University of Central Punjab

Assignment # 03

Name Asma Yasmin

Roll No J4F13MCOM0017

Subject Business Research Methods

Date February 10, 2015.

Topic Research Report

Submitted to

Mr. Mohsin Bukhari

University of Central Punjab

Research Report

Research Object

Ufone Telecom

Purpose of research

The purpose of this research is monitor and control the customer care facilities provided by UFONE.

We will try to find the answers of following questions.

1. Efficiency of customer care center.2. The size of customer care center.3. Quality of services provided by customer care center.4. Feedback of customer related to customer care center.

How research was carried out?

Customer care center

There are two types of customer care center provided by “ufone” to satisfy and solve the problems of their customers. We will make research in the both places to find out our results.

1. Franchises2. Call center

University of Central Punjab

Nature of research

We will visit the customer the customer care centers and will collect data by applying different techniques we will fill questioners, interview the workers and will observe the activities there.

Techniques in research

We will use the following techniques in research for collecting data.

1. Observation 2. Interview

Types of interviews

1. Walking interviews 2. Face to face interview

Techniques used in Franchise

In this research our priority is to monitor the customer care center as close as possible so we will visit customer care franchise personally and identify all the activities being done in franchise.

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University of Central Punjab

Being a complete observer we will observe the things and we will play the role of observer as participant to collect the data about feedback of customers.

We will find out the answer of following questions.

a. Number of employees working there.b. Time consumed in serving one customer.c. Staff attitude toward customer.d. Problems faced by employees and customer.e. Feedback of customersf. How much employees give satisfaction to customer.g. Environment.h. How much employees are honest toward job.

We will draw a conclusion based on the facts we obtain in our research.

Techniques used in Call center

Here being a complete observer we will place a phone call to call center to observer the services provided by company.

University of Central Punjab

We will personally visit the call centers to monitor all the activities being observer as participant. The purpose of our research will be revealed to the call center authority. They would allow us to judge the whole process to get our desired results.

1. No of call centers working in country.2. No of calls received in a day.3. Average time a customer need to wait to talk to representative.4. Average time to reply a customer.5. No of complaints solved per day.

With the help of all these research methods we can tell that how a customer care is provided by Jazz and if customers are satisfied with the quality of services provided by them.

Time required for research and obtaining results

All this process of research from collecting data to obtaining results by analyzing data will require one month.

Suggestions

In our recommendations we will try to address the problems and errors we concluded in our research.

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