Vinaphone Mobile Information Service Development Goals of Vnpt Thua Thien Hue Business Center 2021

staff to compete with rivals, creating barriers to entry for new entrants.

potential competitor

3.1.2. Development goals of Vinaphone mobile information services of VNPT Thua Thien Hue Business Center 2021 - 2025.

By 2025, some specific goals for developing Vinaphone mobile services of VNPT Thua Thien Hue Business Center are as follows:

- VNPT continues its investment and development strategy in the direction of the Corporation, which is to focus on investing in 3G and 4G coverage to expand coverage to remote areas, islands, and towards the goal of nationwide coverage. And in the near future, it will deploy 5G network coverage to areas across the country (Currently, the model is being deployed in Ho Chi Minh City and Hanoi).

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- Regarding market share: Aim to increase market share by 0.5% each year, by 2025, the market

The whole province reached 22% and Hue city area reached 27%.

- Regarding the number of new subscribers: Average growth rate reaches 5%/year.

- The rate of active subscribers remains at 90%.

3.2. Propose some solutions to improve the quality of mobile information services of VNPT Thua Thien Hue.

With the research results based on the IPA model, the strategic orientation and goals of the company as above show that to improve the quality of mobile information services and operate better, VNPT Thua Thien Hue needs to implement a number of policies and measures as follows:

3.2.1. Solution for “Call Quality”

Network operators need to continue to increase investment in network infrastructure and facilities to ensure and improve the ability to provide quality calls and services; review and optimize the network, ensure the quality of telecommunications services provided by enterprises is in accordance with committed and announced standards and regulations to increase customer satisfaction.

Regularly improve and check the quality of coverage and supply areas.

mobile services, ensuring access speed corresponding to service packages provided to the market. Develop monthly plans, prepare data and means for publicizing service provision areas as required by the Ministry of Information and Communications.

VNPT must invest in further developing the network of broadcasting antenna towers, specifically, it should install more antenna towers in some remote areas to ensure that the conversation frequency and call quality are always in the best condition, avoiding network drops, network congestion, unclear sound and signal loss when customers are using the service.

VNPT needs to recruit and train more skilled staff, specializing in warranty and repair of works closely related to receiving and transmitting telephone signals such as antennas, etc. If possible, training in each area of the City and District must have a permanent specialized team there to quickly fix and promptly handle incidents that may occur in the future in each area in the fastest and highest quality way, instead of training a single center cluster and then fixing all the remaining points because if so, it will affect the quick response when it occurs, helping to ensure that users always have the best experience and are most satisfied with the call quality.

VNPT must improve its transmission system by upgrading the bandwidth system to somewhat limit network congestion during peak hours, helping to reduce inconvenience to users and increase perceived quality.

3.2.2. Solution for “Price Structure”

Strengthen customer care, quickly resolve problems and complaints from customers about service quality and fares.

Applying information technology solutions to management and operations to increase work efficiency, as well as minimize management, administrative and personnel costs. From there, we can offer preferential and more suitable pricing policies for customer needs.

Regularly update and send customers promotional programs (top-up, free money, high-speed Internet access at affordable prices...). There are preferential programs for first-time customers as well as long-term customers, VIP customers because these customers will be the ones who

Advertise to others about your packages and feel satisfied.

Adjust the service prices to suit each customer group, in order to bring the product to many groups. As well as take care of customers according to the packages they choose to promptly change when not suitable as well as maintain that suitable package for customers to use long term. The billing information for customers must be clear and transparent to avoid customer complaints or questions that affect the reputation of the business.

VNPT must focus on providing call price structure for each separate subscriber group, grasping current needs to stimulate customers in the competitive era with 2 major networks. That is, for students, there should be separate SIM sets and the price structure will also be different, creating many suitable choices to encourage this group of customers because this is a very large group and has potential for use.

Focus on understanding customer Insight through 7 steps to be able to identify a customer segment through research to offer a service package with a truly suitable price, that is, to understand what customers need, want, research, practically approach and find ways to meet them to see this benefit more than the benefit they are using while also creating great added value for yourself.

There are Internet service packages with more attractive prices, in the context of 4G network is gradually becoming popular and 5G network is currently deployed in 2 big cities Ho Chi Minh and Hanoi, VNPT is also taking actions to change 3G sim to 4G for free at home for customers as well as from there advise family members to switch sim from other networks to Vinaphone with extremely preferential packages, attractive prices to attract customers, win customers to prepare for 5G network deployment.

3.2.3. Solution for “Value Added Services”

Create many preferential service packages for each customer group, suitable for the main income needs of consumers in districts, rural areas, remote areas so that they feel cared for and satisfied with the products they are using. Limitations

Developing inappropriate and ineffective value-added services

High.

Diversify Internet packages but still cheap, suitable for customer needs. Need to diversify types of value-added services so that customers have more choices,

Always renew the types of services to increase the attractiveness of VNPT to consumers. This also depends on the consulting factor of the staff with customers so that customers clearly understand this added service to avoid the phenomenon of registering without understanding clearly, causing misunderstandings leading to loss of customers.

When registering for a value-added service package, VNPT needs to add additional values for customers such as data or calling minutes and texting, this will help stimulate customers to reuse the service.

VNPT also promotes links with major e-wallets such as Momo, Airpay, Zalopay, etc. to offer many promotions to customers if they top up their phones through these wallets, for example, giving away an additional 100Mb of high-speed data for every 20,000 VND topped up in the account. This helps attract customers, increase competitiveness in the market, and reduce card printing costs for VNPT.

VNPT can also develop some other value-added services such as phone ringback tones, especially missed call notification services. A segment of customers are extremely concerned about their missed calls in case their phone runs out of battery or loses signal. VNPT needs to fully notify the number of calls, time and number of subscribers who called to their subscribers.

In addition, VNPT also needs to pay attention to streamlining its value-added service packages to avoid confusing customers and to help customers easily find the right service package. In addition, when renewing value-added service packages, there should be SMS messages or customer care calls to update customers on the renewal date and whether the price has changed or not so that customers can know whether to renew or not? Avoid the phenomenon of continuous renewal from customers' money, making customers feel uncomfortable.

VNPT also has to pay attention to the incorrect deduction of money from customers, this is

This is a problem that many customers are concerned about when their accounts are deducted "indiscriminately".

The solution to this is to fully inform users about all deductions to their accounts, this can be done via SMS or via a VNPT application.

3.2.4. Solution for “Convenience”

Always improve service quality towards customer convenience through customer care support channels. Simplify customer information registration procedures, apply modern technology software applications so that customers do not have to waste time adjusting information.

The syntax for registering for a package must be simple, easy to remember, and avoid confusion for users. Always provide the exact services that customers have registered for, avoiding confusion that makes customers feel uncomfortable and unsatisfied.

Accelerate research and development of basic quality standards for telecommunications services that we are providing, and publicize quality standards corresponding to the services we are providing to customers on the company's website.

VNPT must also develop and train an online customer support team right on the homepage, fanpage, website or on its "sim utility" application in case customers need urgent support advice, this helps to avoid wasting customers' time and increase customer satisfaction with VNPT's services.

In particular, VNPT is currently building the VNPT Pay system, which creates more convenience for customers than ever, helping customers limit their travel and spend more time paying for some essential monthly needs. Somewhat making customers feel satisfied when this service:

- Payment for VNPT Group services, including: MyTV service, fixed phone service, mobile phone service, payment for mobile card code purchase, Internet/ADSL/Fibervnn service, Top-up payment, payment for VAS value-added services (MyEnglish, MyHomework, LBA, Shopbrand...).

- VNPT Pay e-wallet provides customers with an electronic identity account created on an information carrier (such as a mobile phone SIM card, server, etc.), allowing the storage of a monetary value guaranteed by an equivalent cash value and used for

used to pay instead of cash. VNPT Pay e-wallet provides basic features for users, including: Deposit money into Wallet Account, Withdraw money from Wallet, Transfer money between accounts. VNPT Pay e-wallet and other features such as: Bill payment, top-up, buy mobile card codes with VNPT Pay e-wallet.

- VNPT Pay service can collect money for service providers outside the society who need to collect money through a full banking system connected to VNPT Pay.

3.2.5. Solution for “Customer Service”

Through the research results, the company has a team of employees that is rated quite high, but to satisfy customers, it is necessary to train and practice the service attitude of employees in an extremely professional manner without making mistakes while working. In the telecommunications industry, employees are the ones who directly interact with customers, the main face of the company, so the initial service attitude of employees when contacting customers is good, which is an impression in the minds of customers, making customers want to come back. Good employees must always have a neat dress style, a bright smile, a polite attitude towards customers, and enthusiastically help and answer questions for customers until customers understand, then their care goals are considered completed.

Customer information must always be kept "confidential" to avoid causing situations where

Disclosing information causes trouble as well as exploiting customer information.

Customer complaints must be resolved promptly, thoroughly and satisfactorily.

for customers. Create customer satisfaction and trust when coming to VNPT.

Spam messages are the most annoying thing to customers, thoroughly prevent spam messages to customers, use applications in technology to create the greatest trust for customers in overcoming spam messages. Avoid creating bad feelings for customers towards VNPT.

VNPT must train and develop more online consulting staff through its hotline 18001091. First, it must select and build professional consultants who clearly understand the issues that customers often ask because the number of

Customers calling to complain by phone are not as many as before, so it is necessary to take care of and answer customers carefully to increase satisfaction when there are few customers. Secondly, it is necessary to improve the consulting speed as well as the voice of the consultant to suit all customers.

In addition to developing a direct consulting team, VNPT must also improve the quality of the direct consulting team at its customer care transaction points nationwide, by opening classes to teach employees how to contact and work with customers after hours, thereby helping to improve the quality of after-sales service and increase customer satisfaction. In addition, periodically organize monthly skill and level tests to continuously improve the quality of customer care services.

3.2.6. Some other solutions

Implement the inclusion of a commitment clause to ensure the quality of services provided to customers in accordance with the service quality announced by the enterprise in the service provision contract and the information sheet on the conditions of use of telecommunications services.

It is necessary to increase investment in network infrastructure to ensure and improve service provision capacity; review and optimize network coverage and continue to continuously expand coverage, ensuring the quality of telecommunications services provided by enterprises in accordance with committed and announced standards and regulations.

Promote self-measurement, self-inspection, and self-monitoring of service quality, promptly detect and quickly resolve existing problems related to service quality.

Must know how to take advantage of opportunities and overcome challenges in international economic integration. Pay attention to propaganda, advertising and promotion of the Enterprise's products and services.

Step by step complete, expand and develop the distribution channel network. Complete sales promotion activities and build a VIP customer care program. Improve the quality and arrange a scientific call center structure, improve the quality of the customer care information portal system. In particular, deploy many customer care programs and organize customer care training courses.

Develop technical standards for services, complete legal documents as well as strengthen inspection and strictly handle violations of telecommunications service quality.

Develop technical standards for current telecommunications service quality in accordance with reality; coordinate with the Department of Telecommunications to propose the completion of the system of legal documents on telecommunications service quality management; organize the revision, supplementation, and development of technical standards on quality for new services that are increasingly popular and of interest to society; promptly submit for promulgation technical standards for 4G internet access service quality.

Vinaphone Mobile Information Service Development Goals of Vnpt Thua Thien Hue Business Center 2021 - 2025.

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