Advantages and challenges
Advantages:
- Reputable milk brand
- Level of widespread awareness
- Large customer base, wide age distribution
Challenge:
- The business has a diverse product portfolio, resulting in overlapping and inconsistent data systems.
- A large customer base and high data volume lead to a shortage of customer service personnel.
Customer requirements
- Design systems tailored to industry-specific characteristics and individual customer requirements.
- Regarding personnel: Requires high-level sales and customer service skills, must be a mother.
- Set a target within one year to prepare a cost estimate.
Implement solutions from Bellsystem24 Vietnam
Develop a robust software management system
With tens of thousands of data points to process each month, customers have very strict requirements for building a tightly managed, streamlined system that still ensures high efficiency.
With a robust and flexible technology platform, Bellsystem24 Vietnam and its software experts held several face-to-face meetings to gain a deep understanding of the customer's requirements. From there, they tailored the most compatible system, closely following the specific requirements of dairy brand A.
Telehub software is used to build a robust data management system.
After receiving forecast data from customers, the data will be entered into the Telehub management software system. The intelligent software will automatically distribute the data to agents, ensuring that there is no overlap or omission of data. After distribution, the data will be assigned tickets to ensure clear classification. After verifying the data, agents will proceed with sales operations.
Throughout the operation, the QA department will monitor and double-check to ensure that all information is over 90% accurate. Calls are automatically recorded and stored on the Telehub system as a basis for QA verification.
Recruitment of specialized high-quality personnel
The market for milk for pregnant women, infants, and young children is quite sensitive. Therefore, the requirements for customer service personnel are also quite strict.
To meet the high demands of our customers, Bellsystem24 Vietnam focuses on the following recruitment criteria:
- Experienced personnel with strong expertise. Excellent sales closing skills.
- Understand knowledge about milk. Understand the psychology of sensitive customer groups.
- Gender: female
- Became a mother
The recruitment process is thorough and rigorous, with Bellsystem24 Vietnam's top priority being women who are mothers. This group of employees has a deep understanding of the needs and desires of the target customer base. They also possess empathy, natural communication skills, and a high level of credibility with customers.
Project results
Thanks to the use of the intelligent Telehub management system with streamlined processes and a high-quality workforce, Project A has achieved results that have satisfied customers.
- Call frequency reached 90 calls per day per agent
- Processing 70,000 data points per month
- Achieve revenue >90% according to the customer's target
- Staff retention rate >94%
With extensive experience in Contact Center operations, Bellsystem24 Vietnam has built trust and satisfaction among customers after two years of project implementation. We always strive to deliver the best value to businesses.
