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Pakistan Telecommunication Company Limited (PTCL) is the largest
telecommunication company in Pakistan. This company provides telephony
services to the nation and still holds the status of backbone for country's
telecommunication infrastructure, despite arrival of a dozen other telecoms
including telecom giants like Telenor and China Mobile. The company consists of
around 2000 telephone exchanges across country providing largest fixed line
network. GSM, CDMA and Internet are other resources of PTCL, making it a
gigantic organization. The Government of Pakistan sold 26% shares and control of
the company to Etisalat in 2006. The Government of Pakistan retained 62% of the
shares while the remaining 12% are held by the general public.
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c 01947 Posts & Telegraph Dept established
c 01961 Pakistan Telegraph & Telephone Dep¶t.
c 01990-91 Pakistan Telecom Corporation.
c 01995 about 5% of PTC assets transferred to PTA, FAB & NTC.
c 01996 PTCL Formed listed on all Stock Exchanges of Pakistan.
c 01998 Mobile (Ufone)& Internet(PakNet)subsidiaries established.
c 02000 Telecom Policy Finalized.
c 02003 Telecom Deregulation Policy Announced.
c 02006 Etisalat Takes Over PTCL's management.

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c SERVICES FOR CONSUMERSc
These customers are households, and the nature of connection that installed
at home according to it and charges are charged from them according to
domestic level.

c SERVICES FOR CORPORATE CUSTOMERS

These are business customers such as organization, firms, institution, public
call office, etc. different package are given according to the nature and size
of organization.

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Pakistan Telecommunication Company Limited not only Provides Conventional
telephone facilities, it also offers optical fiber services to the private sector. We
will briefly discuss below the product lines being offered by the PTCL. Basically
PTCL Divide their services into two parts.

1.c Services for consumers

2.c Services for corporate customers


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These services are basically for the common users (Individual/home users) those
use Telephone in their home/work place and they are basically non business users.

NEW TELEPHONE CONNECTIONS:

As mentioned earlier, PTCL is presently the only telecom company, who provided
fixed-line telephony in the country. So whenever, any Private business concern or
any individual needs a new telephone connection for provision of telephone
service.

BROADBAND PAKISTAN:
It is the largest DSL Internet Service in Pakistan offered by PTCL. Both to house
holds and corporate available in almost all the Pakistan.

PTCL SMART T.V:

PTCL SMART TVcUsing its state of the art Broadband network, PTCL entered the
media sector on 14th August 2008, by launching a digital interactive television
service for the first time in Pakistan. Employing the IPTV (Internet Protocol TV)
technology, PTCL brought Pakistan in the list of a few countries across the globe
that offers this state of the art interactive TV service to its subscribers.

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BROADBAND WiFi:

PTCL has launched a Broadband WiFi Service to its fixed line Broadband that
gives users the access to use broadband service any where with in a house.

˜c Pakistan¶s fastest broadband service with in house WiFi facility

˜c Multiple people can access high speed broadband at the same time on a single
broadband connection.
˜c Secure, password enabled protection to avoid any misuse
˜c Broadband connectivity with all WiFi enabled devices including, Desktops,
laptops, PSP and cell phones etc.
˜c Strong WiFi signal up to 54Mbps

EVO Wireless Broadband:

PTCL EVO is Pakistan¶s fastest 3G Wireless Broadband internet which offers its
customers ± ³superior 3G internet experience´. With flexibility to roam freely like
never before, in 99 cities Nationwide, Evo Wireless Broadband is enabling the
wireless broadband revolution in Pakistan in its true sense.
So whether you are Going on a field trip, business trip or a family reunion ±
downloading a song, an image rich presentation or the latest episode of your
favorite tv show ± with PTCL EVO, we let you spend less time waiting and more
time working and visiting your favorite web sites, anywhere anytime you want.
Just plug and play or work at home, in the office or anywhere in between with the
unsurpassed & amazing speed of up to 3.1Mbps, backed by the country¶s largest
Wireless service provider; experience the evolution of broadband revolution at its
best.

VALUE ADDED SERVICES:

˜c CLI (Caller¶s Line Identification)Caller Line Identification (CLI): Calling

line Identification (CLI) allow customers to identify the caller before picking

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up the phone receiver. To subscribe to CLI services, a customer needs a
telephone set with display capability or a CLI device attached to the phone.
˜c E-BILL PAYMENT
Billing system is a part of customer services so providing connivance to its
valuable customers PTCL launched a new billing service which is available
through ³ PTCL Calling Card´ This is another service from PTCL. This
service is basically providing Billing solutions for the users.
˜c DIGITAL FACILITIES:
åc PTCL offers a variety of features to digital exchange customers like:-
åc Hotline
åc Abbreviated Dialing.
åc Call Waiting
åc Don¶t Disturb
åc Call Transfer on (a) Busy (b) No Reply (c) Immediate
åc Wake up call
åc Absent Subscriber
åc Code Barring

˜c PREPAYMENT TELEPHONY SERVICES (PPT)With the changing trends

most telecoms are diversifying their services towards Prepaid solutions .one
of such modern era telecommunication service is Prepayment Tele Phone
(PPT).It provides the facility to subscriber to load a prepayment Telephony
card against their telephone number there by generating an account on I/N
platform and any call made from that telephone will be charged to this
account. The service will provide state of art technological facilities to the
subscribers.

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cPTCL is striving hard to facilitate its valued corporate customers at each level of
service. PTCL offers a host of unmatched services to suite the needs of the
Corporate Customers. The list of Corporate Services is given as under. For more
information regarding any of the following services, PTCL can be connected.

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UAN (Universal Access Number) service is ideal for organizations Engaged in

marketing of products or services. Here is a list of business who can avail UAN
Service.

Banks Insurance

Newspapers Credit Card Companies

Airlines Travel

Hotels Courier Services

Shipping Lines Utility Services

Fast Food Outlets Trading Companies

Consumer Products Stock Brokers Companies

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With PTCL Messaging Service, you can have all for (or Desired) calls recorded
when you are absent, busy on phone or do not want to attend the calls for any

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reason. You can, later on at your convenience, retrieve all recorded messages from
any telephone any where in the country .Security of message is ensured against
eavesdropping through subscriber controlled password.

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Vfone is the fixed wireless connection to supplement your voice needs not only in
the metropolitan area offices but also small branch offices in villages and rural
areas. You can now supplement your telephony requirements through Vfone
connections in areas where standard phone lines are scarce. Multiple Vfone
connections can be integrated with your office PBX to meet your growing
telephony requirements.
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The rise of Internet, Intranet and Web-based technologies has made the data center
more strategic than ever, improving productivity, enhancing business processes,
and accelerating change. Data centers are the strategic focus of IT efforts to protect
optimize and grow the business. PTCL Data Center offers strategies that enable
your business to respond to industry trends and prepare for the future which
reduces the total cost of ownership by introducing a new and innovative
architecture.
PTCL Tier 3+ Data Centers helps you to virtualize system, storage, and network
resources to reduce the number of systems you need to manage, while increasing
asset utilization. Our Data Center solution allows businesses to protect critical
applications and confidential data, enhance data center operational efficiencies, and
rapidly create new secure application environments to support new business
processes.
PTCL Data Centers is an ideal choice for companies who want the flexibility to
relocate their data center capacity as their business demands.
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PTCL VMS is designed for those who do not want to miss a call or Fax because
that can be beneficial .Great for anyone owning a telephone or Fax, at home or
business .Much more powerful and flexible than answering machine due to
Message options available in your voice mail system.
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PTCL MESSAGING PLUS is designed for small and medium business enterprises
having problems with managing telephone message.
PTCL MESSAGING PLUS will definitely handle these problems for you.
Advanced messaging features save time, make you truly mobile and increase
productivity .Essential for time-conscious executives, frequent travelers and
Professional groups.

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Pakistan Telecommunication Company has taken land mark decision to establish
co-location centers throughout the country.
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This service is basically for telecom data and I.T companies. These companies will
install their equipment directly in PTCL premises in ready fitted environment. The
primary purpose is to provide a number of resilient and centralized connection and
control facilities in which co-location center¶s communication can be located.

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PTCL is using following components of promotional mix for the promotion and
Publicity of its product/services.

ADVERTISING:
In promotional mix, PTCL¶s main stress is on advertising in print and electronic
media .PTCL periodically places its advertisements in print media on services like
³H/Qs hotline0800-44544´, ³Caller line identification (CLI)´, ³Voice Messaging
Service´, ³Digital Facilities´, ³PTCL Prepaid Calling Cards´, ³Inquiry 1217´,
³Complaint 1218´, phone bill cards prepaid telephone etc. to remind the customers
of these services. Sometimes, corporate ads are also released to print media to
mark special occasions.

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PTCL¶s Commercials on, ³CLI´, ³Voice Messaging´, ³Digital Facilities´ ³EVO
wireless´, ³Broadband Pakistan´ etc. are also broadcast immediately on electronic
media as reminders to Customers.

SALES PROMOTION:
PTCL charges 1rps/min for all Pakistan to all ptcl and vfones to promote the usage
of its telecom network. More over, PTCL offers special rate packages on special
occasions like Ramadan Package and EID package, which offer customer reduced
rates for specific timings. And also student internet packages and special packages
time to time to attract customers.

PERSONAL SELLING:
As PTCL is enjoying monopoly in fixed-line telephony, the Company has no
Professional sales force because the company has not felt any strong need to use
the Services of a sales force for increasing the sale of its products. At the moment,
PTCL¶s Customer Services Centers are playing the role of sales outlets. Customers
can make telephone calls; send fax messages from these Customer Services
Centers. They can also get connected their telephone bills and get duplicate bills
from these outlets.
However, with the establishment of Marketing Department in PTCL, The marketing
professionals are now in the process of inducting professional sales force for
the company.

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The Head Office of Pakistan Telecommunication Company Limited is situated in

SectorG-8/4, Islamabad, which is headed by the ³President´. Besides, it has
Regional Headquarters like:

Islamabad Telecom Region,

Rawalpindi Telecom Region,
Hazara Telecom Region Abbottabad,
Northern Telecom Region-I Peshawar,
Lahore Telecom Region (South),
Lahore Telecom Region (North),
Multan Telecom Region,
Faisalabad Telecom Region
Southern Telecom Region-I Hyderabad
Southern Telecom Region-II Karachi

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Southern Telecom Region-V Sukkur
Western Telecom Region Quetta.
Switching network Central region Lahore.
These Regions provide Telecommunications services to the customers in their
respective areas. Apart from these, PTCL has an Optical Fibre Construction
Region Lahore and Optic Fiber System Islamabad, each headed by a General
Manager to install, operate and look after optic fiber systems/cables. In each
District and Tehsil, an Exhchange, Franchisor, Call Centers, Customer Care
Centers are available to facilitate the customer need.

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Being a government organization, PTCL is not authorized to determine the prices
of its products itself; the Telecom Regulator Authority viz. Pakistan
Telecommunication Authority (PTA) fixes the prices of telecom services. The
process is such that whenever PTCL intends to increase or reduce the rates of its
services, it submits its Proposal to PTA for approval. PTA then calls consumers¶
representatives, journalists and other interested groups for discussion on the
proposal. After listening to the viewpoints of all the interested parties, PTA gives
its decision. If PTA approves PTCL¶s proposal, the new rates are enforced. It may
be mentioned here that telecom technology is only technology whose rates are on
the decline with the passage of time. PTCL also rationalizes its tariff with the
passage of time. Tariff rationalization process started in 1997 as part of GoP
Telecom Sector policy for privatization of this sector. It was mainly focused on
rebalancing the domestic process like NWD, international, local call, line rent etc.
Rebalancing is completed by the end of 2009 (as per Tariff rates) with the
objective to position PTCL for competition.
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EXTERIOR:

PTCL built very good and attractive buildings of its offices as well as its franchises
in order to attract the customer and as physical evidence.

INTERIOR:
Interior as well manage but not as like its competitor like moblink, telenor there
franchises are well mange internally and attractive there internal environment as
too much attractive and an educated stuff is present there in order to facilitate the
customers but in PTCL franchises mostly not manage in region like Multan. But
well Manage In all the cities of Pakistan.

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There are simple process to get the connection this is only for the sack of customer
that he don¶t feel any kind of difficulty.

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First fill the order form i.e. it is for broad band same in case of other products this
form is used.

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Similarly there are simple steps to get and change services.

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The employs of PTCL nearly equal to 30000 who are working in all over in the
Pakistan they are the assets of the company and they are the responsible for the
goodwill of the company. Company also focuses on the status of there employees
and give them performance appraisal program and give them incentives and also
give them medical treatment.

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No doubt PTCL is enjoying monopoly but the time is came when competition will
force company to change its policies to become favorite telecom service provider
in the market& keep its current place & customer base. The actual working
substances are the humanbeings .It goes with out saying that Human resources are
the most important in theorganization and so does the Human Resource
Department .It integrate all the activitiesand functions of the company like job
analysis, recruitment, staffing, training, designingcompensation package,
employee¶s appraisal system. Human Resource Department playsthe key role in
the hiring, retention, motivation and promotion of the employees.Actually it assign
the specified duties to the specified persons in this age ofspecialization. Human
Resource manager should be well versed and confident in hisfield. He should be
humane, well natured and have go face reading capabilities .All thisensures his
success.
He should be of the notion ³victory is not everything, but the way of fighting is´