The document summarizes a research report on evaluating the customer care facilities of Ufone Telecom in Pakistan. The purpose is to monitor the efficiency, size, service quality, and customer feedback regarding Ufone's customer care centers. The research will be carried out by visiting franchises and call centers, using observation and interviews to collect data on factors like employee numbers, service times, staff attitudes, customer problems and feedback. The research is expected to identify issues and provide suggestions after collecting and analyzing data over one month.

1. 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

2. University of Central Punjab
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Research Report
Research Object
Ufone Telecom
Purposeof 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 researchwas 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. Franchises
2. Call center

3. 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.

4. University of Central Punjab
3 | P a g e
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 customers
f. 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.

5. 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 researchand obtainingresults
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.