Dec 15 - 21, 2003

 

ZRG CALL CENTER AT WORK: CALCIUM SOCIETY OF PAKISTAN

Calcium Society of Pakistan (CSP) is a not-for-profit organization dedicated to supporting and propagating the use of calcium in Pakistan. The aim of the organization is to spread awareness about the benefits of calcium. Calcium Society of Pakistan works with various segments of the population to further the fore mentioned objectives.Calcium Society of Pakistan wanted to initiate a project for the social welfare of a particular target segment of pregnant women in Pakistan. CSP decided to establish a call center that will have practicing doctors receive phone calls and provide free pregnancy care related services to the target segment.

 

 

The Calcium Society of Pakistan (CSP) had set a very aggressive deadline for the implementation of this project with the following set of unique challenges:

Accessibility to the pregnancy care service through UAN

A dependable platform for call handling, processing, and call routing

A totally customized Contact Management System

Quality assurance and monitoring tools for the call center

Detailed MIS reporting (call volumes, service level and agent performance data)

CSP started looking for a call center solution provider that could turn the call center specifications into a real call center facility. In this regard, CSP studied various call centers installed in Pakistan and collected information on the performance and support track record of the various solution providers. CSP identified ZRG International as the single most-focused call center solution company with unmatched track record of performance and post-sale support reputation. CSP felt comfortable with the proposed solution and the expert knowledge of the ZRG professional team. The contact was awarded to ZRG who was able to meet the CSP deadline. The installation was carried out and the call center services were launched in a matter of weeks.

Callers from the target segment dial the advertised telephone number of the call center. The calls are transferred to the next available physician who interacts with the caller to collect required data. Using the comprehensive Contact Management System (CMS), the physicians capture key information from the caller such as disease history, current state of health and medication information. The physician offers advice to the patient right on the spot and documents the interaction in the CMS for later reference and reporting. The benefits of the ZRG provided solution include:

All the calls are tracked, monitored and processed with the integrated call center solution components.

Manage and capture marketing data through a powerful Contact Management System.

Able to record all conversation records for quality-assurance, reporting, and other purposes.

Comprehensive reports help manage and measure the call center performance and agent service level.

Own a scalable, mature and a future ready solution which can be increased in size and functionality with no downtime and integration issues.

ZRG International (Private) Limited, the leading Customer Contact Center consultant and Call Handling expert organization holds the largest market share of Pakistan's call center market. The company has installed call center and customer interaction solutions for some of the largest and the most prominent call centers in Pakistan. ZRG is also the first company in Pakistan to start exporting call center solutions. ZRG call center solution was recently recognized as a world class solution and a success story by world technology giant, Intel Corporation, USA, who has included ZRG solution on its premier success story website.

INSTAPHONE (PAKCOM LTD) ENTERED INTO AN AGREEMENT TO USE MCB ATM's

Instaphone (Pakcom Ltd) have signed an agreement with Muslim Commercial Bank Ltd for Insta Mobile Phone bills payment and recharge of Pre-paid cards by using MCB ATM network through out the country.

To this effect a signing ceremony was held at MCB Principal Office, Karachi. Mr. Mohammad Aftab Manzoor, President Muslim Commercial Bank & Mr. Iain Williams, Chief Executive Officer, Pakcom Limited signed the agreement. Also present at the ceremony were Mr. Ali Munir, Mr. Aneeq Khawar, Mr. Aamer H. Zaidi, SEVP's. Ms. Saira Ali, Frenchise Support Manager, Syed Munawar Ali, Sr. Territory Manager Instaphone and other team members of the two organizations.

 

 

The Hub Power Company Ltd (HUBCO) recently held a free eye camp in Gaddani, in which hundreds of local people were treated for eye ailments and operation of cataract. HUBCO has held several such free eye camps previously also for the people of Hub and Gaddani areas.

Seen in the picture is Vince Harris, Chief Executive HUBCO (3rd from right) inaugurating the eye camp together with Abdul Hameed Baloch, Nazim Gaddani (2nd from left). Nigel Carter, Station Manager International Power (centre of picture) and Sardar Yusuf Khan, Corporate Affairs Advisor, HUBCO (2nd from right) were also present on the occasion.

CLARIFICATION

SSGC wishes to clarify that the news regarding rupture of gas pipeline at Jacobabad are not based upon facts. Infact the system is operating normally.

On December 8, 2003 a gas leak however did occur on the 18 inch diameter pipeline at the section connecting Sui to Shikarpur at a distance of 34 kms from Sui. The leak caused pressure drop which was detected on SSGC's SCADA system, and therefore the pipeline has been isolated by shutting-off valves of both sides. The pipeline is 40 years old, and has leaked due to corrosion which had earlier been detected as part of the routine pigging operation to check the pipeline internal conditions. The leaking portion of the pipe is being replaced and work is expected to be completed in two days.

In the meanwhile, the gas load has been shifted to other pipeline sections, and the flow of gas to domestic and commercial customers through out the franchise areas in Sindh and Balochistan remains normal.

GOVERNMENT's MEASURES HAILED TO STOP HUMAN SMUGGLING

Mr. Zubair Ahmed Malik, President of Islamabad Chamber of Commerce and Industry (ICCI) has stated that Government of Pakistan's measures to stop smuggling of manpower from Pakistan to outside countries are praiseworthy and deserve full support from all of us.

Human smuggling has become a serious racket and there are several fake agencies that are carrying out this unfortunate trade. It is important that the Federal Minister of Interior and FIA have taken stern measures to eradicate this menace from the country, Mr. Malik sated. It is astonishing that as many as 15 to 20 lakh people are smuggled annually out of the country.

NIKE INTRODUCES NEW TECHNOLOGY

Nike customers will revel in the coming Holiday season and all through the winter with the availability of Nike's newest technology 'sphere' apparel in all its flag-store outlets throughout the country.

The three-dimensional soft granular structure of 'sphere' creates space to store air, it builds airflow between skin and garment so that you create your own environment. It remains warm in winter and cool in summer. Sphere apparel follows the sphere concept of the universe where every sphere or planet has its own environmental conditions. Nike stores in Pakistan are sporting the latest variety of these garments which are now ready for grabs!

ABN AMRO ORGANIZES PAKISTAN ENERGY FORUM

Shaukat Aziz, Federal Minister, Finance and Economic Affairs, inaugurated the Pakistan Energy Forum 2003 at a local hotel in Islamabad recently.

The Finance Minister appreciated the efforts of ABN AMRO in bringing together energy experts to share their regional experience to further enhance Pakistan's energy capabilities, thereby increasing qualitative and production benchmarks for the local energy sector.

The event was attended by CEO's, CFO's, and major decision makers of the energy sector. Eelko Bronkhorst, Managing Director, Integrated Energy, Asia Pacific, ABN AMRO reiterated ABN AMRO's commitment to further develop the energy market in Pakistan and the Bank's positive view of seeing the country as a major conduit for energy-related business and transaction in the Asia Pacific region in the near future. Naved A. Khan, Country Representative, Pakistan also highlighted ABN AMRO's role as a major player in the energy projects in Pakistan.

The three sessions of the forum i-e Regional outlook, Local developments and Initiatives for the future were chaired by Shaukat Aziz, Finance Minister, Tariq Hameed the new Chairman, Wapda, and Abdullah Yousuf, Secretary, Ministry of Petroleum and Natural Resources. Eminent presenters included John Vautrain, Purvin+Gertz., Munawar B. Ahmed, SSGC. Azam Khan, SNGPL. Eric Van de Venter, Sasol. Richard Krause ABN AMRO. Nadeem Babar CDC, UK and Phil MacLaurin, Premier Kufpec. The conference was followed by a cultural event and performances by Pakistani folk singers and musicians.

SEYED MUSA VISITS ISLAMIC CHAMBER

The Consul General of the Islamic Republic of Iran H.E. Seyed Musa Husseini alongwith Commercial Attache Mr. Hassan Zarnegar, and Mr. Manouchehr Rizaei, Commercial Attache paid a courtesy call to H.E. Aqeel A. Al-Jassem, Secretary General, Islamic Chamber of Commerce & Industry on Tuesday, December 09, 2003 at 12:00 noon and discussed matters of mutual interests.

H.E. The Consul General emphasized the need of exchange of trade delegation between OIC Countries for exchanging information and cooperation in the commercial and investment sectors and thereby increasing the volume of trade exchange and investment between the OIC Countries.

He said Islamic Republic of Iran has great potentials for expansion of economic relations between the Muslim countries in general and in particular between Iran and Pakistan. He said that it is his responsibility to activate these potentials and put them together to broaden the scope of trade and investment relations and cooperation.

He informed the Secretary General that Islamic Republic of Iran is holding the 3rd Solar Trade Exhibition in Karachi on February 5 - 15, 2004.