Collection and Retention Management of airtel

Abstract

Bharti airtel started its telecom services business by launching mobile services in Delhi of India in 1995. From then it has become one of the top telecom companies in the World and it is also in the list of top five wireless operators in the World. In January 2010, Bharti Airtel Limited, Asia’s leading integrated telecom services provider, acquired 70% stake in Warid Telecom, Bangladesh. Since then the journey of airtel in Bangladesh has started. But officially the activities with the brand “airtel” started on 20th, December, 2011 in Bangladesh. In the overall report I have tried to focus mainly how airtel conduct collection and retention activities along with different mechanisms. There are different categories of the customers who are using post paid. These categories are also mentioned. In the collection department, they do follow up activities by their teams who are very efficient and dedicated. They do follow up based on the customer type means the customers who have not been using the number for at least 2 years but they are in connected mode. Their number is active but they are not using the number for a long time. This type of follow up is called hardcore follow up. On the other hand, collection team does follow up activities to the new subscribers and this kind of follow up is called soft-core follow up. On the contrary, some different activities are conducted in retention management. Basically the activities are far more difficult in a sense that the employees who are involved in retention activities have to work hard to get the customers back in the airtel service again. But it is not easy to winback the customers who have already left airtel service for different issues. The activities include follow up activities, properly make the customers learn the packages they are using and the benefits of it. Package conversion is also done based on customers’ requirements. I have tried to find out the real facts of the departments. Meanwhile I have included my suggestions and recommendations in order to eradicate the weaknesses of their department. Finally I have ended my report through including references and sources that I have used to make this report.