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Md. Ashek Uddaula Siddiqui ID: 0620364
An Internship Report Presented in Partial Fulfillment Of the Requirements for the Degree Bachelor’s of Business Administration (BBA)
INDEPENDENT UNIVERSITY, BANGLADESH
A WORKING REPORT ON THE CUSTOMER SERVICE DEPARTMENT OF GRAMEENPHONE LIMITED
Management School of Business . 2010 ______________________________________ Farzana Chowdhury Lecturer. Ashek Uddaula Siddiqui ID: 0620364 Has been approved December 05.A WORKING REPORT ON THE CUSTOMER SERVICE DEPARTMENT OF GRAMEENPHONE LIMITED By Md.
The internship project has given me the opportunity to explore one of the most important aspects of the customer service division of Grameenphone and expand my knowledge thereby. Bangladesh Letter of Transmittal December 05.Independent University. Ashek Uddaula Siddiqui . ___________________ Md. Bangladesh Subject: Submission of internship report. 2010 Farzana Chowdhury Lecturer. With kind regards. The report has been compliant as per your requirement and those set by the organization. Management School of Business Independent University. I ardently hope that this paper will live up to your expectation and you will appreciate my efforts. Dear Madam: Please find herewith my internship report titled “WORKING REPORT ON THE CUSTOMER SERVICE DEPARTMENT OF GRAMEENPHONE LIMITED”. I have prepared this report as part of my internship program.
complain and service request and also sorted out my task in a specific manner. for attaining on-field experience as an intern for a period of twelve weeks as a part of my internship program of Bachelors of Business Administration requirements.ID: 0620364 Abstract I have selected Grameenphone Ltd. . I have tried to neatly sort all my activities separately to describe a clearer picture of my responsibilities assigned by my supervisor at Grameenphone. In the following report my day to day activities during my internship days in Grameenphone Contact center are described. To conclude the report I tried to express my experiences that were reflected by my academic career in the internship tenure. During the internship in Grameenphone I was assigned in assortment of tasks. In most of the cases that are described in the report practiced the natures of individual customer query.
Shafiqur Rahman for giving me the opportunity to perform my internship program under his supervision in the Business segment of the Customer Service Division.Acknowledgements I would like to thank my internship program supervisor Farzana Chowdhury for her careful guidance and instruction which actually enabled me to accomplish the internship report successfully. I would like to thank my supervisor Mr. Grameenphone Ltd. I would also like to express my humble gratitude to all of the colleagues of my team members who not only helped me to prepare this report but also helped me with their guidance and by sharing their valuable knowledge. .
1 Customer Service Departments 3.2 The Services 3.2 Company Vision 1.2 Contact Center 3.4 Company Values 1.3 Assigned responsibilities 4. Division at Grameenphone Ltd 3. Products & Services of Grameenphone Ltd 2.1 Company Background 1.TABLE OF CONTENTS 1. Introduction 1. Observations and Recommendations 4.3 Company Mission 1.5 The Shareholders of Grameenphone Ltd 2.1 The Products 2.1 Some scope of implementation would be helpful 5. Conclusion 01 02 02 02 02 03 03 03 04 05 07 10 11 12 12 .
LIST OF FIGURES Figure no. Figure No. 2: Contact Center Organogram . 1: Grameenphone Organogram.
it’s a way of life for all the stakeholders of Grameenphone. though it has changed now. currently the company is focusing more to satisfy the existing customers. GPCF and STP to serve their client all over the country.2 Company Vision The vision statement of Grameen Phone is simple“We are here to help” This means that Grameenphone helps their customers to get the best out of communications services in their daily lives. 1. Grameen Phone also offers high speed Internet. With the slogan “Stay Close”. Bill Pay and many other value added services. Grameenphone was the first company to introduce GSM technology in Bangladesh. Grameenphone.REPORT ON THE CUSTOMER SERVICE DEPARTMENT OF GRAMEENPHONE LIMITED 1 1. is trying to establish a benchmark in terms of customer service in the mobile phone industry. Introduction 1. Telenor owns 62% and Grameen Telecom owns 38% share of GrameenPhone. . a nonprofit sister concern of the internationally acclaimed microfinance organization and community development bank Grameen Bank. There are more than 500 customer care touch points naming GPC.1 Company Background Grameenphone widely known as GP is the leading telecommunication service provider in Bangladesh with more than 25 million subscribers (as of June 2010). Along with their core service. the market leader in the industry. Grameen Phone is a joint venture company between Norwegian Telecom giant ‘Telenor’ and ‘Grameen Telecom. stated goal of Grameenphone is to provide affordable telephony to the entire population of Bangladesh. “We’re here to help” isn’t a slogan. Airtime. They have established a customer care hotline which operates 24/7 round the year but now 17 hrs a day. It also established the first 24-hour Call Center to support its subscribers. Due to the heavy competition in the market and low acquisition rate. Health line.
KEEP PROMISES Everything we set out to do should work. We want to be a partner in the development of our community. not over promising . We bring energy and imagination to our work. We are about delivery. We are respectful and professional in regard to all our interactions. BE RESPECTFUL We acknowledge and respect the local culture. BE INSPIRING We are creative.3 Company Mission “We will lead the industry and exceed customer expectations by providing the best wireless services. The rest of the shares belong .REPORT ON THE CUSTOMER SERVICE DEPARTMENT OF GRAMEENPHONE LIMITED 2 1. If it does not. The international shareholder brings technological and business management expertise while the local shareholder provides a presence throughout Bangladesh and a deep understanding of its economy. 1. 1. with Grameen Telecom Corporation owning the remaining 34. customers and our country. making life and business easier”. both internally and externally. Both are dedicated to Bangladesh and its struggle for economic progress and have a deep commitment to Grameenphone and its mission to provide affordable telephony to the entire population of Bangladesh.2 per cent. helpful and friendly. Because we never forget we are trying to make our customers' lives easier.4 Company Values MAKE IT EASY We are practical. We are passionate about our business.5 The Shareholders of Grameenphone The shareholders of Grameenphone contribute their unique. Everything we produce should be easy to understand and use.actions not words.8 per cent of Grameenphone. we are there to put things right. Telenor holds 55. in-depth experience in both telecommunications and development. We are open.
SMS Push-Pull Services. E – Bill. Ekota. It may be noted that GrameenPhone was the first mobile phone operator in the country to introduce value-added services like Voice Mail Service. Web to SMS. Dynamic Pricing. Welcome Tunes. SMS (short message service).2 The Services GrameenPhone also introduced a number of value-added services during the last 13 years. . BlackBerry services. Music Radio. Telenor has played a pioneering role in development of cellular communications in Bangladesh.REPORT ON THE CUSTOMER SERVICE DEPARTMENT OF GRAMEENPHONE LIMITED 3 to general retail and institutional investors. Business Solution. GrameenPhone also launched the Wireless Application Protocol (WAP). People’s life is now much easier as they are getting services as per their necessities. downloadable content and ring-back tone services. EDGE/GPRS. Djuice. It’s a close pal of many of us. Village Phone and Xplore. But in the recent years GP’s is showing interest to capture the whole customer insight by offering them different type of products. Other services include International Roaming. Study Line. GP Public Phone. Call Block Service. Voice SMS. MMS. Mobile Backup Service and Missed Call Alert. Cell E-mail. in particular Internet access. Products & Services of Grameenphone Ltd. BPO for GPPP. 2. Text Mail Service and fax and data transmission services. It offers products like Smile. 2. 2.1 The Products GrameenPhone mainly provides the telephony service to the customers. Cell phones are now something more than just a cell phone. It also offers internet modem along with an internet sim that may be pre-paid or post-paid. Voice Mail Service (VMS). GP World.
Grameenphone follows a mix of centralized and decentralized decision making process-where the top management mainly takes all the strategic decisions while the functional managers have flexibility to take decisions by themselves on a day to day basis. There are 9 functional departments engaged in managing these employees.REPORT ON THE CUSTOMER SERVICE DEPARTMENT OF GRAMEENPHONE LIMITED 4 Figure no. 1: Grameenphone Organogram 3. has over 4800 employees working at different levels of organizational hierarchy. Division at Grameenphone Ltd Grameenphone Ltd. At GrameenPhone the Managing Director is assisted by 9 Senior Executives who are heading different departments in the strategic decision making process.with the aim to meet organizational objectives. The departmental names of GrameenPhone are given below: Corporate Affairs Division Customer Service Division Finance Division .
the first one is the Consumer segment and the other one is the Business segment.This is the department which assigns duty to all the employees of customer service division. 2. the Business segment generates more than 60% of the revenue for the company so. GrameenPhone customer service department has 5 major segments 1. solution & complain regarding the SIM (Subscriber Identification Module) operation. From the birth of the department it tries to meet the demand of the near about 23 million subscribers regarding their queries & complains.1 Customer Service Departments Customer service department is a part of commercial division.REPORT ON THE CUSTOMER SERVICE DEPARTMENT OF GRAMEENPHONE LIMITED 5 Human Resource Division Information Technology Division Internal Audit Division Internal Control Office Division Marketing Division Network Division Public Relation Division Sales Division 3. Forecasting. GP provides special customer service to their corporate clients and they get the priority in getting the service over 121(hotline) without being in queue. Their comments and requests are taken seriously and solved with high priority. On the other hand. GrameenPhone customer service Hot Line was the first 24-hour Contact Center in Bangladesh. on how different plans are to . The Consumer segment deals with all the queries and complains that come from all the subscribers other than the corporate or business subscribers. Like other Telecom operator GrammenPhone has a special service for the people to call the hotline for after sales service. Contact Center: There are two segments within the contact center. Resource Management: This segment is known as RM.
Provide service related solutions of different problems arising from Voice call connectivity. SMS connectivity and other VAS activation or deactivation over the hot line 121. Complaint Management: This department handles all kinds of complain related issues. Welcome tunes and other value added services. data connection setup and connectivity. EDGE & BlackBerry Services and online communication. 5.People &. bill pay. missed call alert service.process Development: This department arranges internal training of all new and existing employees. Consumer. EDGE package. Contract center also has some segments such as business segment. All the backend planning regarding customer service are planned by them which is then executed by the employees of customer service division. They prepare targets for each customer managers who are directly interacting with the subscribers. Their job is to keep all the customer service employees updated regarding the latest service and offerings. Telesales: This department sets a target on selling F&F. This is a very dedicated team which makes sure that all the complaints are looked after. They prepare modules and selling techniques for customer managers which help the customer managers to better perform their duties. call block service and different edge services through 121 hotline. emerging. All new software trainings for employees are also arranged by them. 4 . 3. Conduct direct sales activities of various service offered by GrameenPhone such as – Missed Call Alert. All the fraudulent activities done from a GP SIM and the complaints regarding these issues are dealt by this department.REPORT ON THE CUSTOMER SERVICE DEPARTMENT OF GRAMEENPHONE LIMITED 6 be executed by the employees are done by them. Responsibility of the Customer Manager include – Inform the subscriber about new service & promotion. FnF. .
1. EDGE P6. or responding to an advertisement.2 Contact Center A call centre is a place used for the purpose of receiving and transmitting a large volume of requests by telephone. Transformer – A number of times users of another operator is called as per management decision. Usually that subscriber’s monthly usage rate is rather high.Sometimes we do call subscribers to sell a number of Value Added Services such as EDGE P1. a number of inbound agents have to call up random subscribers to inform them about the campaign. However. Outbound Contact Centers: Outbound Contact Centers are usually works under. Call Block Service. Up Selling. the emphasis is often on 'upwelling' the customer to a more expensive product or package as part of responding to the customer’s original request. So we try to persuade that subscriber to use our service for trial basis.REPORT ON THE CUSTOMER SERVICE DEPARTMENT OF GRAMEENPHONE LIMITED 7 3. often calling for help with a product. But there are mainly two types of Contact Centers such as inbound call centre and outbound call centre. . GrameenPhone is a flexible call centre model doing both inbound and outbound calls serving our different customers according to their needs. Missed Call Alert service etc..Sometimes when a new campaign is launched. 2. Inbound Contact Centers are often a little easier on the employee because the caller initiates the first contact. If that subscriber is happy with the service received then he might think of using our service in a permanent basis. Inbound Contact Centers: In an inbound call centre. Campaign promotion. Currently there are around 874 customer managers in our call centre. customers generally place their queries about product information and report any technical glitches. If they asks as we also activate the promotional offers in their SIM. EDGE P5. Contact Centers can be divided into various categories based on their strategy of function and nature of service. 3.
reliable. inspiring and friendly with the subscribers to enhance and maintain GrameenPhone Brand promise Capture customer insights. Conducting service awareness and telesales to retain the existing customers and acquire potential customers. Maintain targeted KPI on a regular basis To be more caring.REPORT ON THE CUSTOMER SERVICE DEPARTMENT OF GRAMEENPHONE LIMITED 8 Responsibilities of Contact Center Agent or Customer Manager Provide one-stop quality Customer Services to ensure positive customer experiences. follow-up and escalate critical issues / complaints and provide timely feedback to ensure customer satisfaction. .
Ashek Uddaula Siddiqui Figure No. 10th Floor Mostafa Jamal Galib Service Operations. 9th Floor Md. Monjurul Karim Service Operations. 2: Contact Center Organogram .REPORT ON THE CUSTOMER SERVICE DEPARTMENT OF GRAMEENPHONE LIMITED 9 Customer Service Gjermund Lia Business Control* Donna Mariam Sitwat Strategy & Planning Ferdous Ahmed Coordinator Farhana Sabrin Quality Assurance Bushra Faruq Ummi Nazam Resource Management Golam Kibria Complaint Management Sabrina Afrin Smita Contact Center Telesales Stian Syvertsen People & Process Development Yeasir Mahmood Service Operations. 8th Floor Shafiqur Rahman Md.
I had to complete the following set of activities both routine and non-routine basis during my internship. Grameenphone cannot activate or deactivate any service of a corporate SIM without the consent of the authorized person of the particular company. a particular service can be activated or deactivated of a business solution SIM. fnf activation and EDEGE activation. This SIM cards are sold to a company and owned by the company. . This SIM cards are not owned by individual subscribers. Call Block Service and giving feedback on customer’s queries. Only after receiving a confirmation mail or fax from the authorized person. Routine tasks: My routine tasks were regarding International Roaming. Attending international roaming queries. then the authorized person sends a fax or mail to business segment of customer service division. After the SIM cards are sold. In other words. request and complaints.out the permission of the authorized person. the company needs to have a trade license. If a subscriber is facing service related problem from the SIM then only a subscriber’s complain can be taken care of directly and worked up on with. Subscribers of that particular company can call GP hot line or visit GPC for service but to avail a new package or to change any package the subscriber needs to contact with the authorized person. such as bills. After subscriber contacts the authorized person. the company selects an authorized person who then represents his company to GP.3 Assigned responsibilities: I was assigned as an intern in the Corporate and Business Segment in the contact center under Customer Service Division. I had to deal with Grameenphone corporate subscribers using both prepaid and postpaid SIM cards. Escalating the activation/deactivation assortment of services Updating the connection status of a corporate SIM after receiving the authenticating mail from the authorized corporate signatory personnel and Grameenphone credit management team. Handling mobile backup service related queries.REPORT ON THE CUSTOMER SERVICE DEPARTMENT OF GRAMEENPHONE LIMITED 10 3. request and complaints and providing feedback to the designated agent of the roaming customer. In order to buy these SIM cards. After showing the trade license the interested company needs to do an agreement with Grameenphone Ltd in order to buy business solution prepaid and postpaid SIM cards for their company.
The environment of the office is also very good. Natural calamities. Complicated process flow. The quality of service is very good. ever changing subscriber need. Network failure. so it is very difficult to handle the call pressure for the customer manager. Lack of flexibility in work place.REPORT ON THE CUSTOMER SERVICE DEPARTMENT OF GRAMEENPHONE LIMITED 11 4. energetic and educated. Information mismatch. The office setup is very modern and technological advance. Complication in execution. It is very painful for subscribers to wait a long time for getting the service. Decrease the call pressure to increase customer satisfaction. All the calls from subscribers come in to automated answering machines which call IVR. I have identified the following problems which can again be addressed from both internal and external context. The main problem is Grameenphone has a large number of subscribers and the ratio of subscribers and customers manager is large. so customer manager can provide service very smoothly. Miscommunication. They all are trained well to handle customers. . External to the Contact Center: Subscriber end errors. All the computer and pabx system is up to date. Observations and Recommendations In my observation Grameenphone gives more emphasis on customer service. Free the call charge when subscribers are in queue. Create a strong IVR (interactive voice response) so that subscriber get more service from IVR without the help of human agent. Give more training to the customer manager so that they can increase their skills. Tools down. User unfriendly product and tariff. Internal to the Contact Centre: Employee dissatisfaction. So now a day’s customer service division is important like other division. Effectively make the break plan so that the customer manager can remove stress. Roster related problem. All the customer manager of customer service is very efficient. Customer service is not only after sales service but also an income source for Grameenphone. In recommendation part I want to recommend something to betterment of customer service. Subscriber has to wait for a human agent.
Efficient technological backup and Ensure timely and unique information through Establish more authority at workplace. Efficient technological backup and Ensure timely and unique information through Establish more authority at workplace. Give more benefit to the employee to reduce employee turnover. Conclusion: Getting an opportunity to do internship in the largest telecommunication company of Bangladesh has been a great experience. Motivate the employee by different motivational factor because it is a monotonous job. 4. Establish strong coordination among segments and design simple process. Use the latest technology to serve the subscribers more efficiently. Establish strong coordination among segments and design simple process. Use the easiest communication method to reach all level of subscribers. 5. It was a great honor for me to work in such a professional company where everything is so organized and perfect.REPORT ON THE CUSTOMER SERVICE DEPARTMENT OF GRAMEENPHONE LIMITED 12 Increase the number of employee to reduce call pressure. but the things learnt form real time work experience for the first time has indeed been a privilege.1 Some scope of implementation would be helpful: Increase Grameenphone Service point to serve more people. The corporate culture that I learned from GP is a thing to be mentioned especially and adapting to it was a big challenge in such an early stage of my career. Reduce the time limit of solve complains of the subscribers to increase customer satisfaction. Recruit local people in local area so that they can understand local subscribers need. Provide training to the customer manager so that they can satisfy the customers. Recruit skilled customer manager who can serve the subscriber with high quality. Textual learning’s form university courses were helpful. Provide health checkup specially eye and hearing checkup on a regular basis to the employee. Dealing with customer queries & complaints has certainly helped my interaction & .
After completion of my work tenure as an intern. To work in such a big organization was a pressure itself and adapting to this pressure was also a new experience. . New learning’s and helpful attitude of colleagues is a thing to be remembered for a long time. I feel blessed to have learned so many things in such a short span of time.REPORT ON THE CUSTOMER SERVICE DEPARTMENT OF GRAMEENPHONE LIMITED 13 communication skills. I certainly believe this experience of working in GP will help me to be professional in life and also work as an added advantage for the years to come.
grameenphone.com/Major-Shareholdings.REPORT ON THE CUSTOMER SERVICE DEPARTMENT OF GRAMEENPHONE LIMITED 14 REFERANCES (2010. November). November). November).com/Dividend.grameenphone.Retrieved from Grameenphone: https://wow.telenor.html (2010. November).aspx (2010.Retrieved from Grameenphone: https://wow. November).grameenphone.com/grameenphone/en/Pages/default.Retrieved from Grameenphone: http://investorrelations.aspx .telenor.com/grameenphone/en/opco/Pages/history.Retrieved from Grameenphone: http://investorrelations.com/Company-Facts.Retrieved from Grameenphone: http://investorrelations.html (2010.html (2010.
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