BTRC to outsource services to handle complaints

Measure to ensure quality as number of complaints rising: Official

Bangladesh Telecommunication Regulatory Commission (BTRC) is planning to engage an external organisation to handle complaints regarding quality of telecommunication services in the country.
This measure will be taken to ensure the quality of service, as the BTRC itself does not have adequate manpower to handle the large number of complaints it receives, said BTRC Secretary M Sarwar Alam.
“The number of complaints being received is rising every day. But we don’t have so many people to handle these. We are thinking of outsourcing the service,” he said.
The BTRC had set-up an e-mail service in April and a telephone hot line in May to receive complaints from subscribers over services of mobile phone, PSTN and Broadband Wireless Access (BWA) operators. The process of introducing a short cord is also underway.
“We are giving importance to the complaints as we want to ensure quality service across the country. We are receiving complaints from subscribers regarding call drop, over charges by operators, low speed of internet and other problems,” said Sarwar Alam.
The commission published a guideline in March on quality of service and tariff where ensuring quality of service was emphasised.
Sixty-nine organisations are currently providing call-center services in the country, who are the members of Bangladesh Association of Call Center and Outsourcing (BACCO).
Statistics released by the BTRC until May shows that the number of mobile users stands at 125.971 million and the number of internet subscribers is 47.421 million.
Among the mobile operators, Grameenphone has 52.839 million subscribers, Banglalink has 32.104 million, Robi has 27,144 million, Airtel Bangladesh has 8.516 million, Citycell has 1.207 million and state owned Teletalk has 4.161 million subscribers.   
The number of mobile internet subscribers stands at 45.973 million and ISP and PSTN internet subscribers is 1.261 million till May.

 

BTRC to outsource services to handle complaints

Measure to ensure quality as number of complaints rising: Official

Bangladesh Telecommunication Regulatory Commission (BTRC) is planning to engage an external organisation to handle complaints regarding quality of telecommunication services in the country. This measure will be taken to ensure the quality of service, as the BTRC itself does not have adequate manpower to handle the large number of complaints it receives, said BTRC Secretary M Sarwar Alam. The number of complaints being received is rising every day. But we dont have so many people to handle these. We are thinking of outsourcing the service, he said. The BTRC had set-up an e-mail service in April and a telephone hot line in May to receive complaints from subscribers over services of mobile phone, PSTN and Broadband Wireless Access (BWA) operators. The process of introducing a short cord is also underway. We are giving importance to the complaints as we want to ensure quality service across the country. We are receiving complaints from subscribers regarding call drop, over charges by operators, low speed of internet and other problems, said Sarwar Alam. The commission published a guideline in March on quality of service and tariff where ensuring quality of service was emphasised. Sixty-nine organisations are currently providing call-center services in the country, who are the members of Bangladesh Association of Call Center and Outsourcing (BACCO). Statistics released by the BTRC until May shows that the number of mobile users stands at 125.971 million and the number of internet subscribers is 47.421 million. Among the mobile operators, Grameenphone has 52.839 million subscribers, Banglalink has 32.104 million, Robi has 27,144 million, Airtel Bangladesh has 8.516 million, Citycell has 1.207 million and state owned Teletalk has 4.161 million subscribers. The number of mobile internet subscribers stands at 45.973 million and ISP and PSTN internet subscribers is 1.261 million till May.