TELECOMUNICATION SERVICES

Submitted By:
Sania Deen Muhammad
Ruby Akbar
Hadiqa Hamid

Submitted To:
Faculty of KUBS
Dr. Adnan Anwar
 ABOUT UFONE
Ufone is an Etisalat Group Company that started its operations in January 2001. Since then, it has become a
leader in innovation and has established presence in all the major cities, along with comprehensive coverage
across all the major towns, villages and tehsil headquarters of Pakistan.
In Pakistan, we have established ourselves as an accomplished BPO services provider that has never
compromised on Customer Services quality. Having extensive experience in hosting and managing both
domestic and international outsourced projects, we are one of the fastest growing BPO service providers in the
country.
We are committed to being a responsible and innovative market leader. Our priority is to create a more efficient
and productive business and drive value from our core telecommunications operations by providing
differentiated and outstanding business solutions to our clients and business partners.
1. 3 state-of-the-art Call Centers
2. Over 265 Franchises
3. Over 200 Shops & Service Centers
4. Growing Network of over 35 VTM Machines Nationwide
Being a part of the Etisalat Group and among one of the leading telecom operators in Pakistan, Ufone has the
capacity to empower its clients to rebuild their market positions, reimagine their business systems, and create
innovative offerings for them. It accomplishes this by understanding that outsourcing has evolved from tactical
opportunity to a strategic necessity, with businesses looking to partner with solution providers who have the
proven ability to unlock business potential and transform processes to enhance value.
The Ufone BPO has established a strong footprint in the market and caters to major government institutions, as
well as business and corporate organizations across various industries in Pakistan.
Our core competencies lie in the transformational solutions that we offer to our clients. The comprehensive range
of BPO solutions are targeted at different business verticals, enabling us to blend our industry expertise in all our
service offerings.
Our key business offerings include;
1. Contact Center Outsourcing
2. Software Development & Deployment Solutions
3. Email, Social Media & Live Chat Support
4. Order Fulfillment & Order Tracking
5. Remote Management Services / Technical Support
6. CRM, CMS CATI
7. Vehicle Tracking Services
8. Health Management Services
9. Quality Management System
10. Recruitment & HR Services
 Ufone strives to continue innovating to enable all clients and business partners to do more and be more with
advances in technology, particularly over mobile internet. This goal is supported by significant investments in
networks to ensure quality coverage, speeds and capabilities, as well as simplified price plans, customer touch-
points, and processes geared up to maximize customer experience.

1. COMPARISON OF WEBSITES OF UFONE, TELENOR AND ZONG:

 The website of Ufone shows the distinct features from others that the website shows both personal and
business options which can help for their business clients and personal customers.
 All of three shows different bundles available in their network on the first look but the Telenor differ it
by giving service for making their own bundles and Zong shows broadband service.
 Ufone and Telenor launch its services like UPaise and EasyPaisa for their customers and easily
accessible of all packages in discounted prices.
 Complaint handling of all service providers are almost equal and their websites also show that.
Different packages and details of services are listed below:
Ufone:
 Super Card Packages: Ufone offers Super Card packages that include a combination of minutes, SMS, and data
at a fixed price, providing users with convenience and cost savings.
 Data Bundles: Various data bundles catering to different usage needs, including daily, weekly, and monthly
packages.
 Call and SMS Packages: Special packages for calls and SMS with discounted rates for specific durations.
Telenor:
 Price Plans: Explore the best prepaid packages to meet your mobile communication needs.
 Packages: Browse our incredible range of packages and promotions especially designed for you!
 Internet: Stay connected on-the-go with Telenor’s amazing 4G internet experience.
 Value Added Services: With Telenor, enjoy a wide range of value added services at the most affordable rates.
 Bundle Calculator: Provides interactive Bundle Calculator recommend the best offers for your mobile usage.
 International Roaming: Provides exceptional charges for International Roaming.
Zong:
 Zong Super Card: Zong's equivalent of the Super Card, offering a combination of minutes, SMS, and data at a
fixed price.
 Daily and Weekly Internet Packages: Various data bundles catering to different usage needs, including short-
term and long-term options.
 Zong 4G Bolt Devices: Promotions on Zong's 4G devices, often bundled with data packages for home or on-the-
go connectivity.
 International Roaming Offers: Zong provide special international roaming packages for users traveling abroad.

2. EMPLOYEES WITH CUSTOMER:

Ufone:
 Customer Helpline: Ufone provides a customer helpline that users can call for assistance with various issues,
including account management, packages, and technical support.
 Online Chat Support: Ufone may offer online chat support on their website or through their mobile app, allowing
users to interact with customer support representatives in real-time.
 Email Support: Users can typically contact Ufone's customer support through email for non-urgent queries or
feedback.
 Service Centers: Ufone operates physical service centers where users can visit for in-person assistance or to
resolve complex issues.
Telenor:
 Customer Helpline: Telenor provides a helpline for customer inquiries, including account-related issues, billing,
and technical support.
 Live Chat Support: Telenor may offer live chat support on their website or through their mobile app, allowing
users to get real-time assistance.
 Email Support: Users can contact Telenor's customer support through email for specific concerns or non-urgent
matters.
 Service Centers: Telenor has physical service centers where customers can visit for face-to-face support and
issue resolution.
Zong:
 Customer Helpline: Zong provides a helpline for customer queries, technical support, and assistance with various
services.
 Live Chat Support: Zong may offer live chat support on their website or app, allowing users to interact with
customer support representatives.
 Email Support: Users can typically reach out to Zong's customer support through email for specific concerns or
issues.
 Service Centers: Zong has physical service centers where customers can visit for in-person assistance and
resolution of complex problems.
Common Aspects of Comparison:
 Availability: All three companies usually provide 24/7 customer support through helplines, making it
convenient for users to get assistance at any time.
 Multichannel Support: Ufone, Telenor, and Zong commonly offer support through various channels, including
phone, live chat, email, and physical service centers.
 Online Presence: Live chat support on websites or mobile apps is a common feature to facilitate online
interaction.
 Physical Service Centers: Having physical service centers allows users to visit in person for more complex
issues or for those who prefer face-to-face assistance.

3. CUSTOMER TO CUSTOMER INTERACTION:

Telecom service providers like Ufone, Telenor, and Zong primarily facilitate customer-to-customer interactions
through digital channels, such as online forums, social media, and customer support lines. Physical interactions
between customers, such as in-person events or meetups, are not common practices for telecom companies.
Telecom services are typically designed to be accessed remotely, and customer interactions tend to occur
through digital means.
In the telecom industry, customer engagement, feedback, and interaction are often fostered through:
 Online Communities: Telecom providers may maintain online communities or forums where customers can
discuss their experiences, share tips, and seek advice.
 Social Media Platforms: Companies often use social media platforms to connect with customers, address
queries, and create a sense of community among users.
 Customer Support Channels: Customer-to-customer interaction may indirectly occur through customer support
channels, where users might share their experiences or recommendations.
Physical interactions are occurred in telecom companies through occasionally participate in or sponsor events,
conferences, or exhibitions where customers have the opportunity to engage with the brand. However, direct
customer-to-customer physical interaction is not typically a central aspect of telecom service offerings.
4. PHYSICAL ENVIRONMENT:
Physical evidence, in the context of service marketing, refers to the tangible elements or aspects of the service
that customers can see, touch, or experience. These elements contribute to the overall perception of the service.
For telecom companies like Ufone, Telenor, and Zong, physical evidence may include things like retail stores,
service centers, and the design of SIM cards or promotional materials. Here's a general comparison of physical
evidence for these telecom companies:
Ufone:
 Service Centers: Ufone likely has physical service centers where customers can visit for in-person assistance,
purchase SIM cards, or inquire about services.
 Retail Presence: Ufone may have a network of retail stores or kiosks in various locations to sell products and
provide customer support.
 SIM Card Design: The physical appearance of Ufone's SIM cards, including branding and packaging, contributes
to the overall physical evidence.
Telenor:
 Service Points: Telenor may operate physical service points or stores where customers can go for assistance,
subscription, and SIM card-related services.
 Retail Network: Telenor likely has a retail network with a visible presence in malls, high streets, or other
strategic locations.
 SIM Card Design: The design and branding of Telenor's SIM cards contribute to the physical evidence
customers interact with.
Zong:
 Customer Service Centers: Zong may have physical customer service centers where customers can go for face-
to-face support and service-related inquiries.
 Retail Outlets: Zong likely maintains a network of retail outlets where customers can purchase products, get
assistance, and learn about services.
 SIM Card Design: The physical appearance and branding of Zong's SIM cards are part of the tangible elements
that customers encounter.
Common Aspects:
 Branding and Signage: All three companies are likely to invest in consistent branding and signage in their
physical locations, contributing to a recognizable and professional image.
 Staff Appearance and Training: The appearance and professionalism of staff at service centers or retail outlets
play a role in the physical evidence of service quality.
 Promotional Materials: Physical evidence also includes any promotional materials, brochures, or pamphlets
that customers may encounter at service centers or retail locations