Académique Documents
Professionnel Documents
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Submitted to:
Tanvir Ahmad Torophder
Lecturer
Department of Business Administration
Submitted by:
Group Name:
Name ID No.
Samad Ahmed Chowdhury 1001010010
Tanzina Akther 1001010014
Rumena Akther Chowdhury 1001010016
Aysha Jahan Reme 1001010017
Nasima Begum 1001010018
S.M. Humayoun Kabir 1001010019
Md. Abdul Wadud 1001010036
24th Batch, Section-A
Department of Business Administration
Subject: Submission of report on “Customer Service in Telecom Sector “(a case study
on Sylhet zone)
Dear Sir:
We the SPARK group glad to present our report on “ Customer Service in Telecom Sector “
(a case study on Sylhet zone) that you have offered us to prepare as a requirement of
Business Communication course.
This report provides us with a learning experience & knowledge. We tried our best to gather
most complete & relevant information.
We are greatly hopeful that this report will meet up your expectation & will clarify the idea
about the subject. We tried to prepare this report according to your prescribed guidelines.
While working on this report we have gained valuable knowledge & unforgettable
experience. We are very much glad to prepare this report for you.
Sincerely yours
Name ID No. Signature
Samad Ahmed Chowdhury 1001010010
Tanzina Akther 1001010014
Rumena Akther Chowdhury 1001010016
Aysha Jahan Reme 1001010017
Nasima Begum 1001010018
S.M. Humayoun Kabir 1001010019
Md. Abdul Wadud 1001010036
Acknowledgement
At first we want to give thanks to the almighty ALLAH for helping us to make this report.
We also want to give thanks our course instructor Mr. Tanvir Ahmad Torophder sir for
offering us to make such an interesting report & for giving us valuable instruction to fulfill
the report .
Industry is the to any success. We tried to put our best effort for making the report
successful. We are very much grateful to our entire group member, because without kind
cooperation of our group member it was impossible to prepare this report.
We are so much thankful to the employee of GrameenPhone Service Center of Amborkhana,
Sylhet & Airtel Relationship Center of Naiorpul, Sylhet. We have completed our survey of
this report for their friendly cooperation.
We also glade to some customers of GrameenPhone & Airtel. Without their help it is quite
impossible to fully complete our report.
Executive Summary
Airtel Bangladesh is the sixth mobile phone carrier to enter the Bangladesh market, and
launched commercial operations on May 10, 2007. Warid Telecom International LLC, an
Abu Dhabi based consortium, sold a majority 70% stake in the company to India's Bharti
Airtel Limited for US$300 million.Bharti Airtel Limited will take management control of the
company and its board, and rebranded the company's services under its own Airtel brand
from 20th December, 2010. In this year there are more than 1800 employees & more than 5
million customers of Airtel. Today, approximately 45% population of our country is within
the network Airtel. Airtel covers the 64 districts in the country.
Airtel has also 5 major services. These are: International roaming, mobile services, internet,
packages, and handsets. In Sylhet Airtel have
Airtel Experience Center 1, Airtel Relationship Center 8, Airtel Service Center 8. From
above care center Airtel customer get all types of services. Airtel Relationship Center must
maintain the following features: quality service ensures, to the point answer, always give
priority to customer. Both GrameenPhone & Airtel have some value added services.
From the opinion of employees & customers of GrameenPhone & Airtel, in comparison we
can say that- The customer service of Airtel is better than GrameenPhone.The network
coverage of GrameenPhone is best, but Airtel has average network coverage. The call rate of
Airtel is the best. GrameenPhone has a strong online customer service but Airtel has no
online customer service.
In findings we can say that-
GrameenPhone is perfectly strength for its strong network coverage on the other hand Airtel
is perfectly strength for its customer service & 3G (NGN) network. The opportunity of
GrameenPhone is to get link to the upcoming technology i.e. Wi-Max. The opportunity of
Airtel adopting Wi-Max which will definitely support by the 3G (NGN) network. Upcoming
technology may not support the present technological infrastructure is threat for the
GrameenPhone . Other potential competitors are threat for Airtel. In conclusion we can say,
short term defensive strategy & high call rate are the weak point of GrameenPhone, which
may hamper. That’s why GrameenPhone should give concentrate in this sector. On the other
hand Airtel for its product design & product marketing. So Airtel should develop to
overcome this weakness.
Chapter-I
1.1 Introduction
We, the SPARK group have prepared a report on ‘Customer Service in Telecom Sector’ (in
SYLHET zone).This report provides us with a learning experience and knowledge in several
areas. For making this report we chose two telecom system- GrameenPhone & Airtel. For
getting primary data to make this report we have prepared questionnaire for employee &
customers of GrameenPhone & Airtel. We went to the customer care center of
GrameenPhone & Airtel for collecting primary data of our report.
The liberalization of Bangladesh’s telecommunication sector began with small steps in 1989.
Significant changes in the number of fixed & mobile services deployed in Bangladesh
occurred in 1990’s and the numbers of services in operation have subsequently grown
exponentially in the past five years.
1.2 Origin of the report
The report titled ‘Customer Service in Telecom Sector ‘was offered by our course instructor
Mr. Tanvir Ahmad Torophder as a requirement for the Business Communication course.
1.3 Rationale of the Study
Telecommunication is essential for whole development of a country. Telecommunication
system brought the world closer. It is now one of the biggest sectors of Bangladesh. The
telecom sector in Bangladesh is rapidly emerging. Bangladesh Telecommunication
Regulatory Commission is the regulatory authority for this sector.
1.4 Objectives of the study
Get an overview
To acquire the basic knowledge about telecommunication sector in Bangladesh.
To have idea about services of GrameenPhone & Airtel – two telecom organization.
To study and understand the various services offered by GrameenPhone & Airtel.
To know the performance of GrameenPhone & Airtel.
To highlight the findings and necessary recommendations to overcome the problem.
Additional overview
To study how customer get services from customer care center of GrameenPhone &
Airtel.
To study about the different packages of GrameenPhone & Airtel.
To study the network coverage of GrameenPhone & Airtel.
To study the compare of services of GrameenPhone & Airtel.
To study the opinion of customer & employee about the call rate of GrameenPhone &
Airtel.
To study the opinion of customer & employee about the network coverage of
GrameenPhone & Airtel
1.6 Methodology
In this study exporting research was undertaken to gain insights and know about services of
two telecom sector (GrameenPhone & Airtel).
Telecommunication
Sector in Bangladesh
2.1 Introduction of telecommunications in Bangladesh
The liberalization of Bangladesh’s telecommunications sector began with small steps in 1989
with the issuance of a license to a private operator for the provision of inter alia cellular
mobile services to compete with the previous monopoly provider of telecommunications
services the Bangladesh Telegraph and Telephone Board (BTTB). Significant changes in the
number of fixed and mobile services deployed in Bangladesh occurred in the late 1990’s and
the number of services in operation has subsequently grown exponentially in the past five
years.
The incentives both from government and public sectors have helped to grow this sector.
The telecom sector in Bangladesh is rapidly emerging. Bangladesh Telecommunication
Regulatory Commission (BTRC) is the regulatory authority for this sector.
The number of mobile phone subscribers in Bangladesh as of February 2009 was 45.21
million. Calling Code: +880 – Subcodes
2.3 History
1971 : Reconstructed as Bangladesh Telegraph and Telephone Department under Ministry of
Posts and Telecommunications.
1979 : Reconstructed as Bangladesh Telegraph and Telephone Board (BTTB) with right to
issue license for telecom and wireless services.
1989 : Sheba Telecom got license to operate exchange is 199 upazilla.
1989 : Cellular mobile phone company Pacific Bangladesh Telephone Limited and
Bangladesh Telecom got license.
1996 : GrameenPhone got cellular mobile Telephone license.
1996 : Telecom Malaysia International Bangladesh got cellular mobile license.
2004 : Teletalk cellular mobile launched.
2005 : Egypt based Orascom acquired Sheba Telecom
2008 : BTTB converted into Bangladesh Telecommunications Company Limited (BTCL)
with 100% shares owned by Government.
2008 : Japanese NTT DoCoMo bought 30 percent stake in Aktel.
2009 : Bharti Airtel acquired 70 percent stake in Warid Telecom.
Telecommunications refers to the field of study that analyzes wave based communication
technology through media such as air, cables etc.
Chapter-III
GrameenPhone (GP)
An Overview of GrameenPhone:
Ty pe Limited Comp an y
Em ployees 480 0
W ebsite ww w .g rameen pho ne.com
3.1 Background (GP)
GrameenPhone was offered a cellular license in Bangladesh by the Ministry of Posts and
Telecommunications at November 11, 1996. GrameenPhone started its journey with the
Village Phone program. The name GrameenPhone translates to “Rural phone”.
GrameenPhone starting its operations on March 26, 1997, the Independence Day of
Bangladesh.
GP was the first company to introduce GSM technology in Bangladesh when it launched its
services in March 1997 and it was also the first operator to introduce the pre-paid service in
September 1999. GP Launched prepaid product with PSTN connectivity in 2003 October &
launched New Logo in November 2006.
Today, there are nearly 2.6 million EDGE/GPRS users and more than 31 million subscribers
in the GrameenPhone network. GrameenPhone also have more than 4800 highly trained
employee.
GrameenPhone is the first and only operator to cover 98% of the country’s people with
network. GrameenPhone has built the largest cellular network in the country with over
13,000 base stations in more than 7000 locations. For better coverage, GP has taken 1600 Km
fiber optic cable network leased from Bangladesh Railway. The company is planning to set
up another thousand base stations in the following year. Recently GP has doubled its speech
quality 900GSM MHz to 1800GSm MHz. Already the company has expanded its network to
61 districts out of 64 districts and 400 upazillas out of 460 upazillas. Approximately 52%
land area is covered by GrameenPhone’s network.
Presently, nearly 98 percent of the country's population is within the coverage area of the
GrameenPhone network.
Existing coverage areas are divided into six zones according to the divisional boundary.
These are
DHAKA SYLHET
CHITTAGONG RAJSHAHI
KHULNA BARISAL
70
60
50
40
30
20
10
0
1997 1998 1999 2000 2001 2002 2003 2004 2005
Internet Modem:
Smart modem comes with the following features
The sleek & EDGE/GPRS/GSM 1900/1800/900/850 MHz
Windows 7/Vista/XP/2000 & Mac OS up to 10.6
Micro Secured Digital Memory (Micro SD) Card up to 8GB
Standard USB interface
Plug & Play
SMS services & Phonebook Option
SIM and microSD insertion is very easy
MicroSD works during connection to Internet
Price: Now GrameenPhone Internet modem is available for BDT 2849 only. The price of
prepaid Internet SIM is BDT 150 and post-paid is BDT 200.
3.4.4 Packages:
Summary of different prepaid Package
Packages Particulars Time GP - GP GP- other user
7 FnF (Voice call) Tk. 0.49/min Tk. 0.79/min
Voice Call Tk. 0.99/min Tk. 0.99/min
SMS Tk. 0.50/SMS Tk. 0.50/SMS
Bondhu 24 hours
Call Establishment Charge Tk. 0.30 Tk. 0.30
My Zone Under this service, now any prepaid subscriber of GP can enjoy upto 83%
discount in their call rate.
Table : 3.4: Summary of Prepaid Packages
Summary of postpaid Package
Package Product Components Offers
SIM Price BDT 499
Default Credit Limit BDT 300
Freebies 500 SMS, 500 MMS and 500 VSMS ( 3
Months), 99x 3 MB Data ( 3 Months),
MCA & Call Block ( 3 Bill Cycle)
Monthly Line Rent Zero
Call Rate BDT 1.20 /Min or in other words BDT
2 Paisa /Sec
X- plore F&F 7 GP No’s @ BDT 0.49 /Min (24
Hours)
Pulse 1 Sec and 60 Sec for F&F
SMS ( On-net/ Off-net/ F&F) BDT 0.50 / SMS
Thank You Bonus Discontinued
Airtel
An Overview of Airtel:
Type Private
Industry Telecommunication
Founded 2007
Website http://bd.airtel.com/
4.1 Background (Airtel)
Airtel Bangladesh Ltd. is a GSM-based cellular operator in Bangladesh. Airtel Bangladesh is
the sixth mobile phone carrier to enter the Bangladesh market, and launched commercial
operations on May 10, 2007. Warid Telecom International LLC, an Abu Dhabi based
consortium, sold a majority 70% stake in the company to India's Bharti Airtel Limited for
US$300 million. Bharti Airtel Limited will take management control of the company and its
board, and rebranded the company's services under its own Airtel brand from 20th December,
2010. The Bangladesh Telecommunication Regulatory Commission approved the deal on Jan
4, 2010.
In January 2010, Bharti Airtel Limited, Asia’s leading integrated telecom services provider,
acquired 70% stake in Warid Telecom, Bangladesh, a subsidiary of the UAE-based Abu
Dhabi Group.
And finally, On December 20, 2010, Warid Telecom was rebranded to Airtel.
30%
70% Bharti Airtel Limited
Warid Telecom
4.5 Mission
Establish and sustain as a customer centric organization
Provide high quality and innovative communication services, through state of the art
infrastructure and a team of professionals
Continuously develop, motivate and empower our people
Achieve profitable growth for all our stakeholders
With Airtel, you don't have to worry about roaming around the world. No matter where in the
world you travel, our vast roaming coverage will keep you seamlessly connected.
Our International Roaming provides you the freedom of using your Airtel number when you
travel outside Bangladesh. We empower you to roam anywhere & everywhere around the
globe. We keep you connected to all those who matter, your friends and family.
A big world requires big coverage and that is exactly what Airtel is all about. We now bring
the whole world to your mobile phone. Leave the country, see the world, but never lose
contact with home. Take Airtel International Roaming services with you; from sightseeing to
business, your Airtel number will let you maintain your connections worldwide without
changing your number or the hassle of getting multiple bills.
4.7.2 Airtel Internet:
Your Airtel Internet lets you connect to the web whenever you require. On the beach, on the
way to a meeting, in the garden –anywhere. Just login to Airtel Internet from your mobile,
laptop or PC and you’re on. Download music, check your emails or simply stay in touch with
friends.
service types & others airtel advantage airtel classic airtel exclusive
tariff
Airtel to Airtel bdt 0.77 bdt 0.49 bdt 0.49
Airtel to other bdt 0.77 bdt 0.94 bdt 0.89
Airtel to Airtel (fnf) n/a bdt 0.25 bdt 0.25
airtel to others (fnf) n/a bdt 0.65 bdt 0.65
sms on-net bdt 0.45 bdt 0.49 bdt 0.49
sms off-net bdt 0.45 bdt 0.49 bdt 0.49
sms on-net fnf n/a bdt 0.29 bdt 0.29
sms off-net fnf n/a bdt 0.29 bdt 0.29
international sms bdt 2.49 bdt 2.49 bdt 2.49
internet (per kb) bdt 0.02 bdt 0.02 bdt 0.02
pulse (sec) 5 5 1
Table: 4.4: Summary of postpaid Package
Chapter-V
Compare Between
GrameenPhone
&
Airtel
By the following figure we can see the opinion of customer about the call rate of GP &
Airtel:
Figure
80 – 5.1 80
70
60 56
50 Lowest
40 Low
30
30 Average
20 14 High
10 10
10
0 0
0
GP Airtel
By the following figure we can see the opinion of employee about the call rate of GP &
Airtel:
Figure – 5.2
90 90
80
70
70
60
lowest
50
low
40
30
30 average
20 highst
9
10
0 0 0 0
0
GP Airtel
From analyzing Figure-5.1 and Figure-5.2 we found that, the call rate of Airtel is better than
GrameenPhone.
By the following figure we can see the opinion of customer about the Network coverage of
GP & Airtel:
Figure – 5.3
By the following figure we can see the opinion of employee about the Network coverage of
GP & Airtel:
Figure – 5.4
From analyzing Figure-5.3 and Figure- 5.4 we found that, the Network coverage of Airtel is
better than GrameenPhone.
On the other hand Airtel is best for customer service but their Network coverage is
weaker then other operators.
People like to use Airtel because of their minimum call rate, avoid using Airtel
because their network weakness. So Airtel should increase their network.
6.2 Conclusion:
From the above study at last we can say that Both GrameenPhone and Airtel are
favorable for user because of the different types of services. Both organizations have
pleasurable or unpleased services.
Appendix
7.1: Questionnaire
Dear Respondent, wish you an excellent day. We have the honour to state that this survey
questionnaire intends to bring development in the telecommunication sector (customer
service). We hope your sincere and honest performance in answering all of questions would
help us a lot. Your identity is made sure to be kept confidential. Thank you for your
endeavors. Could you proceed on?
Thank you
10. What is the level of call rate of GrameenPhone, what is your opinion ?
14. Do you think GrameenPhone takes steps against the misuser of their network ?
Yes
No
If your answer is yes are you satisfied with the steps taken by GrameenPhone against
the misuser ?
Not bad
Ok
Excellent
Outstanding
Following is a list of mobile services, from this list which services have you get
from GrameenPhone
Sl. No. Services Answer
01 Call block Yes / No
02 Friends and family Yes / No
03 Missed call alert Yes / No
04 Mobile backup Yes / No
05 MMS Yes / No
06 Voice mail call Yes / No
07 Pay for me Yes / No
08 Balance transfer Yes / No
09 Welcome tone Yes / No
10 Voice SMS Yes / No
11 International SMS Yes / No
12 E – bill Yes / No
13 International MMS Yes / No
14 Facebook SMS Yes / No
Thank you
26. In future, will you set up more customer care centers in sylhet zone ?
Yes
No
27. Is the distance of customer care center beneficial for user ?
Yes
No
28. We know that Airtel has website. How can customer get benefited from this website ?
…………………………………………………………………………………
………………………………………………………………………………
29. We know that, the helpline of Airtel is 121 . What kinds of help do Airtel users get
from 121 ?
…………………………………………………………………………………
………………………………………………………………….………………
………………………………………………………………………………...
30. How much time do you take to serve a customer ?
0 – 5 minutes
5 – 10 minutes
10 -15 minutes
15 – 20 minutes
More than 20 minutes
31. What is the level of call rate of Airtel and what’s your opinion ?
32. Which areas the network of Airtel has not reached in sylhet zone ?
…………………………………………………………………………………
33. Are they trained those who serve in the Airtel customer care center ?
Yes
No
If your answer is yes then what types of training is this?
…………………………………………………………………………………
…………………………………………………………………………………
34. At the starting year of Airtel how many user you found ?
…………………………………………………………………………………
35. How many user of Airtel are there in this year ?
…………………………………………………………………………………..
36. How many user of Airtel in sylhet ?
…………………………………………………………………………………
37. What kind of step have you taken against the misuser of Airtel ?
..............................................................................................................................
………………………………………………………………………………..…
38. Do you think that the service of Airtel is improving ?
Yes
No
If your answer is yes then specify the level of improvement
Thank you
20. In customer care center, how much time do they take to serve you ?
0 – 5 minutes
5 – 10 minutes
10 -15 minutes
15 – 20 minutes
More than 20 minutes
21. Are the network coverage of Airtel in sylhet perfect for you. What is your opinion ?
Good
Average
Poor
22. The increasement of network of Airtel can benefit customer. Do you agree with this ?
Yes
No
23. Why do you use Airtel ?
For network coverage
For call rate
For other services……………………………………………………
24. What is the level of call rate of Airtel, what is your opinion ?
Thank you
7.2: Bibliography
http://www.GrameenPhone.com/customer-service/online-customer-service
http://www.GrameenPhone.com/products-and-services
http://www.GrameenPhone.com/products-and-services/packages
http://www.GrameenPhone.com/business/handset
http://www.GrameenPhone.com/business/internet
http://www.GrameenPhone.com/business/international-roaming
http://www.GrameenPhone.com/customer-service/customer-service-points
http://www.GrameenPhone.com/about-us/media-center
http://www.GrameenPhone.com/products-and-services/mobile-services
http://www.GrameenPhone.com/about-us/corporate-information
http://www.bd.airtel.com/package.php?cat_id=1
http://www.bd.airtel.com/news.php
http://www.bd.airtel.com/services.php?cat_id=3
http://www.bd.airtel.com/ir.php?view=info
http://www.bd.airtel.com/services.php?cat_id=30
http://www.bd.airtel.com/coverage.php
http://www.bd.airtel.com/commonpage.php?cat_id=73
http://www.bd.airtel.com/commonpage.php?cat_id=72
http://airtel.finder-lbs.com/accounts/login/?redirect_to=/
http://en.wikipedia.org/wiki/GrameenPhone
http://www.facebook.com/pages/Grameen-Phone/115417828469132?
sk=wikihttp://peperonity.com/go/sites/mview/GrameenPhoneinfo/16440564
http://en.wikipedia.org/wiki/Airtel-Vodafone
http://www.facebook.com/pages/Airtel/43572983219