Client: C International Bank
The project is based on the cooperation between Bellsystem24 Vietnam and international bank (abbreviated as C). C is a global enterprise with many years of experience in the field of banking credit.
Summary
The project was initially deployed through the Telesale channel to sell credit card products, with an initial scale of 16 employees. Later, the project had remarkable growth in terms of scale, operation form and revenue, gradually becoming one of the most effective sales channels of partner C.
Cooperation implementation signing process
Bellsystem24 Vietnam undertakes all operations of the call center. Accordingly, Bellsystem24 Vietnam is responsible for recruiting, training, operating and retaining staff. Bank C monitors and makes agreements on desired operational metrics.
Build project organizational structure to ensure most efficient operation
Process flows are tailored to fit C's business processes.
Operation process
The first difficulties.
Lack of stability in terms of personnel in the early days of operation.
- Input staff do not have much experience, the rate of resignation is still high.
- Sales pressure on staff is great.
The project was established on January 13, 2017 with 16 employees. Including: 1 Project Manager, 1 Team Leader, 1 QA, 1 Admin, 1 Direct sale, 11 Telesale.
Overcome difficulties.
Bellsystem24 Vietnam relies on practical operating experience to make quick positive adjustments.
Stable and growing rapidly.
After stabilizing the quality of human resources and operating procedures, Bellsystem24 Vietnam continues to make improvements, taking advantage of the power of the system. Call Center to:
- Monitor and measure the quality of employee interactions with detailed reports and call playback and scoring functions.
- Manage & secure customer information optimally thanks to CRM.
In 2018, the project size was 90 Telesale staff, with Productivity reaching 9 Cards/ TSR => Increased 180% compared to 2017.
Breakthrough
By the end of 2019.
- Project achieved 100 Telesales staff.
- Productivity Index October 2019 reached 16 Cards/TSR, surpassing all other sales channels of Bank C at the same time.
Awards won: Best sales channel of bank C in Vietnam in October 2019
Key points of the project
Recruiting and developing quality staff is the most valuable investment.
No one adapts, improves operating procedures to suit the trends and situations of partners over time.
Know how to apply technology to deploy automatic Telesale and manage the quality of each customer interaction
