunications provider in Afghanistan telecom market based on
both number of customers and overall SIM cards sold.
By Telecomlead.com Team
editor@telecomlead.com
