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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
A WORKING REPORT ON THE CUSTOMER SERVICE DEPARTMENT OF GRAMEENPHONE LIMITED By Md. 2010 ______________________________________ Farzana Chowdhury Lecturer. Management School of Business . Ashek Uddaula Siddiqui ID: 0620364 Has been approved December 05.
The report has been compliant as per your requirement and those set by the organization. Management School of Business Independent University. Bangladesh Letter of Transmittal December 05. I have prepared this report as part of my internship program. Ashek Uddaula Siddiqui . Dear Madam: Please find herewith my internship report titled “WORKING REPORT ON THE CUSTOMER SERVICE DEPARTMENT OF GRAMEENPHONE LIMITED”. 2010 Farzana Chowdhury Lecturer. I ardently hope that this paper will live up to your expectation and you will appreciate my efforts.Independent University. With kind regards. Bangladesh Subject: Submission of internship report. 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. ___________________ Md.
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. complain and service request and also sorted out my task in a specific manner. To conclude the report I tried to express my experiences that were reflected by my academic career in the internship tenure. In most of the cases that are described in the report practiced the natures of individual customer query.ID: 0620364 Abstract I have selected Grameenphone Ltd. In the following report my day to day activities during my internship days in Grameenphone Contact center are described. During the internship in Grameenphone I was assigned in assortment of tasks. . I have tried to neatly sort all my activities separately to describe a clearer picture of my responsibilities assigned by my supervisor at Grameenphone.
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.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. Shafiqur Rahman for giving me the opportunity to perform my internship program under his supervision in the Business segment of the Customer Service Division. .
Products & Services of Grameenphone Ltd 2.2 The Services 3.2 Company Vision 1.5 The Shareholders of Grameenphone Ltd 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 .1 The Products 2.3 Assigned responsibilities 4.1 Customer Service Departments 3.1 Company Background 1.2 Contact Center 3.TABLE OF CONTENTS 1. Introduction 1.3 Company Mission 1. Division at Grameenphone Ltd 3.4 Company Values 1. Observations and Recommendations 4.
Figure No. 1: Grameenphone Organogram. 2: Contact Center Organogram .LIST OF FIGURES Figure no.
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. GPCF and STP to serve their client all over the country. is trying to establish a benchmark in terms of customer service in the mobile phone industry. There are more than 500 customer care touch points naming GPC. Grameenphone. . stated goal of Grameenphone is to provide affordable telephony to the entire population of Bangladesh. Health line. Airtime. With the slogan “Stay Close”.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. “We’re here to help” isn’t a slogan. a nonprofit sister concern of the internationally acclaimed microfinance organization and community development bank Grameen Bank. Telenor owns 62% and Grameen Telecom owns 38% share of GrameenPhone. Grameenphone was the first company to introduce GSM technology in Bangladesh. Introduction 1. though it has changed now. the market leader in the industry. it’s a way of life for all the stakeholders of Grameenphone. Due to the heavy competition in the market and low acquisition rate. Along with their core service. currently the company is focusing more to satisfy the existing customers.REPORT ON THE CUSTOMER SERVICE DEPARTMENT OF GRAMEENPHONE LIMITED 1 1.1 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). Grameen Phone is a joint venture company between Norwegian Telecom giant ‘Telenor’ and ‘Grameen Telecom. Bill Pay and many other value added services. Grameen Phone also offers high speed Internet.
2 per cent. KEEP PROMISES Everything we set out to do should work.4 Company Values MAKE IT EASY We are practical. helpful and friendly. customers and our country. BE INSPIRING We are creative. We are passionate about our business. If it does not. The rest of the shares belong . Everything we produce should be easy to understand and use.REPORT ON THE CUSTOMER SERVICE DEPARTMENT OF GRAMEENPHONE LIMITED 2 1. We want to be a partner in the development of our community. both internally and externally. We are respectful and professional in regard to all our interactions. 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. BE RESPECTFUL We acknowledge and respect the local culture. 1. with Grameen Telecom Corporation owning the remaining 34. making life and business easier”.3 Company Mission “We will lead the industry and exceed customer expectations by providing the best wireless services. We are open. in-depth experience in both telecommunications and development.actions not words.8 per cent of Grameenphone. not over promising . 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. We bring energy and imagination to our work. Telenor holds 55. we are there to put things right. 1. Because we never forget we are trying to make our customers' lives easier.5 The Shareholders of Grameenphone The shareholders of Grameenphone contribute their unique. We are about delivery.
GP World. SMS (short message service). It also offers internet modem along with an internet sim that may be pre-paid or post-paid. BlackBerry services. GP Public Phone. E – Bill. Village Phone and Xplore. Products & Services of Grameenphone Ltd. It offers products like Smile. Voice SMS. . Ekota. EDGE/GPRS. Study Line. It may be noted that GrameenPhone was the first mobile phone operator in the country to introduce value-added services like Voice Mail Service. Welcome Tunes. downloadable content and ring-back tone services. Business Solution. 2. SMS Push-Pull Services. Mobile Backup Service and Missed Call Alert. Text Mail Service and fax and data transmission services.REPORT ON THE CUSTOMER SERVICE DEPARTMENT OF GRAMEENPHONE LIMITED 3 to general retail and institutional investors. 2. in particular Internet access. It’s a close pal of many of us. People’s life is now much easier as they are getting services as per their necessities. Djuice. GrameenPhone also launched the Wireless Application Protocol (WAP). Call Block Service.2 The Services GrameenPhone also introduced a number of value-added services during the last 13 years. Cell E-mail. Dynamic Pricing. Telenor has played a pioneering role in development of cellular communications in Bangladesh. Music Radio. Web to SMS.1 The Products GrameenPhone mainly provides the telephony service to the customers. Voice Mail Service (VMS). 2. MMS. Cell phones are now something more than just a cell phone. Other services include International Roaming. But in the recent years GP’s is showing interest to capture the whole customer insight by offering them different type of products. BPO for GPPP.
At GrameenPhone the Managing Director is assisted by 9 Senior Executives who are heading different departments in the strategic decision making process.REPORT ON THE CUSTOMER SERVICE DEPARTMENT OF GRAMEENPHONE LIMITED 4 Figure no. has over 4800 employees working at different levels of organizational hierarchy. 1: Grameenphone Organogram 3.with the aim to meet organizational objectives. 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. The departmental names of GrameenPhone are given below: Corporate Affairs Division Customer Service Division Finance Division . Division at Grameenphone Ltd Grameenphone Ltd.
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. solution & complain regarding the SIM (Subscriber Identification Module) operation. On the other hand. Like other Telecom operator GrammenPhone has a special service for the people to call the hotline for after sales service. Their comments and requests are taken seriously and solved with high priority. Contact Center: There are two segments within the contact center. the first one is the Consumer segment and the other one is the Business segment. GrameenPhone customer service department has 5 major segments 1. on how different plans are to . Resource Management: This segment is known as RM.1 Customer Service Departments Customer service department is a part of commercial division. the Business segment generates more than 60% of the revenue for the company so.This is the department which assigns duty to all the employees of customer service division. GrameenPhone customer service Hot Line was the first 24-hour Contact Center in Bangladesh. From the birth of the department it tries to meet the demand of the near about 23 million subscribers regarding their queries & complains. 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. 2. Forecasting. The Consumer segment deals with all the queries and complains that come from all the subscribers other than the corporate or business subscribers.
emerging. Complaint Management: This department handles all kinds of complain related issues. They prepare targets for each customer managers who are directly interacting with the subscribers. . This is a very dedicated team which makes sure that all the complaints are looked after.People &. 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. FnF. 4 . missed call alert service. bill pay. Their job is to keep all the customer service employees updated regarding the latest service and offerings. Welcome tunes and other value added services. They prepare modules and selling techniques for customer managers which help the customer managers to better perform their duties. 3. Conduct direct sales activities of various service offered by GrameenPhone such as – Missed Call Alert. data connection setup and connectivity. Consumer.process Development: This department arranges internal training of all new and existing employees. Responsibility of the Customer Manager include – Inform the subscriber about new service & promotion. Telesales: This department sets a target on selling F&F. Provide service related solutions of different problems arising from Voice call connectivity. All new software trainings for employees are also arranged by them. EDGE & BlackBerry Services and online communication. All the backend planning regarding customer service are planned by them which is then executed by the employees of customer service division. SMS connectivity and other VAS activation or deactivation over the hot line 121. 5. EDGE package. call block service and different edge services through 121 hotline. Contract center also has some segments such as business segment.
Campaign promotion. Missed Call Alert service etc. Contact Centers can be divided into various categories based on their strategy of function and nature of service. often calling for help with a product. 1.REPORT ON THE CUSTOMER SERVICE DEPARTMENT OF GRAMEENPHONE LIMITED 7 3. a number of inbound agents have to call up random subscribers to inform them about the campaign. 2. Usually that subscriber’s monthly usage rate is rather high. 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. Outbound Contact Centers: Outbound Contact Centers are usually works under. customers generally place their queries about product information and report any technical glitches.Sometimes when a new campaign is launched. Call Block Service. Transformer – A number of times users of another operator is called as per management decision. GrameenPhone is a flexible call centre model doing both inbound and outbound calls serving our different customers according to their needs. or responding to an advertisement. If that subscriber is happy with the service received then he might think of using our service in a permanent basis. Inbound Contact Centers are often a little easier on the employee because the caller initiates the first contact. EDGE P5. . However. If they asks as we also activate the promotional offers in their SIM.2 Contact Center A call centre is a place used for the purpose of receiving and transmitting a large volume of requests by telephone. Up Selling. But there are mainly two types of Contact Centers such as inbound call centre and outbound call centre. 3. Inbound Contact Centers: In an inbound call centre. Currently there are around 874 customer managers in our call centre..Sometimes we do call subscribers to sell a number of Value Added Services such as EDGE P1. So we try to persuade that subscriber to use our service for trial basis. EDGE P6.
. reliable. follow-up and escalate critical issues / complaints and provide timely feedback to ensure customer satisfaction. inspiring and friendly with the subscribers to enhance and maintain GrameenPhone Brand promise Capture customer insights.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. 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.
Ashek Uddaula Siddiqui Figure No. 10th Floor Mostafa Jamal Galib Service Operations. 9th Floor Md. 8th Floor Shafiqur Rahman Md. 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. Monjurul Karim Service Operations.
Attending international roaming queries. 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. a particular service can be activated or deactivated of a business solution SIM. Grameenphone cannot activate or deactivate any service of a corporate SIM without the consent of the authorized person of the particular company. .3 Assigned responsibilities: I was assigned as an intern in the Corporate and Business Segment in the contact center under Customer Service Division. the company needs to have a trade license. After the SIM cards are sold. 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. Call Block Service and giving feedback on customer’s queries. In order to buy these SIM cards. then the authorized person sends a fax or mail to business segment of customer service division. I had to deal with Grameenphone corporate subscribers using both prepaid and postpaid SIM cards.out the permission of the authorized person. In other words. 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.REPORT ON THE CUSTOMER SERVICE DEPARTMENT OF GRAMEENPHONE LIMITED 10 3. request and complaints. This SIM cards are not owned by individual subscribers. This SIM cards are sold to a company and owned by the company. the company selects an authorized person who then represents his company to GP. Only after receiving a confirmation mail or fax from the authorized person. I had to complete the following set of activities both routine and non-routine basis during my internship. Routine tasks: My routine tasks were regarding International Roaming. such as bills. 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. fnf activation and EDEGE activation. After subscriber contacts the authorized person. request and complaints and providing feedback to the designated agent of the roaming customer.
Network failure. Miscommunication. so it is very difficult to handle the call pressure for the customer manager. energetic and educated. Create a strong IVR (interactive voice response) so that subscriber get more service from IVR without the help of human agent. Tools down. Decrease the call pressure to increase customer satisfaction. They all are trained well to handle customers. Complicated process flow. . I have identified the following problems which can again be addressed from both internal and external context. User unfriendly product and tariff. Roster related problem. so customer manager can provide service very smoothly. In recommendation part I want to recommend something to betterment of customer service. Subscriber has to wait for a human agent. The main problem is Grameenphone has a large number of subscribers and the ratio of subscribers and customers manager is large. The office setup is very modern and technological advance. Give more training to the customer manager so that they can increase their skills. Free the call charge when subscribers are in queue. All the calls from subscribers come in to automated answering machines which call IVR. So now a day’s customer service division is important like other division. ever changing subscriber need. Effectively make the break plan so that the customer manager can remove stress. Complication in execution. External to the Contact Center: Subscriber end errors. Customer service is not only after sales service but also an income source for Grameenphone. Observations and Recommendations In my observation Grameenphone gives more emphasis on customer service. All the customer manager of customer service is very efficient. The quality of service is very good. All the computer and pabx system is up to date. Natural calamities. The environment of the office is also very good. Information mismatch. Lack of flexibility in work place. It is very painful for subscribers to wait a long time for getting the service.REPORT ON THE CUSTOMER SERVICE DEPARTMENT OF GRAMEENPHONE LIMITED 11 4. Internal to the Contact Centre: Employee dissatisfaction.
Give more benefit to the employee to reduce employee turnover. It was a great honor for me to work in such a professional company where everything is so organized and perfect. Conclusion: Getting an opportunity to do internship in the largest telecommunication company of Bangladesh has been a great experience. Provide health checkup specially eye and hearing checkup on a regular basis to the employee. 5. Use the latest technology to serve the subscribers more efficiently. Use the easiest communication method to reach all level of subscribers. Dealing with customer queries & complaints has certainly helped my interaction & . 4.REPORT ON THE CUSTOMER SERVICE DEPARTMENT OF GRAMEENPHONE LIMITED 12 Increase the number of employee to reduce call pressure. Efficient technological backup and Ensure timely and unique information through Establish more authority at workplace. Provide training to the customer manager so that they can satisfy the customers. Textual learning’s form university courses were helpful. Recruit local people in local area so that they can understand local subscribers need. Establish strong coordination among segments and design simple process. Motivate the employee by different motivational factor because it is a monotonous job.1 Some scope of implementation would be helpful: Increase Grameenphone Service point to serve more people. but the things learnt form real time work experience for the first time has indeed been a privilege. Efficient technological backup and Ensure timely and unique information through Establish more authority at workplace. 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 skilled customer manager who can serve the subscriber with high quality. Establish strong coordination among segments and design simple process.
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.REPORT ON THE CUSTOMER SERVICE DEPARTMENT OF GRAMEENPHONE LIMITED 13 communication skills. 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. 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.
telenor. November). November).Retrieved from Grameenphone: http://investorrelations.Retrieved from Grameenphone: https://wow.Retrieved from Grameenphone: http://investorrelations.grameenphone.com/Dividend.com/grameenphone/en/Pages/default. November). November).html (2010.grameenphone.aspx .aspx (2010.html (2010.Retrieved from Grameenphone: http://investorrelations.com/Major-Shareholdings.com/grameenphone/en/opco/Pages/history. November).com/Company-Facts.html (2010.REPORT ON THE CUSTOMER SERVICE DEPARTMENT OF GRAMEENPHONE LIMITED 14 REFERANCES (2010.Retrieved from Grameenphone: https://wow.grameenphone.telenor.
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