Making a contact center transformation Shine

K-Electric is making power safer and more affordable for Pakistan’s rising population.

It runs one of the the country’s largest contact centers. When demand peaks during bad weather, care teams have to resolve issues straightway. Trying to do this across multiple customer touchpoints using limited, siloed, and inflexible systems was tough.

Customer experience has been transformed by implementing the GenesysTM solution. With one omnichannel desktop agents respond faster. Service is also more satisfying now that customers don’t have to listen to repeated messages.

Call-handling capacity has doubled, while outbound campaigns achieve better results and require less effort. Unique services link calls with Net Promoter Score and automatically update databases. Innovating digital channels has made it easier for customers to report safety hazards and to stay updated on energy best practices.

  • 87% of contacts answered within 20 seconds
  • 13% reduction in average handling time
  • 21% increase in first call resolution


  • Make optimum use of consumer care teams
  • Track and periodically improve customer satisfaction

Making sure our agents have all the customer information at their fingertips has cut average handling time by 13% and increased first call resolution by 21%.

Hasham Khan Sherwani, General Manager, Customer Service, K-Electric