- A case study on Banglalink -

Report On Customer Service in Telecom Sector

A case study on Banglalink

Course code: BUS 214 Course Title: Business Communication Submitted to Mr. Tanvir Ahmad Torophder Course Instructor Submitted by Group Name: The LEGENDS of BBA Name ID Md. Ahadujjamanrony 1001010131 Faglul Karim Raihan 1001010142 Abdul Aziz 1001010127 Shafkath Tazwar Zaman 1001010139 Md. Mowdudur Rahman 1001010122 Munna Banik 1001010149 Sec-C, 24th batch

Department of Business Administration Leading University, Sylhet

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Date of Submission: May 5, 2011

May 5, 2011 The course teacher Business Communication Leading University, Sylhet Subject: Submission of Report Dear Sir. It is an enormous pleasure to submit our report titled Customer Service in telecommunication: A Study on Banglalink assigned as a requirement of our course related. In preparing this report we have acquired many knowledge about Customer service of Banglalink and other telecom company. We have tried our best to furnish the report with relevant data, which we had to collect from employees of Banglalink and their customer. We hope this report will help the telecom sector specially Banglalink to gather some insights on the windows to do further studies in this aspect.

I would like to convey our tributes to you and thank you for giving us the opportunity to work on this topic. Your queries in this aspect will highly be expected. Please find enclosed here with a copy of questionnaire. Thank you Sincerely yours Faglul Karim Raihan ID: 1001010142 Abdul Aziz ID: 1001010127 3 Ahadujjaman Rony ID: 1001010131 Shafkath Tazwar Zaman ID: 1001010139

Md. Mowdudur Rahman ID: 1001010122

Munna Banik ID: 1001010149

Table of Contents
Chapter One Name Executive Summary Introduction 1.1 Origin of the Report 1.2 Background of the study 1.3 Objectives of the study 1.4 Scope 1.5 Limitations 1.6 Literature Review 1.7 Methodology Page No. viii 08-14 09 09 09 010 010 10-11 12-13 12-13 13 13 13-13 13 14 14 15-22 16 17-20 17 19-20 20 21 20 23-27 24 24 25 26-27

1.7.1 Primary data collection

1.7.1.1 Personal Observation 1.7.1.2 Face to face Interviews 1.7.2 Secondary data collection 1.8 Report Overview 1.9 Definitions: 1.10 Acronyms

Two

Company overview
2.1 Background of the company 2.2 Product & service of the company 2.2.1 Product 2.2.2 service 2.3 Banglalink Customer Care 2.4 Banglalink sales and care centre 2.5 Network coverage of Banglalink

Three

Major Findings 3.1 Major Findings of Banglalink 3.1.1 Barriers of Customer care 3.1.2 Banglalink prepaid Internet vs other companies prepaid internet 3.2 Other findings 4

Four

Five

The Ending of The Report 4.1 Conclusion 4.2 Recommendation Appendix 5.1 Appendix 1 5.2 Appendix 2 5.3 Appendix 3 5.3.1 Data table 5.3.2 Bibliography

28-30 29 30 31-41 32-35 36-39 40-41 40 41

Acknowledgement
First of all we pay a special thanks to my almighty God, who made us able to complete this report. Then we would like to give thanks to Renowned Philanthropist Mr.Ragib Ali as he established Leading University and we got this opportunity to read here. After wards, we would like to express our heartfelt gratitude to Prof. Dr. Tufayel Ahmed, Head of the Department of Business Administration, Leading University-Sylhet. 5

We would like to thanks our course teacher Mr. Tanvir Ahmad Torophder, respected lecturer of Leading University for giving us this chance to make a report and spending time from his busy schedule to help us in shaping up this report. I acknowledge with deep gratitude to Banglalink and their employees for giving us their valuable time to give many information regarding our topic. Our thanks also goes to our family members and many friends who are co-operated with us at any of the steps of the report and continuously support us without any hesitation and make themselves an important part of this job.

Executive Summery
Nowadays the world is very much competitive. So everyone has to be expert in both practical knowledge and theoretical knowledge. On the whole the study that the customer service of Banglalink is good. But they have to increase their network coverage. Ba nglalink is continu ously coming up with new ideas regarding its pr odu cts and services. Recently, the company is mainly focusing on the non -voice services. Because, the comp any knows in near futur e, voice based services will reach to the maturity stage, which will make the business growth co nstant to some ext ents. Hence, the company is trying to maintain its position in non-voices services as well like SMS, Push-Pull, and Information related services at the early growing stage. These services are working as a building block to increase Bang lalinks service value. Ba nglalink is continu ously coming up with new ideas regarding its pr odu cts and services. Recently, the company is mainly focusing on the non -voice services. 6

Also , the company is trying to maintain its position in non-voices services as well like SMS, Push-Pull, and Information related services at the early growing stage. These services are working as a building block to increase Bang lalinks service value The results reve aled that customer satisfaction is a multidimensional co nstru ct. In our study ove rall service quality refers to the rating of service qu ality on a scale of 1 to 10. There were only t wo s i gni f i ca nt dimensions that were important in determining th e ove rall service quality of Ba nglalink, that i s , reliability, tang ibles. Among them reliability has the most significant influence on the ove rall s er v i c e qu al i t y of Ba nglalink. After reli abi li ty , tangibles th e next important dimension of Ba nglalink in determining the ove rall service qu ality is empathy. Fr om the ove rall model summary w ca n say that, our model is 64 percent e compatible/fit in me a s ur i n g the overall service quality of Bang lalink. Therefore it can be considered as a good model Therefore we ca n say that we are 96 percent confident that reliability has signifi cant influence on the over al l service qu ality of Bang lalink. The literature review was full of secondary information about the research. The terminological definition, explanations of the terms and detail of the departments are clearly described in this part of the research. Each of the categories are explained and ranked based on their importance after analyzing the questionnaire. Activities like TV, outdoor, face to face interviews, press & publications are the most talked about in this research. Finally, this research will encourage further study and useful guidelines for these types of researches

Chapter 1
Introduction

1. Introduction 1.1 Origin of the study:

This report was assigned by Mr. Tanvir Ahmad Torophder Lecturer, Department of Business Administration, Leading University, Sylhet, as a requirement for the fulfillment of BUS-214 Business Communication course. The report was submitted on May 3, 2008.

1.2 Background of the Study:

Telecommunication is a term coming from Greek and meaning communication at distance through signals of varied nature coming from a transmitter to a receiver. In order to achieve effective 8

communication, the choice of a proper mean of transport for the signal has played (and still plays) a fundamental role. The necessity of communication begun as early as the existence of mankind on this earth . Communication has become the vital tool for mankind to strife prosperously in this world. The history of telecommunication began with the use of smoke signals and drums in Africa, the Americas and parts of Asia. In the 1790s, the first fixed semaphore systems emerged in Europe; however it was not until the 1830s that electrical telecommunication systems started to appear. This article details the history of telecommunication and the individuals who helped make telecommunication systems what they are today. The history of telecommunication is an important part of the larger history of communication.

1.3 Objectives of the Study: The objectives of the study are-- To know about the customer service of Banglalink To know the regulation and deregulation regarding Call rates change in Bangladesh. To know the standard of Banglalinks customer service To know the satisfaction of Banglalinks customer Performance Analysis of Banglalink Problems and Challenges of Banglalink Two know the standard of customer care. To know the position of Telecom sector in Bangladesh. To know about the Competition with other operators. To know the organizations opportunity for the caller. To know the Barriers of Customer service and different solutions. To suggest the different suggestion.

1.4 Scope of the Study:

The report focuses on customer relationship management in corporate sales. It also determines the loyalty factor of Banglalink. This report covers the present status of corporate sales as well as the 9

customer cause and effect relationship analysis of their promotional activities, their tariffs and other issues. This study covers only sylhet city because of possible complexity and difficulty in covering whole country and because of shortage of time and manpower required for the survey. 1.5 Limitations: Despite of the researchers highest effort the report making is not free from limitations. Some of those limitations are mentioned as follows: One of the major limitations faced while conducting the study was to communicate with the selected corporate clients because they were very busy with their regular jobs and there are very limited number of customer center. As we had more dependence on the primary s o u r c e s , so there might be some levels of inaccuracy with those collected information. Confidential information regarding past marketing and sales information was not accurately obtained. Many of the analysis on the obtained data are based upon our sole interpretation. This in result might bring some biases, as lack of knowledge and depth of understanding might hinder me to produce an absolute authentic and meaningful report.

1.6 Literature Review:

There are lots of literature reviews for Banglalink customer care. Lots of says many thing about Banglalink customer service. Some of these are given below. But most of says that Banglalink has poor network. They suggest that Banglalink should increase their network coverage. Mr. Muhammad Arshad, Head of Customer Care at Banglalink -An Orascom Company says about Banglalink: Director Quality Assurance & Customer Retention: The company grew from a subscriber base of 3 million in Oct 2004 to over 20 million in Sep -06 Responsible for Implementation a quality customer service to ensure maximum customer satisfaction and establish Mobilink a truly customer focused company To optimize and standardize Customer Care processes & activities to ensure quality service 10

 Conduct in-house/out-sourced mystery survey to measure customer care performance Conduct TNA (Training Need Analysis) through various measures Ensure various training programs to cater all training needs at customer care Employee performance development program to improve employee skills and minimize turn over Comprehensive data analysis and Customer usages behaviour analysis to forecast and minimize the possible churn through Business Intelligence Various BTL &ATL activities for retention based on Business Intelligence analysis through proactive as well as reactive approach

Mr. Deluar Hossain Robin, a customer manager says Create Banglalink mobile remittance transfer method for Bangladeshi. he also said that At our country the new Banglalink mobile remittance method introduced and it is very easy for us to withdraw money. Banglalink mobile company bring it for us to transfer money from several countries. By using this we are able to withdraw money from anywhere at our country.Banglalink use several Bank for this system. At this system a Banglalink mobile user get a sms then he show this sms at Banglalink customer care then customer care representative give him the money. It is very easy.

Mr. Saurav Sinha, Dept. of English, DU says the network of Banglalink is so poor. He also said that Banglalink is in second position as a mobile operator company in Bangladesh and it is increasing its network coverage day by day. But last couple of days, the network has slowed down and it is really hard to get network not only at villages but also in metropolitan city like Dhaka. It is frustrating when we can't phone in our emergency times. A few days ago I was going to university and I had to phone my village home. I could not make a call. Recently, it is happening frequently for poor network. I along with other people, request humbly to concerned authority of Banglalink to take immediate steps to make a smooth network.

1.7 Methodology:
In order to fulfill the objectives of the study both Primary and secondary data have been collected. 11

1.7.1 Primary data collection We have used three techniques of Primary Resources for my research and they are as followed:

Personal Observation.

Face to Face Interviews. 1.7.1.1 Personal Observation

Observation is the process of recognizing and noting people objects and occurrences rather than asking for information. Informal observations remove the elements of Bias and effect of reaction from research. 1.7.1.2 Face to face Interviews As the field of study is limited within the Banglalink, It was decided that information will be collected by direct face to face interviews. Face to face Interviews were held with ( Mr. Ali Ashraf and some other). Business centre Manager of Banglalink Telecom ltd. And we had collected customer survey from many corporate clients of different organization. Customer survey had been conducted by 19 questions location at Sylhet city.

1.7.2 Secondary data collection

The secondary data were collected from the following sources: Internal newsletter of the company Various research journals of different research organizations Web pages Annual reports of the company

1.8 Report overview:

The study is presented in 5 chapters. The First chapter of the study is called Introduction where I have given a short introduction about the report. This chapter is based on the reason of the report, the objectives, methodology and the significance of study. In Research Methodology we have described how the report has done like I have used both primary and secondary data. We have done practical deskwork, interviews and in the report a few 12

things we have given on the basis of personal observation. We have also gone through many Internet websites, newspaper, and journals to collect data for the report. We described about the objectives of the report and what is the plan regarding the report. The problems that we have faced in doing this report and the limitations of this research project are also described in this chapter. The Second chapter Company Overview describes all about the organization where we have done our report. Also We have tried to describe about the types of services, various products and their call rate. The Third chapter of the study is called Major Findings in this chapter we tried to describe our all finding. The Fourth chapter is called Conclusion & Recommendation which is prepared based on the results obtained from the previous chapter. The tenth and the last chapter include Appendix, Data table and the names of all the books and resources from which I have collected the information and it is known as Bibliography

1.9 Definitions:
Customer service: is the provision of service to customers before, during and after a purchase. According to Turban et al. (2002), Customer service is a series of activities designed to enhance the level of customer satisfaction that is, the feeling that a product or service has met the customer expectation." Pre-paid: Prepaid is a system where you pay for your phone calls in advance. Prepaid gives you the freedom to use your mobile within your budget. it is an excellent way to control your expenditure. Post-paid: Post-paid customers are those that are billed for their use of a carrier's services on a monthly basis, based on either the terms of a contract or on the amount of services they have used. Most mobile subscribers are of the post-paid type 13

1.10Acronyms:
1. SIM - Subscriber Identification module 2. ITU - International Telecommunication union 3. GDP - Gross Domestic Product 4. TMIB - Telecommunication Malaysia International Bangladesh 5. PBTL - Pacific Bangladesh Telecom Limited 6. SAARC - South Asian Association for Regional Corporation 7. GSM - Global System for Mobile Communication 8. BTRC - Bangladesh Telecommunication Regulatory Commission 9. BTTB - Bangladesh Telegraph and Telephone Board. CUG - Closed User Group VAS - Value Added Service

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Chapter 2
Company Overview

2.1 Background of the Company:

Sheba Telecom (Pvt.) Ltd. was granted license in 1989 to operate in the rural areas of 199 upazilas. Later it obtained GSM license in 1996 to extend its business to cellular mobile, radio telephone services. It launched operation in the last quarter of 1997 as a Bangladesh-Malaysia joint venture. In July, 2004, it was reported that Egypt based Orascom Telecom is set to purchase the Malaysian stakes in Sheba Telecom through a hush-hush deal, as Sheba had failed to tap the business potentials in Bangladesh mainly due to a chronic feud between its Malaysian and Bangladeshi partners. An agreement was reached with Orascom worth US$25 million was finalized in secret. The pact has been kept secret for legal reasons, considering financial fallout and because of the feud.

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The main reason for the undercover dealing was the joint venture agreement between the Bangladeshi and the Malaysian partners, which dictates that if any party sells its Sheba shares, the other party will enjoy the first right to buy that. Integrated Services Ltd. (ISL), the Bangladeshi partner, was being officially shown as purchasing the shares held by Technology Resources Industries (TRI) of Malaysia for $15 million. ISL then paid another $10 million to Standard Chartered Bank to settle Sheba's liabilities. In September, 2004, Orascom Telecom Holdings purchased 100% of the shares of Sheba Telecom (Pvt.) Limited (Sheba). It was acquired for US$60 million. Sheba had a base of 59,000 users, of whom 49,000 were regular when it was sold. Afterward it was re-branded and launched its services under the Banglalink brand on February 10, 2005. Banglalinks license is a nationwide 15-year GSM license and will expire in November, 2011. In March, 2008, Sheba Telecom (Pvt.) Limited changed its name as Orascom Telecom Bangladesh Limited, matching its parent company name.

2.2 Product & Services of Banglalink: 2.2.1 Product:

Banglalink offer two types of connection package pre-paid and pos-paid.

Pre-paid package:
Banglalink offers the following prepaid products:

Banglalink Desh Banglalink Desh Ek Rate Banglalink Desh Ekrate Darun Banglalink Desh Rangdhanu Banglalink Desh 7fnf

Postpaid packages:
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Banglalink offers following post-paid packages

Personal package 1 (Post- paid) : Provides you the lowest call rates Waiver of monthly fee if usage is greater than Tk.500 (without VAT) Duplicating mobile number facility Up to 2 supplementary connections with attractive group talk rate. Personal package 2 (Post- paid) : Minimum monthly bill of Tk.1,000 at the lowest call rates Monthly 150 FREE News SMS FREE itemized bill FREE golden number upon availability Duplicating mobile number facility Up to 2 supplementary connections with attractive group talk rate. Personal Call & Control (Post- paid) : Usage through recharging scratch card/I top up Lowest monthly fees Helps you keep your usage within your control.

Special package:
ISD and E-ISD: All Banglalink Sims are ISD and it has opportunity to call only 7.50/= to 55 countries by using 012 code called economy ISD. Corporate Package: Banglalink has around 40 corporate clients using prepaid or postpaid service.

International Roaming: It has roaming facilities in 5 country also. The fortunate matter is that within one month it is going to inaugurate roaming service in over 400 operators of 159 country. Price: Pricing is one of the marketing mix tools that a company uses to achieve it marketing 17

objectives. Banglalink decides its service pricing on the basis of cost based pricing. for the consumer. Pre-paid (Standard) Package : Connection fee : 450.00 Tk. (20 Tk. Talk Time Free) 1st pulse for first 30 sec and 15 sec pulse onwards Any other operator tk - .99/min [9-5 pm] Any other operator, tk- 1.45/min [5-12 pm] Banglalink to Banglalink, tk- .25/min [12-9 pm] Banglalink to Other operator, tk- .25/min [12-9 pm] 20% Incoming bonus. 4 (FnF) facility in any operator ( Banglalink to Banglalink 0.25 Tk or Banglalink to Other operator .79) VAT will be added as usual

They

always think about the consumer purchase capability. Thats why they try to fix a reasonable price

SME Enterprise Package : Connection Fee, 499.00 Tk (50 Tk. Talk Time Free, 50 Free SMS) 20 % Incoming Bonus. Any other operator, tk - .99/min [9-5 pm] Any other operator, tk- 1.25/min [5-12 pm] Banglalink to Banglalink, tk- .25/min [12-9 pm] Banglalink to Other operator, tk- .25/min [12-9 pm 1 sec pulse banglalink to banglalink & 15 sec pulse other operator Minimum Monthly Bill tk - 100 4 (FnF) facility in any operator ( Banglalink to Banglalink 0.25 Tk or Banglalink to Other operator .79) Vat applicable PCO Package: Connection fee: 600 Tk 1 sec pulse Payment facility in Cash Card Minimum charge 500 Tk 18

. If monthly bill exceeds 2000 tk 5% exempted and if 4000 tk. 10% exempted.

2.2.2 Services:
Information based services: Information based services Banglalink emergency Blood bank Healthlink Banglalink jigyasha I'info Railway junction Yellow pages Sms (text, quotes & jokes ...) International sms Quran ivr Namaz alert

Entertainment:

Bbc bangla Banglalink timer sms Friend finder Golpo chora gaan Amar tune Mig33 Banglalink messenger Song dedication Power menu Music station Sms email Voice adda Voice portal Smsadda Ring tones logos Picture messages

Data based services: 19

Available data based services are: banglalink internet banglalink internet modem banglalink phonebackup vehicle tracking: ntrack stock info azan alert Call management services: available call management services are: banglalink easy divert voice message call block call me back missed call alert conference call call waiting caller line identification presentation Mobile financial services: available mobile financial services are: electronic money order with bpo mobile train ticket mobile bill-pay mobile remittance

2.3 Banglalink customer care: Banglalink delivers customer care using its call centers and customer care networks. Currently Banglalink provides customer care services to its clients through:

Banglalink sales & care centres Banglalink points

Are aimed at providing a complete mobile solution, connections, handsets, accessories and provide selected customer services like SIM replacement, reconnection, bill payment etc. They are strategically located at key points around the country. Kallol Group, a local distribution company, had partnered with Banglalink to operate at least forty Banglalink points through out the country. As of March, 2008, the deal with Kallol Group has been called off and Banglalink is focusing on managing its own customer care centers.

Banglalink service points

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Banglalink care lines are call centers serving customers 24 hours 7 days a week with instant solutions.

2.4 Banglalink Sales & Care Centers:

Location Dhaka ccc (Gulshan) rangs arcade ground floor, south side 153/a gulshan north avenue gulshan circle 2 Dhaka ccc (Motijheel) humayun court ground floor, 21 motijheel c/a Dhaka 1000 Chittagong ccc forum central, ground floor 787/863, m.m. ali road golpahar circle chittagong-4000. Sylhet ccc khairun vabon, 1st floor mirboxtola chowhatta sylhet -3100 Rajshahi ccc 19a,cantonment road, ground floor uttara clinic more uposhahar rajshahi Khulna ccc 69, k.d.a. avenue, 1st floor Khulna

2.5 Network coverage of Banglalink:

Network Coverage, now-a-days, has become most strategic strength for any operator and Banglalink has given the highest priority regarding the coverage. At present, TBL has 668 BTS around the Bangladesh and the distribution is like in Dhaka City (177), Dhaka Division (134), Chittagong City (71), Chittagong Division (77), Khulna Division (50), Rajshahi Division (86), Barisal Division (35) , Sylhet Division (38). In fact it has network coverage in 61 districts but the truth is that the weakest part of the TBL is its low network coverage 21

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Chapter 3
Major Findings

3.1 Major Findings of Banglalink:

3.1.1 Barriers of Customer Care: 1. Bureaucracy One important reason why customer service can suffer in organizations is due to bureaucracy. The more layers and red tape an employee has to go through to service a client, the more difficult it can be. 23

2. Overworked Staff Overworked staff can be the result of understaffing, layoffs, rapid growth or assigning too many tasks to too few people. 3. Underworked Staff The exact opposite can have a similar effect on customer service. If your staff is underworked, they will feel less challenged, under-appreciated and unimportant. 4. Having a Non-Caring Culture The workplace culture can have a substantial effect on how customer service cases are handled. If the workplace climate is one where customers are not cared for, where staff doesnt care about their work, or if the environment is not empowering, your staff will under-deliver whenever presented with a customer service case. 5. Poor Accountability If your staff is not held accountable for customer service, there is no reason for your staff to try harder to make sure customers are happy. 6. Insufficient Systems If the systems your staff uses when working with clients perform poorly, are slow, contain insufficient data or doesnt track your client data appropriately, you are going to run into a problem.

7. Customer Value Hasnt Been Communicated If your staff has never been taught the value of customers to your organization, they will most likely not know how to treat them. 8. Lack of Incentive Your staff must be given the appropriate incentive to give clients outstanding service. If they are not incented, you have given them no reason to go that extra mile for your customers.

3.1.2Banglalink pre-paid Internet vs other companys pre-paid internet:

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Banglalink Internet, initially it was only present in post paid connection, but, for about one year its present both in pre paid and post paid connection. As a pre paid Banglalink subscriber, I use unlimited Banglalink pre paid connection. Other companies are the pioneer in mobile internet in Bangladesh. They provide various types prepaid internet service. But, now both companies provide average internet service, here Im comparing between these two mobile internet service providers. Here is the comparison between other companys prepaid internet & Banglalink prepaid internet: 3.1.2.1. Unlimited internet: Other company doesnt have this service, if you are someone who have to go for lots of download, who has a rapid share account obviously he cant go for 3GB limited internet. Here, Banglalink has the solution they provide unlimited internet in prepaid connection. 3.1.2.2. Value: Where Postpaid grameen phone value is 850tk monthly, there Banglalink provides this service for 650tk monthly. Here, using Banglalink is better than other companies.

3.1.2.3. Limited internet service: If you are some one who doesnt go for lots of download, but, you have to browse a lot and always need internet where ever you go and you dont want to give lots of money for internet. Then, you have to go for limited internet service. Here is no choice for you, as this service is present only in other companys prepaid internet. You can you 1gb or 3gb according to your need. But, if you use Banglalink, you can not go for that kind of service. Value of 3 GB limited internet is more than Banglalinks unlimited one!

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3.1.2.4. Speed: Hey, everyone knows about it, other companies are better than Banglalink in this field. But, Banglalink isnt bad as well. You can read my previous blow regarding Banglalink internet.

3.1.2.5. Freedom of selecting call rate plan: Other company provides this service, but Banglalink doesnt. You must be a Desh subscriber to use it! 3.2 Other Finding: There are some important findings, which are given below: 1. Customer does not get diversified corporate SIM packaging 2. Customers are not well-known about corporate services and tariff 3. District level govt. & private offices have no idea about corporate facilities 4. Existing customers are facing problems of billing system 5. The network of Banglalink is not satisfactory 6. Existing customers are not happy to promotional campaign 7. Maximum subscribers face network problem. Its graph shows 65% corporate clients are not well satisfied with network facility cause they are agree with moderate. then 25% corporate clients are agree with better network bar and only 10% clients are

agree with best network bar. So it proves that maximum subscribers are not satisfied with network facilities.

Serie2 Series1

GRAPHICAL REPRESENTATION OF NETWORK COVERAGE 70

Series2 Series1

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60 50 40 30 20 10 0
MODERATE BEST BETTER

7. Customers want to get free hot line 24 hours service. It graph shows corporate clients want to get 24 hours hotline service 24%.Then free hot line service want to get 68% and only office time hot line service want to get 8%.

GRAPHICAL REPRESENTATION OF HOT LINE SERVICE

70 60 50 40 30 20 10 0

2 4 HOUR HOTLINE SERVICE

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Chapter 4
The Ending of the Report

4.1Conclusion:
Banglalink Bangladesh ltd introduce in 2005. When service came with lower tariff was the strong path to influence people about the new service. In that time Banglalink followed a smooth marketing strategy. Banglalink formed a cheap rate for the first time in Bangladesh. Banglalink maintains relation ship marketing policy as well. So that there sales volume is more then others. At a time Banglalink takes also better position in consumer mind by its quality, attractive tariff plan etc. I gather some essential information from my survey that has needed to improve in some sector like network coverage, marketing strategy, promotional activities, customer satisfaction etc. Finally it says that Banglalink estimates of life time relationship value accentuate the importance of 28

retaining current customers. Banglalink provides proper information to their customer about new product or service. It is another good way to stay in touch and increase sales or get referrals. Banglalink offer discount for valued customer to maintain good relationship. Report on Customer Relationship Management in corporate sales of Banglalink is the part of our credit course of BBA Program. I learn so many things from this report about Banglalink Bangladesh its service nature, its distributors, retailers, consumers and its overall marketing condition in communication sector. This report will assist me to build up a better career in the job section.

4.2 Recommendations
Banglalink Bangladesh Ltd. can follow various measures to overcome these problems. Here are some recommendations in this regard: 1. Banglalink corporate SIM packing must be different compare to other providers packages. 2. Corporate booklet must be necessary to inform about the corporate facilities. 3. Corporate proposal must be sent to the government or private offices at the district levels through market coordination officers or dealers. 4. They should improve the performance of the billing system in a quick manner. 5. Attractive promotional items are necessary to satisfy the corporate clients. 6. Network facilities should be wide. 7. Promotional advertising must be necessary for corporate package. 8. Provide free 24 hours hotline service for corporate clients. 29

9. Corporate tariff must be lower than other packages. 10. They should develop new competitive packages for the corporate customers. 11. Increase the value added services. 12. Closed user group (CUG) must be needed for corporate package. 13. Should be monitor the existing customer and provide better service. 14. The complexity of the GPRS facility should be reduced.

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Chapter 5
Appendix

Appendix - 1
Questionnaire For Customer
Dear customer, a very good moment to you. We are going to ask you some question about customer service. Your furnished fare date will help us to assume the customer service in telecom sector. Your personal perception and honest answer is considered vital importance for the success of our study. No answer is considered right or wrong your identity will be kept confidential. Thank you very much for your time and interest. Proceed us to start the survey, please. Name: . Age: . Occupation: ... Q1: By which way do you take customer service from Banglalink? o Website 31

o 121 o 123 o Customer Care Centre Q2: What type of services do you take from Banglalink? Services Yes No MMS SMS International SMS Internet Money Transfer / Remittance Railway Ticket Miscall Alert Call Block 3G Welcome Tune Q3: For recharge your balance what type of system do you use? o i-top up o Card Q4: How much are you satisfied with all the services of Banglalink? ___|___|___|___|___|___|___|___|___|___|___ 1 2 3 4 5 6 7 8 9 10 Q5: Do you think the call rate is reasonable? o Yes o No o If no, what it should be-

Q6: Are you satisfied with Banglalinks network coverage? 32

___|___|___|___|___|___|___|___|___|___|___ 1 2 3 4 5 6 7 8 9 10 Q7: Did you visit any customer service centre? o Yes o No If yes, how much time they spend for you-

Q8: How much are you satisfied with their service? ___|___|___|___|___|___|___|___|___|___|___ 1 2 3 4 5 6 7 8 9 10 Q9: How would you evaluate the Internet package that you are currently using? ___|___|___|___|___|___|___|___|___|___|___ 1 2 3 4 5 6 7 8 9 10 Q10: What is the difference between Banglalink and other services? o Lower Call Rate o Available Network o Very Useful Customer Services o Get Extra Facilities From Others

Q11: What Banglalink should do to improve their customer service ?

Q12: Do you think Banglalink has enough customer care centre? o Yes o No o Not Sure Q13: How long have you been using Banglalink connection? 33

o Recently o Few Months o 1-2 o From the beginning o Cant Remember

Q14: Which time slot you prefer to communicate for your business purpose?
o o o

Corporate hour Off-peak hour Super off-peak hour

Q15: How much effective GPRS service in your business?

o o o

Better not so good best

Q16: Banglalink one of the local mobile service provider how much it influence you in case of link with mobile phone technology?
o o o

Very much Moderate Not too much

Q17: What is the main influencer of you to connect with a mobile operator?
o

Friends Family members o Corporate dealers o Official

o

Q17: How much money per month (on an average) you spend for mobile service? Less than 500 o 500 - 1000 o 1000 - 3000 o 3000 and over.
o

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Q18: Are you satisfied with current call rate? o Yes o No Q19: Can you really talk from any place to every where?
o o o

Yes No Yes, but sometimes face problems

Appendix 2
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Questionnaire For Customer Manager

Dear Manager, a very good moment to you. We are going to ask you some question about customer service. Your furnished fare date will help us to assume the customer service in telecom sector. Your personal perception and honest answer is considered vital importance for the success of our study. No answer is considered right or wrong your identity will be kept confidential. Thank you very much for your time and interest. Proceed us to start the survey, please.

Name:. Age:. Occupation: ... Q1: How long have you been working in this company?

Q2:please specify the following

Particulars
Number of customer Number of customer care center Number of customer manager

Descreption

Q3:What type of service customer generally prefer? Services Yes No MMS SMS International SMS Internet Money Transfer / Remittance
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Railway Ticket Miscall Alert Call Block 3G TV News Welcome Tune

If you have internet service, Do you think that your cutomer are satisfied with this service? ___|_ __|_ __|_ __|_ __|__ 1 2 3 4 5

Q4:What type of problem do you generally face from customer?

Q8:How long do you noramlly take to provide service to a cutomer? Q5: Is your company have enough network coverage?
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Q5: Is your company have enough network coverage?

Q6: Is your company have any plan to increase network service?

Q7.Is the company have any special online customer service?

Q8: What are the difference between your company and other company ?

Q9: Do you provide any service on behalf of Government to your customer ?

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Q10:What types of problem customer generally ask to solve?

Q11:Does the rural areas customer get same facilities like urben areas customer ?

Appendix 3

Appendix: 3
5.3.1 Data Tables:
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The Graphical Representation of Corporate Client Respondents Graphical Representation of Monthly average call volu

Low Level (250 Min/Month)19%

Top Level (600 Min/Month)46%

Middle Level (450 Min/Month)35%

Top Level (600 M in/M onth) M iddle Level (450 M in/M onth) Low Level (250 Min/Month

According to the corporate survey, pie chart shows top level of corporate subscribers uses average 600 minutes per month which percentage shows46%.Next mid level of corporate subscribers uses average 450 minutes per month which percentage shows 35% and low level of corporate subscribers uses 250 minutes which percentage shows 19%.It proves that maximum corporate subscribers use more with satisfaction.

5.3.2 Bibliography
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1. 1st anniversary publication, Banglalink 2. Business for the 21st Century, 2003 by Steven J Skinner, John M. Ivancevich. 3. " Taking the measuring of Quality, " Service Savvy, March 1992, p.3 4. Report on Mobile phones are everywhere and The business section of The Daily NEWAGE, Friday, may 18,2007,p.7. 5. Special feature of The Daily Prothom Alo on 2nd Anniversary Banglalink Saturday, march 31 ,2007, p.18. 6. Main story and interview of Mobile personality of Monthly Magazine THE MOBILE April 2007 p.7,1 7. Report of Banglalink on SERVICE PROMOTION POLICY OF BANGLALINK BANGLADESH LIMITED in the year 2006. 8 Website 3.1 www.Banglalinkgsm.com. 3.2 www.wikipedia.org 9. Others Dealers Retailers Corporate clients

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