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2A Company Backgrnd
2A Company Backgrnd
Company Background:
2.1 Background of the Company
TM International (BD) Ltd. (TMIB), branding its services as "AKTEL" is in operation in Bangladesh since 1997. It is a company incorporated in Bangladesh with the objective of offering the state-of-art and modern telecommunications services to the people of Bangladesh at competitive prices. TMIB received license to operate GSM cellular phone services in Bangladesh in 1996. The success story started with the commercial launch of AKTEL services in Bangladesh as a GSM 900 cellular phone operator on November 15, 1997. After the tremendous success in Dhaka, TMIB has started its operation in Chittagong in March 26, 1998. In the same year they expanded their coverage in Narayanganj the Business City and an important one closer to the capital city Dhaka. They have also reached the city with biggest beach of the world Coxs Bazar. Now AKTEL is covering 61 districts of Bangladesh. AKTELs GSM service is based on a robust network architecture and cutting edge technology such as intelligent network (IN). The intelligent network (IN) provides peace-of-mind solutions in terms of voice clarity, wider nationwide network coverage, numerous international roaming global partners, popular value added services (VASs), quality easyaccess customer care, round the clock call center operations, ironclad digital network security, competitive tariff rates and precise billing. AKTEL provides standard mobile connections with NWD and ISD facilities. They also provide mobile-to-mobile, Mobile with T&T incoming and outgoing facilities. TMIB has an integrated and fully computerized Customer Care Billing System (CCBS), which supports virtually all subscriber-related functions with its 24-hour customer care service. As of March, 2006, TMIB has approximately 1,350 staffs composed of locals and expatriates to serve its 36,00,000 (Prepaid- 35,00,000 & Postpaid-100,000) subscribers.
Presently TMIB offers GSM digital cellular services in all divisional Headquarters and all major big districts. Beside the basics cellular phone services, the company provides several Value Added Services (VAS) to its customers like, Voice mail, SMS, Tele-info, Tele Ramadan, GPRS, Logo & ring tone download, International roaming, International SMS, Email to SMS and SMS to Email, FunDose, E-fill, and Re-fill and so on. Through aggressive investment to extend network coverage and improving call quality, AKTEL has been in constant motion to maintain its commitment to provide subscribers the best possible cellular service. This momentum enveloped all (allowed) upazilas by the end of 2006. AKTEL is looking forward to massive investment to target 4.5 million subscribers by 2006, facilitated by more than doubling the number of the base stations. That is, the objective for AKTELs communication seems to generate sales and to approach toward building a strong and consistent brand image in the mind of the consumers to provide them a reason to select AKTEL over others.
First time introduced the Mobile to Mobile + BTTB incoming facility for AKTEL subscribers through 'Mobile Plus in Bangladesh. First time introduced the Seamless Coverage through out the Dhaka-Chittagong Highway and named it as 'Chittagong Dhaka Corridor (CDC)'. First time introduced the full-fledged IVR (Integrated Voice Response) 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.
First time 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.
First time introduced Electronic Recharge Facility called E-fill in Bangladesh First time introduced Message Greeting System with FunDose in Bangladesh First time introduced 30 second Pulse Rate in Bangladesh. Recently AKTEL has introduced 10-second pulse rate for the pre-paid users and 1 second pulse for the post-paid users.
First time introduced GPRS (General packet of radio service) with two months FREE trial for the post-paid subscribers. First time introduced Club Membership Offer for the Exclusive users of AKTEL. The club is known as Club Magnate, which offers extra services with its Platinum, Gold and Sliver cards.
2.5 Theme:
AKTEL always strives to uphold the dictum Customer
First
2.7.4 Customer Service Management: Uniform for Customers Relation Executives Implementation of One-stop Customer Services through improvised billing system Strengthen fraud management through customized report from billing system Increase Customer Care Center in different locations