Customer service of airtel telecom bangladesh limited

1. Customer Service of Airtel Telecom
Bangladesh Limited
Executive Summary
Airtel Telecom takes pride in being backed by the Abu Dhabi Group, one of the largest
groups in the Middle East and in Pakistan.
Airtel Telecom is currently operational in Bangladesh and Pakistan, while it is also
setting pace to initiate its operation in Uganda & Congo. Within the markets Airtel 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, Airtel 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 Airtel Telecom, followed by the
signing of interconnectivity agreement with all the existing telecom companies of
Bangladesh.
In May 10th, 2007, Airtel Telecom launched its commercial operations in Bangladesh
with a network encompassing 26 districts. By November 2007, the network had been
expanded to cover 61 districts and being used by 2 million customers.
Based on the NGN (Next-Generation) network, Airtel 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 our first year of operation alone serves as a
testament to Airtel telecom’s customer-driven business mandate. These achievements
have only been possible due to Airtel’s uncompromising commitment to provide
maximum network coverage and clear connectivity at the most affordable price.
Airtel Telecom was awarded the 6th mobile phone operator license by Bangladesh
Telecom Regularity Commission (BTRC) on December 2005. Approximately a year
later, on January 2007, they switched their network on.

2. Airtel 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 of Bangladesh today.
Airtel Telecom’s superior products, high quality of services, network, affordability, and
customer support have enabled it to not only capture market share from existing players,
but also acquire the so far untapped market.
With a reflection of a new strategy, their 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.
Introductory discussion
Background of the report
The LLM program of Southeast University requires that each student completes an
internship attachment with an organization and submits a report on the basis of it.
Considering the fast pace of the telecom industry today, I chose one of the youngest
and brightest organization’s in the country, Airtel Telecom International Ltd, as my place
of internship, with Lecturer, Mr. Iqbal Hossain (Himel) as my faculty advisor to guide
my progress and as my supervisor at the organization to help along during the period.
There is a lot of speculation regarding the future of the telecom industry, in general.
With the little bit of healthy competition that the industry had been lacking till now, it is
no doubt that the consumers would soon begin feel its effect in the form of lower prices
and more packages to choose from. However, it remains a doubt as to which companies
would just survive and which companies would thrive and prosper. Hence, I chose to
carry out a comparative analysis of the telecom companies in Bangladesh, with particular
emphasis on the future prospects of Airtel telecom.
Objective of the study:
Broad Objectives:
The broad objectives of the study are:
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To assess the performance of Customer Care Department of Airtel Telecom
Bangladesh.
To learn about the etiquettes maintained by Airtel with the
customers.
Specific Objectives:

3. In order to fulfill the above broad objectives, the following specific objectives must
be satisfied:
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To find out the package attractiveness rendered to the customer.
Find out the various product offerings in the marketplace
To determine the service offered to the customer.
To compare the value added services and special offers from the respective
players.
Methodology
The report has been prepared based on both primary and secondary sources.
The primary source consists mainly of personal observation during the attachment
period. Frequently asked questions from customers gave an idea as to what they
considered were important factors and not just, what the telecom companies thought were
important.
Secondary information came mainly from websites, mainly the official websites of
the telecom companies. A few articles on newspapers also helped in the collection of
information.
•
Collection procedure of data:
Personal interview technique was the primary tool used in collecting information.
Interview with the Customer have done through questionnaire in order to discuss about
the related matters before preparing the report. Managers and officers of Airtel from
different divisions were the main sources of secondary data.
•
Analysis of Data:
Collected data are analyzed by using percentages, graphs to draw the conclusion. All
the data have shown in tabular form.
•
Sampling Plan and Sample Size:
Study population:
The first step of the sampling design is to define the study population. Due to time
restriction and other limitations, the survey was only focus into subscribers of Uttara,
Banani, Gulshan, Motijheel and Dhanmondi. The sample area has been selected on the
basis of organization’s interest.
Sampling frame:

4. As there is no concrete list or number of subscriber in the areas which I have
mentioned, the sample frame was randomly selected. I was stand in front of the business
center and picked someone who fulfilled the criteria as a sample.
Importance of the study
Our action is conducting based on the given topic the performance of the Airtel
Telecom (BD.) Ltd. to find out from all perspective whether the company is actually
doing well or not. And this will be assessed on the degree of excellence of the company.
Some performance indicators such as the level of service quality , the reasonable of the
product , the network coverage, human resource facilities and overall the companies
profit generated form performance of the total organization has been the basis for
reckoning of the organization.
This study is conducting its activities meticulously as much as possible to have the
precise knowledge about the organization. It will comprise the benefit of the information
from the organization which will help it recover its weakness if found since a copy of the
report will be submitted to the organization. Therefore it can easily perceive its strength
and weaknesses, and threats and opportunities. This will protect the company form the
loss or destruction. Moreover the forthcoming people can use this report as a simulation
copy.
Limitation
There is much information available to the organization but confidential that’s
why it was not possible to disseminate that information in the report. In addition to this,
lots of information exists in the organization but to provide all the information in the
report is not possible because if I did so, the report would have been of more than
thousand pages. Therefore only the necessary information was put in the report. Further,
lack of my in-depth knowledge and financial support as well as some other activities
required to prepare an exact report interrupted me.
•
•
Several information regarding on-going projects could not be used to analyze
further the competitive positioning of Airtel as they were considered confidential.
As I was working for Airtel, I could not interview employees from its
competitors, as would have been the case normally, and had to rely solely on
information available to the public.
3
HISTORY OF CELL PHONE
GENERAL
Cell Phones are everywhere and their use is growing. Basically a cell phone is a
radiotelephone and its application is growing because of the rapid rise of digital

5. computers and very small and powerful microprocessors. One of the most important
advantages of microprocessors is their ability to do very complicated operations with
high reliability. The problem with early radiotelephones was that they quickly ran out of
available frequencies, i.e. channels. Often a wealthy individual with a radio telephone in
his car would have one of his employees make a series of calls starting very early in the
morning to reserve a channel for himself and guarantee that he could have his radio
telephone available as he was being driven to work. The problem was that to be useful, a
radiotelephone had to work throughout a whole metropolitan area, and a large area even
back then made for a large number of users. The problem could be solved by having
many small areas (now called cells) which all shared the same frequencies. A small area
only had a small number of users so that the number off frequencies was adequate. In
principle doing automatic switchovers from one cell to another could solve this problem,
but such automatic switches were very complicated to implement. Enter the digital
computer, it was capable of doing the complex job of managing the switchover so that the
call would not be lost, and the modern cell phone was born. At first the speech was
analog, and the logic to manage the switchover was digital (i.e. done by a digital
computer). These types of cell phones are known today as analog phones even though the
switching is digital. A true all digital cell phone, however, would also represent the
speech as a series of numbers, i.e. in digital form. A cell phone which also digitizes the
speech improves the switching is digital. A true all digital cell phone, however, would
also represent the speech as a series of numbers, i.e. in digital form. A cell phone which
also digitizes the speech improves the sound quality; gets rid of static on the line, and
incidentally, increases the battery life by 3 to 5 Times. Since also making the speech
digital was even more complicated than just making the switch over digital, the true all
digital cell phone had to wait for microprocessors to get smaller and more powerful. This
has now been achieved, and one can have truly high quality cell phone service with the
new digital units. All digital cell phones have now become so capable, the call rates so
low, and the battery life so long that it makes sense for some businesses to have only cell
phones for their business extensions.
INVENTOR OF CELL PHONE
The cell phone was invented by Bell Labs from about 1947 to 1967, but a controversy
has arisen about this. According to an Associated Press Article in the April 12th issue of
the San Francisco Chronicle, Page D3 and an April 3, 2003 Chronicle Article, the Cell
Phone was invented by Martin Cooper who at that time was a vice-president at Motorola.
Both articles state that he made the first cell phone call in 1973 on a street corner in New
York using a base station at the top of a tall building in that city. Motorola introduced its
cell phone in 1983 after five generations, 15 years, and $90 million; but as mentioned
above, the first commercial cell phone service was started by NTT in Japan on December
3, 1979. This by no means the whole story, however, Cooper himself in the 10th
paragraph of the April 3rd Chronicle article states that “Bell Labs had invented this thing
called Cellular Technology”. What Martin Cooper apparently did was build a relatively
small radiotelephone, which could be carried by a person. He did not develop the idea
and the mechanism for automatically switching over when a phone went from one cell to
another. The true inventor of the cell phone is the person or group who developed the

6. concept of small cells and implemented the automatic switchover system and this was
Bell Labs.
Finally the explosion of cellular technology, which we now see around us today, was
caused by the Microprocessor, i.e. a computer on a small single chip. Intel primarily
pioneered this although Motorola and AMD have played significant roles.
The Mobile Phone Technologies
GSM: GSM stands for “Global System for Mobile Communications.” GSM is mostly
a European system and is largely unused in the US. GSM is interesting in that it uses a
modified and far more efficient version of TDMA. GSM keeps the idea of timeslots and
frequency channels, but corrects several major shortcomings. Since the GSM timeslots
are smaller than TDMA, they hold less data but allow for data rates starting at 300 bits
per second. Thus, a call can use as many timeslots as necessary up to a limit of 13 kilobits
per second. When a call is inactive (silence) or may be compressed more, fewer timeslots
are used. To facilitate filling in gaps left by unused timeslots, calls do “frequency
hopping” in GSM. This means that calls will jump between channels and timeslots to
maximize the system’s usage. A control channel is used to communicate the frequency
hopping and other information between the cell tower and the phone. To compare with
the other systems, it should be noted that GSM requires 1 Watt of output power from the
phone.
CDMA: CDMA stands for “Code Division Multiple Access” and is both the
most interesting and the hardest to implement multiplexing method. CDMA has been
likened to a party: When everyone talks at once, no one can be understood, however, if
everyone speaks a different language, then they can be understood. CDMA systems have
no channels, but instead encode each call as a coded sequence across the entire frequency
spectrum. Each conversation is modulated, in the digital domain, with a unique code
(called a pseudo-noise code) that makes it distinguishable from the other calls in the
frequency spectrum. Using a correlation calculation and the code the call was encoded
with, the digital audio signal can be extracted from the other signals being broadcast by
other phones on the network. From the perspective of one call, upon extracting the signal,
everything else appears to be low-level noise. As long as there is sufficient separation
between the codes (said to be mutually orthogonal), the noise level will be low enough to
recover the digital signal. Each signal is not, in fact, spread across the whole spectrum
(12.5 MHz for traditional cellular or 60 MHz in PCS cellular), but is spread across 1.25
MHz “pass-bands.” CDMA systems are the latest technology on the market and are
already eclipsing TDMA in terms of cost and call quality. Since CDMA offers far greater
capacity and variable data rates depending on the audio activity, many more users can be
fit into a given frequency spectrum and higher audio quality can be provide. The current
CDMA systems boast at least three times the capacity of TDMA and GSM systems. The
fact that CDMA shares frequencies with neighboring cell towers allows for easier
installation of extra capacity, since extra capacity can be achieved by simply adding extra
cell sites and shrinking power levels of nearby sites. CDMA technology also allows
lower cell phone power levels (200 kilowatts) since the modulation techniques expect to

7. deal with noise and are well suited to weaker signals. The downside to CDMA is the
complexity of deciphering and extracting the received signals, especially if there are
multiple signal paths (reflections) between the phone and the cell tower (called multi path
interference). As a result, CDMA phones are twice as expensive as TDMA phones and
CDMA cell site equipment is 3-4 times the price of TDMA equivalents.
GSM VS. CDMA: A Technical comparison
Advantages of GSM:
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GSM is already used worldwide subscribers.
International roaming permits subscribers to use one phone throughout Western
Europe. .
GSM is mature, having started in the mid-80s. This maturity means a more stable
network with robust features. CDMA is still building its network.
GSM’s maturity means engineers cut their teeth on the technology, creating an
unconscious preference.
The availability of Subscriber Identity Modules, which are smart cards that
provide secure data encryption give GSM m-commerce advantages.
Disadvantages of GSM:
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Lack of access to burgeoning American market.
Advantages of CDMA include:
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Increased cellular communications security.
Simultaneous conversations, less call drops, strong network.
Low power requirements and little cell-to-cell coordination needed by operators.
Extended reach – beneficial to rural users situated far from cells.
Disadvantages of CDMA include:
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Due to its proprietary nature, all of CDMA’s flaws are not known to the
engineering community for solving.
CDMA is relatively new, and the network is not as mature as GSM.
CDMA cannot offer international roaming, a large GSM advantage.
Telecommunication Cycle:
The transmission of the senders ideas to the receiver and the receiver’s feedback or
reaction to the sender constitute the telecommunication cycle. The main step of this cycle
is as follows;
1. Input: the information or ideas the sender wants to gives the receiver.
2. Channel: fax, phone call, electronic mail, etc.

8. 3.
4.
5.
6.
Massage: the actual massage that in sent.
Output: the information the receiver gets.
Feedback: the receiver’s response (or non-response) to the massage.
Brain drain: the possibility of misunderstanding at any step.
We can illustrate this cycle with the help of the following illustration:-
ECONOMIC CONDITION OF BANGLADESH
To understand the potential demand for cell phones in Bangladesh, let us look at
some of the key Macro-indicators of the country. With a population of nearly 150 million
people living in an area slightly larger than the United Kingdom, Bangladesh (total land
area 147570 square kilometer) is the most densely populated country in the world, with
roughly 1,079 people per square kilometer. More than 80% of its population lives in the
rural areas, where two thirds of the population is engaged in agricultural activities. Its
standing in the Human Development Index (HDI) remains almost unchanged at 137th
position, according to the United Nations Development report released last year.
Bangladesh is also one of the world’s ten poorest countries, with a GDP per capita of
USD$ 421 with a lower average of USD$ 171 for rural areas. However, the GDP per
capita PPP is USD$ 2,000, with a growth rate of nearly 5% in the last 5 years. It has been
often cited that Bangladesh’s low level of income is the main reason for its low level of
penetration. In a country such as Bangladesh where the state owned operator, the
Bangladesh Telegraph & Telephone Board (BTTB), dominates the landline telephone
system and provides poor services and infrastructure, cellular phones tend to be substitute
for landlines. According to the year end review of BTRC in 2006, there were
approximately 1.5 million fixed line and 17 million mobile subscribers available in the
country.
For poor countries and rural areas, it is cheaper to build mobile infrastructure than
fixed line communications. In terms of topography, Bangladesh is a flat country where

9. 90% of the country is dominated by alluvial river plains, which does not raise more than
10 meters above sea level. The highest peak is Keokradang (1,230 Meter), 80 K. M.
South-West of Chittagong in the Hill Tracts. The flatness facilitates the construction of
base stations and improves its coverage area besides reviewing the macro indicators to
identify potential demand, consumer demand for Cellular services have also been studied.
A case study conducted by the Telecommunications Development Group for the
“Canadian International Development Agency (CIDA)”, found that there was a consumer
willingness to pay for cellular phone services and a significant consumer surplus
experienced by the villagers.
BACKGROUND OF AIRTEL TELECOM
ABOUT AIRTEL
The Dhabi Group is a multinational company based in the UAE, which owns and
operates a wide range of business concerns that are spread across 3 different continents. It
has a diversified business interest in the institutions that have enjoyed commercial
success as a result of its strong financial resources and extensive management expertise.
The Abu Dhabi Group’s major investments are in the following sectors:
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§ Telecommunications
§ Hospitality services
§ Property development
§ Oil exploration and supplies
§ Banking and financial services
§ Automobile industries.
Airtel Telecom takes pride in being backed by the Abu Dhabi Group, one of the
largest groups in the Middle East and in Pakistan. Airtel Telecom is currently operational
in Bangladesh and Pakistan, while it is also setting pace to initiate its operation in Uganda
& Congo. Within the markets Airtel 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, Airtel 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 is sued to Airtel Telecom, followed by the
signing of interconnectivity agreement with all the existing telecom companies of
Bangladesh.
In May 10th, 2007, Airtel Telecom launched its commercial operations in
Bangladesh with a network encompassing 26 districts. By November 2007, the network
had been expanded to cover 61 districts and being used by 2 million customers. Based on
the NGN (Next Generation) network, Airtel Telecom’s operational activities in
Bangladesh aim to achieve a new and modern corporate identity, which is congruent with

10. 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 our first year of operation alone serves as a testament to Airtel telecom’s
customer-driven business mandate. These achievements have only been possible due to
Airtel’s uncompromising commitment to provide maximum network coverage and clear
connectivity at the most affordable price.
VISION
Airtel Telecom’s vision is “To be the leading national communication provider
with a strong international presence.” To become the essential communication
provider in Bangladesh of high quality voice and innovative data services by offering
affordable products and services to all market segments and to become an integral part of
their everyday lives.
Airtel Telecom’s brand values include:
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Simplicity
Honesty
Innovation
Quality
Dynamic
Friendly
MISSION
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Establish and sustain as a customer centric organization
Provide high quality and innovative communication services, through state of the
art
infrastructure and a team of professionals
Continuously develop, motivate and empower our people
Achieve profitable growth for all our stakeholders
CORE VALUE
Airtel 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.

11. 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.
KEY STRENGTHS
The Network
At the corner stone of Airtel Telecom’s operational agenda is ensuring that
comprehensive network coverage is provided to all subscribers across all locations. In
this context, Airtel 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. Airtel 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.
Airtel 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.
We are partners with some of the leading vendors in the telecom industry who help in
providing the best and the latest network solutions for our businesses. These vendors
include cellular giants Ericsson, Nortel, Siemens, Cisco and Huawei.
Network Coverage
DHAKA
DHAKA , Dhaka Sadar , Dhamrai, Savar, Nawabganj, Keraniganj, Dohar, Demra,
Shyampur, Tajgaon, Sutrapur, Sabujbag, Ramna, Urrta, Dhanmondi, Gulshan,
Cantonment, Badda, Mohammadpur, Mirpur, Motijheel, Khilgaon, Lalbag, Hazaribag,
Kafrul, Kamrangirchar, Pallabi
BRAHMANBARIA, Brahmanbaria Sadar, Akhuaura, Kosba, Nabinagar, Sharail,
Nasirnagar, Ashuganj, Bancharumpur.
CHANDPUR, Chandpur Sadar , Hajiganj, Matlab, Shahrasti, Kachua, Faridganj,
Haimchar
COMILLA, Comilla Sadar, Gouripur, Meghna Ghat, Daunkhandi, Homna, Muradnagar,
Burichang, Debidhar, Chandina, Barura, Miarbazar, Laksham, Falgunkhara,
Ashuganj,Choddagram, NangalKot, Brahmmonpara

12. FARIDPUR, Faridpur Sadar , Char Bhadrashan, Bhanga, Baolmari, Modhukhali,
Alfadanga, Nagarkanda, Sadarpur
RAJBARI, Rajbari Sadar, Pangsha, Goalanda, Baliakandi, Bagha
GAZIPUR, Gazipur Sadar , Joydebpur, Tongi, Kaliganj, Abdullahpur, Maona, Shafipur,
Kaliakoir, Sreepur, Kapasia
KISHOREGANJ, Kishorganj Sadar , Bhairab, Puran Thana, Gaital Bus Stand, Station
Rd, Kuliarchar, Hosenpur, Tarail, Pakundia, Katiadi, Karimganj, Bajitpur
MANIKGANJ, Manikganj Sadar , Shingair, Shibaloy,
MADARIPUR, Madaripur Sadar, Rajoir
MUNSHIGANJ, Munshiganj Sadar, Tongibari, Shirajdikhan, Srinagar, Gazaria,
Lowhojang
MYMENSINGH, Mymensingh Sadar , Fulbaria, Trishal, Bhaluka, Kashiganj,Haluaghat,
Gaforgaon, Goripur, Muktagacha, Ishwarganj, Nandail,Dhobaura
NARAYANGANJ, Narayanganj Sadar , Rupganj, Araihazar, Sonargaon, Bandar
NARSHINGDI, Narshingdi Sadar , Polash, Sripur, Belabo, Raipura, Monohordi
NETRONOKA, Netrokona Sadar , Hiranpur Bus Stand, Madanpur, Bangla Bus Stand,
Rail Station, Durgapur, Purbodhala, Kendua, Kolmakanda, Durgapur, Barhatta
TANGAIL, Tangail Sadar, Bashail, Shakipur, Mirzapur, JamunaBridge, Ghatail,
Gopalpur, Kalihati, Modhupur, Bhuapur, Delduar
GOPALGANJ, Gopalganj Sadar , Kotalipara,
JAMALPUR, Jamalpur Sadar, Bakshiganj,Islampur,Sharishabari, Dewanganj,
Melandaha
SHERPUR, Sherpur Sadar, Nalitabari,Sreebardi
SHARIATPUR, Shariatpur Sadar, Zanjira, Naria, Bhedarganj
CHITTAGONG
Chittagong, Chittagong Sadar, Bariarhat, Barabkunda, Mirersharai, Sitakunda, Kumira,
Faujdarhat, Chittagong University, Chowdhury Hat, Madanhat, Gahira, Fatikchari,
Raozan, Hathazari, Sarwatali, Popadia, Kadurkhil, Gomdandi, Kalurghat, Boalkhali,
Dhalghat, Patiya, Anowara, Gachbaria, Chandanaish, Dohazari, Satkania, Banshkhali,
Lohagara, Bakolia, Bandar, Kulshi, Chadgaon, Bayezid, Halisahar, Double-Mouring,
Karnafully, Pachlays, Pahartali, Potenga, Rangunia, Swandip
Feni, Feni Sadar, Parshuram, Phulgazi, Chagalnaiya, Daghanbhuiya, Sonagazi, Lemua,
Langalkot, Chauddagram
Coxs Bazar , Coxs Bazar Sadar , Ukhia, Chakaria, Eidgaon, Chiringa, Kutubdia,
Moheskhali, Pekua, Teknaf, Ramu,
Noakhali, Noakhali Sadar , Companiganj, Begumganj, Senbagh, Maizdi, Bashurhat,
Chatkhil, Shonaimuri

13. Laxmipur, Laxmipur Sadar, Chandraganj, Raipur, Ramgati, Ramganj
KHULNA
Khulna , Khulna Sadar , Rupsha, Dighallia, Fultala, Doulatpur, Boira, Khalishpur, Royal
More, Nirala, Shiromoni, Khan Jahan Ali Road, Dumuria, Sonadanga
Jessore, Jessore Sadar , Benapole, Jhikorgacha, Navaron, Sharsha, Avoynagar, Noapara,
Bagharpara, Monirampur, Keshobpur
Jhenaidah, Jhenaidah Sadar , Kaliganj, Kotchadpur, Shailkupa
Kustia, Kustia Sadar , Mirpur, Bheramara, Daulatpur, Kumarkhali, Khoksha
Bagerhat, Bagerhat Sadar, Chitalmari, Kachua, Fakirhat, Mongla, Morelgonj,
Shoronkhola
Chuadanga, Chuadanga Sadar , Damudda, Jibon_nagar, Alamdanga
Magura, Magura Sadar, Shripur
Satkhira, Satkhira Sadar, Kolaroa, Kaliganj, Shyamnagar
Meherpur, Meherpur Sadar, Gangni
RAJSHAHI
Rajshahi , Rajshahi Sadar , ShahebBazar, University, Kajla, Upashahar, BISIC, Laxipur,
Sheroil, New Market, Boalia, Charghat, Godagari, Matihar, Puthia, Tanore,Durgapur,
Muladi, Bagmara, Mohonpur
Bogra, Bogra Sadar , Santahar, Kahalu, Majaree, Shibganj, Adamdigi, Dhunot,
Dupchachia, Gabtoli, Nandigram, Shariakandi, Sherpur, Shonatola
Rangpur , Rangpur Sadar , Kaunia, Gangachara, Haragas, Taraganj, Shampur, Paglapeer,
Pairsband, Mitaphukur, Pirgacha, Badarganj, Kaonia, Pirganj
Lalmonirhut, Lalmonirhut Sadar , Aditmari, Kaliganj, Hatibandha,
Patgram
Nilphamari , Nilphamari Sadar , Syedpur, Kishoreganj, Domar
Naogaon , Naogaon Sadar , Raninagar, Badalgachi, Mahadebpur, Manda, Patnitola,
Atrai, Niamatpur, Porsha, Shapahar
Pabna , Pabna Sadar, Ishwardi , Pakshi, Chatmohor, Shatia, Sujanagar, Bhangura, Bera
Panchagar ,Panchagar Sadar, Tetulia
Gaibanda , Gaibanda Sadar, Saghata, Gobindaganj, Polashbari, Fulchari, Sadullapur
Joypurhat , Joypurhat Sadar , Panchbibi, Kalai, Akkelpur, Khetlal
Jamalpur , Jamalpur Sadar, Bakshiganj , Islampur, Sharishabari
Thakurgaon , Thakurgaon Sadar, Pirganj
Natore, Natore Sadar, Boroigram, Gurudashpur, Singra
Kurigram , Kurigram Sadar, Nageswari
Chapai Nawabganj , Chapai Nawabganj Sadar, Shibgonj, Nachole, Gomastapur

14. Sherpur , Sherpur Sadar, Sreebari, Nalitabari
Dinajpur, Dinajpur Sadar, Birampur, Birganj, Birol,Chirirbandar, Fulbari, Ghoraghat,
Kaharole, Parbotipur, Bochaganj, Hakimpur, Nababganj
Shirajganj, Shirajganj Sadar, Raigonj, Tarash,Ullahpara, Belkuchi, Shahjadpur
SYLHET
Sylhet, Sylhet Sadar, Golapganj, Bianibazar, Biswanath, Goulabazar, Madhabkunda,
Akhlia, Laldighir Par, Gowainghat, Fenchuganj, Balaganj, Jakiganj
Maulvi Bazar, Maulvi Bazar Sadar , Barolekha, Afrozganj, Kulaura,Komolgamj,
Rajnagar, Srimangal
Habiganj, Habiganj Sadar, Madhabpur, Chunarughat, Nabiganj, Bahubal, Baniachong
Sunamganj, Sunamganj Sadar, Chatak, Jagannathpur,Derai
BARISAL
Barisal, Agailjhara, Barisal Sadar , Babuganj, Bakerganj, Banaripara, Gauranadi, Muladi,
Wazipur, Mehendiganj
Barguna, Barguna Sadar , Amtali
Bhola, Bhola Sadar, Daulatkhan,Bhorhanuddin, Chorfashion, Lalmohon
Patuakhali, Patuakhali Sadar , Kalapara, Golachipa, Bauphal, Mirjaganj
Pirojpur, Pirojpur Sadar, Bhandaria, Mothbaria, Swarupkathi
Jhalkathi, Jhalkathi Sadar, Nalchithi, Rajapur
This color Legend under AIRTEL network

15. Research & Development
We have made no compromise on investments required for research and
development. With a projected capital expenditure of over US $700 million, Airtel
Telecom has been set up to provide a premium quality GSM service, which will reach out
to most parts of Bangladesh by the end of 2007.
Our place at the technological frontier
Airtel 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)

16. •
State of the art IP based contact center and leading data center
Exclusive Customer Care
Our mandate for doing businesses by keeping customers at the forefront is reflected
in our ‘one stop’ concept for all your telecom requirements. We have the maximum
number of Sales and CustomerServiceCenters 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 you support in any area- all to make sure that
your communication experience with use is facilitated in the smoothest way possible
Best Practices
We 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
Airtel 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, we 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.
Policies
Airtel Telecom believes in working with strategic partners and employees for long
term relationships. As a consequence of the above Airtel Telecom is looking for the
following to deliver its vision: Strategic vendors and partners to assist in rolling out these
services in a timely and efficient manner with a focus on turnkey solutions and premium
propositions; Strong partners to assist in launching these services and creating effective
sales & marketing / business development opportunities for all to operationally and
financially gain; Consultants and experts to help deliver this vision; Well rounded
employees who wish to become part of this adventure.
MAJOR INVESTMENTS
•
•
•
Bank Alfalah Limited: Fully licensed commercial bank with operation in the
major financial areas of Bangladesh. They also have many branch networks in
Pakistan.
United Bank Limited: A leading commercial bank in Pakistan with a vast branch
network of approximately 1,100 branches including 23 international branches.
Alfalah Exchange Company: Fully licensed exchange company in Abu Dhabi

17. •
•
•
•
•
•
•
•
Iranian Sanden Industries PJS Co.: A joint venture with Sanden Singapore to
manufacture car air conditioners in Iran. The project has the capacity to produce
up to 300,000 air conditioning units per annum
J.C. Maclean and Co.: Manufacturers of high quality furniture
Neo Pharma LLC: Manufacturers of pharmaceutical products
National Telesystems and Services (NTS): A joint Venture with Bin Jaber
Group Ltd. and Thales International Middle East Holding S.A.L.
Al Jazira Management Mall: Management joint venture
Abu Dhabi Vegetable Oil Company: Manufacturer of edible oils
Nama Development Enterprises: Representation of leading companies in the
UAE in the field of oil and gas, engineering, equipment suppliers, consultants etc.
Wholly Owned Properties and Companies
•
Le Royal Meridien Hotel, Abu Dhabi, previously known as the Abu Dhabi
Grand Hotel is a 5-star hotel in the heart of Abu Dhabi. It will soon be offering
300 deluxe Rooms, suites and other facilities.
•
Dhabi Contracting: A special category construction company
•
Dhabi Drilling Offshore Rig operations in collaboration with Sedco Forex
•
•
Al Ain Palace Hotel: A 4-star hotel in Abu Dhabi Enterprises
Leasing: Leasing a number of groups and real estate properties across Abu
Dhabi.
BUSINESS STRUCTURE & STRATEGY OF Airtel Telecom
AIRTEL TELECOM TEAM
Mr. Muneer Farooqui
Chief Executive Officer
Mr. Muneer Farooqui is the CEO of Airtel Telecom International Ltd. He is
holding a Master degree in Computer Science from Preston University, USA. He has
professional experience of more than 16 years of continuous advancement and expertise
in process re-engineering, CS, sales, international business, product support & systems
implementations.
Mr. Mumtaz Ahmad Khan, Ph.D
General Manager HR & Admin
Mr. Mumtaz Ahmad Khan is General Manager Human Resource &
Administration in Airtel Telecom International Limited, Bangladesh. He bags over thirty

18. five years of varied and multidimensional experience where his major work association
has been with the telecom sector. He is PhD in Human Resource Development (HRD)
Mr. Ashraful H. Chowhdury
General Manager of Govt. & Operator Relations
Mr. Ashraful H. Chowhdury is the General Manager of Government and Operator
Relations. Hehas 22 years of experience in Private Sector Business Development, HRD
Management & Personnel Administration, Project Management & Corporate
Communication, International Marketing and Export Development, ICT &
Telecommunication Project Management in South Asia, Europe, Scandinavia, North
America and the Caribbean.
Mr. Mahboob Hossain
General Manager, Sales Division
Mr. Mahboob Hossain is leading the Sales Division of Airtel Telecom International
Limited. His work experience in telecom sector is around ten years. Prior to joining
Airtel, he was heading Direct Sales of the Sales Discipline in Grameenphone. He has also
been a part of RANGS Electronics where he was taking care of the operations pertaining
to sales and marketing.
Mr. Yasir Ishaq Ansari
Chief Information Officer
Mr. Yasir I. Ansari is the CIO of Airtel Telecom International, Bangladesh. He bags
15 years of Systems Engineering and Management experience in IT and Data networking
with “Tier 1” technology firms. Expertise in design, commissioning, policy making and
delivery of cost-effective, high performance information technology infrastructures and
applications to address complex business problems.
Mr. Amyn Merchant
Chief Financial Officer
Mr. Merchant possesses 15 years of long and enriched international financial
management experience in various celebrated companies like, Ernst & Young and
Advanced Telecom Co – a pioneer prepaid calling card Company, in Saudi Arabia,
British Telecom – in Saudi Arabia.

19. MARKETING DEPARTMENT
Marketing is one of the core departments of any Telecom industry. Marketing consists
of five divisions

20. Marketing
Segmentation and Strategy Marketing
Finance Marketing
Communications Marketing
Operations Loyalty
Each of above divisions consists of sections
Segmentation and
Marketing Operations
Marketing
Strategy Division
Division
Communications
Division
Masses Segment
Retail Operations
ATL
Youth Segment
New City Launches
Artworks designing

21. Female Segment
BTL
Postpaid Segment
Collaterals
Prepaid Segment
Event
Loyalty Division
Marketing Finance Division
Sales Records
Signing CEO notes
Issues related to payments
Preparing PRs
Keeping financial records
Segmentation and Strategy Division
Airtel Telecom has divided its segmentation and strategy division into five segments
on the basis of their characteristics. Markets consist of buyers and buyers differ in one or
more ways. They may differ in their wants, resources, locations, buying attitudes and
buying practices. The core concept behind companies using marketing segmentation
concept is to divide large homogeneous markets into smaller segments that can be
reached effectively and efficiently with products and services that satisfy needs, wants,
desires and trends of certain segment.
Characteristics that govern segmentation and strategy development in Telecom
industry specifically mobile services according to a certain segment are
•
•
Age
Educational background

22. •
•
•
•
•
•
•
•
•
Gender
Income
National, regional or other geographical areas of origin
Social class
Religion
Culture
Behaviors
Population
Tele density in area to be segmented
Process Flow in Marketing Department
Develop an idea that would satisfy the above considerations. The idea can be
•
Development of a product or service; that idea is then shaped in the form of the
product or services with the help of Products and Services department, I.T and
Engineering departments to develop a product or service.
•
Event to improve sales, public relations, brand awareness e.g. events such as
Kabaddi Takkar Series between Pakistan and India in collaboration of Pakistan
Kabaddi Federation, Tape Ball tournament and Concerts.
After getting the idea approved by the authorities by preparing a feasibility report.
The next step is to get documentation done for idea conversion costs.
•
Idea Conversion Costs that note and getting it approved by the authorities. After
getting the idea approved will be incurred in converting an idea into reality. This
step includes developing a CEO note. CEO note is developed with the help of
departments related to the project.
•
Artworks, TVCs elaborating the ideas are designed by the communications
department and then it is forwarded to marketing operations for execution of
ideas.
Sections of segmentation and strategy Division
•
§
Postpaid Segment Section
Postpaid Segment is the one which includes individuals with good income and
usage more than that of prepaid customers. Postpaid customers
•
•
•
•
Pay bill at the end of month depending on the service used.
Pay specific amount in line rent every month, no matter they use service or not.
Enjoy better range of value added services than prepaid customers.
Postpaid Segmentation Section designs marketing activities to better satisfy the
needs of postpaid consumers.

23. •
Masses Segment Section
Masses Segment is the biggest segments involving most no of people. Masses
segmentation section develops marketing ideas and activities to perform, so that masses
customers enjoy maximum benefits. Consumers from masses segments use relatively
less. Masses customers
•
•
•
•
Pay before using the service.
Enjoy basic and VAS services
Have less brand loyalty in most cases.
Ready to switch to other mobile services in case of cheaper services.
•
Female Segment Section
Importance of role of females cannot be overlooked in this modern era. That’s why
Airtel Telecom has also developed females segment as a separate segment. The role of
Female segmentation section is to develop ideas that would entertain female population
in Pakistan. Currently ongoing “Zem Baton ke committee Campaign” promoted by
Bushra Ansari is such an example.
•
Youth Segment Section
Youth drives a nation; similarly, youth is taken by cellular companies as a segment
which can drive other segments as well and affect trends of customers of other segments
too. If the youth is targeted in better way, lot of customers can be gained. Airtel
Floodlight Tape Ball tournament for youth segment is one of such examples.
•
§ Corporate Segment Section
Corporate segment is niche segment which can be source of great revenue for
organization. Corporate Segmentation section develops idea that can provide maximum
support and facilities to their most profitable segment. Ongoing “Black Berry Campaign”
is one of its examples. Corporate segments are provided with
•
•
•
•
Best possible VAS
Better rates
Security and Network Solutions
Corporate Series for employees
Marketing Operations Division
Marketing operations is the part of marketing that is responsible for executing the
ideas, turning scraps into whole and giving best possible finishing to the idea. Marketing
Operations slogan is “we are those, who execute ideas”. Airtel Telecom has divided its
marketing operations division into five parts and each part is responsible for carrying out
its related tasks. Everything that is seen in market from retailer facias to wall chalking,

24. event branding to billboards, pole signs to panels, road branding to posters, banners to
flyers, everything is done by operations. Artworks for the marketing collaterals are
provided by the marketing communications. Any execution mishandled by operations
team can result in failure of great ideas.
•
Retail Operations Section
Retail operations include branding done at retail shops; that includes facias,
availability signs at shops e.g. Easy load Availability. Retail operations is responsible for
•
•
•
Spotting the retail shops
Finalizing the terms and conditions for contracting
Installing Facias / Retail branding
•
New City Launches Section
A new city launch refers to the branding or marketing promotions whenever Airtel
has launched its service in a new city. The responsibility of this section is to create pre
launch hype and attraction once a service is launched. Branding options that are used so
often are
•
•
•
•
•
City Branding
Wall Chalking
Shutter Paints
Retail Fascia’s
Events
•
BTL (Below the line) Advertising Section
Below the line advertising section of Airtel typically focuses on direct means of
communication, most commonly direct mail, e-mail, hoardings, gantries, billboards, pole
signs, and traffic signs at prime locations to maximize response rates. Airtel Telecom is a
telecom company, so here direct mail and email can’t be used effectively. In case of
Airtel Telecom; the focus is on use of
•
•
•
•
•
•
Gantries
Billboards
Pole signs
Sponsoring traffic signs
Streamers
Hoardings
•
Marketing Collaterals Section
Airtel focuses a lot on effective use of collaterals to create hype for campaigns and
events. Marketing collateral, in marketing and sales, is the collection of media used to

25. support the sales of a product or service. These sales aids are intended to make the sales
effort easier and more effective. Airtel has a well maintained collateral section in
marketing operations division that is responsible for following collaterals supporting
Airtel promotions and campaigns
•
•
•
•
•
•
•
•
•
•
Tariffs
Flyers
Standees
Posters
Coupons
Catalogues
Visual aids
Web content
Brochures
Leaflets
•
Events
Airtel not only participates in events but also organizes such events and activities that
highlights its commitment to have good public relations, create brand awareness, taking
social responsibilities programs. Instances of such events include Airtel sponsoring OIC
IT and Telecom expo and conference 2008, taking part in ITCN 2008. These events
include sponsoring and organizing
•
•
•
•
•
tournaments
conferences
parties
seminars
CSR activities
Marketing Communications Division
Marketing communications in Airtel Telecom deals with artworks to be used in BTL
& ATL advertising, then its execution and broadcasting in print and electronic media.
Above the line is a type of advertising through media such as TV, cinema, radio, print,
banners and search engines to promote brands. Major uses include television and radio
advertising, web and Internet banner ads.
Marketing Communications division divided into two sub-divisions
•
ATL Section
The ATL section of marketing communication comprises of team responsible for
•
Preparing content for —

26. •
•
•
•
•
Artworks of campaigns
TVCs
MMR
Newsletters
Press releases for media
•
Contacting with—
•
Electronic media including Televisions, websites and webzines for issues related
to broadcasting TVCs and sponsorship
•
Print media including news papers and magazines for placing advertisement of
campaigns, giving press releases, sponsoring columns and special information
such as sports events, special occasion such as namaz timings, Iftar and sehri
timings
Artworks designing to be used in ATL and BTL
The artwork designing section is responsible for providing artworks to be used in
ATL and BTL advertising. The artwork designing section
•
•
Design artworks itself
Outsource artworks to different artworks designing agencies
Marketing Finance Division
Airtel has a division in marketing department that is responsible for financial activities
incurred related to marketing promotions, campaigns, and events. It is not a big division;
its main purpose is to act as interface b/w marketing and finance departments.
Marketing Finance is responsible for
•
•
•
•
Signing CEO notes from authorities
Preparing PRs
Keeping financial records of costs incurred
Issues related to payments of vendors as per invoices
Loyalty Division
Loyalty division of Airtel Marketing Department designs marketing programs to
benefit the loyal customers that can be prepaid customers, but in most cases Post-paid
and Corporate clients. Loyalty programs are structured marketing efforts that reward, and
therefore encourage, loyal buying behavior which is potentially in benefit of Airtel.
Loyalty benefits can include loyalty card, rewards card, point’s card, advantage card, or
club card. Examples of such programs are McDonalds Campaign. Loyalty division is
responsible for

27. •
•
•
Identifying loyal customers
Designing marketing programs to benefit the loyal customer
o Keeping up-to-date profiles of loyal customers: their buying records and
patterns
Carrying out regular campaigns for the post-paid and corporate clients
SALES AND CUSTOMER SERVICES DEPARTMENT
Business Overview
Airtel has eleven customer care centers around the country located at key locations.
These centers are directly run by Airtel itself. Airtel has another 120 franchises spread
across Bangladesh, the largest chain of retail outlets in the country, which is further
backed up by a chain of sub-franchises, affinity partners & distributors. SIM Cards,
Scratch Cards and sometimes mobile sets are sold at these outlets. Bill collection for post
paid users and Zem top up for pre-paid users can also be availed at the franchises. These
franchises directly appoint dealers and sub-dealers in their designated areas
Business Center of Airtel Telecom International.
SL No
Business Center
01
Address
Tajwar Center
Tajwar Center
House#34 Road#19/A, Banani, Dhaka 1213
ASA Tower (Ground Floor)
02
ASA Tower
23/3 Khilji Road, Shyamoli Dhaka-1207
Novera Square
03
Novera Tower, Dhanmondi
Road #2 House#5 Dhanmondi, Dhaka
04
Motijheel
64/1, Purana Paltan Motijheel Commercial Area,
Dhaka 1000

28. Quaderi Chember,
05
Quaderi Chamber, Chittagong
37 Agrabad Commercial area, Chittagong
Rahman Tower,
06
Rahman Tower, Sylhet
House#A/2 Bangabir, Naiorpool Sylhet
Dolphin Housing,
07
Dolphin Housing, Bogra
Jaleshwaritola, Bogra 5800
Uttara Business Centre,
08
Siaam Tower, Dhaka – Mymensingh Road, Plot No.
15, Sector-3,
Uttara
09
Cox’s Bazar Business Center
Hotel Sayeman (Ground Floor) Baharchara,
Cox’sBazar – 4700.
8
CUSTOMER CARE DEPARTMENT OF AIRTEL TELECOM
CORE DEPARTMENTAL OBJECTIVES TO ACHIEVE AIRTEL VISION
Provides effective and accurate front line and back office customer care and support
to provide a high quality service:
•
•
•
•
•
Researching and resolving customer-highlighted issues and problems.
Overseeing direct sales at the CCC (Customer Care Centre)
Retain valuable customers for the company as well as generate revenue and
increase company’s profitability.
Maintain a management culture of high performance and strong accountability
Treat customers with courtesy, respect and consideration at all times

29. Customer Care Department
•
CUSTOMER CARE CENTER (CCC):
Units Organ gram
•
Manager
•
Supervisor
•
Senior Customer Care Specialist (SCCS)
•
Customer Care Specialist (CCS)
•
Customer Care Representative (Coordinator)
Administrative Issues
•
Types of Form
– Pool Phone
-Trouble Report
– User ID
– New IT Product
– Annual Leave
– Casual Leave
– Medical Leave
– Medical Expense Claim

30. – Overtime on Rest Days &
- Public Holidays
– Travel Request
– Travel Claim
•
Dress Coat
Male:
Formal Trouser
Formal Shirt
Tie
Only Shoes
Female:
Well Outfit
(Avoid jewelries like: fancy ear ring, fancy chain, excess bangles)
•
Roster
4/15days in 2 weeks
•
Open Hour:
CCC: 10:00am – 6:00pm
(Except Friday & Government holiday)
SSU: 9:00am – 01:00am
(Except Friday, Saturday & Government holiday)
Care line: 24hrs/7days in a week
Available supplementary services
Sl. No.
Description

31. 1
Call Forwarding
2
Call Waiting / Holding
3
Caller Line Identification Presentation (CLIP)
4
Call Conference – 7 Parties
5
Voice Mail Service (VMS)
6
Short Message Service (SMS)
7
Itemized Bill / Call Details Bill – On demand
8
Call Barring – On demand
Tariff Plan – VAS
Service
Charges
SMS – 160 characters
Tk. 2.00
SMS email – – 160 characters
Tk. 2.00
SMS ADDA
Tk. 2.00
Ring tone & Logo
Tk. 9.00
Cricket update
Tk. 2.00
Taxi Cab
Tk. 2.00
Joke
Tk. 2.00
Horoscope
Tk. 2.00
Weather report
Tk. 2.00
Quote (Love, Fun, Birthday, Friendship)
Tk. 2.00
Emergency (Police, Ambulance, Fire brigade)
Tk. 2.00
Call conference
Standard tariff

32. •
Voice Mail Retrieval
SUPPORT SERVICES UNIT:
Standard airtime
Topics to be covered•
•
•
•
•
•
•
•
•
•
•
•
•
•
What is SSU
Objective of SSU
Vision of SSU
Mission of SSU
Key information
Systems in use
Charges of various services
Bill group
Code of conduct
Functions of SSU
Agent wise performance report
Monthly report
Name of distributors
SSU work flow
What is SSU?
A core unit in CCD which provides all the support to the other units of the
department to achieve the objective of the department
Objective:
To provide prompt and effective services to all the Airtel customers in order to
achieve their satisfaction.
Vision of SSU:
To participate in company’s growth by satisfying customers needs in order to retain
loyal customers and increase subscribers base for company’s profitability.
Mission of SSU:
To support the other units of CCD to work closely as a team and also individually to
achieve highest customer satisfaction.

33. Key information:
•
•
Office Hrs of SSU : 10am-6 pm (Sunday-Thursday)
Employees:
—14 CCR
—2 for filing
•
Our Customers
—Internal
—External
Three key functions of SSU
•
Activation
•
Fresh Registration
-Pre paid
-Post paid
•
•
•
•
•
•
•
•
•
•
•
•
•
Re-registration
SIM change
Itemized Bill
Address change
Package Migration
Region change
Transfer of ownership/subscription
Security Increase/Decrease
Voluntary Termination
Temporary Blockage
Billing adjustment
SIM change
VAS
-CLIR (not available)
-CLIP
-Special number selling
-Call Barring from Handset

34. •
Communication with customers
•
•
•
Bill related complaints
Termination
Other issues
•
Bill Distribution Management
•
•
•
•
•
Monitoring Couriers
Follow up of courier reports
On line reports from courier
Handling complaints passed through CL/CCC
Verifying courier bills
SSU work flow:
CARELINE, CALL CENTRE
Basic hardware of CallCenter
•
•
•
•
•
•
•
IVR : Interactive Voice Response (n/a)
ACD : Automatic Call Distribution (Ericsson)
IP : Internet Protocol (Web Based) (n/a)
PABX System (n/a)
Extensions: (phone set)
Wallboard Display (n/a)
Reporting software : Business Phone

35. Basic
Structure
of
a
Flow Chart
How customers get Help
•
Call From Airtel mobiles (786)
•
•
Call from any other mobile + Airtel (01678600786)
Log on to customerservice@Airteltel.com.bd
CREDIT MANAGEMENT UNIT
What is CCM?
•
It’s an intelligent device
Call
Center

36. •
It’s speak of Revenue which is ultimate Goal of the company
•
Its based on a Credit policy as well as rational judgmental procedure
Basic Guidelines
For entertaining request through Module
•
Be logical in requesting Entry for release
•
Analyze on customers payment history
•
Cautious for requesting release for newly active customer
•
Please refer back to the supervisor if the due amount is excessively high which
shouldn’t be the case as per policy
Some Terminology Used by CMU
•
Credit Limit : Usual Standard is 125% of Deposit Level
•
Call Bar : Block Outgoing Calls
•
Disconnection : Block both outgoing Calls & incoming Calls
•
Verification Bar : Bar for internal verification purpose
(Strictly advised to refer Supervisor for this case)
•
Termination : Permanent suspension of service
Module Overview
•
Log on & Log off
•
Your activities is tracked by module
•
Each segment of module will be able to give indication of queries related to
service Status.
•
No special entry through module.

37. Three Major Key Functions
CMU has 3 major functions
•
•
•
Credit Operation
Collection
Recovery
Credit Operation
•
Ensure regular credit follow-up action & necessary prerequisites before credit
actions
•
Execute Credit Action’s (Call bar, /Disconnection) after completion of above
activities.
•
Strictly observe that all activities are as per set Credit Policy of the company.
•
Reconciliation & verification of all Credit functionalities at every level & ensure
all functionalities are in right track as to secure company’s revenue.
•
Recording of any problems related to Credit actions & adopt appropriate
measures.
Ensure that receivable of the company is entered in the billing system timely &
accurately.
Performance monitoring of the collecting agent for Airtel
Close interaction with Operation Unit & to ensure right indication to them in case
of any irregularities for updating payment. Customers shouldn’t suffer from any
wrong /unjustified Credit Action
Monthly reporting to Finance.
•
•
•
•
Recovery
•
Ensure all routine follow-up action (At Primary Level – Reminder letters,
Secondary reminders- Contact over phone /physical if possible.
•
Analysis on Recovery Trend & decides on next course of action ( whether legal
action can be taken)
•
Recovery performance report.

38. Role/involvement with other Department
1) Internal
Sales & Marketing
– Distributor related issues
– Information about New packages / Tariffs
Accountant & Finance
– Payment receipts for Pre and Post paid sales from distributors,
CCC
– Monthly Collection Report / Deposit Refund etc
– Courier payment related issues
– Inquiries regarding payroll/bonus/overtime/travel expense
Administration
– Office Supply Request
– Logistics Support.
Billing & IT
- Pre and Post paid system related issues
– Technical support regarding network (WAN/LAN / PMO)
•
PMO is very strict on the company policy to maintain confidentiality of the
organization. The aim is to organize the company always on a very smooth flow.
•
PMO is monitoring the status of every planned program of every department;
ensure the requirements fulfilled to meet the challenges to achieve the success for
the company.

39. 2) External Banks
ü To monitor the performance of overall collection system for Airtel.
ü Support related with loopholes/discrepancies inherent in the billing/module Design &
further customization of module if required.
ü Requisition of new IT products (PCs, Printer, etc)
HR
ü Recruitment /Training/ Leave /Travel/ Compensation
NSS/MSC
ü Network related issues
ü Status in HLR / Provisioning status etc
ü VAS related issues
ü Scratch card recharge problem issues
PMO
ü PMO is very strict on the company policy to maintain confidentiality of the
organization. The aim is to organize the company always on a very smooth flow.
ü PMO is monitoring the status of every planned program of every department; ensure
the requirements fulfilled to meet the challenges to achieve the success for the company.
THEORIES IMPLEMENTATION AIRTEL TELECOM
IN DEPTH SOWT ANALYSIS
In order to find what are the strengths, weaknesses, opportunities and threats faced by
Airtel Telecom International. How can they increase their market share in Bangladesh
Cellular industry?

40. The SWOT Analysis of Airtel Telecom is given below.
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Strengths of Airtel
Superior product quality for
customers
Better customer relationship than
competitors
Extra features and services
Committed and efficient staff
Strong financial base
Products innovations ongoing
Good reputation among customers
Good packages according to the
target market
Management is rational and
understanding the situation
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Low price as compared to quality
provided
Opportunities for Airtel
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Weaknesses of Airtel
Less time in market as compared
to major competitors
Less coverage as compared to
major competitors
Less experienced employees than
competitors
“Seth organization”
Not able to capitalize on start
A developing market
Mergers, joint ventures or strategic
alliances
Could develop new products
Extension to overseas
Decline of major competitors
Technologically better environment
New launches
More customers after re launch
Threats for Airtel
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Emerging companies in market
Unstable political conditions
New companies in market
High public expectations
Low prices of competing brands
LEARNING AS A STUDENT
Duties
This program was designed to accomplish three objectives. These objectives were
identified through a closer interaction and exchange of views with the management of
CS. The objectives are as follows:

41. •
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Mystery survey at different mobile operators Business Centers in order to observe
the
Overall impression of the Customer Service Representatives (CSRs).
To find out the satisfaction level of Airtel Telecom’s subscriber.
Compare Airtel with other operators Customer Services.
Target Groups
During my internship I used to visit the following target groups:
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Airtel Telecom international limited
Grameen Phone
Aktel
Banglalink
City cell
Method of Survey
Based on the topic chosen, my supervisor was assigned me to visit different Business
Centers of all the mobile operators to show the current status of their Customer Service
Divisions. The prime functions and activities of the Airtel Quality Assurance department
is control all the activities of the Customer Service department which includes
CentralizedCallCenters, CustomerRelationsCenters, BusinessCenters and Franchises.
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Project Planning
Questionnaire & Evaluation Form Preparation
Train the Surveyor
Sampling & Perform the Survey
Data Entry & Validation
Database completion & Data Analysis
FINDINGS FROM AIRTEL TELECOM
Reception
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Most of the cases Greeters are available
The Greeters are not welcoming
The Queue Machine was not working properly
Greeters should be Welcoming & Friendly
Training on Greeting & Gesture will help us to achieve maximum service quality
CSR Performance
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CSRS are not attentive to the customers and most of the cases more interested in
side talking, SMS Checking
There is a significant Lack of Product Knowledge

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Attitude of the CSR are not friendly & welcoming
The way of Talking of the CSR are failed to ensure good Customer Experience
CSR are not proactive
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Immediate Training on Customer Service Etiquette is necessary
CSR should stop interacting with each other and should not use Cell phone for
personal use while serving customers
First Contact Resolution
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The knowledge level of the complex situation handling are not similar
Failed to provide complex queries solution
Daily Refreshers on Top Queries will help them to provide more efficient and
effective service
Overall Business Center Performance
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Banani & Uttara Business Centers’ performed best
OverallBusinessCenter service delivery is very late
MotijheelBusinessCenter is very uncomfortable due to Temperature and Crowd
Waiting Time is high
DhanmondiBusinessCenter is too small so most of the time customers need to
wait outside business center. We can
Decorate with plants and arrange some sitting arrangements so that they Can
relax
DhanmondiBusinessCenter is too small so most of the time customers need to
wait outside business center.
Decorate with plants and arrange some sitting arrangements so that they can relax
while waiting
More AC needs to be setup for comfortable environment as customers need
to wait long for service
CONCLUSION AND RECOMMENDATIONS
With some changes at higher level including advisor to CEO, G.M Marketing much
has improved this year in Airtel Telecom market rating. Airtel Telecom certainly has
potential to capture good market and to give tough time to the competitors, but for this at
least following steps should be taken
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Airtel telecom is offering cheap rates for its prepaid and postpaid customers as
compared to its competitors but the main area they are lacking is the way to
communicate it to customers.

43. •
Seth Culture should be avoided.
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Network should be enhanced to much more cities.
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There should be consistency of brand ambassadors, jingles, colors and graphics in
their print and electronic media ads to create strong brand recognition.
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More regional departmentalization should be there, so as to create strong presence
and market analysis at regional levels.
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More staff to should be hired in some departments to meet the requirements.
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There should be more decentralization and employees should be encouraged for
their ideas.
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Compensation and benefits plans should be revised, as it can be used as a very
important tool to create motivation in employees.