Mobilink has honored its commitment, made at the start of 2012, to make a paradigm shift in Pakistan’s cellular environment by elevating consumer experience to a level that is unparalleled within the local industry.
The past year proved to be another year of achievements for Mobilink, which continued to make progress through its increasing investments in infrastructure, enhanced customer care solutions for its subscribers and corporate responsibility initiatives that aim to make a difference in the communities in which Mobilink operates.
Rashid Khan, President & CEO, Mobilink highlighted, ‘’Mobilink made a promise at the beginning of 2012 to elevate customer experience, and I am proud that Mobilink has capitalized and consolidated on its strengths to deliver on that promise. Mobilink has ensured its leadership position by investing on our state of the art infrastructure, ensuring unparalleled network strength and unmatched customer relationship management, which has in turn yielded stellar results. As we enter 2013, Mobilink remains committed to our focus on a customer centric approach, which will see us go beyond business to reshape lives across Pakistan.”
During the past year, Mobilink made significant investment which has resulted in the expansion and modernization of its network infrastructure across Pakistan. Another boost of confidence for the organization was the commitment by VimpelCom to invest another USD 1 billion towards the enhancement of Mobilink’s voice and data services, paving the way towards introducing 3G services as soon as it is licensed in Pakistan.
In 2012, Mobilink upgraded its charging system to latest Ericsson Intelligent Network which has helped Mobilink launch new and exciting offers to facilitate its subscribers with minimal lead time to market. Additionally, technology enhancements were introduced which have helped Mobilink boost its customer care services and issue resolution process. During the past year, Mobilink’s cellular network grew to over 9000 cell-sites, enabling wider delivery of cutting-edge services throughout Pakistan. With the investments made on its infrastructure, Mobilink can rightfully claim the most robust network for both voice and data services in Pakistan.
On the Customer Care front, Mobilink introduced multilingual IVR and agent services (English, Urdu, Pushto, Sindhi) to address the needs of regional customers. Additionally, a virtual contact center was established to ensure sustained quality customer experience. With 20 Customer Care Centers in 14 cities and432 Franchises in 256 cities & towns, Mobilink has the largest sales and customer care channel in Pakistan serving 36 million subscribers round the clock.
Mobilink and Waseela Microfinance Bank also entered the Mobile Financial Services market this year by introducing Mobicash. The mobile financial service has already touched 5,000 retail points and growing.
Mobilink also remains the only telecom company to have a foundation as its flagship CSR initiatives based on the pillars of education, health and environment and emergency response. During 2012 Mobilink Foundation reached out to the flood affected of South Punjab and Balochistan with food relief for nearly 28,000 people.