Naveed Saeed is associated with Pakistan Telecommunications Limited as Senior Executive Vice President (Commercial). He is one of the pioneers of telecom industry preface in the country. He brings with him a vast experience of telecommunications industry. He started his career about twenty years before selling phones to end-users. He talks to Technology Times about the present and future intensification of telecom industry, particularly of landline telephony.
Tell us about your professional career?
Mr. Naveed Saeed: My professional career began with Paktel in early 90s when technology was that much simple and was very expensive. After that, I have got an opportunity to launch operations of Instaphone in Faisalabad region. I have also worked for Mobilink and Thooraya for a number of years.
In 2003 joined Warid Telecom as Head of Marketing and Sales to launch its operations across the country, added over 3 million subscribers during the launch ceremony.
After the successful launch, I was transferred to Bangladesh for another launch, and then I was asked to launch operations in Ivory Coast without my consent. At that time, I decided to say goodbye to Warid because company has made me a launching pad (lol) to launch their operations in any country.
These things lead me to come back to my own country to endorse telecommunications industry. Translated my thought into a reality and came back to the country.
And so I came back to Pakistan, here I joined PTCL to look after its zonal and regional operations which included technical, customer and administrative management. Almost eighteen months before, I was given the task where I am now (SEVP – Commercial).
Do you agree that growth of mobile industry is decline for landline telephony?
I believe it is only a perception; the landline telephony has opened the door. To some extent, mobile industry impacts landline telephony because there are lots of substitution like convenience, pricing and ease of recharge, etc. These features encourage the customer.
But as of today, landline telephony has re-started growth. If we look at SMEs, regulators, commercial and industrial units they can’t run businesses without fixed lines for voice. The emergence of data has also very strong implication on landline telephony. Today, we witness tremendous growth of broadband; and this is only because of landline.
I believe with the advent of social media the voice business is taking a new curve, now people want to contact others through Facebook, Youtube and Twitter and it is only possible with strong internet connectivity. The students of either grade 5 or PhD professional submits assignment, do research, gets information via Internet. Nowadays, every household is moving to have Internet capability at home. I believe that after a short break its re-takeoff of landline in our country and it’s happening globally.
Technologically what challenges PTCL is facing?
PTCL is the largest telecommunications company provides converged services to its valued customers. We have adopted latest technology like WiMAX, fixed line, dual wireless local loop and Next Generation Network switches. We are striving for every technological development. PTCL is technology leader not only in this region but globally. With the advent of e-video we become technology leaders in the world.
What solutions you are bringing in to enhance Customer Services?
PTCL is the only company who setup ‘Customer Complaint Management and Tracking System’ in which we register complaints, and the complaint remains intact until it resolves. Our objective is to resolve every single complaint within 24 hours. We have set parameters to measure the customers’ satisfaction.
We have over 130 contact centres across the country with highly qualified and trained professionals called ‘Contact Center Agents’. It shows our commitment to serve the customers. In the days to come, the customers will see very sound change in customer care.
Do we expect major shift from mobile phone to landline?
No I don’t think any shift but as I told earlier, trends in voice telephony are changing; we can also see saturation in mobile phone industry. In present days of competition and price war, it is difficult to sustain mobile phone subscribers. The operators are also facing the biggest decline in ARPU (Average Revenue Per User). The only way-out is to increase churn of value added services like SMS, MMS, and Internet. In this scenario, one can easily imagine the difficulties of mobile phone industry.
To fulfill the gap between land line mobility limitation and mobile telephony data speed restriction, PTCL has played a strong role to increase the broadband penetration in the country. With the advent of broadband connectivity, the landline telephony has also witnessed growth because landline is mandatory for strong broadband connectivity. This is a revival of land line telephony.
Is there any loophole which may decrease our telecom growth?
I don’t believe so, the policies and structure of Ministry of IT&T, the role of regulator PTA, and commitment of our political leadership is very strong. Our telecom growth rate is tremendous, it is nearly impossible to imagine life without mobile phone, landline telephony, modems or other communication machines. The Internet connectivity has pervaded our homes and our businesses. There is substantial growth on data side at household, corporate and institutional level. We are the only country who have successful Universal Support Fund deployed network in rural and underserved areas, providing data and voice connectivity to the far-flung areas where even water is not available.
What about the content which is available on Internet in Pakistan?
The content of a medium is usually taken from another medium, same is in the case of new media, content typically comes from old media before it. Our understanding of new media comes largely from looking into the “rear-view mirror”. The problem with the Internet (New Media) is that it is (and up to some extent has) changed communication, Internet is a much-needed advantage in the communication world.
The management of content is the responsibility of the regulator, not the service provider. The decision what content to be viewed is the decision of the authorities.
Is there any change on lineman culture?
First of all, now there is no lineman in the company, the people interact with customers are basically ‘Customer Service Representatives’. They are sound in communication and technical skills. We have provided them training on how to interact with customers.
Being the largest telecom sector organization, what CSR activities you perform to promote education in rural areas?
As a socially responsible corporate organization; we are pursuing different social causes touching on areas of natural disaster, culture, sports, environment and general welfare by supporting different initiatives.
PTCL has made substantial contributions to promote education in rural and urban areas. We are playing the role of catalyst, but not directly involved in educational process.
In collaboration with Etisalat, PTCL launched e-learning program called “easy learning” in the country. Under this initiative PTCL provided e-learning cards to Higher Education Commission for extensive distribution to the students.
Would you like to comment on Technology Times?
I really appreciate the efforts of Technology Times, the content of Technology Times is quite interesting; in very short time the newspaper has gained considerable position in telecommunications sector.
Tell us about your professional career?
Mr. Naveed Saeed: My professional career began with Paktel in early 90s when technology was that much simple and was very expensive. After that, I have got an opportunity to launch operations of Instaphone in Faisalabad region. I have also worked for Mobilink and Thooraya for a number of years.
In 2003 joined Warid Telecom as Head of Marketing and Sales to launch its operations across the country, added over 3 million subscribers during the launch ceremony.
After the successful launch, I was transferred to Bangladesh for another launch, and then I was asked to launch operations in Ivory Coast without my consent. At that time, I decided to say goodbye to Warid because company has made me a launching pad (lol) to launch their operations in any country.
These things lead me to come back to my own country to endorse telecommunications industry. Translated my thought into a reality and came back to the country.
And so I came back to Pakistan, here I joined PTCL to look after its zonal and regional operations which included technical, customer and administrative management. Almost eighteen months before, I was given the task where I am now (SEVP – Commercial).
Do you agree that growth of mobile industry is decline for landline telephony?
I believe it is only a perception; the landline telephony has opened the door. To some extent, mobile industry impacts landline telephony because there are lots of substitution like convenience, pricing and ease of recharge, etc. These features encourage the customer.
But as of today, landline telephony has re-started growth. If we look at SMEs, regulators, commercial and industrial units they can’t run businesses without fixed lines for voice. The emergence of data has also very strong implication on landline telephony. Today, we witness tremendous growth of broadband; and this is only because of landline.
I believe with the advent of social media the voice business is taking a new curve, now people want to contact others through Facebook, Youtube and Twitter and it is only possible with strong internet connectivity. The students of either grade 5 or PhD professional submits assignment, do research, gets information via Internet. Nowadays, every household is moving to have Internet capability at home. I believe that after a short break its re-takeoff of landline in our country and it’s happening globally.
Technologically what challenges PTCL is facing?
PTCL is the largest telecommunications company provides converged services to its valued customers. We have adopted latest technology like WiMAX, fixed line, dual wireless local loop and Next Generation Network switches. We are striving for every technological development. PTCL is technology leader not only in this region but globally. With the advent of e-video we become technology leaders in the world.
What solutions you are bringing in to enhance Customer Services?
PTCL is the only company who setup ‘Customer Complaint Management and Tracking System’ in which we register complaints, and the complaint remains intact until it resolves. Our objective is to resolve every single complaint within 24 hours. We have set parameters to measure the customers’ satisfaction.
We have over 130 contact centres across the country with highly qualified and trained professionals called ‘Contact Center Agents’. It shows our commitment to serve the customers. In the days to come, the customers will see very sound change in customer care.
Do we expect major shift from mobile phone to landline?
No I don’t think any shift but as I told earlier, trends in voice telephony are changing; we can also see saturation in mobile phone industry. In present days of competition and price war, it is difficult to sustain mobile phone subscribers. The operators are also facing the biggest decline in ARPU (Average Revenue Per User). The only way-out is to increase churn of value added services like SMS, MMS, and Internet. In this scenario, one can easily imagine the difficulties of mobile phone industry.
To fulfill the gap between land line mobility limitation and mobile telephony data speed restriction, PTCL has played a strong role to increase the broadband penetration in the country. With the advent of broadband connectivity, the landline telephony has also witnessed growth because landline is mandatory for strong broadband connectivity. This is a revival of land line telephony.
Is there any loophole which may decrease our telecom growth?
I don’t believe so, the policies and structure of Ministry of IT&T, the role of regulator PTA, and commitment of our political leadership is very strong. Our telecom growth rate is tremendous, it is nearly impossible to imagine life without mobile phone, landline telephony, modems or other communication machines. The Internet connectivity has pervaded our homes and our businesses. There is substantial growth on data side at household, corporate and institutional level. We are the only country who have successful Universal Support Fund deployed network in rural and underserved areas, providing data and voice connectivity to the far-flung areas where even water is not available.
What about the content which is available on Internet in Pakistan?
The content of a medium is usually taken from another medium, same is in the case of new media, content typically comes from old media before it. Our understanding of new media comes largely from looking into the “rear-view mirror”. The problem with the Internet (New Media) is that it is (and up to some extent has) changed communication, Internet is a much-needed advantage in the communication world.
The management of content is the responsibility of the regulator, not the service provider. The decision what content to be viewed is the decision of the authorities.
Is there any change on lineman culture?
First of all, now there is no lineman in the company, the people interact with customers are basically ‘Customer Service Representatives’. They are sound in communication and technical skills. We have provided them training on how to interact with customers.
Being the largest telecom sector organization, what CSR activities you perform to promote education in rural areas?
As a socially responsible corporate organization; we are pursuing different social causes touching on areas of natural disaster, culture, sports, environment and general welfare by supporting different initiatives.
PTCL has made substantial contributions to promote education in rural and urban areas. We are playing the role of catalyst, but not directly involved in educational process.
In collaboration with Etisalat, PTCL launched e-learning program called “easy learning” in the country. Under this initiative PTCL provided e-learning cards to Higher Education Commission for extensive distribution to the students.
Would you like to comment on Technology Times?
I really appreciate the efforts of Technology Times, the content of Technology Times is quite interesting; in very short time the newspaper has gained considerable position in telecommunications sector.
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