Islamabad, 4 June 2025: Poor Call Centre Service has come under sharp scrutiny after the Pakistan Telecommunication Authority (PTA) released the findings of its latest survey evaluating telecom customer service performance for the first quarter of 2025.
The assessment covered all Cellular Mobile Operators (CMOs), highlighting widespread shortcomings in essential support areas.
The PTA’s evaluation focused on several key customer experience indicators ranging from helpline accessibility and response time by human agents, to the efficiency in resolving user complaints and availability of emergency assistance.
The review was conducted under the Telecom Consumer Protection (Amendment) Regulations, 2017, which mandates quality benchmarks for consumer support services.
READ MORE: PTA Targets YouTubers for Anti-State Content
The performance snapshot reveals that most operators, including Jazz, Zong, Telenor, Ufone, and SCO, struggled to meet service benchmarks.
Poor Call Centre Service emerged as a recurring issue, particularly in terms of delayed response times and prolonged customer wait periods across all networks.
Despite the regulations in place, none of the providers could offer complete and verifiable data on reconnection timelines following service suspensions due to billing discrepancies. Additionally, SCOM failed to submit any meaningful data for billing or complaint resolution metrics, further raising concerns about transparency.
Ufone was flagged for technical issues affecting the routing of emergency calls, while subscribers of SCO reported being unable to reach the PTA’s Toll-Free Helpline (0800-55055) due to misconfigured network routes.
The report underlined the PTA’s growing concerns over Poor Call Centre Service, and the regulator has now instructed all telecom operators to rectify the identified lapses. Operators have been given one month to implement corrective measures and submit detailed compliance reports.
READ MORE: PTA Clears Air on YouTube Ban Rumours
The PTA emphasized that it remains committed to improving consumer protection standards, ensuring that all subscribers receive timely and efficient customer support.
With millions relying on mobile networks for daily communication, industry observers note that persistent issues in customer care could undermine public confidence in telecom services unless systemic improvements are made.
