1

CHAPTER 1
INTRODUCTION

This chapter is all about introduction of ZONG Gujranwala. First, the introduction of
telecom sector of Pakistan after that China Mobile Communication Corporation
(CMCC) and after that China Mobile Pakistan (CMPak). Afterward, ZONG’s vision
and mission and core values.
This chapter is about introducing all Zong Gujranwala. First, Pakistan, China Mobile China Mobile
Communications Corporation (CMCC) as the Pakistan telecom sector and the introduction of the (CM
Pak). Then, Zong vision and mission and core values.

1.1 Abbottabad customer service center

Customer Service Center, where I started my practice on June 16, 2016 to August 16,
which is located in Gujranwala Khayalli branch. CSC was working as a manager of
works and a financial officer, three CSR SI (off the student) and he was not the work
they are assigned.
Pakistan's telecom sector 1.2
Pakistan's services sector accounts for 53.3% of GDP. Transport, storage,
communication, finance and the sector by almost 30 per cent, and wholesale and
insurance account for 24% of retail trade. Pakistan information industry and as such
until the tax is trying to promote other industries, modern services via incentives.
In Pakistan, the mobile phone companies are as follows:

1. ink Mobil (Parents: Orascom Telecom, Egypt)

2. Ufone (Parents: PTCL / Etisalat, Pakistan / UAE)

3. Telenor (Parents: Telenor, Norway)

4. landing (Parent: Abu Dhabi Group / Singtel, UAE / Singapore)

5. Zong (parent: China Mobile, China)

3

1.3 History

Since liberalization, during the last four years, Pakistan Telecom has attracted more
than $ 9 billion in foreign investment sector. During 2007-08, Pakistan's
communications sector to foreign direct investment (FDI) the country directly
received $ 1.62 billion, 30% of total foreign investment.
Pakistan mobile industry is experiencing explosive growth. While trying hard to meet
the growing demand of players, there is still a huge amount as against the provision of
connectivity by mobile operating companies unmet demand in the country.
.

1.4 China Mobile Communications Corporation (CMCC)

China is the largest mobile telecommunications operator in the world. Each having a customer base,
route network of more than 300 million users, 700 million text messages and handles 250 million calls
every hour.
China Mobile is the only carrier that provides reliable uninterrupted coverage, tunnels, highways, inside
the elevators of sky scrapper and networks, Mount Everest.
China Mobile service products according to the individual needs of its large base of fans of the unique
features of excellence, and improve services revenue. Use hundreds of payment types / fees, the budget
has to choose a model based on the constraints and the nature of use.

The first foreign subsidiary of China Mobile, China Mobile Pakistan offer nationwide voice, data and
licensed to operate all value-added services. The fastest growing market in the wireless world, Pakistan
is an important region that is likely to provide an opportunity to expand, and understands their needs
have the opportunity to make the difference in increasing clients' lives and to appreciate quality and
service quality. Zong Pakistan is to attract the best resources from around the man and determined to
maintain. It is also a work environment for professional and personal needs of its employees provides
that the
4
5

China Mobile Pakistan (CMPak)

PAKTEL GSM immediately after gaining popularity all over the world, mobile
telephony network pioneer AMPS, changed the TDMA (digital) in 2003 which started
its commercial operation in Pakistan in November 1990 became AMPS technology
choices back / left TDMA. The main shareholder PAKTEL Millicom did Pakistan,
which held 98.86% of the equity PAKTEL, February 13, in the 2007 Millicom, which
has sold 88.86 percent of China Mobile Communications Corporation, PAKTEL Ltd.
which Pakistan has finalized the existence Millicom to shareholding. Shortly
afterwards, China Mobile Company purchased all the assets of PAKTEL, the new
administration seems committed to achieve and little slowly telecom tie the
promotional strategy in the market. Well for that, a forecast that Chinese products
because their prices are affordable and the population is mainly famous because 90
these levels of cost-conscious at low or medium% because in Pakistan in earnings,
Zong less time than their competitors, SMS, MMS and GPRS offers SMS rates,
mobile users are facilitated, especially among the young.
So far, the commission over US 700 $ million Telecom to invest in Pakistan and an
additional US $ 800 million by the end of 2008, investment in the sector.
With to meet Pakistan's growing market requirements and increasingly ambitious
plans to win customers demanding Pakistan, it will provide coverage, voice and data
services are unparalleled, and one of the options wide range of tariffs to choose from.
CME is the edge of the world's largest telecom service and expertise and experience
to make a commitment to high quality standards and customer relationships. CM Pak
carefully packaged VAS will benefit individuals, corporations, and small businesses
that apparel that offer this product. Led by a team of professionals in the field of
cellular communication, CME is determined to make the

Her mark in the Pakistani market and change the way people communicate.
1.6 ZONG Pakistan
China, one of the first international step, Zong touched the lives of all Pakistanis to
mobile!

We innovate and adapt to the rapid development of today's culture and encourage
people to encourage them to empower them. , Extending the arms keep covering all
angles without any connection anywhere in between. Affordable price and innovation
that sets us while using a different set of affordable and available services. Combining
6

modern facilities with other services of the state system, Zong mobile Internet
package can make good use of what is offered nowhere else in the country. This is
truly unique!
Zong new communication, support customer service trends and redefined the rules of
the game that provide unparalleled products.
Code 0314 0304 and after the introduction of the new codes 0312, 0313, 0315 and
mail order sales in Pakistan, 0332, are considering expanding Chinese mobile phones.
Introducing the slogan "Let's talk" and "Vice-Kah" campaigns began with the popular
printed materials and electronic media. Zong is the first international brand of China
Mobile Pakistan. Often referred to as China Mobile Pakistan Company. This is so that
people giving effect to any place in Pakistan can easily access that network coverage.
He will bring a change in their life, of the heart, will become part of the mind, but
wish it could be considered that even if things are there. Zong The main essence is to
make people free to communicate. Fee without worrying
, Network coverage, capacity problems, overloaded network e.t.c. Zong fun and will
provide our customers with innovative VAS and a wide variety of products and
services will empower them. We are privileged to be introducing pioneering country
with others to follow this brand.
7

1.7 Company Vision

“Make communication exciting.”

1.8 Company Mission

“To be the leading mobile Operator of Pakistan by continuously innovating and
offering exceptional quality services; to be a good corporate citizen and envoy of
friendship between China and Pakistan”.
1.9 Code of Commercial Practice
We are committed to providing our customers with an excellent service. This is only
possible if customers talk to us. We are open to criticism that helps us in our efforts to
appreciate the information from each client and suggestions, feedbacks and provide
better services.

1:10 Standard & service quality

We own license and PTA organized applicable law system based on quality service
possible by guarantee
The core business of customer service and we will try to ensure that customers meet
with loved ones at any time
We provide clear and strong advertising and communication with our customers for
their products and services
Industry standard customer service hotline global adhering
Sales services to customers when we do not use unfair trade practices
Computer users under the provisions of the Protection Regulations 2009
8

CHAPTER 2
PRODUCTS AND SERVICES

ZONG offers a wide range of new services to serve customers even better. Below is a
brief introduction of all these services.
 Postpaid
 Prepaid
 Other services and offers

2.0 Post paid

2.1 ZONG is an exciting news for postpaid customers, ZONG has introduced several new post-
pay packages and may have the most abundant features on the market. Currently, ZONG postpay
package comes with on-net and off-net free, unlimited SMS, 15 MB free GPRS quota, and so on. The
package is as follows:
2.2 • 100-line rent package
2.3 300-line rent package
2.4 600 line rent package
2.5 • 1200 line rent package
2.6 2000 line rent package
2.7 Once customers purchase postpaid SIMs, you can use the above packages. For postpaid
SIM, there is no default package customer, you select one of the above packages as needed and the rent
for the deposit line will be changed according to package and package.
2.2 Prepaid
When a customer purchase a prepaid SIM its default package is 80 paisa per 30
second but customer can avail any of the following packages:
 ZONG 65 package
 ZONG free package
 ZONG 12 any package
 ZONG Z20 package
 ZONG aik second package
9

2.2.1 ZONG 65 Package

ZONG 65 package offers its customer:
ZONG 65 offers call rate of 65 paisa per 30 second any time any network
2.2.1 ZONG Free Package
ZONG free package offers its customer:
 For the first time in Pakistan customer can make free calls for life
 Choose one favorite ZONG number and call from mid night to 7am-
absolutly free
 During break time, hours call all ZONG numbers at Rs.3.99 per hour from
noon to 2 pm
 Now customer can call up to 10 FNF numbers
 The free number can be modified once in a month
2.2.2 ZONG 12 Anny Package
2.2.3 All packages of ZONG 12 are offered to customers:
2.2.4  Calls or SMS with only 75 paisa on any network at any time
2.2.5  30-second billing
2.2.6  Talk about customer's preferred time (1 hour, R only). Customers in Pakistan for the first
time with 4.99 can change the time every day
2.2.7  Happy times need to be activated by customers. All actions / changes will be charged in
Rs. Five
2.2.8  FNF charge will be applied for 24 hours. Customers using Happy Hour will not be
charged the FNF fee at that time.
2.2.3 ZONG Z20 Package
The concept of behind this package is to promote the value of time and the
importance of “choti but zaroori baat”.
2.2.5 ZONG Aik Second Package

ZONG aik second package its customer:

Per second billing
Make call for just 4 paisa per second any network any time
Call five FNF numbers for just 2 paisa per second
10

2.3 Other Services and Offers

ZONG has always provided its customer with the best offers and services some of
them are given below:

BTO1

LNO2

LBC3

FNF
 Happy hour
 Number of super free
Teleconference
SMS5 package
Package GPRS 6
Offer of value of Ramzan's value
 E-care
➢ Missed call notification
 Dial Tune
 Providing ZONG Mobile
Blackberry Special Offer Offer
 Call forwarding
1 Break provided
2 Late night application
3 Location Based Billing
4 Friends and family
5 Short Message Service
6 General Packet Radio Service
7 Please reserve your number

2.3.0 Break Time Offer (BTO)

11

Any number of times Zong break from noon to 4 pm Fri 2 pm that offer phone Zong
Rs.3.99, and. This offer is free package Zong.

2.3.2 Night Offer (LNO)

Zong offers now 7 o'clock at night @ the call center offers night. 3.99 per hour. This
offer is free package Zong.

2.3.3 Place charging base (LBC)

Zong Zong efforts are now providing our customers with the best offers and services
and to continue to bring LBC. LBC free calls to more than 40 cities in Zong Zong
customer through which you can enjoy @ Rs. 7 plus tax per day.

2.3.4 FNF (FNF)

Zong customers special rates for friends and family members of FNF package does
include almost all prepaid and postpaid.

2.3.5 Happy Hour

Zong in rupiah, talk a whole hour happy hour customer empathy hourly Brigs. 4.99
for the first hour and Pakistan can change each client.

2.3.6 Super-free number

ZONGS client the opportunity to talk with a number of free @ 499 per month. + Tax.

8 Mobile Number Portability

9 Student Entrepreneur Program

2.3.7 Conference Call

12

Five members can communicate with each other in a while brings Zong conference
call customer service. Now active on all prepaid and postpaid numbers.
2.3.8 SMS Packages
Had now introduced Zong SMS bundle @ Rs innovative and competitive. 2.5 Each
day the tax. New unlimited SMS bundle offer:

2.3.9 GPRS Packages

Please be updated that now ZONG have a new and exciting GPRS packages for
ZONG customers.
Packages are as follows:
 Hourly package(Time Based Package)
 Monthly packages- for prepaid user
 GB10 bundle
 GB bundle
2.3.10 Ramzan Value Time Offer

By subscribing to ZONG’s Ramzan value time offer, all ZONG customers can avail
lowest call rates from 1st – 29th Ramzan.
By subscribing to ZONG’s Ramzan value time offer, all ZONG customers can avail
on net call rates of 2.99/hour.
13

2.3.11 E-Care
No need to walk into a Customer Support Center or make a call to get such
modifications done. Our customers now have this facility in the comfort of their
homes and offices. Through Prepaid e-Care, customers can enjoy the following
features online:
Web Portal Activation / Subscription:
 SMS bundle
 GPRS
11

 Call/SMS Block
 FnF
12

 BYN
13

Queries like:
 Customer information query
 Recharge history
 Call record
Change requests like:
 Package change
 Change FnF
 Change call forwarding

2.3.12 Missed Call Alert

No is miss call now, ZONG brings miss cal alerts for its customers. A message will be
sent to customer that this number called to customer if customer phone is:
 Busy
 Not answered
 Out of reaches
14

2.3.13 Dial Tun

Customer’s friends and family or anyone who call customer will listen to the song of
customer’s choice. ZONG brings dial tune facility for its valuable customers. Just dial
230 to activate this service.
2.3.14 ZONG Mobile Offer
ZONG has offered bundled offers to mobile phones, launched five mobile phones, strengthened sales,
and provided flexible offerings to valuable subscribers. ZONG, a huge sales company released a touch
screen phone with various functions
N 281
ZONG is all set to shake the telecom industry with its startling new Touch Screen
phone being offered at an unbelievable price. Along with this splendid Touch Screen
handset and high-quality camera, customer will also get an incredible bundle deal of
free GPRS and balance to make calls and SMS to any network in Pakistan.
Handset Features
Touch Screen
2 MP Camera
EDGE Support
FM Radio
20MB Internal Memory
Micro SD card Supported

8 Pre-Loaded Bookmarks (which include Facebook, Gmail, Google, CricInfo,

ZONG, Wikipedia, Yahoo)

ZONG Music Hot Key for one touch access to ZONG Music IVR14
Product Pricing

14
Interactive Voice Responses
15

 Handset with new ZONG SIM: Rs. 4,199/-

 Rs. 300 worth of airtime divided over 3 months (Rs. 100/month); the balance
is valid for on-net calls, off-net calls and SMS
 6MB of free GPRS each month for 3 months.

G 2201
Following the immense success of ZONG previous affordable handset offers,
company is back with another handset deal with the latest affordable handset offer
that is bound to catch customer interest and attention. The stylish and affordable G
2201 handset coupled with an amazing bundle offer from ZONG.
Handset Features
 FM Radio
 Torch
Product Pricing
 Handset Free Resources:
 1000 minutes (on-net)
 1000 SMS (any network)
 2MB worth of GPRS free
 Validity of free resources: 15 days
R 231

The R 231 sleek and stylish design along with its music related functionalities is a
truly appealing blend. The trendy handset is pack with numerous features and a
remarkable bundle offer of free calls and SMS to any network in Pakistan.
Handset Features
 2MP Camera
 EDGE Support
 FM Radio

Product Pricing
 Handset with new ZONG SIM: Rs. 2,599/-
 Rs 225/- FOC balance divided over 3 months (Rs 75/month); the balance is
valid for on-net calls, off-net calls and SMS
 6MB free GPRS each month for 3 months
16

R 221
The stylish R-221 is an amazing handset packed with a camera, FM Radio, Torch and
GPRS. Its classy look and features will definitely appeal to customer. Along with this
GPRS, enabled handset customer will also get a remarkable bundle offer of free
GPRS, Calls and SMS to any network in Pakistan.

Handset Features
 0.3 MP Camera
 GPRS
 FM Radio
 Torch
Product Pricing
 Handset with new ZONG SIM: Rs. 1,599/-
 Rs 150/- free balance divided over 3 months (Rs 50/- per month); valid for on-
net calls, off-net calls and SMS
 6MB of free GPRS each month for 3 months
Z 100
Considering the immense success of previous handset offers, ZONG is back with
another handset deal with the latest handset on the offer that is bound to catch
customers' interest. The new stylish handset comes with 1000 free minutes and 1000
free sms but that is not all, among a number of features ZONG is now offering the
handset in two different colors to provide the valued customers with the choice as per
their preference.
17

Product Pricing
 Handset Free Resources:
 1000 minutes (on-net)
 1000 SMS (any network)
 Validity of free resources: 15 days
2.3.15 BlackBerry Special Discount Offer
Zong market continues to bring new and exciting products and promos. Blackberry
has introduced the wonderful world of BlackBerry services in the access to the
discount offer is another feather in the cap Zong.
Call forwarding
Another exciting and innovative customer service by Zong customers can now call
the incoming calls to another number:
• Busy
• Do not answer
• Out of reach
• Do not answer
Book your place (Byn)
Your service is the number of potential customers who can check their favorite
numbers provide self-site visit to the customer. The number of bookings for the
customer's doorstep.
18

Call waiting
Never miss a call, call customer service brings Zong waiting. With this service
customers will not miss any important calls.
Zong offer electric 03/02/19
The energy peak loads on the electricity spilling and the height is correct, it provides
you with Zong from Bijli. These consumers will call you at a time just because, is
what you want in these times.
Modern campaigns Zong prepaid electricity all new customers every day offers an
opportunity for UPS, generators, fans, automatic data drawn daily to win hundreds of
rechargeable Rechargeable and light scenes.
03/02/20 fone to offer high Zong
Now just keep customer phone and prizes like free text, free minutes (on-net), cars
and win a lot.
Zong Family Pack
Now with Zong Family Pack, customers can call three numbers and their families
without having to worry about additional fees. However, free calls, not all numbers
called Zong, but for a group of three men could be friends, clients and families.
03/02/22 audio package
Zong introduce voice packets. Customers can also get more time at low cost.
Rose accused 2.3.23
Zong Bara wanting to recharge and launched a campaign to reward each time to
regain balance. Zong prepaid recharge Bara is the perfect solution for users. Prepaid
amount of users immediately free of charge, they are also guaranteed proportional
Filling his balance.
Block unwanted calls and SMS
Zong offers an interesting service. Customers can block calls and SMS. Therefore,
freedom of ambitious personalities.

Mobile Number Portability (MNP)

19

There are other wireless networks of Zong, customers and clients, family members
and friends can port Zong with this new offering. They all can keep their current
numbers and pass code and the network will be able to enjoy Zong Zong and superb
service.
Mobile Music Channel
Pakistan introduced for the first time to find Zong SMS. The customer can ask the
customer to choose the song.
unlimited free number
Zong Zong seek free package offer free unlimited number of Zong. Now unlimited
calls to a specified number.
2.3.27 Unlimited Free Number
ZONG offer unlimited ZONG free numbers to the subscribers of ZONG FREE
package. Now call on a specific number unlimitedly.
2.3.28 ZONG Weekly Infotainment
“ZONG has launched a Weekly Infotainment bundle. Customer can now obtain three
different infotainment services at the same time on a weekly basis.
For the first time in Pakistan, ZONG established a specific learning facility for
students to stop by the market, to investigate themselves and sell themselves at their
own PR. This activity also benefits students. Just obtain a customer who is registered
as a SE on ZONG's CSC anywhere in Pakistan and get the opportunity to earn profits
with sales experience.
In addition, I think that it is best for marketing students to have opportunities to work
with the best known companies, and working with telecom companies that have a
huge future in the country is a great job.
2.3.30 ZONG USB
ZONG finally started high speed wireless broadband service in major cities of
Pakistan. This service is available on USB sticks supported by embedded SIM with
EDGE / GPRS enabled. After purchasing SIM, you need to plug in USB of USB port.
Basic procedures and settings are necessary. You can access the Internet on the go.
Price Rs. 8,000 / unlimited GPRS package Rs. 400 / month + tax.”
20
21

CHAPTER 3
BUSINESS OPERATIONS
Third chapter of this report is devoted to the business operations of ZONG. In this
chapter, first departmental structure of ZONG CSC department is discussed and
structure of CSC Abbottabad describe in this chapter.
22

CSC
Manager

CSR CSR CSR Finance Officer

(Value Added (Prepaid (Postpaid
Services) Information) Information)

In CSC15 Abbottabad one CSC manager which have all the responsibility of CSC and

under CSC manager three CSR are working all CSR16 are assigned different works
like value added services, prepaid, postpaid and other works and one finance manager
is also working there.
3.1 Customer Services Centers
Mission of Customer Service Center
“To realize the perceived value of the customers and build higher expectations
through excellence in service”
Customer Services department exists to serve customer. Any queries customer may
have about getting a connection, account information, coverage details, information
about their franchises, value added services, SMS information, anything at all
customer that customer want to know about them and their services.

3.2 Customer Service Center of Gujranwala

I did my internship in Customer Service Center Gujranwala from 16 June to 16 Aug,

There is one CSC manager, Three CSR officers and one finance officer working. I
was working there as Internee.
15
Customer service center
16
Customer service Representative

20
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CHAPTER 4
SALES & MARKETING STRATEGY
4.1 Marketing Department
Mission Statement
“ZONG marketing department will become the best marketing department of the
industry in terms of adding values to their brand name, improving the image of the
organization, increase in sales, with quality of people and team spirit to lead toward
the goals.”
4.2 Sales and Distribution Department
Mission Statement
“To maximize the number of revenue generating subscribers by efficiently planning
and executing policies and operations related to product visibility and availability.”
Distribution ZONG purchases equipment from four companies ZTE, Ericsson, Alcatel
and Hawaii, these are the venders, and operator of ZONG distributors and franchises,
CCSC17 and different outlets, ZONG has CCSC and 100,000 different outlets in
Pakistan.
4.3 Marketing Mix
"Marketing Mix" is set of correlated tools that work together to achieve company’s
objectives, they are:
 Product
 Price
 Promotion
 Place
4.3.0 Product
The company offers a product means, and Zong customers to offer their products and
services. Zong is offering the following services:

17 customer service centers

• postpaid packages
• Prepaid Packages
24

• services and other services

Contract packages businessmen and Zong many other rent 100 line, 300 line rental,
line rental 600, line rental typically are offering postpaid packages like the 1200 and
2000 line by lease on. Prepaid packages that provide low-grade and secondary
education prepaid Zong also very interesting services, 12 Anny, 65 free offer several
packages as money grow and AIK second package and set the call during the bid the
alert discounts time, offers mind, E-CARE, happy hours and many more exciting
offers and postpaid products and Zong BlackBerry handsets like the dial.
4.3.2 Price
A low cost offering products and services Penetration prices Zong order Zong is used
to determine, for all packages (postpaid and prepaid) are also very low cost and other
value-added services Costs. Some of them are free of such costs:
• Missed Call Alert
• E-Care
• MNP18
• Conference Call
• The SMS subscription packages

Ufone is accused of giving to our customers, package Youth charge rate per hour with
the client, but Zong local base tariff called a package to our customers customer data
at a time and then all day free provides.
Zong also package prices, the use of mobile voice and SMS packages as packages.
4.3.3 Promotion
In many ways, such as Zong, in promoting their products and services:
• Print Media

18 Mobile Number Portability

22

• Tables
• TV Commercials
• Mobile Promotions
• Local cable
25

• Internet

Tables are used across the country. Zong more TV ads are encouraging. Multan and
Lahore, as in mobile promotions when trucks and buses decorated with the logos and
advertisements around LBC19 Zong. Websites, Zong Zong offerings and promote
your package and its commercial website www.ZONG.com.pk. Is
4.3.4 Country
Location means that a company can get a customer or a company's products as made
to our customers. Zong is achieved for its customers in the following ways:
• Franchises
• Customer service centers
• Retailers
• through student entrepreneurs
There are franchises and customer service centers are Zong clients and customers can
find products and services from vendors and business students.
4.4 Competitive strategies: differentiation
Differentiation is how the product of discrimination, consumer products, competitors
and customers is different from what can be done in many ways, differentiation, cost,
and many others, this difference to a factor company Zong has to be a major success
and an important success factor having low rates and quality services. Zong offers
quality products and services at low cost.
4.5 Business Process Analysis
Customer Service Center Process

19
Location base charging

23
26

CSR20 greets customer and ask what he/she can do for them:

4.5.1 Prepaid Sale

For the sale of prepaid connection, the following steps are required:
• CSR prepaid customers receive the required application documents to be, and
endorsed by the customer parameter validation.
• The customer is required to provide CSR CNIC21.
• If the client through CSR BOSS system22 control is already 10 subscriptions.
• CSR is CSAF CSAF23 fills and signed by the consumer.
• copies of customer and client finance and the CSR arm to guide him / her to oppose
money.
• to hand over the cash paid and the client cache copies and stamped marks on the
SIM card and the customer client.
• Calls to 789 for SIM activation and validation owned by that customer PTA24.
4.5.1 Book your place
The customer / her walks in the reservation number. The measures necessary for the
following:
• inform customers about the value of CSR Byn.
• purchased CSR confirms MSIDN25.
• Ask the customer to provide CSR CNIC.
• Check CSR through the BOSS system.
• CSR portal check the availability in Byn.
• Access application Byn CSR Portal
Customer Service Representative 20
21 NIC computer
Activity-Based Systems 22
Cellular Service Agreement Form 23
24 Pakistan Telecommunication Authority
Dial the number 25 position

Handset sales process

Customer measures necessary to buy the handset moves
Act on:
CSR mobile transactions will guide customers to bundle.
 27

• If the client agrees, the customer will ask for CSR to select the final inventory of
Msida.
• CSR verification confirmed customers.
• ask customers to fill CSR CSAF.
• CSR funds to meet the customer's payment and handset.
• BOSS system performs financial officer.
• Associated Msida finance officer with 26 IMEI system in boss's hands.
• Finance Officers bass record transactions in the system.
• cashier accessory handset (handset charger warranty card) will ask the customer to
open the packaging to see if it is complete.
• Financial Officer receives a guaranteed customer card, sign it and then the warranty
card, mobile phone and consumer customers signed up a copy of the hand.

Customer card shows the steps necessary to follow his /, as follows:

• CSR parameters verified by the verification client.
• inform customers about charges for SIM replacement CSR (if any).
• Provides a copy of CSF27 CSR are filled and signed by the customer and the ID
card.
• SIM replacement process CSR boss.
• Client copy and CSR hand to guide the customer to the cash counter and consumer
finance.

26 International Mobile Identity

Customer service forms 27
25

• CSF and payment is by cash customers copies.

• Treasurer record transfer BOSS.
• Hands should be ashamed SIM28 customer and invoice payment.
• CSF in the data warehouse for CSR fulfillment.
4.5 ZONG Intranet
ZONG intranet is software program which have each and everything in it about
ZONG and this can be opened only in the arena of CSS. Loaded with everything this
is very useful thing for CSR and other employee.
4.7 Knowledge Base System (KBS)
28

This is also software program, which is loaded with all the activities and other
information like:

Products and services

 Basic VAS29


New VAS

Retailer information

789 activation and deactivation SIM

668 campaign

Office timings
And many more.

4.8 Complaint Management System

In this section, CSR can record or resolve the complaints of customer and their own
issues regarding their work like:
 IT issues
 Process issues
 Query and log

Managing configurations

26
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4.9 CRM System

CRM system30 where from CSR can login the system and do his work or duties.

4.10 Business Process Management

A web-based program through which employees of CSC can generate or initiate
requests like:
 Announcements
 ID card request
 IT equipment’s
 IT requests
 Leave application
 Visiting
card
request
and more
other
requests.
4.10 Learning as a student internee
I discussed all about my duties during internship. Accomplishments, new knowledge
gained during exercise of practical life, problems encountered in the way of
completion targets. In the end of chapter, I discussed about experience, how this
experience affect my career.
4.12 My Duties During Internship
In internship, I was assigned outdoor duties that include:
 Selling SIMs of ZONG (telesales activities)
 Selling miniload (Top Up)
4.12 Details of My Duties
4.13.1 For Top up (Selling Mini Load)
From ZONG telesales SIM Go to ZONG menu select E-TOP from menu:

30
Customer relationship management system
31
Mobile number portability
30

To recharge a number
 Retail charging

 New charging now

 Enter service password

 Phone number without zero e.g.(31xxxxxxxx)

Enter amount which customer want to
transfer
 Number recharged.
 To check customer top up balance
 Choose balance query
4.13.2 To Pair A Number, Active A Number
Go to ZONG menu from telesales SIM and select Telesales from menu
and: Select special number choice (to check that number is available or not)
 Exact number
 Number start with
o Number ends
with o Number
contain
If customer desired number is available, customer will receive a message as
(31xxxxxxxx)
4.13.3 Binding The Number
My first book Telesales to count again and make a reservation NUMBER menu:
Enter the number of words earlier. Message Count <31xxxxxxxx> reservation will be
OK. HLR <X> The use of [HLR O6] SIM activation.
Choose the desired number of cases going back to the menu Telesales NUMBER
activation type:
• MSISDN (the number of which was booked in advance)
• (customer name) Name
• Address (customer address)

In a tie, there will come a message:

31

Bind successful. Zong Welcome

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4.15 Application of Classroom Learning In Organization

4.16 Since I am a commerce student, I will learn everything about business with
this. How is the business carried out? How is the policy created? How does the
management make decisions? In the above question, we learn many themes such as
management, marketing, management finance, personnel management, organizational
behavior, management and management, so what we learn in our classes has some
form of practical meaning I have it inside. However, as ZONG is mostly based on the
organizational behavior of marketing, management and customer service centers, it is
actually about management, marketing and organizational behavior of how it is
implemented within the organization It is revealed.
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5.1.3 Opportunities of ZONG Customer Service Center

5.1.3 Opportunity is defined as the positive trend in the external organization. In my
opinion, the following are some of the opportunities ZONG Customer Service Center.
5.1.4 • If the activities of outdoor activities for the management of CSC (to establish
an external kiosk) you can, can increase sales of this CSC.
5.1.5 • SE34 is for customers to get information on the go, it is very suitable for this
CSC.
5.1.6 • experience for China Mobile network is rich, by ZONG has a superior
wireless technology, ZONG will introduce new products, such as preparing
television. ZTE, Alcatel, Hawaii, etc.
5.1.7 Threats of ZONG Customer Service Center
Threat is defined as the negative trends in
the environment of the organization.
as I
Some of the threat of Customer Service
Center ZONG are as follows.
• The competition is the biggest threat to
any company. Warid here,
or ink Mobil, Ufone, Telenor as CSC, is the
biggest threat to Zong CSC.
• the TMA35 policy, also threatened when
working in the field. When the CSC staff
Abbottabad want to do outdoor activities,
there is a need to obtain an NOC from the
TMA Abbottabad, Abbottabad TMA has its
limit.
• Another threat, according to the rules of
PTA36, is that you can switch to a different
mobile network believed to be reliable.
Customers of the feet of the Abbott data
Bird, dissatisfaction problem fall and the
calling signal is out of ZONG.
• interesting best package example of
competitors is Ufone.
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5.2 PEST Analysis

In order to survive and remain profitable in today’s competitive marketplace, ZONG
need to be able to react and adapt to changes in the external environment and ideally
be proactive in impacting these forces. External environment factors can be classified
into five general categories: competitive, social/cultural, legal, economic, political,
and technological.
5.2.1 Political Factors
Insecurity Policy
Pakistan is facing political turmoil that make the risk of the communications industry,
China and China and is a very strong relationship with Pakistan, political factors will
not affect too much ozone.
Relaxation of regulations
Telecommunications efficient telecommunications Pakistan and highly transparent
region, has been able to rapid deregulation. The government of Pakistan has given the
industry's position in the field of telecommunications Pakistan.
Change the tax rate of the tax law is the tax rate of the everyday government increased
by 19.5%.
5.2.2 Economic Factors
Department Communication Product gross Pakistan interior, which represents about 2
percent share of the gross domestic product (GDP).
The average revenue per user (ARPU)
The average revenue per user is decreasing. For ZONG started in the same conditions,
which have no effect on valid values Zong.
The reduction in the value of money
Decrease in the value of the rupee against the dollar, a decrease in interconnection
rates, and low price rate has led to an overall decline in ARPU in dollars. Capital
outflows: the confusion of the economy due to the deterioration of security in Pakistan
is underway, with a greater outflow of capital in the country.
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5.2.3 Social factors

While the marketing strategy of the company expands, the strategy based on the needs
of the people, to take into account a number of factors, such as culture and society.
The culture of research is to understand the behavior of consumers, which helps
companies improve the marketing strategy. ZONG've did a great job in this
perspective. Before entering the market, which has conducted extensive research on
consumer behavior.
5.2.4 Technological Factors
technological development
The companies not only extend to invest in infrastructure, you may want to update the
existing structure. Competitive Zong focuses on value-added services.
advancement of technology
Currently, all companies multimedia messaging services (MMS), General Packet
Radio Service (GPRS), virtual private network (VPN), pocket stock, conference call,
wallpaper animation polyphonic ring tone paper film (WAP) Price.
technical developments
It has affected the evolution of the network, known technology trends, shows that the
cost of the call is insensitive to the distance. The modularity of the network is
growing. The transition from one network to another is very simple. geographic limit
is independent of the emerging technologies. The intelligence and functionality is
moving away from headquarters.
In such a situation, competition from competitors is very strong. ZONG has made
progress in technology.
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Conclusion

ZONG, the other companies or very slow growth in the current market position of
Pakistan, which is the reduction in market share, has a strong financial position, we
are growing very fast. As you can see in ZONG by 3% market share analysis of
market growth, in December 2011 from December 2010. Since ZONG is a new brand
on the market, it is a great result for ZONG. ZONG is, thanks to the best package of
pre-payment and the best SMS package, as it has become the preferred brand of
young people, can become a market leader within a few years later, at the earliest.
Other media companies, in particular Ufone is like to know that you are providing
increasingly face the package to the customer, we have to provide more focus on
customer product of it, even ZONG. ZONG is the best proposal to become a preferred
brand of telecommunications clients, which must be equipped with a low-cost
package as ZONG GPRS GPRS. Free package that includes ZONG daily rate takes
into account that improving and ZONG ZONG is desirable. Please increase your sales
and use more of the promotional campaign.
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Suggestions and Recommendations

After an internship with ZONG, because I found some deficiencies in ZONG,
proposing the following elements in ZONG:
clarity and voice call of cut is a serious problem of ZONG. This problem can be
solved by installing a new reinforcement in different fields. Youth and focused on
taking a fresh and healthy human resources, after the employee has received a good
education than new employees because human resources is an asset of the company,
you need to train employees there.
Mobile ZONG, so you must use a strategy to provide spare parts for ZONG mobile
market, customers, and ensuring the most reliable China Mobiruzu can be repaired
mobile customers after this step we will.
China Mobile has enormous experience of the operation of the network in the same
alpine region of China itself. Therefore, to cover the northern ZONG (CM Pak) of
Pakistan, it is the ability to get a good picture, which is visible in the eyes of potential
users that the current user, ZONG is able to cover the Chinese border in the highway
Karakoram, which can play an important role during the journey from the border.
To expand the market share of the company in order to obtain the most faithful,
ZONG is a problem with the signal coming from a mobile phone company over
existing broadband company (, a leading provider of broadband customers without
wires), you can gain a competitive edge in order to provide the company with this
facility.
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