A Study on

Customer Service of Warid

Telecom
International Limited
 SEQUENCE

-INTRODUCTION AND BACKGROUND

-HISTORY OF CELL PHONE
-BANGLADESH AND CELL PHONE INDUSTRY
-BACKGROUND OF WARID TELECOM
-The Network
-Research & Development
-Our place at the technological frontier
-Exclusive Customer Care
-Best Practices
-
Innovation .........................................................................
 SEQUENCE
-BUSINESS STRUCTURE AND STRATEGY
-DEPARTMENTS
-Segmentation and Strategy Division
-Process Flow in Marketing
-Department Sections of segmentation
and strategy Division
-Marketing Operations Division
-Marketing Communications Division.
-Marketing Finance Division
-Loyalty Division
-Policies
-Warid Telecom Internationl in Different
Dristrict of Bangladesh

...........................................................................
 SEQUENCE

-THEORIES IMPLEMENTATION
-Strengths of Warid .
-Weaknesses of Warid…
-Opprortunities for Warid
-Threats for Warid

...................................................................................
........
 SEQUENCE

-LEARNING FROM REPORT .

-Duties
-Target Groups
-Method of Survey
-FINDINGS.
-Reception
-CSR Performance
-First Contact Resolution
-Overall Business Center Performance
-CONCLUSION AND RECOMMENDATIONS
 INTRODUCTION
AND
BACKGROUNG
ORIGIN OF THE REPORT
MBA academic program is the building up of the theoretical
knowledge about business administration which is the base
of practical knowledge.
 OBJECTIVES OF
THE STUDY

Specific Objectives of the Research:

1. To find out whether (pre & post sale-) customer service can
make an operator ‘different’ (better or worse in customer
perception) from its competitors -
2. To identify the effect of product / service availability on
customers’ perception
3. To identify the effect of lead time variability on customers
reaction toward an operator
4. To identify the effect of ‘system recovery time’ on
customers’ level of satisfaction
 OBJECTIVES OF
THE STUDY

5. To find whether having a shadow system makes

customers satisfied
6. To identify the effect of system information availability
on customers’ perception toward an operator
7. To identify effect of post-sale support system on
customer perception
8. Mystery survey at different mobile operators Business
Centers in order to observe the overall impression of the
Customer Service Representatives (CSRs).
9. To find out the satisfaction level of Warid Telecom’s
subscriber.
10. Compare Warid with other operators Customer
Services.
 SCOPE

The scope of the study is limited within

telecommunication business in Bangladesh. It is also
limited within the organization of Warid Telecom
International.
 LIMITATIONS

-Time Limitations
-Covers only Dhaka City (outside Dhaka city was not possible)
-Lack of Manpower
-The company does not have sufficient source of secondary data
and -collecting of data was not smooth
-Analyzing financial data is much more confusing and complicated
. than any other data
- It was really difficult for us to accumulate confidential financial data.
 LIMITATIONS

-Sample sizes for Warid, Tele Talk and City Cell subscribers are short
of the planned so any deductions based on these samples regarding Tele Talk
and City Cell might not be statistically correct
-Many of the findings & concepts from the qualitative study could not be
accommodated. Some of them (as following) were dropped from quantitative
survey:-
o Development of new features in mobile packages
o Role of pricing in customer perception etc.
-Customer service (a comprehensive construct) was replaced by 6
parameters – product/service availability, lead time variability, availability of
shadow system, system recovery time, availability of system information, and
availability of post sales support service.
-Respondents of the quantitative survey have shown a tendency to over
state the time for which they are using the current operator
 HISTORY OF
CELL PHONE

-GENERAL

-INVENTOR OF CELL PHONE

HISTORY OF
CELL PHONE
 BANGLADESH AND
CELL PHONE
INDUSTRY
-ECONOMIC CONDITION OF BANGLADESH
 BACKGROUNG OF
WARID TELICOM

-ABOUT WARID
-VISION
-MISSION
-CORE VALUE
-KEY STRENGTHS
-The Network
-Research & Development
-Our place at the technological frontier
-Exclusive Customer Care
-Best Practices
-Innovation
-Policies
 BACKGROUNG OF
WARID TELICOM

-MAJOR INVESTMENTS
-Bank Alfalah Limited
-United Bank Limited
-Alfalah Exchange Company
-Iranian Sanden Industries PJS Co
-J.C. Maclean and Co
-Neo Pharma LLC
-National Telesystems and Services (NTS)
-Al Jazira Management Mall
-Abu Dhabi Vegetable Oil Company
-Nama Development Enterprises
-Wholly Owned Properties and Companies
 BACKGROUNG OF
WARID TELICOM

-Le Royal Meridien Hotel

-Dhabi Contracting
-Dhabi Drilling Offshore Rig operations in collaboration with Sedco Forex
-Al Ain Palace Hotel: A 4-star hotel in Abu Dhabi
 BUSINESS STRUCTURE
AND WARID TELICOM

-WARID TELECOM TEAM

-ORGANIZATIONAL STRUCTURE AND COMMUNICATION PROCESS
 
BUSINESS STRUCTURE
AND WARID TELICOM
BEC
CEO

ADVISO
R

CIO CSO CCO

GM
DIVISIONAL
MANAGER

ASST.
MANAGER

R.M.C
Sr.EXECUTIVE
Z.S.M
B.C.M Jr..EXECUTIVE

F.M
BUSINESS STRUCTURE
AND WARID TELICOM

Like all other organizations Warid also follow the

communication network which includes
formal and informal communication. Normally
the Top management to middle management
and middle management to bottom/executive
level follows the formal communication. The
middle management follows both formal and
informal communication among themselves. The
executive level follows informal communication
among them. The company also has a
grapevine communication among the staffs..
 ORGANIZATIONAL
DEPARTMENTALIZATION

ORGANIZATIONAL DEPARTMENTALIZATION

1. Marketing
2. Human Resources
3. Financial Accounting & Revenue Assurance
4. Sales & Customer Services
5. Administration
6. Products & Services
7. Procurement & Logistics
8. Legal Affairs
 ORGANIZATIONAL
DEPARTMENTALIZATION

9. Engineering & Information Technology

10. Audit & Risk Services
11. Quality Assurance
12. International Business
13. Public Relations
14. Operations and Project Management
15. Govt. Relations
 DEPARTMENT
WARID TELICOM
MARKETING DEPARTMENT
-Segmentation and Strategy Division
-Process Flow in Marketing Department
-Sections of segmentation and strategy Division
1. Postpaid Segment Section
2. Masses Segment Section
3. Female Segment Section
4. Youth Segment Section
5. Corporate Segment Section
Marketing Operations Division
1. Retail Operations Section
2. New City Launches Section
3. BTL (Below the line) Advertising Section
4. Marketing Collaterals Section
5. Events
 DEPARTMENT
WARID TELICOM
 DEPARTMENT
WARID TELICOM
-Marketing Communications Division
1. ATL Section

2. Artworks Designing to be used in ATL and BTL

-Marketing Finance Division

-Loyalty Division
 SALES AND
CUSTOMER SERVICE
DEPARTMENT
SALES AND CUSTOMER SERVICES DEPARTMENT
Business Overview
Business Center of Warid Telecom Internationl.
Franchise Center of Warid Telecom Internationl in Dhaka.

# Warid has 11 customer care centers around

the country located at key locations. These
centers are directly run by Warid itself. Warid
has another 120 franchises spread across
Bangladesh
 THEORIES
IMPLEMENTATION
WARID TELECOM

IN DEPTH SOWT ANALYSIS

-Strengths of Warid
-Weaknesses of Warid
-Opportunities for Warid
-Threats for Warid
 LEARNING FROM
THE REPORT
LEARNING FROM THE REPORT
-Duties
-Target Groups
-Method of Survey

SAMPLE QUESTIONNAIRE
LOCATION WISE INDUSTRIAL PERFORMANCE
AREA WISE WARID BUSINESS CENTER PERFORMANCE
-CATEGORY WISE INDUSTRY PERFORMANCE

-QUESTION WISE INDUST

-TELECOM OPERATORS PERFORMENCE

 FINDINGS

FINDINGS FROM WARID TELECOM

•Reception
•CSR Performance
•First Contact Resolution
•Overall Business Center Performance
 CONCLUSION
AND
RECOMMENDATIONS
Warid telecom is offering cheap rates for its prepaid and postpaid
customers as Compared to its competitors but the main area they are
lacking is the way to Communicate it to customers

The company’s 70% of it share to “Airtel” the well known telecom

company of India