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.


Call center agents

A new team of call center agents recruited & trained by HTA for customer support, SOPs, grievance handling, service knowledge etc.

Smart platform

HTA deployed smart Computer Telephony Integration (CTI) solution to link call center’s telephone system with business application to manage & monitor calls received


HTA is responsible for managing day-to-day operations and performance of the call center

44,000+ calls

In less than two years, the call center has received a good 44,000 calls