Customer satisfaction of level towards airtel call center is challenge and potentiality by Md Papon

â&#x20AC;&#x153;Customer satisfaction of level towards airtel call center is challenge and potentialityâ&#x20AC;?.

1.1Introduction: Airtel Bangladesh Ltd. is a GSM-based cellular operator in Bangladesh. Airtel Bangladesh is the sixth mobile phone carrier to enter the Bangladesh market, and launched commercial operations on May 10, 2007. Warid Telecom International LLC, an Abu Dhabi based consortium, sold a majority 70% stake in the company to India's Bharti Airtel Limited for US$300 million. Bharti Airtel Limited will take management control of the company and its board, and rebranded the company's services under its own Airtel brand from 20th December, 2010. The Bangladesh Telecommunication Regulatory Commission approved the deal on Jan 4, 2010. In January 2010, Bharti Airtel Limited, Asiaâ&#x20AC;&#x2122;s leading integrated telecom services provider, acquired 70% stake in Warid Telecom, Bangladesh, a subsidiary of the UAE-based Abu Dhabi Group. Bharti Airtel is making a fresh investment of USD 300 million to rapidly expand the operations of Warid Telecom and have management and board control of the company. This is the largest investment in Bangladesh by an Indian company. Dhabi Group continues as a strategic partner retaining 30% shareholding and has its nominees on the Board of the Company. The new funding is being utilized for expansion of the network, both for coverage and capacity, and introduction of innovative products and services. As a result of this additional investment, the overall investment in the company will be in the region of USD 1 billion. On July 19, 2007 Warid Telecom announced in major dailies of having achieved one million subscribers in the first of 70 days of operation. As of December, 2009 Warid has secured 2.99 million subscribers and is ranked fourth among the six operators. 1.2 Origin of the report:

To prepared this report as a part of fulfillment of my practicum which is an integral part of the BBA program under the department of Finance in the faculty of College of Business Administration of International University of Business Agriculture and Technology. This subject is 9 credit hours course and duration is four months. This report is prepared for Prof. Dr. M Alimullah Miyan, Chair, CBA, IUBAT. The main objective to do internship is gathering practical knowledge before beginning the job career. As an intern, to worked in Call Center of Airtel Bangladesh for 3 months. And during my internship period I got the opportunity to perform different task related with customers satisfaction and these broaden my own perception about the operation of the company. During the internship was placed in Call Center department of Airtel Bangladesh under Farhana Yasmin (Supervisor). During this period used observation capability and gained lots of practical experiences about customer satisfaction and challenges towards call center. 1.3 Statement of the problem: •

Find out the lacking of existing marketing strategy of airtel.

•

Analyzing customers in Bangladesh.

•

Incompatibility of collected data from different sources

1.4 Purpose of the study: The main purpose of this report is to examine the functions, performance and its challenges and potentialities of call center of Airtel Bangladesh. And also, to evaluate the potential market, market share, services, current performance s, and overview of call center of Airtel Bangladesh. 1.5 Significance of the study: This study is important because from this analysis readers can be known well about key activities of call center of Airtel Bangladesh. All these information, which are included in this report, will help the management to identify various scopes and limitations of the company. This study deals with the department of call center of Airtel Bangladesh Ltd. This study will also focus management structure, different tools and techniques of call center department, asset management, and also key functional activities and so on. also focused on the past and present performances of the company. •

To study the importance and development of tele – communication industry in today’s scenario.

•

To understand the various Marketing Strategies where Airtel has adopted to survive in highly competitive cell phone industry.

•

To make a comparative study of the major players in Bangladeshi Service Provider

1.6 Objectives: The overall objective of this report is to find out the causes why airtel is not getting enough customers and finding out some new ideas that would be helpful to develop new marketing strategy to increase the number of customer as well. Some other specific objectives are: In providing an analysis of the behavior of the customers of airtel, the report’s objectives will be explored the following specific areas:



To study the market of Airtel Industry in big scale sector.



To identify the demand of customers.



Identifying the target customers for the “airtel”.



Identifying the challenges faced by call center of airtel



Marketing mix adopted by airtel to influence customers.



To identify the issues regarding customers satisfaction.



To identify the difference in market performance of Airtel lindustry.



Internal and External factors influencing behavior of airtel customers.



Focusing services provided by call center of Airtel Bangladesh.



Finding the lacking and proving necessary recommendations.

1.7 Limitations: Every attempt will be taken to obtain the error free and meaningful result but as nothing in this world is 100% perfect and believe that there will still the chance for error on account of following limitations(1) Respondent’s unavailability (2) Time pressure and fatigue on the part of respondents and interviewer. (3) Courtesy bias. (4) In few cases was not given the specific information which was very important. So I had to be initiative and use assumed information which is not 100% appropriate. (5) Also I faced time limitations because 3 month was not enough to prepare this report.

1.8 Activity:

The duration of finding out the results of customer’s satisfaction on conducted from personal interview by questionnaire shown in the pie chart.

1.9 Company Information: In January 2010, Bharti Airtel Limited, Asia’s leading integrated telecom services provider, acquired 70% stake in Warid Telecom, Bangladesh, a subsidiary of the UAE-based Abu Dhabi Group. Bharti Airtel is making a fresh investment of USD 300 million to rapidly expand the operations of Warid Telecom and have management and board control of the company. This is the largest investment in Bangladesh by an Indian company. Dhabi Group continues as a strategic partner retaining 30% shareholding and has its nominees on the Board of the Company. The new funding is being utilized for expansion of the network, both for coverage and capacity, and introduction of innovative products and services. As a result of this additional investment, the overall investment in the company will be in the region of USD 1 billion. This is Bharti Airtel’s second operation outside of India. The company launched its mobile services in Sri Lanka in January 2009 on a state-of-the-art 3.5G network. The company crossed the 1 million customers mark within six months of launch on the back of innovative offerings as well as rapid expansion of network coverage and distribution. 1.10. Background In December 2005, Warid Telecom International LLC paid US$ 50 million to obtain a GSM license from the BTRC and became the sixth mobile phone operator in Bangladesh. In a press conference on August 17, 2006, Warid announced that its network would be activated two months ahead of schedule, in October, 2006. Again in October, 2006 Warid Telecom put off the launch of its cell phone services in Bangladesh until April, 2007 after its major supplier Nokia walked out on an agreement over a payment dispute. Warid had a soft launch at the end of January 2007. It gave away complimentary subscriptions among a selected group of individuals, whose job was to make 'test calls' and the operator adjusted its network's quality based on their comments. On May 9, 2007, Warid in an advertisement in some daily newspaper stated that it would be launching publicly on May 10, 2007. However, neither call rate nor any package details were revealed. The advertisement included an announcement for the people interested to buy Warid connections to bring the documents like ID Card, etc., to the designated franchise and customer care centers. On October 1, 2007, Warid Telecom expanded its network to five more districts raising total number of districts under Warid coverage to 56, said a press release. Mymensingh, Jamalpur, Sherpur, Rajbari and Narail towns were covered by Warid network.

On November 10, 2007, 61 districts under Warid network coverage. On June 10, 2008, Warid Telecom expanded its network to 3 more districts Bandarban, Khagrachhari and Rangamati. Now all 64 districts of Bangladesh are under Warid network coverage meaning Warid Telecom now has nationwide coverage. On December 20, 2010, Warid Telecom was rebranded to airtel.

1.11 Vision By

2015

Airtel

will

the

most

loved

brand,

enriching

the

lives

millions.

"Enriching lives means putting the customer at the heart of everything we do. We will meet their needs based on our deep understanding of their ambitions, wherever they are. By having this focus we will enrich our own lives and those of our other key stakeholders. Only then will we be thought of as exciting, innovation, on their side and a truly world class company. 1.12 Mission: “We at airtel always think in fresh and innovative ways about the needs of our customers and how we want them to feel. We deliver what we promise and go out of our way to delight the customer with a little bit more”. 1.13 Our values: •

Customer service focus

•

Empowered employees

•

Innovative services

•

Cost efficiency

•

To be transparent and sensitive in our dealing with all stakeholders.

•

Continuously improve our services.

1.14 Company Profile: Airtel Type

Private Company

Industry

Telecommunication

Founded

2005

Headquarters

House 34, Road 19/A, Banani, Dhaka 1213, Bangladesh

Key people

Chris Tobit, CEO

Products

Telephony, EDGE, GPRS, GSM

Revenues

117.213 billion (US$2.61 billion) (2010)

Operating income

21.771 billion (US$485.49 million) (2010)

Net income

18.282 billion (US$407.69 million) (2010)

Total assets

856.142 billion (US$19.09 billion) (2010)

Total equity

502.603 billion (US$11.21 billion) (2010)

Parent

Bharti Airtel 70% and Warid Telecom 30%

Web site

http://bd.airtel.com/

Table 1: Short Profile of airtel

1.15 Organizational Structure: Chairman and Managing Director CEO JMD & CEO President Enterprise Service Business Director President Mobile Service

President Tele media Service Executive Director Network Service Group Executive Director Supply Chain

Executive Director Human Resource

Executive Director Finance

Director Legal & Regulatory

Director IT

Director Marketing Director Internal Assurance

Manager Marketing Manager Advertising Manager Promotion

Figure 1: Organizational Structure

1.16 Management: •

Chris Tobit, CEO

•

Krish Shankar, Director, HR

•

Joachim Horn, Executive director, Network

•

Rubaba Dowla Matin, Marketing Manager.

•

Polash Mojumder, Head of Quality Control.

2. Marketing Mix:

2.1 Airtel Product:

Fig2: Classification of product of airtel.

2.1.1. Airtel Prepaid

In our airtel world, you are never far from what you love Different people love different things. To cater to all your needs, airtel offers you 4 different packages in one prepaid connection. ADDA Product Info: You are the kind of person who loves to keep in touch with a close group of friends. You like to browse the net when bored and make the most of your time on your phone. 'adda' will give you maximum fnf and all that at fantastic rates. To select this package:

• •

Type 'A', and send to 7353, or just dial *121*8*1# to select your 8 fnf (any operator) for endless chatting hours. To add fnf: type 'add desired number', and send to7353.

24 Hours Tariff Voice Calls Outgoing: (in Tk. per min) Airtel

TK 0.59

other operator

TK 1.19

airtel fnf

TK 0.29

other operator fnf

TK 0.69

SMS Calls Outgoing: (in Tk. per SMS) Airtel

TK 0.49

other operator

TK 0.49

airtel fnf

TK 0.29

other operator fnf

TK 0.29

Other Facilities Number of FnF

Pulse

30 Sec

Table 2: Tariff of adda package Instant cash back Everyday usage

Tk 5

10Tk

20Tk

40Tk

Instant cashback

Tk 1

Tk 3

Tk 6

Tk 12

GOLPO If you are someone who loves making long conversations, our 'golpo' package with 24 hrs flat tariff to any number is something you will fall in love with. Talk to any number anytime at a fixed flat rate. To select the package: • Type 'G', and send to 7353, or just dial *121*8*2#.

ours Tariff Calls Outgoing: (in Tk. per min) TK 0.77

operator

TK 0.77

fnf

N/A

operator fnf

N/A

Calls Outgoing: (in Tk. per SMS) TK 0.39

operator

TK 0.39

fnf

N/A

operator fnf

N/A

Facilities ber of FnF

N/A 60 Sec

nt cash back day usage

Tk 5

10Tk

20Tk

40Tk

nt cashback

Tk 1

Tk 3

Tk 6

Tk 12

Table 3: Tariff of Golpo Package

KOTHA Share every little moment with the ones you love with airtel 'kotha'-the package plan with 1 sec pulse from the very first second. â&#x20AC;˘ Activate your airtel prepaid and enjoy 1 second pulse to any operator. to select the package, type 'K', and send to 7353, or just dial *121*8*3#. 24 Hours Tariff Voice Calls Outgoing: (in Tk. per min) airtel

TK 0.59

other operator

TK 1.19

airtel fnf

N/A

other operator fnf

N/A

SMS Calls Outgoing: (in Tk. per SMS) airtel

TK 0.29

other operator

TK 0.49

airtel fnf

N/A

other operator fnf

N/A

Other Facilities

Number of FnF

N/A

Pulse

1 Sec

Table 4: Tariff of Kotha Package Instant cash back Everyday usage

Tk 5

10Tk

20Tk

40Tk

Instant cashback

Tk 1

Tk 3

Tk 6

Tk 12

Newly Launched in Airtel Prepaid DOLBOL Now join your own community & talk at the lowest rate! Airtel is proud to introduce to you ‘dolbol’, a one of its kind offer you can join your own community and talk @ the lowest rate of 29 paisa/min within your community members. It also offers a bundle other facilities that you were looking for. Here the offer goes: •

where of

‘Dolbol’ offers:

feature voice call Sms Pulse fnf feature Gprs

community BDT 0.29 BDT 0.29

tariff(excluding vat) onnet BDT 0.59 BDT O.49 30 seconds no fnf 0.015paisa per kb

Offnet BDT 1.19 BDT 0.49

Table 5: Dolbol offers • Switching between packages You can switch between the packages on offer. When you switch from one option to another, the benefits under the previous option will automatically be changed to the new one.

2.1.2 Airtel Postpaid Airtel exclusive Product Info Airtel exclusive brings you the highest fnf features and 1 second pulse that will enable you manage your calls efficiently. 1. This package is available for new acquisition

2. Regular Classic, advantage & super benefits customer will be able to migrate to this new package and also migration from Exclusive package to Classic, advantage package is possible but exclusive package to super benefits will not be possible. Figure 3: Classification of airtel Postpaid 3. Only the customers from super benefits package will be able to migrate to exclusive package through short code 3136 at FOC (free of cost). Customer will write ‘Exclusive’ and send to 3136 4. No use no bill policy will prevail as it is for the postpaid packages. if a postpaid customer does not make any activity during an entire bill cycle, the minimum commitment will not be applicable in the month‐end invoice. • Connection Price: BDT 1250 • Credit Limit: BDT 1100 Airtel classic Product Info Airtel classic offers you flexible tariff plans which will help you to explore a wide range of services and keep overall cost to a reasonable limit. Modalities: 1. Existing customers can continue with their current packages or migrate to new packages. But migration from new package to old package will not be possible. New sales will only be made through new tariffs. 2. Minimum usage for line rent waiver will include all types of voice, vas usage and rentals. 3. No use no bill policy will prevail as it is for the postpaid packages. if a postpaid customer does not make any activity during an entire bill cycle, the line rent will not be applicable in the month-end invoice. 4. Existing super benefit will remain same as they are. 5. Tariffs which are not covered at this fact sheet will remain as they are. • Connection Price: BDT 650 • Credit Limit: BDT 500 Airtel advantage Product Info Airtel advantage comes with an attractive flat tariff plan, large close calling circle which makes your communication simple. Modalities: 1. Existing customers can continue with their current packages or migrate to new packages. But migration from new package to old package will not be possible. New sales will only be made through new tariffs. 2. Minimum usage for line rent waiver will include all types of voice, vas usage and rentals. 3. No use no bill policy will prevail as it is for the postpaid packages. If a postpaid customer does not make any activity during an entire bill cycle, the line rent will not be applicable in the month-end invoice. 4. Existing super benefit will remain same as they are. 5. Tariffs which are not covered at this fact sheet will remain as they are. • Connection Price: BDT 650 • Credit Limit: BDT 500

Tariff: Service types & others

Airtel advantage

Airtel classic

Airtel exclusive

airtel to airtel

bdt 0.77

bdt 0.49

airtel to other

bdt 0.77

bdt 0.94

bdt 0.89

airtel to airtel (fnf)

n/a

bdt 0.25

airtel to others (fnf)

n/a

bdt 0.65

sms on-net

bdt 0.45

bdt 0.49

sms off-net

bdt 0.45

bdt 0.49

sms on-net fnf

n/a

bdt 0.29

sms off-net fnf

n/a

bdt 0.29

international sms

bdt 2.49

internet (per kb)

bdt 0.02

pulse (sec)

no. of fnf

n/a

line rent

bdt 50

bdt 0

minimum usage for line bdt 300 rent waiver

bdt 300

n/a

Minimum commitment

n/a

bdt 500

Tariff

n/a

Table 6: Tariff of airtel Postpaid

2.2 Price 2.2.1 Prepaid: startup price

BDT 149

Note:

preloaded talk time Bonus Value added services 500free on-netFree my tunes & airtel minutes from the daydhoom subscription for BDT 20 of 1st recharge of1 month. BDT 50 and above recharge

Table 7: Prepaid Price

• • • •

• • •

Preloaded amount will be BDT 20. Preloaded amount will be placed in main account and can be used for any purpose Validity of this preloaded airtime will be 30 days from the day of activation Total bonus of 450 on-net minutes & 450 on-net SMS will be given based on the customer’s 1st recharge of minimum 50 and above in following manner : o Customer will enjoy 10 on-net minutes & 10 on-net SMS every day for 45 days from 1st recharge of BDT 50 or more. Validity of bonus amount will be 01 days from the date of bonus posting. Bonus amount will be disbursed on daily basis. VAS Offerings : o Free My tunes subscription for 30 days. o

Free airtel dhoom subscription for 30 days.

•

Balance Check : Preloaded talk time can be checked through *778# and the bonus airtime & sms can be checked through *778*5# & *778*2# respectively. 2.2.2 Postpaid: Airtel postpaid which comes with 3 packages is designed to cater to both your professional and personal communication needs. Service types & others

airtel advantage

airtel classic

airtel exclusive

Product proposition

Worry free flat tariff

Attractive fnf rates

Highest fnf features

Selling price

bdt 650

bdt 1250

Connection price

bdt 150

Non-refundable deposit

bdt 500

bdt 1100

Default credit limit

bdt 500

bdt 1100

Table 8: Postpaid Price

2.3 Place AEC You can contact our state of the art Contact Center, 24 hours a day, 365 days a year, through the following means: • Email: customerservice@bd.airtel.com • Call Helpline: o 786 from airtel number o 016-78600786 • Fax: 02- 8951786 • Mail: G. P.O. Box 3016, Dhaka Or you can just use your airtel live menu to get directly connected to the Contact Center by dialing “Helpline” from Help & Support menu. Furthermore, an extensive network of franchises, kiosks and mobile units ensure easy and convenient accessibility to a host of our products and services. Zone Center Info. and Location

Dhaka

Banani AEC Tazwar AEC House#34 Road#19/A, Banani, Dhaka 1213

Center

Motijheel AEC Motijheel AEC 64/1, Purana Paltan Motijheel Commercial Area, Dhaka 1000 Uttara AEC Siaam Tower AEC Hs - 15. Dhaka Mymenshing Road. Sec - 3. Uttara. Dhaka - 1230.

Chittagong

Chittagong AEC Quaderi AEC 37 Agrabad Commercial area, Chittagong

Sylhet

Sylhet AEC AEC House#A/2 Bangabir, Naiorpool Sylhet

Coverage Map:

Rahman

Chember

Tower

Figure 4: Coverage Map

2.4 Promotion Promotion: Promotion is one of the marketing tools that a company uses to achieve its marketing objectives. Each promotion tools has unique characteristics to improve their total sales. Airtel are trying to do more promotional activities for their service. Airtel Marketing promotion can be classified in several steps:

â&#x20AC;˘

Advertisements in the national newspapers:

Examples of advertisements published in the national newspapers:

â&#x20AC;˘

Advertisements through billboards:

The billboards installed so far by airtel Bangladesh Limited are listed below: SL #

Location

Qty

Kachpur- Dhaka Facing

Saidabad bridge

Mohakhali Flyover (Both)

Shahabagh

GEC Circle (Ctg)

Gabtoli Bus Stand-Savar face

Chittagong Railway Station

Dhanmondi Rassel Square

Coxâ&#x20AC;&#x2122;s Bazar,near sea beach

Patanga sea beach more

Zatrabari Moor

Uttara, Azampur

Asulia road, Dhaka

Khamarbari, Farm gate

Sheraton Hotel

Gulshan-1, Moor

Khilgaon Flyover

Mohakhali, Airport

Sat rasta

Agrabad, SK Mujib Road

Banani, Front of Community Center

Malibagh Moor

Mirpur-10

Table10: Billboard installed by airtel

•

Advertisement through Electronics media:

Airtel puts their advertisement different channel as like- ntv, Rtv, Bangla vision, ATN Bangla, Chanel I, Boishakhi TV, desh Tv, Masranga, Somoy Television Etc. •

Personal Selling:

Personal presentation by the firm’s sales forces for the purpose of making sales and building customer relationship. Airtel uses personal selling in different stages of marketing and distribution. Company distributes their product (SIM, Scratch, eazee load,) among the wholesalers and retailers by maintaining the excellent relationship. Airtel’s communicate with corporate client by its sales force building and keeping relationship with potential and existing valued customer. •

Sales promotion:

Sales promotion includes a wide way of tools that can attract consumer’s attraction, strong incentive of purchase, free gifts, discount and several types of occasional program. Airtel sales promotion includes credit sales, commission etc. airtel arrange conference every six month among the dealers, wholesalers and retailers. They always try to influence and convince them for creating a market demand and sale their product. Here are some examples of airtel promotion that can be highlighted: o

Road show:

Airtel organized a 5 days long road show. Here subscribers got the opportunity to buy SIM of different pre-paid package at 80TK, where regular offer is150TK. o

Handbag Distribution:

At Bangla academy “Ekusay Boi Mela” airtel distributed handbag in visitors who bought book from fair. There was slogan on handbag for raising awareness for reading book. o

Scarf Distribution:

Airtel distributed scarf to attract their existing and new customer at Pahela Baisakh, That scarf create brand awareness of airtel. o

Public Relation:

Public relation is used to promote products, people, places, ideas, activities, organizations and even nations. Public relation can also influence a product sales or brand awareness. airtel arrange meeting always with the wholesalers and retailer for maintaining a good relationship with them. General people can also come to the airtel office for their queries and for expressing their concern about any telecom related factors. o

Price-packs:

Airtel offers Nokia 1800 handset everyday based on the highest usages.

Cash Back:

Airtel is giving instant cash back and recharge bonus to motivate customer to use more.

Blackberry on Airtel: Presenting the BlackBerry® smartphone - the world's most desired integrated communication device on airtel. Now be constantly accessible on mail, talk on phone and surf the internet at the same time, schedule and coordinate appointments in the middle of meetings, raise approval request, log in orders, update business databases and stay connected to your colleagues, customers, friends and family – from anywhere, anytime. Blackberry Services BlackBerry® helps you simplify your communications and ease your lifestyle to accomplish more. We have two different services to best suit your needs. • BLACKBERRY® INTERNET SERVICE (BIS) • BLACKBERRY® ENTERPRISE SERVER (BES) Pricing • enjoy BlackBerry BIS @ only tk.899/month (FREE 1 month trial till 31st of August) • enjoy BlackBerry BES @ only tk.999/month BLACKBERRY® INTERNET SERVICE (BIS)

View emails and attachments, browse the web and use instant messaging, all on the go! BlackBerry® Internet Service (BIS) is the easiest and the most affordable way for individuals to start using BlackBerry® smartphones. BlackBerry® Internet Service (BIS) is an out-of-the-box service that comes ready to activate with every BlackBerry® smartphone from airtel, and when integrated with ISP mail service, it provides seamless mobile extension to your existing email service. You can be up and running in just a few steps, regardless of email account type - and without corporate IT support. BLACKBERRY® ENTERPRISE SERVER (BES) BlackBerry Enterprise Server (BES) is a unique and totally integrated service that offers corporate mail integration, secure administration, advanced wireless devices, desktop tools and more. It ensures mobility of your workplace by connecting you to your customers, colleagues, and information that drive your business. Wireless connectivity allows you to stay in touch with business contacts at both home and abroad. Organizations with advanced mail server like Microsoft® Exchange® can benefit from BlackBerry Enterprise Server (BES) and turn it into a complete end-to-end wireless solution.

Social Commitment:

•

Blood Donation program:

One of prominent social contribution of airtel is in the field of Voluntary blood donation. Airtel has sponsored and directly participated in various voluntary Blood Donation Programs around the country. •

Blanket distribution Program:

In Rongpur district airtel distributed 500 blankets in distressed people.. In Bangladesh every year in cold prone area people died in cold related disease due to their disability to buy warm cloths.

2.5 SWOT analysis:

2.6 Value Added Services 2.6.1 Vehicle Tracker The Vehicle Tracking Service offers minute-by-minute information on vehicles for effective management and easy recovery in case of theft. Features • Vehicle tracking information with high level of accuracy • Track vehicle from cell phone to obtain real time location • Ability to remotely immobilize vehicle • Replay movements on maps & draw reports Vehicle tracker subscription tariff: BDT 625 + VAT / month Vehicle tracking device cost: BDT 11,000 (Including VAT)

2.6.2 Jobs Alert Service Fresher’s Job If you are new to job market, subscribe to Fresher’s job subscription service to receive job alerts of fresher’s job in your mobile daily. To start the service, subscriber needs to dial *321*413# or send ‘FRESHER’ to 3003 and opt to subscribe by replying with 1. Tariff: BDT 7 / seven days subscription 2.6.3 Voice Portal Voice Portal service with Interactive Voice Response (IVR) options which allows Airtel users to dial the short code 555 and get the updated information on Sports, News, Religion, Finance, Horoscope, Time, Check, Quotes, Jokes and Food & Dinning. Subscriber just needs to just dial 555 and follow the instructions. 2.6.4 Time check: Find out the exact time of any city around the world using the ‘Time Check” menu. To find out the time: • Click on “My location” to find out the time in your current location • Click on “City” if you want to find out the time in any major city around the globe. Key in your desired city’s name and you will shortly receive the time over SMS 2.6.5 Science & education: Use the science & education menu to get updates on science & education. Airtel menu > info zone > science & education Select from “Believe it, or not!” or “Did you know” to get fun and interesting facts on a variety of scientific issues. You can receive the information over SMS – by using the “Click to Read” menu options. Or, if your handset is GPRS/EDGE enabled, you can even choose to download video clips using the “See it, hear it” option. 2.6.6 Fashion & Leisure Find out the latest trends and styles from around the globe by visiting the “Fashion & leisure” menu. Airtel menu > info zone > Fashion & Leisure Under the “click to read” menu, you’ll find tips on two aspects:

Fashion giving you the latest tips from fashion experts to keep you looking trendy Art of Living giving you expert grooming advices The “See it, hear it” menu has exciting video clips on fashionable matters. The options on offer are: • Style Clip of the Day • Gentlemen's Daily • In Vogue • On Demand 1. our daily expert advice on style 2. for the ultra-cool male, the latest in men’s fashion 3. the latest rage in ramps & fashion houses You can also use the “On demand” option to search out information on anything & everything on fashion that particularly interests you. On-Demand Fashion First you need to search out the ‘specific” short code for the issue you are interested in. Use the “Search Codes” menu to find out this code 1. Gives you list of codes for ten most popular items 2. Allows you to search for codes by alphabetical categories. 3. Allows you to search for codes by keywords. 2.6.7 BBC - learn English BBCWST- Dial 3000 to learn English with the BBC World Service Thanks to a partnership with the BBC World Service Trust (BBCWST), Airtel subscribers will now have access to high quality English language learning materials on their mobile phones. Audio services Airtel subscribers will be able to listen to English lessons and take English quizzes on their mobile phone through dual tone multi-frequency and interactive voice response (IVR). SMS services Airtel subscribers will be able to take English quizzes on their mobile phones through SMS push pull and

Internet services Airtel subscribers will be able to download English lessons and take English quizzes on their mobile phones through the new BBCWST WAP site: bbcjanala.com/mobile Accessing the SMS services Airtel subscribers can test their English language skill by taking a weekly SMS quiz. To participate in the quiz, subscribers should send an SMS message with the word "QUIZ" to 3000. In reply, subscribers will receive an English language quiz. Airtel subscribers will also be able to have their say in the new BBC television series, Buzz. Each week at 9.20pm on ATN Bangla, the presenters of BBC Buzz will ask viewers their opinion on a topic. To participate, subscribers should send an SMS message with the word FEEDBACK their opinion to 3000. Accessing the audio (IVR) services: Airtel subscribers will be able to listen to the following English lessons by dialing the number 3000: • Every day English o Essential English – weekly lesson o Pronunciation – weekly lesson o How to tell a story – listen to the weekly lesson and then record your own story

English used in the news – weekly lesson • Weekly quiz • BBC Buzz o Practicing English with Rinku and his friends – weekly lesson o Have your say in next week’s BBC Buzz television show by recording a message 2.6.8 Weather Use the Weather menu to get updates on weather from cities around the globe. • To get local weather update, click on “local” • To get a weeklong weather forecast of your city, click on “Forecast” • To get a weather update for a city around the globe, click on “City” and type in the name your desired location. 2.6.9 Dictionary • The Airtel menu has its own electronic dictionary. • Click on “Dictionary” and type in the word which want to search out. You will shortly receive the definition over SMS 2.6.10 Caller Tunes Set your favorite songs as your Caller Tunes and play your favorite songs for your callers. Caller Tunes Offer • Bengali- New, Popular, Evergreen, Devotional, Folk & Romantic • International- New & Classic • Hindi - Latest, Evergreen Popular & Romantic Caller Tunes Subscription • Just dial Call Caller Tunes IVR 788 • Send SMS to 3123- >Type CT ACT & send SMS to 3123 • Go to Airtel web http://bd.airtel.com then log into Airtel e-portal -> Caller Tunes • Go to Airtel STK Menu: Airtel > Self Service > Ring back Tone > Subscribe 2.6.11 Voice Adda: Voice Adda is a 24-hour voice based service which allows you to dial "3443" and voice chat with friends & strangers alike. It is a place where you can make new friends & talk nonstop on your favorite topics while maintaining complete confidentiality. Tariff Information Service Type Charges 1st min BDT 5/min and Voice Adda 2nd min & onwards BDT 2/min o

• •

Above tariff is exclusive of 15% VAT. 60 sec pulse. 2.6.12 Ramadan Special Services: Services How to subscribe Namaz Alert Dial *321*6*1*2# Religious Portal Quran Ayat Alert Islamic content

Airtel Dhoom

Dial 515 Dial*321*6*2*2#

RBT/RRBT Dial 78800

Dial 4848(press 1)

Charge Subscription Charge BDT 10.00/month BDT 2.00/min Subscription Charge BDT 10.00/month *Tune Charge: BDT 10..00 * Browsing Charge: BDT 2.00/min *Subscription Charge BDT 15.00/month

*Browsing Charge: BDT 0.29/min M-Radio Dial 4040 (press 10) Subscription Charge BDT 20.00/month *Browsing: BDT 0.29/min *Song Dedication:BDT 5.00/song Airtel live(Islamic airtel live .mobi Religious wall paper,tone, contents) Song Download Charge applicable Namaz Apps write namaz & send to BDT10.00 for application 4646 download Table 11: Ramadan Special

2.6.13 Airtel USB Modem Let the things you love always be with you!! Fall in love with the internet all over again with airtel USB modem! our easy to use plug and play USB modem ensures a smooth internet access from any pc or laptop. From now on, you are no longer far from the things you love. Airtel USB modem bundle includes: • data modem (E153) • airtel sim card (prepaid/postpaid) • 1GB airtel internet package with free subscription for the first 30 days Data card bundle packages: offers what you’ll get prepaid data modem • data modem E153 bundle • prepaid sim •

postpaid data modem bundle

• • •

1GB (P6) internet free (first 30 days) data modem E153 postpaid sim 1GB (P8) internet free (first 30 days)

price tk. 2600 (including VAT) tk.

3200

(including VAT)

Table 12: Data card bundle package Exclusive facilities: • No manual installation required. Simply use your airtel plug and play modem in any system, including windows, mac or linux • sms and micro SD card slot (upto 32 GB) compatible. 2.6.14 Data Services Your airtel Internet lets you connect to the web whenever you require. On the beach, on the way to a meeting, in the garden –anywhere. Just login to Airtel Internet from your mobile, laptop or PC and you’re on. Download music, check your emails or simply stay in touch with friends. Tariff Five fantastic internet plans to choose from.

–

Internet Packages: Definition

Data limit Validity

pay-as-you-go

Charging

Package Id Segment

0.02/KB+VAT P1 Except adda 0.015/KB+VAT

Prepaid postpaid

Monthly Unlimited Internet Pack 1 GB internet pack

1 GB/month

BDT 275+VAT

prepaid only

1 GB internet pack

1 GB/month

BDT 300+VAT

postpaid only

1 GB pack - night time offer 1 GB/month

BDT 275+VAT

postpaid only

3 GB Internet pack

3 GB/month

BDT 750+VAT

postpaid only

5 GB Internet pack 3 GB Internet pack

5 GB/ month 3 GB/ month

BDT 650+VAT BDT 450+VAT

P5 P7

prepaid only prepaid only

Table 13: Internet Packages 3.1 Customer Analysis Customer segmentation is a vital part of marketing success. Segmenting both existing and potential customers into target markets is an integral part of strategic planning. Proper segmentation in line with a firm's competency and core product can lead to profitable growth while failure to do so can effectively run a firm out of business. Airtel's target markets contain several sub-segments as well, and the firm customizes their products through augmenting values and features to meet each segment's needs while keeping the core purpose of the product intact. I. Segments Airtel tends to target the country's entire population as a single segment, but varies its product in terms of augmented features and benefits to appeal to distinctive segments of customers within that one segment. Basically airtel tend to target heavily the segment in which their primary core competency lies. Some of the customer segments of airtel are as follows: The everyday user â&#x20AC;&#x201C; Usually more interested in cheaper rates and good connectivity, this segment comprises of a large portion of customers (other than businesses) as it more or less includes any one and every one. This segment of users are often responsible for causing operators to go into price wars, as lower prices mean more customers. This segment often shows little loyalty to operators as they frequently change connections to find cheaper rates.

The corporate or business user – Target customers of this segment are of course all small, medium and large business houses in the country. This segment understandably contributes the significant portion of subscribers in terms of network usage and value for the industry. Demands of this segment usually include Internet Connectivity (EDGE, GPRS etc.), Short Messaging Service (SMS), Email and other web application services (Blackberry Server) and efficient service. The student user – Comprised of individuals that are studying in schools, colleges and universities, this segment is a hot prospect for airtel as need for these users to stay connected to their friends is top priority. This segment can be considered to be a sub-segment of the everyday user, but their demands often include other advanced features such as Short Messaging Service (SMS), Internet connectivity (EDGE, GPRS etc.) and bonus talk times. Airtel introduces “Dolbol” packages especially for this segment. The "couples" segment – Recognizing the need for "couples" to talk frequently with each other, airtel have come up with offers that target married or unmarried couples or any two individuals that need to keep constant contact with each other. The rural user –The demands of this segment is almost solely of the purest form: connectivity. Living in rural, dispersed, heavily underdeveloped areas, the individuals of this segment have a hard time keeping contact with their friends and relatives. The primary type of product that target these customers revolve around offering good connectivity in hard to reach localities and low call rates to increase affordability. The Internet user – While Internet Connectivity is now incorporated (or optionally incorporable) in airtel, this customer are turning to airtel solely for Internet connectivity through the use of mobile (or modem) devices. II. Buying Motive In todays fast pace world of globalization and with friends and family living and working in distant locations, face-to-face and letter based communication just does not suffice. People are always moving around, so land based telephones are also inconvenient. The only way for people to communicate is seemingly through mobile phones or through the Internet. Airtel provides services to combine both mobile phones and Internet and at low, affordable costs. Combined with additional services such SMS and advanced services of web applications such as Blackberry (Very newly launched). III. Unmet Need In our neighboring country, India, 3G mobile service had been introduced in 2008. Bangladeshi people also seeking for it as it allows simultaneous use of speech and data services and higher data rates. In our country, data transfer rate is really slow. People often face buffering problems while using Internet, and so people want higher data transfer rate. People also want 3G because of its higher

security features as it allows the UE (User Equipment) to authenticate the network it is attaching to, the user can be sure the network is the intended one and not an impersonator.

3.2 Competitor Analysis I. Competitor Identification The telecom industry is one of the few technical industries that have intense internal competition. With majority of the telecom companies of the country being multinational subsidiaries, who have vast finances at their disposal, and the Bangladesh market providing a population of roughly (and unofficially) around 200 million many of whom are intent of carrying more than one subscription, competitive price wars are ever present. Here I classified our competitor into two different categories: Airtel Industry

Direct Competitor

Indirect Competitor

Direct Competitors: 1. Banglalink 2. Grameen Phone 3. Robi 4. Teletalk 5. Citycell. Indirect Competitors: Main indirect competitors are PSTN operators. The PSTN operators in Bangladesh are: •

BTCL Former BTTB

•

Peoples Telecommunication and Information Services Ltd.

•

Ranks Telecom Ltd.

•

Jalalabad Telecom Ltd. - branded under the name Bijoy Phone.

•

Onetel Communication Ltd.

•

National Telecom Ltd.

•

Westec Ltd.

•

Wimax service providers like Qubee & Banglalion also indirect competitor of airtel.

3.3 Price and Pricing Policy

AIRTEL has realized that the Bangladesh market is price sensitive. Therefore it care of the has come up with various innovative tariff schemes to take needs of different category of customers- Generally, the cellular services are more expensive than the land line based telephone services. Keep it in mind airtel has design their services in wide differentiation with optimize rate so that customer can take their like best. 3.4 Product Life Cycle The pattern of cell phone subscriber growth observed elsewhere in the world reveals that the growth in the market is initially slow followed by a sharp acceleration, but so far that has not happened in Bangladesh. Product life cycle of airtel: Introduction

Introduction Growth

Growth Maturity Product LifeCycle

Growth

Maturity

3.5 Marketing Objective Create

product Maximize market share

awareness

and

trial

the

Maximize

profits

whole

defending market share.

product.

3.6 Distribution System of Airtel Airtel distribute its product through indirect distribution system. And the distribution system also varies for urban and rural area. In indirect distribution system the marketer includes intermediaries or other members in his distribution chain. These resellers make sure the product reaches the end user, while performing their duties they take complete ownership of the product. However the reseller may sell products on a consignment basis wherein the reseller pays for the product only when the product is sold. The resellers may be expected to take up a few responsibilities to help boost the sales of the product. Here is the distribution system of airtel Bangladesh: Airtel Company Urban Rural Area Rural Super Retailer Rural Distributor FSE Retailer FSE

Distributor

4. What I Have Done In My 3 Months Internship

As a marketing people at first I have tried to find out the target customer, their segmentation and customer satisfaction of call center in airtel as well. have worked for win back those people who have already left airtel. Besides these, I have tried to make communication with my existing customer, tried to sort out their problem and give a solution. Lets, at a glance what I did: •

Identify target customer

•

Identify the segments of my target customer

•

Maintain a good relationship with my existing customer over phone.

•

Tried to find out the problem of my existing customer over phone.

•

Provide solution of that particular problem of my existing customer.

•

Made win back campaign for our churned customer.

•

Establish effective and strong network of channel-of-sales in local market.

•

Up selling of different new services (e.g. auto debit, airtel dhoom) and tried to enhance credit limit of special category customer.

•

Pain finding of existing customer and possibly churn customer.

•

Everyday report to the authority

5.Cost and Budgeting: It will take BDT 2700.00 to prepare this report. Criteria

Cost (BDT)

Data Collection

700.00

Transportation

500.00

Processing, Printing, and Binding

1500.00

Total

2700.00

5.1 Problem Study: During my internship I worked with the call center department of Airtel Bangladesh Ltd. Call center department is most important department for any organization, because the company can generate more profit by the good performance of call center department employees. Although the performance of call center department of Airtel Bangladesh on customer satisfaction is good, however still some problems are facing by the department. So, I want to find it out and want to give some suggestions. And for this reason I am doing this research. And here my topic is “Customer satisfaction of level towards airtel call center”. 5.2 Methodology: The study requires a systematic procedure from selection of the topic to preparation of the final report. To perform the study, the data sources were to be identified and collected, classified, analyzed, interpreted and presented in a systematic manner and key points were to be found out. The overall process of methodology has been given as below.

5.3. Selection of the topic: Here the analysis topic is â&#x20AC;&#x153;Customer satisfaction of level towards airtel call centerâ&#x20AC;?.The topic of the study was chosen in consultation with the honorable supervisor. While assigning the topic necessary suggestions were provided by honorable supervisor to make this project report a well organized. 5.4. Sampling plan: Here I worked with simple random sampling procedure. 5.4.1. Population: The population for the survey was the customers of Airtel Bangladesh ltd.

5.4.2. Element: The subscribers of call center of Airtel Bangladesh Ltd. 5.4.3. Sample Size: The sample size of this study has been consisted of the customers of Airtel Bangladesh ltd. A total of 50 surveys have been conducted. The simple random sampling approach has been selected for that study.

5.5. Sampling Procedure: For conducting this study customers were randomly selected. The customers that are the population consist of both male and female customers of Airtel Bangladesh Limited. The Likert scale questionnaire has been selected. 5.6. Sources and Collection of data: I have collected different types of data from different sources and the procedure was simple random sampling. Essential data sources, both primary and secondary data source, were identified that would be needed to carry on the study and complete this report. Information collected to furnish this report is both from primary and secondary sources. 5.6.1. Primary Data Sources: I have collected the primary data from both male and female customers of Airtel Bangladesh Limited through a structured questionnaire. 5.6.2. Secondary Data Sources:

The required secondary data have been collected from •

Different reports and journals.

•

Articles.

•

Internet.

•

Relevant statistics and business research books.

5.7. Analysis of Data: After collecting all the data had analyzed all the data. Individually had analyzed the data by myself. Then had made the comparison of data and explain it through graph, chart, table etc. Have used MS Word, MS Excel to analyze data. Also the Parametric and non-parametric statistical tools and basic statistical techniques have been use. 5.8. Instrumentation: Through telephone interview and structured questionnaire with 5-point likert scale questions the survey process has been done.

5.10 Hypothesis Development With a view of fulfilling the objectives some relevant hypothesis have been formulated for this study: 1. HA. You are satisfied with the service provided by call center of Airtel Bangladesh. 2. HA. High quality network service may increase more subscribers. 3. HA. Flexibility of changing package has some positive effect on subscriber. 4. HA. Well market segmentation may create more subscribers. 5. HA. High speed internet service may create more subscribers. 6. HA. Large number of customer care plays positive effect on existing subscriber. 7. HA. Airtel value added service has positive effect on subscriber mind. 8. HA. To introduce mini pack internet service in prepaid may create more subscribers.

9. HA. To introduce bundle minutes and SMS has some positive effect on existing subscriber. 10. HA. To minimize call rate may create more subscriber.

5.11 Hypothesis Testing H1

H10

1= Strongly disagree

2= Disagree

nor 8

3= Neither disagree

agree

4= Agree

5= Strongly Agree

Total

210

212

187

193

191

190

202

180

188

196

Average

4.2

4.24

3.74

3.86

3.82

3.8

4.04

3.6

3.76

3.92

Standard Deviation

0.92

0.91

1.05

1.11

1.05

1.25

1.01

1.22

1.14

1.07

Z-test value

13.1

13.52

8.35

8.66

8.89

7.35

10.78

6.38

7.82

9.38

1. HO: You are not satisfied with the service provided by call center of Airtel Bangladesh. H1: You are satisfied with the service provided by call center of Airtel Bangladesh. HO: μ = 2.51 HA: μ > 2.5 N = 50 Here X̅= 4.2 σ = 0.92 Zcal= (X̅– μ)/ (σ/√n) = 13.1

At 5% level of significance, follows Z distribution Z 0.05. = 1.645 Since Z

>Ztab, the null hypothesis is not acceptable. So at 5% level of significance, it can be said

cal

that, customers are satisfied with the airtel call center service. *1------In 5 point scale is 2.5.

Fig-7: Respondent’s view towards call rate minimization. From this study it is revealed that 34% respondents are agree ,46% respondents are strongly agree , 16% respondents are neither agree nor disagree , 2% respondents are disagree, another 2% respondents are strongly disagree with that customers are satisfied with the airtel call center service. 02.

HO: High quality network service may not increase more subscribers. HA: High quality network service may increase more subscribers.

HO: μ = 2.5 HA: μ > 2.5 N = 50 Here X̅= 4.24 σ = 0.91 Z cal= (X̅ – μ)/ (σ/√n) = 13.52 At 5% level of significance, follows Z distribution Z 0.05= 1.645 Since Z

cal

tab

, the null hypothesis is not acceptable. So at 5% level of significance, it can be said

that High quality network service may increase more subscribers.

Fig-8: Respondents’ view towards high quality network service From this study it is revealed that 34% respondents are agree ,48% respondents are strongly agree , 14% respondents are neither agree nor disagree ,2% respondents are disagree, another 2% respondents are strongly disagree with High quality network service may increase more subscribers. 03.

HO: Flexibility of changing package has no positive effect on subscriber. HA: Flexibility of changing package has some positive effect on subscriber.

HO: μ = 2.5 HA: μ > 2.5 N = 50 Here X̅ = 3.74 σ = 1.05 Z cal= (X̅ – μ)/ (σ/√n) = 8.35 At 5% level of significance, follows Z distribution Z 0.05= 1.645 Since Z

cal

tab

, the null hypothesis is not acceptable. So at 5% level of significance, it can be said

that Flexibility of changing package has some positive effect on subscriber.

Fig-9: Respondents’ view towards flexibility of changing package. From this study it is revealed that 44% respondents are agree ,24% respondents are strongly agree , 18% respondents are neither agree nor disagree ,10% respondents are disagree, another 4% respondents are strongly disagree with Flexibility of changing package has some positive effect on subscriber. 04.

HO: Well market segmentation may not create more subscribers. HA: Well market segmentation may create more subscribers.

HO: μ = 2.5 HA: μ > 2.5 N = 50 Here X̅ = 3.86 σ = 1.11 Z cal= (X̅ – μ)/ (σ/√n) = 8.66 At 5% level of significance, follows Z distribution Z 0.05= 1.645 Since Z

cal>

tab

, the null hypothesis is not acceptable. So at 5% level of significance, it can be said

Well market segmentation may create more subscribers.

Fig-10: Respondents’ view towards well market segmentation From this study it is revealed that 34% respondents are agree ,34% respondents are strongly agree , 22% respondents are neither agree nor disagree ,4% respondents are disagree, another 6% respondents are strongly disagree with Well market segmentation may create more subscribers. 05.

HO: High speed internet service may not create more subscribers. HA: High speed internet service may create more subscribers.

HO: μ = 2.5 HA: μ > 2.5 N = 50 Here X̅ = 3.82 σ = 1.05 Z cal= (X̅ – μ)/ (σ/√n) = 8.89 At 5% level of significance, follows Z distribution Z 0.05= 1.645 Since Z

cal>

tab

, the null hypothesis is not acceptable. So at 5% level of significance, it can be said

that, High speed internet service may create more subscribers.

Fig-11: Respondents’ view towards high speed internet service From this study it is revealed that 42% respondents are agree ,28% respondents are strongly agree , 18% respondents are neither agree nor disagree ,8% respondents are disagree, another 4% respondents are strongly disagree with High speed internet service may create more subscribers. 06.

HO: Large number of customer care does not plays positive effect on existing subscriber. HA: Large number of customer care plays positive effect on existing subscriber.

HO: μ = 2.5 HA: μ > 2.5 N = 50

Here X̅ = 3.8 σ = 1.25 Z cal= (X – μ)/ (σ/√n) = 7.35 At 5% level of significance, follows Z distribution Z 0.05= 1.645 Since Z

cal>

tab

, the null hypothesis is not acceptable. So at 5% level of significance, it can be said

that, large number of customer care plays positive effect on existing subscriber.

Fig-12: Respondents’ view towards large number of customer care. From this study it is revealed that 28% respondents are agree ,38% respondents are strongly agree , 18% respondents are neither agree nor disagree ,8% respondents are disagree, another 8% respondents are strongly disagree with Large number of customer care plays positive effect on existing subscriber. 07.

HO: Airtel value added service has no positive effect on subscriber mind. HA: Airtel value added service has positive effect on subscriber mind.

HO:μ = 2.5 HA:μ > 2.5 N = 50 Here X̅ = 4.04 σ = 1.01 Z cal= (X̅ – μ)/ (σ/√n) = 10.78 At 5% level of significance, follows Z distribution Z 0.05= 1.645 Since Z cal>Z tab, the null hypothesis is not acceptable. So at 5% level of significance, it can be said that value added services has some positive effect on subscriber mind.

Fig-13: Respondents’ view towards social responsibility From this study it is revealed that 32% respondents are agree ,40% respondents are strongly agree , 22% respondents are neither agree nor disagree ,4% respondents are disagree, another 2% respondents are strongly disagree with Airtel value added service has some positive effect on subscriber mind.

08.

HO: To introduce mini pack internet service in postpaid may not create more subscribers. HA: To introduce mini pack internet service in postpaid may create more subscribers.

HO: μ = 2.5 HA: μ > 2.5 N = 50 Here X̅ = 3.6 σ = 1.22 Z cal= (X̅ – μ)/ (σ/√n) = 6.38 At 5% level of significance, follows Z distribution Z 0.05= 1.645 Since Z cal>Z tab, the null hypothesis is not acceptable. So at 5% level of significance, it can be said that to introduce mini pack internet service in postpaid may create more subscribers.

Fig-14: Respondents’ view towards mini pack internet service. From this study it is revealed that 30% respondents are agree ,28% respondents are strongly agree ,24 % respondents are neither agree nor disagree ,10% respondents are disagree, another 8% respondents are strongly disagree with To introduce mini pack internet service in postpaid may create more subscribers.

09.

HO: To introduce bundle minutes and SMS has no positive effect on existing subscriber. HA To introduce bundle minutes and SMS has some positive effect on existing subscriber.

HO: μ = 2.5 HA: μ > 2.5 N = 50 Here X̅ = 3.76 σ = 1.14

Z cal= (X – μ)/ (σ/√n) = 7.82 At 5% level of significance, follows Z distribution Z 0.05= 1.645 Since Z cal>Z tab, the null hypothesis is not acceptable. So at 5% level of significance, it can be said that, to introduce bundle minutes and SMS has some positive effect on existing subscriber.

Fig-15: Respondents’ view towards introducing bundle minutes and sms From this study it is revealed that 36% respondents are agree ,30% respondents are strongly agree , 20% respondents are neither agree nor disagree ,8% respondents are disagree, another 6% respondents are strongly disagree with To introduce bundle minutes and SMS has some positive effect on existing subscriber.

10.

HO: To minimize call rate may not create more subscriber. HA: To minimize call rate may create more subscriber.

HO: μ = 2.5 HA: μ > 2.5 N = 50 Here X̅ = 3.92 σ = 1.07 Z cal= (X̅ – μ)/ (σ/√n) =9.38 At 5% level of significance, follows Z distribution Z 0.05= 1.645 Since Z

cal>

tab

, the null hypothesis is not acceptable. So at 5% level of significance, it can be said

that, to minimize call rate may create more subscriber.

6.1 Findings

80% respondent is agreed that the performance of call center of Airtel is good.

II.

82% respondent is agreed that High quality network service may increase more subscribers.

III.

68% respondents are agreed that Flexibility of changing package has some positive effect on subscriber.

IV.

68% respondent is agreed that Well market segmentation may create more subscribers.

70% respondent is agreed that High speed internet service may create more subscribers.

VI.

66% respondent is agreed that large number of customer care plays positive effect on existing subscriber.

VII.

72% respondent is agreed that airtel value added service has positive effect on subscriber mind.

VIII.

58% respondent is agreed that introduce of mini pack internet service in postpaid may create more subscribers.

IX.

66% respondent is agreed that introduce of bundle minutes and SMS has some positive effect on existing subscriber.

66% respondent is agreed that minimize call rate may create more subscriber.

6.2Recommendation

Call Center of Airtel can improve the current performance and growth rate by implementing some alternative strategies; like

1. Call Center of Airtel should provide more quick and better service for achieve of customers satisfaction. 2. By developing of quality network services to increase more subscribers all over the Bangladesh. 3. Airtel Bangladesh should need to have Flexibility of migration package to gain positive effect on subscriber. 4. They have to segment their market properly.

5. Airtel Bangladesh should needs to provide high speed internet service to create more subscribers. 6. Airtel Bangladesh should need to increase number of customer care for positive effect on existing subscriber. 7. Airtel needs to provide more value added service for positive effect on subscriber mind. 8. To introduce mini pack internet service in prepaid may create more subscribers. 9.

To introduce bundle minutes and SMS has some positive effect on existing subscriber.

10. Airte7l Bangladesh has to work to minimize call rate for more subscriber.

6.3 Conclusion

From above the details I conclude that 70% Airtel users preferred to remain with Airtel. Also good no. of users who were willing to switch from their respective subscribers showed interest in Airtel. Hence, these statistics imply a bright future for the company. Also the company is now providing more services like the door to door services which is you dial the Airtel customer care and would like to send someone flowers the Airtel Company delivers those flowers to the person concerned. Last month airtel has launched BlackBerry, Airtel live, E-portal service etc are exclusive launched by airtel that will move the company one step ahead. At last I want to conclude with airtel has very bright future in the Bangladesh telecom market, if network will be developed very soon it will not take much time for airtel to come up in the top.

7.Questionnaire: The internship is in airtel Bangladesh Ltd. which is a part of practicum where my topic is “customer satisfaction of level towards airtel call center is challenge and potentiality”. To need your cooperation for fulfillment of this report. 1. You are satisfied with the service provided by call center of Airtel Bangladesh. •

Strongly Disagree

•

Disagree

•

Neither agree nor disagree

•

Agree

•

Strongly agree

2. High quality network service may increase more subscribers. •

Strongly Disagree

•

Disagree

•

Neither agree nor disagree

•

Agree

•

Strongly agree

3. Flexibility of changing package has some positive effect on subscriber. •

Strongly Disagree

•

Disagree

•

Neither agree nor disagree

•

Agree

•

Strongly agree

4. Well market segmentation may create more subscribers. •

Strongly Disagree

•

Disagree

•

Neither agree nor disagree

•

Agree

•

Strongly agree

5. High speed internet service may create more subscribers. •

Strongly Disagree

•

Disagree

•

Neither agree nor disagree

•

Agree

•

Strongly agree

6. Large number of customer care plays positive effect on existing subscriber.

•

Strongly Disagree

•

Disagree

•

Neither agree nor disagree

•

Agree

•

Strongly agree

7. Airtel value added service has positive effect on subscriber mind. •

Strongly Disagree

•

Disagree

•

Neither agree nor disagree

•

Agree

•

Strongly agree

8. To introduce mini pack internet service in prepaid may create more subscribers. •

Strongly Disagree

•

Disagree

•

Neither agree nor disagree

•

Agree

•

Strongly agree

9. To introduce bundle minutes and SMS has some positive effect on existing subscriber. •

Strongly Disagree

•

Disagree

•

Neither agree nor disagree

•

Agree

•

Strongly agree

10. To minimize call rate may create more subscriber •

Strongly Disagree

•

Disagree

•

Neither agree nor disagree

•

Agree

•

Strongly agr

Thank you 7.1 Bibliography: Websites: •

www.airtellive.mobie

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www.airtel.bd.com

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www.google.com

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