CUSTOMER SERVICE IN TELECOM SECTOR

(A CASE STUDY ON SYLHET ZONE)

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REPORT ON

CUSTOMER SERVICE IN TELECOM SECTOR IN SYLHET ZONE

Course Code: BUS-214Course Title: Business Communication

Submitted to:Tanvir Ahmad Torophder

LecturerDepartment 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-ADepartment of Business Administration

Leading University, SylhetSubmission Date: May 5, 2011

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May 05, 2011

Tanvir Ahmad Torophder

Lecturer

Department of Business Administration

Leading University

Sylhet- 3100

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

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Table of Contents

Sl.No Particulars Page No.

Executive Summary 9-10

Chapter-I 111.1 Introduction 121.2 Origin of the report 121.3 Rationale of the Study 121.4 Objectives of the study 121.5 Scope of the study 131.6 Methodology 13

1.6.1 Sources of Data Collection 131.6.1.1 Primary sources 131.6.1.2 Secondary sources 13

1.7 Limitation of the study 14

Chapter II 152.1 Introduction of telecommunications in Bangladesh 162.2 Mobile Phone Operator 162.3 History 172.4 Recognition of Bangladesh Telecommunication Regulatory Commission 17

Chapter III 183.1 Background (GP) 203.2 Ownership structure of GP 203.3 Network coverage 213.4 Products and customer services 23

3.4.1 International Roaming 233.4.2 Mobile services 23

3.4.3 Internet 24

3.4.4 Packages 25-26

3.4.5 Handsets 26

3.5 Other services of GrameenPhone 27

3.5.1 GrameenPhone Centers 27

3.5.2 Village phone 27

3.5.3 GrameenPhone Online Customer Service 27

3.5.4 Community Information Centers 28

3.5.5 Value Added Services 28

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Chapter IV 29

4.1 Background (Airtel) 31

4.2 Ownership Structure of Airtel 31

4.3 Network coverage 32

4.4 Vision 33

4.5 Mission 33

4.6 Functions of Airtel 33

4.7 Products and customer services 34

4.7.1 International Roaming 34

4.7.2 Airtel Internet 35

4.7.3 Packages 36

4.7.4 Airtel Relationship Center 37

4.7.4.1 Provides Trainings to Employee 37

4.7.4.2 Ensures Customers Satisfaction 37

4.8 Other services of Airtel 38

4.8.1 Mobile service 38

4.8.2 Airtel dolbol 38

4.8.3 4.8.3 Value added services 39

Chapter V 40

5.1 Compare of call rate between GrameenPhone and Airtel 41

5.2 Compare of Network coverage between GrameenPhone and Airtel 42

5.3 Compare of customer services between GrameenPhone and Airtel 43

5.4 Findings of the Study at a Glance 43

Chapter VI 44

6.1 Recommendation 45

6.2 Conclusion 45

Chapter VII 46

7.1 Questionnaire 47-61

7.2 Bibliography 62

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List of Tables

Chapter III

3.1 Divisional Boundary of GP Network 21

3.2 List of mobile services 23

3.3 Summary of Internet Packages 24

3.4 Summary of Prepaid Packages 25

3.5 Summary of Postpaid Packages 26

Chapter IV

4.1 Number of employees and subscribers 31

4.2 Summary of internet packages 35

4.3 Summary of Prepaid Packages 36

4.4 Summary of postpaid Package 36

4.5 List of mobile services 38

4.6 Airtel dolbol 38

List of Figures

Chapter III

3.1 Ownership Structure of GP 20

3.2 GrameenPhone’s district coverage 21

3.3 Network coverage of GrameenPhone 22

3.4 List of products and customer services 23

3.5 List of Value added services 26

Chapter IV

4.1 Ownership Structure of Airtel 31

4.2 Network coverage of Airtel 32

4.3 Functions of Airtel 33

4.4 List of products and customer setvices 34

4.5 List of Value added Services 39

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Chapter V

5.1 Compare of call rate (Customer) 41

5.2 Compare of call rate (Employee) 41

5.3 Compare of Network coverage (Customer) 42

5.4 Compare of Network coverage (Employee) 42

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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.

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Executive Summary

The telecom sector in Bangladesh is rapidly emerging. Bangladesh Telecommunication

Regulatory Commission (BTRC) is the regulatory authority for this sector. The

telecommunication sector of Bangladesh started its journey in 1989 with the small step. After

that in the late 1990’s there was a significant changes in the number of fixed and mobile

services deployed. Currently there are 6 mobile phone operators in Bangladesh.

GrameenPhone & Airtel are two of them.

GrameenPhone started its operations on March 26, 1997, the Independence Day of

Bangladesh. GrameenPhone was the first company to introduce GSM technology in

Bangladesh. Today, there are nearly 2.6 million EDGE/GPRS users and more than 31 million

subscribers in the GrameenPhone network.

At present 98% population of our country is within in the coverage of GrameenPhone

network. GrameenPhone expanded its network to 61 districts out of 64 and 400 upzillas out

of 460.

GrameenPhone provides 5 major services to customer. These are- International Roaming,

Mobile Services, Internet, Packages, Handsets. In Sylhet GrameenPhone have –

GrameenPhone Center (own) 1, GrameenPhone Center franchise 1, GrameenPhone

Service desk 1, GrameenPhone Service Touch point 130. From above of the care center

GrameenPhone customers get services. Following are some features that must be followed by

the employee of GrameenPhone center: quality service ensure, to the point answer, maintain

corporate culture. GrameenPhone also has other services such as- online customer service,

village phone program, community information center.

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.

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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.

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Chapter-I

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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.

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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

1.5 Scope of the study

The title of this report is ‘Customer Service in Telecom Sector ‘(in Sylhet zone). In this

report we have explained customer service of two telecom system (GrameenPhone & Airtet).

For collecting primary data, we went to the GrameenPhone Service Center in Amborkhana,

Sylhet and Airtel Relationship Centre in Naiorpul, Sylhet.

1.6 Methodology

In this study exporting research was undertaken to gain insights and know about services of

two telecom sector (GrameenPhone & Airtel).

1.6.1 Sources of Data Collection

Both primary and secondary sources have been utilized for collecting data to make this

report.

Primary sources include face-to-face interview with respective officials. Secondary sources

consist of several websites.

1.6.1.1 Primary sources

Official record

Face-to-face interview of employees of two telecommunication organization.

(GrameenPhone & Airtel )

Face-to-face interview of customer of two telecommunication organization.

(GrameenPhone & Airtel )

1.6.1.2 Secondary sources

www.wikipedia.org

www.bd. airtel.com

www.GrameenPhone.com

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1.7 Limitation of the study

There are some limitations of the study which are as follow:

Both organizations are busy as well as confidential regarding to some important

project, so getting relevant information is difficult.

Lack of in depth understanding of telecommunication activities.

Lack of required data.

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Chapter II

Telecommunication Sector in Bangladesh

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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.

2.2 Mobile Phone Operator

There are 6 mobile phone operators in Bangladesh. These are:

1. GrameenPhone Ltd.: Branded as GrameenPhone

2. Axiata Bangladesh Ltd: Branded as Robi

3. Sheba Telecom Ltd.: Branded as Banglalink

4. Pacific Bangladesh Telephone Ltd.: Branded as Citycell

5. Teletalk Bangladesh Ltd.: Branded as Teletalk

6. Airtel Bangla Ltd. Branded as Airtel

The number of mobile phone subscribers in Bangladesh as of February 2009 was 45.21

million. Calling Code: +880 – Subcodes

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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.

2.4 Recognition of Bangladesh Telecommunication Regulatory Commission

On February 25, 2008 the Bangladesh Telecommunications Regulatory Commission awarded

licenses for two Interconnection Exchanges (ICX), three International Gateways (IGw), and

one International Internet Gateway (IIG) to six firms through an open auction in February

2008. The incumbent BTTB got the same licenses too.

Telecommunications refers to the field of study that analyzes wave based communication

technology through media such as air, cables etc.

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Chapter-III

GrameenPhone (GP)

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An Overview of GrameenPhone:

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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.

3.2 Ownership structure of GP

GrameenPhone is a joint venture enterprise between Telenor (55.8%), the largest

telecommunications service provider in Norway with mobile phone operations in 12 other

countries, and Grameen Telecom Corporation (34.2% ), a non-profit sister concern of the

internationally acclaimed micro-credit pioneer Grameen Bank. The other 10% shares belong

to general retail and institutional investors. 

Figure: 3.1: Ownership Structure of GP

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3.3 Network coverage

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

Table 3.1: Divisional Boundary of GP Network

Figure: 3.2 GrameenPhone’s district coverage

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Figure- 3.3: Network coverage of GrameenPhone

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3.4 Products and customer services

GrameenPhone have five major services. These are

Figure-3.4: List of products and customer services

3.4.1 International Roaming:

In March 1999, GrameenPhone introduced this premium service for the first time in

Bangladesh and now provides International Roaming service to its own subscribers traveling

abroad as well as to foreign operators' subscribers traveling in Bangladesh. For the first time

in Bangladesh in July 2006, GrameenPhone launched Roaming Services (both GSM and

EDGE/GPRS) with CAMEL Phase II for Pre paid In-bound subscribers.

GrameenPhone has unique 'One to One' relationship with all its International Roaming

partner operators. As of November 2010, GrameenPhone has more than 380 GSM partner

operators in over 120 countries in 6 continents and 176 EDGE/GPRS partner operators in 60

countries.

3.4.2 Mobile services:

Call Block Balance Transfer Voice Mail Service

Friends & Family Vehicle Tracking Pay for Me

Missed Call Alert Welcome Tune Ebill

Mobile Backup Voice SMS Facebook SMS

MMS International SMS International MMS

Table: 3.2: List of mobile services

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3.4.3 Internet :

Package Package Tariff

without VAT

Browsing Charge

P1 (Minipack Pay

Per Use)

not more than

BDT 20/Day

Tk0.02/KB up to a maximum of Tk20/Day,

between 12am-11.59pm daily

P1 (Pay as you Go) N/A BDT 0.02/KB

P2 (Unlimited) BDT 850/Month N/A

P3(Night Unlimited) BDT 250/Month from10:01AM-11:59PM, browsing charge

will be pay-as-you-go tariff Tk 0.02/KB

P4 (Daily) BDT 60/Day N/A

P5 (3GB) BDT 700/Month After expiration of 3 GB, subscriber will be

charged as BDT 0.0002/KB without VAT

P6 (1GB) BDT 300/Month After expiration of 1 GB, subscriber will be

charged as BDT 0.0002/KB without VAT

P7(Minipack15MB) BDT 29/15 Days N/A

Summary of different internet Package :

Table: 3.3: Summary of Internet Packages

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.

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3.4.4 Packages:

Summary of different prepaid Package

Packages Particulars Time GP - GP GP- other user

Bondhu

7 FnF (Voice call)

24 hours

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

Call Establishment Charge Tk. 0.30 Tk. 0.30

Shohoj

Voice call (Outgoing)

24 hours

Tk. 0.79/min Tk. 0.79/min

Voice call (Incoming) Free Free

SMS Tk. 0.50/SMS Tk. 0.50/SMS

Call Establishment Charge Tk. 0.30/min Tk. 0.30/min

Apon

Voice call 8 am12pm Tk. .99/min Tk. 1.29/min

12pm-4pm Tk. 0.49/min Tk. .99/min

4pm-12am Tk. .99/min Tk. 1.29/min

12am-8 am Tk. 0.49/min Tk. .99/min

3 FnF (Voice call)

24 hours

Tk. 0.49/min Not applicable

SMS Tk. 0.50/SMS Tk. 0.50/SMS

Call Establishment Charge Tk. 0.30/min Tk. 0.30/min

Smile

Voice call 8am 12pm Tk. 1.50/min Tk. 2.00/min

12pm 4pm Tk. 2.00/min

4pm 12am Tk. 1.50/min Tk. 2.00/min

12am -8am Tk. 1.00/min

3 FnF (Voice call)

24 hours

Tk. 0.49/min Not applicable

SMS Tk. 0.50/SMS Tk. 0.50/SMS

Baadhon

Voice call

24 hours

Tk. 0.79/min Tk. 0.79/min

SMS Tk. 0.50/SMS Tk. 0.50/SMS

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

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Summary of postpaid Package

Package Product Components Offers

X- plore

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

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

Table: 3.5: Summary of Postpaid Packages

3.4.5 Handsets:

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3.5 Other services of GrameenPhone

3.5.1 GrameenPhone Centers:

A GrameenPhone center (GPC) serves as a “one stop solution” for customers, with all

telecommunications products and services, under a single roof. A GrameenPhone center also

sells phones from vendors like Nokia, Samsung, Motorola, Sagem and Benq. EDGE/GPRS

modems and accessories such chargers and headphones are also sold at GPCs. A

GrameenPhone center (GPC) always tries to serve its customer within five minutes. GPC also

maintain Q-Matic sofrware for valuing time.

Employees of GrameenPhone center must follow “The service level agreement.”Service level

agreement comes with the following features:

Quality service ensures.

To the point answer.

Maintain corporate culture.

In Sylhet Grameen phone have:

3.5.2 Village phone:

With the help of GrameenPhone, Grameen Telecom operates the national Village Phone

programme, alongside its own parent Grameen Bank and the International Finance

Corporation (IFC), acting as the sole provider of telecommunications services to a number of

rural areas.

3.5.3 GrameenPhone Online Customer Service:

GrameenPhone have a strong online customer care service .this service is available from

(7am-12am). Through this service a customer can chat with GrameenPhone employee and

able to know the solution of his/her query

.

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3.5.4 Community Information Centers:

Community Information Center (CIC) or GPCIC is aimed at providing internet access and

other communications services to rural areas. In February 2006, 26 CICs were established

across the country as a pilot project. In this project, GrameenPhone provides

GSM/EDGE/GPRS infrastructure and technical support and other partners GrameenTelecom.

3.5.5 Value Added Services:

Figure: 3.5: List of Value added services

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Chapter-IV

Airtel

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An Overview of Airtel:

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Type Private

Industry Telecommunication

Founded 2007

Headquarters House 34, Road 19/A, Banani, Dhaka 1213,

Bangladesh

Key people Chris Tobit, CEO

Products Telephony, EDGE, GPRS, GSM

Parent Bharti Airtel 70% and Warid Telecom 30%

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.

Number of employees Number of customer

In 2007(starting year) More than 400 employees More than 1 million

In 2011(recent year) More than 1800 employees More than 5 million

Table: 4.1 Number of employees and subscribers

4.2 Ownership Structure of Airtel

Airtel is a joint venture enterprise between Bharti Airtel (70%), the largest

telecommunications service provider with mobile phone operations in 90 other countries, and

Warid Telecoma subsidiary of the UAE-based Abu Dhabi Group.(30% )

Figure: 4.1: Ownership Structure of Airtel

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4.3 Network coverage

Today, Approximately 45 percent of the country's population is within the coverage area of

the Airtel network. Airtel Bangladesh covers 64 districts in the country.

Figure: 4.2: Network coverage of Airtel

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4.4 Vision

“Enriching lives means putting the customer at the heart of everything we do. We will meet

their needs based on our deep understanding of their ambitions, wherever they are. By having

this focus we will enrich our own lives and those of our other key stakeholders. Only then

will we be thought of as exciting, innovation, on their side and a truly world class company."

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

4.6 Functions of Airtel

Total 12 functions combine Airtel Bangladesh Limited workforce.These are

Figure: 4.3: Functions of Airtel

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4.7 Products and customer services

Airtel have four major services. These are:

Figure: 4.4: List of products and customer setvices

4.7.1 International Roaming:

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.

Page 35 of 64

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.

Definition Data limit &

Validity

Charging Package

Id

Segment

pay-as-you-go

0.02/KB+VAT

Except adda

0.015/KB+VAT

P1 prepaid &

postpaid

Monthly Unlimited Internet Pack

1 GB internet pack 1 GB/month BDT 275+VAT P6 prepaid only

1 GB internet pack 1 GB/month BDT 300+VAT P8 postpaid only

1 GB pack - night

time offer

1 GB/month BDT 275+VAT P3 postpaid only

3 GB Internet pack 3 GB/month BDT 750+VAT P2 postpaid only

5 GB Internet pack 5 GB/month BDT 650+VAT P5 prepaid only

3 GB Internet pack 3 GB/month BDT 450+VAT P7 prepaid only

Table: 4.2: Summary of internet packages

Airtel USB modem:

Airtel USB modem bundle includes:

Data modem (E153).

Airtel sim card (prepaid/postpaid).

1GB Airtel internet package with free subscription for the first 30 days.

Price:

prepaid data modem bundle tk. 2600 (including VAT)

postpaid data modem bundle tk. 3200 (including VAT)

Exclusive facilities:

No manual installation required. Simply use your Airtel plug and play modem in any

system, including windows, mac or linux.

Sms and micro SD card slot (upto 32 GB) compatible.

Page 36 of 64

4.7.3 Packages:

Summary of different prepaid Package

24 Hours Tariff

Package GOLPO ADDA KOTHA

Voice Calls Outgoing: (in Tk. per min)

Airtel TK 0.77 TK 0.59 TK 0.59

other Operator TK 0.77 TK 1.19 TK 1.19

Airtel fnf N / A TK 0.29 N/A

other operator fnf N / A TK 0.69 N/A

SMS Calls Outgoing: (in Tk. per SMS)

Airtel TK 0.39 TK 0.49 TK 0.29

other operator TK 0.39 TK 0.49 TK 0.49

Airtel fnf N / A TK 0.29 N/A

other operator fnf N / A TK 0.29 N/A

Other Facilities

Number of FnF N / A 8 N/A

Pulse 60 Sec 60 Sec 1 Sec

Table: 4.3: Summary of Prepaid Packages

Summary of postpaid Package

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

Table: 4.4: Summary of postpaid Package

Page 37 of 64

4.7.4 Airtel Relationship Center

Airtel Relationship Center is open for customer in 24 hours a day and 365 days a year. ARC

always tries to serve its customer within two minutes. ARC also maintains Q-Matic sofrware

for valuing time. Airtel Relation Center not only provides services but also sell different

brand products.

The Airtel Experience center gives services to customer in a systematic way. Such as-

4.7.4.1 Provides Trainings to Employee

Those who work in customer are fully trained. They provide basic training to all refreshers.

They also provides training about time to time new package, new software.

4.7.4.2 Ensures Customers Satisfaction

For ensuring customer satisfaction employees working in the customer care center are

accountable to the Quality Control of Airtel. From the Quality Control some question are

required for the employee working in customer care center. These questions includes-

whether the employee received the customer cordially or not, at the receiving time whether

they had smily face or not, whether they gave ticket at the appropriate time or not etc. This

question carries 100 marks. The employee has to answer these questions and have to get over

90 marks from 100 marks.

Page 38 of 64

4.8 Other services of Airtel

4.8.1 Mobile service

Call Block Balance Transfer Voice Mail Service

Friends & Family Vehicle Tracking International MMS

Missed Call Alert Welcome Tune International SMS

Mobile Backup Voice SMS MMS

Table: 4.5: List of mobile services

4.8.2 Airtel dolbol:

Airtel is proud to introduce to customer ‘dolbol’, a one of its kind offer where customer can

join your own community and talk the lowest rate of 29 paisa/min within your community

members. It also offers a bundle of other facilities that you were looking for. Here the offer

goes:

Feature tariff(excluding vat)

community onnet offnet

voice call BDT 0.29 BDT 0.59 BDT 1.19

Sms BDT 0.29 BDT O.49 BDT 0.49

Pulse 30 seconds

fnf feature no fnf

Gprs 0.015paisa per kb

Table: 4.6: Airtel dolbol

4.8.4 Value added services

Page 39 of 64

Airtel has 13 Value Added Services, these are:

Figure: 4.5: List of Value added Services

Page 40 of 64

Chapter-V

Compare Between GrameenPhone

& Airtel

Page 41 of 64

5.1 Compare of call rate between GrameenPhone and Airtel:

By the following figure we can see the opinion of customer about the call rate of GP &

Airtel:

Figure – 5.1

By the following figure we can see the opinion of employee about the call rate of GP &

Airtel:

Figure – 5.2

From analyzing Figure-5.1 and Figure-5.2 we found that, the call rate of Airtel is better than

GrameenPhone.

Page 42 of 64

5.2 Compare of Network coverage between GrameenPhone and Airtel:

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.

Page 43 of 64

5.3 Compare of customer services between GrameenPhone and Airtel:

Service of customer care center of Airtel is better then GP.

GP has online customer service but Airtel has no on line customer service.

5.4 Findings of the Study at a Glance:

Strong point of GP: Network coverage (94%of total area of the country.) &Total

number of customer.

Strong point of Airtel: Customer service & NGN network.

Weak point of GP: Short term defensive strategy & high call rate, which may

hamper the company’s good will & Future competition.

Weak point of Airtel: Product design & product marketing.

Opportunity of GP: To get link to the upcoming technology i.e. Wi-Max.

Opportunity of Airtel: Adopting Wi-Max which will definitely support by the 3G

(NGN) network.

Threat of GP: Upcoming technology may not support the present technological

Infrastructure.

Threat of Airtel: Other potential competitors.

Page 44 of 64

Chapter-VI

Page 45 of 64

6.1 Recommendation:

By analyzing the above information we can say that though GrameenPhone is the best for

network coverage, but their call rate is higher than any other mobile operators higher than any

other mobile operator. Maximum people use GrameenPhone because of network coverage

and their internet facility. So GrameenPhone should be reducing their call rate.

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.

GrameenPhone take unimaginable place in the telecommunication service because of there

network coverage and now, Airtel compete with GrameenPhone giving less call rate facility.

Both of these compete each other and take good place in the telecommunication service

sector in Bangladesh.

Page 46 of 64

Chapter-VII

Appendix

Page 47 of 64

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?

Name of the Respondent: ………………………………………………………………

Organization: GrameenPhone

Designation: …………………………………………………………………………….

1. When was this organization established ?

…………………………………………………………………………………

2. How many employees do you have ?

…………………………………………………………………………………

3. How many customer care center do you have in sylhet zone ?

…………………………………………………………………………………

4. In which areas of sylhet the customer care center of GrameenPhone are situated?

…………………………………………………………………………………

…………………………………………………………………………………

………………………………………………………………………………..

5. What do you think, these costomer care centers are perfect for sylhet zone ?

Yes

No

If your answer is No then why ?

…………………………………………………………………………………

…………………………………………………………………………………

Page 48 of 64

Customer service in telecom sectorQuestionnaire for employees

6. In future, will you set up more customer care centers in sylhet zone ?

Yes

No

7. Is the distance of customer care center beneficial for user ?

Yes

No

8. We know that GrameenPhone has website. How can customer get benefited from this

website ?

…………………………………………………………………………………

………………………………………………………………………………

9. We know that, the helpline of GrameenPhone is 121 . What kinds of help do

GrameenPhone users get from 121 ?

…………………………………………………………………………………

………………………………………………………………….………………

………………………………………………………………………………...

10. 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

11. What is the level of call rate of GrameenPhone and what’s your opinion ?

Highest Average Low Lowest

12. Which areas the network of GrameenPhone has not reached in sylhet zone ?

…………………………………………………………………………………

13. Are they trained those who serve in the GrameenPhone customer care center ?

Yes

No

If your answer is yes then what types of training is this?

…………………………………………………………………………………

…………………………………………………………………………………

Page 49 of 64

14. At the starting year of GrameenPhone how many user you found ?

…………………………………………………………………………………

15. How many user of GrameenPhone are there in this year ?

…………………………………………………………………………………..

16. How many user of GrameenPhone in sylhet ?

…………………………………………………………………………………

17. What kind of step have you taken against the misuser of GrameenPhone ?

..............................................................................................................................

………………………………………………………………………………..…

18. Do you think that the service of GrameenPhone is improving ?

Yes

No

If your answer is yes then specify the level of improvement

Outstanding Very good Good Average

19. For what types of people is GrameenPhone perfect and what’s your opinion ?

Businessman

Students

Others

20. Do you provide any online customer care service ?

Yes

No

If your answer is yes then what types of services you provide?

…………………………………………………………………………………

…………………………………………………………………………………

…………………………………………………………………………………

Page 50 of 64

Following is a list of mobile services, from this list which services have you provided for your

customer

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

Page 51 of 64

Name of survey conductor: ……………………………………………………..

Starting time: ………………………………..

Ending time: ………………………………….

Place of the Survey: ……………………………

Date: ………………………..

Dear Customer , 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?

Name of the Customer : ………………………………………………………………

Occupation : …………………………………………………………………………….

1. When did you start to use GrameenPhone ?

………………………………………………………………………………..

2. GrameenPhone has customer care centers in sylhet, is it sufficient ?

Yes

No

If your answer is no then please specify the following comment

Should set up more customer center

Should set up little customer center

3. Do you think that the distance of customer care center is useful for you ?

Yes

No

4. You know that GrameenPhone has website what types of benefit you get from this

website ?

Get information about GrameenPhone

Communicate with employees.

Page 52 of 64

Customer service in telecom sectorQuestionnaire for Customer

5. You know that the helpline of GrameenPhone is 121 . What types of help can you get

from 121 ?

…………………………………………………………………………………

…………………………………………………………………………………

6. 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

7. Are the network coverage of GrameenPhone in sylhet perfect for you. What is your

opinion ?

Good

Average

Poor

8. The increasement of network of GrameenPhone can benefit customer. Do you agree

with this ?

Yes

No

9. Why do you use GrameenPhone ?

For network coverage

For call rate

For other services……………………………………………………

10. What is the level of call rate of GrameenPhone, what is your opinion ?

Highest Average Low Lowest

11. Are you satisfied with this call rate ?

Yes

No

Page 53 of 64

If your answer is no then why ?

…………………………………………………………………………………………

…………………………………………………………………………

12. What type of people GrameenPhone is perfect , what’s your opinion ?

Businessman

Students

Others

13. Do you think that the services of GrameenPhone is improving ?

Yes

No

If your answer is yes then please specify the level of improving

outstanding very good good Average

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

Page 54 of 64

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

Page 55 of 64

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?

Name of the Respondent: ………………………………………………………………

Organization: Airtel

Designation: …………………………………………………………………………….

21. When was this organization established ?

…………………………………………………………………………………

22. How many employees do you have ?

…………………………………………………………………………………

23. How many customer care center do you have in Sylhet zone ?

…………………………………………………………………………………

24. In which areas of Sylhet the customer care center of Airtel are situated?

…………………………………………………………………………………

…………………………………………………………………………………

………………………………………………………………………………..

25. What do you think, these costomer care centers are perfect for sylhet zone ?

Yes

No

If your answer is No then why ?

…………………………………………………………………………………

…………………………………………………………………………………

Page 56 of 64

Customer service in telecom sectorQuestionnaire for employees

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 ?

Highest Average Low Lowest

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?

…………………………………………………………………………………

…………………………………………………………………………………

Page 57 of 64

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

Outstanding Very good Good Average

39. For what types of people is Airtel perfect and what’s your opinion ?

Businessman

Students

Others

40. Do you provide any online customer care service ?

Yes

No

If your answer is yes then what types of services you provide?

…………………………………………………………………………………

…………………………………………………………………………………

…………………………………………………………………………………

Page 58 of 64

Following is a list of mobile services, from this list which services have you provided for your

customer

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

Page 59 of 64

Name of survey conductor: ……………………………………………………..

Starting time: ………………………………..

Ending time: ………………………………….

Place of the Survey: ……………………………

Date: ………………………..

Dear Customer , 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?

Name of the Customer : ………………………………………………………………

Occupation : …………………………………………………………………………….

15. When did you start to use Airtel ?

………………………………………………………………………………..

16. Airtel has customer care centers in sylhet, is it sufficient ?

Yes

No

If your answer is no then please specify the following comment

Should set up more customer center

Should set up little customer center

17. Do you think that the distance of customer care center is useful for you ?

Yes

No

18. You know that Airtel has website what types of benefit you get from this website ?

Get information about Airtel

Communicate with employees.

19. You know that the helpline of Airtel is 121 . What types of help can you get from 121 ?

…………………………………………………………………………………

…………………………………………………………………………………

Page 60 of 64

Customer service in telecom sectorQuestionnaire for Customer

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 ?

Highest Average Low Lowest

25. Are you satisfied with this call rate ?

Yes

No

If your answer is no then why ?

…………………………………………………………………………………………

…………………………………………………………………………

26. What type of people Airtel is perfect , what’s your opinion ?

Businessman

Students

Others

Page 61 of 64

27. Do you think that the services of Airtel is improving ?

Yes

No

If your answer is yes then please specify the level of improving

outstanding very good good Average

28. Do you think Airtel takes steps against the misuser of their network ?

Yes

No

If your answer is yes are you satisfied with the steps taken by Airtel against the

misuser ?

Not bad

Ok

Outstanding

Following is a list of mobile services, from this list which services have you get

from Airtel

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

Page 62 of 64

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

Page 63 of 64