Introduction

The world is becoming closer day by day with the power of technology, internet, and telecommunication.
The strength of the telecommunication industry has removed this distance from each other all over the
world. Teletalk Bangladesh Limited is the only state-owned mobile network operator in Bangladesh. It
has a network presence in 64 districts and 402 sub-districts. It started operating in 2004. As of August
2021, Teletalk had a subscriber base of 6.27 million. It also provides a wide range of Digital Services. It
works with the government's vision of a Digital Bangladesh. Teletalk aims to provide affordable mobile
services and ensure fair competition. It has achieved growth through initiatives like free incoming calls
4G, and 5G services. As of the Annual Report of Teletalk (2022-23), Teletalk's total tower has already
covered 78% of the population and also it will add more BTS within 2023 to expand Mobile network
coverage.

The quality of telecommunications services mainly depends on the understanding of customers about
benefits. The position that companies occupy today is mainly due to the subscribers they have, the
positive word of mouth shared by the subscribers and their usage rate reflects satisfaction with mobile

services. This number is increasing day by day and there are many of good competition in the market .

The objective of this study is to identify and analyze the factors contributing to the decline in the
customer base of Teletalk, a government-owned telecommunication company. By understanding the
underlying reasons for customer attrition, this study aims to provide actionable insights and
recommendations to help Teletalk improve its services, retain existing customers, and attract new ones.
The findings of this study will be crucial for Teletalk’s strategic planning and decision-making processes

to enhance its competitive edge in the telecommunication market .

The location of the Study where Teletalk operates its primary services. The location is chosen due to its
significant customer base and the presence of various demographic segments that can provide diverse
insights into the factors affecting customer retention. Additionally, the region has a competitive
telecommunication market, making it an ideal setting to analyze the challenges faced by Teletalk.

The Need for the Study Teletalk, as a government-owned telecommunication provider, plays a critical
role in the country's communication infrastructure. However, recent trends indicate a decline in its
customer base, which could have serious implications for its financial stability and overall service
delivery. Understanding the factors behind this decline is essential for several reasons:
Identifying customer grievances and areas of dissatisfaction can help Teletalk enhance its service quality,
thereby improving customer satisfaction and loyalty.

In a highly competitive market, understanding why customers are leaving can provide Teletalk with
insights into its competitors' strengths and weaknesses, enabling it to better position itself in the market.

As a government entity, Teletalk’s performance impacts national communication policies. This study can
inform policymakers about the challenges faced by Teletalk, leading to more informed decisions and
supportive regulations.

A declining customer base directly affects the revenue and profitability of Teletalk. Addressing the root
causes of customer attrition can help stabilize and potentially increase its financial performance.

Teletalk provides services to various segments of society, including underserved and rural areas. Ensuring
its sustainability is crucial for maintaining equitable access to telecommunication services across the
region.

In summary, this study is essential to diagnose the issues leading to customer decline and to develop
strategies that will help Teletalk regain and expand its market share while ensuring long-term
sustainability and growth.

Problem Statement

Any business that wants to succeed must prioritize satisfying its customers since it affects their loyalty,
the brand's reputation, and the performance of the firm. For a telecom company like Teltalk, building a
strong relationship with its customers requires its employees to deliver exceptional customer care. The
goal of this issue statement is to investigate and evaluate the degree to of customers assess the caliber of
services that Teletalk offers, evaluate Teletalk's products about those of other companies, evaluate brand
image and consumer impressions, determine operational difficulties within the company, examining
developments in technology and market trends.

Purpose of Objective of the Report

The purpose of this report is to thoroughly investigate and identify the various factors contributing to the
decline in the customer base of Teletalk, a government-owned telecommunications company. By
understanding the root causes of customer attrition, the report aims to provide actionable insights and
recommendations that will help Teletalk improve its services, retain existing customers, and attract new
ones. The ultimate goal is to enhance Teletalk’s competitive positioning in the telecommunications market
and ensure its long-term sustainability and growth.

The key goals of this project include:

The broad objective of the Report:

To evaluate the degree of teletalk client happiness.

Specific Objectives:

To find out what clients think of the customer service department.

To determine whether or not teletalk customer service has satisfied consumers

Make some recommendations based on the findings.

Methodology and Data Collection

As previously said, this research has a substantial impact on increasing organizational

performance and growth. In this aspect, the primary focus was on customer satisfaction with the
services they provided. We asked a few questions to Robi customers who now using Teletalk.
They were quite helpful, answering any questions and providing their valuable feedback.

Data Source

This study's information and data were gathered from both primary and secondary sources.

a. Primary Data Sources:

 In-person interactions with clients who visit the customer service department.
 A questionnaire survey.
 Real-world work experience in customer service.
 face-to-face conversations with the officers and employees.

b. Secondary Data Sources:

  Various book articles about customer care services and duties.
 The Teletalk website.
 Teletalk's annual report.
 Managed the Teletalk Data Board at the Service Point Care Center.

Data Collection
The key strategy for gathering important information for this report will be direct analysis of
various records, papers, documents, operational procedures, and feedback from customers. A
systematic questionnaire will be utilized. To learn more about office operations, personnel from
the customer service center were contacted and interviewed.

Data Analysis

SWOT Analysis

This methodology is used to evaluate an organization's strengths, weaknesses, opportunities, and

threats. According to a SWOT analysis, Teletalk's evaluation would be as follows:

Strength:

 Government owned organization.

 Low call rate and cheaper internet cost.
 Ease supplier with respect to its rival.
 Teletalk all connections are ISD & EISD and free of extra charge.
 Pioneer of 3G service in Bangladesh.

Weakness:

 Weak network coverage.

 Lack of Advertising.
 Less amount of Value-added service.
 Limited market share.

Opportunities:

 Less binding in Legal Environment.

 Used in Public Programs.
 Teletalk can utilize the experience of BTTB.
  Attracting the youth.
 Vas services.

Threats:

 Strong Competitors.
 Chances of knock out from the market.
 Economic slowdown of Government.
 High SIM tax.
 Frequent change of Leadership.

Selection of Participants

Using survey questionaries, we gathered the information that helped us conduct the research. For
the research participant groups within the following parameters:

 Customers who are using Teletalk SIM.

 Between 20-35 years of age.
 Both male and female participants.