Customers Satisfaction on Banglalink Customer Care

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Customers Satisfaction on Banglalink Customer Care

Introduction:

Good customer service is the lifeblood of any business. A company can offer promotions and slash prices to bring in as many new customers as it wants, but unless it can get some of those customers to come back, its business won’t be profitable for long. The topic of my report is “The Customer Satisfaction on Banglalink™ Customer Care”. As I’m working in Customer Care Division of Banglalink™, I got the opportunity to complete my report there. As the name of the division implies, it deals with the customers after the sales occurs. Main activities of this division includes maintaining databases of the customers, preparing the bills, distributing bills, activating new connections, helpline service, providing various types of information regarding products and services, collection of bill through different banks all over the country, and the other after sales services.

As a member of Banglalink™’s Customer Care Division, my job is to provide different types of product information and services to our valued subscribers over telephone, which is the care line service. In other words, my job is to resolve customer’s problems and ultimately satisfy the subscribers. In my dissertation report, I have tried to judge the satisfaction level of Banglalink™ customers.

Background of the research:

Telecom industry is service oriented and the customers are very much concerned about safety of their communication and other facilities. Customer service of the Banglalink starts right from the stairs of the customer care center. The guard at the door is the first person represents the Banglalink services.

Banglalink plays a crucial role in challenging communication environment and socio-economic changes of a developing country. In the past decade there has been a rapid change in the communication of Bangladesh leading to an increase number of Telecom industries. At the some time telecommunication area is becoming wider as well as services are becoming easier and faster.

Due to free market communication the rapid growth in competition among nationalized, foreign and private telecom industries in the field of operation results in attractive services to the retailer and wholesaler customers. So Banglalink need to measure the market position in the competitive telecom industry. It requires studying and comparing its customer satisfaction level, customer services or performance with that of similar telecom organization.

Origin of the report:

As a partial requirement of BBA program I need to go for internship report to gather practical experience and need to submit the report regarding that practical knowledge. This report is originated to require completing the BBA program from Department of Marketing under University of Information Technology & Science (UITS). This report will definitely increase the knowledge of other students to know the telecom industry of Bangladesh, and the various services Banglalink is providing to be the premier customer satisfaction service in the country.

Objectives:

1. Broad Objective:

The broad objective of this report is to measure the customer satisfaction level of Banglalink customer care.

2. Specific Objectives:

• To evaluate the customer service of Banglalink .
• To find out the internal and external environment of Banglalink.
• To identify the customers attitude towards the customer service department.
• To identify the manpower of Banglalink regarding customer service.
• To identify the depth of knowledge of the employee who serve the customers.
• To identify the differences between existing and potential customers regarding attitude and perception.
• To find out the relationship between the customers and customer manager.

Scope of the Study:

The scope of this study is to measure the success or failure of customer care department of GSM operators in Bangladesh and the study is limited to Banglalink™ subscribers only overlooking other operators like Grameenphone, Aktel, and Citycell. This proposal examines customer satisfaction models for assessing the relationship of customer service offered through Customer Care Division with the level of customer satisfaction. The author illustrates the approach by studying customer satisfaction in a semi structured questionnaire form and interviewing the customers from different parts of the country (geographic region), different age groups and different status.

Limitation of the report:

• While performing the research study I faced some problem for which this report has got limitations, these are being stated below:
• Two-month time is not enough for such an extensive work of the study. It is very difficult to collect all the required information in such a short period.
• Due to some legal obligation and business security Banglalink™ restricts some data not to be published publicly. For this reason, the study limits only on the available and published data and certain degree of formal and informal interview.
• The employees are very busy with their jobs, which lead to little time to consult with me.
• Problems of Quota Sampling: Banglalink™ employee & the agency personnel might give biased information.

Centralized study:

• All the samples were the current customers of Banglalink but those who already switched to other GSM operators like Grameenphone, Citycell, and Warid were not taken into consideration. But there is a possibility that those customers switched elsewhere due to their dissatisfaction or getting poor quality of service of BL.
• Lack of concentration in filling up the questionnaire: Not enough time was there to fill up the questionnaire properly. Also the levels of knowledge of the samples were not adequate for every question.
• Time as a constraint: Time was a constraint all the time it was quite difficult to continue the internship and continue the research work together.
• Literature review could have been made better if I could spare more time on it.

Methodology of the Study:

1. Population : The population of this research project is defined as fallow:

a. Element : Existing all customer’s of Banglalink

b. Unit : Individual customer’s of Banglalink

c. Extent : Gulshan Branch in Dhaka City.

d. Time : 15 March 2011 – 18 may 2011

2. Sample Frame: Individual customer of Banglalink those who come to the Banglalink Care Centre (Gulshan Branch) for solving their different types of problem

3. Sample Size:To conduct this research I have taken my sample as a simple random sampling and the required sample size for conducting this research is 100, those who are using Banglalink connection.

4. Sampling Procedure:

For conducting this research project the probabilistic sampling procedure was followed in order to select the sample which is Simple random sampling.

5. Data sources:

The information and data for this report have been collected from both the primary and secondary sources.

a. Primary Data Sources:

Face-to-face conversation with the respective care centre officers and staffs of the Gulshan branch and head office.

Face-to-face conversation with customers visited at the customer care centre

Practical work experience in the customer care

Questionnaire.

b. Secondary Data Sources:a

Website of the Banglalink.

Various book articles regarding general customer care services and functions.

Annual repot of CCD of Banglalink™.

Newsletters, Brochures of Banglalink.

Data Board of Care Centre of Banglalink Point & Service Point (BP & BSP).

6. Data collection Method:

Relevant data for this report will be collected primarily by direct investigations of different records, papers, documents, operational process and different personnel. The interviews were administered by formal and informal discussion. Structured questionnaire will be used. Information regarding office activities of the customer care centre has been collected through consulting and discussion with care centre personnel.

7. Data Processing:

• The data has been collected from the respondents through structured questionnaire. After that, data has processed through the following ways.
• At first the questionnaires has given a serial number
• Respondents’ answers are categorized according to their personal information, present service centre situation, experience, preference, attitude, behavior, satisfaction level about Banglalink.
• After that respondents’ answer are recorded numerical figure
• However, all the respondents’ answer is put in the data matrix according to recorded arrangements.

Background and History of Banglalink™

Sheba Telecom (Pvt.) Ltd. was granted license in 1989 to operate in the rural areas of 199 upazilas. Later it obtained GSM license in 1996 to extend its business to cellular mobile, radio telephone services. It launched operation in the last quarter of 1997 as a Bangladesh-Malaysia joint venture.

Tiger’s Den (Banglalink’s Headquarters) at Gulshan.

In July, 2004, it was reported that Egypt based Orascom Telecom is set to purchase the Malaysian stakes in Sheba Telecom through a hush-hush deal, as Sheba had failed to tap the business potentials in Bangladesh mainly due to a chronic feud between its Malaysian and Bangladeshi partners. An agreement was reached with Orascom worth US$25 million was finalized in secret. The pact has been kept secret for legal reasons, considering financial fallout and because of the feud.

The main reason for the undercover dealing was the joint venture agreement between the Bangladeshi and the Malaysian partners, which dictates that if any party sells its Sheba shares, the other party will enjoy the first right to buy that.

Integrated Services Ltd. (ISL), the Bangladeshi partner, was being ‘officially’ shown as purchasing the shares held by Technology Resources Industries (TRI) of Malaysia for $15 million. ISL then paid another $10 million to Standard Chartered Bank to settle Sheba’s liabilities.

In September, 2004, Orascom Telecom Holdings purchased 100% of the shares of Sheba Telecom (Pvt.) Limited (“Sheba”). It was acquired for US$60 million. Sheba had a base of 59,000 users, of whom 49,000 were regular when it was sold. Afterward it was re-branded and launched its services under the “Banglalink™” brand on February 10, 2005. Banglalink’s license is a nationwide 15-year GSM license and will expire in November, 2011.

In March, 2008, Sheba Telecom (Pvt.) Limited changed its name as Orascom Telecom Bangladesh Limited, matching its parent company name.

When Banglalink™ entered the Bangladesh telecom industry in February 2005, the scenario changed overnight with mobile telephony becoming an extremely useful and affordable communication tool for people across all segments. Within one year of operation, Banglalink™ became the fastest growing mobile operator of the country with a growth rate of 257%. This milestone was achieved with innovative and attractive products and services targeting the different market segments; aggressive improvement of network quality and dedicated customer care; and effective communication that emotionally connected customers with Banglalink™.

Banglalink™ is today the 2nd largest mobile operator in the country and recently Banglalink celebrated with 1 crore customers. This has been achieved in just three and a half years.

Who is behind of Banglalink

ORASCOM TELECOM is one of the most dynamic telecommunications powerhouses in the world. Orascom is based in Egypt and has operations in 11 countries worldwide. Established in 1998, it is today the largest capitalized company on the Cairo & Alexandria Stock Exchanges with over 11 million subscribers worldwide. It has grown to be one of the largest and most diversified GSM network operators in the Middle East, Africa and Asia.

The Real Tigers Behind the Stripes

Employees, at Banglalink, believe that their teamwork is their greatest asset. Useful contributions made by each individual bring them that much closer to their goals. The Banglalink family is made up of a group of passionate individuals, uniquely qualified from diverse disciplines but working towards their vision.

Banglalink Ensures for the Tigers/Tigress:

• A friendly, professional and mutually supportive environment that encourages its people to develop their potentials to an optimal level.
• A true quality of professionalism that can be found in all world-class multinational companies
• Team oriented professionals, who contribute to the greater whole of the organization through their participation in decision making situations.
• A system which recognizes and rewards groups as well as individuals for their efforts and contributions to the company

Banglalink™ (An ORASCOM TELECOM Company.)

Date of inauguration	February 2005
Date of operation	February 2005
Total no of Regions	7
Total Customers	12.1 Million
Total no. of employee	5000
Manager	12%
Executives	11%
Engineers	8%
Senior Engineers	5%
Zonal Sales Manager	4%
Zonal Customer Care Manager	12%
Others	48%
Male	90%
Female	10%
Website	www.banglalinkgsm.com
Coverage area	64 District
Revenue	US$288 million (2008), 49.2% from 2007 from 2007
head Office:	Banglalink Tigers’ Den Plot 4, SW (H) Gulshan Avenue,dhaka-1212,bangladesh Dhaka – 1212, Bangladesh

(At a Glance)

Banglalink’s Shared Value

Banglalink aims to understand peoples’ needs best and develop appropriate communication services to improve peoples’ life and make it simple. All members of the Banglalink family are highly passionate individuals, fully committed to achieving the vision of company. Banglalink customers’ needs matter most to it- making their life simple and improving it is all it want. To ensure its vision is achieved, Banglalink have set themselves a few values, it want to be:

• Straight Forward
• Reliable
• Innovative
• Passionate

All the Banglalink^TM family members have one thing in common- ‘a passion to serve’. They want to go that extra mile, so that people can have the best possible service investing in the future of Bangladesh.

Making a difference

The biggest barrier today for people is the cost of handsets. Company will strive to lower the total cost of owning a mobile. Banglalink are here to help make a difference in people’s lives by providing affordable and reliable connectivity solutions. Company will strive to connect people and link their lives by listening to them and by understanding their needs. Banglalink are here to help people speak their language.

Profile of the Company (Banglalink^TM)

Name of the Organization	:	Orascom Telecom Bangladesh Limited.
Type of Business	:	Telecom Service Provider
Network Name	:	BanglalinkTM
Logo
Technology	:	GSM 900
Motto		Making a Difference
Network Status	:	Live from September, 1998
Web Site		www.banglalinkgsm.com
Headquarters Address	:	Banglalink Tigers’ Den Plot 4, SW (H) Gulshan Avenue Dhaka – 1212, Bangladesh
Phone No.	:	+880 8 821 256
Fax	:	+880 8 827 265

Management Team of the Organization

Management Team
Managing Director and Chief Executive Officer	Ahmed Abou Doma
Chief Financial Officer	Mohamed Hassan Osman
Chief Technical Officer	Ahmed Fady
Chief Commercial Officer	Asher Yaqub Khan
Sales Director	Arif Mehmood Malik
Customer Care Director	Muhammad Arshad
Human Resources & Administration Director	Tarek Beram
Head of PMO & Supply Chain	Abdus Saboor
Regulatory and Legal Affairs Director	Zakiul Islam
IT Director	Nizar El-Assad
Marketing Director	Shihab Ahmad’s

Mission of the Company

Their mission is, therefore, to reduce the total cost of ownership of buying and using a mobile phone.

Vision of the Company

The company aims to make a difference in the lives of the people. Its vision is to “Understand people’s needs best and will create and deliver appropriate communication services to improve people’s life and make it easier”. To achieve this vision, the company has established some values that it tries to instill in its employees. They want their employees and the company as a result, to be:

• Straightforward
• Reliable
• Innovative
• passionate

Objectives of the Company

The Objective of the company is to ensure telecom facility for all people of Bangladesh with minimum cost.

Products and Services of the Company

The main function of Banglalink^TM is to provide Mobile Telecom Product and Services to its valued customer including Voice Communication, SMS service and other Value Added Services (VAS). It also Provides Data & Fax services to its customers. Main Product and services are described below:

Prepaid Packages:

Banglalink entered the market with a promise of making mobile phone affordable for people. This promise was kept and Banglalink was the first operator to introduce a flat rate for all calls (inside own network and to other operators) for the convenience and ease of customers.

Banglalink currently offers one prepaid plans. All the prepaid plans come in one phases—Standard (T&T incoming and outgoing with NWD and ISD). All connections provide GPRS to subscribers.

Desh: Desh is the best prepaid package for making calls to any network. With the slogan Ek desh Ek Rate! (Means one country one rate!), is one of the cheapest prepaid plans in the country by tariff. Users of desh can call any mobile operator at cheapest rate throughout the whole day at different time slot. It also has three FnF facilities to any operator. Desh package was launched on September 14, 2006.

Desh rong: “Desh rong” has also been launched as a brand extension to enrich the brand of desh. “Rong” is a Bengali word that means “color” – the objective is to give customers a brand that they can refer to as colorful and lively. This package is beneficial for customers who mainly make calls to their own network and are heavy SMS users. It offers four on-net FnF numbers.

Ek rate darun

Desh ek rate

Regular prepaid was the first package Banglalink had to offer. It is currently unavailable in the market.

Ladies, first! With the slogan Shomporker Network (means network of relationships), was tailored for women. It was launched on September 3, 2005. It had introduced 1 second pulse for the first time in the prepaid market. It offered four FnF numbers. It is currently unavailable in the market.

Be linked! Was launched on November 16, 2005. It was later taken over by desh package as all the be linked! Customers were automatically migrated to desh.

Postpaid Packages:

Currently there are three postpaid plans from Banglalink for its retail customers. These packages are known as enterprise personal, which is a subset of much larger Banglalink enterprise. All packages come with T&T local, NWD, ISD and connectivity.

Personal package 1

Personal supplementary

Personal call and control

Loyalty Discount for postpaid packages

Banglalink is providing “loyalty” discount according to the following table based on monthly usage and length of stay.

Length of stay Monthly outgoing voice calls (Excluding BTTB charge, Roaming & VAT amount) Tk.401-1500 Tk.1501-3000 Tk. 3001+ More than 2 years 10% 12% 15% More than 1 years, Less than 2 years 8% 10% 12% Less than 1 year 7% 8% 10%

Loyalty discount are providing monthly from May 2007. The above loyalty discount will be applicable to only postpaid packages. If old postpaid package customers migrate to the postpaid packages then they will be eligible to get the discount and their length of stay will be considered on the date of activation. The length of stay will be calculated from the date of activation with banglalink. The discount amount for postpaid package 1 and 2 customers will be provided with the monthly bills Postpaid package 2 customers will be provided discount even if their monthly commitment is lower than Tk. 1,000. The discount amount for postpaid package 3 customers will be uploaded to their account by IT on a specific date of each month.

Former Packages:

Upper class, a postpaid platform, was launched on July 31, 2005. It was mainly targeting slightly upscale consumers. Upper class was known for offering purple carpet treatment to its clients, giving special attention with separate counters at sales and customer care centers and a dedicated hotline. It had numerous packages under two different tariff plans—tailor made and made to measure. In addition to those, it introduced a hybrid product named call and control designed to offer the value of postpaid with the control of prepaid. Later enterprise personal took control of upper class.

Other Postpaid Packages:

Postpaid New Bundle Offers

Postpaid 1000

Postpaid 500

Postpaid 1000

Postpaid customers will be offered a bundle of 1300 minutes to both on-net and off-net (excluding ISD, EISD) and 500 on-net SMS, and 75 MB internet, against a bundle fee of Tk.1000 (excluding VAT)

• After consumption of free minutes, flat rate of 0.85/min will apply.

Postpaid 500

Postpaid customers will be offered a bundle of 600 minutes to both on-net and off-net (excluding ISD, EISD) and 100 on-net SMS, and 25 MB internet, against a bundle fee of Tk.500 (excluding VAT)

• After consumption of free minutes, flat rate of 0.90/min will apply.

Details of both packages

Bundle minutes and SMS can be used for 24 hrs

• Validity of bundle minutes, SMS and internet will be bill cycle bound.
• Customers cannot carry forward the minutes and SMS as the validity of the minutes and SMS will be bill cycle bound.
• Pulse will be 60 seconds flat.
• Bundle minutes, SMS and internet will be billed on a prorated basis.

Package details

There is no package price only TK. 1300 and TK 700 will be taken as security deposit. Credit limit will be 100% of security deposit. Customers can migrate to the new packages by increasing their security deposit to TK1300/700 if it is below TK 1300/700 or automatically if it is already TK1300/700 or higher. Migration fee of TK58 as per usual practice will apply. Migrations will be allowed only during bill cycle dates. Postpaid 500 and postpaid 1000 customers can add supplementary connections as per normal practice but CUG minutes will also have pulse of 60 seconds. (tariff will be 0.25/min) Loyalty discount is applicable to the bundle customers as well as BOI and Free MCA. Telesales discount is not applicable for these customers. New customers will be placed under 31st bill cycle. Auto debit is the most convenient method of payment and should be encouraged in order for the customer to remain connected at all times. CareLine can inform customers of the unused SMS/minutes/internet but it will not be real time. Migration to and from Package 1/Postpaid Unlimited/Postpaid 500/Postpaid 1000 will be allowed. Other migration scenarios will be reviewed and decided upon in future.

Postpaid Unlimited Bundle Offer

Summary of the Package Offer

Postpaid customers will be offered a bundle of 3000 minutes to both on-net and off-net (excluding private PSTN, BTCL, ISD, EISD) and 5000 on-net SMS, and 200 MB internet, against a bundle fee of Tk.2000 (excluding VAT) Bundle minutes and SMS can be used for 24 hrs Validity of bundle minutes, SMS and internet will be bill cycle bound. Customers cannot carry forward the minutes and SMS as the validity of the minutes and SMS will be bill cycle bound. After the consumption of the free 3000 minutes, customers will enjoy flat rate of Tk.0.65/min tariff with 60 second pulse. Bundle minutes, SMS and internet will be billed on a prorated basis.

Package details

There is no package price only TK 2,500 will be taken as security deposit. Credit limit will be 100% of security deposit. Customers can migrate to the unlimited package by increasing their security deposit to TK 2,500 if it is below TK 2,500 or automatically if it is already TK 2,500 or higher. Migration fee of TK58 as per usual practice will apply. Migrations will be allowed only during bill cycle dates. Unlimited Customers can add supplementary connections as per normal practice. Loyalty discount is applicable to unlimited customers as per normal practice. Telesales discount is not applicable for these customers. New customers will be placed under 31st bill cycle. Auto debit is the most convenient method of payment and should be encouraged in order for the customer to remain connected at all times. CareLine can inform customers of the unused SMS/minutes/internet but it will not be real time. Migration to only Package 1 will be allowed. Other migration scenarios will be reviewed and decided upon in future.

Banglalink enterprise packages:

Targeting the corporate and SME segments, banglalink has launched “banglalink enterprise” with state of the art services including GPRS, corporate SMS broadcast, dedicated customer relationship management, and customized packages.

Banglalink enterprise offers a wide range of products and services to suit the needs of the business community. Companies under the enterprise package are provided with a dedicated enterprise relationship manager who provides them with personalized customer care round the clock. Other benefits of enterprise include customized packages with attractive call charges and connection price, enterprise SMS broadcast, enterprise short code, international roaming, missed call alerts, free voice mail retrieval, fax and data service, call conferencing, special offer for family members and many more. It was first launched in December, 2006.

The current packages are:

• enterprise corporate; targeted at the corporate segment
• enterprise SME; targeted at the SME segment
• enterprise personal

Prior to the launch of Banglalink enterprise, Banglalink served the business clientele through a similar platform named Banglalink professional.

Other New Business Packages:

BL SME C&C

SME Postpaid Package

SME Postpaid

•Package price will be Tk.450 which will be taken as security deposit • 50 FREE on-net minutes and 50 FREE on-net SMS per month • Additional 1,000 SMS to any banglalink number which will be given within 30 minutes of activation with 30 days validity. • 10 MB FREE internet per month (on demand)

• Distributor & Retailer Package
• Commercial Packages (PCO)
• PCO Postpaid
• PCO Call & Control

Value Added Services (VAS):

Banglalink also offers extensive range of value added services for its customers. The lists of the Value Added Services are given below:

1. Azan Alert (4646)
2. banglalink Advance
3. Banglalink Babsha Jigyasha 7677
4. Banglalink Billpay service
5. Banglalink Easy Divert
6. banglalink emergency
7. Banglalink Golpo Chora Gaan (5432)
8. Banglalink Messenger Service (8989)
9. Banglalink Mobile Remittance Service
10. Banglalink Music Station (5858)
11. Banglalink Phonebackup
12. Banglalink Timer SMS
13. BBC Janala
14. BL Stock info service 6464
15. Blood bank (8008)
16. Call Block Service (8181)
17. Call Me Back
18. Calling Options (Call Barring, Call Forwarding, Conference Calling Service, Caller Line Identification Presentation (CLIP), Call Waiting / Call Holding)
19. CRBT “Amar Tunes”
20. FnF
21. Friend Finder (2424)
22. GPRS
23. Health Link (789)
24. i’bubble
25. i’Cook
26. International SMS
27. ISD Call Rate
28. IVR Horoscope Service (Dial: 4466)
29. Jiggasha 7676
30. Junction 1313
31. M Ticketing
32. Mig33
33. Missed Call Alert
34. Namaz Alert
35. News Service
36. Power Menu *789#
37. Soft launch: Amar Tunes Express Copy
38. Songs Dedication (4226)
39. Voice Adda
40. Voice Mail Service (VMS)
41. Voice Portal 4848
42. Yellow Page

Free FnF Counter in a Calendar Year:

SL	Package Name	No. of FnF	Operator	Free FnF Counter In a Year
1	Desh	3	Any Operator	12
2	Desh Rong	4	On-net Operator	12
3	Ladies First	4	On-net Operator	12
4	Personal Package 1	4	Any Operator	After every two months
5	Personal Package 2	5	Any Operator	After every two months
6	Personal Call & Control	3	Any Operator	24
7	Corporate Package 1	4	Any Oerator	After every two months
8	Corporate Package 2	4	Any Opertor	After every two months
9	Corporate Call & Control	4	Any Operator	24
10	BL SME Call & Control	4	Any Operator	24
11	SME Call & Control	3	Any Operator	24
12	Retailer Call & Control	4	Any Operator	24
Note: 1. FnF counter starts and ends within a calendar year (Jan to Dec).
2. After availing total Free FnF in a calender year, 25 TK will be charged for each time afterwards (as many). 3. Free FnF counter availability in case of Prepaid package migration within the calendar year: Case 1: Once a customer consumed all free FnF counter of his existing package and after that migrate to a new package where free FnF counter is higher than the previous package then customer will be eligible for remaining free FnF counter (already availed FnF counter from the previous package minus Free FnF counter offered in the new package) as per the migrated new package. Case 2: Once a customer migrate to a new package where free FnF counter is lower than the previous package and customer already consumed number of free FnF counter available in the current package then customer will be charged for changing FnF.

Fees of Services:

Applicable Services & Charges for Pre-paid and post-paid Packages
Service	Pre-Paid	Post-Paid	Charges (in BDT including VAT)
SIM Replacement	Service Available	Service Available	75
Transfer of ownership	Service Not Available	Service Available	800
Number Change	Service Not Available	Service Available	FOC
Address Change	Service Not Available	Service Available	FOC
Reconnection from Termination	Service Not Available	Service Available	FOC
Call barring from Handset	Service Not Available	Service Available	FOC
Golden number charge	Service Not Available	Service Available	1000
Silver number charge	Service Not Available	Service Available	250
Platinum Number Charge	Service Not Available	Service Available	From 20,000 to 50,000
Charges for pure Postpaid Packages who wants to avail Itemized Bill/E-Itemized Bill
Service	Pre-Paid	Post-Paid	Charges (in BDT including VAT)
Itemized Bill (On demand in CCC/BP)	Service Not Available	Service Available	100
E-Itemized Bill (On demand in CCC/BP)	Service Not Available	Service Available	30
Itemized Bill (Monthly in CCC/BP/Careline)	Service Not Available	Service Available	100
E-Itemized Bill (Monthly in CCC/BP/Careline)	Service Not Available	Service Available	30
Itemized Bill	Service Not Available	Service Available	Free
(Monthly through ERM request by Corporate )
Itemized Bill	Service Not Available	Service Available	Free
(On demand through ERM request by Corporate)
Charges for pure Postpaid Packages who want to avail both IB/E-IB
Service	Pre-Paid	Post-Paid	Charges (in BDT including VAT)
IB & E-IB	Service Not Available	Service Available	130
(On demand in CCC/BP)
IB & E-IB	Service Not Available	Service Available	130
(Monthly in CCC/BP/Careline/BOS request)
IB & E-IB	Service Not Available	Service Available	Free
(Monthly through ERM request by corporate)
IB & E-IB	Service Not Available	Service Available	Free
(On demand through ERM request by corporate)
Notes: E-Bill & E-IB
1. Only pure post-paid customers can get their monthly bill or Itemized bill through e-mail if they registered for our E-bill service. Customer of 21st bill cycle will receive bill by 24th of each month, and customers of 31st bill cycle will receive bill by 3rd of each month.
2. The courier bill by default will not be sent to the customers once s/he avails the e-bill /E-IB.
3. If the customers wish to receive both Bill & E-bill or Itemized bill & E-IB,then they need to inform through any of the
BL contact points ( i.e. Care Centers, BP, Careline , ERM etc).
4. The requests of the customers on monthly e-bill/ e-IB/ IB will be applied from the next bill cycle onwards of receiving the requests.
5. Last one year’s IB request can be entertained.
6. Only 4MB maximum can be sent through email.
7. Customers will not be charged for re-sending the E-IB, incase of those customers, who complain that they have not received the E-Bill/E-IB.
8. Those customers who get IB free (like PCO and Corporate Customers) will not be charged regardless Email or Courier delivery.
9. Customers need to pay at the care center/BP if they want to avail the on demand e-itemized bill and SLA is within 24 working hours.
10. Bill will be sent through an auto generated e-mail.
i. The e-mail will be sent from: banglalink
ii. E-mail address:ebill@banglalinkgsm.comThis e-mail address is being protected from spambots, you need JavaScript enabled to view it
iii. Subject of email: banglalink e-bill for the month

Banglalink Care lines

“Banglalink Customer Care” became a new era in the field of customer service with the help of a devoted and enthusiastic pool of customer care representatives. And this was possible because of its belief in 7 promises:

1) Greet with a smile

2) Listen attentively

3) Exceed expectations

4) Take responsibilities

5) Apologize sincerely

6) Appreciate opinions

7) Make a difference in service

With a massive campaign of “Apnar Jonnoi Amra – Kotha Dilam” (We are there for you- We Promise), Banglalink reached to new heights of Customer service & created a positive impression within the industry. This would have never been possible without the dedicated tigers of Banglalink Customer Care- The Customer Care Representatives across the country.

Hotline of Banglalink Care lines:

Working Hour

24 hours a day, 7 days a week and 365 days a year.

Care Line Tariff Details

Banglalink Sales and Care Centers Locations:

Banglalink Sales & Care Centre with a trained team strives to guarantee customer – oriented service aiming to satisfy the subscribers with proactive attitude and efficient solution. Banglalink Customer Care Representative serves the customer with pleasure on the following issue.

1. Subscribing a New Connection
2. SIM Replacement
3. Transfer of Ownership
4. Reconnection
5. Change of Address
6. Change of Number
7. Itemized bill
8. Bill payment through credit card
9. Package Migration
10. SIM is Lost
11. Re-Registration
12. Call Barring From Handset
13. Reach to Sales & Care Centre

Airport Customer Care Center Address:

Location	Contact Number	Working Hour
Airport Customer Care Arrival Lounge Hazrat Shahjalal International Airport, Kurmitola Dhaka.		24 hours / 7 days a week

Customer Care Center Address:

Location	Contact Number	Working Hour
Dhaka CCC (Gulshan) Rangs Arcade Ground Floor, South Side 153/A, Gulshan North Avenue Gulshan Circle -2	Fax: 02-9862607	9 a.m. – 8 p.m. Sunday -Thursday 9 a.m. – 6 p.m. Saturday 9 a.m. – 6 p.m. Friday
Dhaka CCC (Motijheel) Humayun Court Ground Floor, 21 Motijheel C/A Dhaka – 1000	Fax: 02-9563638
Chittagong CCC Forum Central, Ground Floor 787/863, M.M. Ali Road, Golpahar Circle, Chittagong-4000.	Fax: 031- 638864
Sylhet CCC Khairun Vabon, 1st FL, MirboxTola,Chowhatta, Sylhet -3100	Fax: 0821-2830446	9 a.m. – 6 p.m. Saturday -Thursday Friday Closed
Rajshahi CCC House # 19A,Cantonment Road, Ground FL, Uttara Clinic More, Uposhahar, Rajshahi	Fax: 0721-861322
Khulna CCC 69, K.D.A. Avenue, 1st FL Khulna
Bogra Plot # 8118, Holding # 173 Ward # 07, Ground FL, JaleswaritolaKalibari More, Bogra-5800	Fax:051-51545	9 a.m. – 7 p.m. Saturday -Thursday Friday Closed

Banglalink Sales and Care Centres Address:

Banglalink Network Coverage:

1. Dhaka Division

2. Chittagong Division

3. Rajshahi Division

4. Khulna Division

5. Barisal Division

6. Sylhet Division

Network Coverage Map of Banglalink:

District: Nilphamari

Total BTS: 34

BTS Up: 34

Bts Down: 0H

Functions of the Customer Care Department (CCD)

Each and every year only because of increased demand of Service Points Banglalink^TM increasing and opening new service outlets to reach its wide customer base. The table below shows the number of CC, BP & BSPs opened in each year (2005-2010) so far:

Year	Customer Care Center (CC)	Banglalink Point (BP)	Banglalink Service Poinr (BSP)
2005	03	–	–
2006	01	10	–
2007	02	20	200
2008	01	30	250
2009	–	16	400
2010	–	–	100
Total	07	76	950

Source: Annual Report of Orascom Telecom Ltd. (2009-2010)

Services offered

Banglalink delivers customer care using its call centers and customer care networks.

Currently Banglalink provides customer care services to its clients through:

1. Banglalink Sales & Care Centres (CC)

2. Banglalink Points (BP)

3. Banglalink Service Points (BSP)

4. Banglalink Care Lines are call centers serving customers 24 hours 7 days a week with instant solutions.

Services offered at Banglalink™ Service Points:

Customer Care Department provides all kinks of services regarding company Products. Like:

1. SIM replacement

2. iTop up

3. New connection sale

4. Value Added Service (VAS) activation

5. International roaming info.

6. Itemized bill request

7. Bill pay & adjustment

8. Transfer of ownership

9. Package migration.

10. Package upgradation.

Organogram of Customer Care Department

Criticisms and Penalty:

In October, 2007, BTRC fined Banglalink Tk. 1.25 billion for its involvement in illegal call termination business. The then BTRC chairman major general (retd.) Manzurul Alam confirmed Banglalink’s involvement in the illegal trade. Banglalink, however, in a statement said the company has agreed to make a one time fixed payment of Tk. 1.25 billion to the government as compensation for its loss in revenues.

Banglalink initially failed to expand its network keeping pace with increased numbers of subscribers. This is because Banglalink was the fastest growing mobile operator at that time in the whole world. However, Banglalink have invested heavily in 2007 and continued that in 2008 for improving network quality. Banglalink’s network coverage and network quality improved considerably and is among the best in Bangladesh now. Especially Banglalink has the best international call quality in Bangladesh.

Customer Service:

Customer service is the provision of service to customers before, during and after a purchase. According to Jamier L. Scott. (2002). “Customer service is a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer expectation.”

Customer service is normally an integral part of a company’s customer value proposition.

From the