3.0 Customer Service Division at Grameenphone:
During the internship period I was assigned at Contact Center under Customer Service Division. This division has been formed to provide non stop customer service round the clock which will create a competitive advantage in the market place and enhance excellence in customer service through one stop solution. According to responsibilities of development, maintenance and implement strategies, policies and procedures in order to establish organizational capabilities to meet current and emerging business needs for the functional areas certain segments have been created which includes:
Contact Center’s Segments at a Glance
Consumer Segment: Deals specifically with the problem of Smile, GP Public Phone, Village Phone (Primarily Solved by Grameen Bank), Xplore.
Emerging Segment: Deals specifically with the problem of Bills Pay like electricity bill, gas bill etc. subscribers place complain at this segment over the phone or through facsimile and get one stop solution.
Corporate and Business Segment: Deals specifically with the problem of corporate subscribers like business solution and CORPORATE or SME subscribers.
Youth Segment: Deals specifically with the problem of Djuice subscribers and their different campaigns.
Resource Management: Tasks of this segment is divided mainly into four parts such as:
Forecasting and Planning: Forecasting the overall manpower needed for contact center for the coming month and allocate them according to divisional plan and strategy.
Monitoring and Real Time Management: Allocating manpower from segment to segment according to business need and monitoring whether allocation works effectively or not.
Reporting, Managing KPIs and Balance Scorecard: Main responsibilities are measuring KPIs of all employees of Contact Center, Balance Scorecard of each segment and prepare final result and update database accordingly each month.
IT and Systems Follow up: Maintaining...