Internship Report

On

Pakistan Telecommunication Company Limited

Name:

Bilal Ahmad
University:

University of Education
Program:

BBA(Hons.)
Registration Number:

TS150322

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 ACKNOWLEDGMENT
First of all, I would like to thank the ALLAH Almighty for helping me through HIS
blessings, so that I could able to complete my internship report on PTCL.
I really enjoyed a wonderful experience to work with PTCL. In this regard, I pay my
heartily thanks to Sir Usman Akmal, Sir Jahanjeb Jahan, Ma`am Sarah, Ma`am Sadia,
faculty members & staff of University of Education Lahore to provide me the opportunity
of doing my internship at this highly prestigious organization PTCL.
Then, I would like to thank Mr. Qasim (Manager), Mr. Younas (CSR), Mr. Taimoor (CSR),
Mr. Ashraf (Revenue accounts officer), Mr. Shafeeq (Cashier Officer), for providing me
an exploring task under the cover of internship at PTCL (One Stop Shop, Garden Town,
Lahore). They encouraged me in spite of my mistakes. All the staff of PTCL is really
cooperative & supportive.
I’m also really thankful to my parents & my family for keep motivating me during this
report preparation.

EXECUTIVE SUMMARY:

Pakistan Telecommunication Company Limited (PTCL) is the leading

telecommunication company in Pakistan. The company provides telephonic and Internet
services nationwide and is the backbone for the country's telecommunication
infrastructure despite the arrival of a dozen other telecommunication corporations. Data
and backbone services such as GSM, HSPA+, CDMA, LTE, broadband Internet, IPTV,
and wholesale are an increasing part of its business.

This report is being started with the brief and complete introduction of the
organization, its services and its product offerings. In this report organization structure is
discussed as per the requirement of the internship.

INTRODUCTION:

Pakistan Telecommunication Company Limited ( PTCL) was incorporated

in Pakistan on December 31, 1995 and is listed on
Karachi, Lahore and Islamabad Stock Exchanges. It was established to undertake the
telecommunication business firmly carried on by Pakistan Telecommunication
Corporation (PTC). The business was transferred to the company on January 1, 1996
under the Pakistan Telecommunication (Reorganization) Act, 1996 at which date PTCL
took over all the properties, rights, assets, obligations and liabilities of PTCL except

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those transferred to National Telecommunication Corporation (NTC), Frequency
Allocation Board (FAB), Pakistan Telecommunication Authority (PTA) and Pakistan
Telecommunication Employees Trust (PTET). The company commenced business
on January 1, 1996. The registered office of the company is situated at Block-E, PTCL
Headquarter, G-8/4 Islamabad.

PTCL is the largest telecommunications provider in Pakistan. The company

maintains a leading position in Pakistan as an infrastructure provider to other telecom
operators and corporate customers of the country. It has the potential to be an
instrumental agent in Pakistan’s economic growth. PTCL has laid an Optical Fiber
Access Network in the major metropolitan centers of Pakistan and local loop services
have started to be modernized and upgraded from copper to an optical network.

PTCL has been reduced to ~62%, when 26% of shares and control was sold to Etisalat
Telecommunications and the remaining 12% to the general public in 2006 under an
Originally one of the state-owned corporations (SOEs), the shareholding of the
intensified privatization program of Prime minister Shaukat Aziz. However, the 62%
shares are still remains under the management of government-ownership of state-
owned corporations (SOEs) of Pakistan.

Vision:

“To be the leading Information and Communication Technology Service Provider

in the region by achieving customer satisfaction and maximizing shareholders' value'.
The future is unfolding around us. In times to come, we will be the link that allows global
communication. We are striving towards mobilizing the world for the future. By
becoming partners in innovation, we are ready to shape a future that offers telecom
services that bring us closer.”

Mission:
To achieve our Vision by having:

 An organizational environment that fosters professionalism, motivation and

quality.
 An environment that is cost effective and quality conscious.
 Services that are based on the most optimum technology.
 'Quality' and 'Time' conscious Customer Service.
 Sustained growth in earnings and profitability.

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Board of Director:

Mr. Rizwan Bashir Khan (Chairman PTCL Board)

Mr. Hesham Abdulla Al Qassim

Mr. Shahid Mahmood

Mr. Khalifa Al Shamsi

Mr. Mudassar Hussain

Sardar Ahmad Nawaz Sukhera

Mr. Hatem Dowidar

Mr. Serkan Okandan

Mr. Abdulrahim Abdulla Abdulrahim Al Nooryani

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ORGANIZATIONAL CHART:

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 President

S.E.V.P

E.V.P

G.M

S.M

Manager/
Incharge OSS

R.O Cashiers CSRs

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Why and How I Selected PTCL for Internship:

The Reasons That I have selected PTCL for doing my Internship is because I
am doing BBA(Hons.) in Marketing and this job is appropriate and relevant to the
courses which I am studding during my Bachelor Program. I found interesting to work as
an internee in Sales and Customer Service center in PTCL.

Staff Introduction of PTCL (OSS) Garden Town Lahore:

Mr. Qasim Ali (Manager)

Mr. Ashraf Shahid (Revenue Accounts Officer)

Mr. Shafiq Ur Rehman (Cashier Officer)

Miss Hira Shahid (Customer Services Representative)

Mr. Taimoor Sadiq (Customer Services Representative)

Mr. Mohammad Younas (Customer Services Representative)

First & Second week

It was my first day at PTCL OSS Center at Kalma Chowk. I met the Manager Mr. Qasim
Ali at 9 o’clock. He welcomed me and introduced me to the staff and asked me to go
with Mr. Younas on services counter. He told me about PTCL software and evo prices
and packages.

At first day, everyone appreciated me on my attitude. I negotiated with the costumers

well.

The first two weeks I spent were mostly dealing with the EVO customers. Some
customers had speed issues. Some had their devices not working properly. Many
customers came to upgrade their existing 3G EVO to CharJi EVO wingle or cloud. PTCL
is currently offering an upgrade offer that you can return your previous 3G EVO device
and get a discount of Rs1500 on a new CharJi Device. Many customers came for the
details of packages PTCL was offering on the EVO devices. We sell many devices as

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well. I tried my best to deal with every customer in a manner that they appreciate the
customer service PTCL has to offer and leave the premises happily and satisfied. I
learnt all the packages and offers to deal with the customers more fluently. Mr. Younas
taught me how to use the software to deal with the EVO customers. And how to activate
the device, how to check for the details and all that stuff. At first, I felt a little difficulty in
learning all that but as the time passed, practice made it very easy to learn and
understand. I had all the support from the very friendly staff their but they also let me do
all the work by myself for some time so that I may learn more effectively.

Third & Fourth Week

I was then appointed on the next counter where I sat beside Mr. Ashraf Shahid. He is a
very noble and hardworking man. I saw him dealing with a ton of customers all day and
not feeling tired at all. He does his job with dedication.

I was appointed to connection closure and taught about how to convince the customer
to not discontinue their services and have a mature talk with them about how we are
improving our services. And if the customer still want to discontinue their servies then
help them in proceeding their request forward.

I also learnt how to check billing record and print recent bills for the customers on their
request there.

On the 4th week, Mr. Younas helped me learning all the software PTCL customer service
representatives work on. Because Mr. Ashraf was always busy as he had the most
costumers on his counter so Mr. Younas was kind enough to help me understand
everything. I started to learn about software named PCRM and SIEBEL
COMMUNICATION, PTCL billing & PTCL CUSTOMER CARE software.

PCRM was related to all kinds of EVO internet devices and all the EVO products.

SIEBEL was related to all kinds of complaints related to PTCL’s products and services. I
tried to gain great command on them. In last days of 4 th week I did all things myself.

PTCL billing was related to all PTCL landline bills information and PTCL customer care
was related to all kinds of activations, information regarding PTCL landline and
broadband.

I had to stay in that counter with Mr. Usman Liaqat for my whole internship time.Once
Usman had to go for its admission at different universities and leave me to do work

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here. I did my worked here with the intention to get command on all those softwares and
customer services.

Fifth and Sixth week

On the 5th week Mr. Qasim appointed me on a telemarketing activity. I had a list of
landline numbers who doesn’t have broadband connections. I called them one by one
and told them about the packages PTCL is offering and whether or not they are
interested to order a broadband connection. I convinced them to order a connection
because it has many benefits, its unlimited if you want and has the best rates with a
consistent speed. Some replied rudely and accused me of poor services. And some
seem interested so I noted their number to get back to them after. Some weren’t just
interested or not needed an internet connection. Mr. Qasim taught me some convincing
techniques that came in very handy during the activity.

On the 6th week I just helped everybody. I went to the counter that was busier and tried
to deal all kind of problems. A person came to me, he had a problem regarding his EVO
device and was so angry. There was an issue in his CharJi cloud device’s software so I
flashed the software and it was all good to go. I resolved his problem very calmly and
gave proper information to him. He was very impressed by my attitude and thanked me
on resolving his issue and apologized for his rude behavior before. I said it was ok sir
and not a big deal.

On the last day of my internship, I said a nice farewell to all the staff members at the
office while leaving. It was intense moment because the office was like a family and it
wasn’t so easy leaving. But life goes on. It was great experience overall and I learnt so
much about public dealing and marketing.

About
Products:

A lot of new and innovative products have been introduced at PTCL, which caters
to the needs of a household as well as business needs. PTCL currently offers 5
products to its customers. These are as follows:

 EVO Internet
 Landline
 IPTV- Smart TV
 Broadband

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Evo - 3G

Wireless Broadband PTCL is the first service provider to launch 3G Wireless

Broadband service in Pakistan. The service was commercially launched in June 2009
with a new brand identity – EVO. High-speed Internet service with roaming is currently
available in more than 250 cities of Pakistan. Expansion of the Wireless Broadband
network is in progress in other cities and towns of the country and EVO service will be
available to higher numbers of customers across Pakistan.

Packages
Volume MRC Validity Billing Mode
5 GB Rs 750 30 Days Prepaid/Postpaid
10 GB Rs 1000 30 Days Prepaid/Postpaid
15 GB Rs 1250 30 Days Prepaid/Postpaid
25 GB Rs 1500 30 Days Prepaid/Postpaid

EVO Wingle USB: Rs. 2,000

EVO Wingle Cloud: Rs. 3,000

Charji Evo

Being the fastest network available means download speeds four to five times faster
than 3G networks, enabling faster downloads, instantaneous uploads, real time gaming,
extremely fast movie downloads and speeds that literally make you stream like a dream.
From surfing the web to watching movies, from getting social with friends to sharing
pictures or playing games; Charji EVO gives you the power to do it all instantly on the
country’s fastest wireless network.

Packages
Volume MRC Validity Billing Mode
10 GB Rs 1000 30 Days Prepaid/Postpaid
20 GB Rs 1250 30 Days Prepaid/Postpaid
25 GB Rs 1500 30 Days Prepaid/Postpaid
50 GB Rs 2000 30 Days Prepaid/Postpaid
75 GB Rs 2500 30 Days Prepaid/Postpaid

CharJi EVO wingle: Rs 2500

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CharJi EVO Cloud: Rs 3500

PSTN:

PSTN is the backbone of PTCL and over the past few years we have taken many
initiatives in PSTN to enhance usage, control churn and increase our subscriber base.
Moving forward and thinking out of the box we came up with the standalone flat
package, make it very simple and convenient for customers having a PSTN Line.

Freedom package gives liberty to make unlimited On-Net calls for Single &
Double play subscribers. These packages will be mandatory for all new customers,
however, existing subscribers can also options in for freedom packages.

Features

Single Play Freedom Package:

 Unlimited On-Net Calls (local and long distance)

 No Line Rent
 Mandatory for NTCs
 Standard Off-Net, Mobile and International Calling Charges will apply
 Also available on Opt In basis for existing customers
 100 Minutes to Ufone
 Free CLI

Double Play Freedom Package:

 Unlimited On-Net Calls (local and long distance)

 No Line Rent
 Mandatory for NTCs
 Standard Off-Net, Mobile and International Calling Charges will apply
 Standard DSL Charges will apply
 Also available on Opt In basis for existing customers
 Same On-Net voice package will also be applicable for Triple Play and Quad
Play Customers Unlimited On-Net Calls
 100 Minutes to Ufone
 Free CLI

Pricing

 Single Play Package charges: Rs. 599 per month (effective 1 December 2015)
 Double Play (Below 8Mbps) Freedom Package Rs. 250 per month

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  Free for 8 Mbps & above customers
 New Double Play (PSTN + Broadband) Rs. 3,000 inclusive of Tax
 New Broadband over existing PSTN: Rs. 2,100 inclusive of Tax
 New PSTN: Rs. 2,000 inclusive of Tax

IPTV (internet protocol television):

Launched for the first time in Pakistan using the flexible Internet Protocol (IP)
technology, PTCL’s Smart TV are services which allows customers to be more
interactive and more in control with their TV service as compared to conventional TV
broadcast or cable TV. Smart TV delivers television programs to households via a
broadband connection and requires a subscription, a set-top box, and offers key
advantages over existing cable TV. You will now be able to:

 Playback / Rewind live TV channels at any time

 Parental Lock facility on any channel
 Search and select favorite programs by using ‘Electronic Program Guide’.
Viewers have full control over functionality such as rewind, fast-forward, pause,
and so on.
 Watch DVD quality movies on demand from our library of over 500 titles.
 Watch 100 plus digital quality TV channels.
 Starting at Rs 449/month

Two Payment modes for STBs

Upfront:

 Rs 4999

 Installment Mode:

 Rs 250/Month for 2 years

Broadband (DSL):
In May 2007, PTCL launched its DSL Broadband services with the strategy of
proliferating Broadband in the country. Launched under the brand name of 'Broadband
Pakistan', PTCL within just two years of the launch of its Broadband, the Company
acquired over 200,000 Broadband customers in more than 170 cities and towns across
the country.

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Broad Band Pricing

 1Mbps Starter (10GB) Rs 625

 2Mbps Starter (20GB) Rs 775
 4Mbps Starter (40GB) Rs 999
 1Mbps Unlimited Rs 1325
 2Mbps Unlimited Rs 1575
 4Mbps Unlimited Rs 1775
 8Mbps Unlimited Rs 3000
 12Mbps Unlimited Rs 4000
 16Mbps Unlimited Rs 5000
 20Mbps Unlimited Rs 6000
 30Mbps Unlimited Rs 7500
 50Mbps Unlimited Rs 10,000
 100Mbps Unlimited Rs 20,000

Marketing in PTCL
Direct Marketing:
Mass marketers have typically sought to reach millions of buyers with a single
product and standard message delivered through the mass media.

In contrast, direct marketing consists of direct communications with carefully targeted

individual consumers to obtain an immediate response. Thus, direct marketers
communicate directly with customers, often on a one to one, interactive basis.

The benefits customers in many ways, consumers report that home shopping is a fun,
convenient, and hassles free it saves time and introduces them to a larger selection of
merchandise. They can do comparative shopping by browsing through mail catalogs
and online shopping services, then order products for themselves or others. Industrial
customer can learn about available products and services without waiting for and tying
up timer with salespeople.

Forms of Direct Marketing:

 Face to Face Selling.
 Direct Mail Marketing (Fax mail, E-mail, Voice mail).
 Catalog Marketing (Direct marketing through catalogs that are mailed to a select
list of customers or made available in stores).
 Telemarketing (using the telephone to sell directly to consumers.

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  Direct Response Television Marketing (Direct marketing via television, including
direct response television advertising and home shopping channels).

Online Marketing and Electronic Commerce:

Online marketing is conducted through interactive online computer systems, which
link consumers with sellers electronically; a modem connects the consumer’s computer
“Web machine” with various services through telephone lines. There are two types of
online marketing channels

 Commercial Online Services

 Internet

Advertising
PTCL has a strong advertising strategy. They use different strategies for different
products according to product lifecycle stage. At the maturity stage PTCL used different
advertising channels to promote the product and to maintain the sale level. It uses
newspaper, billboards, back boards for franchiser, banners, TV, magazines etc.

Reminder Ads:
PTCL have been pursuing colorful and wonderfully attractive ads after its
privatization. The frequency of its ads is far often depending upon the launch of any
product or services, but they usually follow some special events like Eid and Ramadan
for their reminder advertising.

Informative Advertising:
PTCL mainly follows informative advertising, informing the mass audience about
their new services and for the changes in existing ones.

 PTCL uses different media for promotion

 Print Media
 Newspapers
 Electronic Media
 Local cables
 TVC
 Radio
 Internet
 Brochures
 Bill Boards

Public Relations:
Public Relation is the true brand building approach. PTCL realizes the fact that
public relation has a stronger impact on public awareness at a very low cost than
normal advertising and boast for its special public relations department.

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Time to time PTCL place news worthy information regarding their new services that they
launch 1st time in Pakistan.

Sales Promotion:
PTCL offers different sales promotion schemes like

Personal Selling:
PTCL has territorial and product sales force that are responsible for making the
sales to the existing customers as well as to new customers by offering new and
existing services. PTCL regularly recruits and train personal selling staff, their personal
selling stuff, mainly comprise of inside call center employees (who take the order) and
outside personnel’s who are responsible for installation of different product or service at
the customer’s location.

As PTCL is enjoying a monopoly in fixed-line telephony, the Company has no

Professional sales force because the company has not felt any strong need to use the
Services of a sales force for increasing the sale of its products. At the moment, PTCL’s
Customer Services Centers are playing the role of sales outlets

Distribution:
To cope with the EVO customers and dealers demand and to cover the whole
country Pakistan Telecommunication Company Limited established three main
warehouses in Lahore, Karachi and Islamabad. Company Sale/Distribute these sets
through the following channels:

Direct Sales:
PTCL establishes the in-house sales centers to provide the product to the
customer in their nearest Customer service centers in different cities.

Indirect Sales:
PTCL has also delivered its products through franchises/dealers and sub
dealers. The aim is only to create easier access for the customers. For this purpose,
PTCL pay the order to the nearest store, according to the regional demand and sent it
to the franchiser through courier service or through vehicles.

Details Of Work Performed In PTCL During My Internship:

Duties:
So, this is the list of all the duties that I performed during my internship program:

 Providing information to customers.

 New customer order entry for EVO related products.
 Handling process of EVO sale.

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  Providing EVO bills to customers.
 Entering/ Punching the EVO bill paid amount.
 Ownership changing related to EVO.
 Customer details & record changing related to EVO.
 Temporary closing services of EVO at Customer request.
 Reactivating EVO services on Customer request.
 Handling the EVO issues & complaints.
 Issuing duplicate bills for Landline.
 Communicating various packages & services related to Landline.
 New customer order entry for Landline.
 New customer order entry for Broadband.
 Keeping the files organized related to sales, orders & replacements.
 Service order, form filling.
 Sending a complaint e-mails & checking feedback.
 Some inspection visits to field market.
 Greeting the customers with a warm welcome.
 Carefully listening & handling all customers.
 Complaints registration on a complaints management system of PTCL.
 Identifying customers’ problems & issues.
 To satisfy customers by providing solutions to their queries, complains & issues.
 Providing all products & services information to the customers.
 Handling the Landline bill issues.
 Correction of any mistake in bills.
 Restoration of suspended phone lines.
 Installments of bills.
 Processing of Temporary close application.
 Ownership changing related to Landline, Broadband & Smart TV.
 Handling the affairs of front desk & reception.
 Guiding customers.

Knowledge & Skills Acquired:

During my internship duration, I learned the following knowledge & skills:

 The corporate cultural environment of PTCL.

 The procedures adopted by telecom companies like PTCL to manage their
resources.
 The overall process of selling our company’s products & services.
 Maintaining stock & inventory system.
 Here, at PTCL, I learned that the theoretical knowledge is somehow different
from the actual working process.
 How to break the franchise sales and how to attract the customer
 The art of handling my anger in front of a hyper customer.
 How to stay cool & calm.
 How to keep a smile on my face while handling customers.

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  How to deal with customers face-to-face.
 How to work under pressure.
 Got command over BNCC, PCRM, Billing and Recovery Console.
 How a manager organizes and hires new employees so that they come into fit in
just a few days of training.
 Got knowledge about CDMA technology
 Observed the hiring process in OSS; as I was there when some new CSR were
hired.

Difficulties Faced During Internship in PTCL:

 Lack of good computer systems.
 Local area network problems.
 Sometimes a burden of work because of more customers & less CSRs.
 Handling highly dissatisfied customers.

Conclusion and final thoughts:

PTCL is a backbone of Pakistan in providing communication services and it has
been an honor to serve in such a company that has so much to offer. In the six weeks
that I worked here, I learned a lot of new things and had a great experience. The
company is performing very well but can still improve in a lot of areas to further increase
its customer pool. The demand of the hour and the increasing competition will force
companies to change its policies to become a favorite telecom service provider in the
market and keep its current place and customer base.

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