Telecom Sector in Bangladesh
Content
Contents
Chapter One:Introduction Page
What is Telecommunication? .............................................................................................5 The Mobile Phone Technologies …………………………………………….…..…….5-6 GSM Technology. ……………………………………….…………….… 6 CDMA Technology………………………………….………….………6-7 GSM vs. CDMA Technology………………………………………...…7-8 Advantages & Disadvantages of GSM & CDMA Technology…………...8 The Telecommunication Cycle………………………………………….………………8-9 What is Telecommunication Marketing? ............................................................................9 Chapter Two An over view on TM International (Bangladesh) Ltd ……………………………10-12 AKTel Beliefs…………………………………………………………….…12-13 Major Milestone of AKTel Business……………………………………….. …..13 AKTel has the following categories of product………………………………...14 o AKTel Post-paid products…………………………………..………… 14 o AKTel Pre-paid products……………………………………………15-16 Supporting Services. ………………………………………………..………16-17 Value added Services………………………………………………..………17-18 Marketing Division (Organ gram)……………………………………...…….…18 Services provided by Marketing Division………………………….……….18-20 Promotional strategies of Aktel……………………………………………..21-23 Special Offer……………………………………………………………………24 Chapter Three: Grameen phone Back ground of Grameen Phone…………………………….……………...........25
Products & Services of Grameen Phone Products……………………………………………………………………..……26 Customer Service……………………………………………………………...…26 Value Added Services………………………………………………………...27-32 After sales service……………………………………………………….……33-35 About GP International Roaming ..…………………………………….….35-42 Chapter four: City cell
Ownership Structure……………………………………………………….…4344
Product of CityCell…………………………………….……………….…….44-46 Pre
paid package………………………………………………………. ………...46
Types of package……………………………………….…………...……..…4749
Pos paid package…………………………………………….………………..4951
Chronology of CityCell's Achievements……………………..…..……..……51-53 Services of CityCell………………………………………..…..………..……53-54
Chapter Five: Banglalink Who is behind Banglalink?...........................................................................................59-61 Product and Services Post Paid Package………………………………………………………….……..62 Benefits of Post-paid packages………………………………………….........62-64 Pre Paid Package………………………………………………….………..…64-65 Tariff & Charges………………………………………………….………..…65-67 Services…………………………………………………………….……….……67 Banglalink Value-Added Services………………………………..…………..68-72 . Chapter six: Competition in telemarketing between various companies of Bangladesh is fine
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Mobile phone scenario in Bangladesh……………………….……………….73-74 Bangladesh Telecom Scenario……………………………………………..…74-75 Bangladesh customer category…………………………………………………...76 Comparative analysis Findings & Analysis……………………………………………………………...76 Profession of the respondents………………………………………………….....77 Age of the respondents………………………………………………………..77-78 Reason for using mobile phone…………………………………....78-79 Comparative Analysis………………………………………………….....................79-80 Quality of service…………………………………………………..……80 Satisfaction with the Network coverage…………..………................81 Network coverage ……………………………..……………................82 Market Reputation of existing companies………………………….................…83 Providing New Technology & related services………………………………83-84 Positions in the Promotional Activities……………………….……………...84-85 Pricing of the Product………………………………………………………...85-86 Year wise Mobile subscribers increase…………………………………….…86-88 Market share of various companies………………………………………..…89-90
Chapter seven Conclusion........................................................................................................................90 Appendix: Questionnaire………………………………………….……………...…91-94 References…………………………………………………….…………..…………….94
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Acknowledgement
It gives me immense pleasure to thank a large number of individuals for their cordial cooperation and encouragement who have contributed directly or indirectly in preparing this report. Firstly, I express my gratefulness to Almighty Allah who has made be able to pursue my study. I convey my gratitude to my honorable Supervisor teacher and advisor of the internship program Syed Ahsanul Alam. Associate Professor & Chairman MBA Exam. Committee 2001 Department of Marketing University of Chittagong. For his guidance and co-operation, that helps me immensely to prepare this report. I would like to express my gratitude to Mr. Anis Farooq, Deputy Manager, Marketing Division, customer care. AKTEL, for giving me the opportunity, appointment and lastly for his certification for the internship program that I had completed. And for his excellent helping attitude has greatly encouraged my work as an intern. I would also like to convey my thanks and gratitude to Ms. Hafiz jabun sultana. Asst. Manager, Customer care. And last but not the least; I would like to thank all the wonderful personnel working in the Marketing Division in “TM International (Bangladesh) Limited”. It is them who made it easy for me to understand and encouraged me a lot during my internship program. 4
Methodology: This report is a descriptive one, which was administered by collecting primary and secondary data. Descriptive Research has an important objective: gives description of something marketing characteristics of function (Malhotra, 2001) and also the description of phenomenon or characteristic associated with an object population (who, what, when, where and how of a topic, Copper, 2001). The report tried to discuss on over all scenario of existing mobile companies. Evaluate the performance of the companies and tried to identify the competitive positions. Before going in to the deep study, conceptual structure visualized under which the whole study was conducted. ECUTIVE SUMMARY Internship program fulfills the partial requirements of the MBA program. This report gathers knowledge and information obtained in the internship tenure. This internship report has been organized in three major parts. First part of the report is on the over all study on mobile companies of Bangladesh. Next is the competitive analysis on the basis with the various aspects of Telekom Malaysia International (Bangladesh) Limited (TMIB). Later on the third part deals with the project named Questionnaire for consumer study on market segmentation of cellular phone in Bangladesh. TMIB is a joint venture organization with A. K. Khan & Co. and Telekom Malaysia, Malaysia’s leading telecommunication provider, which has been operating in Bangladesh since 15 November 1997. Presently in TMIB the stake of Joint Venture is like that Telecom Malaysia have 70% and A. K. Khan & Co. Limited of Bangladesh have 30%. I discuses about all the companies are existing in the market like as AKTel, Grameen phone, city cell, Banglalink and tried to compare among them with performance and positions. The survey was focused on competitive positions of the mobile companies.
What is Telecommunication?
Telecommunication links via satellites are bringing about revolutionary changes in the Fields of communication. The barriers of spaces and time have totally collapsed. Not very 5
long ago it took days to communicate to someone through a letter but the new STD and ISD facilities have made communication an instantaneous process. The world appears to have contracted or been squeezed into a small room in which, given certain facilities, it is possible to communicate with anyone in any part in the world. THE MOBILE PHONE TECHNOLOGIES: GSM: GSM stands for "Global System for Mobile Communications." GSM is mostly a European system and is largely unused in the US. GSM is interesting in that it uses a modified and far more efficient version of TDMA. GSM keeps the idea of timeslots and frequency channels, but corrects several major shortcomings. Since the GSM timeslots are smaller than TDMA, they hold less data but allow for data rates starting at 300 bits per second. Thus, a call can use as many timeslots as necessary up to a limit of 13 kilobits per second. When a call is inactive (silence) or may be compressed more, fewer timeslots are used. To facilitate filling in gaps left by unused timeslots, calls do "frequency hopping" in GSM. This means that calls will jump between channels and timeslots to maximize the system’s usage. A control channel is used to communicate the frequency hopping and other information between the cell tower and the phone. To compare with the other systems, it should be noted that GSM requires 1 Watt of output power from the phone. CDMA: CDMA stands for "Code Division Multiple Access" and is both the most interesting and the hardest to implement multiplexing method. CDMA has been likened to a party: When everyone talks at once, no one can be understood, however, if everyone speaks a different language, then they can be understood. CDMA systems have no channels, but instead encode each call as a coded sequence across the entire frequency spectrum. Each conversation is modulated, in the digital domain, with a unique code (called a pseudo-noise code) that makes it distinguishable from the other calls in the frequency spectrum. Using a correlation calculation and the code the call was encoded with, the digital audio signal can be extracted from the other signals being broadcast by other phones on the network. From the perspective of one call, upon extracting the signal, everything else appears to be low-level noise. As long as there is sufficient separation between the codes (said to be mutually orthogonal), the noise level will be low enough to recover the digital signal. Each signal is not, in fact, spread across the whole spectrum (12.5 MHz for traditional cellular or 60 MHz in PCS cellular), but is spread across 1.25
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MHz "pass-bands." CDMA systems are the latest technology on the market and are already eclipsing TDMA in terms of cost and call quality. Since CDMA offers far greater capacity and variable data rates depending on the audio activity, many more users can be fit into a given frequency spectrum and higher audio quality can be provide. The current CDMA systems boast at least three times the capacity of TDMA and GSM systems. The fact that CDMA shares frequencies with neighboring cell towers allows for easier installation of extra capacity, since extra capacity can be achieved by simply adding extra cell sites and shrinking power levels of nearby sites. CDMA technology also allows lower cell phone power levels (200 miliwatts) since the modulation techniques expect to deal with noise and are well suited to weaker signals. The downside to CDMA is the complexity of deciphering and extracting the received signals, especially if there are multiple signal paths (reflections) between the phone and the cell tower (called multi path interference). As a result, CDMA phones are twice as expensive as TDMA phones and CDMA cell site equipment is 3-4 times the price of TDMA equivalents.
GSM vs CDMA: A TECHNICAL COMPARISON Advantages of GSM:
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GSM is already used worldwide with over 450 million subscribers. International roaming permits subscribers to use one phone throughout Western Europe. . GSM is mature, having started in the mid-80s. This maturity means a more stable network with robust features. CDMA is still building its network. GSM's maturity means engineers cut their teeth on the technology, creating an unconscious preference. The availability of Subscriber Identity Modules, which are smart cards that provide secure data encryption give GSM m-commerce advantages.
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Disadvantages of GSM: • Lack of access to burgeoning American market. Advantages of CDMA include:
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Increased cellular communications security. Simultaneous conversations, less call drops, strong network. Low power requirements and little cell-to-cell coordination needed by operators. Extended reach - beneficial to rural users situated far from cells. Due to its proprietary nature, all of CDMA's flaws are not known to the engineering community for solving. CDMA is relatively new, and the network is not as mature as GSM. CDMA cannot offer international roaming, a large GSM advantage.
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Disadvantages of CDMA include:
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Telecommunication Cycle: The transmission of the senders ideas to the receiver and the receiver’s feedback or reaction to the sender constitute the telecommunication cycle. The main steps o this cycle is as follows; 1. Input: the information or ideas the sender wants to gives the receiver. 2. Channel: fax, phone call, electronic mail, etc. 3. Massage: the actual massage that in sent. 4. Output: the information the receiver gets. 5. Feedback: the receiver’s response (or non-response) to the massage. 6. Brain drain: the possibility of misunderstanding at any step. We can illustrate this cycle with the help of the following illustration:There are several barriers to the understanding of a massage and as the figure suggest, Misunderstanding can occur at any stage. Input Massage Output I want to know the balance Kindly send me a statement He needs a statement of his In my current account at Of my transactions in Transactions in current account The end of October current Account October no… during No… during October
What Is Telecommunication Marketing? Is the chapter we have already find a definition of Marketing which is- “Marketing is a process by which individuals and groups obtain what they need and want by creating and 8
exchanging products and value with other.” Thus we can say that Telecommunication Marketing is a process by which Telecom Company or operator’s presents their products & services. Telecommunicating has a great role in modern economy & society. Without telecommunication we can thing about the prosperity of the society. The base of the modern progressive society is telecommunication. Telecommunication makes the whole world as a global village. So people can communicate with each other from a long distance. Here long distance means from any where of the world. Now-a- days in most of the country’s telecom industry contributes a huge share of national income. Without marketing telecom industries can’t bring their products and services to their customers. So Telecom Marketing has a great importance in modern society.
AN OVERVIEW ON TM INTERNATIONAL (BANGLADESH) LTD. AKTEL. TM International (Bangladesh) Ltd.
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GROUND OF THE COMPANY: TM International (Bangladesh) Limited (TMIB), a joint venture company of Telecom Malaysia Sdn. Bhd., of Malaysia and A. K. Khan & Company Ltd. of Bangladesh has started its commercial operation in Dhaka, the Capital city of Bangladesh as a GSM 900 cellular phone operator on 15th November, 1997 the tremendous success in Dhaka. TMIB has started its operation in Chittagong in March 26, 1998. TMIB uses the Global System for Mobile (GSM) communications as the digital cellular system, which is fully featured with services like Basic Telephony, Data and Value Added Services, (VAS). TMIB has an integrated and fully computerized Customer Care Billing System (CCBS), which supports virtually all subscriber-related functions. VISION, MISSION and THEME of the company: The Vision: To be the most preferred GSM cellular service provider in Bangladesh. The Mission: To provide total customer satisfaction as the company strives to become the most preferred GSM cellular service provider in Bangladesh. TMIB will achieve this through developing people, products, and services of the highest quality and meeting the needs of its employees, shareholders and the nation.
Theme: “Customer First” The AKTEL Service- Clearly Ahead: The whole is the sum of parts and when the best come together; the results can be truly spectacular. TMIB brings AKTEL Mobile phone service, a digital cellular phone service which will prepare better for life in the fast lane. AKTEL GSM always keeps so near, even when so far. CORPORATE SUMMARY: The over all company growth and satisfactory performance has been achieved under the dynamic leadership of Mr.Nasir Bin Baharom, Managing Director of 'Telecom Malaysia International (Bangladesh) Limited'.
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TMIB received license to operate GSM cellular phone services in Bangladesh in 1996. It is a joint-venture company formed between Telekom Malaysia Berhad holding 70% of the equity capital and 30% local shareholding by let A. M. Zahiruddin Khan (ex, Chairman, T M International Bangladesh Ltd.), the present chairman yet no selected. M/s A. K. Khan & Co., Limited. The directors are a.Mr.Yb Tune Joseph Salang Gardum b.Mr.Yb Dato Ir.Hj. Mohd.Zin Bin Hj.Mohamed. The success story started with the commercial launch of AKTEL services in Bangladesh in November 15, 1997. TMIB provides standard mobile connections with NWD and IDD facilities. They also provide mobile-to-mobile services. It has fully covered the Capital city Dhaka, and started functioning in the Port city Chittagong from 26th March 1998. Now AKTEL is covering 61 districts of Bangladesh. It was not only a service launching ceremony but also worked as renewal of friendship between two brotherly countries - Malaysia & Bangladesh. The ceremony gathered ministers and dignitaries of both the countries where they had an opportunity of exchanging views of bilateral trade and cultural interests.
At present The Company employing Five Hundred Fifty (500) Staffs in total to serve more than 600000 subscribers. TM is a full-fledged business enterprise with a corporate head office; Finance Department, Human resource Department, Technical Department and Marketing Department, Corporate Affairs, all are functioning under efficient and highly qualified Persons. AKTEL’S BELIEFS: AKTEL strongly believes that subscribers are the most valuable assets. The company has a strong Customer Service. To always be with customer, AKTEL "Help Line' is there. AKTEL has successfully migrated to a new switch with higher capacities in terms of accommodating higher customer base and as well as to let them use all the basic and supplementary services under GSM technology. It introduced 11
the both-way national roaming all through its network coverage. The Prepaid services with enhanced features have been commercially commenced successfully and now the company taking some projects to accumulated more advanced technological features in network. In term of Network Quality, the company will ensure the equipment of worldclass standard but more importantly its size or capacity is catered to the right dimensioning of customer base, in order to overcome the drop calls problem or call congestion. All these are done through proper planning, control and schedule maintenance program. The company maintains the benchmark for providing the quality services. It monitors these through generating regular report and on site survey. If any weak signal or drop call, comes to notice, skilled engineers are providing services round the clock and resolve the problem instantly. The most important key resource factor at TMIB is its efficient human resource. Moreover, its decisions are based on facts from market research and coverage survey. Furthermore, the entire thing can only be achieved through the right people. AKTEL has put its sharp eye in developing its employees through proper training, as it believes that the most important asset for TMIB is its staff members. The company is trying its best to ensure the quality services by quality people. It has the plan to give opportunity to every household to use cellular service in the country at the competitive price providing unparalleled quality service and customer care. In achieving this goal, the company can't wait for more interconnection facilities with the fixed network. The company is planning to enforce strong efforts to create its own independent network. It has already started Dhaka-Chittagong AKTEL backbone. The company’s future plan is to vigorously expand network, which can be called cell-to-cell expansion, covering almost all the regions of Bangladesh within the year 2005.
MAJOR MILESTONE OF AKTEL BUSINESS:
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First time introduced the 'Mobile Plus (PSTN Incoming Connectivity only) Services' in Bangladesh. First time introduced the Tele-Ramadan (Timing of Iftar and Sehri during Ramadan) under Tele-info Services in Bangladesh. First time introduced the Seamless Coverage throughout the DhakaChittagong Highway and named it as 'Chittagong Dhaka Corridor (CDC)'. First time introduce the full-fledged IVR based Customer Services (Call Center) in telecom market. First time introduced cellular services in the most northern part of Bangladesh by launching AKTEL Service in Rangpur and Dinajpur in 2002. TMIB brought Sixty one (61) Districts during May 2004 successfully. Introduced the automatic system generated bill amount and payment request for the Post-paid subscribers in 2002. The automatic unbarring facility, after necessary payment making by the subscribers, is also a part of this system.
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RODUCPTS AND PACAGES OF AKTEL
AKTEL has the following categories of product.
A. Post-paid (Mobile to Mobile) B. Mobile Plus (Mobile to Mobile + BTTB incoming) C. AKTEL Standard (Local) D. AKTEL Standard (NWD) E. AKTEL Standard (ISD) F. Pre-Paid (Pure) G. AKTEL Standard (Local) Pre-Paid H. Ashol Phone (Mobile to Mobile + BTTB incoming outgoing Local, NWD, ISD) 13
AKTEL Post-Paid PRODUCTS AKTEL Standard Connection allows both-way BTTB Outgoing and Incoming facilities along with the mobile connection facility. This is a zonal subscription with National Roaming Facility. Local, NWD and IDD call facilities are available under this subscription.
Mobile plus AKTEL Mobile-Plus Connection allows BTTB Incoming facility along with the regular nationwide mobile-to-Mobile connection facility. This product has been first introduced by AKTEL in Bangladesh and has enjoyed great popularity since inception. Mobil link This is the most basic product of AKTEL featuring both Outgoing and Incoming Mobile –to- Mobile Connection facility and a host of Value Added Services. AKTEL Pre-Paid PRODUCTS 1. Pre-Paid Service (Pure): Introduction of AKTEL's One Pre-Paid Service (OPPS) is another development of mobile telephony in Bangladesh. OPPS have National Roaming facility and a flat airtime charge of Tk. 6.90 per minute. There is no incoming charge. This service helps the subscriber to control costs. It keeps free from the hassles of paying bills, security deposits and line rents to the subscriber. To start with, you have to buy the “One” Starter Kit and a handset. The Starter kit contains a pre-activated SIM card and a One Pre-Paid card.
2. Pre-Paid Plus (Mobile to Mobile + BTTB incoming) Another AKTEL's new One Pre-Paid Service (OPPS) is latest version of mobile telephony in Bangladesh. OPPS have National Roaming facility and a flat airtime charge of Tk. 6.90 per minute. There is no incoming charge from M2M but a charge of Tk. 1.50 per 30 sec. for incoming from BTTB. 3. Ashol Phone: (Mobile to Mobile + BTTB incoming outgoing Local, NWD, ISD) 14
Ashol Phone is latest version of mobile telephony in Bangladesh. Ashol phone has National Roaming facility and a flat airtime charge of Tk. 6.90 per minute to mobile outgoing and Tk.6.9+BTTB charges for Local, NWD and ISD outgoing call. There is no incoming charge from M2M but a charge of Tk. 1.50 per 30 sec. for incoming from BTTB. “OnePre-Paid”features: Unique Features of pre-paid standard:
Both-way connectivity with any Mobile and Land Phone Worldwide (Local/NWD/ISD) 10 Seconds pulse for Charging Pre-Activated SIM card with Pre-Loaded amount for ensuring the instant access No monthly line rent and credit limit Unique Charging even while Roaming Freedom to Roam under AKTEL Network (61 districts) Minimum Registration Costs and wide range of handsets option Pre-Paid Information Center – like IVR services 1st minute BTTB incoming free.
Unique Features of pre-paid mobile plus:
Exclusive Nationwide Mobile-to-Mobile connection facility Allows any incoming call from BTTB number Global incoming facility No monthly line rent and credit limit No incoming charge for receiving call from any mobile Introduced by AKTEL for the first time in Bangladesh 1st minute BTTB incoming free.
New Pre-Paid Tariff
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Three time bands
Peak : 8am-8pm Off Peak : 8pm-12am 15
Night Bird :12am-8am
Reduced Tariff for AKTEL-AKTEL outgoing call charges 10 sec pulse from 1st minute 1st minute free for BTTB incoming Up to 3 numbers under F&F package.
SUPPORTING SERVICES Caller ID: Display of the phone number of an incoming call in your handset before the call is answered. Call Waiting: While talking to the first caller, you will hear a special tone informing you about the second call on the line. At that moment you can put the first caller on hold and talk to the second caller. Call Conference: Receiving calls from multiple callers can be supplemented by joining these multiple callers so as to enable them to talk to each other. You will be able to communicate with a group consisting of maximum five callers. Call Divert: Call Divert lets you redirect or re-route your call to another AKTEL mobile or any other fixed (if you have BTTB connectivity) or mobile phone. Call Barring: Enables you to restrict certain types of calls to be made from your mobile. This feature is especially important for security purposes. VALUE ADDED SERVICES: The following additional services are available upon request: Voice Mail Service (VMS) VMS is a unique answering machine. It provides you with a personal electronic mail box in our voice mail center.
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It records your personalized greetings as well as stores your incoming voice messages. It records incoming voice messages if you are: o Outside AKTEL's coverage area or Busy or simply switched off your mobile. o It provides 24-hour automatic secretarial service o Makes you available to your calling party anytime
Short Message Service (SMS) SMS in your mobile acts like an advanced pager. You can send and receive text messages of up to 160 characters, directly from one AKTEL mobile to another AKTEL mobile. Additional Services
Calling Line Identification Presentation (CLIP) Call Forwarding/Diverting Call Waiting/Holding Itemized Bill Location Based Tele Ramadan Pre-Paid Billing Information through SMS SMS based Content Service (News, Weather, Ring tones, Logos, Pictures etc) AKTEL Mobile – Stock Mobile-Banking Facility Voice Mail Service (VMS) Short Message Service (SMS) Nationwide Roaming (Throughout Country Flat Rate) 24 Hours Customer Care 24/7 Toll free Call Center IVR (Interactive Voice Recorder) Service.
Toll Free Help line 123 (from AKTEL Number) or 0189-400400 (from any number) Service charge is as follows:
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Marketing Division (Organ gram) UNITS SERVING AT MARKETING DIVISION: 1. Front service.2.activation 3.procurement &dealer management. 4. help-line.5. Fraude Mgt SERVICES PROVIDED BY MARKETING DIVISION
a. Services Provided by the “Front Customer Care Unit”: 1. Sim Change (Due to lose or damage of sim card). 2. Accounts recharge due to temporary account lock. 3. Address change. 4. Transfer of ownership of the mobile service. 5. Recording the request for Itemized Bill for regular or particular month. 6. Selling mobile connection direct to customers. 7. Providing the customer about the various facilities and package service. 8. Record of payment to open the temporarily blocked services. 9. Receiving the application for permanent de-activation of mobile service confirming the service. 10. Various tariff information to the subscriber. 11. Receiving line block due to sim lost. 12. Sim unlock request in retrieval case subject to producing of original subscription copy and payment of bill. 13. Receiving application for converting a service into IDD/NWD service scheme and issuing the services. 14. Receiving application form of security deposit increase & confirming the service. 15. Issue of duplicate document copy in lost or damage case. 18
16. Reporting to the respective division in-charge. These are services provided by the different functional units of AKTEL Chittagong branch. The well-trained staffs of this unit are strongly committed to provide the best quality to their customers, as the mission of the company is to provide total customer satisfaction. TMIB is trying to achieve this through meeting the needs of its employees, shareholders and the nation. b. Service Provided By the “Activation” Unit: 1. Activation of new connection. 2. Activation of changed sim. 3. Change of address. 4. Issuing invoice for security deposit increase, NWD deposit, ISD deposit. 5. Activation of various services. 6. Reporting about all the activities to marketing in-charge. Various Complaints frequently come in front service. A) Accounts Complaints: 1. Bill not received 2. Delay receive received bill 3. Disputed bill 4. Delay posting 5. Payment made before locking. B) Credit Control Complaints: 1. Not informed before locking 2. Payment entry still lock 3. Fax made still lock C) It Complaints: 1. Bill not prepared in time 2. No massage before locking 3. Wrong massage 4. Repeated massage
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5. Pending problem D) Technical Complaints: 1. Coverage problem 2. Call drop 3. Call congestion 4. IDD incoming problem 5. IDD outgoing problem. E) Prepaid Complaints: 1. Recharge problem 2. Stuck problem 3. Sim problem 4. Complain against dealer 5. Any other problem.
PROMOTIONAL STRATEGIES OF AKTEL: 1) Cellular Phone Service: The whole is the sum of parts and when the best come together; the results can be truly spectacular. TM International (Bangladesh) Limited brings you AKTEL Mobile Phone Service. Fully digital cellular phone services that will prepare you better for life in the fast lane. Always keeping you so near, even when you are so far. AKTEL has been successful in bringing together the world leaders in various technologies, giving Bangladesh cellular phone service that is world class. 2) Better Billing: The whole is the sum of parts and when the best come together; the results can be truly spectacular. TM International (Bangladesh) Limited brings you AKTEL Mobile Phone Service. Fully digital cellular phone services that will prepare you better for life in the fast
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lane. Always keeping you so near, even when you are so far. AKTEL has been successful in bringing together the world leaders in various technologies, giving Bangladesh cellular phone service that is world class. 3) Better Switching: AKTEL cellular switching system provides you the state of the art GSM technology. AKTEL Mobile Phone Service is based on the GSM technology, which will give you the winning edge all the way. 4) SIM-Card Identity Number: With the AKTEL Cellular Phone Service, you will have more than just a number. Simply because the GSM standard lays emphasis on the Subscriber Identification Module (SIM) card, a key component of the whole process. It is a computer chip card, which is highly secured against fraud. A microchip embedded in the plastic card stores PIN (Personal Identification Number), code personal telephone directory and details of calls made. As a result, you can use the SIM card on any GSM 900 phone. So, even if your cellular phone is not handy, you can borrow another one; insert your SIM card and its business as usual. This electronic SMART CARD also contains your unique Personal Identification Number (PIN), just as an ATM card does, to prevent misuse, should it fall into wrong hands.
5) Consistent and High Voice: People who listen to music on compact disks are aware that digitized music results in sharper, and clearer audio quality. With GSM too, digitization of voices is done so that high quality is maintained. 6) Security: It is almost impossible for anyone to tap or listen in on a conversion in the AKTEL cellular network. Digitization encodes speech and, and dynamic allocation of frequency makes it impossible for outsiders to enter a call. Incidentally, the technology that makes it possible for you to talk better also makes it impossible for anyone to intrude into your privacy audio quality. With GSM too, digitization of voices is done so that high quality is maintained.
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7) Exciting AKTEL Service: AKTEL offers a very comprehensive range of value added services for those on the move. Each service designed to help you in specific, frequently encountered solution. Service like these will surely revolutionize the way you communicate 8) AKTEL Itemized Billing: This service entitles you to a detailed bill with an accurate breakup of the call charges, including the date, duration and numbers of incoming and outgoing calls. This is extremely handy in case you wish to keep track of expenses, or even to find out whether your card is being misused. The AKTEL network has a chain of outlets where all the leading models, makes and accessories of GSM compatible mobile phones are available. However, subscribers are free to procure their GSM cellular phones from any other source within the company or abroad provided these are duty paid and these would connected to the AKTEL network. . C. Customers Care Customer care is making the bridge the customers and company. Besides Sales division it is the only department who deals customers directly. Sales department procures the business and Customers Care keeps the business with the company for long period. Once relationship is established customer Care is doing the business with the subscribers. It works with the objective to meet all kinds of queries from customer and provide the optimum solution. The trained and friendly people are serving for customer care from 09am-5.45pm in Dhaka office. There are two shifts. One is start from 08am and end up at 05pm, another one is from 11am to 08pm. Customer care department works to ensure customers satisfaction and also to motivate the people in AKTEL service. Responsibilities of Customer Care are unlimited. CURRENTLY AVAILABLE ROAMING COUNTRIES. Afghanistan Albania Antigua Argentina Bolivia Bosnia Botswana Brazil Dominica Egypt Estonia Finland India Indonesia Iraq Ireland Lebanon Lithuania Masao Macedonia Niger Nigeria Norway Oman
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Armenia Aruba Australia Austria Azerbaijan Bahrain Barbados Barbuda Belarus Belgium Benin Bermuda Bhutan St Lucia Sudan Sweden Syria
Brunei Bulgaria Burundi Cambodia Cameroon Canada Chile China Congo Croatia Cuba Cyprus Denmark Thailand Tobago Togo Trinidad
France Gabon Gambia Georgia Germany Ghana Gibraltar Greece Grenada Hawaii Hong Kong Hungary Iceland Tunisia Turkey Uganda Ukraine
Israel Italy Jamaica Japan Jersey Jordan Kenya Kirghiztan Korea Kuwait La reunion Lao Latvia U.S.A Canada Vietnam Yemen
Madagascar Malawi Malaysia Maldives Malta Mali Mauritius Mexico Monaco Mongolia Morocco Namibia Nepal Zimbabwe Zambia
Pakistan Palestine Paraguay Peru Poland Portugal Qatar Romania Russia Senegal Slovenia Spain Sri Lanka
Special Offer
GPRS
General Packet Radio Service (GPRS) enabled networks offer 'always-on', higher capacity, Internetbased content and packet-based data services. This enables services such as colour Internet browsing, email on the move, powerful visual communications, multimedia messages and location-based services. o FUN DOSE FUN DOSE.
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Choose your Voice Greeting, pass it to anyone, and even anonymously send your DOSE through AKTEL. Hate. Flirt. Sorry. Heart 2 MON. Say You Love. Anytime, anyone…. Love Birthday.
DETAILS ABOUT GRAMEEN PHONE
Back ground of Grameen Phone GrameenPhone has just completed its eighth year of operation. The GP network went onair on March 26, 1997 and it has grown from strength to strength since then. GP now has the largest network with the widest coverage around the country. And plans
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are underway to further increase the coverage to 80 per cent of the population within this year, from the current 55 percent. The company has become one of the largest private sector investments and also the largest single tax payer in the country. It may be mentioned here that the shareholders of GrameenPhone have re-invested most of the earnings so far, enabling the company to continuously increase the capacity and expand the coverage area of its network.
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November 28, 1996: Grameen Phone was offered a cellular license in Bangladesh by the Ministry of Posts and Telecommunications March 26, 1997: Grameen Phone launched its service on the Independence Day of Bangladesh After eight years of operation, Grameen Phone has more than 2.8 million subscribers as of March 2005.
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PRODUCTS& SERVICESOF GRAMEEN PHONE
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Products
GrameenPhone offers a number of products and value-added services to its valued subscribers. These attractive products and services are designed to cater to the needs of the individual subscribers. There are seven products currently being offered by GrameenPhone. The products are:
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GP Regular GP National Anytime 300 Anytime 450 Anytime 500 25
• • •
EASY GOLD EASY Pre-paid Djuce.
In addition, GrameenPhone offers a number of Value-added Services (VAS) to its subscribers. These include Text Messaging (SMS), Voice Mail, Fax/Data service and Wireless Application Protocol (WAP). The SMS-based Push-Pull Service was also launched in January 2003. Customer Service The Customer Relations Division of GrameenPhone Ltd. provides a full range of aftersales service customized to the needs of the valued customers. Efforts are made to offer complete service through all the contact points dedicated for GP customers at every opportunity through Call Center, Customer Relations Centers and Customer Communication. The trained team of Customer Relations Division strives to ensure service with an aim to content the subscribers through “YOU FIRST” attitude and solution. Our strategy is to connect Bangladesh with “Ease & Care” at every contact through professional and proactive service.
Value Added Services 1. SMS (Short Message Service) With this service, you can receive and send Text Messages (a maximum of 160 characters per message) to any other GP or CityCell mobile and to foreign operators' (international) mobiles as well (conditions apply). How to activate SMS The GP Short Message Service Centre (SMSC) number is +88 017 0000 600 and it is by default stored in your SIM card. If your handset is configured with any other SMSC number, then please reset your SMSC number as +88 017 0000 600. SMS Push-Pull Services
26
With Push-Pull service, you can enjoy more than 160 contents (Ex: Usage Info, Payment Status of last bill, Sports news, Emergency numbers, Restaurants, Airline and Railway timing, travel info etc.). For example, to know the contact numbers of taxi cab companies:
• • • •
Go to the message option of your handset Write 'taxi'. Send the SMS to 2000. You will receive the list of taxi cab numbers in return.
Charges SMS charge is Tk. 2 per outgoing message up to 160 characters. This service does not charge for any incoming messages. 2. Voice Mail Service (VMS) Voice Mail is a unique answering machine, which can record your personalized greetings as well as store your incoming voice messages when your phone is busy or if you are out of the coverage area or you have simply switched off your GP mobile. This 24-hour electronic secretarial service makes you available to your calling party anytime without affecting your daily schedule. Activating Voice Mail Service against your subscription Please contact Customer Relations Division (Hotline 121 for Pre-Paid, 122 for Post-Paid) to activate Voice Mail Service against your subscription. The activation may take a minimum of 72 hours.
3. WIRELESS APPLICATION PROTOCOL (WAP) WAP is a worldwide standard developed specially to allow mobile phones to access and display WAP-enabled Internet contents on mobile handset screen. GP-WAP offers the access to a range of personalized services like e-mail, chat, news, other information services and lot more.
27
Service provided by (WAP) News Service (222) Channel-I Program Schedule (2525) Channel-I GP Information Services (2626) Event Based Sports Update (2002) Iftar and Sehri Timing (1515)
4. Product Migration (Applicable for GP National to GP Regular only) The subscriber is requested to visit the nearest Customer Relations Centers and fill in the Migration Form with the authorized signature. To Migrate from GP National to GP Regular, subscribers need to submit:
• • • •
Subscription Form Bank deposit slip after paying the Migration Fee of Tk. 3170 (Including VAT)* Two (2) copies of passport-size photographs For Corporate clients, application is invited through company letterhead pad with the signature of authorized signatory or high officials with company seal.
Necessary notes to follow: Product Migration Fee from GP National to GP Regular is Tk. Tk. 3170 * including 15% VAT. Time frame for migration is three (3) working days after verifying the signature & subscription form of the subscriber. Only GP National subscribers can change the subscription type to GP Regular with existing product feature at present. Mobile number will be changed as per the number plan of the preferred zone 5. Friends and Family
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Friends and Family for GP REGULAR and GP NATIONAL GP has introduced a Friends and Family (F&F) option without any additional monthly fee to its GP Regular and GP National subscription. Now a subscriber can choose any three (3) GP numbers as his/her F&F numbers and avail the opportunity of calling these numbers at a flat rate of Tk. 1.5 per minute from any where within GP coverage area, 24 hours a day. To install F&F numbers a subscriber simply needs to send an SMS to 2800 mentioning the desired three F&F numbers collectively or individually. For sending the numbers at a time, separate them with comma. Please do not leave any space or use any symbol or characters. You will receive an acknowledgement SMS on your F&F request followed by a confirmation SMS on successful activation. Activation of F&F may take minimum 72 hours and the F&F tariff is applicable only after receiving the activation confirmation SMS.
Corporate Offers 6. Corporate Offers
GrameenPhone Ltd. was the first telecommunications company in the country to offer a Corporate Sales Package initiative, recognizing the importance of the special needs of the corporate customers. The Corporate Sales Section (CSS) of GP handles all sales and other related services provided to the corporate subscribers. It delivers a total telecom solution under a Corporate Sales Package agreement. Many leading local and multi-national companies, international organizations and banks have corporate agreements with GP. Under such contracts, CSS adds more value propositions to the clients’ mobile communication package and forms a reliable and long-term partnership with the client as its main telecom
29
service provider.
CORPORATE VALUE-ADDED SERVICES A full range of post-paid and pre-paid products with regular value-added services are available for the corporate clients. Moreover, value-added services are specially tailored to meet the specific needs of a corporate subscriber. SPECIAL FEATURES FOR CORPORATE CLIENTS DATA / FAX SERVICE Fax and Data service, with 9.6 KBPS speed, enables the use of a mobile phone to send faxes or transfer data by attaching it to a computer. Fax services can be a useful tool for quicker communication between branches or different locations at a very low cost. FIBRE OPTIC NETWORK A unique service provided by GP through its authorized distributors, offering data communication facilities in a very large scale with a bandwidth of 64KBPS – 2 MBPS. Along with the above mentioned features, special Value-Added Service packages and customized features are offered to the corporate clients when available. In practice, CSS works for finding total telecommunication requirement of the client and opts to provide the solutions accordingly. CSS also takes the initiative to outsource some of the solutions (hardware/software) on behalf of the client, if required. EXCLUSIVE SERVICES FOR CORPORATE CLIENTS I. SALES SERVICES
•
A Key Account Executive works as a one-point contact for a particular corporate client. He/she provides instant delivery of any number of subscriptions as per
30
client requirements. Special discounts on the start-up cost are occasionally arranged for the corporate client.
•
The account executive acts promptly to resolve all the issues raised by the clients regarding GP services. When required, he/she coordinates with other departments to provide the total solution for the client.
•
From time to time, specific handset upgrade requirements are met according to clients’ request by mediating and arranging a special offer from the respective handset vendors. Account executives also help the client to choose specific handset models for the best results.
7. Corporate Customer Services The Corporate Customer Services aims to provide quality customer service to the country’s preferential corporate clients. A professionally trained team is dedicated to provide After Sales Services and Solutions customized to the need of the Corporate Customers and initiate pro-active visits as a part of routine contact to look into the needs with an aim to build long-term professional relationships.
BENEFITS & FACILITIES FOR CORPORATE CUSTOMERS The Corporate Customers of GrameenPhone enjoys the following privileged services:
•
Special features are available from GrameenPhone that are given to certain preferential Corporate Clients Corporate Clients will get special credit facilities for usage but the connections might be barred for unpaid bills Special & dedicated Corporate Hotline Service Dedicated Sales Officer to facilitate Corporate Customer with further sales
•
• •
Credit Policy and Billing Procedures The usual rules of the Credit Policy do not apply for the Corporate Subscribers. All Corporate subscriptions are included in the 3rd Bill Cycle. Corporate clients are requested to pay their due bill on the ‘due date’ specified in the monthly bills. The credit limit of a Corporate Customer depends on the payment pattern, trend of usage,
31
Security Deposit and credit worthiness. Though the Corporate subscriptions are not barred till the due date exceeds, we request our Corporate Customers to pay their mobile bills on time. Instant Quality Services The Officers at Corporate Customer Services are dedicated to provide One-Stop Customer Service on issues related to products, billing, network quality and many more. Some of the instant services provided to our corporate customers are listed below:
• • • • • • • • • • • •
Itemized bill Billing clarification Replacement of SIM card Change of address Transfer of Ownership Change of subscription Type ( Up-gradation or Migration) Special Fax Number for contacting Corporate Customer Services Separate E-mail address dedicated for Corporate Customers Coverage Information Handset Information Product Information etc. After Sales Service
8. After Sales Service We have the following After Sales Service for our valued EASY Pre-Paid and EASY Gold subscribers at present:
• • • •
In case a Phone/SIM card Lost or stolen Reconnection (if the Lost or stolen phone/SIM card is found) SIM Replacement WAP facility
It is necessary to submit the original subscription form (subscriber’s copy) to avail the 32
After Sales Service for EASY Pre-Paid and EASY Gold subscription. Therefore, preserve the subscription form (subscriber’s copy) in a confidential and secure place.
Lost Phone IN CASE A PHONE/ SIM CARD IS LOST OR STOLEN In case a GP subscription is lost or stolen by any means, immediately inform GP mentioning:
• • • •
Subscriber’s mobile number, name and address The reason & request for temporary suspension Contact number Signature of the subscriber (as singed on the original subscription form)
Then it may be solved by GP’s cordial assistant. RESTORATION PROCESS FOR A LOST OR STOLEN PHONE/ SIM If the lost/ stolen mobile phone/ SIM card is found, please inform GP in writing with your valid signature (as signed on the subscription form) to reconnect the subscription. The service shall be restored upon signature verification. In case the mobile phone/ SIM card is not found, you need to collect a new SIM card against the subscription through SIM Replacement procedure. A subscription might undergo the process of permanent disconnection if it remains inactive for more than three months (90 days) period.
SIM REPLACEMENT In case a subscription is lost/ stolen (not found) or the SIM card gets disabled or damaged for any reason, then the subscriber needs to purchase a new SIM card against his/ her subscription. Transfer of Ownership 33
To Transfer the Ownership of a subscription, presence of both the transferor and transferee are required at any of GP’s Customer Relations Centers. Necessary requisites are:
•
Two copies (each) of passport-size photographs of both the transferor and transferee The original subscription form along with purchase money receipt Transferor needs to fill up a Transfer Certificate with valid signature Transferee needs to sign up a new Application Form Transferor should pay the last bill and the current usage Corporate Customers need to fill up the Transfer Certificate Form along with new Application Form with signature and company seal (they can collect the forms by submitting a forwarding letter to the Customer Relations Center)
• • • • •
•
The transferor (corporate) needs to assign one authorized person who has the signing authority A procurement letter on company letterhead while a corporate taking a connection from private/ corporate A clearance certificate on company letterhead while transferring a connection of a corporate customer to an individual to be signed by the Managing Director/Chairman of the company with company seal.
•
•
ITEMIZED BILL Itemized Bill is the detailed call statement of your monthly bill. This bill contains the list of all the outgoing and incoming (subject to availability of data) calls made from your GP mobile along with the information on date & time called, duration of each call, air-time (GP’s airtime charge) and land-line phone charges. The usage /charges in the Itemized Bill are shown without calculating the 15%VAT.
About GP International Roaming GrameenPhone has been offering International Roaming facility to its subscribers since 34
March 1999. GrameenPhone is the first Cellular Operator providing this premium service to its valued subscribers and till today it is the only company offering International Roaming Service in Bangladesh. While traveling abroad, a GP IR subscriber can use and enjoy all the operators’ network coverage and other facilities (with whom GP has International Roaming Agreement). Subscribers of those Roaming Partner Operators’ can also enjoy network coverage and facilities of GrameenPhone while visiting Bangladesh. Currently GrameenPhone has 229 International Roaming partners with networks spread across 81 countries in 6 continents as of December 2004. GrameenPhone is a GSM 900 network and most of its Roaming Partners have GSM 900 or 1800 networks. However GrameenPhone also has some GSM 1900, CDMA, 2.5G, 3G and other types of operators as Roaming Partners. International shown Calls: below:
For international calls the per minute airtime charges will be added to the IDD Tariff
IDD call tariff per minute in BDT excluding VAT: Standard Group Country (8:0022:00) India, Pakistan, Nepal, Bhutan, Maldives, Sri Group1 Lanka, Singapore, Malaysia, UAE, Saudi Arabia, Thailand, Hong Kong, Qatar, Bahrain, Oman, Kuwait, Indonesia A. Any country of Asia which is not included Group Australia C. USA , Canada 1 18.00 Group2 B. UK, Germany, France, Italy, Netherlands, 24.00 18.00 15.00 Off Pick (22:008:00)
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A. Countries of European, Australian, North Group3 American Continent which are not included in Group 2 27.00 21.00
B. Countries and Island of Pacific belt Group4 South America and African rest of the countries
30.00
24.00
List of Active Roaming Partners for GrameenPhone Country Albania Australia Austria. Azerbaijan, Bahrain Belgium Bhutan Brazil Brunei Bulgaria Cambodia Cameroon Canada China Congo Cyprus Czech Republic Denmark Country Denmark Egypt Finland France Georgia Germany Greece Hong Kong Hungary Iceland India Indonesia Ireland Italy Jamaica Jersey Jordan Japan Country Kazakhstan Kenya Kuwait Maldives Macau Liechtenstein Liechtenstein Luxembourg Malta Malaysia Morocco Mauritius Nepal Netherlands New Zealand Nigeria Norway Oman Country Pakistan Paraguay Philippines Poland Portugal Qatar Russia Saudi Arabia, Singapore Slovak Republic Zimbabwe South Africa South Africa Spain Sri Lanka Sudan Sweden Country Switzerland Syria Taiwan Tanzania Thailand Turkey Uganda Ukraine United Kingdom United States of America United Arab Emirates Vietnam Yemen Zimbabwe
Network coverage of GP 36
GrameenPhone covered in Bangladesh: 61 Districts.352 Upazilas.
Social works of GP
37
GP is sponsor of Bangladesh cricket team.
GP mobiles for Fire Service Hotline GrameenPhone Ltd. has recently presented two mobile phones to the Directorate of Fire Service and Civil Defense. The Directorate is using these mobile phones in there Central Control Room Hotline where people can call to inform about fire incidents and other disasters. The numbers are 0173038181 and 0173038182. Both these GP mobiles can be reached from any other mobile and fixed-line telephones. The Control Room remains open 24 hours a day, throughout the year. The Directorate of Fire Service and Civil Defense is an emergency service organization which plays a major role to contain fire incidents, in rescue efforts during natural disasters and other accidents. However, it is unable to respond to many fire incidents or
38
accidents due to lack of timely information. The Directorate felt that as the use of mobile phones is widespread around the country, it will be useful to have a Hotline with mobile phone numbers, to which members of the public can call during an emergency. GrameenPhone Scholarship fund at Grameen Shikkha Grameen Shikkha, a non-profit organization, is providing scholarships to meritorious students from poor financial backgrounds with money donated by GrameenPhone. The GrameenPhone Scholarship Program was first implemented in 2004. Twenty students were awarded scholarships against GP's first contribution of Tk. One million.
The Village Phone program of Grameen phone
The Village Phone program (a right way to grape rural subscriber) The Village Phone Program has continued its rapid growth. VP Program began from a social commitment made by the shareholders of GrameenPhone that "good development is good business". The program is implemented by Grameen Telecom (GTC) in cooperation with Grameen Bank, the internationally renowned micro- credit lending institution.
39
The program facilitates women borrowers of Grameen Bank to the GSM technology through the village phones. They become effectively mobile public call offices. This not only provides rural poor with new, exciting income-generating opportunities, but it also helps to enhance the social status of women from poor rural households. - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -- - - - - - - - - - - - - - - - - - - - - - Grameen phone the Board of directors: • This is the board of directors of GP.
•
Marketing division of Grameen phone(the organizational structure)
40
Marketing division Customer relation Division Call center
Sales & dealer management
New product development division
Corporate sales Procurement
Planning & NPD Research & development
Front desk Customer database mgt
This is the organizational structure of Grameen phone marketing division.
41
About the Company
CityCell (Pacific Bangladesh Telecom Limited) is Bangladesh’s pioneering mobile communications company and the only CDMA network operator in the country. CityCell is a customer-driven organization whose mission is to deliver the latest in advanced telecommunication services to Bangladesh. The company offers a full array of fixed and mobile services for consumers and businesses that are focused on the unique needs of the Bangladeshi community. CityCell’s growth strategy is to integrate superior customer service, highest standard technology and choice of packages at affordable rates. The company operates a 24-hour call centre with over 86 well trained operators to respond to customer queries. CityCell’s customer services are open 7 days a week to ensure customers can access CityCell at any convenient time. CityCell is focused on innovation and creating new ways for customers to stay in touch and to do business. CityCell’s is offering a wide range of competitive prepaid and postpaid mobile packages as well as Value Added Services such as SMS and information based services. CityCell is looking forward in introducing CDMA 1x technology in 2004 to provide innovative multimedia features, including Multimedia Messaging Service (MMS) and many more data based mobile features currently not available in Bangladesh.
42
Ownership Structure: CityCell (Pacific Bangladesh Telecom Limited) is a privately owned company with majority foreign ownership equity. Following lists the current owners of CityCell (PBTL):
• • • •
Pacific Motors Limited Far East Telecom Limited Asian Infrastructure Development Company Limited (AIDEC) Fujitsu Limited (FL)
Product of City Cell
Postpaid Postpaid packages facilitate for the long time user. In postpaid benefits are… - You don't have to worry about your prepaid talk-time running out - You can use the City Cell cash cards to pay your bills at your convenience - You don't need to go hunting for prepaid card shops when your credit runs out - You don't need to deposit money for special services like BTTB NWD/ISD conditions - You need to pay a minimum monthly line rent - You need to have a security money amount deposited 43
postpaid package are: the three current postpaid offers:
• • •
CityCell 500 Shabar Phone Aamar Phone 500
CityCell
this is the postpaid package with 24 hour mobile-to-mobile as well as BTTB connectivity. Under this plan benefits are:
• • •
24 hour BTTB local/NWD/ISD incoming and outgoing facility The lowest tariff for a complete connectivity package Reduced call rates during off-peak (8PM-11PM) and super off-peak (11PM-8AM) hours 50% discounted tariff for calls to up to 3 CityCell numbers under the One2One feature 15 second outgoing pulse after first minute.
•
•
More benefits:
• •
SMS and other value added service facilities Cash cards to lessen the hassle of bill payment Phone
Shabar Shabar Phone is the convenient postpaid package with limited BTTB connectivity. With Shabar Phone benefits are:
• • • •
A minimal monthly line rent No hidden charges for roaming BTTB local/NWD/IDD outgoing facility during off-peak and super off-peak hours 50% discounted tariff for calls to up to 3 CityCell numbers under the One2One plan
44
•
15 second outgoing pulse after first minute
More benefits:
• •
SMS and other value added service facilities Cash cards to lessen the hassle of bill payment
Aamar Phone Aamar Phone is the convenient postpaid mobile-to-mobile service.
With Aamar Phone subscription will receive:
• • • •
A low, low monthly line rent No hidden charges for roaming Reduced call rates during off-peak hours 50% discounted tariff for calls to up to 3 CityCell numbers under the One2One plan 15 second outgoing pulse after the first minute
•
More benefits:
• • •
SMS and other value added service facilities Cash cards to lessen the hassle of bill payment Dedicated toll-free call center access
Prepaid Packages
Package feature: -You don't have to pay monthly line rent - Don't need to deposit money for any special service (e.g. NWD/ISD) - Don't have to wait in long queue to pay mobile bill
45
Types of packages There are three prepaid packages:
• • •
Aalap 24 Aalap B Aalap Call Me (with call2cash feature)
Aalap 24 Benefits of Aalap 24
• • • • •
Access to any mobile in Bangladesh 24 hour BTTB connectivity 24 hour NWD and ISD facility Very attractive and simple tariff plan Freedom to choose up to 3 CityCell numbers and make calls at 50% reduced tariff under One2One scheme.
Aalap B Aalap B is only mobile-to-mobile package. It’s a mobile to mobile service.
• • •
Access to any mobile in Bangladesh Lower tariff especially at peak period Freedom to choose 1 CityCell number and make calls at 50% reduced tariff under One2One scheme
Aalap Call Me Aalap Call Me is a full BTTB connectivity package with the unique and innovative call2cash feature.
46
Benefit of this package is
• • •
Access to any mobile in Bangladesh 24 hour BTTB local/NWD/ISD connectivity Under the call2cash feature Aalap Call Me subscribers will get Tk. 0.25 added to their account every minute when they receive calls from other CityCell phones Freedom to choose up to 3 CityCell’s number and make calls at 50% reduced tariff under One2One scheme CityCell to CityCell SMS at a reduced rate of Tk. 1.50
•
•
Aalap 24 call charge Call Type To Any Mobile To BTTB2 From Any Mobile Incoming From BTTB 1 For every 30 second pulse from the first 30 second Outgoing
2
Call Charge Tk. 2.50 Tk. 2.50 Free Tk. 1.00
BTTB charges applicable
* For One2One calls to up to 3 CityCell numbers, talk for as low as Tk. 1.25/pulse * VAT applicable Aalap B Call Type Call Charge Super Peak (8AM-8PM) Outgoing Incoming To Any Mobile From Any Mobile Tk. 5.00/min Free Off Peak Peak (8PM-11PM) (11PM8AM) Tk. 4.00/min Tk. 2.00/min Free Free Off
47
* * *
20 second pulse after first minute For One2One calls to 1 CityCell number, talk for 50% of the above tariffs VAT applicable
Aalap Call Me Call Type Outgoing Incoming Call Charge To Any Mobile Tk. 2.50 2 To BTTB Tk. 2.50 From CityCell Mobile Tk. 0.25 credit per minute From Any Mobile Free From BTTB Tk. 1.00
1 2
For every 30 second pulse from the first 30 second BTTB charges applicable For One2One calls to up to 3 City Cell numbers, talk for as low as Tk. 1.25/pulse
*
* VAT applicable * CityCell to CityCell SMS @ Tk. 1.50 Post paid package Tariff & call charge. CityCell 500 Monthly Line Rent: Tk. 500
Call Type
Call Charge Super Off
Peak (8AM-8PM) Outgoing Incoming To Any Mobile To BTTB2 From Any Mobile
1
Off
Peak
(8PM-11PM)
Peak (11PM-
Tk. 4.00/min Tk. 4.00/min Free
8AM) Tk. 3.00/min Tk. 1.50/min Tk. 3.00/min Tk. 1.50/min Free Free
48
Tk. From BTTB1 minute
1 2
3.00/minTk.
2.00/minTk.
1.00/min
after free firstafter free firstafter free first minute minute
Interzonal / Roaming charges applicable BTTB charges applicable 15 second pulse after first minute For One2One calls to 3 City Cell numbers, talk for 50% of the above tariffs VAT applicable
* * *
Aamar Phone Call Type Call Charge Peak Outgoing Incoming * * To Any Mobile From Any Mobile (8AM-11PM) Tk. 3.00/min Free Off Peak (11PM-8AM) Tk. 1.50/min Free
15 second pulse after first minute For One2One calls to 3 CityCell numbers, talk for 50% of the above tariffs
Shabar Phone Monthly Line Rent: Tk. 250 Call Type Call Charge Super Off
Peak (8AM-8PM) Outgoing To Any Mobile To BTTB2 From Any Mobile From BTTB 1
1
Off
Peak
Incoming
8AM) Tk. 4.00/min Tk. 3.00/min Tk. 1.50/min N/A Tk. 3.00/min Tk. 1.50/min Free Free Free Tk. 3.00/minTk. 2.00/minTk 1.00/min after free firstafter free firstafter free first minute minute minute
(8PM-11PM)
Peak (11PM-
49
1 2
Interzonal / Roaming charges applicable BTTB charges applicable
*15 second pulse after first minute *For One2One calls to 3 City Cell numbers, talk for 50% of the above tariffs *VAT applicable Chronology of City Cell’s Achievements Date 1989 Apr90 Apr93 Aug93 Aug93 Dec93 Feb96 Mar97 Apr97 Mar99 Apr99 Sep00 Event Bangladesh Telecom Limited (BTL) was awarded a license to operate cellular, paging, and other wireless communication networks. Hutchison Bangladesh Telecom Limited (HBTL) was incorporated in Bangladesh as a joint venture between BTL and Hutchison Telecommunications (Bangladesh) Limited. Agreement with BTTB regarding PSTN links. 1st cellular operation in the South Asian sub-continent HBTL began commercial operation in Dhaka using the AMPS mobile technology. Pacific Motors Limited acquired the entire 50% share holding of HBTL. HBTL was renamed as Pacific Bangladesh Telecom Limited (PBTL) and launched the brand name “City Cell Digital” to market its cellular products. 1st to extend coverage to Chittagong City Cell began commercial operation in Chittagong. 1st to adopt CDMA technology CDMA technology was first introduced by City Cell. Asian Infrastructure Development Company (AIDEC) and Fujitsu Limited (FL) became shareholders in City Cell.
50
Jan01 Apr01 01 Jan02 Jan02 Mar02 02 Sep02 Oct02 Jan03 Feb03 Jun03 Jun03 03 Sep03 Oct03
1st to set-up a communications backbone to Chittagong Dhaka-Chittagong microwave is launched.
Nov- City Cell introduced the 15-second pulse rate in the cellular industry of Bangladesh. City Cell commences operations in the Sylhet zone. Value Added Services (VAS), such as 24 hour billing information, news, services, sports, etc., are introduced. First operator in Bangladesh to offer off-peak rates.
July- First operator in Bangladesh to offer prepaid services with two-way PSTN connectivity. City Cell extends coverage to Rangpur, Dinajpur, and Syedpur, the northern districts of Bangladesh. Short Message Service (SMS) is introduced. City Cell launched its services in the major northern business city of Bogura. First operator in Bangladesh to introduce the One2One post-paid package. City Cell reaches a coverage level of 40 districts out of a total of 64 (61 districts eligible). Network capacity is increased to 240,000.
Aug- City Cell introduces “Amar Phone”, a postpaid mobile-to-mobile package offering the lowest outgoing rate per minute in Bangladesh. First operator in Bangladesh to introduce IDD and NWD for prepaid subscribers. City Cell reaches a coverage level of 51 districts out of a total of 64 (61 districts eligible).
Nov- City Cell’s 24-hour customer call center opens. Network capacity is increased to
51
03 Dec03 Mar04 June04
280,000. Year-end active mobile subscriber base reaches 179,058 with coverage in 51 districts. City Cell opens its customer service centers 7 days a week countrywide. City Cell launches RIM based handsets.
Services of City Cell o Any Account holder of Bank Asia can know his balance through this service. o Chittagong Stock Exchange Service o SMS Banking with Standard Chartered Bank. Two types of information are available here: 1. Account Information and 2. Card information • Bangla SMS
Call related service Call Forwarding Call Forwarding lets you forward your number to any mobile or T&T phone number to receive your calls through that number. Even if you are traveling abroad, you can forward your calls to a designated number outside the country to always stay in touch.
52
Three Party Conference (TPC) With our Three Party Conference Service you can have a three-way conversation with two other people simultaneously over the phone. You can include both mobile and T&T phones in your TPC conversation for real flexibility. SMS (Short Message Service) Stay in touch with your friends and family through SMS. SMS is automatically available for all CityCell customers and does not have to be specifically activated. All you have to do is choose the message option on your phone, write your message in the message field and send it to the desired number. This service is available for messages sent to other CityCell customers and to Grameen Phone customers. GROUP SMS (Short Message Service)
Emergency Services For health care service.
o o o
Hospital info Blood Bank Emergency For the regional Emergency numbers of the Police Station, Fire service and Ambulance SMS is available.
o
Taxi Cab
53
o
Eye To get the information on the Eye Bank CityCell helping by SMS
Bank
Financial Services • Currency Exchange Rate
Voice Mail Services Never miss any important calls and messages with CityCell VMS. Whenever you cannot answer a call or need to temporarily switch off your phone, people can still leave a message for you in your voice mailbox. You can listen to your messages whenever it is convenient for you and get back to the caller later.
Network Coverage Map
54
District Wise Network Coverage Area DIVISION DHAKA DISTRICT WISE AREA MOTLOB KONA RUPGONJ FARIDGONJ BHUA FULBARI PUR
BARIMONOHORDI KOCHUA
55
AKHAURA KALIGONJ NETROKONA
GHATAIL BASAIL ARI
(Dinajpur) MODHUPUR Muktagacha
RAJ BARIKotiadi HAZAR MURAD SHAHAJADPUR Bajitpur HOMNA NAGAR ELANGA Borura KOSHBA SHERPUR SARISA BARIPOLASH GAZIPUR NOBI NAGAR JAMALPUR Maymonshing - 2 SADOR BELKUCHI MANIKGONJ Shakipur SRI NAGOR COMILLA B. BARIA - 2RAJENDROPUR KAPASIA TOWN 3 GAURIPUR BURICHONG DEBBIDER NAZIRHAT BIBIR UKHIA SONAGAZI CHATKHILL CHITTAGONG BOALKHALY RAIPUR SONAIMURI RAMGONJ FULGAZI HATSENBUG IDGOAN CHONDON CHANDGOAN B-BLK MURADPUR CEMENT EPZCLINKER CORNEL HUT SADORGHAT
MOHESHKHALIPURA
BASHKHALY SHONDEEP RANGUNIA LOHAGORA TECHNAF 3 KAFCO NOJUMIAR LAXMIPUR BAIJEED BOSTAMI C
COMPANYGONJCHONDONISH MIRSHORI
DOGONBHUYA COX BAZAR -PATHANTOLI AMAN BAZARBLOCK
HALISHORE ADYAPARA CHALK BAZARKALAMIA KAMAL BAZARBAZAR SALTGOLA CDA BAROLEKHA PATHANTOLA JAMAL KHAN SYLHET CITY
CHAGOLNAYA HAT
GOLAP GONJ SYLHET GOALA BAZAR KULAURA KHULNA
KANAIGHAT JAMALGONJ
SYLHET CITY -- 9 SYLHET CITY 8 KUSTIA -3UNIVERSITY
JAGANNATHPUR7
JESSORE CITYPOTUAKHALI BHANDARIA 2PEROJPUR BORISHAL
56
JHIKARGACHA KOLAROA NARAIL GOPALGONJ
JHALOKHATI NAVARON SAILKUPA MEHERPUR FULTOLA KHULNA -4 CHIRIR BONDOR DINAJPUR KURIGRAM -2
HATIA BORGUNA BHOLA
BODORGONJ PALASHBARI RAJSHAHI SUJANAGOR TAKURGOAN ATAIKULA PANCHOGOR
RANGPUR -3
About Banglalink 57
Who is behind 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.
Orascom History & Background on September 2nd 2004, Orascom Telecom has purchased 100% of the shares of Sheba Telecom in Bangladesh. Sheba Telecom holds a nationwide GSM license and operates a network serving approximately 60,000 subscribers primarily in and around Dhaka, Chittagong and Sylhet. OTH intends to develop Sheba Telecom into a leader in the mobile sector by quickly expanding its GSM network to provide high quality communications services at affordable prices. Bangladesh is a highly attractive market for mobile services due to its large and highly
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concentrated population, low penetration of telecommunications services, and high growth in mobile subscribers. With approximately 140 million inhabitants, it ranks as the eighth most populous country in the world and is among the most densely populated. Bangladesh is served by only 950,000 fixed lines and has only approximately 2.5 million GSM mobile subscribers. While mobile services have been available in Bangladesh since 1991, growth in this sector has only accelerated in recent years; the market has expanded by more than 200% over the last two years. On October 20th 2004, Chairman and CEO of Orascom Telecom, Mr. Naguib Sawiris as well as the executives of the company have announced the re-branding of Sheba Telecom into Banglalink™ and the actual purchase of the shares. On February 10th 2005, Orascom Telecom announced the launch of GSM mobile services in Bangladesh. Banglalink offered different attractive pricing plans from its newly launched prepaid service, which came in addition to its already available postpaid monthly service. A great presentation was done by Mr. Lars P. Reichelt CEO of Banglalink after which reporters were impressed by the offers. With Bengalink’s new management team, new network infrastructures have been deployed, a distribution of network and points of sales have been set up, and a complete and comprehensive design for its commercial plan to offer high quality telecommunication services at competitive prices to the Bengali people has been planned out thoroughly. Banglalink launched in nine major cities and plans to extend its services nationwide by the end of this year. The operation in Bangladesh will further enhance Orascom Telecom’s growth and leadership in mobile services. OTH intends to remain the leading emerging markets mobile services operator with a primary focus on investing in and developing core GSM operations in Algeria, Bangladesh, Egypt, Iraq, Pakistan and Tunisia. Shared Value of Banglalink
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Banglalink aims to understand peoples' needs best and develop appropriate communication services to improve peoples' life and make it simple. All our work is aimed towards meeting our vision. All members of the Banglalink family are highly passionate individuals, fully committed to achieving the vision that we have set ourselves. Our customers' needs matter most to us- making their life simple and improving it is all we want. To ensure our vision is achieved, we have set ourselves a few values, we want to be: Straight Reliable Innovative Passionate All the Banglalink family members have one thing in common- a passion to serve. We want to go that extra mile, so that you 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. We will strive to lower the total cost of owning a mobile. We are here to help make a difference in people's lives by providing affordable and reliable connectivity solutions. We will strive to connect people and link their lives by listening to them and by understanding their needs. We are here to help you speak your language. Our Vision "Banglalink understands people's needs best and will create and deliver appropriate communication services to improve people's life and make it easier" Forward
Product and Services Post Paid Package
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All new Post Paid tariffs from Banglalink. Whichever way, you are always a winner. At Banglalink, we believe in providing connectivity solutions that you can rely on. This makes a difference in your life. And keeping that in mind, we have come out with our all new Post-Paid plans. No matter which one you choose, you will always end up a winner. Benefits of Post-paid packages: No Connection Charge - Introductory Limited time offer No Inter-zonal Charges No National roaming charges Reduced Monthly subscription fee Special introductory limited time offer- no connection charge, just bring the required documents and give the deposit to get your Banglalink post-paid package. Banglalink M2M: Simple mobile to mobile connectivity with a month subscription fee of only Tk. 150. Minimum deposit of Tk. 500. Banglalink M2M plus: Simple mobile to mobile connectivity with T&T incoming with a month subscription fee of only Tk. 250. Minimum deposit of Tk. 500. Banglalink Standard: The full works- connects to all phones, T&T both ways including NWD & ISD calls for a monthly fee of Tk. 350. Minimum deposit: M2M, T&T, NWD - Tk. 1,000 M2M, T&T, NWD & ISD - Tk. 2,500
Post Paid Tariff Plan
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No No extra
inter-zonal incoming call charges
call during national
charges. roaming.
Banglalink currently has the following Post Paid Packages/Products
• • •
Banglalink Standard Banglalink M2M Plus Banglalink M2M
Banglalink is pleased to offer post paid service with the following tariff plan Particulars Outgoing Peak (8am-8pm) Off (8pm-11pm) Hour Tk.2.00 1st 30 seconds then Tk.1.00/15 seconds onwards -Peak Tk.1.50 1st 30 seconds then Tk.0.75/15 seconds onwards Tk.0.50 1st 30 seconds to Banglalink mobile Late Night Hour(11pm-8am) then Tk.0.25/15 seconds onwards Tk.0.75 1st 30 seconds to other mobile then Tk.0.38/15 seconds onwards Monthly Subscription Fee Incoming From Any Mobile: From T&T: Peak (8am-8pm) Off (8pm-11pm) Late (11pm-8am) Prepaid Package Night Hour 1st minute free then Tk.1 / 30 second -Peak 1st minute free then Tk.1 / 30 second Hour 1st minute free then N/A Free Free Free Tk.350 Tk.250 Tk.150 Standard M2M Plus M2M
N/A
tk.0.50/30 second
N/A
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Pre-paid is a system where you pay for your phone calls in advance. Pre paid gives you the freedom to use your mobile within your budget. It is an excellent way to speak your language. The products, Banglalink Pre Paid M2M have network mobility feature which helps a subscriber to move around where Banglalink has its coverage. Banglalink Prepaid M2M Package Details: Benefit of this package:
• • • • •
Mobile to Mobile Calling Facility TK. 20 Talk Time Free SMS to GP & AKTEL Newest Network 30 Days Validity for TK 300 Card
Key Feature of Banglalink Pre Paid
• • •
No monthly subscription fee One country on e rate 90 days grace period on scratch card
.Termination of Your pre-paid service If the account is not recharged with a new scratch card within 90 days after the validity period of the last xxx card ends, then the account will expired and be permanently deleted from the system without any further information. Validity Period of Banglalink Pre-paid Card For you convenience, you can recharge your account by using any of the following denominations:
Type of Scratch Card Tk.300 Tk.600
Validity period 30 Days 45 Days
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Tariff & Charges Call rates for all Banglalink pre-paid customers slashed by over 25% Every Banglalink pre-paid customer can enjoy an incredible rate of Tk. 2.22 / 30 sec. for all Banglalink to Banglalink calls & off-peak rates of Tk. 1.11/ 15 sec. (11:00 pm to 7:00 am). FREE subscription and activation for the first 3 months: All Banglalink customers will enjoy this rate without doing anything & without paying anything extra for the first three months. It is pre-activated and only after three months of use, this discount will require a Tk. 25 subscription charge. Free 3 months of subscription & activation for existing users starts from 5th April 2005. For new users the offer is valid till 5th May 2005, and the free 3 months of subscription & activation starts from the day of activation of the new number.
Pre-Paid M2M Tariff Plan Time Band Outgoing Calls Banglalink to any Mobile Incoming Call From Mobile Notes:
• •
Peak-Hour 7:00 AM~11:00 PM Tk.3/30 Second Free
Off
Peak
Hour
11:00 PM~7:00 AM Tk.1.5/15 second Free
On weekend and any public holiday Off-Peak is applicable Prices are VAT exclusive and subject to change without prior notice
Pre-Paid Standard Tariff Card Mobile to Mobile Mobile + T&T* Tk. 3.00/30 sec. Tk. 3.00/30 sec.+ T&T Tk. 1.50/15 sec. Tk. 1.50/15 sec.+ T&T Tk. 1.00/30 sec. Free Tk. 0.50/15 sec.
Outgoing (Peak) Outgoing (Off-Peak : 11:00pm - 7:00am) Incoming call (Peak) Incoming (Off-Peak)
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* *
Tk. 1.70 per call for all local and T&T outgoing calls. For calls to T&T, NWD & ISD: T&T Peak and Off-Peak (10pm - 8am) charges
applicable, 30 sec. pulses applies throughout the day.
• • • •
Free Tk.20 talk time valid for 3 days. 30 sec. pulse from the start. SMS Tk. 2.00 per message. Scratch Cards available: Tk. 150 with 12 days validity Tk. 300 with 30 days validity Tk. 600 with 45 days validity
• • •
To recharge account and for balance inquiry : 123 (free of charge) Prices are VAT exclusive and subject to change without prior notice. Please buy all connections from exclusive Banglalink outlets. Please bring two copies of passport sized colour photograph to purchase the connection. For more information, please call Customer Care Centre where we are ready to assist you 24 hours a day, 7 days a week. 121 (Tk.2.00/min), 019 1310900, 019 1310901, 02-9888370.
•
1000 FREE SMS* for all Banglalink Pre Paid Customers Starting from April 21st, 2005, every Banglalink Pre Paid customer can send 167 FREE SMS every month. Free SMS Schedule for existing customers:
Period Number of Free SMS allowed for the period Apr 21, 2005 - May 20, 2005 167 May 21, 2005 - June 20, 2005 167 June 21, 2005 - July 20, 2005 167 July 21, 2005 - August 20, 2005 167 August 21, 2005 - September 20, 2005 167 October 21, 2005 - November 20, 167 2005 For new Pre Paid customers, offer is valid till May 21st, 2005 till 6 months starting from the day of activation.
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Offer is valid for those customers who stay activated for the whole period only. Customers who become inactive will not be able to avail this offer even after reactivation. Services Pre-Paid subscriber can also enjoy Banglalink Value-Added Services as follows: The supplementary Services Call forwarding/divert Value Added Service Itemized Bill This service allows you to receive a detailed list of all your chargeable dialed numbers including the date, time, duration and charge of calls upon your prescribed requisition. You need to give your requisition for itemized bill one month before the requested bill period. How to receive your itemized bill? 1. Pay the Applicable fee in our authorized bank on Banglalink payment slip ticking in itemized bill. Call waiting/holding Call barring Caller line identification presentation(CLIP) Voice mail service(VMS) Short massage service(SMS) Ring tone download Logo download
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2. Visit any of our customer care centers. 3. Fill in the prescribed form or write to us on plain paper/ company letterhead pad with your valid signature mentioning:
Subscriber's name & mobile number Specify whether you require it for the last billing month or on a regular monthly basis.
Cancellation of regular itemized bill would come into effect from the following month's bill after the cancellation request is received. Fee / Charges: Tk. 115 for One Month and TK. 100 for having itemized bill on a monthly basis. Call Forwarding Call Forwarding allows you to divert your incoming calls to Banglalink, other operators & to BTTB, when your mobile is off, unreachable or you don't want to be disturbed. But it is not possible to divert your number to an international number. Charge/fees: Divert charge is applicable for diverting calls to another number except Voice Mail. There is no charge for diverting calls to Voice Mail but access to mail box and retrieval of voice message is charged at normal airtime. Voice Messaging service (VMS)
Voice Mail is a special facility that keeps you always in touch. It takes your messages when you wish to forward/divert your call under the following conditions:
• • • •
Unconditional If no reply When busy Unreachable
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By subscribing in the voice mail service you have a particular mail box number (your mobile number) along with a password to authenticate your account (password by default is 9999). You are advised to change this for the safeguard of your privacy. Short Messaging Service Short Message Service (SMS) is a value added service where one can send message via text. You can share your feelings; memorable events with another Banglalink mobile without making any phone call. SMS allows you to send and receive text messages from your own Banglalink mobile handset to any other Banglalink mobile handset. The highest characters of any message are 160. SMS Advantages
Easy to Send Cost Effective No Activation charge No Monthly charge No Incoming charge
SMS Jokes Text Jokes Quotes Cricket Taxi Cab Weather
Horoscope Emergency
Caller Line Identification Presentation (CLIP) CLIP is a supplementary service that allows you to see the number of the caller on your mobile screen before you answer the call. This is a standard feature available to you and you do not need any activation for this service. Customer Services Banglalink Customer Service Center (CSC) offers a dedicated 24 / 7 services to answer all your queries. 24 hours a day. 7 days a week. Any queries you may have about:
• •
subscribing for a new connection any form of account information 68
• • •
coverage details product information value added services etc
Banglalink CSC is devoted to make certain that all your queries are answered without delay. Conference Calling First time ever on a Pre-Paid Connection T-adda: talk with your friends together…wherever, whenever T-adda (Conference Call) service enables Bengalink’s prepaid and postpaid subscribers to call more than one person in one call (including the initiator) at the same time. All the parties in a conference call will be connected together and they can talk to each other through the party originating the call. Who will benefit from the service? Businessmen, professionals and even regular users are benefited from the service for better communication and time management. Call Waiting / Call holding you can take a second call while you are on the phone without losing the first one. Call Barring Call Barring allows you to bar any specific type of calls from your mobile phone. For example, if you want to bar all outgoing calls or ISD outgoing calls from your connection, you can bar these calls from your handset. When you bar calls from your handset, Banglalink will bar calls as per your setting.
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Competition in telemarketing between various companies of Bangladesh is fine
Mobile phone scenario in Bangladesh.
In 1993 the first ever mobile telephone was introduced in Bangladesh by CityCell, which is a joint venture of Pacific Telecom Limited, Bangladesh & Hutchison Hong Kong with AMPS technology which later upgraded into CDMA. For about 5 years CityCell enjoyed a monopoly in Mobile Telephone Market. In 1996, government of Bangladesh issued 3 GSM licenses to open up the Mobile Phone sector and the licenses were awarded to Grameen Phone, AKTEL and Sheba Telecom. Recently Orascom of Egypt took over Sheba Telecom and renamed it as Banglalink. Recently new WLL operators with CDMA technology without RIM already started their operation. The government has launched a cell phone service called 'Teletalk' on March 31. At this moment all the mobile companies have a very keen competition. 'GrameenPhone' enjoying the 1st position in this industry now have 30, 00,000 subscribers' base. Banglalink announced to increase their customer base to 40. 00,000 by the end of 2006. Recent expansion scheme of all the operators including Teletalk make it clear to the people that in the near future they will provide coverage to the every comer of the country. So ultimately it will develop the country's communication infrastructure. As Bangladesh is agriculture based country so, by using the opportunities of vast mobile
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communication agricultural business will also develop, for example, peasant in the remote village will get the information regarding price of his agro-products at any time. So as the other people in the village or remote area will also get the opportunity of global communication. Subsequently the development of Mobile Telecommunication will develop the country's economic condition. Mobile phone market in Bangladesh was dominated by several forces • The principal forces were mobile phone operators • Now it is dominated by the gray market The business in this sector was dominated by the four major mobile phone operators named • GrameenPhone • CityCell Digital • Aktel • Sheba Telecom (Banglalink) However, the experts in this field have started to believe that by the transition of business style has already started in this sector from operator base business to shop level business. To survive in the shop level business the suppliers have to be proactive. The Mobile Importers Association is working with their connection reduce competition with gray market. Bangladesh Telecom Scenario Bangladesh is a fast growing market for selling mobile phones. • Major attraction is on low end products approx. USD 50.00 • Total number of operators is 05 (04 GSM and 01 CDMA). • Penetration: 02.6% Mobile phone is almost new to this country as it started back in 1992 with AMPS technology and later in 1997 with GSM technology. • Total number of mobile phones is 4.20 million. • Total number of fixed line phones is 1.2 million. • Due to insufficient fixed line phones mobile phone business is meeting customers demand for telecommunication purpose. • Most popular concept is mobile to mobile. • Competition on call charges started very strongly among operators.
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• WLL-GSM operating company = total 2 (Sheba & BRTA) with approx. 28,000 country wide subscriber base. New WLL operators with CDMA technology without RIM will start shortly their operation
GrameenPhone • GSM 900 and recently granted for 1800, Started operation in March 1997. • Current subscriber base is 2.8 million. • Family involved directly with GP 900 & indirectly 75,000. • The shareholders of GrameenPhone: Telenor (65%) Grameen Telecom (35%), • Network coverage: all over the country (61 districts). • Technology target in 2005: EDGE, which will support all multimedia mobile phone. Banglalink • Orascom has bought the major shares of this company and started operation as Banglalink. • GSM 900, Started operation in August 1998 • Current subscriber base is .35 million • Network coverage is limited in 11 major districts including Dhaka, Chittagong & Sylhet etc. • There will be a huge network expansion by Orascom very soon. CityCell Started operation with AMPS in August 1993 and later shifted to CDMA in 1999. Current subscriber base is 0.37 million. Technology target in 2004: CDMA 2000 - IX, Introduce in May, They have coverage almost all over the country (55 districts). AKTEL Telekom Malaysia Berhad and A.K. Khan & Co. Limited which was established in the year 1996 and services launched in 1997 under the brand name AKTEL. GSM 900 & 1800 Current subscriber base is 1.40 million. Network coverage: all over the country 56 district (recently).
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Bangladesh customer category Now a day’s mobile phone has become a part of daily life. GSM stands for 86% of the market. Consumers prefer basic handsets at a cheap rate. (Voice only). Opportunity for low entry handsets with in approx. USD 50.00 (C&F cost). Although selling law by the operators are SIM+Handset. Unfortunately recent practice by the customers is to buy SIM only. Prefers handsets purchase from gray market.
Comparative analysis (Finding & analysis) Findings & Analysis: The researcher divides the questionnaire into two parts in the findings and analysis segment; these are general information about customer. These will give a clear idea about the customer preference towards the companies which are serving in present telecom industry. After finishing the survey the researcher found the following findings: Profession of the respondents:
Particulars Service Business Student House wife Others
Frequency 43 40 7 6 4
Percentage 43.00% 40.00% 7.00% 6.00% 4.00%
:
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Profession of the respondents
Profession of the respondents: 4% 6% 7% 43%
40% service Business studint House wife others
Figure : Profession of the respondents The above picture shows most of the users mobile phone connections are service holder which is 43%. 7% of the total respondent’s are student, 40% are Businessmen, 6% are housewife and 4% are in other category. It indicates that most of the respondents are either student or service holder. Age of respondents: Particulars Below 6,000 6,000 - 10,000 10,000 - 15,000 15,000 - 20,000 20,000 - 25,000 Above 25,000 Table: Age of respondents Frequency 11 23 35 16 9 6 Percentage 11.00% 23.00% 35.00% 16.00% 9.00% 6.00%
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Age of respondents
13-19
7.00% 14.00% 5.00% 2.00% 5.00% 33.00%
20-25 26-30 31-35 36-40 41-45 46+
34.00%
Figure: Age of respondents The above graph presents that 33% respondent’s ages are from 20-25 years and 34% respondents ages are from 26-30 years. 14% ages are from 31-35 years. Only 5% ages are from 13-19 years. Reason for Using a Mobile Phone: Particulars Keep in touch with family Business Keep in touch with friends Office use Others Figure: Reason for using mobile phone
Reason for Using a Mobile Phone:
35% 4% 35% 6%
Frequency 47 7 19 23 4
Percent 35% 20% 6% 35% 4%
20% Business Office use
Keep in touch with family Keep in touch with friends Others
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Figure: Reason for using mobile phone The graphs show that most people use mobile phone to keep in touch with their families. 35% respondent said that it is their main usage of mobile phone. 35% use mobile connection for official use and 6% to contact with friends. 20% uses mobile phone for business reasons. In second part we are going to discuss about the competition situation.
Comparative Analysis VARIOUS INFORMATION ABOUT MOBILE COMPANIES SERVING IN
BANGLADESH: Operator AKTEL Technology GSM Date of Ownership 70% No’s of
launching November”97
subscribers Telecom 1730000App. 30% 3030000App.
Malaysia, GRAMEEN PHONE GSM April”97 AK khan 65% Telenor, 35%Grameen Telecom, CITY CELL CDMA August”93 50% Group, Bangla link GSM 2005
Pacific 650000 50% App.
Fareast Telecom 100% Orascom 290000App. telecom
DIFFERENT STRATEGY AND SLOGAN OF DIFFERENT MOBILE OPERATORS Operator City-Cell Aktel Bangla link Grameen Phone Strategy Proven dependability Modernity Phone for every body Communication for every body Slogan Because we care One step ahead We speak your language. In the hands of
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people
Quality of service: In the matter of quality the positions of the companies are as follows: After taking survey the following picture are to be invented. Particulars Grameen phone AKTel City cell Bangla link
In quality, the positions of the companies
Frequency 42 38 17 3
Percentage 42.00% 38.00% 17.00% 3.00%
17%
3% 42%
38%
Grameen phone
AKTel
City cell
Bangla link
Figure: In the matter of quality the positions of the companies
Customers are satisfied with the service quality of AKTEL. 38% of the total respondents strongly agree with the availability of giving quality service by Grameen phone, 42% agree with it. So there are a little bit objections about AKTEL’s service quality. with CityCell the subscriber giving support of 17%. And a little support with Banglalink that is only 3%.Coz of there new entry in competition.
Satisfaction with the Network coverage & for quality:
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Particulars Grameen phone AKTel City cell Bangla link Table: Satisfaction with
Frequency 50 38 11 1 the
Percentage 50.00% 38.00% 11.00% 1.00% Network coverage
Satisfaction with the Network coverage & for quality:
60 50 40 30 20 10 0 Grameen phone 50 50.00% AKTel 38 38.00% Frequency 11 50 60.00% 50.00% 38 38.00% 50.00% 40.00% 30.00% 20.00% 11.00% 1 10.00%
City cell 11 11.00%
1.00% 0.00% Bangla link 1 1.00%
Frequency Percentage
Percentage
Figure: Satisfaction with the Network coverage Customers are satisfied with the network coverage of AKTEL. 52% of the total respondents strongly agree with the availability of the network coverage of AKTEL, 33% agree with it. So there are a little bit objections about AKTEL’s network coverage which is one of the main advantages of AKTEL over its competitors.
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Network coverage Grameen phone AKTel City cell Bangla link 61 61 55 11
Network Coverage Whole Country 70 60 50 40 Coverage Area 30 20 10 0 Grameen phone 61 AKTel 61 AKTel City cell 55 City cell Bankla link 54 Bankla link
Series1
Grameen phone
Figure: Network coverage There is a same coverage of AKTEL & Grameen phone that is 61 Districts. Customers are satisfied with the network coverage of both companies. But for AKTEL now days the quality of network is a problem but it is getting bigger and smooth quickly. So there are a little bit objections about AKTEL’s network coverage which is one of the main advantages of AKTEL over its competitors.
Market Reputation of existing mobile companies: After taking survey the following picture are to be invented.
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Market Reputation of existing company.
Bangla link City cell AKTel Grameen phone 0 Grameen phone Percentage Frequency 48.00% 48 Frequency 10 AKTel 38.00% 38 20 30 40 50 Bangla link 1.00% 1
City cell 12.00% 12
Percentage
Market Reputation of existing companies. 38% of the total respondents strongly agree that AKTEL has a good reputation in the market, 48% agree with GP about its performance & also its market reputation. On the other hand 12% respondents are telling well about market reputation of CityCell. The market reputation is quite satisfactory for Bangla link as a new comer.
Technological positions of the companies: Providing New Technology & related services:
Company Grameen phone AKTel City cell Bangla link
Technology GSM GSM CDMA GSM
Version 1800 900 & 1800 2000-IX 900
Providing New Technology & related services. Grameen phone is using GSM Technology, which’s version 1800.AKTel is using Technology GSM and both of the version 900 &1800.City cell is using CDMA Technology and 2000-IX version. Where as, Bangla link is using GSM Technology &
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900 version. The above table and graph illustrate AKTEL’s new technology and services (SMS, Voicemail, AIRS, Information Service, and GPRS etc) where 38% respondents agree with the related features, the respondents are agreeing with this statement that AKTEL provides the latest technology and related services. And GP also. Promotion: Promotional Activities Particulars GP AKTel City cell Bangla link Frequency 46 42 10 2 Percentage 46.00% 42.00% 10.00% 2.00%
Table: positions in the Promotional Activities.
Promotional Activities
60 40 20 0 Frequency GP 46 AKTel 42 City 10 Bangla 2
Percentage 46.00% 42.00% 10.00% 2.00% Frequency Percentage
Figure: Promotional Activities Advertisement plays a vital role in any business. When asked about this question respondents agree that before buying this connection they were encourage to see the advertisement in billboard, newspapers, TV etc. me also strongly agree with the
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statement. In promotion GP stands on 46%, AKTel stands 42%, city cell 10%, and Bangla link stands for 2% only according to the respondent vote.
Pricing: Pricing of the Product: Particulars GP AKTel City cell Bangla link Frequency 46 42 10 2 Percentage 46.00% 42.00% 10.00% 2.00%
Pricing of the Product 50 45 40 35 30 25 20 15 10 5 0 GP AKTel Frequency City cell Bangla link Percentage 50.00% 45.00% 40.00% 35.00% 30.00% 25.00% 20.00% 15.00% 10.00% 5.00% 0.00%
Figure: Pricing of the Product About the pricing of the product of the customers view holds on flexibility of pricing. On that case GP stands for the first place with 46%. And AKTel on the nearest place with 42%. City cell & Bangla link are on the third and last place. Year wise Mobile subscribers increase
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year 1997 1998 1999 2000 2001 2002 2003 2004 2005
Grameen phone 55000 75000 100000 175000 450000 700000 1500000 2500000 3030000
AKTel 20000 30000 75000 150000 210000 300000 550000 1300000 1730000
CityCell 0 0 10000 30000 75000 150000 350000 475000 650000
Bangla link 0 0 0 0 0 0 0 0 290000
year wise mobile subscribers increase
4000000 3000000 2000000 1000000 0 1996 1998 2000 2002 2004 2006 -1000000 Amount of subscribers
Grameen phone AKTel Citycell Bangla link
In another graph we can show this
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Year wise mobile subscriber increase.
3000000 2500000 Amount of Subscribers. 2000000 3500000 1500000 1000000 500000 0
1997 1998 1999 2000 2001 2002 2003 2004 2005
Grameen phone
AKTel
CityCell
Bangla link
This figure shows that the increase rate of subscribers is very much high. Where as the total subscribers in 1997 was only bellow 50000 and after 9 years the subscribers rise in a very high rate and now it is around 50.00000. In our country the standard demand may be 10% of total population, I think if the penetration rate runs throw same way, very soon the standard demand will be fulfill.
Market share of various companies.
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Market share of various company
Grameen phone
AKTel
Citycell
Bangla link
Market shares Grameen Aktel CityCell Sheba(Bangla Link) 3030000 17030000 650000 290000
subscribers
According to grapping the subscribers and on the positions of existing subscribers there is no question that Grameen phone stand on the first place as market leader. And on the second place as a follower AKTel operating its activities as a hard competitor, City Cell placed on the third. And a new comer Bangla Link is on the last position.
Conclusion: The present study has attempted to describe the competitive situation in mobile industry. More specifically in this study customer’s view regarding the suitable positions of the
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companies in the mobile industry. All company trying to operate there level best to become leader in this industry. The intention of this study was to find out the consumer view to the companies. People need to communicate effectively. So, it is very important to select how effectively the operators are giving service. In service industry which is more important that is service. And which company can give this service effectively it will be the leader in this industry. Now a day’s the consumer could easily communicate with the BTTB easily by using prepaid card spontaneously. And many other up-to-date service & package like djuce by GP, GPRS service by AKTel. Roaming facility. Real time belling that is one second pulse. However, this study helped to identify the current position of AKTEL & other companies. Hopefully the findings and analysis will fulfill the demand of the main topics.
Appendix Appendix: Questionnaire
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A questionnaire for measuring the factor that affects the preference of the subscribers in purchasing pre-paid connection.
Sir We are doing a research to understand the reasons for using AKTEL’s Pre paid connection. This questionnaire will guide us to note down each factor that effect your preference towards a particular brand. Please give your honest opinion.
1. Which area do you live? …………………………….. 2. Which mobile phone operator do you prefer? o Grameen phone. o AKTel. o City cell. o Bangla link. 3. Which mobile phone operator gives you more price flexibility? o Grameen phone. o AKTel. o City cell. o Bangla link.
4. Which mobile phone operator gives you more quality service for network coverage? o Grameen phone. o AKTel. o City cell. o Bangla link.
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5. Which mobile phone operator do you think more flexible in pricing decisions? o Grameen phone. o AKTel. o City cell. o Bangla link.
6. What is your age? o 13--19 o 20—25 o 26—30 o 31—35 o 36—40 o 41—45 o 46+
7. What is your profession? o Service o Business o Student o House wife o Others
8. Reasons for using a mobile phone? o Keeping in touch with family o Business o Keeping in touch with friends o Office use o Security reasons
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o Others ----------------
9. Which mobile phone operator do you think more effective in promotion policy? o Grameen phone. o AKTel. o City cell. o Bangla link.
(For the following question, mark from 5 to 1 scale. 5 = strongly agree, 4 = agree, 3= neutral, 2 = disagree, I = strongly disagree.) Scale Quality of service Grameen phone AKTel City cell Bangla link Facility of service & pricing Grameen phone AKTel City cell Bangla link Promotion Grameen phone AKTel City cell Bangla link 5 5 5 5 4 4 4 4 3 3 3 3 2 2 2 2 1 1 1 1 5 5 5 5 4 4 4 4 3 3 3 3 2 2 2 2 1 1 1 1 5 5 5 5 4 4 4 4 3 3 3 3 2 2 2 2 1 1 1 1 SA S D
References 90
Books/Texts: 1.Principles of Marketing by, Philip R. Kotler 2. Marketing Management by, Philip R. Kotler 3.Consumer Behavior by, Leon G. Schiffmen 4.Organizational Behavior by, Leon G. Schiffmen Websites: 1. www.aktel.com 2. www.grameenphone.com 3. www.citycell.com 4. www.banglalinkgsm.com Various journals and newspapers Monthly mobile, May 2005. The Financial express. The business Bangladesh, April 2005.
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Chapter One:Introduction Page
What is Telecommunication? .............................................................................................5 The Mobile Phone Technologies …………………………………………….…..…….5-6 GSM Technology. ……………………………………….…………….… 6 CDMA Technology………………………………….………….………6-7 GSM vs. CDMA Technology………………………………………...…7-8 Advantages & Disadvantages of GSM & CDMA Technology…………...8 The Telecommunication Cycle………………………………………….………………8-9 What is Telecommunication Marketing? ............................................................................9 Chapter Two An over view on TM International (Bangladesh) Ltd ……………………………10-12 AKTel Beliefs…………………………………………………………….…12-13 Major Milestone of AKTel Business……………………………………….. …..13 AKTel has the following categories of product………………………………...14 o AKTel Post-paid products…………………………………..………… 14 o AKTel Pre-paid products……………………………………………15-16 Supporting Services. ………………………………………………..………16-17 Value added Services………………………………………………..………17-18 Marketing Division (Organ gram)……………………………………...…….…18 Services provided by Marketing Division………………………….……….18-20 Promotional strategies of Aktel……………………………………………..21-23 Special Offer……………………………………………………………………24 Chapter Three: Grameen phone Back ground of Grameen Phone…………………………….……………...........25
Products & Services of Grameen Phone Products……………………………………………………………………..……26 Customer Service……………………………………………………………...…26 Value Added Services………………………………………………………...27-32 After sales service……………………………………………………….……33-35 About GP International Roaming ..…………………………………….….35-42 Chapter four: City cell
Ownership Structure……………………………………………………….…4344
Product of CityCell…………………………………….……………….…….44-46 Pre
paid package………………………………………………………. ………...46
Types of package……………………………………….…………...……..…4749
Pos paid package…………………………………………….………………..4951
Chronology of CityCell's Achievements……………………..…..……..……51-53 Services of CityCell………………………………………..…..………..……53-54
Chapter Five: Banglalink Who is behind Banglalink?...........................................................................................59-61 Product and Services Post Paid Package………………………………………………………….……..62 Benefits of Post-paid packages………………………………………….........62-64 Pre Paid Package………………………………………………….………..…64-65 Tariff & Charges………………………………………………….………..…65-67 Services…………………………………………………………….……….……67 Banglalink Value-Added Services………………………………..…………..68-72 . Chapter six: Competition in telemarketing between various companies of Bangladesh is fine
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Mobile phone scenario in Bangladesh……………………….……………….73-74 Bangladesh Telecom Scenario……………………………………………..…74-75 Bangladesh customer category…………………………………………………...76 Comparative analysis Findings & Analysis……………………………………………………………...76 Profession of the respondents………………………………………………….....77 Age of the respondents………………………………………………………..77-78 Reason for using mobile phone…………………………………....78-79 Comparative Analysis………………………………………………….....................79-80 Quality of service…………………………………………………..……80 Satisfaction with the Network coverage…………..………................81 Network coverage ……………………………..……………................82 Market Reputation of existing companies………………………….................…83 Providing New Technology & related services………………………………83-84 Positions in the Promotional Activities……………………….……………...84-85 Pricing of the Product………………………………………………………...85-86 Year wise Mobile subscribers increase…………………………………….…86-88 Market share of various companies………………………………………..…89-90
Chapter seven Conclusion........................................................................................................................90 Appendix: Questionnaire………………………………………….……………...…91-94 References…………………………………………………….…………..…………….94
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Acknowledgement
It gives me immense pleasure to thank a large number of individuals for their cordial cooperation and encouragement who have contributed directly or indirectly in preparing this report. Firstly, I express my gratefulness to Almighty Allah who has made be able to pursue my study. I convey my gratitude to my honorable Supervisor teacher and advisor of the internship program Syed Ahsanul Alam. Associate Professor & Chairman MBA Exam. Committee 2001 Department of Marketing University of Chittagong. For his guidance and co-operation, that helps me immensely to prepare this report. I would like to express my gratitude to Mr. Anis Farooq, Deputy Manager, Marketing Division, customer care. AKTEL, for giving me the opportunity, appointment and lastly for his certification for the internship program that I had completed. And for his excellent helping attitude has greatly encouraged my work as an intern. I would also like to convey my thanks and gratitude to Ms. Hafiz jabun sultana. Asst. Manager, Customer care. And last but not the least; I would like to thank all the wonderful personnel working in the Marketing Division in “TM International (Bangladesh) Limited”. It is them who made it easy for me to understand and encouraged me a lot during my internship program. 4
Methodology: This report is a descriptive one, which was administered by collecting primary and secondary data. Descriptive Research has an important objective: gives description of something marketing characteristics of function (Malhotra, 2001) and also the description of phenomenon or characteristic associated with an object population (who, what, when, where and how of a topic, Copper, 2001). The report tried to discuss on over all scenario of existing mobile companies. Evaluate the performance of the companies and tried to identify the competitive positions. Before going in to the deep study, conceptual structure visualized under which the whole study was conducted. ECUTIVE SUMMARY Internship program fulfills the partial requirements of the MBA program. This report gathers knowledge and information obtained in the internship tenure. This internship report has been organized in three major parts. First part of the report is on the over all study on mobile companies of Bangladesh. Next is the competitive analysis on the basis with the various aspects of Telekom Malaysia International (Bangladesh) Limited (TMIB). Later on the third part deals with the project named Questionnaire for consumer study on market segmentation of cellular phone in Bangladesh. TMIB is a joint venture organization with A. K. Khan & Co. and Telekom Malaysia, Malaysia’s leading telecommunication provider, which has been operating in Bangladesh since 15 November 1997. Presently in TMIB the stake of Joint Venture is like that Telecom Malaysia have 70% and A. K. Khan & Co. Limited of Bangladesh have 30%. I discuses about all the companies are existing in the market like as AKTel, Grameen phone, city cell, Banglalink and tried to compare among them with performance and positions. The survey was focused on competitive positions of the mobile companies.
What is Telecommunication?
Telecommunication links via satellites are bringing about revolutionary changes in the Fields of communication. The barriers of spaces and time have totally collapsed. Not very 5
long ago it took days to communicate to someone through a letter but the new STD and ISD facilities have made communication an instantaneous process. The world appears to have contracted or been squeezed into a small room in which, given certain facilities, it is possible to communicate with anyone in any part in the world. THE MOBILE PHONE TECHNOLOGIES: GSM: GSM stands for "Global System for Mobile Communications." GSM is mostly a European system and is largely unused in the US. GSM is interesting in that it uses a modified and far more efficient version of TDMA. GSM keeps the idea of timeslots and frequency channels, but corrects several major shortcomings. Since the GSM timeslots are smaller than TDMA, they hold less data but allow for data rates starting at 300 bits per second. Thus, a call can use as many timeslots as necessary up to a limit of 13 kilobits per second. When a call is inactive (silence) or may be compressed more, fewer timeslots are used. To facilitate filling in gaps left by unused timeslots, calls do "frequency hopping" in GSM. This means that calls will jump between channels and timeslots to maximize the system’s usage. A control channel is used to communicate the frequency hopping and other information between the cell tower and the phone. To compare with the other systems, it should be noted that GSM requires 1 Watt of output power from the phone. CDMA: CDMA stands for "Code Division Multiple Access" and is both the most interesting and the hardest to implement multiplexing method. CDMA has been likened to a party: When everyone talks at once, no one can be understood, however, if everyone speaks a different language, then they can be understood. CDMA systems have no channels, but instead encode each call as a coded sequence across the entire frequency spectrum. Each conversation is modulated, in the digital domain, with a unique code (called a pseudo-noise code) that makes it distinguishable from the other calls in the frequency spectrum. Using a correlation calculation and the code the call was encoded with, the digital audio signal can be extracted from the other signals being broadcast by other phones on the network. From the perspective of one call, upon extracting the signal, everything else appears to be low-level noise. As long as there is sufficient separation between the codes (said to be mutually orthogonal), the noise level will be low enough to recover the digital signal. Each signal is not, in fact, spread across the whole spectrum (12.5 MHz for traditional cellular or 60 MHz in PCS cellular), but is spread across 1.25
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MHz "pass-bands." CDMA systems are the latest technology on the market and are already eclipsing TDMA in terms of cost and call quality. Since CDMA offers far greater capacity and variable data rates depending on the audio activity, many more users can be fit into a given frequency spectrum and higher audio quality can be provide. The current CDMA systems boast at least three times the capacity of TDMA and GSM systems. The fact that CDMA shares frequencies with neighboring cell towers allows for easier installation of extra capacity, since extra capacity can be achieved by simply adding extra cell sites and shrinking power levels of nearby sites. CDMA technology also allows lower cell phone power levels (200 miliwatts) since the modulation techniques expect to deal with noise and are well suited to weaker signals. The downside to CDMA is the complexity of deciphering and extracting the received signals, especially if there are multiple signal paths (reflections) between the phone and the cell tower (called multi path interference). As a result, CDMA phones are twice as expensive as TDMA phones and CDMA cell site equipment is 3-4 times the price of TDMA equivalents.
GSM vs CDMA: A TECHNICAL COMPARISON Advantages of GSM:
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GSM is already used worldwide with over 450 million subscribers. International roaming permits subscribers to use one phone throughout Western Europe. . GSM is mature, having started in the mid-80s. This maturity means a more stable network with robust features. CDMA is still building its network. GSM's maturity means engineers cut their teeth on the technology, creating an unconscious preference. The availability of Subscriber Identity Modules, which are smart cards that provide secure data encryption give GSM m-commerce advantages.
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Disadvantages of GSM: • Lack of access to burgeoning American market. Advantages of CDMA include:
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• • •
Increased cellular communications security. Simultaneous conversations, less call drops, strong network. Low power requirements and little cell-to-cell coordination needed by operators. Extended reach - beneficial to rural users situated far from cells. Due to its proprietary nature, all of CDMA's flaws are not known to the engineering community for solving. CDMA is relatively new, and the network is not as mature as GSM. CDMA cannot offer international roaming, a large GSM advantage.
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Disadvantages of CDMA include:
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Telecommunication Cycle: The transmission of the senders ideas to the receiver and the receiver’s feedback or reaction to the sender constitute the telecommunication cycle. The main steps o this cycle is as follows; 1. Input: the information or ideas the sender wants to gives the receiver. 2. Channel: fax, phone call, electronic mail, etc. 3. Massage: the actual massage that in sent. 4. Output: the information the receiver gets. 5. Feedback: the receiver’s response (or non-response) to the massage. 6. Brain drain: the possibility of misunderstanding at any step. We can illustrate this cycle with the help of the following illustration:There are several barriers to the understanding of a massage and as the figure suggest, Misunderstanding can occur at any stage. Input Massage Output I want to know the balance Kindly send me a statement He needs a statement of his In my current account at Of my transactions in Transactions in current account The end of October current Account October no… during No… during October
What Is Telecommunication Marketing? Is the chapter we have already find a definition of Marketing which is- “Marketing is a process by which individuals and groups obtain what they need and want by creating and 8
exchanging products and value with other.” Thus we can say that Telecommunication Marketing is a process by which Telecom Company or operator’s presents their products & services. Telecommunicating has a great role in modern economy & society. Without telecommunication we can thing about the prosperity of the society. The base of the modern progressive society is telecommunication. Telecommunication makes the whole world as a global village. So people can communicate with each other from a long distance. Here long distance means from any where of the world. Now-a- days in most of the country’s telecom industry contributes a huge share of national income. Without marketing telecom industries can’t bring their products and services to their customers. So Telecom Marketing has a great importance in modern society.
AN OVERVIEW ON TM INTERNATIONAL (BANGLADESH) LTD. AKTEL. TM International (Bangladesh) Ltd.
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GROUND OF THE COMPANY: TM International (Bangladesh) Limited (TMIB), a joint venture company of Telecom Malaysia Sdn. Bhd., of Malaysia and A. K. Khan & Company Ltd. of Bangladesh has started its commercial operation in Dhaka, the Capital city of Bangladesh as a GSM 900 cellular phone operator on 15th November, 1997 the tremendous success in Dhaka. TMIB has started its operation in Chittagong in March 26, 1998. TMIB uses the Global System for Mobile (GSM) communications as the digital cellular system, which is fully featured with services like Basic Telephony, Data and Value Added Services, (VAS). TMIB has an integrated and fully computerized Customer Care Billing System (CCBS), which supports virtually all subscriber-related functions. VISION, MISSION and THEME of the company: The Vision: To be the most preferred GSM cellular service provider in Bangladesh. The Mission: To provide total customer satisfaction as the company strives to become the most preferred GSM cellular service provider in Bangladesh. TMIB will achieve this through developing people, products, and services of the highest quality and meeting the needs of its employees, shareholders and the nation.
Theme: “Customer First” The AKTEL Service- Clearly Ahead: The whole is the sum of parts and when the best come together; the results can be truly spectacular. TMIB brings AKTEL Mobile phone service, a digital cellular phone service which will prepare better for life in the fast lane. AKTEL GSM always keeps so near, even when so far. CORPORATE SUMMARY: The over all company growth and satisfactory performance has been achieved under the dynamic leadership of Mr.Nasir Bin Baharom, Managing Director of 'Telecom Malaysia International (Bangladesh) Limited'.
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TMIB received license to operate GSM cellular phone services in Bangladesh in 1996. It is a joint-venture company formed between Telekom Malaysia Berhad holding 70% of the equity capital and 30% local shareholding by let A. M. Zahiruddin Khan (ex, Chairman, T M International Bangladesh Ltd.), the present chairman yet no selected. M/s A. K. Khan & Co., Limited. The directors are a.Mr.Yb Tune Joseph Salang Gardum b.Mr.Yb Dato Ir.Hj. Mohd.Zin Bin Hj.Mohamed. The success story started with the commercial launch of AKTEL services in Bangladesh in November 15, 1997. TMIB provides standard mobile connections with NWD and IDD facilities. They also provide mobile-to-mobile services. It has fully covered the Capital city Dhaka, and started functioning in the Port city Chittagong from 26th March 1998. Now AKTEL is covering 61 districts of Bangladesh. It was not only a service launching ceremony but also worked as renewal of friendship between two brotherly countries - Malaysia & Bangladesh. The ceremony gathered ministers and dignitaries of both the countries where they had an opportunity of exchanging views of bilateral trade and cultural interests.
At present The Company employing Five Hundred Fifty (500) Staffs in total to serve more than 600000 subscribers. TM is a full-fledged business enterprise with a corporate head office; Finance Department, Human resource Department, Technical Department and Marketing Department, Corporate Affairs, all are functioning under efficient and highly qualified Persons. AKTEL’S BELIEFS: AKTEL strongly believes that subscribers are the most valuable assets. The company has a strong Customer Service. To always be with customer, AKTEL "Help Line' is there. AKTEL has successfully migrated to a new switch with higher capacities in terms of accommodating higher customer base and as well as to let them use all the basic and supplementary services under GSM technology. It introduced 11
the both-way national roaming all through its network coverage. The Prepaid services with enhanced features have been commercially commenced successfully and now the company taking some projects to accumulated more advanced technological features in network. In term of Network Quality, the company will ensure the equipment of worldclass standard but more importantly its size or capacity is catered to the right dimensioning of customer base, in order to overcome the drop calls problem or call congestion. All these are done through proper planning, control and schedule maintenance program. The company maintains the benchmark for providing the quality services. It monitors these through generating regular report and on site survey. If any weak signal or drop call, comes to notice, skilled engineers are providing services round the clock and resolve the problem instantly. The most important key resource factor at TMIB is its efficient human resource. Moreover, its decisions are based on facts from market research and coverage survey. Furthermore, the entire thing can only be achieved through the right people. AKTEL has put its sharp eye in developing its employees through proper training, as it believes that the most important asset for TMIB is its staff members. The company is trying its best to ensure the quality services by quality people. It has the plan to give opportunity to every household to use cellular service in the country at the competitive price providing unparalleled quality service and customer care. In achieving this goal, the company can't wait for more interconnection facilities with the fixed network. The company is planning to enforce strong efforts to create its own independent network. It has already started Dhaka-Chittagong AKTEL backbone. The company’s future plan is to vigorously expand network, which can be called cell-to-cell expansion, covering almost all the regions of Bangladesh within the year 2005.
MAJOR MILESTONE OF AKTEL BUSINESS:
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First time introduced the 'Mobile Plus (PSTN Incoming Connectivity only) Services' in Bangladesh. First time introduced the Tele-Ramadan (Timing of Iftar and Sehri during Ramadan) under Tele-info Services in Bangladesh. First time introduced the Seamless Coverage throughout the DhakaChittagong Highway and named it as 'Chittagong Dhaka Corridor (CDC)'. First time introduce the full-fledged IVR based Customer Services (Call Center) in telecom market. First time introduced cellular services in the most northern part of Bangladesh by launching AKTEL Service in Rangpur and Dinajpur in 2002. TMIB brought Sixty one (61) Districts during May 2004 successfully. Introduced the automatic system generated bill amount and payment request for the Post-paid subscribers in 2002. The automatic unbarring facility, after necessary payment making by the subscribers, is also a part of this system.
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RODUCPTS AND PACAGES OF AKTEL
AKTEL has the following categories of product.
A. Post-paid (Mobile to Mobile) B. Mobile Plus (Mobile to Mobile + BTTB incoming) C. AKTEL Standard (Local) D. AKTEL Standard (NWD) E. AKTEL Standard (ISD) F. Pre-Paid (Pure) G. AKTEL Standard (Local) Pre-Paid H. Ashol Phone (Mobile to Mobile + BTTB incoming outgoing Local, NWD, ISD) 13
AKTEL Post-Paid PRODUCTS AKTEL Standard Connection allows both-way BTTB Outgoing and Incoming facilities along with the mobile connection facility. This is a zonal subscription with National Roaming Facility. Local, NWD and IDD call facilities are available under this subscription.
Mobile plus AKTEL Mobile-Plus Connection allows BTTB Incoming facility along with the regular nationwide mobile-to-Mobile connection facility. This product has been first introduced by AKTEL in Bangladesh and has enjoyed great popularity since inception. Mobil link This is the most basic product of AKTEL featuring both Outgoing and Incoming Mobile –to- Mobile Connection facility and a host of Value Added Services. AKTEL Pre-Paid PRODUCTS 1. Pre-Paid Service (Pure): Introduction of AKTEL's One Pre-Paid Service (OPPS) is another development of mobile telephony in Bangladesh. OPPS have National Roaming facility and a flat airtime charge of Tk. 6.90 per minute. There is no incoming charge. This service helps the subscriber to control costs. It keeps free from the hassles of paying bills, security deposits and line rents to the subscriber. To start with, you have to buy the “One” Starter Kit and a handset. The Starter kit contains a pre-activated SIM card and a One Pre-Paid card.
2. Pre-Paid Plus (Mobile to Mobile + BTTB incoming) Another AKTEL's new One Pre-Paid Service (OPPS) is latest version of mobile telephony in Bangladesh. OPPS have National Roaming facility and a flat airtime charge of Tk. 6.90 per minute. There is no incoming charge from M2M but a charge of Tk. 1.50 per 30 sec. for incoming from BTTB. 3. Ashol Phone: (Mobile to Mobile + BTTB incoming outgoing Local, NWD, ISD) 14
Ashol Phone is latest version of mobile telephony in Bangladesh. Ashol phone has National Roaming facility and a flat airtime charge of Tk. 6.90 per minute to mobile outgoing and Tk.6.9+BTTB charges for Local, NWD and ISD outgoing call. There is no incoming charge from M2M but a charge of Tk. 1.50 per 30 sec. for incoming from BTTB. “OnePre-Paid”features: Unique Features of pre-paid standard:
Both-way connectivity with any Mobile and Land Phone Worldwide (Local/NWD/ISD) 10 Seconds pulse for Charging Pre-Activated SIM card with Pre-Loaded amount for ensuring the instant access No monthly line rent and credit limit Unique Charging even while Roaming Freedom to Roam under AKTEL Network (61 districts) Minimum Registration Costs and wide range of handsets option Pre-Paid Information Center – like IVR services 1st minute BTTB incoming free.
Unique Features of pre-paid mobile plus:
Exclusive Nationwide Mobile-to-Mobile connection facility Allows any incoming call from BTTB number Global incoming facility No monthly line rent and credit limit No incoming charge for receiving call from any mobile Introduced by AKTEL for the first time in Bangladesh 1st minute BTTB incoming free.
New Pre-Paid Tariff
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Three time bands
Peak : 8am-8pm Off Peak : 8pm-12am 15
Night Bird :12am-8am
Reduced Tariff for AKTEL-AKTEL outgoing call charges 10 sec pulse from 1st minute 1st minute free for BTTB incoming Up to 3 numbers under F&F package.
SUPPORTING SERVICES Caller ID: Display of the phone number of an incoming call in your handset before the call is answered. Call Waiting: While talking to the first caller, you will hear a special tone informing you about the second call on the line. At that moment you can put the first caller on hold and talk to the second caller. Call Conference: Receiving calls from multiple callers can be supplemented by joining these multiple callers so as to enable them to talk to each other. You will be able to communicate with a group consisting of maximum five callers. Call Divert: Call Divert lets you redirect or re-route your call to another AKTEL mobile or any other fixed (if you have BTTB connectivity) or mobile phone. Call Barring: Enables you to restrict certain types of calls to be made from your mobile. This feature is especially important for security purposes. VALUE ADDED SERVICES: The following additional services are available upon request: Voice Mail Service (VMS) VMS is a unique answering machine. It provides you with a personal electronic mail box in our voice mail center.
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It records your personalized greetings as well as stores your incoming voice messages. It records incoming voice messages if you are: o Outside AKTEL's coverage area or Busy or simply switched off your mobile. o It provides 24-hour automatic secretarial service o Makes you available to your calling party anytime
Short Message Service (SMS) SMS in your mobile acts like an advanced pager. You can send and receive text messages of up to 160 characters, directly from one AKTEL mobile to another AKTEL mobile. Additional Services
Calling Line Identification Presentation (CLIP) Call Forwarding/Diverting Call Waiting/Holding Itemized Bill Location Based Tele Ramadan Pre-Paid Billing Information through SMS SMS based Content Service (News, Weather, Ring tones, Logos, Pictures etc) AKTEL Mobile – Stock Mobile-Banking Facility Voice Mail Service (VMS) Short Message Service (SMS) Nationwide Roaming (Throughout Country Flat Rate) 24 Hours Customer Care 24/7 Toll free Call Center IVR (Interactive Voice Recorder) Service.
Toll Free Help line 123 (from AKTEL Number) or 0189-400400 (from any number) Service charge is as follows:
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Marketing Division (Organ gram) UNITS SERVING AT MARKETING DIVISION: 1. Front service.2.activation 3.procurement &dealer management. 4. help-line.5. Fraude Mgt SERVICES PROVIDED BY MARKETING DIVISION
a. Services Provided by the “Front Customer Care Unit”: 1. Sim Change (Due to lose or damage of sim card). 2. Accounts recharge due to temporary account lock. 3. Address change. 4. Transfer of ownership of the mobile service. 5. Recording the request for Itemized Bill for regular or particular month. 6. Selling mobile connection direct to customers. 7. Providing the customer about the various facilities and package service. 8. Record of payment to open the temporarily blocked services. 9. Receiving the application for permanent de-activation of mobile service confirming the service. 10. Various tariff information to the subscriber. 11. Receiving line block due to sim lost. 12. Sim unlock request in retrieval case subject to producing of original subscription copy and payment of bill. 13. Receiving application for converting a service into IDD/NWD service scheme and issuing the services. 14. Receiving application form of security deposit increase & confirming the service. 15. Issue of duplicate document copy in lost or damage case. 18
16. Reporting to the respective division in-charge. These are services provided by the different functional units of AKTEL Chittagong branch. The well-trained staffs of this unit are strongly committed to provide the best quality to their customers, as the mission of the company is to provide total customer satisfaction. TMIB is trying to achieve this through meeting the needs of its employees, shareholders and the nation. b. Service Provided By the “Activation” Unit: 1. Activation of new connection. 2. Activation of changed sim. 3. Change of address. 4. Issuing invoice for security deposit increase, NWD deposit, ISD deposit. 5. Activation of various services. 6. Reporting about all the activities to marketing in-charge. Various Complaints frequently come in front service. A) Accounts Complaints: 1. Bill not received 2. Delay receive received bill 3. Disputed bill 4. Delay posting 5. Payment made before locking. B) Credit Control Complaints: 1. Not informed before locking 2. Payment entry still lock 3. Fax made still lock C) It Complaints: 1. Bill not prepared in time 2. No massage before locking 3. Wrong massage 4. Repeated massage
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5. Pending problem D) Technical Complaints: 1. Coverage problem 2. Call drop 3. Call congestion 4. IDD incoming problem 5. IDD outgoing problem. E) Prepaid Complaints: 1. Recharge problem 2. Stuck problem 3. Sim problem 4. Complain against dealer 5. Any other problem.
PROMOTIONAL STRATEGIES OF AKTEL: 1) Cellular Phone Service: The whole is the sum of parts and when the best come together; the results can be truly spectacular. TM International (Bangladesh) Limited brings you AKTEL Mobile Phone Service. Fully digital cellular phone services that will prepare you better for life in the fast lane. Always keeping you so near, even when you are so far. AKTEL has been successful in bringing together the world leaders in various technologies, giving Bangladesh cellular phone service that is world class. 2) Better Billing: The whole is the sum of parts and when the best come together; the results can be truly spectacular. TM International (Bangladesh) Limited brings you AKTEL Mobile Phone Service. Fully digital cellular phone services that will prepare you better for life in the fast
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lane. Always keeping you so near, even when you are so far. AKTEL has been successful in bringing together the world leaders in various technologies, giving Bangladesh cellular phone service that is world class. 3) Better Switching: AKTEL cellular switching system provides you the state of the art GSM technology. AKTEL Mobile Phone Service is based on the GSM technology, which will give you the winning edge all the way. 4) SIM-Card Identity Number: With the AKTEL Cellular Phone Service, you will have more than just a number. Simply because the GSM standard lays emphasis on the Subscriber Identification Module (SIM) card, a key component of the whole process. It is a computer chip card, which is highly secured against fraud. A microchip embedded in the plastic card stores PIN (Personal Identification Number), code personal telephone directory and details of calls made. As a result, you can use the SIM card on any GSM 900 phone. So, even if your cellular phone is not handy, you can borrow another one; insert your SIM card and its business as usual. This electronic SMART CARD also contains your unique Personal Identification Number (PIN), just as an ATM card does, to prevent misuse, should it fall into wrong hands.
5) Consistent and High Voice: People who listen to music on compact disks are aware that digitized music results in sharper, and clearer audio quality. With GSM too, digitization of voices is done so that high quality is maintained. 6) Security: It is almost impossible for anyone to tap or listen in on a conversion in the AKTEL cellular network. Digitization encodes speech and, and dynamic allocation of frequency makes it impossible for outsiders to enter a call. Incidentally, the technology that makes it possible for you to talk better also makes it impossible for anyone to intrude into your privacy audio quality. With GSM too, digitization of voices is done so that high quality is maintained.
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7) Exciting AKTEL Service: AKTEL offers a very comprehensive range of value added services for those on the move. Each service designed to help you in specific, frequently encountered solution. Service like these will surely revolutionize the way you communicate 8) AKTEL Itemized Billing: This service entitles you to a detailed bill with an accurate breakup of the call charges, including the date, duration and numbers of incoming and outgoing calls. This is extremely handy in case you wish to keep track of expenses, or even to find out whether your card is being misused. The AKTEL network has a chain of outlets where all the leading models, makes and accessories of GSM compatible mobile phones are available. However, subscribers are free to procure their GSM cellular phones from any other source within the company or abroad provided these are duty paid and these would connected to the AKTEL network. . C. Customers Care Customer care is making the bridge the customers and company. Besides Sales division it is the only department who deals customers directly. Sales department procures the business and Customers Care keeps the business with the company for long period. Once relationship is established customer Care is doing the business with the subscribers. It works with the objective to meet all kinds of queries from customer and provide the optimum solution. The trained and friendly people are serving for customer care from 09am-5.45pm in Dhaka office. There are two shifts. One is start from 08am and end up at 05pm, another one is from 11am to 08pm. Customer care department works to ensure customers satisfaction and also to motivate the people in AKTEL service. Responsibilities of Customer Care are unlimited. CURRENTLY AVAILABLE ROAMING COUNTRIES. Afghanistan Albania Antigua Argentina Bolivia Bosnia Botswana Brazil Dominica Egypt Estonia Finland India Indonesia Iraq Ireland Lebanon Lithuania Masao Macedonia Niger Nigeria Norway Oman
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Armenia Aruba Australia Austria Azerbaijan Bahrain Barbados Barbuda Belarus Belgium Benin Bermuda Bhutan St Lucia Sudan Sweden Syria
Brunei Bulgaria Burundi Cambodia Cameroon Canada Chile China Congo Croatia Cuba Cyprus Denmark Thailand Tobago Togo Trinidad
France Gabon Gambia Georgia Germany Ghana Gibraltar Greece Grenada Hawaii Hong Kong Hungary Iceland Tunisia Turkey Uganda Ukraine
Israel Italy Jamaica Japan Jersey Jordan Kenya Kirghiztan Korea Kuwait La reunion Lao Latvia U.S.A Canada Vietnam Yemen
Madagascar Malawi Malaysia Maldives Malta Mali Mauritius Mexico Monaco Mongolia Morocco Namibia Nepal Zimbabwe Zambia
Pakistan Palestine Paraguay Peru Poland Portugal Qatar Romania Russia Senegal Slovenia Spain Sri Lanka
Special Offer
GPRS
General Packet Radio Service (GPRS) enabled networks offer 'always-on', higher capacity, Internetbased content and packet-based data services. This enables services such as colour Internet browsing, email on the move, powerful visual communications, multimedia messages and location-based services. o FUN DOSE FUN DOSE.
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Choose your Voice Greeting, pass it to anyone, and even anonymously send your DOSE through AKTEL. Hate. Flirt. Sorry. Heart 2 MON. Say You Love. Anytime, anyone…. Love Birthday.
DETAILS ABOUT GRAMEEN PHONE
Back ground of Grameen Phone GrameenPhone has just completed its eighth year of operation. The GP network went onair on March 26, 1997 and it has grown from strength to strength since then. GP now has the largest network with the widest coverage around the country. And plans
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are underway to further increase the coverage to 80 per cent of the population within this year, from the current 55 percent. The company has become one of the largest private sector investments and also the largest single tax payer in the country. It may be mentioned here that the shareholders of GrameenPhone have re-invested most of the earnings so far, enabling the company to continuously increase the capacity and expand the coverage area of its network.
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November 28, 1996: Grameen Phone was offered a cellular license in Bangladesh by the Ministry of Posts and Telecommunications March 26, 1997: Grameen Phone launched its service on the Independence Day of Bangladesh After eight years of operation, Grameen Phone has more than 2.8 million subscribers as of March 2005.
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PRODUCTS& SERVICESOF GRAMEEN PHONE
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Products
GrameenPhone offers a number of products and value-added services to its valued subscribers. These attractive products and services are designed to cater to the needs of the individual subscribers. There are seven products currently being offered by GrameenPhone. The products are:
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GP Regular GP National Anytime 300 Anytime 450 Anytime 500 25
• • •
EASY GOLD EASY Pre-paid Djuce.
In addition, GrameenPhone offers a number of Value-added Services (VAS) to its subscribers. These include Text Messaging (SMS), Voice Mail, Fax/Data service and Wireless Application Protocol (WAP). The SMS-based Push-Pull Service was also launched in January 2003. Customer Service The Customer Relations Division of GrameenPhone Ltd. provides a full range of aftersales service customized to the needs of the valued customers. Efforts are made to offer complete service through all the contact points dedicated for GP customers at every opportunity through Call Center, Customer Relations Centers and Customer Communication. The trained team of Customer Relations Division strives to ensure service with an aim to content the subscribers through “YOU FIRST” attitude and solution. Our strategy is to connect Bangladesh with “Ease & Care” at every contact through professional and proactive service.
Value Added Services 1. SMS (Short Message Service) With this service, you can receive and send Text Messages (a maximum of 160 characters per message) to any other GP or CityCell mobile and to foreign operators' (international) mobiles as well (conditions apply). How to activate SMS The GP Short Message Service Centre (SMSC) number is +88 017 0000 600 and it is by default stored in your SIM card. If your handset is configured with any other SMSC number, then please reset your SMSC number as +88 017 0000 600. SMS Push-Pull Services
26
With Push-Pull service, you can enjoy more than 160 contents (Ex: Usage Info, Payment Status of last bill, Sports news, Emergency numbers, Restaurants, Airline and Railway timing, travel info etc.). For example, to know the contact numbers of taxi cab companies:
• • • •
Go to the message option of your handset Write 'taxi'. Send the SMS to 2000. You will receive the list of taxi cab numbers in return.
Charges SMS charge is Tk. 2 per outgoing message up to 160 characters. This service does not charge for any incoming messages. 2. Voice Mail Service (VMS) Voice Mail is a unique answering machine, which can record your personalized greetings as well as store your incoming voice messages when your phone is busy or if you are out of the coverage area or you have simply switched off your GP mobile. This 24-hour electronic secretarial service makes you available to your calling party anytime without affecting your daily schedule. Activating Voice Mail Service against your subscription Please contact Customer Relations Division (Hotline 121 for Pre-Paid, 122 for Post-Paid) to activate Voice Mail Service against your subscription. The activation may take a minimum of 72 hours.
3. WIRELESS APPLICATION PROTOCOL (WAP) WAP is a worldwide standard developed specially to allow mobile phones to access and display WAP-enabled Internet contents on mobile handset screen. GP-WAP offers the access to a range of personalized services like e-mail, chat, news, other information services and lot more.
27
Service provided by (WAP) News Service (222) Channel-I Program Schedule (2525) Channel-I GP Information Services (2626) Event Based Sports Update (2002) Iftar and Sehri Timing (1515)
4. Product Migration (Applicable for GP National to GP Regular only) The subscriber is requested to visit the nearest Customer Relations Centers and fill in the Migration Form with the authorized signature. To Migrate from GP National to GP Regular, subscribers need to submit:
• • • •
Subscription Form Bank deposit slip after paying the Migration Fee of Tk. 3170 (Including VAT)* Two (2) copies of passport-size photographs For Corporate clients, application is invited through company letterhead pad with the signature of authorized signatory or high officials with company seal.
Necessary notes to follow: Product Migration Fee from GP National to GP Regular is Tk. Tk. 3170 * including 15% VAT. Time frame for migration is three (3) working days after verifying the signature & subscription form of the subscriber. Only GP National subscribers can change the subscription type to GP Regular with existing product feature at present. Mobile number will be changed as per the number plan of the preferred zone 5. Friends and Family
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Friends and Family for GP REGULAR and GP NATIONAL GP has introduced a Friends and Family (F&F) option without any additional monthly fee to its GP Regular and GP National subscription. Now a subscriber can choose any three (3) GP numbers as his/her F&F numbers and avail the opportunity of calling these numbers at a flat rate of Tk. 1.5 per minute from any where within GP coverage area, 24 hours a day. To install F&F numbers a subscriber simply needs to send an SMS to 2800 mentioning the desired three F&F numbers collectively or individually. For sending the numbers at a time, separate them with comma. Please do not leave any space or use any symbol or characters. You will receive an acknowledgement SMS on your F&F request followed by a confirmation SMS on successful activation. Activation of F&F may take minimum 72 hours and the F&F tariff is applicable only after receiving the activation confirmation SMS.
Corporate Offers 6. Corporate Offers
GrameenPhone Ltd. was the first telecommunications company in the country to offer a Corporate Sales Package initiative, recognizing the importance of the special needs of the corporate customers. The Corporate Sales Section (CSS) of GP handles all sales and other related services provided to the corporate subscribers. It delivers a total telecom solution under a Corporate Sales Package agreement. Many leading local and multi-national companies, international organizations and banks have corporate agreements with GP. Under such contracts, CSS adds more value propositions to the clients’ mobile communication package and forms a reliable and long-term partnership with the client as its main telecom
29
service provider.
CORPORATE VALUE-ADDED SERVICES A full range of post-paid and pre-paid products with regular value-added services are available for the corporate clients. Moreover, value-added services are specially tailored to meet the specific needs of a corporate subscriber. SPECIAL FEATURES FOR CORPORATE CLIENTS DATA / FAX SERVICE Fax and Data service, with 9.6 KBPS speed, enables the use of a mobile phone to send faxes or transfer data by attaching it to a computer. Fax services can be a useful tool for quicker communication between branches or different locations at a very low cost. FIBRE OPTIC NETWORK A unique service provided by GP through its authorized distributors, offering data communication facilities in a very large scale with a bandwidth of 64KBPS – 2 MBPS. Along with the above mentioned features, special Value-Added Service packages and customized features are offered to the corporate clients when available. In practice, CSS works for finding total telecommunication requirement of the client and opts to provide the solutions accordingly. CSS also takes the initiative to outsource some of the solutions (hardware/software) on behalf of the client, if required. EXCLUSIVE SERVICES FOR CORPORATE CLIENTS I. SALES SERVICES
•
A Key Account Executive works as a one-point contact for a particular corporate client. He/she provides instant delivery of any number of subscriptions as per
30
client requirements. Special discounts on the start-up cost are occasionally arranged for the corporate client.
•
The account executive acts promptly to resolve all the issues raised by the clients regarding GP services. When required, he/she coordinates with other departments to provide the total solution for the client.
•
From time to time, specific handset upgrade requirements are met according to clients’ request by mediating and arranging a special offer from the respective handset vendors. Account executives also help the client to choose specific handset models for the best results.
7. Corporate Customer Services The Corporate Customer Services aims to provide quality customer service to the country’s preferential corporate clients. A professionally trained team is dedicated to provide After Sales Services and Solutions customized to the need of the Corporate Customers and initiate pro-active visits as a part of routine contact to look into the needs with an aim to build long-term professional relationships.
BENEFITS & FACILITIES FOR CORPORATE CUSTOMERS The Corporate Customers of GrameenPhone enjoys the following privileged services:
•
Special features are available from GrameenPhone that are given to certain preferential Corporate Clients Corporate Clients will get special credit facilities for usage but the connections might be barred for unpaid bills Special & dedicated Corporate Hotline Service Dedicated Sales Officer to facilitate Corporate Customer with further sales
•
• •
Credit Policy and Billing Procedures The usual rules of the Credit Policy do not apply for the Corporate Subscribers. All Corporate subscriptions are included in the 3rd Bill Cycle. Corporate clients are requested to pay their due bill on the ‘due date’ specified in the monthly bills. The credit limit of a Corporate Customer depends on the payment pattern, trend of usage,
31
Security Deposit and credit worthiness. Though the Corporate subscriptions are not barred till the due date exceeds, we request our Corporate Customers to pay their mobile bills on time. Instant Quality Services The Officers at Corporate Customer Services are dedicated to provide One-Stop Customer Service on issues related to products, billing, network quality and many more. Some of the instant services provided to our corporate customers are listed below:
• • • • • • • • • • • •
Itemized bill Billing clarification Replacement of SIM card Change of address Transfer of Ownership Change of subscription Type ( Up-gradation or Migration) Special Fax Number for contacting Corporate Customer Services Separate E-mail address dedicated for Corporate Customers Coverage Information Handset Information Product Information etc. After Sales Service
8. After Sales Service We have the following After Sales Service for our valued EASY Pre-Paid and EASY Gold subscribers at present:
• • • •
In case a Phone/SIM card Lost or stolen Reconnection (if the Lost or stolen phone/SIM card is found) SIM Replacement WAP facility
It is necessary to submit the original subscription form (subscriber’s copy) to avail the 32
After Sales Service for EASY Pre-Paid and EASY Gold subscription. Therefore, preserve the subscription form (subscriber’s copy) in a confidential and secure place.
Lost Phone IN CASE A PHONE/ SIM CARD IS LOST OR STOLEN In case a GP subscription is lost or stolen by any means, immediately inform GP mentioning:
• • • •
Subscriber’s mobile number, name and address The reason & request for temporary suspension Contact number Signature of the subscriber (as singed on the original subscription form)
Then it may be solved by GP’s cordial assistant. RESTORATION PROCESS FOR A LOST OR STOLEN PHONE/ SIM If the lost/ stolen mobile phone/ SIM card is found, please inform GP in writing with your valid signature (as signed on the subscription form) to reconnect the subscription. The service shall be restored upon signature verification. In case the mobile phone/ SIM card is not found, you need to collect a new SIM card against the subscription through SIM Replacement procedure. A subscription might undergo the process of permanent disconnection if it remains inactive for more than three months (90 days) period.
SIM REPLACEMENT In case a subscription is lost/ stolen (not found) or the SIM card gets disabled or damaged for any reason, then the subscriber needs to purchase a new SIM card against his/ her subscription. Transfer of Ownership 33
To Transfer the Ownership of a subscription, presence of both the transferor and transferee are required at any of GP’s Customer Relations Centers. Necessary requisites are:
•
Two copies (each) of passport-size photographs of both the transferor and transferee The original subscription form along with purchase money receipt Transferor needs to fill up a Transfer Certificate with valid signature Transferee needs to sign up a new Application Form Transferor should pay the last bill and the current usage Corporate Customers need to fill up the Transfer Certificate Form along with new Application Form with signature and company seal (they can collect the forms by submitting a forwarding letter to the Customer Relations Center)
• • • • •
•
The transferor (corporate) needs to assign one authorized person who has the signing authority A procurement letter on company letterhead while a corporate taking a connection from private/ corporate A clearance certificate on company letterhead while transferring a connection of a corporate customer to an individual to be signed by the Managing Director/Chairman of the company with company seal.
•
•
ITEMIZED BILL Itemized Bill is the detailed call statement of your monthly bill. This bill contains the list of all the outgoing and incoming (subject to availability of data) calls made from your GP mobile along with the information on date & time called, duration of each call, air-time (GP’s airtime charge) and land-line phone charges. The usage /charges in the Itemized Bill are shown without calculating the 15%VAT.
About GP International Roaming GrameenPhone has been offering International Roaming facility to its subscribers since 34
March 1999. GrameenPhone is the first Cellular Operator providing this premium service to its valued subscribers and till today it is the only company offering International Roaming Service in Bangladesh. While traveling abroad, a GP IR subscriber can use and enjoy all the operators’ network coverage and other facilities (with whom GP has International Roaming Agreement). Subscribers of those Roaming Partner Operators’ can also enjoy network coverage and facilities of GrameenPhone while visiting Bangladesh. Currently GrameenPhone has 229 International Roaming partners with networks spread across 81 countries in 6 continents as of December 2004. GrameenPhone is a GSM 900 network and most of its Roaming Partners have GSM 900 or 1800 networks. However GrameenPhone also has some GSM 1900, CDMA, 2.5G, 3G and other types of operators as Roaming Partners. International shown Calls: below:
For international calls the per minute airtime charges will be added to the IDD Tariff
IDD call tariff per minute in BDT excluding VAT: Standard Group Country (8:0022:00) India, Pakistan, Nepal, Bhutan, Maldives, Sri Group1 Lanka, Singapore, Malaysia, UAE, Saudi Arabia, Thailand, Hong Kong, Qatar, Bahrain, Oman, Kuwait, Indonesia A. Any country of Asia which is not included Group Australia C. USA , Canada 1 18.00 Group2 B. UK, Germany, France, Italy, Netherlands, 24.00 18.00 15.00 Off Pick (22:008:00)
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A. Countries of European, Australian, North Group3 American Continent which are not included in Group 2 27.00 21.00
B. Countries and Island of Pacific belt Group4 South America and African rest of the countries
30.00
24.00
List of Active Roaming Partners for GrameenPhone Country Albania Australia Austria. Azerbaijan, Bahrain Belgium Bhutan Brazil Brunei Bulgaria Cambodia Cameroon Canada China Congo Cyprus Czech Republic Denmark Country Denmark Egypt Finland France Georgia Germany Greece Hong Kong Hungary Iceland India Indonesia Ireland Italy Jamaica Jersey Jordan Japan Country Kazakhstan Kenya Kuwait Maldives Macau Liechtenstein Liechtenstein Luxembourg Malta Malaysia Morocco Mauritius Nepal Netherlands New Zealand Nigeria Norway Oman Country Pakistan Paraguay Philippines Poland Portugal Qatar Russia Saudi Arabia, Singapore Slovak Republic Zimbabwe South Africa South Africa Spain Sri Lanka Sudan Sweden Country Switzerland Syria Taiwan Tanzania Thailand Turkey Uganda Ukraine United Kingdom United States of America United Arab Emirates Vietnam Yemen Zimbabwe
Network coverage of GP 36
GrameenPhone covered in Bangladesh: 61 Districts.352 Upazilas.
Social works of GP
37
GP is sponsor of Bangladesh cricket team.
GP mobiles for Fire Service Hotline GrameenPhone Ltd. has recently presented two mobile phones to the Directorate of Fire Service and Civil Defense. The Directorate is using these mobile phones in there Central Control Room Hotline where people can call to inform about fire incidents and other disasters. The numbers are 0173038181 and 0173038182. Both these GP mobiles can be reached from any other mobile and fixed-line telephones. The Control Room remains open 24 hours a day, throughout the year. The Directorate of Fire Service and Civil Defense is an emergency service organization which plays a major role to contain fire incidents, in rescue efforts during natural disasters and other accidents. However, it is unable to respond to many fire incidents or
38
accidents due to lack of timely information. The Directorate felt that as the use of mobile phones is widespread around the country, it will be useful to have a Hotline with mobile phone numbers, to which members of the public can call during an emergency. GrameenPhone Scholarship fund at Grameen Shikkha Grameen Shikkha, a non-profit organization, is providing scholarships to meritorious students from poor financial backgrounds with money donated by GrameenPhone. The GrameenPhone Scholarship Program was first implemented in 2004. Twenty students were awarded scholarships against GP's first contribution of Tk. One million.
The Village Phone program of Grameen phone
The Village Phone program (a right way to grape rural subscriber) The Village Phone Program has continued its rapid growth. VP Program began from a social commitment made by the shareholders of GrameenPhone that "good development is good business". The program is implemented by Grameen Telecom (GTC) in cooperation with Grameen Bank, the internationally renowned micro- credit lending institution.
39
The program facilitates women borrowers of Grameen Bank to the GSM technology through the village phones. They become effectively mobile public call offices. This not only provides rural poor with new, exciting income-generating opportunities, but it also helps to enhance the social status of women from poor rural households. - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -- - - - - - - - - - - - - - - - - - - - - - Grameen phone the Board of directors: • This is the board of directors of GP.
•
Marketing division of Grameen phone(the organizational structure)
40
Marketing division Customer relation Division Call center
Sales & dealer management
New product development division
Corporate sales Procurement
Planning & NPD Research & development
Front desk Customer database mgt
This is the organizational structure of Grameen phone marketing division.
41
About the Company
CityCell (Pacific Bangladesh Telecom Limited) is Bangladesh’s pioneering mobile communications company and the only CDMA network operator in the country. CityCell is a customer-driven organization whose mission is to deliver the latest in advanced telecommunication services to Bangladesh. The company offers a full array of fixed and mobile services for consumers and businesses that are focused on the unique needs of the Bangladeshi community. CityCell’s growth strategy is to integrate superior customer service, highest standard technology and choice of packages at affordable rates. The company operates a 24-hour call centre with over 86 well trained operators to respond to customer queries. CityCell’s customer services are open 7 days a week to ensure customers can access CityCell at any convenient time. CityCell is focused on innovation and creating new ways for customers to stay in touch and to do business. CityCell’s is offering a wide range of competitive prepaid and postpaid mobile packages as well as Value Added Services such as SMS and information based services. CityCell is looking forward in introducing CDMA 1x technology in 2004 to provide innovative multimedia features, including Multimedia Messaging Service (MMS) and many more data based mobile features currently not available in Bangladesh.
42
Ownership Structure: CityCell (Pacific Bangladesh Telecom Limited) is a privately owned company with majority foreign ownership equity. Following lists the current owners of CityCell (PBTL):
• • • •
Pacific Motors Limited Far East Telecom Limited Asian Infrastructure Development Company Limited (AIDEC) Fujitsu Limited (FL)
Product of City Cell
Postpaid Postpaid packages facilitate for the long time user. In postpaid benefits are… - You don't have to worry about your prepaid talk-time running out - You can use the City Cell cash cards to pay your bills at your convenience - You don't need to go hunting for prepaid card shops when your credit runs out - You don't need to deposit money for special services like BTTB NWD/ISD conditions - You need to pay a minimum monthly line rent - You need to have a security money amount deposited 43
postpaid package are: the three current postpaid offers:
• • •
CityCell 500 Shabar Phone Aamar Phone 500
CityCell
this is the postpaid package with 24 hour mobile-to-mobile as well as BTTB connectivity. Under this plan benefits are:
• • •
24 hour BTTB local/NWD/ISD incoming and outgoing facility The lowest tariff for a complete connectivity package Reduced call rates during off-peak (8PM-11PM) and super off-peak (11PM-8AM) hours 50% discounted tariff for calls to up to 3 CityCell numbers under the One2One feature 15 second outgoing pulse after first minute.
•
•
More benefits:
• •
SMS and other value added service facilities Cash cards to lessen the hassle of bill payment Phone
Shabar Shabar Phone is the convenient postpaid package with limited BTTB connectivity. With Shabar Phone benefits are:
• • • •
A minimal monthly line rent No hidden charges for roaming BTTB local/NWD/IDD outgoing facility during off-peak and super off-peak hours 50% discounted tariff for calls to up to 3 CityCell numbers under the One2One plan
44
•
15 second outgoing pulse after first minute
More benefits:
• •
SMS and other value added service facilities Cash cards to lessen the hassle of bill payment
Aamar Phone Aamar Phone is the convenient postpaid mobile-to-mobile service.
With Aamar Phone subscription will receive:
• • • •
A low, low monthly line rent No hidden charges for roaming Reduced call rates during off-peak hours 50% discounted tariff for calls to up to 3 CityCell numbers under the One2One plan 15 second outgoing pulse after the first minute
•
More benefits:
• • •
SMS and other value added service facilities Cash cards to lessen the hassle of bill payment Dedicated toll-free call center access
Prepaid Packages
Package feature: -You don't have to pay monthly line rent - Don't need to deposit money for any special service (e.g. NWD/ISD) - Don't have to wait in long queue to pay mobile bill
45
Types of packages There are three prepaid packages:
• • •
Aalap 24 Aalap B Aalap Call Me (with call2cash feature)
Aalap 24 Benefits of Aalap 24
• • • • •
Access to any mobile in Bangladesh 24 hour BTTB connectivity 24 hour NWD and ISD facility Very attractive and simple tariff plan Freedom to choose up to 3 CityCell numbers and make calls at 50% reduced tariff under One2One scheme.
Aalap B Aalap B is only mobile-to-mobile package. It’s a mobile to mobile service.
• • •
Access to any mobile in Bangladesh Lower tariff especially at peak period Freedom to choose 1 CityCell number and make calls at 50% reduced tariff under One2One scheme
Aalap Call Me Aalap Call Me is a full BTTB connectivity package with the unique and innovative call2cash feature.
46
Benefit of this package is
• • •
Access to any mobile in Bangladesh 24 hour BTTB local/NWD/ISD connectivity Under the call2cash feature Aalap Call Me subscribers will get Tk. 0.25 added to their account every minute when they receive calls from other CityCell phones Freedom to choose up to 3 CityCell’s number and make calls at 50% reduced tariff under One2One scheme CityCell to CityCell SMS at a reduced rate of Tk. 1.50
•
•
Aalap 24 call charge Call Type To Any Mobile To BTTB2 From Any Mobile Incoming From BTTB 1 For every 30 second pulse from the first 30 second Outgoing
2
Call Charge Tk. 2.50 Tk. 2.50 Free Tk. 1.00
BTTB charges applicable
* For One2One calls to up to 3 CityCell numbers, talk for as low as Tk. 1.25/pulse * VAT applicable Aalap B Call Type Call Charge Super Peak (8AM-8PM) Outgoing Incoming To Any Mobile From Any Mobile Tk. 5.00/min Free Off Peak Peak (8PM-11PM) (11PM8AM) Tk. 4.00/min Tk. 2.00/min Free Free Off
47
* * *
20 second pulse after first minute For One2One calls to 1 CityCell number, talk for 50% of the above tariffs VAT applicable
Aalap Call Me Call Type Outgoing Incoming Call Charge To Any Mobile Tk. 2.50 2 To BTTB Tk. 2.50 From CityCell Mobile Tk. 0.25 credit per minute From Any Mobile Free From BTTB Tk. 1.00
1 2
For every 30 second pulse from the first 30 second BTTB charges applicable For One2One calls to up to 3 City Cell numbers, talk for as low as Tk. 1.25/pulse
*
* VAT applicable * CityCell to CityCell SMS @ Tk. 1.50 Post paid package Tariff & call charge. CityCell 500 Monthly Line Rent: Tk. 500
Call Type
Call Charge Super Off
Peak (8AM-8PM) Outgoing Incoming To Any Mobile To BTTB2 From Any Mobile
1
Off
Peak
(8PM-11PM)
Peak (11PM-
Tk. 4.00/min Tk. 4.00/min Free
8AM) Tk. 3.00/min Tk. 1.50/min Tk. 3.00/min Tk. 1.50/min Free Free
48
Tk. From BTTB1 minute
1 2
3.00/minTk.
2.00/minTk.
1.00/min
after free firstafter free firstafter free first minute minute
Interzonal / Roaming charges applicable BTTB charges applicable 15 second pulse after first minute For One2One calls to 3 City Cell numbers, talk for 50% of the above tariffs VAT applicable
* * *
Aamar Phone Call Type Call Charge Peak Outgoing Incoming * * To Any Mobile From Any Mobile (8AM-11PM) Tk. 3.00/min Free Off Peak (11PM-8AM) Tk. 1.50/min Free
15 second pulse after first minute For One2One calls to 3 CityCell numbers, talk for 50% of the above tariffs
Shabar Phone Monthly Line Rent: Tk. 250 Call Type Call Charge Super Off
Peak (8AM-8PM) Outgoing To Any Mobile To BTTB2 From Any Mobile From BTTB 1
1
Off
Peak
Incoming
8AM) Tk. 4.00/min Tk. 3.00/min Tk. 1.50/min N/A Tk. 3.00/min Tk. 1.50/min Free Free Free Tk. 3.00/minTk. 2.00/minTk 1.00/min after free firstafter free firstafter free first minute minute minute
(8PM-11PM)
Peak (11PM-
49
1 2
Interzonal / Roaming charges applicable BTTB charges applicable
*15 second pulse after first minute *For One2One calls to 3 City Cell numbers, talk for 50% of the above tariffs *VAT applicable Chronology of City Cell’s Achievements Date 1989 Apr90 Apr93 Aug93 Aug93 Dec93 Feb96 Mar97 Apr97 Mar99 Apr99 Sep00 Event Bangladesh Telecom Limited (BTL) was awarded a license to operate cellular, paging, and other wireless communication networks. Hutchison Bangladesh Telecom Limited (HBTL) was incorporated in Bangladesh as a joint venture between BTL and Hutchison Telecommunications (Bangladesh) Limited. Agreement with BTTB regarding PSTN links. 1st cellular operation in the South Asian sub-continent HBTL began commercial operation in Dhaka using the AMPS mobile technology. Pacific Motors Limited acquired the entire 50% share holding of HBTL. HBTL was renamed as Pacific Bangladesh Telecom Limited (PBTL) and launched the brand name “City Cell Digital” to market its cellular products. 1st to extend coverage to Chittagong City Cell began commercial operation in Chittagong. 1st to adopt CDMA technology CDMA technology was first introduced by City Cell. Asian Infrastructure Development Company (AIDEC) and Fujitsu Limited (FL) became shareholders in City Cell.
50
Jan01 Apr01 01 Jan02 Jan02 Mar02 02 Sep02 Oct02 Jan03 Feb03 Jun03 Jun03 03 Sep03 Oct03
1st to set-up a communications backbone to Chittagong Dhaka-Chittagong microwave is launched.
Nov- City Cell introduced the 15-second pulse rate in the cellular industry of Bangladesh. City Cell commences operations in the Sylhet zone. Value Added Services (VAS), such as 24 hour billing information, news, services, sports, etc., are introduced. First operator in Bangladesh to offer off-peak rates.
July- First operator in Bangladesh to offer prepaid services with two-way PSTN connectivity. City Cell extends coverage to Rangpur, Dinajpur, and Syedpur, the northern districts of Bangladesh. Short Message Service (SMS) is introduced. City Cell launched its services in the major northern business city of Bogura. First operator in Bangladesh to introduce the One2One post-paid package. City Cell reaches a coverage level of 40 districts out of a total of 64 (61 districts eligible). Network capacity is increased to 240,000.
Aug- City Cell introduces “Amar Phone”, a postpaid mobile-to-mobile package offering the lowest outgoing rate per minute in Bangladesh. First operator in Bangladesh to introduce IDD and NWD for prepaid subscribers. City Cell reaches a coverage level of 51 districts out of a total of 64 (61 districts eligible).
Nov- City Cell’s 24-hour customer call center opens. Network capacity is increased to
51
03 Dec03 Mar04 June04
280,000. Year-end active mobile subscriber base reaches 179,058 with coverage in 51 districts. City Cell opens its customer service centers 7 days a week countrywide. City Cell launches RIM based handsets.
Services of City Cell o Any Account holder of Bank Asia can know his balance through this service. o Chittagong Stock Exchange Service o SMS Banking with Standard Chartered Bank. Two types of information are available here: 1. Account Information and 2. Card information • Bangla SMS
Call related service Call Forwarding Call Forwarding lets you forward your number to any mobile or T&T phone number to receive your calls through that number. Even if you are traveling abroad, you can forward your calls to a designated number outside the country to always stay in touch.
52
Three Party Conference (TPC) With our Three Party Conference Service you can have a three-way conversation with two other people simultaneously over the phone. You can include both mobile and T&T phones in your TPC conversation for real flexibility. SMS (Short Message Service) Stay in touch with your friends and family through SMS. SMS is automatically available for all CityCell customers and does not have to be specifically activated. All you have to do is choose the message option on your phone, write your message in the message field and send it to the desired number. This service is available for messages sent to other CityCell customers and to Grameen Phone customers. GROUP SMS (Short Message Service)
Emergency Services For health care service.
o o o
Hospital info Blood Bank Emergency For the regional Emergency numbers of the Police Station, Fire service and Ambulance SMS is available.
o
Taxi Cab
53
o
Eye To get the information on the Eye Bank CityCell helping by SMS
Bank
Financial Services • Currency Exchange Rate
Voice Mail Services Never miss any important calls and messages with CityCell VMS. Whenever you cannot answer a call or need to temporarily switch off your phone, people can still leave a message for you in your voice mailbox. You can listen to your messages whenever it is convenient for you and get back to the caller later.
Network Coverage Map
54
District Wise Network Coverage Area DIVISION DHAKA DISTRICT WISE AREA MOTLOB KONA RUPGONJ FARIDGONJ BHUA FULBARI PUR
BARIMONOHORDI KOCHUA
55
AKHAURA KALIGONJ NETROKONA
GHATAIL BASAIL ARI
(Dinajpur) MODHUPUR Muktagacha
RAJ BARIKotiadi HAZAR MURAD SHAHAJADPUR Bajitpur HOMNA NAGAR ELANGA Borura KOSHBA SHERPUR SARISA BARIPOLASH GAZIPUR NOBI NAGAR JAMALPUR Maymonshing - 2 SADOR BELKUCHI MANIKGONJ Shakipur SRI NAGOR COMILLA B. BARIA - 2RAJENDROPUR KAPASIA TOWN 3 GAURIPUR BURICHONG DEBBIDER NAZIRHAT BIBIR UKHIA SONAGAZI CHATKHILL CHITTAGONG BOALKHALY RAIPUR SONAIMURI RAMGONJ FULGAZI HATSENBUG IDGOAN CHONDON CHANDGOAN B-BLK MURADPUR CEMENT EPZCLINKER CORNEL HUT SADORGHAT
MOHESHKHALIPURA
BASHKHALY SHONDEEP RANGUNIA LOHAGORA TECHNAF 3 KAFCO NOJUMIAR LAXMIPUR BAIJEED BOSTAMI C
COMPANYGONJCHONDONISH MIRSHORI
DOGONBHUYA COX BAZAR -PATHANTOLI AMAN BAZARBLOCK
HALISHORE ADYAPARA CHALK BAZARKALAMIA KAMAL BAZARBAZAR SALTGOLA CDA BAROLEKHA PATHANTOLA JAMAL KHAN SYLHET CITY
CHAGOLNAYA HAT
GOLAP GONJ SYLHET GOALA BAZAR KULAURA KHULNA
KANAIGHAT JAMALGONJ
SYLHET CITY -- 9 SYLHET CITY 8 KUSTIA -3UNIVERSITY
JAGANNATHPUR7
JESSORE CITYPOTUAKHALI BHANDARIA 2PEROJPUR BORISHAL
56
JHIKARGACHA KOLAROA NARAIL GOPALGONJ
JHALOKHATI NAVARON SAILKUPA MEHERPUR FULTOLA KHULNA -4 CHIRIR BONDOR DINAJPUR KURIGRAM -2
HATIA BORGUNA BHOLA
BODORGONJ PALASHBARI RAJSHAHI SUJANAGOR TAKURGOAN ATAIKULA PANCHOGOR
RANGPUR -3
About Banglalink 57
Who is behind 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.
Orascom History & Background on September 2nd 2004, Orascom Telecom has purchased 100% of the shares of Sheba Telecom in Bangladesh. Sheba Telecom holds a nationwide GSM license and operates a network serving approximately 60,000 subscribers primarily in and around Dhaka, Chittagong and Sylhet. OTH intends to develop Sheba Telecom into a leader in the mobile sector by quickly expanding its GSM network to provide high quality communications services at affordable prices. Bangladesh is a highly attractive market for mobile services due to its large and highly
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concentrated population, low penetration of telecommunications services, and high growth in mobile subscribers. With approximately 140 million inhabitants, it ranks as the eighth most populous country in the world and is among the most densely populated. Bangladesh is served by only 950,000 fixed lines and has only approximately 2.5 million GSM mobile subscribers. While mobile services have been available in Bangladesh since 1991, growth in this sector has only accelerated in recent years; the market has expanded by more than 200% over the last two years. On October 20th 2004, Chairman and CEO of Orascom Telecom, Mr. Naguib Sawiris as well as the executives of the company have announced the re-branding of Sheba Telecom into Banglalink™ and the actual purchase of the shares. On February 10th 2005, Orascom Telecom announced the launch of GSM mobile services in Bangladesh. Banglalink offered different attractive pricing plans from its newly launched prepaid service, which came in addition to its already available postpaid monthly service. A great presentation was done by Mr. Lars P. Reichelt CEO of Banglalink after which reporters were impressed by the offers. With Bengalink’s new management team, new network infrastructures have been deployed, a distribution of network and points of sales have been set up, and a complete and comprehensive design for its commercial plan to offer high quality telecommunication services at competitive prices to the Bengali people has been planned out thoroughly. Banglalink launched in nine major cities and plans to extend its services nationwide by the end of this year. The operation in Bangladesh will further enhance Orascom Telecom’s growth and leadership in mobile services. OTH intends to remain the leading emerging markets mobile services operator with a primary focus on investing in and developing core GSM operations in Algeria, Bangladesh, Egypt, Iraq, Pakistan and Tunisia. Shared Value of Banglalink
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Banglalink aims to understand peoples' needs best and develop appropriate communication services to improve peoples' life and make it simple. All our work is aimed towards meeting our vision. All members of the Banglalink family are highly passionate individuals, fully committed to achieving the vision that we have set ourselves. Our customers' needs matter most to us- making their life simple and improving it is all we want. To ensure our vision is achieved, we have set ourselves a few values, we want to be: Straight Reliable Innovative Passionate All the Banglalink family members have one thing in common- a passion to serve. We want to go that extra mile, so that you 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. We will strive to lower the total cost of owning a mobile. We are here to help make a difference in people's lives by providing affordable and reliable connectivity solutions. We will strive to connect people and link their lives by listening to them and by understanding their needs. We are here to help you speak your language. Our Vision "Banglalink understands people's needs best and will create and deliver appropriate communication services to improve people's life and make it easier" Forward
Product and Services Post Paid Package
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All new Post Paid tariffs from Banglalink. Whichever way, you are always a winner. At Banglalink, we believe in providing connectivity solutions that you can rely on. This makes a difference in your life. And keeping that in mind, we have come out with our all new Post-Paid plans. No matter which one you choose, you will always end up a winner. Benefits of Post-paid packages: No Connection Charge - Introductory Limited time offer No Inter-zonal Charges No National roaming charges Reduced Monthly subscription fee Special introductory limited time offer- no connection charge, just bring the required documents and give the deposit to get your Banglalink post-paid package. Banglalink M2M: Simple mobile to mobile connectivity with a month subscription fee of only Tk. 150. Minimum deposit of Tk. 500. Banglalink M2M plus: Simple mobile to mobile connectivity with T&T incoming with a month subscription fee of only Tk. 250. Minimum deposit of Tk. 500. Banglalink Standard: The full works- connects to all phones, T&T both ways including NWD & ISD calls for a monthly fee of Tk. 350. Minimum deposit: M2M, T&T, NWD - Tk. 1,000 M2M, T&T, NWD & ISD - Tk. 2,500
Post Paid Tariff Plan
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No No extra
inter-zonal incoming call charges
call during national
charges. roaming.
Banglalink currently has the following Post Paid Packages/Products
• • •
Banglalink Standard Banglalink M2M Plus Banglalink M2M
Banglalink is pleased to offer post paid service with the following tariff plan Particulars Outgoing Peak (8am-8pm) Off (8pm-11pm) Hour Tk.2.00 1st 30 seconds then Tk.1.00/15 seconds onwards -Peak Tk.1.50 1st 30 seconds then Tk.0.75/15 seconds onwards Tk.0.50 1st 30 seconds to Banglalink mobile Late Night Hour(11pm-8am) then Tk.0.25/15 seconds onwards Tk.0.75 1st 30 seconds to other mobile then Tk.0.38/15 seconds onwards Monthly Subscription Fee Incoming From Any Mobile: From T&T: Peak (8am-8pm) Off (8pm-11pm) Late (11pm-8am) Prepaid Package Night Hour 1st minute free then Tk.1 / 30 second -Peak 1st minute free then Tk.1 / 30 second Hour 1st minute free then N/A Free Free Free Tk.350 Tk.250 Tk.150 Standard M2M Plus M2M
N/A
tk.0.50/30 second
N/A
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Pre-paid is a system where you pay for your phone calls in advance. Pre paid gives you the freedom to use your mobile within your budget. It is an excellent way to speak your language. The products, Banglalink Pre Paid M2M have network mobility feature which helps a subscriber to move around where Banglalink has its coverage. Banglalink Prepaid M2M Package Details: Benefit of this package:
• • • • •
Mobile to Mobile Calling Facility TK. 20 Talk Time Free SMS to GP & AKTEL Newest Network 30 Days Validity for TK 300 Card
Key Feature of Banglalink Pre Paid
• • •
No monthly subscription fee One country on e rate 90 days grace period on scratch card
.Termination of Your pre-paid service If the account is not recharged with a new scratch card within 90 days after the validity period of the last xxx card ends, then the account will expired and be permanently deleted from the system without any further information. Validity Period of Banglalink Pre-paid Card For you convenience, you can recharge your account by using any of the following denominations:
Type of Scratch Card Tk.300 Tk.600
Validity period 30 Days 45 Days
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Tariff & Charges Call rates for all Banglalink pre-paid customers slashed by over 25% Every Banglalink pre-paid customer can enjoy an incredible rate of Tk. 2.22 / 30 sec. for all Banglalink to Banglalink calls & off-peak rates of Tk. 1.11/ 15 sec. (11:00 pm to 7:00 am). FREE subscription and activation for the first 3 months: All Banglalink customers will enjoy this rate without doing anything & without paying anything extra for the first three months. It is pre-activated and only after three months of use, this discount will require a Tk. 25 subscription charge. Free 3 months of subscription & activation for existing users starts from 5th April 2005. For new users the offer is valid till 5th May 2005, and the free 3 months of subscription & activation starts from the day of activation of the new number.
Pre-Paid M2M Tariff Plan Time Band Outgoing Calls Banglalink to any Mobile Incoming Call From Mobile Notes:
• •
Peak-Hour 7:00 AM~11:00 PM Tk.3/30 Second Free
Off
Peak
Hour
11:00 PM~7:00 AM Tk.1.5/15 second Free
On weekend and any public holiday Off-Peak is applicable Prices are VAT exclusive and subject to change without prior notice
Pre-Paid Standard Tariff Card Mobile to Mobile Mobile + T&T* Tk. 3.00/30 sec. Tk. 3.00/30 sec.+ T&T Tk. 1.50/15 sec. Tk. 1.50/15 sec.+ T&T Tk. 1.00/30 sec. Free Tk. 0.50/15 sec.
Outgoing (Peak) Outgoing (Off-Peak : 11:00pm - 7:00am) Incoming call (Peak) Incoming (Off-Peak)
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* *
Tk. 1.70 per call for all local and T&T outgoing calls. For calls to T&T, NWD & ISD: T&T Peak and Off-Peak (10pm - 8am) charges
applicable, 30 sec. pulses applies throughout the day.
• • • •
Free Tk.20 talk time valid for 3 days. 30 sec. pulse from the start. SMS Tk. 2.00 per message. Scratch Cards available: Tk. 150 with 12 days validity Tk. 300 with 30 days validity Tk. 600 with 45 days validity
• • •
To recharge account and for balance inquiry : 123 (free of charge) Prices are VAT exclusive and subject to change without prior notice. Please buy all connections from exclusive Banglalink outlets. Please bring two copies of passport sized colour photograph to purchase the connection. For more information, please call Customer Care Centre where we are ready to assist you 24 hours a day, 7 days a week. 121 (Tk.2.00/min), 019 1310900, 019 1310901, 02-9888370.
•
1000 FREE SMS* for all Banglalink Pre Paid Customers Starting from April 21st, 2005, every Banglalink Pre Paid customer can send 167 FREE SMS every month. Free SMS Schedule for existing customers:
Period Number of Free SMS allowed for the period Apr 21, 2005 - May 20, 2005 167 May 21, 2005 - June 20, 2005 167 June 21, 2005 - July 20, 2005 167 July 21, 2005 - August 20, 2005 167 August 21, 2005 - September 20, 2005 167 October 21, 2005 - November 20, 167 2005 For new Pre Paid customers, offer is valid till May 21st, 2005 till 6 months starting from the day of activation.
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Offer is valid for those customers who stay activated for the whole period only. Customers who become inactive will not be able to avail this offer even after reactivation. Services Pre-Paid subscriber can also enjoy Banglalink Value-Added Services as follows: The supplementary Services Call forwarding/divert Value Added Service Itemized Bill This service allows you to receive a detailed list of all your chargeable dialed numbers including the date, time, duration and charge of calls upon your prescribed requisition. You need to give your requisition for itemized bill one month before the requested bill period. How to receive your itemized bill? 1. Pay the Applicable fee in our authorized bank on Banglalink payment slip ticking in itemized bill. Call waiting/holding Call barring Caller line identification presentation(CLIP) Voice mail service(VMS) Short massage service(SMS) Ring tone download Logo download
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2. Visit any of our customer care centers. 3. Fill in the prescribed form or write to us on plain paper/ company letterhead pad with your valid signature mentioning:
Subscriber's name & mobile number Specify whether you require it for the last billing month or on a regular monthly basis.
Cancellation of regular itemized bill would come into effect from the following month's bill after the cancellation request is received. Fee / Charges: Tk. 115 for One Month and TK. 100 for having itemized bill on a monthly basis. Call Forwarding Call Forwarding allows you to divert your incoming calls to Banglalink, other operators & to BTTB, when your mobile is off, unreachable or you don't want to be disturbed. But it is not possible to divert your number to an international number. Charge/fees: Divert charge is applicable for diverting calls to another number except Voice Mail. There is no charge for diverting calls to Voice Mail but access to mail box and retrieval of voice message is charged at normal airtime. Voice Messaging service (VMS)
Voice Mail is a special facility that keeps you always in touch. It takes your messages when you wish to forward/divert your call under the following conditions:
• • • •
Unconditional If no reply When busy Unreachable
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By subscribing in the voice mail service you have a particular mail box number (your mobile number) along with a password to authenticate your account (password by default is 9999). You are advised to change this for the safeguard of your privacy. Short Messaging Service Short Message Service (SMS) is a value added service where one can send message via text. You can share your feelings; memorable events with another Banglalink mobile without making any phone call. SMS allows you to send and receive text messages from your own Banglalink mobile handset to any other Banglalink mobile handset. The highest characters of any message are 160. SMS Advantages
Easy to Send Cost Effective No Activation charge No Monthly charge No Incoming charge
SMS Jokes Text Jokes Quotes Cricket Taxi Cab Weather
Horoscope Emergency
Caller Line Identification Presentation (CLIP) CLIP is a supplementary service that allows you to see the number of the caller on your mobile screen before you answer the call. This is a standard feature available to you and you do not need any activation for this service. Customer Services Banglalink Customer Service Center (CSC) offers a dedicated 24 / 7 services to answer all your queries. 24 hours a day. 7 days a week. Any queries you may have about:
• •
subscribing for a new connection any form of account information 68
• • •
coverage details product information value added services etc
Banglalink CSC is devoted to make certain that all your queries are answered without delay. Conference Calling First time ever on a Pre-Paid Connection T-adda: talk with your friends together…wherever, whenever T-adda (Conference Call) service enables Bengalink’s prepaid and postpaid subscribers to call more than one person in one call (including the initiator) at the same time. All the parties in a conference call will be connected together and they can talk to each other through the party originating the call. Who will benefit from the service? Businessmen, professionals and even regular users are benefited from the service for better communication and time management. Call Waiting / Call holding you can take a second call while you are on the phone without losing the first one. Call Barring Call Barring allows you to bar any specific type of calls from your mobile phone. For example, if you want to bar all outgoing calls or ISD outgoing calls from your connection, you can bar these calls from your handset. When you bar calls from your handset, Banglalink will bar calls as per your setting.
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Competition in telemarketing between various companies of Bangladesh is fine
Mobile phone scenario in Bangladesh.
In 1993 the first ever mobile telephone was introduced in Bangladesh by CityCell, which is a joint venture of Pacific Telecom Limited, Bangladesh & Hutchison Hong Kong with AMPS technology which later upgraded into CDMA. For about 5 years CityCell enjoyed a monopoly in Mobile Telephone Market. In 1996, government of Bangladesh issued 3 GSM licenses to open up the Mobile Phone sector and the licenses were awarded to Grameen Phone, AKTEL and Sheba Telecom. Recently Orascom of Egypt took over Sheba Telecom and renamed it as Banglalink. Recently new WLL operators with CDMA technology without RIM already started their operation. The government has launched a cell phone service called 'Teletalk' on March 31. At this moment all the mobile companies have a very keen competition. 'GrameenPhone' enjoying the 1st position in this industry now have 30, 00,000 subscribers' base. Banglalink announced to increase their customer base to 40. 00,000 by the end of 2006. Recent expansion scheme of all the operators including Teletalk make it clear to the people that in the near future they will provide coverage to the every comer of the country. So ultimately it will develop the country's communication infrastructure. As Bangladesh is agriculture based country so, by using the opportunities of vast mobile
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communication agricultural business will also develop, for example, peasant in the remote village will get the information regarding price of his agro-products at any time. So as the other people in the village or remote area will also get the opportunity of global communication. Subsequently the development of Mobile Telecommunication will develop the country's economic condition. Mobile phone market in Bangladesh was dominated by several forces • The principal forces were mobile phone operators • Now it is dominated by the gray market The business in this sector was dominated by the four major mobile phone operators named • GrameenPhone • CityCell Digital • Aktel • Sheba Telecom (Banglalink) However, the experts in this field have started to believe that by the transition of business style has already started in this sector from operator base business to shop level business. To survive in the shop level business the suppliers have to be proactive. The Mobile Importers Association is working with their connection reduce competition with gray market. Bangladesh Telecom Scenario Bangladesh is a fast growing market for selling mobile phones. • Major attraction is on low end products approx. USD 50.00 • Total number of operators is 05 (04 GSM and 01 CDMA). • Penetration: 02.6% Mobile phone is almost new to this country as it started back in 1992 with AMPS technology and later in 1997 with GSM technology. • Total number of mobile phones is 4.20 million. • Total number of fixed line phones is 1.2 million. • Due to insufficient fixed line phones mobile phone business is meeting customers demand for telecommunication purpose. • Most popular concept is mobile to mobile. • Competition on call charges started very strongly among operators.
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• WLL-GSM operating company = total 2 (Sheba & BRTA) with approx. 28,000 country wide subscriber base. New WLL operators with CDMA technology without RIM will start shortly their operation
GrameenPhone • GSM 900 and recently granted for 1800, Started operation in March 1997. • Current subscriber base is 2.8 million. • Family involved directly with GP 900 & indirectly 75,000. • The shareholders of GrameenPhone: Telenor (65%) Grameen Telecom (35%), • Network coverage: all over the country (61 districts). • Technology target in 2005: EDGE, which will support all multimedia mobile phone. Banglalink • Orascom has bought the major shares of this company and started operation as Banglalink. • GSM 900, Started operation in August 1998 • Current subscriber base is .35 million • Network coverage is limited in 11 major districts including Dhaka, Chittagong & Sylhet etc. • There will be a huge network expansion by Orascom very soon. CityCell Started operation with AMPS in August 1993 and later shifted to CDMA in 1999. Current subscriber base is 0.37 million. Technology target in 2004: CDMA 2000 - IX, Introduce in May, They have coverage almost all over the country (55 districts). AKTEL Telekom Malaysia Berhad and A.K. Khan & Co. Limited which was established in the year 1996 and services launched in 1997 under the brand name AKTEL. GSM 900 & 1800 Current subscriber base is 1.40 million. Network coverage: all over the country 56 district (recently).
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Bangladesh customer category Now a day’s mobile phone has become a part of daily life. GSM stands for 86% of the market. Consumers prefer basic handsets at a cheap rate. (Voice only). Opportunity for low entry handsets with in approx. USD 50.00 (C&F cost). Although selling law by the operators are SIM+Handset. Unfortunately recent practice by the customers is to buy SIM only. Prefers handsets purchase from gray market.
Comparative analysis (Finding & analysis) Findings & Analysis: The researcher divides the questionnaire into two parts in the findings and analysis segment; these are general information about customer. These will give a clear idea about the customer preference towards the companies which are serving in present telecom industry. After finishing the survey the researcher found the following findings: Profession of the respondents:
Particulars Service Business Student House wife Others
Frequency 43 40 7 6 4
Percentage 43.00% 40.00% 7.00% 6.00% 4.00%
:
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Profession of the respondents
Profession of the respondents: 4% 6% 7% 43%
40% service Business studint House wife others
Figure : Profession of the respondents The above picture shows most of the users mobile phone connections are service holder which is 43%. 7% of the total respondent’s are student, 40% are Businessmen, 6% are housewife and 4% are in other category. It indicates that most of the respondents are either student or service holder. Age of respondents: Particulars Below 6,000 6,000 - 10,000 10,000 - 15,000 15,000 - 20,000 20,000 - 25,000 Above 25,000 Table: Age of respondents Frequency 11 23 35 16 9 6 Percentage 11.00% 23.00% 35.00% 16.00% 9.00% 6.00%
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Age of respondents
13-19
7.00% 14.00% 5.00% 2.00% 5.00% 33.00%
20-25 26-30 31-35 36-40 41-45 46+
34.00%
Figure: Age of respondents The above graph presents that 33% respondent’s ages are from 20-25 years and 34% respondents ages are from 26-30 years. 14% ages are from 31-35 years. Only 5% ages are from 13-19 years. Reason for Using a Mobile Phone: Particulars Keep in touch with family Business Keep in touch with friends Office use Others Figure: Reason for using mobile phone
Reason for Using a Mobile Phone:
35% 4% 35% 6%
Frequency 47 7 19 23 4
Percent 35% 20% 6% 35% 4%
20% Business Office use
Keep in touch with family Keep in touch with friends Others
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Figure: Reason for using mobile phone The graphs show that most people use mobile phone to keep in touch with their families. 35% respondent said that it is their main usage of mobile phone. 35% use mobile connection for official use and 6% to contact with friends. 20% uses mobile phone for business reasons. In second part we are going to discuss about the competition situation.
Comparative Analysis VARIOUS INFORMATION ABOUT MOBILE COMPANIES SERVING IN
BANGLADESH: Operator AKTEL Technology GSM Date of Ownership 70% No’s of
launching November”97
subscribers Telecom 1730000App. 30% 3030000App.
Malaysia, GRAMEEN PHONE GSM April”97 AK khan 65% Telenor, 35%Grameen Telecom, CITY CELL CDMA August”93 50% Group, Bangla link GSM 2005
Pacific 650000 50% App.
Fareast Telecom 100% Orascom 290000App. telecom
DIFFERENT STRATEGY AND SLOGAN OF DIFFERENT MOBILE OPERATORS Operator City-Cell Aktel Bangla link Grameen Phone Strategy Proven dependability Modernity Phone for every body Communication for every body Slogan Because we care One step ahead We speak your language. In the hands of
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people
Quality of service: In the matter of quality the positions of the companies are as follows: After taking survey the following picture are to be invented. Particulars Grameen phone AKTel City cell Bangla link
In quality, the positions of the companies
Frequency 42 38 17 3
Percentage 42.00% 38.00% 17.00% 3.00%
17%
3% 42%
38%
Grameen phone
AKTel
City cell
Bangla link
Figure: In the matter of quality the positions of the companies
Customers are satisfied with the service quality of AKTEL. 38% of the total respondents strongly agree with the availability of giving quality service by Grameen phone, 42% agree with it. So there are a little bit objections about AKTEL’s service quality. with CityCell the subscriber giving support of 17%. And a little support with Banglalink that is only 3%.Coz of there new entry in competition.
Satisfaction with the Network coverage & for quality:
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Particulars Grameen phone AKTel City cell Bangla link Table: Satisfaction with
Frequency 50 38 11 1 the
Percentage 50.00% 38.00% 11.00% 1.00% Network coverage
Satisfaction with the Network coverage & for quality:
60 50 40 30 20 10 0 Grameen phone 50 50.00% AKTel 38 38.00% Frequency 11 50 60.00% 50.00% 38 38.00% 50.00% 40.00% 30.00% 20.00% 11.00% 1 10.00%
City cell 11 11.00%
1.00% 0.00% Bangla link 1 1.00%
Frequency Percentage
Percentage
Figure: Satisfaction with the Network coverage Customers are satisfied with the network coverage of AKTEL. 52% of the total respondents strongly agree with the availability of the network coverage of AKTEL, 33% agree with it. So there are a little bit objections about AKTEL’s network coverage which is one of the main advantages of AKTEL over its competitors.
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Network coverage Grameen phone AKTel City cell Bangla link 61 61 55 11
Network Coverage Whole Country 70 60 50 40 Coverage Area 30 20 10 0 Grameen phone 61 AKTel 61 AKTel City cell 55 City cell Bankla link 54 Bankla link
Series1
Grameen phone
Figure: Network coverage There is a same coverage of AKTEL & Grameen phone that is 61 Districts. Customers are satisfied with the network coverage of both companies. But for AKTEL now days the quality of network is a problem but it is getting bigger and smooth quickly. So there are a little bit objections about AKTEL’s network coverage which is one of the main advantages of AKTEL over its competitors.
Market Reputation of existing mobile companies: After taking survey the following picture are to be invented.
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Market Reputation of existing company.
Bangla link City cell AKTel Grameen phone 0 Grameen phone Percentage Frequency 48.00% 48 Frequency 10 AKTel 38.00% 38 20 30 40 50 Bangla link 1.00% 1
City cell 12.00% 12
Percentage
Market Reputation of existing companies. 38% of the total respondents strongly agree that AKTEL has a good reputation in the market, 48% agree with GP about its performance & also its market reputation. On the other hand 12% respondents are telling well about market reputation of CityCell. The market reputation is quite satisfactory for Bangla link as a new comer.
Technological positions of the companies: Providing New Technology & related services:
Company Grameen phone AKTel City cell Bangla link
Technology GSM GSM CDMA GSM
Version 1800 900 & 1800 2000-IX 900
Providing New Technology & related services. Grameen phone is using GSM Technology, which’s version 1800.AKTel is using Technology GSM and both of the version 900 &1800.City cell is using CDMA Technology and 2000-IX version. Where as, Bangla link is using GSM Technology &
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900 version. The above table and graph illustrate AKTEL’s new technology and services (SMS, Voicemail, AIRS, Information Service, and GPRS etc) where 38% respondents agree with the related features, the respondents are agreeing with this statement that AKTEL provides the latest technology and related services. And GP also. Promotion: Promotional Activities Particulars GP AKTel City cell Bangla link Frequency 46 42 10 2 Percentage 46.00% 42.00% 10.00% 2.00%
Table: positions in the Promotional Activities.
Promotional Activities
60 40 20 0 Frequency GP 46 AKTel 42 City 10 Bangla 2
Percentage 46.00% 42.00% 10.00% 2.00% Frequency Percentage
Figure: Promotional Activities Advertisement plays a vital role in any business. When asked about this question respondents agree that before buying this connection they were encourage to see the advertisement in billboard, newspapers, TV etc. me also strongly agree with the
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statement. In promotion GP stands on 46%, AKTel stands 42%, city cell 10%, and Bangla link stands for 2% only according to the respondent vote.
Pricing: Pricing of the Product: Particulars GP AKTel City cell Bangla link Frequency 46 42 10 2 Percentage 46.00% 42.00% 10.00% 2.00%
Pricing of the Product 50 45 40 35 30 25 20 15 10 5 0 GP AKTel Frequency City cell Bangla link Percentage 50.00% 45.00% 40.00% 35.00% 30.00% 25.00% 20.00% 15.00% 10.00% 5.00% 0.00%
Figure: Pricing of the Product About the pricing of the product of the customers view holds on flexibility of pricing. On that case GP stands for the first place with 46%. And AKTel on the nearest place with 42%. City cell & Bangla link are on the third and last place. Year wise Mobile subscribers increase
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year 1997 1998 1999 2000 2001 2002 2003 2004 2005
Grameen phone 55000 75000 100000 175000 450000 700000 1500000 2500000 3030000
AKTel 20000 30000 75000 150000 210000 300000 550000 1300000 1730000
CityCell 0 0 10000 30000 75000 150000 350000 475000 650000
Bangla link 0 0 0 0 0 0 0 0 290000
year wise mobile subscribers increase
4000000 3000000 2000000 1000000 0 1996 1998 2000 2002 2004 2006 -1000000 Amount of subscribers
Grameen phone AKTel Citycell Bangla link
In another graph we can show this
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Year wise mobile subscriber increase.
3000000 2500000 Amount of Subscribers. 2000000 3500000 1500000 1000000 500000 0
1997 1998 1999 2000 2001 2002 2003 2004 2005
Grameen phone
AKTel
CityCell
Bangla link
This figure shows that the increase rate of subscribers is very much high. Where as the total subscribers in 1997 was only bellow 50000 and after 9 years the subscribers rise in a very high rate and now it is around 50.00000. In our country the standard demand may be 10% of total population, I think if the penetration rate runs throw same way, very soon the standard demand will be fulfill.
Market share of various companies.
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Market share of various company
Grameen phone
AKTel
Citycell
Bangla link
Market shares Grameen Aktel CityCell Sheba(Bangla Link) 3030000 17030000 650000 290000
subscribers
According to grapping the subscribers and on the positions of existing subscribers there is no question that Grameen phone stand on the first place as market leader. And on the second place as a follower AKTel operating its activities as a hard competitor, City Cell placed on the third. And a new comer Bangla Link is on the last position.
Conclusion: The present study has attempted to describe the competitive situation in mobile industry. More specifically in this study customer’s view regarding the suitable positions of the
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companies in the mobile industry. All company trying to operate there level best to become leader in this industry. The intention of this study was to find out the consumer view to the companies. People need to communicate effectively. So, it is very important to select how effectively the operators are giving service. In service industry which is more important that is service. And which company can give this service effectively it will be the leader in this industry. Now a day’s the consumer could easily communicate with the BTTB easily by using prepaid card spontaneously. And many other up-to-date service & package like djuce by GP, GPRS service by AKTel. Roaming facility. Real time belling that is one second pulse. However, this study helped to identify the current position of AKTEL & other companies. Hopefully the findings and analysis will fulfill the demand of the main topics.
Appendix Appendix: Questionnaire
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A questionnaire for measuring the factor that affects the preference of the subscribers in purchasing pre-paid connection.
Sir We are doing a research to understand the reasons for using AKTEL’s Pre paid connection. This questionnaire will guide us to note down each factor that effect your preference towards a particular brand. Please give your honest opinion.
1. Which area do you live? …………………………….. 2. Which mobile phone operator do you prefer? o Grameen phone. o AKTel. o City cell. o Bangla link. 3. Which mobile phone operator gives you more price flexibility? o Grameen phone. o AKTel. o City cell. o Bangla link.
4. Which mobile phone operator gives you more quality service for network coverage? o Grameen phone. o AKTel. o City cell. o Bangla link.
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5. Which mobile phone operator do you think more flexible in pricing decisions? o Grameen phone. o AKTel. o City cell. o Bangla link.
6. What is your age? o 13--19 o 20—25 o 26—30 o 31—35 o 36—40 o 41—45 o 46+
7. What is your profession? o Service o Business o Student o House wife o Others
8. Reasons for using a mobile phone? o Keeping in touch with family o Business o Keeping in touch with friends o Office use o Security reasons
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o Others ----------------
9. Which mobile phone operator do you think more effective in promotion policy? o Grameen phone. o AKTel. o City cell. o Bangla link.
(For the following question, mark from 5 to 1 scale. 5 = strongly agree, 4 = agree, 3= neutral, 2 = disagree, I = strongly disagree.) Scale Quality of service Grameen phone AKTel City cell Bangla link Facility of service & pricing Grameen phone AKTel City cell Bangla link Promotion Grameen phone AKTel City cell Bangla link 5 5 5 5 4 4 4 4 3 3 3 3 2 2 2 2 1 1 1 1 5 5 5 5 4 4 4 4 3 3 3 3 2 2 2 2 1 1 1 1 5 5 5 5 4 4 4 4 3 3 3 3 2 2 2 2 1 1 1 1 SA S D
References 90
Books/Texts: 1.Principles of Marketing by, Philip R. Kotler 2. Marketing Management by, Philip R. Kotler 3.Consumer Behavior by, Leon G. Schiffmen 4.Organizational Behavior by, Leon G. Schiffmen Websites: 1. www.aktel.com 2. www.grameenphone.com 3. www.citycell.com 4. www.banglalinkgsm.com Various journals and newspapers Monthly mobile, May 2005. The Financial express. The business Bangladesh, April 2005.
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