Letter of Transmittal

January 14, 2009

Tabassum Siddique
Lecturer
DBA , IIUC

Subject: Customer Service of Warid Telecom in Bangladesh.

Here is the report on the “Customer service of Warid Telecom in

Bangladesh” that we have prepared which is the part of our
“Business Communication” subject.

The report was prepared on the primary and secondary data collected
from different sources of Bangladesh. Data are classified, graphical
and tabulated by depending on services or areas.

We sincerely hope that this report and recommendations would help

you getting some effective information’s. We have tried to make a
better report which will also help us in future.

Sincerely yours

1. Nowrin Morshed
2. Afroza Sultana
3. Ayesha Mezbeen
4. Naima Sultana
5. Shamima Akter Tazin

Students of BBA,
4th semester, Sec-B
IIUC

Report on Warid Telecom

Page 1 of 46
Executive Summary

We are willing to prepare a report on a mobile company. The

name of our company is WARID Telecom. For this task we have taken
different kinds of steps. We have decided who will take which part.
Then, we have collected all most all essential documents for the
report. Such as, we have visited to Franchise Centers for that purpose.
Apart from this, we also tried to make a group on how to collect the
data and talking with the customers. We are always ready to take
information, as our object is to make our assignment in real manner.
We left no stone unturned to make it as real as possible. We worked
hard for our report to make it fruitful. But, it may have some limitations
which will overcome in future by our efforts.

Warid Telecom is a Service Oriented Company which works on

the Tele communication sector, is continuously playing an outstanding
role for developing a better Telecommunication market in the
Bangladesh. The study will give an insight view of development and
changes to the readers, specialy the users and an idea of changing
patterns of the market and will also help them to justify.

The study report is organized mainly in chapters. At first, it will

give a brief description of the history of Warid Telecom and the back
ground of set up of Telecommunication in Bangladesh, and their nature
of business. We can get information about the past situation of the
Tele Communication in Bangladesh. Then will give an outlook of
problems of present market operation, research findings and few
recommendations to resolve the problems. And at last the conclusion.

Report on Warid Telecom

Page 2 of 46
Table Of Content

Part Page no

1. Letter of transmittal 1
2. Executive summary 2
3. Table of contents 3
4. List of illustrations 4
5. Preface 5
6. Background of the report 6
7. Methodology of the report 7
8. Objective of the report 8
9. Limitations of the report
CHAPTER -1
9
10. Corporate profile
11. Introduction 11
12. Vision of Warid
1
13. Missions of Warid
Customer service of Warid Telecom in Bangladesh:
14. Business overview
15. Product and services
16. Sim services
17. Current offers of Warid
18. Special offers for customers
19. Key strengths
20. Comparison with other telecom companies
CHAPTER -2

21. Report findings

22. Summary
23. Conculation
24. Recommendation
25. Reference

List of Illustrations

Report on Warid Telecom

Page 3 of 46
 Table
Part Page no

.. Business centers 13
.. Franchises centers 13

Graph

Report on Warid Telecom

Page 4 of 46
Preface

International Islamic University Chittagong (IIUC) is a well –

reputed Institution, which aims at producing the learner’s with perfect
knowledge, WE Discipline, with moral values and is to prepare young
man and woman for Challenging career of management in an
international environment.

Practical education is an important part of the curriculam of the

Business Education IIUC has included a compulsory comprehensive
“Business Communication” in BBA curriculum. This course is designed
with excellent combination of theoretical and Practical aspects to
provide an opportunity to the student on the job Exposure, the
students are sent to different organizations with a view to Fulfilling
their degree requirement. We have been assigned to “Customer
Service of Warid Telecom in Bangladesh”

Report on Warid Telecom

Page 5 of 46
Background Of The Report

The report word is a part of the BBA program. BBA is one of the
most Dynamic degrees in this competitive world. The main objective of
the Scheme is to provide practical training in handling different issues
of Contemporary challenges relating to jobs. It helps to bridge the gap
between Theory and practices.
For our report program we are selected “Customer Service of
Warid Telecom in Bangladesh” which is one of the most growing
Telecommunication and we are successfully completed this program .

Methodology of The Report

This report has been prepared on the basis of the experience

gained during the period of the report. We were use primary and
secondary data for the purpose of the report. The sources of
secondary data were as collected by web site. The collected data and
information have been tabulated, processed, analyzed and graphically
presented in order to make the study more informative, useful and
purposeful.
Types
Business research can be classified from four points of view. Those
are, form the view point of objective, and form the view point of
function, from the view point of nature of data and from the view point
of research place.

• From the view point objective, it was an applied research

because this research was conducted to answer some
certain questions or to make some decision about a
particular course of action.
• From the view point of function, it was a descriptive

Report on Warid Telecom

Page 6 of 46
 research, which was conducted to describe the current
position of Customer Satisfaction of a mobile company.
• From the view point of nature of data, it was a quantitative
research, as the findings of the research were expressed in
from of quantity figure.
• From the view point of research place, it was a field
research, because we conducted this research through
questionnaire survey.
Formulation
Formulation means to get an insight about the underlying cause of the
research. To formulate the research, I had conducted Literary Survey;
it is the survey of books, journals, periodicals etc. related to the topic
of the research.
Design
“A research design is a master plan specifying the method and
procedures for collecting and analyzing the needed information”
(Zikmund, 2000). The data will be collected is the aspect of research
design. There are four designs to collect data.
• Survey Method.
• Observation Method.
• Experimental Method.
• Secondary Data Study.
Survey Method
Researchers frequently use survey methods. It is the most important
and popular method. For the purpose of my research, we had also
conducted survey method. This survey method can be classified into
three ways.
• From the view point of questionnaire, I had conducted this
survey through structured questionnaire or close ended
questionnaire. Because I have imposed a limit in the

Report on Warid Telecom

Page 7 of 46
 questionnaire, respondents cannot go beyond the given
answers.
• From the view point of time frame, it was a cross sectional
study because various segments of population are asked
questions at single point of time.
• From the view point of communication, it was a survey
through Human Interactive Media. In here I had collected all
the data through personal Interview.
Sampling Plan
Most marketing studies involve a sample or subgroup of the total
population, rather than a census of the entire group. A sample has
been defined as a part of the population which is selected for
investigation. Or “Sampling is the technique of drawing samples from
population” (Donald & Hawkins, 1993). There are two types of
sampling:
1. Probability Sampling or Random Sampling and
2. Non Probability Sampling or Purposive Sampling.

Probability Sampling
We have selected probability sampling technique for the survey and
my sample size was the xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx. I
have conducted my survey on dealers in three different areas of
Chittagong. These are 1. Muradpur 2. Agrabad (Boro pol) 3. Chokbazar.
While choosing my sample I didn’t followed any restriction, so it was an
unrestricted probability sampling.
Data Collection
To measure this abstract concept I had used numerical scale technique
in which both numeric and words were used to major the concept. And
the scale was interval scale in which numbers were used to show the
orders as well as interval of the concepts.

Report on Warid Telecom

Page 8 of 46
The primary sources of data collection were dealers and workshops
which were selected randomly. I had selected those dealers
and workshops randomly and asked them question on the basis of my
questionnaire for data collection.
Data Analysis
After collecting the data, I had done data analysis. “Data analysis is
done to understand that analysis consist of summarizing, rearranging,
ordering or manipulating data” (Zikmund, 2000). The mean of
numerical value derived from all respondents have been collected
according to their given numerical order. I had ranked the factors
within the dimension according to their mean score and also presented
through various graph and pie chart.

Objectives Of The Report

The Main Objectives:

• To gather practical experience and knowledge.

• To apply those experience and knowledge in practical life in
future.

The Supportive Objectives:

• To fulfill the partial requirement of the course out line of

Telecommunication.
• To study various objectives and principals of customer Service of
Warid Telecom.
• To know organizational frame work of customer Service of Warid
Telecom.
• To acquaint with the services and facilities rendered by Customer
Service of Warid Telecom.
• To examine the norms of Customer Service of Warid Telecom.
• To evaluate their customer satisfaction.

Report on Warid Telecom

Page 9 of 46
 • To find out the problems and prospects in this section.

Limitations Of The Report

It is not possible to reflect actual situation by considering limited

resources. With a very short prriod of time it is not easy to complete all
the aspects of telecommunication service clearly. But we tried our best
to fulfill all the shortomings and tried to gather necessary data so far
as possible. We tried to focus on the customer service of the Warid.

Our diligent efforts, there may have lacking for less understanding.

The limitations are:

• With in short period of time to know everything.

• Communication gap with my respective preparing report.

• Short range of data analysis.

• Lack of depth of telecommunication knowledge.

• Insufficient investigation in all activities of service.

Telecommunication Of Bangladesh

Background

After independence of The Peoples Republic of Bangladesh in

1971, Bangladesh Telegraph & Telephone (T&T) Department was
created under the Ministry of Posts & Telecommunications with a view
to run the telecommunication services on commercial basis. The
Bangladesh T & T Department was converted into a corporate body in
1976. In pursuance of Ordinance No. XII promulgated by the President
of the Peoples Republic of Bangladesh on 24th February, 1979 The
Bangladesh Telegraph & Telephone Board (BTTB) came into existence.
At this moment BTTB is providing basic telecommunication services
through out the country and also providing carriers to communicate
with the outside world. BTTB is also providing some value added
services as Dial-Up and Leased Line Internet services, International
Private Leased Circuit (IPLC) services, Digital Subscribers Line (DSL),
Telex Services and Packet Switch Data Network (PSDN) services.

Report on Warid Telecom

Page 10 of 46
Regulatory Framework

The Ministry of Posts & Telecommunications (MOPT) holds the

responsibility of sector regulation. The Telegraph Act of 1985 is the
primary law governing the sector and granted the government
exclusive power to establish and provide all telecommunications
services and products. The Wireless Telegraphy Act of 1933 governs
the operation of one way Radio Communications, Paging and Radio
services. The BTTB Ordinance of 1979 provided BTTB the monopoly
rights and powers for issuing license for telecommunications and
wireless services. In October, 1995 Government of Bangladesh (GOB)
amended the BTTB Ordinance, 1979 and transferred the regulatory
authority from BTTB to MOPT. Now MOPT is in process of forming a
regulatory body naming Telecommunication Regulatory Board (TRB).
Presently MOPT is the principal telecommunications policy maker.
Other institutions, such as Ministry of Finance and the Planning
Commission are also involved in policy making process.

Telecommunications In Bangladesh – General

Basic Fact on Bangladesh Telecommunication

Description Unit
Total Telephone in use in
6,02986
Bangladesh
BTTB ( T&T) 4, 74,322
BTTB –Urban 411,427
BTTB – Rural 57,077
Private Telecom 1, 28, 664
Tele density 0.50 %
Cellular Users 212,200 (April ,00)
Card Phone in Use 1, 381
Public Call office 630
Telex Subscribers 1,600
Paging & radio Trunking
7000
Subscribers
International Voice circuit : 2,107
International Trunk Exchange 3
Total International Circuit 3936
Nation Wide Dialing ( NWD) 21930

Report on Warid Telecom

Page 11 of 46
Circuit
Switching 61%
Transmission 75%
Telephone Shilpha Sangstha
Telecommunication Equipment (TSS) , at Tongi, and Bangladesh
Manufacturing facilities Cable Shilpha (BCS) Ltd. at
Khulna
50 ISPs ( Plus private
V Sat
Organizations )
Ground Satellite Station 4
Network Digitalization
Expected demand for
1, 72,095
Telephone
Source : BTTB 1999

Telecommunication Operators in Bangladesh

Name of Operator Licens Function
e
Grante
d
Bangladesh Rural 1989 Establishment, Operation and
Telecom Authority Maintenance of Digital
(BRTA) Telephone Exchanges in 200
Thanas.
Sheba Telecom (Pvt.) 1989 Rural Telecom Services in 199
Ltd. Thanas and Cellular Mobile
Radio Telephone Services.
Pacific Bangladesh 1989 Cellular Radio Telephone
Telephone Ltd. (PBTL) Services.
Grameen Phone (GP) 1996 Cellular Mobile Radio
Consortium Telephone Services.
Telecom Malaysia 1996 Cellular Mobile Radio
International Bangladesh Telephone Services.
(TMIB)
Bangladesh Telecom 1989 Paging, Radio Trunking and
(Pvt.) Limited (BTL) Riverine Telecom services

Available Telecommunications Services

At present following services are being offered by BTTB:

Report on Warid Telecom

Page 12 of 46
1. Basic telephony
At the end of 1998-99 fiscal year Bangladesh T & T Board had 631
Telephone Exchanges with a total capacity of 4,74,322 lines. BTTB
started operating digital local exchanges after installation of six NEC-
NEAX 61E exchanges in the Dhaka Telecom Region Network in 1990-91
fiscal year with initial total capacity of 26,000 lines. Upto 1998-99
financial year fifteen (six NEC-NEAX 61E exchanges, seven ALCATEL E-
10 exchanges and two ITALTEL exchanges), twelve (nine ALCATEL E-10
exchanges and three ITALTEL exchanges), ten (four ALCATEL E-10
exchanges, three GDT exchanges and three ITALTEL exchanges) and
seven (One ALCATEL E-10 exchange, two ITALTEL exchanges and four
ZTE exchanges) local digital exchanges were installed in Dhaka,
Chittagong, Khulna and Rajshahi Telecom Regions respectively.
Exchange status of Analog and Digital telephone lines are given.
BTTB Telephone Exchange Status
(As of 30th June, 1999)
Region Type Number of Capacity Connection Pending
Exchange Demand
s
Dhaka Analog 24 74,000 70,689 1812
Digital 15 173,529 169,836 69,430
Chittago Analog 31 22,720 18,632 8,542
ng Digital 12 71,000 63,435 2,802
Khulna Analog 36 25,400 22,201 8,962
Digital 10 26,700 21,347 3,648
Rajshahi Analog 17 19,400 18,274 5,016
Digital 07 17,272 12,213 2,980
Country Analog 108 141,520 129,796 75,842
Total Digital 44 288,501 266,831 78,860

BTTB Network Switching

Type of Number of Equipped Working Lines
Exchange Exchange Capacity (No of
Lines )
Automatic 37 290 000 272 337
Digital
Automatic 112 135 000 120 250
Analog
Manual C.B 136 21 695 19 786
Magneto 343 21 172 19 052
Total 624 474 867 431 435
Exchange Fill 90. 85 %

Report on Warid Telecom

Page 13 of 46
Digitalization 62.54 %
Rate
Source : BTTB , 1999

Public telephone services

Years ago coin boxes were used in the urban areas and land line
wireless public call offices (pcos) in the rural areas to provide
public telephone services. Card telephones were introduced to wipe off
the degraded service quality of coin boxes and pcos. By november
2000 about 1400 card phone booths were installed in different parts of
the country. While all card phones have nwd facilities where as around
750 of them have got isd facility. Due to higher accessibility and better
technology these card phones have been widely accepted by public
throughout the country. Almost all the thanas have been covered by
the card phone service. Programs are under consideration to extend
this service to village level.

Telex services
The first digital telex exchange in bangladesh was established in may
1981. In december 1999, there were three fully digital storage
program controlled (spc) telex exchanges working in dhaka. They were
• Nedix (510 as) having capacity of 960 line supplied by nec, japan
• Nedix (510a) with a capacity of 1,500 lines supplied by nec,
japan
• Eltex-ii with a capacity of 6,048 lines obtained from saudi arabia
•
By applying time division multiplexing technique six districts namely
narayangonj, chittagong, sylhet, khulna, jessore and bogra had been
brought under the switching control of this gate way exchange by
installing tele-printer exchanges (tpxs) in the said districts. This nedix
(510a) exchange was working as a tandem exchange as well as an
international telex exchange.
In january, 2000 bttb in a joint venture with british telecom introduced
global telecom service (gts), in which the telex exchange will be
located at birmingham england with a multiplexer at dhaka and other
places outside dhaka where bttb is providing telex services. By doing
so, maintenance cost has been drastically reduced. This system also
has the added advantage that it requires only two international circuit
whereas earlier on, it required around 280 international circuit to
provide the international telex gateway.

Report on Warid Telecom

Page 14 of 46
Telegraph (gentex)
Gentex service was introduced in 1989. The number of offices
providing gentex services are at present 135. Through this service the
telegraph offices are inter connected.

Nationwide dialing
By providing an integrated nationwide telecommunications facility all
the major cities, towns and growth centers are interconnected. This
inter-connectivity is achieved through 8 trunk automatic exchanges
(taxs) and a number of microwave (mw), ultra high frequency (uhf) and
very high frequency (vhf) links.

Transmission links
Because of the nature of the terrain, transmission links of bangladesh
consist of microwave and uhf/vhf systems. At present there are six
major microwave links in bangladesh. The thana to district
headquarters links are almost 100% digital, comprising of 2-mbps
system that form the backbone of rural telecommunication.

Description of Major Transmission Links

Link Type Capacit Bit Maker
y Rate
Dhaka – Chittagong Analog 1800 NEC
Dhaka – Khulna Digital 1920 140 MB FUJITSU
Dhaka – Sylhet Digital 1920 140 MB ALCATEL
Dhaka – Bogra Digital 1920 140 MB ALCATEL
Kustia - Bogra – Atwari Analog 960 FUJITSU
Khulna - Barisal – Digital 480 34 MB JRC
Patuakhali

A new Optical Fiber transmission route (STM-16) between Dhaka and

Chittagong is under installation, which is due to be completed within
February 2001.

Trunk Automatic Exchange (Tax)

There are 8 Trunk Automatic Exchanges (TAXs) at different locations of
the country. The total equipped capacity is 31,884 circuits. The detail
of these Exchanges are as described in Table V.
Present Status of TAXs
TAX Manufacturer Capacity Working Circuits
Dhaka NEC 9361 6416

Dhaka ALCATEL 6000 5200

Report on Warid Telecom

Page 15 of 46
Chittagong NEC 1603 1057
Chittagong ALCATEL 3000 2937
Khulna NEC 2509 1333
Khulna ALCATEL 3000 1969
Bogra NEC 1911 1341
Rajshahi ALCATEL 3000 773
Sylhet ALCATEL 1500 904

Overseas Communication Services

There are four satellite earth stations with three international Gate
Way Exchanges through which international telecommunication service
is provided in Bangladesh.

International Trunk Exchange (Itx)

An automatic digital ITX, with working capacity (as on 05.07.99) of
1,049 trunk circuits of which 301 are International & 748 Domestic
Circuits, installed in Dhaka in 1983. The second & third ITX were
commissioned in 1995 in Dhaka. At present, the working capacity of
the second ITX is 3,047 out of which 1,337 are international & 1,710
domestic circuits and that of third one is 840 out of which 420 are
international & 420 domestic circuits. So the total number of working
international circuit is 3,936. Operator assisted overseas trunk calls are
provided by these exchanges. International direct dialing is also
provided to the subscribers through digital exchanges, installed in
different places of Bangladesh. There are also remote operator
assisted terminals at four other locations in the country.

Satellite Communication Facilities In Bangladesh

Ground Satellite Station ( Connecting to 181 Countries )
Bangladesh has four satellite earth station. One standard 'A' type
station is situated at South-Eastern part of the country, one 'B' type
earth station is situated 33 miles away from capital city Dhaka. The
third one, a digital standard 'A' station has been set up at Mohakhali in
Dhaka, the fourth earth station has been installed at Sylhet by British
Telecom.

Description of Satellite Earth Stations

Earth Standar Position Carrier Voice VFT Data Total
Station d
Betbuni A 60° E FDM, IDR 342 2 3 347
a
Talibab B 60° E IDR, SCPC 396 3 0 399
ad
Mohakh A 66° E IDR 1249 6 12 1267
ali

Report on Warid Telecom

Page 16 of 46
Sylhet F 63° E IDR 120 0 0 120

Private Sector Telecom In Bangladesh

Public & Private Telecom Operator ( Profile )
Operator Functionality
Public Sector Telecom
1 Bangladesh Telegraph & Telecom Carrier , Basic
Telephone Board (BTTB) Telephony service, ISP &
other value added services
Private Sector Telecom
1 Pacific Bangladesh Telecom Ltd Cellular Service
(PBTL) (Amps &CDMA-800)
2 Grameen Phone Limited Cellular Service (GSM-900)
3 Sheba Telecom (pvt) Ltd Rural Telecom , Cellular
(GSM-900)
4 Bangladesh Rural Telecom Rural Telecom Service
Authority (BRTA)
5 TM International Bangladesh Ltd Cellular Service (GSM-900)
(AKTEL)
6 Bangladesh Telecom (pvt) Ltd Paging, Trunking & Riverine
(BTL) Telecom
7 SITA Lease Line Data Service
Source : BTTB December 1999

Private Sector Telecom (Network)

Name of Project Country Company Project Status
Installation of Japan License Granted
200,000 Implementation
Personal work started
Handy Phone
(PHS) System
in Dhaka City
Build owned & USA World Tell Evaluation
Operate 300k Completed –
Digital Under MOPT.
Telephone in Not under BTTB
Dhaka Multi
Exchange area
Introduction International Iridium Iridium LLC is
of GMPCS given
Service Temporary

Report on Warid Telecom

Page 17 of 46
(Satellite license for test
Telephone) in & evaluation
Bangladesh

Source : BTTB , December 1999

Existing Licensing & tariff arrangement with Private sector

Private Telecom Type of Service Syste Revenue Sharing
Service Provider m
Bangladesh Basic Telephone Local Senders keep all.
Rural Telecom Service in Rural Senders keep all
Authority Areas NWD Incoming- BTTB70% BRTA
(BRTA) & & or (Sheba ) 30%
Sheba Outgoing – Equal
Telecom Ltd ISD distribution between both
parties after payment of
dues to foreign
administrator
Pacific Cellular Local Incoming – PBTL keeps all
Bangladesh Outgoing – PBTL pays
Telecom Ltd BTTB full call fees and
(PBTL) NWD keeps the balance
ISD Incoming : PBTL doesn’t
receive any portion of
Payments received from
foreign administrator
Outgoing : PBTL pays
BTTB full call fee and
keeps the balance
Grameen Cellular Same arrangements as
Phone with PBTL except
Grameen get 10% of
outgoing after settlement
of TAR
Source BTTB

Mobile Market in Bangladesh

Mobile phone users in Bangladesh jumped 118 per cent to well above
quarter a million last year. It gave the mobile market the one-third size
of fixed telephone network of Bangladesh Telegraph & Telephone
Board (BTTB). Technology-wise, CDMA grew 112 per cent and GSM
grew 155 per cent in the year 2000.

Report on Warid Telecom

Page 18 of 46
Continuously widening "Access Divide" in the mobile market has,
however, been diminishing this success story. Mobile subscribers
capable of calling to BTTB’s network grew only 15 per cent while the
subscribers without such access recorded 359 per cent growth.

Altogether 160,000 customers of GrameenPhone have been isolated

from the 616,000 fixed telephone users of the BTTB. Remaining 19,000
"mobile only" users of PBTL, TMIB and Sheba can only receive calls
from BTTB’s network. Therefore, 64 per cent of the country’s total
mobile users are barred from calling the mainstream telecom network.
The mobile operators’ investment plan to expand BTTB’s infrastructure
is yet to be approved by the government. The operators’ submission
for reducing the region’s highest tariff (65 per cent) on importing
handsets is long pending with the National Board of Revenue (NBR).
Ignoring such adversities, GrameenPhone has been consistently
maintaining its dominance with 192,000 customers. Achieving 220 per
cent growth by the year-end has outstripped GrameenPhone’s own
prediction of 125 per cent growth in 2000. The operator prefers
remaining conservative by sticking to 125 per cent growth projection in
this year as well. ( Source – Financial Express )

BANGLADESH MOBILE MARKET IN 2000

Operat Brand Networ With Without Total Total Growth
or k BTTB BTTB in in in
2000 1999 2000
PBTL City AMPS 5,500 0 5,500 18,400 -70%
Cell
PBTL City CDMA 14,200 13,300 27,500 13,000 112%
Cell
Grame Grame GSM 32,000 *160,0 192,00 60,050 220%
en en 00 0
Phone Phone
TMIB Aktel GSM 34,300 1,700 36,000 25,274 43%
Sheba Sheba GSM 16,000 4,000 20,000 11,939 68%
World
Total 102,00 179,00 283,00 130,66 118%
0 0 0 2
Source :www.emc-database.com
*Including 49,000 Prepaid ( 600 Percent Annual Growth )

Private Telecom Service Subscription & growth

Company System in use Subscriber % %
end April , Percentage Percentage
00 Growth Penetration

Report on Warid Telecom

Page 19 of 46
 from end of
April , 000 Population
Banglades GSM/AMPS/CDM 212,200 72.6 % 0.12 %
h A
Grameen GSM –900 140,000 134.0 %
Phone (Oct-00)
Pacific AMPS 14,500 - 34.1 %
Banglades
h Telecom
Ltd (PBTL)
Pacific CDMA 17,500 721.6 %
Banglades
h Telecom
Ltd (PBTL)
Sheba GSM-900 12,400 24.0 %
Telecom
(Pvt)Ltd
TM GSM-900 27,800 32.4 %
Internatio
nal
AK TEL
Source : Mobile Communication International ( Grameen Phone )

South Asia -Cellular Tariff in USD

Country Peak Hour Rate Off Peak Hour
(per /Min) Rate (per /Min)
Bangladesh 0.08 0.06
India 0.15 0.14
Pakistan 0.11 0.07
Sri Lanka 0.14 0.06
Nepal No data available
Source : ITU – world Telecommunication development Report 1999
(Grameen Phone)

Waiting List for Fixed Line Telephone ( South Asia )

Country (k) 1995 (k) 1998 (k) Total Satisfied
Demand Demand (%)
1998
Banglades 154.0 144.9 522.9 72.3
h
India 2,277.0 2,705.7 24,299.4 88.0
Nepal 163.5 215.3 409.3 47.4
Pakistan 209.5 298.0 3,055.0 90.2

Report on Warid Telecom

Page 20 of 46
Sri Lanka 227.2 283.8 807.3 64.8

Start up cost of subscription for fixed line ( South Asia )

Country Start up cost ( Year -1999) in USD
$
Bangladesh 392
India 22
Pakistan 92
Nepal 35
Sri Lanka 220
Source Grameen Phone

Private Sector ( International ) participation in BTTB Telecom

Projects
Company Project Status
Alcatel (France ) Switching( 150,000 Completed
Digital Line )
Microwave Link
Dhaka- Chittagong
fiber Optic link
NEC (Japan ) Switching / Mohakali Completed
& Bedbonia Ground
Satellite
Italtel (Italy ) Switching / Microwave In progress
Link
CMEC (China ) Switching ( 216,000 In progress
digital line )
Mitsui /Marubani Digital Cable Layout In progress
( Japan ) /Transmission /Radio
Link
TRT ( France ) Micro Wave Link In progress
Erickson /Mitsui Switching ( 150,000 In Progress
(Sweden /Japan ) Digital line )
Sumitomo/NEC Switching (100,000) On going
(Japan ) Digital Line )
Northern Telecom Transmission /Radio In progress
(Turkey) link /Microwave
Telecommunication Transmission /Radio On going
Consulting Ltd link /Microwave
(India )
Nippon Telecom Greater Dhaka Expected date of
Consulting ( NTC) / Telecommunication completion June 2001

Report on Warid Telecom

Page 21 of 46
Mitsui Network/Switching
(Japan ) (138,500 Digital Line )
Tyco Submarine Undersea submarine Final Negotiation
Systems Ltd cable Link from Citibank is financing
Chittagong this US$145 million
project, Expected
completion date Sept ,
2001
WorldTel USA 300,000 land based Final Negotiation with
telephones directly with Ministry
Build own & Operate of Post &
( BOO) Telecommunication
Ericsson (Sweden) Mobile Internet Final Negotiation
service Expected to be in
operation by early
2001
BTTB, SingTel (joint Internet telephony MOU Signed
venture) Set up an Internet
Exchange in
Bangladesh

CHAPTER -1

Corporate Profile

Report on Warid Telecom

Page 22 of 46
ITEM NEEDED

Name of the Company : Warid Telecom International LLC

Chairman & Director H.H. Sheikh Nahayan Mabarak Al
Nahayan
Director H.E. Saif Bin Mohammad Bin Butti Hamid
Al Hamed
Director H.E. Ali Mohamed Al Sorafa Al Hammadi
Director Mr. Butti Saeed Mohamed Al Ghandi
Director Mr. Bashir Ahmed Tahir
Director Mr. Matthew William Hollis
Chief Executive Officer & Mr. Muneer Farooqui
Director
Chairman & Director H.H. Sheikh Nahayan Mabarak Al
Nahayan
Director H.E. Saif Bin Mohammad Bin Butti Hamid
Al Hamed
Company Security :
Legal Status : Public Limited Company
Date of Incorporation :
Registered Office :
Line of Business : Telecom Service
Authorized Capital :
No of customer service
centers :
Phone :01678600786,+88(02)8951786
Help line) :786(only from warid
G.P.O.Box :3016
E-mail :
Website : WWW.WARIDTEL.COM.BD

Warid Telecom takes pride in being backed by the Abu Dhabi

Group, one of the largest groups in the Middle East and in Pakistan.

Report on Warid Telecom

Page 23 of 46
Warid Telecom is currently operational in Bangladesh and Pakistan,
while it is also setting pace to initiate its operation in Uganda & Congo.
Within the markets Warid is already operating, it has quickly developed
a large customer base and established itself as one of the leaders of
telecom service sector.
In Bangladesh, Warid Telecom commenced its operations under a
landmark MOU agreed upon by the Dhabi Group and the Government
of Bangladesh worth USD 1 billion, out of which USD 750 million was
exclusively committed for investment in the telecommunication sector
of the country. Succeeding the MOU signing, the BTRC license for
telecom service provision was issued to Warid Telecom, followed by
the signing of interconnectivity agreement with all the existing telecom
companies of Bangladesh.

In May 10th, 2007, Warid Telecom launched its commercial operations

in Bangladesh with a network encompassing 26 districts.
Based on the NGN (Next-Generation) network, Warid Telecom's
operational activities in Bangladesh aim to achieve a new and modern
corporate identity, which is congruent with the dynamic changes
taking place in the telecom industry today. With a reflection of a new
strategy, our aim is to be perceived not only as a telecommunication
operator of voice services, but also as a universal provider of
comprehensive communications services for both residential and
business customers.
The subscriber base of over 2 million users in there first year of
operation alone serves as a testament to Warid telecom's customer-
driven business mandate. These achievements have only been
possible due to Warid's uncompromising commitment to provide
maximum network coverage and clear connectivity at the most
affordable price.
Bangladesh a step closer to seamless mobility as Warid Telecom
International LLC commits to providing cost-effective voice and data
services across the country by end-2006 .
Motorola, Inc.(NYSE:MOT) announced that it has been chosen by Warid
Telecom International LLC, a full service telecom provider for
Bangladesh, to deploy a new 2.5G GSM network in the country.
Expected to be commercially deployed by the end of 2006, the
network will provide region-wide coverage in the Northeastern region.
Eventually Warid Telecom’s entire network will support voice and data
services for up to five million new customers in Bangladesh.

Report on Warid Telecom

Page 24 of 46
Warid Telecom is fully committed to establishing itself as a leading
provider of wireless services in Bangladesh. Bashir A. Tahir, CEO for
Warid Telecom International LLC said, “Mobile communications is an
empowering tool to transform individuals and businesses. We are
pleased to be playing a part in the growing telecommunications sector
in Bangladesh, and we are fully committed to building a world class
mobile communications infrastructure in the country to deliver
affordable voice and data services to all major cities and towns in 2006
.”

Vision Of Warid

Warid Telecom's vision is "To be the leading national communication

provider with a strong international presence."

Warid Telecom's brand values include:

Quality - We want to make a difference to people's lives. Our

optimism is contagious. We are passionate about what we do and we
have confidence in ourselves.
Simplicity - For us, clarity comes through simplicity. We recognize
that we are people communicating with other people. We are always
direct and easy to understand.
Innovation - We constantly look to do things differently and in a
better way. We give color to all that we do. We are ready to push the
boundaries and take risks.
Honesty - We are always open and honest. We say what we do and we
do what we say.
Friendliness - We enjoy working and succeeding together by building
close relationships. While we have a sense of purpose, we also have a
sense of humor. We consider the needs both of our customers and of
each other.

Warid Telecom's aim is to be perceived not only as a

telecommunication operator of voice services, but also as a universal
provider of comprehensive communications services for both

Report on Warid Telecom

Page 25 of 46
residential and business customers. We strive to provide optimum level
of support and care through our highly skilled and motivated team of
professionals and through maximum network coverage and
connectivity.

Missions Of Warid

“To serve the people with best connectivity through most excellent
network at a lower rate”.

Customer Service of Warid Telecom in Bangladesh

Warid Telecom is a leading Mobile Network n service provider. Here is

some basic point we described in the report.

• Business overview
• Product & Services
• Sim Services
• Tariff plan
• Current offers Warid
• Special offers for customers
• Key strengths

A. Business overview :

• Business centers
• Franchises
• Affinity partners
• Corporate

Report on Warid Telecom

Page 26 of 46
 A1. Business centers:

There have many business centers in different places.

Name of divisions No of centers

Dhaka 5
Chittagong 1
Sylhet 1
Khulna 1
Bogra 1
Rajshahi 1
Cox’s Bazar 1
Rangamati 1
Khagrachori 1
Bandorbon 1

A2. Franchises centers:

There have also many franchises centers in different places.

Name of divisions Name of centers

Dhaka Dhaka
Chittagong Chittagong , Comilla
Rajshahi Bogra
Sylhet Sylhet
Khulna Khulna

There have 124 centers under 5 divisions.

A3. Affinity partners :

Warid believes in united effort. Warid’s affinity program

executes partnership programs for leading companies. Our unique

Report on Warid Telecom

Page 27 of 46
approach enables our clients to effectively drive sales,improve relation
and enhance brand awareness.
Currently, Warid has the following affinity partners in Bangladesh
Market.

• Electra Telecom Bangladesh Limited

• Siemens Bangladesh Limited .

A4. Corporate :

Warid provides customer with top-of-the-line corporate solutions to

ensure that all our business needs are properly catered for. Backed by
the NGN (Next Generation Network) technology & a comprehensive
range of value-added services, we are committed to bring you
unparalleled connectivity supported by customized solutions.

B. Product & Services :

• Basic services
• Sim genie menu
• Data services
• Enhanced services
• Funloads
• Product related services
• FNF (Friends & family )

B1. Basic services :

To better manage customer calls, Warid provides customer

with Basic services which are immediately available for use as soon as
customer start using Warid connection.

The basic services are as follows:

• Caller Line Identification

• Call Waiting / Call Holding
• Conference Call
• Call Divert

Report on Warid Telecom

Page 28 of 46
 To get further details on each of the basic services, please
choose and click from the given list provided on the left side of this
page.

B2. SIM Genie menu :

The SIM Genie menu is a detailed menu that customer will

find in customer’s hadset’s menu options as soon as customers switch
on Warid phone. These menus give customer direct and easy access to
contents and VAS, through a few simple clicks of customer keypad.

To help customer avail many exciting contents and Value

Added Services (VAS) in the most user-friendly way, Warid offers
customer the SIM Genie menu –the next generation SIM Tool Kit (STK) .

B3. Data Services :

B4. Enhanced Services :

To make customers communication more convenient, personal
and fun, Warid offers a bundle of enhanced services:
• Use Voice SMS service to send a greeting in our own voice to
our loved ones to surprise them
• With Warid Caller Tunes, we can play music for our caller
while they are waiting for our to pick up our phone!
• Never miss out on a call again- subscribe to Warid Missed Call
Alert service to be notified of all our missed calls via SMS
whenever we can’t be reached.
• Activate our voicemail service so that our callers can leave
recorded messages for customers when we’re not there to
answer the phone .

B5. Funloads :
Get the latest ring tones and jazz up our handset. Or, download a
recipe and make something delicious for that special someone.
Download a greeting and send to our friends, family or loved ones and
show them how we feel. There are many more contents that we can
download and share from the Warid Funloads section.

Report on Warid Telecom

Page 29 of 46
Funloads are available for our in the SIM Genie Menu in our handset.
We can be found in four funload sections-
• Info Zone
• Entertainment
• Messaging
• My Stuff
The choices of funloads in each menu are as follows-

Info Zone : Sports, new , finance, religion, weather, dictionary,

time check.
Entertainment : Logos & Icons, jokes, ring tones, music &
movies, quotes, horoscope, games, recipe .
Messaging : Greetings .
My Stuff : Alerts .

B6. Product Related Services :

To enable us to maintain our postpaid and prepaid accounts

more conveniently, Warid gives customer product related services, to
ensure that we can easily charge up our account with our desired
amount of airtime, so that we never fall out of the communication
loop .

Scratch Cards :
Warid scratch cards are widely available and can be purchased from
any one of our authorized dealers, outlets, franchises and Customer
Service Centers. Available in 6 different denominations, these scratch
cards can be used by both ZEM users to refill their prepaid accounts
and ZAHI users to pay their postpaid bills!

Ezee Load and Ezee Charge :

Ezee Load is a service for prepaid users that customer can use to
purchase any amount of airtime to refill their accounts. Ezee Charge is
a service for postpaid users which customer can use to pay their
postpaid bills without having to go to banks.

B7. Friends and Family :

Warid gives us more with Friends and Family facility at amazing

rates designed to suit our lifestyle .
Some fnf options in the SIM Genie menu :
The fnf menu inside customer SIM Genie also allows customer to
Delete, Replace and view there List of fnf Numbers, through a few
simple clicks of there keypad .

Report on Warid Telecom

Page 30 of 46
 •To delete an fnf number, select "Delete a Number" and then
enter the mobile number.
• To replace an fnf number, select "Replace a Number" and
then enter the mobile number.
• To view all your fnf numbers, select "List fnf Numbers".
C. Sim Services :

• Zahi postpaid
• Zem prepaid
• Corporate offerings
• Tariff plan

C1. Zahi postpaid :

Zahi is postpaid offering, with revolutionary features that will suit

both customer corporate and personal lifestyle and ensure that
customer always have that all important edge in everything customer
does.

Making & Receiving Calls :

With Zahi postpaid package plan, customer can make :

 All local calls (land line or any mobile)

 All long distance calls nationwide (land line or any mobile)

C2. Zem prepaid :

Zem is prepaid offering, a convenient and affordable package with a

variety of Value added services to ensure that customer
communication is fun, exciting and colorful.

C3. Corporate Offerings :

Warid provides you with top-of-the-line corporate solutions to ensure
that all your business needs are properly catered for.
Backed by the NGN (Next Generation Network) technology & a
comprehensive range of value-added services, we are committed to
bring you unparalleled connectivity supported by customized solutions.

There have some corporate offerings ,which are given below :

• Office solutions
• Voice solution
• Corporate VAS

Report on Warid Telecom

Page 31 of 46
 • CRM services

C3.1. Office Solutions :

Warid’s Office Solutions bring a comprehensive suite of data

technologies for customer to enjoy high-speed data services on Warid
mobile.

 Wireless Internet
 Warid Data Card
 Email Soluation

C3.1.1. Wireless Internet (GPRS/EDGE) :

Wireless internet brings the world of web to our hands, by enabling we
can access internet, WAP and MMS by using customer Warid
connection. Backed by Warid EDGE network in all metro cities,
customer can now stay truly mobile with his/her phone or notebook.
Wireless Internet is available under two package plans .
1. Pay-as-you-go:
Option 1 is a pay-as-customer-go package where billing
occurs based on total kilobytes used within a billing period
1. Unlimited
Option 2 is an unlimited package, which allows customer to
Warid GPRS/EDGE services as much as customer want, but still
pay the same amount at the end of each month.
C3.1.2. Warid Data Card :
Warid Data Card is a bundle package offer, which contains a
postpaid dedicated SIM for internet services & a highly
configured EDGE card - Sony Ericsson GC86 EDGE/GPRS PC card.

C3.1.3. Email Solutions :

To ensure that customer’s business can be carried out smoothly &
effectively, he can now send and receive emails from Warid phone
whenever he can on the move.
They have two email solutions as follows:
• Push Email through Windows mobile
• Instant Email
Push Email through Windows mobile :
Windows Mobile extends the familiar Windows and Office
experience to
mobile devices, by connecting us to the wireless world of the internet
by using your choice of Windows Mobile-based devices such as
Smartphone and Pocket PC Phones.

Report on Warid Telecom

Page 32 of 46
The Windows Mobile platform is compatible with Microsoft Outlook
Mobile and familiar Microsoft Office Mobile software used in offices. By
aligning your mobile device with our office application,we will be able
to access our Microsoft email account from our PDA.

Instant email :
Warid also offers customer the unique option of sending &
receiving emails in our phone, regardless of the type of handset you
carry. Simply go to the Warid menu in our phone and click on
“Messaging”. Select “Mobile email”, enter we desired email address,
type our message (highest size of the message and e-mail address
together can be 160 characters) and press send. Here our Warid
number will be our email address Customer can send mail using Warid
menu at any time but to receive our emails we need to activate our
inbox with Warid. For further details, contact our KAM.

C3.2. Voice Solutions :

In today’s dynamic business market, every business needs the right
information at the right time to succeed. With our corporate voice
solutions, your business will be able to experience customized voice
services, backed up by the next-generation network.
Voice soluations services are given below :
• Customimized voice solutions
• Closed User Groups
• Fnf
• Call Management Services
• Call Conferencing
• Voice Mail
• Missed Call Alert
• Call Divert/ Call Forward
• Call Waiting
• Call Holding
C3.2.1. Customized voice solutions :
Warid corporate voice solutions can be customized to suit the needs of
small, medium and large enterprises, so that they can succeed in the
business world.
A range of voice options are available for you to choose from, both with
& without line rent, and with minimum commitment & maximum
flexibility.
C3.2.2. Closed User Groups :
Take advantage of Warid Closed User Groups (CUG) feature. Enjoy
lower call rates when we talk within our defined company connections,
and make our business talks more affordable.
C3.2.3. Fnf :

Report on Warid Telecom

Page 33 of 46
Enjoy upto 20 fnf numbers on warid postpaid connection & experience
reduced call & rates 24 hours a day.
C3.2.4. Call Management Services :

C3.2.5. Call Conferencing :

With Warid call conferencing, we can teleconference with 5 people
simultaneously.We can also have the liberty of setting up a conference
even when the other five individuals are using non-Warid connections,
making it ideal for organizing events or discussing business.
C3.2.6. Voice Mail :
With Warid voice mail we will never have to worry about missing a
call. Activate our voicemail service so that Warid’scallers can leave
messages for customer when they are busy in a meeting or travelling
abroad..
C3.2.7. Missed Call Alert:
With Missed Call Alerts, customer can rest easy knowing that they'll
always be able to find out who called when he was out of coverage or
his phone was out of charge or switched off . Subscribe to Warid’s
Missed Call Alerts service to get notified of all our missed calls via SMS
whenever customer cannot be reached.
C3.2.8. Call Divert / Call forward:
In case customer are busy in a meeting, or traveling outside of
national coverage, divert our calls to another number, where we can
be left messages
C3.2.9. Call Waiting:
Customer can receive and hold an incoming call when we are already
talking to another person and the caller at the same time is notified
that we are busy on another call. We have the option to receive the
new call by putting the first call on hold or rejecting it.
C3.2.10. Call Holding:
Handle more than one call at a time, with Call hold.We have the option
to make a new call by putting the first call on hold, or switch between
two calls, if we are already connected to a call.
C3.3. Corporate Value Added Services :
Warid voice and data services are further backed by a comprehensive
range of value added services to enhance our communication
experience.
C3.4. CRM services (Exclusive Customer Service) :
Warid Customer Relationship Management system has been designed
to ensure that our queries are answered and problems are taken care
as quickly and efficiently as possible
• Dedicated Key Account Managers
• E-Portal
• Subscription for bills to be received via email
• Priority service at customer care points

Report on Warid Telecom

Page 34 of 46
 • Payment of Bills
• Payment points
Dedicated Key Account Managers :
Warid know that each business has its individualized needs. There
kams are exclusively assigned to each account to provide dedicated
customer service
E Portal :
The Warid website- www.waridtel.com.bd- offers a state-of-the art e-
portal facility so that we can manage our account on-line, from the
comforts of our office or home. These e-services include :
• On-line billing information
• Self-Service of VAS such as Caller Tunes

Subscription for bills to be received via email :

Be it bill information through hardcopy or e-mail, warid provide
customer anyway customer want. All customer have to do is, simply
contact to our dedicated Key Account Manager (KAM) and ask for it.
Priority service at customer care points :
At our 4th generation multimedia contact centers, treatment of
corporate clients are prioritized. Our calls, faxes, and emails are always
attended real-time and treated on priority basis.
Payment of Bills :
Warid has made bill payment as convenient as possible by creating a
multi-faceted bill collection system. Any of the following mechanisms
can be used to clear your bills :
• Payment through Cash or Cheque at our Business Centers &
franchises
• Payment via Ezee load
• Bill payment via Scratch card
• Auto debit mechanism from Bank (Incase of IR and Individual
Bill),.
Payment points :
Cash payments to clear postpaid dues can be made at :
• Business Centers
• Franchises
• Prime Bank Limited
• Eastern Bank Limited
• Dutch Bangla Bank Limited
• Bank Alfalah
C4. Tariff plan :
 Prepaid
 Postpaid
C4.1. Prepaid :

Zem Tariff Plan :

Report on Warid Telecom

Page 35 of 46
 Zem 24 hours (startup)
Zem Fun
 Zem 1 second
 Zem fnf
These have many packages for customers.These are :
• Voice Calls Per Minute
• SMS

C4.2. Postpaid :

Zahi Tariff Plan :

> Zahi Classic
> Zahi Supreme
> Zahi Royal
These have many packages for customers.These are :
• Connection price (tk)
• Monthly fee (tk)
• Free monthly benefits ,etc.

Zahi Tariff :
• Voice Calls (in tk/per minute)
• SMS (tk/per SMS)

D.Current offers for customers

• Warid offers bonus talk-time of Tk 60 and 600 SMS for inactive
users
• Warid starts news service with 3 TV channels
• Get Prothom Alo news on Warid phone
• Warid to launch 24-hour healthcare service soon
• Warid offers 20% bonus on recharge
• Warid offers 20% bonus talk-time on first recharge
Standard Charges (All charges are exclusive of 15% VAT).
• Internet browsing Tk 0.02 / KB
• WAP Tk 0.02 / KB
• MMS outgoing (Warid to Warid) Tk 5.00 / MMS
• MMS incoming (Warid to Warid) free of cost
Currently available data services are :
• Surf Now :
o Internet
o WAP
o MMS
To seamlessly carry customer words across boundaries, Warid offers us
International Roaming Services as :
• Globe Roam

Report on Warid Telecom

Page 36 of 46
 • IR SMS
E. Special offers for customers
Warid arranges many special offers of “Special Day” for customers .
Like :
> New Year Special offers for Bangle & English year
> 21 February,26 March,16 December,etc .
> Bonus for inactive users
> Etc .
These offers have many types . These are followes :
Operator logo , picture message , color wallpaper , mono
tone , true tones, poly tones (caller tuens : in hindi , bangle ,English )

Bonus for inactive users :

Warid Telecom has come up with a special offer of bonus talk-time and
SMS for its Zem prepaid subscribers who remained inactive since
August this year. Under the offer, Warid prepaid subscribers who
activated their connections before July 31 but remained inactive since
August could enjoy the bonus talk-time worth Tk 60 and 600 SMS over
next three months if they reactivate their connections by recharging
any amount through scratch cards on eazzy loads . Warid Telecom
announced the offer for its inactive subscribers from November 22 and
it will remain valid till January 31. After recharging the account during
the campaign period, the customer will automatically get the bonus on
the first week of the following month.
The subscribers could use the bonus talk time for making calls to other
mobile operators while the SMS could be sent to Warid subscribers
only.
Apart from the latest offer, all prepaid subscribers can also enjoy a 20
per cent bonus talk-time for every recharge through scratch cards.
Warid Telecom authorities hoped the new offer will encourage their
valued subscribers to recharge their accounts for enjoying the bonus
talk-time and SMS. Warid Telecom is committed to providing maximum
benefit to its valued customer.
Warid Telecom, a subsidiary of UAE-based Abu Dhabi Group, launched
its commercial operation in Bangladesh in May 10, 2007 as the sixth
the mobile phone operator. Within one year, the company spread its
network to all the 64 districts.
F. KEY STRENGTS
Warid has some key strengts for there customers . These are as follows
:

• The Network
• Research & Development
• Place at the technological frontier
• Exclusive Customer Care

Report on Warid Telecom

Page 37 of 46
 • Best Practices
• Innovation

The Network :
At the corner stone of Warid Telecom’s operational agenda is ensuring
that comprehensive network coverage is provided to all subscribers
across all locations. In this context, Warid Telecom has decided to opt
for GSM (Global System for Mobile Communication) technology for its
network in Bangladesh, as it is the global standard for digital cellular
telephone service. GSM networks support enhanced data applications
and more than 1 billion customers in 109 countries are using this
technology. Warid Telecom would be launching its cellular services
based on 900 and 1800 GSM technology, in order to optimize the
utilization of frequency, thus ensuring the highest quality and service.
Warid Telecom’s GSM network is set to cover 61 districts of
Bangladesh to ensure that our service can seamlessly reach out to
every corner of the country. We are also in the process of fast
expanding our nationwide network to cover all thanas by the end of
2007.
Warid is partners with some of the leading vendors in the telecom
industry who help in providing the best and the latest network
solutions for there businesses. These vendors include cellular giants
Ericsson, Nortel, Siemens, Cisco and Huawei .
Research & Development :

Warid have made no compromise on investments required for research

and development. With a projected capital expenditure of over US
$700 million, Warid Telecom had set up to provide a premium quality
GSM service, which reached out to most parts of Bangladesh by the
end of 2007.

Place at the technological frontier :

Warid has pioneered in key technologies which include the following :

• Custom-made network for Bangladesh’s environment
• Congestion-free connectivity in all coverage areas
• Roll out plan for complete national populated coverage by 200X
• Future professional network (GPRS compatible and 3G upgraded
with soft switch and media gateway architecture)
• State of the art IP based contact center and leading data center

Exclusive Customer Care :

Report on Warid Telecom

Page 38 of 46
Warid mandate for doing businesses by keeping customers at the
forefront is reflected in warid 'one stop' concept for all our telecom
requirements. Warid have the maximum number of Sales and
Customer Service Centers countrywide, equipped with cutting edge
technologies to ensure that customer needs and demands are catered
for in the shortest possible time. Our highly trained and well-groomed
team of Customer Service Executives is on hand 24 hours to provide us
support in any area- all to make sure that our communication
experience with use is facilitated in the smoothest way possible .
Best Practices :
Warid believe in a process driven setup with comprehensive business
processes covering all our activities. All business processes are ETOM
compliant as per accredited international standards.

Innovation :

Warid is committed to providing superior level of professional

services to all its customers - before, during and after the
deployment of our leading solutions. To accommodate our
customer's demands, they have deployed a state-of-the-art 2.5G
EDGE compliant network. There are also innovative services of
various standards that cater to a wide spectrum of users .

Report on Warid Telecom

Page 39 of 46
Comparison with other telecom companies

In Bangladesh many Privet Companies like GrammenPhone, Aktel,

Citycell, and Banglalink are running their operation. The companies
provide similar Service to the Customer of Warid Telecoms are

 Grameen Phone

 Aktel

 Banglalink

 Teletalk

 Citycell etc.

 From this pie chart we get Warid as a new operator has a better
market like others.

Report on Warid Telecom

Page 40 of 46
 

Market Position

High
GP
Warid
Aktel

CallRate
High Low

Low

Features

Report on Warid Telecom

Page 41 of 46
 CHAPTER -2

REPORT FINDINGS

4.1 Findings and Analysis

Since the importers establishment the importers are importing high
quality paint for its target consumers. By its assistance, they are now
importing a very high quality 2k based color and related products. But
now due to open market economy and medium entry barrier various
foreign and local companies are now entering. As a result the
competition is heating up. Foreign brands like Kansai, Debeer and local
companies like al-karim, Moon Star are now playing a major role in this
industry. Some of them are continuously concentrating on
Advertisement and maximum of them are concentrating on retaining
the dealers and so on. In the questionnaire survey there where several
questions regarding my research topic and the most important one are
included in these chapter. The major findings of the research are
shown below and described subsequently about the product
information.

Findings 1: The most better Brand in the market and their

market size.
Findings 2: Detail information about dealers and .
Findings 3: The full process of GSM service.
Findings 4: What the consumers want, “International” or
“Local” , Branded paint.
Findings 5: The detail information of customers.
Findings 6: Which type of connection sold most i.e. “Zem” or
Zahi”.
Findings 7: For how long the dealers want payment outstanding
facility.

Report on Warid Telecom

Page 42 of 46
 Findings 8: Companies, which service contains the best Quality?
Findings 9: Factors to be successful in this telecommunication
sectore.
Findings 10: Importers which gives Payment Outstanding facility
to the dealers on the other hand importers which doesn’t give
payment outstanding facility to the dealers.

SUMMARY

Report on Warid Telecom

Page 43 of 46
CONCLUSION

We hope, this telecom company will go ahead with its mission and
will play very significant role towards telecom communication in our
country.

Report on Warid Telecom

Page 44 of 46
RECOMMENDATION

• Discuss the Marketing strategies periodically through periodic

meetings between the distributor’s managers and top
management.
• To be competitive, warid should establish more flexible
reward system for distributors; like as Grameen phone and
Aktel applies to motivate them.
• Have to be more innovative in their pricing strategies.
• Have to upgrade efficiency level.
• Acquire State-of- the art technology for better network.

Report on Warid Telecom

Page 45 of 46
 Reference

1. Business Communication
Prof. Muhammad Mohiuddin
2nd Edition : April 2007
Published by :Bijoy Roy
65 Pyari Das Road,Dhaka-1100
Phone : 7120059
2. WWW.WARIDTEL.COM.BD
3. Business overview -
4. Product & service –
5. Sim services –
6. Current offers for customer –
7. Offers bonus for inactive users – The New Nation ( November 27,
2008)
8. Key strengths –

Saiful Azam, Asst. Manager, Retail Sales

www.waridtel.com
www.waridtel.co.ug
www.waridtel.net
www.ntcpki.com
www.gelki.com/search
www.alexa.com_data
www.aboutus.org/WaridTel
www.groups.msn.com/WaridTel

Report on Warid Telecom

Page 46 of 46