Launched KWSB call center
Karachi Water & Sewerage Board (KW&SB)
Call center outsourcing
inbound call center, CTI, customer service
People of Karachi can order a water tanker online through KW&SB Online Water Tanker System (OTS) mobile app. In order to improve customer service and complaint redressal, KW&SB also launched a call center in addition to the mobile app. The call center is operational six days a week during business hours, and receives calls from people who are unable to book a water tanker from mobile app or wish to directly book via the call center. The call center aims to facilitate people by booking their orders, resolve complaints and coordinate with water hydrants for faster delivery.
HTA launches & manages KW&SB call center
KW&SB engaged HTA to re-launch and manage their on-site call center in Karachi. Given the need, HTA designed it to be an inbound call center where the call center agents would receive calls to take orders, provide customer support and respond to enquiries. The call center was equipped with relevant furnishing and interiors, equipment and software. A new team of call center agents was recruited, trained and onboarded. A manager assigned to manage the day-to-day operations of the call center.