1. Increasing competitive pressure
According to many experts, 2019 and early 2020 are exciting times for the telecommunications market. The impact of policies issued in 2018, especially the mobile number portability service, will certainly create major changes in market share among carriers. That puts carriers under increasingly fierce competitive pressure and challenges to maintain market share, requiring continuous improvement of service quality, focusing on customer care services, building packages suitable for each customer segment, etc.
Currently, the telecommunications market is saturated, many traditional services are at risk of decline, ... Not only that, this is also a year that has witnessed many fluctuations in the market under the impact of a series of major management policies issued by the Ministry of Information and Communications, including: Plan to focus on thoroughly handling the situation of junk SIM cards, plan to convert network codes or deploy the service of switching networks while keeping the same number, ... In such a difficult context, the telecommunications industry still maintains a stable growth rate. Specifically, by the end of 2018, the total number of telephone subscribers nationwide is estimated at 129.9 million, an increase of 2.3%, of which the number of mobile subscribers reached 125.6 million, an increase of 3.8% compared to 2017. Total revenue of the telecommunications sector in 2018 was about 15 billion USD, achieving a growth rate of 6%.
Besides, the digital revolution, although bringing many new development opportunities, will also create many challenges.
On the one hand, there are challenges from the 4.0 industrial revolution. In fact, the nature of the 4.0 industrial revolution is unprecedented breakthroughs in technology platforms related to Internet connectivity such as cloud computing, Internet of Things (IoT), artificial intelligence (AI), big data, etc. Therefore, domestic network operators, which are businesses specializing in Internet and technology services, will be the first and certainly the most beneficiaries when the new wave of technology enters Vietnam. However, with the current spread of the 4.0 industrial revolution, the development of technology will be increasingly fast and strong with rapid changes. Therefore, telecommunications enterprises need to always be proactive, promote innovation and technology development to be able to catch up and effectively exploit the great opportunities that this revolution brings.
2. Lack of investment in customer service
According to a survey on user behavior and attitudes towards telecommunication products and services, service quality and employee attitude are the main factors that make users decide to stay loyal or leave the current service. This is demonstrated through support when encountering service problems, answering questions enthusiastically, sending birthday greetings to customers, etc. [2]
“Customer care” (or customer service) – With the power of public opinion as great as it is today along with the development of social networks, good/bad reviews can help businesses grow rapidly or have a negative impact on businesses quickly. Just one complaint about the quality of an individual’s service on social networking sites such as Facebook, Twitter, … will greatly affect the reputation of that brand. To gain the trust of customers requires a lot of time and effort, but just because of a little negligence, everything will become “in vain”. Handling this crisis will take more time and human resources than if you take good care of customers from the beginning.
A well-performed customer service will create a loyal customer base, and the number of people who love the product will be increasingly consolidated. That will be a large wall protecting the business, helping the business to develop strongly and long-term.
Some forms of customer service that telecommunications businesses can use include:
– Call out to survey service quality.
– Customer care via hotline when there are questions or network problems (Contact center/Call center)
– Telemarketing/telesales
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