Trong bối cảnh kinh doanh cạnh tranh, việc tiết kiệm chi phí chăm sóc khách hàng không chỉ là mong muốn, mà là yêu cầu bắt buộc để doanh nghiệp đảm bảo lợi nhuận và phát triển. Nhiều doanh nghiệp đang tìm kiếm giải pháp để giảm chi phí vận hành mà vẫn đảm bảo chất lượng dịch vụ khách hàng xuất sắc.
Why is it necessary to optimize customer service costs?
Chi phí chăm sóc khách hàng thường chiếm một tỷ lệ đáng kể trong ngân sách vận hành của doanh nghiệp. Theo nghiên cứu của Bellsystem24 Vietnam, các công ty có thể tiết kiệm từ 20-40% chi phí khi áp dụng các chiến lược tối ưu hóa phù hợp.
Việc tiết kiệm chi phí chăm sóc khách hàng không có nghĩa là cắt giảm chất lượng dịch vụ, mà là tìm ra những cách thức hiệu quả hơn để phục vụ khách hàng.
Common challenges in cost management
Businesses often face challenges such as high personnel costs, costly technology investments, and difficulties in measuring the ROI of customer care activities. In particular, with the growth of e-commerce and increasingly high expectations from customers, cost pressures are becoming even greater.
Where should you start to optimize costs?
To answer this question, analyze the cost structure of the customer service department. Below are five common cost categories.
1. Personnel expenses (~60-70%)
This is the cost category with the highest proportion. It includes:
- Base salary for Customer Service Representatives, Team Leaders, QA...
- Insurance costs, bonuses, benefits
-
Recruitment costs, initial and periodic training
This cost category can be fixed or fluctuate up or down depending on the company's usage needs.
2. Technology system (~5-10%)
- Call Center (PBX/IP-PBX/Cloud Call Center)
- Customer Relationship Management (CRM), Ticketing system
- Chat software, chatbot, email routing
- System integration costs (API, CRM, ERP)
3. Telecommunications costs (~5-10%)
Primarily with voice channels (outbound/inbound calls). For large customer service centers, domestic voice charges are significant if call volume is high.
Include:
- Cước gọi điện thoại
- Rent a prefix (1800, 1900, SIP number)
- Internet bandwidth, IP Phone
4. Infrastructure & Facilities (~5-10%)
Include:
- Lease space (if in-house)
- Equipment: computer, headphones, desk and chair
- Electricity, water, maintenance, office supplies
5. Quality Management & Improvement (~5%)
Include:
- Recruitment costs
- Khảo sát hài lòng khách hàng (CSAT, NPS)
- Call data analysis tool, QA automation
- E-learning software, internal training
Based on the above cost groups, we can easily see the group Chi phí nhân sự là nhóm chiếm tỷ trọng cao nhất (60-70%) và đây cũng là nhóm cần tập trung tối ưu. Nhưng khác với việc cắt giảm không có kế hoạch, doanh nghiệp cần nỗ lực nâng cao hiệu suất làm việc của tổng đài viên, thông qua việc cung cấp cho họ các nền tảng kiến thức, công cụ hỗ trợ, và quy trình thực hiện công việc bài bản để giúp họ gia tăng hiệu suất. Từ đó một tổng đài viên có thể đạt hiệu suất gấp 2, 3 lần, giúp doanh nghiệp giảm chi phí nhân sự, khi chỉ cần tuyển ít người mà công việc vẫn đảm bảo chất lượng.
Cost-saving strategies that are effective while still ensuring quality
1. Implement smart technology
Multi-tier chatbot and AI support
Instead of completely replacing employees, chatbot nên được thiết kế như tuyến phòng thủ đầu tiên. Nó có thể xử lý 65-75% các câu hỏi thường gặp như kiểm tra đơn hàng, thông tin sản phẩm cơ bản, và hướng dẫn sử dụng. Khi gặp câu hỏi phức tạp, hệ thống sẽ chuyển tiếp một cách mượt mà đến nhân viên có chuyên môn, kèm theo toàn bộ thông tin khách hàng đã cung cấp.
Smart CRM integration
CRM System hiện đại không chỉ lưu trữ thông tin khách hàng mà còn dự đoán nhu cầu và gợi ý giải pháp. Điều này giúp nhân viên xử lý yêu cầu nhanh hơn 40% so với phương pháp truyền thống, đồng thời cá nhân hóa trải nghiệm khách hàng.
2. Optimize the process from start to finish
Mẫu quy trình CSKH chuyên nghiệp →
Apply the Lean Six Sigma methodology
Analyze each step in the customer service process in detail to eliminate non-value-adding activities. Standardizing the process helps reduce average processing time by 25-35 minutes without compromising service quality.
Build a comprehensive knowledge base
Create a continuously updated knowledge base, including FAQs, case studies, and solution templates. This not only helps new employees quickly get up to speed, but also ensures consistency in responses.
Set up a smart routing system
Classify and route customer requests based on complexity and priority level. Simple requests are handled by junior staff at a low cost, while complex issues are escalated to experts.
3. Develop an effective workforce
Multi-level training program
Instead of one-time training, implement a continuous training program with in-depth modules. Employees are trained in soft skills, product knowledge, and problem-solving techniques. This increases the First Call Resolution (FCR) rate to 85-90%.
See also: EXCELLENT CUSTOMER SERVICE SKILLS – HANDBOOK
Motivate and retain employees
The cost of recruiting and training new employees is often 3-4 times higher than retaining existing employees. Developing a reasonable compensation package, a positive work environment, and a clear career path helps reduce turnover rates from 20-30%.
4. Implementing the Self-Service Solution
Self-service customer portal
Build a website or application that allows customers to independently handle 70-80% of basic needs such as password resets, information lookups, and document downloads. The initial investment will be recouped within 6-12 months through reduced call volume.
Video tutorials and interactive guides
Create a library of high-quality instructional videos to help customers resolve issues on their own. Research shows that 73% customers prefer to research on their own before contacting support.
5. Analytics and data applications
Predict and prevent problems
Use predictive analytics to anticipate potential issues and proactively contact customers. This approach reduces complaint calls by 30-40% and enhances customer satisfaction.
Optimize employee schedules
Analyze historical data to predict call volume by hour, day, and month. This helps schedule shifts efficiently, reduce overtime costs, and ensure service level.
6. Quality management using technology
Speech analytics and sentiment analysis
Monitor and analyze 1001 calls using AI instead of only 5-10 calls as before. This helps detect quality issues early and improve them in a timely manner.
Real-time coaching
Provide suggestions and guidance to employees while interacting with customers through an AI assistant, helping to improve call quality and reduce processing time.
Balancing cost savings and service quality
The principle of "Quality First, Cost Second"
Many businesses make the mistake of trying to cut costs at all costs while forgetting the importance of quality. Save on customer service costs Effectiveness must be based on the principle of maintaining or improving service quality. Research shows that the cost of retaining an existing customer is only one-fifth of the cost of finding a new customer.
Smart investment instead of blind cuts
Instead of making arbitrary cuts, businesses need to analyze the ROI of each activity in detail. For example, investing in automation technology may cost $100,000 initially but save $500,000 per year in personnel costs while also improving customer satisfaction score from 7.5 to 8.2/10.
Outsourcing Model – A Smart Choice
When should you consider outsourcing?
Outsourcing is not the right solution for every business. Companies should consider this model when internal operating costs exceed 40% compared to outsourcing, when they need access to modern technology without making a large investment, or when they want to expand rapidly but lack sufficient personnel.
Bellsystem24 Vietnam – Your Trusted Partner
Bellsystem24 Vietnam, với nhiều năm kinh nghiệm trong lĩnh vực Call center và BPO tại Việt Nam, hiểu rõ tầm quan trọng của việc cân bằng giữa chi phí và chất lượng. Công ty áp dụng mô hình “Smart Cost Optimization” – tối ưu chi phí thông minh mà không giảm chất lượng dịch vụ.
Save on customer service costs is a continuous process that requires a skillful combination of technology, processes, and people. Choosing a reputable outsourcing partner such as Bellsystem24 Vietnam not only helps businesses reduce operating costs but also improves service quality and creates a sustainable competitive advantage.
In the digital age, businesses that know how to intelligently optimize customer service costs will gain a significant advantage in the market. Start your optimization journey today to create long-term value for your business.
