Effectiveness of telesales in Grameenphone

Abstract

As a part of my BBA program I have an option of spending an internship period of three months in a reputable organization where I observe and learn about the organization. Fortunately I am engaged with Telesales of GrameenPhone Ltd, a leading organization in telecommunication industry in Bangladesh. In this large organization I have learnt a lot about the organization through this department. I have expressed a keen interest in spending my internship in GrameenPhone Ltd., because I have learned from various sources that this organization plays a vital role in our communication which changes our life style positively. This report has been prepared for the Telesales department which is a new department of Grameenphone LTD. This department consists of 18 members within one departmental head. Telesales department is engaged with selling different services of Grameenphone over the phone. This department is not only selling services but also doing some sort of awareness programs like different services, different campaigns etc. This department is linked with CRM (Customer Relationship Management) department. The work of telesales is divided into some part. Firstly, the campaign specialist design the campaign based on customer demand and response. Than based on those sorted customers , the customer managers call to the customers and try to sell services. The targeting of customers is based on usage pattern of the customers. For example, One customer is using 5000 taka per month than telesales team can offer some value added to him or her to buy. Sometimes mass people are targeted for some products like miss call alert services etc. The total report is an analysis of the effectiveness of telesales in Grameenphone ltd. In the year of 2009 there was a pilot project had been taken to see how effective the telesales could be in Bangladesh. The project was successful and created a huge impact on the profitability of Grameenphone. I have analyzed those data and found that gradually the sales of Grameenphone were increasing in every month of the pilot project. The total report tells about the cost of telesales and also the profit of it. In this total period of my internship I have found that Telesales department is facing some sort of problem regarding targeting the customers. If the targeting of customers is not done properly, there might be a possibility of low performance. So it is very important of finding the target customers in telesales.