Final Report Internship Report

Internship Report

About Us

Warid Telecom takes pride in being backed by the Abu Dhabi Group, one of the largest groups in the Middle East and the single largest foreign investor group in Pakistan. It has a diversified business interest in the institutions that have enjoyed commercial success as a result of its strong financial resources and extensive management expertise. The Abu Dhabi group's major investments are in the following sectors: • • • • • •

Oil and gas exploration Banking financial services Automobile industry Hospitality services Property development Telecommunications

Abu Dhabi group's other successful investments in Pakistan besides Warid Telecom include Bank Alfalah, United Bank Limited, Taavun,Wateen Telecom and Raseen. The group has successfully launched its services in Bangladesh in May 2007 and also acquired licenses in Congo-Brazzaville and Uganda and is preparing to launch its operations for these two markets in the last quarter of 2007. Also, there are plans in place to launch services in the Ivory Coast soon. Warid Telecom is the fastest growing GSM mobile company in Pakistan with over 11 million subscribers in August 2007 with over 174 cities all over Pakistan. As per company policy, Warid Telecom's cities are only included as a coverage destination when cell sites along with a

fully functional sales and service center or franchise is operational in the area. This results in premium connectivity and the optimal experience for our loyal Business Overview

The Pakistani cellular market is one of the most competitive GSM environments in the world today. Easier access to this facility has enabled the Pakistani population to increase its subscriber base to cross 68 million and moving towards 70 million mark of our total population size of 160 million with teledensity of 42.64%. Furthermore, subscriber growth is forecasted to reach 90 million over the next few years with the teledensity of about 60 due to immense market potential. In accordance with our business strategy, Warid Telecom has managed to attain 17% of the market share in two years of operations in Pakistan. We attained this milestone by catering to each segment of the market and broader coverage of all the income groups. Warid Telecom's products, high quality of service, affordability, and customer support have enabled us to seize this market share from existing players in addition to targeting new markets. The cellular operators are expected to continue such growth as reduced tariff and increased destinations have brought mobile services within the reach of low-income groups. The subscribers of Warid Telecom while traveling internationally stay in touch with their families and business through our one of the largest international roaming networks at over 126 destinations. Warid Telecom has established this network by entering into roaming partnerships with 179 leading international mobile service operators around the world. Warid Telecom also offers 'SMS Roaming' to its postpaid customers in these destinations

Affinity Partners Warid Telecom develops and executes affinity partnership agreements with reputed organizations. This unique approach enables Warid Telecom to effectively drive sales‚ improve

retention and enhance brand awareness. The systemic approach of Warid Telecom towards the affinity partnership process has maximized prospects of successful outcomes. Warid Telecom works with affinity partners for the reciprocal benefits to our customers and associates. On the other hand‚ our affinity partners see our products & services as added value for their prospective and existing clientele and a unique selling point while competing with their rival organizations.

Our Affinity Partners:

Bank Alfalah Branches: 1. A network of 199 branches in 70 cities across Pakistan 2. Strong corporate banking presence 3. Offers complete consumer banking products‚ Car leasing‚ home financing‚ personal loans etc

Bank Alfalah Credit Card Division: 1. 2.

The largest Visa credit card issuer in Pakistan with over 0.5 million card holders in 40 cities of Pakistan. Holds approximately 40% market share of the overall credit card base

Chimera: 1.

A decade of experience in mobile handset distribution & retailing with a network of 146 distributors & resellers in 130 cities across Pakistan.

VIVA: 1. 2.

Distributors & retailers of electronic devices like DVDs‚ Dish Antenna receivers‚ low cost handsets etc. Operational in 15 cities with a distribution network of 30 outlets

Mobile Zone: 1. 2. 3. 4.

One of the largest mobile handset distributors Network of 150 distributors / resellers across Pakistan in 150 cities. Has a unique sales point of providing service to mobile consumers of all income classes Strong presence in rural areas.

4B Group: 1. 2. 3.

Actively involved in marketing of Trend Mobile‚ an economically priced mobile handset brand to the local consumer market A strong agro product base with a large retail and distribution network for agro products. Operational in 53 cities with a distribution network of 96 outlets.

4.

Group’s other business include vehicle tracking solutions

Standard Chartered Bank Pakistan Ltd.: 1. 2. 3.

Largest foreign bank operating in Pakistan. A network of 117 branches in 22 cities. One of the main players in credit card market as well.

Bank of Punjab: 1.

Bank of Punjab has a strong presence in 143 cities with 271 branches.

Nobel: 1. 2. 3.

One of the leading local manufacturer of electronic devices televisions‚ home theatres‚ LCD Extensive network of over 1000 dealers Comprises about 26% of the market share

ARY Group: • •

Operators of a range of private television channels related to entertainment‚ infotainment‚ religion‚ music‚ fashion and shopping ARY Group is one of the pioneers in branded jewellery outlets

Also ventured ARY Cash n Carry super stores across Pakistan.

Customer Services. Warid Telecom’s vision is "to become the leader in national communications arena with a strong international presence”. Warid Telecom's brand values include: • • • • •

Quality Transparent Innovative Customer Friendly Simple

Warid Telecom believes in working with strategic partners and employees for long term relationships. As a consequence of the above Warid Telecom is looking for the following to deliver its vision: • • •

Strategic vendors and partners to assist in rolling out these services in a timely and efficient manner with a focus on turnkey solutions and premium propositions; Strong partners to assist in launching these services and creating effective sales & marketing / business development opportunities for all to operationally and financially gain; Consultants and experts to help deliver this vision;

Well rounded employees who wish to become part of this adventure

Value Added Services Value Added Services (VAS) at Warid is available to our subscribers in a bundled package, including Multimedia Messaging Service (MMS), Mobile Internet (WAP/GPRS) and Voice Mail Service, as an additional facility, available to our customer’s at zero cost. The other value added services are listed below:

• Friends & Family Services: You can add your frequently dialed or important numbers as your Friends & Family numbers and call them at discounted rates.

1. To Add: Type this message and send it to 129: ADD<space>(Warid no. with prefix)

2. To Delete: Type this message and send it to 129: DEL<space> (Warid no. with prefix in your list) 3. To check your F&F list: Type this message and send it to 129: List 4. Charges: The charges are Rs 1.27 (with taxes) for each message you send to 129 and charges on F&F numbers are dependent on your tariff rate.

• Voice Mail Service (VMS): 1. Free of cost facility that allows the user to receive voice messages even when the mobile is switched off, outside coverage area or busy 2. Memory of up to 20 messages of 30 seconds length each 3. Messages can be stored up to 3 days 4. Complete security of messages through personally selected password 5. Personalized greeting in language 6. Availability of preferred language option 7. SMS notification for newly received voice messages 8. Access to VMS through 101

• Multimedia Messaging Service (MMS): 1. Graphical and musical messaging facility across networks, using wallpapers, images, ring tones stored on user’s handset 2. Presently Available for all Nationwide networks (For Charges, See GPRS- Page 11)

• Surf Now (Mobile Internet): 1. Facility allowing the user to browse the internet on phone or laptop at any place, and any time 2. Commonly referred to as General Packet Radio Service (GPRS) 3. Handset and website dependent, both need to be GPRS/WAP enabled

• GPRS: The details of different GPRS packages being offered for postpaid customers are mentioned in following:

GPRS (Postpaid): Package A – GPRS 120

1. Line Rent : 2. Free Units: 3. Rate:

Rs.151.80 including taxes (Rs. 120 + Tax) 10 Mb Rs.10/Mb

Package B – GPRS 200

1. Line Rent : 2. Free Units: 3. Rate:

Rs. 253 including taxes (Rs. 200 + Tax) 20 Mb Rs.8/Mb

Package C – GPRS 240

1. Line Rent : 2. Free Units: 3. Rate:

Rs. 303.60 including taxes (Rs. 240 + Tax) 30 Mb Rs.6/Mb

GPRS Infinity – GPRS Infinite Line Rent: Rs. 632.50 including taxes (Rs. 500 + Tax) Free Units: Whole month Rate: Rs. 0/Mb

GPRS (Prepaid): Our prepaid and postpaid (Other than Zahi Silver) customers can activate the bundled package free of charge where the usage charges are:  

Every 64 KB of data download are Rs 1.27 (inclusive of tax) Every 100 KB of MMS is charged Rs 1.27 (inclusive of tax) (Off-net)

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Every 250 KB of MMS is charged Rs 1.27 (inclusive of tax) (On-net)

Missed Call Alert (MCA) (for postpaid customers only): 1. Facility of receiving missed calls from any number when the mobile is switched off 2. SMS notification for newly missed calls 3. Does not charge the usage to either of the parties 4. Charges are Rs. 37.95 including taxes (Rs. 30+ tax) per month

• Mobile Ring Back Tone (MRBT)/ Warid Caller Tunes: MRBT allows you to choose a song for your callers to hear, instead of the traditional tone before you answer a call 1. Tone assignment can be done in two ways: i. IVR (105) ii. SMS (7171)

2. Charges for SMS are Rs. 12.65 including taxes (Rs. 10+ tax) for each message and Rs. 6.33 including taxes (Rs. 5 + tax ) on IVR per minute 3. Rental charges of Rs. 10 + tax would be charged on monthly basis in advance 4. Validity of any specific tone assigned is 1 month from the date of assignment 5. Method to activate RBT is send RBT (space) ON to 7070

• Balance Transfer: A prepaid customer can transfer balance amount ranging from Rs. 20 to Rs. 1000 to another prepaid customer. The customer will send a message with syntax B<Space><Space> to 1414. There are no charges for sending this message; however, the balance to recipient will be received after deduction of 5% (balance transfer amount). For e.g, on a transfer of Rs. 100, the recipient will receive the amount such that: - 5% plus tax = PKR 100- 6.33 = PKR 93.67

• International Roaming: With its roaming partnership in more then 100 countries, Warid Telecom ensures that the unique needs of the mobile

phone users are fulfilled as never before. You can get this service activated by calling on our customer care number and get information regarding our roaming partners. The required security deposit/ credit limit for the customer is Rs. 20,000.

• International Roaming Messaging Service: Warid Telecom is proud to announce its unique offer where a postpaid subscriber can send and receive messages in a foreign country at a very reasonable security deposit of Rs. 2000. You can activate the service by sending message IRSMSON to 129. The total charges for this service are Rs. 126.50 (Rs. 100+ Tax) for activation along with message of Rs. 1.27 (Rs. 1 + Tax) is Rs. 127.77 including taxes. However, our voice calls are not available in this service and the service is valid for 14 days only.

• International Roaming GPRS Service: Customers are able to use GPRS during roaming now as our International Roaming team is ensuring that customers can use GPRS Service almost everywhere we are providing our roaming service. The tariff list is updated according to our contract with the respective cellular operator.

• 64K SIM: The 64K SIM gives its users added flexibility to store up to 500 numbers and 50 text messages. This SIM is available for our customers for Rs. 300 only. However, our postpaid subscribers can get their 32 k SIM replaced free of cost by visiting nearest business centre.

• Anonymous Chat: Customers are able to chat from their Warid connections by keeping their identities anonymous. You have to login through the Warid menu and get yourself registered. The charges are Rs. 2.54 including taxes (Rs. 2 + Tax) per message.

• ZOOM Service:

Warid telecom is proud to announce SMS/MMS packages for its valued customers. Details of the offered tariffs are as follows: 1. Prepaid ZOOM Service

Zoom Limited:

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Some of the salient features of the package are:

o You shall be provided 25 MMS/SMS on daily basis. o You can subscribe to the service by simply sending an SMS for Rs. 2.54 (Rs. 2 + Tax). The SMS/MMS service is available for both on-net and off-net numbers (service is not available for international SMS).

o

Activation/ De-Activation of service: o

Go to Write Messages

o For activation, write Zoom<space>on o For de-activation, write Zoom<space>off o

Send the message on 7070

Cost: Subscription charges for Zoom limited = Rs. 3.80 (Rs. 3 + TAX)

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Zoom Un-Limited: Some of the salient features of the package are:

o Zoom Unlimited Package offers a total of 250 SMS/MMS limit for each day. o You can subscribe to the service by simply sending an SMS for Rs. 2.54 (Rs. 2 + tax) o The SMS/MMS service is available for both on-net and off-net numbers (service is not available for international SMS). o First 250 SMS/MMS for each day in Zoom Un-limited package will be free of cost.

Activation/ De-Activation of service: Go to Write Messages o For activation, write Zoomu<space>on o For de-activation, write Zoomu<space>off o Send the message on 7070 o

Cost: Subscription charges for Zoom Un-limited = Rs. 8.85 (Rs. 7 + TAX)

2. Postpaid Zoom Service

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Zoom Limited Some of the salient features of the package are:

o You shall be provided 750 free MMS/SMS for a o

o

whole month. You can subscribe to the service by simply calling on our customer care number 321 and our customer service representative shall cater your instructions. The SMS/MMS service is available for both on-net and off-net numbers (service is not available for international SMS).

Cost: Subscription charges for Zoom limited = Rs. 113.85 (Rs. 90 + TAX)

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Zoom Un-Limited Some of the salient features of the package are:

o You shall be provided 7500 free MMS/SMS for a whole o o

Cost:

month You can subscribe to the service by simply calling on our customer care number 321 and our customer service representative shall cater your instructions. The SMS/MMS service is available for both on-net and off-net numbers (service is not available for international SMS).

Subscription charges for Zoom Un-limited = Rs. 265.65 (Rs. 210 + TAX)

If customer wishes to get instructions about Zoom Packages then he would have to send Z to 7070 where the charges are Rs. 2.54 (Rs. 2 + Tax).

• Warid Mobile Games Customers are able to download games on their mobile with this service. The list of games is available at our website www.waridtel.com and downloaded according to the handset compatibility. The charges for this service vary according to the type of game selected along with the downloading charges (See GPRS- Page 11). However, the general charges applied for this service are Rs. 31.63 including taxes (Rs. 25 + Tax).

• GPRS Data Card Service: Customers will be able to use Warid GPRS via data card at their laptops after visiting the nearest business centre. The total charges for this service are Rs. 7500 and the necessary configuration will be done by business centre personnel accordingly. Customers will be provided with a Data card and a Warid SIM (Data number). The customer will have to choose a specific GPRS line rent packages (see GPRS- Page 10)

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Monthly Alerts Service: Customers can receive different alerts regarding horoscope, jokes, sports information at their numbers by subscribing to “My Alerts” option available in the Warid menu. The charges are Rs. 31.63 including taxes (Rs. 25 + Tax). • Breaking News Service: Customer can receive all the news headlines at their mobile numbers by subscribing to this service by sending a message BA to 1020. The charges are Rs. 31.63 (Rs. 25 + Tax). • Namaz Alerts: Customer can receive all the alerts prior to scheduled namaz timings at their mobile numbers by subscribing to this service by sending a message Namaz to 1020. The charges are Rs. 31.63 (Rs. 25 + Tax)

• Mobile Number Portability

Other cellular customer can get their number activated on Warid network by visiting the nearest Warid business centre. They will be charged Rs. 100 as the non-refundable activation fee and an in-active Warid SIM will be provided which will be activated after the respective cellular operator (Donor) sends an acceptance guarantee Similarly, a Warid customer can also get his/her number ported out for some other network by visiting the particular cellular network’s sale centre.

• Dual SIM: Warid Telecom has launched the facility of Dual SIM in Lahore, Karachi, Islamabad & Rawalpindi Business centers. The dual SIM allows the facility to have two different numbers on the same SIM (Line 1 and Line 2). The two numbers can be a combination of either two post paid packages or one post paid package and one prepaid package. The Primary number has to be post paid. Some of the salient features are as follows:

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The product is available only for existing Post-paid Subscribers. The Zahi Dual SIM Card offers two independent telephone numbers on single 64K Power SIM card in addition to Phone Book 500. Each of these telephone numbers is independent, i.e. calls made from line1 are charged to account line1 & calls made from line2, are charged to account 2. Both numbers share the same telephone list (up to 500 Numbers) and a library to save SMS (up to 50 messages). If one SIM is blocked on stolen, voluntary or any other blocking tag the other number would still be active. Switch Accounts: You can also setup switching options between the two accounts at your convenience through Warid Dual SIM Menu. The options are: ‘Switch & Divert’, ‘Switch Only’ or ‘Cancel Diverts’.

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Switch & Divert: This function switches accounts e.g from one Account to other account and diverts all voice calls from inactive number to active number e.g all voice call from inactive account will be diverted to active account. Switch Only: You can also switch from one account to another without call divert option from the Warid Dual SIM menu. Only mobile number will be switched and there will be no calls divert from inactive number to active number. Cancel Divert: You can cancel the call divert if you wish to do, through Warid Dual SIM menu. This option will deactivate all voice call diverts from inactive account to active account.

* Charges for Dual Sim are Rs. 100/- for purchasing and Rs. 50/- + Tax per month

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Zoom Talky: Voice SMS service through which message can be sent as recorded voice. Further details are mentioned in following: 1. No Pre-activation required 2. Charges for sending message applies to 76 paisas per 30 seconds including taxes (60 paisas + Tax) 3. It can be send on any network from Warid 4. For a Warid customer, no charges for listening to newly received Zoom Talky message for the first time, however, 76 paisas/ 30 seconds including taxes will be applicable afterwards. 5. The charges for sending an international talky message are Rs. 3.80 / 30 seconds including taxes (Rs. 3 +Tax) 6. Memory of up to 20 messages of 30 seconds length each 7. Messages can be stored up to 7 days How to send a Talky Message: 1. Dial * followed by recipient’s phone number (e.g. *0321XXXXXXX). 2. Follow voice prompts; record your message up to 30 seconds 3. Press end or hang-up to send the Talky Message. 4. Once Talky Message is sent‚ the recipient will receive a notification via SMS. How to Retrieve a Talky Message: Once off-net Talky Message is sent, the recipient will receive a notification via SMS. Following will be the text message: “Hi, I have sent you a Talky. To listen please dial 03224888888. For old messages dial 03224888884” 1. Dial *0* for all new messages (Follow voice prompts & retrieve your Talky messages) 2. Dial *1* for old messages (Follow voice prompts & retrieve your Talky messages)

The other cellular customers will be charged for listening to the recorded message according to their network rates. They will receive a respective number link in the message to be dialed for retrieval of messages.

• E-Billing Our prestigious postpaid customers can now enjoy this new convenient service by receiving their monthly invoice via email. The service classification along with charges is being provided below for reference:

• • •

Invoice Summary Only (Free of Cost ) Itemized Outgoing details (Free of Cost) Itemized Incoming/Outgoing details (Rs. 50 only)

For activation of service, you are requested to provide complete verification such as address, NIC number and phone address through the following channels:     

Call our customer care number 321 Send your request at [email protected] Subscription Flyer (sent along with invoice) and dual sided NIC copy at P.O. Box 3321, Lahore Subscription Flyer (sent along with invoice) and dual sided NIC copy at fax number (042)111-111-322 Subscription Flyer (sent along with invoice) and dual sided NIC copy at nearest Business Centre

• Song Dedication Service: Customers can dedicate songs to their friends & Family by dialing 1700 and following the voice prompts to record a voice message alongwith song. The charges for dialling this service are Rs. 12.65 per minute including taxes (Rs. 10 + Tax). Recipient will not be charged for listening to the call received from 1700.

• ZEM Free Minute: We are offering free minutes to our prepaid customers as well. The tariff plan to be followed is excatly as Zem 30 seconds. However, the added feature is that customer will daily receive 50 free minutes (On-Net) from 9:00 AM to 5:00 PM with a deduction of Rs. 18.98 (Rs. 15 plus tax). Activation Procedure: Send Zem2a to 5060 [SMS will be charged at Rs 12.65 (Rs. 10+ tax) ] ZEM FREE minutes with ZOOM The afore-mentioned package can also be activated with ZOOM UNLIMITED where the customer will get 50 On-net free minutes (between 9AM to 5PM) plus 250 SMS/MMS daily with a daily deduction of Rs. 25.30 (Rs. 20 + Tax).

Activation Procedure: Send Zem2u to 5060 [SMS will be charged at Rs. 12.65 (Rs.10+ tax)]

IVR Flows