1. Introduction Banglalink is the second largest cellular service provider in Bangladesh. When Banglalink entered the Bangladesh telecom industry in 10th February 2005, the scenario changed overnight with mobile telephony becoming an extremely useful and affordable communication tool for people across all segments. Within one year of operation, Banglalink became the fastest growing mobile operator of the country with a growth rate of 257%. This milestone was achieved with innovative and attractive products and services targeting the different market segments; aggressive improvement of network quality and dedicated customer care and effective communication that emotionally connected customers with Banglalink. As of April 2012, Banglalink
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The activities of this department during the ongoing years are very important to the company. So the effectiveness of the activities of the department needs an evaluation. Moreover the behaviour and opinion of customers towards telemarketing services needs to be known in order to improve the performance of Telesales.
3. Purpose of the Study The purpose of the study is to provide a specific and accurate synopsis of the overall activities of the Telesales department of Banglalink. Moreover the study is intended to explore out how customers behave towards Telesales’ services while purchasing Banglalink SIM from them and effectiveness of Telesales in acquiring competition customers.
4. Company Overview Banglalink was previously known as Sheba Telecom which began operation in 1998. It was a joint venture between a Malaysian Conglomerate, Technology Resources Industries Berhad and a local firm named Integrated Services Ltd. (ISL). In 2005 Orascom Telecom Holding (OTH) acquired Sheba Telecom and gave a new trading name ‘Banglalink’. At present it is holding 2nd position in the telecom industry with respect to its market share. Orascom Telcom Holding, established in 1998, is one of the most dynamic telecommunications powerhouses in the world. Orascom is based in Egypt and has operations in 11 countries worldwide. It has