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Country paper of Mongolia

Country paper of Mongolia. Contents. Brief overview of telecommunication industry in Mongolia Outline of Newtel Current service level of Newtel LLC Plans for improving current level of service quality. Brief overview of telecommunication industry in Mongolia.

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Country paper of Mongolia

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  1. Country paper of Mongolia

  2. Contents • Brief overview of telecommunication industry in Mongolia • Outline of Newtel • Current service level of Newtel LLC • Plans for improving current level of service quality

  3. Brief overview of telecommunication industry in Mongolia • As a total, more than 300 companies (approx. 10,000 people employed) are operating in the ICT sector 8% of Gross Domestic Product is provided by ICT sector.

  4. Cont… • Government policy is support to ICT sector by open competition. 1. Growing competition 2. Global game on a 2.6M market

  5. Outline of Newtel Joint venture NewCom KDDI Sumitomo MobiCom Group (network operator) MobiCom Newtel positioning (service provider) NEWTEL Others • Positioning of Newtel within Mobicom Group • Newtel LLC is the leading network service provider company among Mongolian mobile telephone service provider companies. Newtel LLC was established in 2000. • A 100% daughter company of MobiCom, it represents the largest portion within MobiCom group companies in terms of total revenue and strategic importance • By mutual contract, NTC is obliged to provide MobiCom services and customer care on consumer market (regarded as separate from corporate market) in Ulaanbaatar, capital city of Mongolia, and all rural areas • Brief introduction of MobiCom • MobiCom, the first and largest telecom operator in Mongolia, is a joint venture, established in 1996 by tri-party investment from Mongolian and Japanese companies • Currently, it has become a comprehensive ICT solution-provider, operating in • mobile communications, • internet service, • contents and data business, • satellite communications, • and network solutions business

  6. Outline of Newtel cont… Our core business fields Content business Cellular telephony Satellite business Infrastructure business Call Center & Telemarketing Network business E-commerce & M-commerce

  7. Outline of Newtel cont… Sales and service network: - 46 direct-management branches in UB and rural areas - 80 franchised branches - 800 dealers with 1,200 POS nationwide - 6,500 mobile dealers nationwide

  8. Current service level of Newtel • At Newtel, special attention is paid towards customer care, customers both new and existing. CRM, after-sales service, direct marketing and others are some examples that could be named to describe our activities in this regard. Also, we deploy the latest achievements in technology to implement these activities.

  9. Plans for improving current level of service quality 1. Triple Strategy at the Core of Customer Strategy Service Quality at Sales Shop Human factors Physical factors System & procedures factors Knowledge Manner Motivation Shop design & layout Explanation tools Process management Quality control Training Evaluation & recognition Synergy with marketing policy (AIDMA) Sales talk power-up Division of labor IT Rules & manuals

  10. Plans for improving current level of service quality 2. Physical Aspects • Sales shops: • Design & Functions • AIDMA model: synergy with marketing policies • Explanation tools: • Information boards • Staff handbooks 3. System & Procedures Aspects: • IT solutions at sales shops • System integration • Back Office • Division of labor: Controlling & Service provisioning functions 1. Human Aspects • Training: from Sales Staff to Service Consultant • Inter-operator comparison • Inter-country comparison • Legal and technology knowledge • Foreign languages • Motivation • Performance-based evaluation system renewal • Monthly recognition scheme of best staff • Non-monetary activities (sports, events etc) • Manners • Interactive video lessons • Role-playing • Regular monitoring at controlling level • Cross-monitoring at staff level Service Excellence

  11. Thank you for your attention

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