Roshan Named Best in Customer Service by Asia Communication Awards

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• Publié par: hill-and-knowlton-inc
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• Langue: English

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Roshan Named Best in Customer Service by

Asia Communication Awards

PR Newswire

KABUL, Afghanistan, June 21, 2012

KABUL, Afghanistan

,

June 21, 2012

/PRNewswire/ -- Roshan,

Afghanistan

's

leading total communications provider, today announced it has been awarded

the Asia Communication Award (ACA) for Best Customer Service Initiatives.

Roshan's ISO-9001 customer service team beat out six other finalists for the

title. The award was announced Tuesday at Total Telecom's second annual ACA

ceremony, held in

Singapore

.

The award recognizes Roshan's role in pioneering customer service in

Afghanistan

and establishing itself as an emerging markets benchmark in

customer care. Roshan became the first company in

Afghanistan

to receive ISO

Certification for its customer care team in

September 2011

. The ISO-9001:2008

certification is the highest quality management recognized by the International

Organization for Standardization (ISO).

"For an Afghan company to be recognized for its high quality customer service

represents a historic achievement, not only for Roshan, but for all customers in

Afghanistan

," said Karim Khoja, Roshan's chief executive officer. "When Roshan

began operations in 2003, the concept of customer care was virtually unknown

in

Afghanistan

. Our strategy was quite simple – to treat Afghans with respect

and provide them with the best possible service on the highest quality

network..."

Roshan pioneered the first state-of-the-art call centre in

Afghanistan

and

currently operates the largest purpose-built call center in the country to serve

Roshan's more than six million active subscribers. The call center has more

than 160 Customer Care seats and handles more than 230,000 calls weekly.

The state-of-the art call center 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 invests more than

$1,500

per employee each year in training and skills

development for its Afghan workforce comprising more than 1,200 employees.

According to Khoja, "The quality of our service is contingent on Roshan's

continued investment in employees. The work being done every day in our call

center, our retail locations and throughout the communities we serve,

underpins the quality, reliability and value Roshan strives to provide in all of our

products and services."

The company's latest Nationwide Customer Care Survey showed that 98

percent of Roshan customers see the company as a high quality provider.

About Roshan

Roshan (Telecom Development Company Afghanistan Ltd) is Afghanistan's

leading total communications provider with over 6 million active subscribers

and a network that covers over 230 cities and towns in all of the country's 34

provinces.

Roshan is a true Afghanistan success story, serving as a catalyst for economic

growth and actively contributing to the country's long-term development. Since

its inception eight years ago, Roshan has invested over $500

million in Afghanistan and is the country's single largest investor and taxpayer,

contributing approximately 5% of the Afghan government's overall domestic

revenue. Roshan directly employs more than 1,200 people, 20% of whom are

women, and provides indirect employment to more than 30,000 people.

Roshan is deeply committed to Afghanistan's reconstruction and development.

The Aga Khan Fund for Economic Development (AKFED), part of the Aga Khan

Development Network (AKDN), is a major shareholder of Roshan and promotes

private initiatives and building economically sound enterprises in the developing

world. Also owned in part by Monaco Telecom International (MTI) and

TeliaSonera, Roshan brings international expertise to the country and is

committed to the highest standards of network quality and coverage for the

people of Afghanistan.

Media Contact

Elizabeth Z. McElroy

Director, Marketing Communications and Public Relations Roshan

Office: [phone]

Email: [e-mail]

Web: www.roshan.af

Maggie Edinger

Account Executive, Corporate

Hill+Knowlton Strategies

Office: [phone]

Email: [e-mail]

Web: www.hkstrategies.com