About Pacific Bangladesh Telecom Limited

Pacific Bangladesh Telecom Limited (PBTL) is a concern of Pacific Group of

Industries. The Pacific Group operates under a common ownership and has
diversified business interests, which include:

 Telecommunication (Pacific Bangladesh Telecom Limited),

 Automobiles (Pacific Motors Ltd.),

 Banking (Arab Bangladesh Bank),

 Consumer Electronics (Pacific Industries Ltd.),

 Pharmaceuticals (Therapeutics Bangladesh Ltd.),

 Fisheries (Bengal Fisheries Ltd.),

 Tea (Noyapara Tea Company Ltd.).

Pacific Bangladesh Telecom Limited (PBTL) as the pioneer in introduction of

cellular telecommunication in Bangladesh started its journey in the year 1993
under the name “CityCell”. In 1999 CityCell went a step further by introducing
CDMA, a completely digital cellular technology with the new name “CityCell
Digital”. With this CityCell has established itself as the first telecom operator to
implement this new and advanced technology, not only in Bangladesh but also in
South Asia.

For further advancement CityCell has tied up with global telecom giants like
MOTOROLA and FUJITSU.
Location of the Company

Head office of CityCell is located at ‘Pacific Center’ 14, Mohakhali C/A, Dhaka
1212. Currently there are three (3) regional offices in
 Kakrail,
 Chittagong and
 Sylhet
 Khulna
Office in Rajshahi is going to be opened very shortly to ensure maximum and
effective customer service.

The Founder and the Executive Body

The company is founded by renowned and distinguished industrialist M. Morshed

Khan.

The Executive Body of the winning team:

Acting Chairman: Mr. Asghar Karim
Managing Director: Mr. Faisal Morshed Khan
Chief Executive Officer: Mr. Chris Maloy
Advisor: Mr. A K M Ziauddin

Mission
‘To deliver innovative, customer focused products and to be the benchmark for
customer service excellence.’

Vision
‘To be the best-quality Service Provider in the country.’
Functional Departments of CityCell

Sales and Marketing:

The Sales & Marketing department functions in different categories such as

Research & Product Development, Marketing Communications, Corporate &
Direct Sales, Channel Management, FWT & Backbone Solutions, Logistics &
Trade Support, Interna tional Roaming etc.
Sales and Marketing is responsible for setting up of the sales channels and
mechanisms by which the service packages are actually sold to the customers.
This department also deals with corporate sales. This department however deals
mainly with sales to corporate customers and maintenance of relations with both
current clients as well as scouting out potential new corporate clients, whereas
the after sales service and other issues are dealt with by the customer services
operations section of the company. This department also has the very important
job of setting up marketing channels by which packages are distributed among
clients and feedback is obtained from customers. This department is responsible
for the selection of dealers and motivating them to promote CityCell packages to
the customers in their respective areas. Brand Marketing and Research &
Product Development is responsible for all the promotional activities of CityCell
products, developing brand image and also designing new packages.

Customer Care:
Customer Care Department is responsible for coordinating all sorts of customer
support activities. Its primary task is to ensure that challenging goals are set for
each sub-department according to the organizational aims and each employee
understands his or her role in supporting the customer. CCD has a responsibility
to ensure smooth coordination between the activation, servicing and bill-
collection activities. CCD operates in different sections such as front office,
activation and Verification, collection and retention, call center etc.
Call Center is a 24 hours service provided to the customers where a customer
can easily call to the hunting numbers and ask for any sort of queries &
clarification. Call Center Agents try to solve the customers’ problem instantly if
possible or guide them accordingly.
Another functional area under the Customer Care Department is Workshop
where faulty handsets are repaired.

Engineering:
This department is responsible for installation and maintenance of all the
telecommunication equipments and the major telecom channels required for
providing services to customers. This department is functionally divided into the
following areas:
• Switch – activation and deactivation of customer accounts
• Central Base Station
• Microwave
• Radio Frequency
• Base Transceiver Station (BTS)
• Power (power to run equipment and the office)
• Planning and Development – preparing engineering plans to accomplish long
and short-term organizational objectives.

Finance:
This department is responsible for coordination of various finance and fund-
management activities of CityCell. This includes LC and purchases fund
management, payment of deposit paid by customers, cash flow
management, insurance cost management, forecasting and budgeting,
negotiating with Banks etc. Different sections under this department are
Commercial, Fund Management, and Budgeting.
This department also looks after the functioning of Central Stores from where
mobile sets, all other accessories and all sorts of stationeries are issued.
Corporate Affairs & Strategic Planning:
This department has been introduced recently to facilitate the following activities:
Secretarial Activities ensure proper implementation of relevant laws of
company acts and ensures proper reporting to various regulatory bodies.
• Tax & VAT Managing and controlling corporate tax and VAT related issues
and co-ordinate with the tax regulatory boards.
• Business activates regularly meets regulatory bodies and different
stakeholders to ensure smooth running of operational activities of the
company.
• Revenue Assurance ensures revenue of the company and develops strategy
to increase revenue as well as protection of revenue leakage.

Human Resources:
Human Resources Department functions in the following distinct sections:

 Planning, Strategy &

 Compensation
 Resourcing & HR Operations
 Learning & Development and Internal Communication
 Office Services
 Protocol & Legal Affairs
This department is responsible for Recruitment, Human Resources Information
Management, preparation of policy or procedures Manual & job description,
Performance Appraisal & Management, Training & Development activities, Job
Analysis, maintaining personal files and coordinating all sorts of industrial
attachment programs.
The other functions of this department are making Contracts, Legal affairs,
Protocol, liaison with Government, Purchase, coordination of contractual process
(drawing up contracts for individuals and organizations), assuring compliance
with regulations and legal bindings, and to coordinate high-level occasions with
upper management and senior government employees. This department also
 looks after the general maintenance, transportation management and security
activities of the organization.

Billing and IT:

Billing activities include bill generation, dispatch of bills and risk management.
The bill generation area is responsible for the actual process of preparing the
bills for all the customers and sending those bills at the necessary time to allow
for delivery time and payment by customers. Whereas Risk Management area
responsibilities include checking usage against credit limit.
IT section provides all sorts of systems or technical support i.e. troubleshooting,
installation of computers, maintaining the computerized attendance system etc.

Organization Structure:

C i t y C e l l

C h a i r m a n

M a n a g i n g D i r e c t o r

C h i e f E x e c u t i v e O f f i c e r

A d v i s o r

C h i e f C o h f i e Cf h i e H f e a d H o e f a d H o e f a d H o e f a d H o e f a d o f
C o r p o F r i a n t a e n T Ac e i fc a f hSa l ni a r i sl c e as l C & C M DH a u r m k e a E t n i n n Rg i e nB s e i o l e l u i r n ri n gc g e & s I T
& S t r a O t e f gf i ic c O e Pr f f l i a c n e nr i n g