Telecommunication industry is one of the rapidly growing industries in Pakistan. The augmentation of consumer base through innovative marketing strategies has provided a lot of impetus to this industry. To meet the customer needs, virtually all mobile telephony companies have come up with consumer care programs. The recorded messages help consumers get details of services they can use and for further queries, they are directed to call centres of the company. Some of the call centre agents, though, are unable to provide satisfactory services, as their staff is not trained for elucidation of even the basics. Often times, they simply disconnect or left the customer on hold. Asked to connect with a supervisor, one is left holding a line that beeps on and on. The telecom industry in our country is new and quite competitive but it still lacks the consumer vote of confidence on perfection in service. -SAMAN ATHAR, Karachi, via e-mail, April 2.