IELTS: Delivering Service Excellence through Partnership

Thursday 25 August 2016 to Sunday 20 November 2016

IELTS: Delivering Service Excellence through Partnership is an event that aims to achieve a definite mind-map of the current IELTS market situation, and better understand how the British Council and its IELTS Registration Centres (IRC) can collaboratively enhance their level of service. Five such events were held in the British Council’s IELTS testing cities of Bangladesh-Dhaka, Chittagong, Sylhet, Khulna and Rajshahi between 25 August 2016 and 20 November 2016. Amongst the attendees, there were representatives from over a hundred IRCs across Bangladesh, as well as Vice Chancellors of esteemed universities such as Khulna University, Rajshahi University and Varendra University.

Each event kicked off with a presentation on IELTS global updates by Deep Adhikari, Director Examinations, British Council, Bangladesh. He addressed how the test has been performing on a global scale and where Bangladesh stands in comparison to other countries. This was followed by a presentation on IELTS Scholarships 2016 which looked into the success of last year’s IELTS Scholarships campaign and how this campaign acts as a catalyst in increasing the number of candidates taking IELTS. The IELTS Scholarship 2015 audio-visual gave the attendees further insight into the campaign and what it aspires to achieve. The final session of the event commenced with a presentation which focused on achieving service excellence, that is, improving the service the British Council provides to its customers either directly or indirectly through its IRCs. The session was concluded with an interactive question and answer session whereby the audience raised concerns and suggestions for an improved customer experience.

Each event served as a platform for the British Council and its IRCs to meet and discuss strategies for a collaborative and sustainable future. The next step is to build upon the findings and continue to address the latest trends, challenges and opportunities across the IELTS market in Bangladesh and beyond.