Customer Service of Grameenphone
Customer Service of
Grameenphone: An Evaluation
Table of contents
Executive Summary VII
Chapter 1: Introduction of the Report 1 1.1 Origin of the report 1 1.2 Objective 1 1.3 Scope 2 1.4 Limitations 2 1.5 Historical Background 2 1.6 Sources & Methods of Collecting Data 3 1.7 Acronyms 3 1.8 Report Preview 4
Chapter 2: GP Organizational Information 5 2.1 Company Vision 5 2.2 Company Mission 6 2.3 Our Values 6 2.4 Good Business, Good Development 7 2.5 Shareholders of GP 9 2.6 Transformation in Brand Logo 10 2.7 Best Network in Bangladesh 11 2.8 Innovative, Relevant Products & Service 12 2.9 Community Service through GPCIC 16 2.10 Global achievements or Awards 18 2.11 CSR Initiatives of GP 19 2.12 GP Organizational Structure 23 2.13 SWOT Analysis of Grameenphone 24
Chapter 3: Customer Service of GP 29 3.1 Marketing or Commercial Division 30 3.2 Customer Service department at Grameenphone 30 3.3 The Customers of Business Segment of CSD 33 3.4 Work Function in CSD 36 3.5 Inbound Call Management System 38 3.6 Outbound Call Management System 41
Chapter 4: Findings of the Report 42 4.1 Internal to the Contact Centre 42 4.2 External to the Contact Center 45
Chapter 5: Recommendation and Conclusion 47 5.1 Recommendation 47 5.2 Conclusion 50
Bibliography 51
Table of Figures
No | Particulars | Page No | 1 | Fig 01: Shareholders Percentage | 09 | 2 | Fig 02: Transformation of Brand Logo | 10 | 3 | Fig 03: Radio network and Edge coverage | 11 | 4 | Fig 04: Organogram of Grameenphone | 23 | 5 | Fig 05: Marketing Structure of Grameenphone | 30 | 6 | Fig 06: CSD structure of Grameenphone | 31 |
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Executive Summary
Grameenphone Ltd., the largest telecommunications service provider in Bangladesh. GP was one of the first mobile phone operators to launch GSM service in Bangladesh. GP was also one of
Grameenphone: An Evaluation
Table of contents
Executive Summary VII
Chapter 1: Introduction of the Report 1 1.1 Origin of the report 1 1.2 Objective 1 1.3 Scope 2 1.4 Limitations 2 1.5 Historical Background 2 1.6 Sources & Methods of Collecting Data 3 1.7 Acronyms 3 1.8 Report Preview 4
Chapter 2: GP Organizational Information 5 2.1 Company Vision 5 2.2 Company Mission 6 2.3 Our Values 6 2.4 Good Business, Good Development 7 2.5 Shareholders of GP 9 2.6 Transformation in Brand Logo 10 2.7 Best Network in Bangladesh 11 2.8 Innovative, Relevant Products & Service 12 2.9 Community Service through GPCIC 16 2.10 Global achievements or Awards 18 2.11 CSR Initiatives of GP 19 2.12 GP Organizational Structure 23 2.13 SWOT Analysis of Grameenphone 24
Chapter 3: Customer Service of GP 29 3.1 Marketing or Commercial Division 30 3.2 Customer Service department at Grameenphone 30 3.3 The Customers of Business Segment of CSD 33 3.4 Work Function in CSD 36 3.5 Inbound Call Management System 38 3.6 Outbound Call Management System 41
Chapter 4: Findings of the Report 42 4.1 Internal to the Contact Centre 42 4.2 External to the Contact Center 45
Chapter 5: Recommendation and Conclusion 47 5.1 Recommendation 47 5.2 Conclusion 50
Bibliography 51
Table of Figures
No | Particulars | Page No | 1 | Fig 01: Shareholders Percentage | 09 | 2 | Fig 02: Transformation of Brand Logo | 10 | 3 | Fig 03: Radio network and Edge coverage | 11 | 4 | Fig 04: Organogram of Grameenphone | 23 | 5 | Fig 05: Marketing Structure of Grameenphone | 30 | 6 | Fig 06: CSD structure of Grameenphone | 31 |
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Executive Summary
Grameenphone Ltd., the largest telecommunications service provider in Bangladesh. GP was one of the first mobile phone operators to launch GSM service in Bangladesh. GP was also one of