PTA Exposes Gaps in Call Centre Performances of All Telcos in Q1 2025

The Pakistan Telecommunication Authority (PTA) has successfully conducted a comprehensive survey to assess the Customer Service Key Performance Indicators (KPIs) of all Cellular Mobile Operators (CMOs) in Pakistan for the first quarter of 2025. The survey evaluated critical aspects of customer interaction, including helpline accessibility, operator assistance response time, complaint turnaround time, problem resolution success rate, and access to emergency services. The assessment was conducted in accordance with the Telecom Consumer Protection (Amendment) Regulations, 2017. Survey results indicate a mixed trend of conformance and non-conformance across the industry. Notably, call center operator access times exceeded defined thresholds across all CMOs, reflecting prolonged customer wait times. None of the CMOs (Jazz, Telenor, Ufone, Zong, and SCO) provided complete data on reconnection time following billing-related disconnections. SCOM failed to submit data for billing and complaints analysis. Emergency call routing issues were observed on Ufone’s network, while SCO users were unable to access PTA’s Toll-Free Helpline (0800-55055) due to network mapping limitations. PTA has directed all operators to address the observed shortcomings and submit compliance reports within one month.