{"id":10428,"date":"2023-06-22T11:42:51","date_gmt":"2023-06-22T04:42:51","guid":{"rendered":"https:\/\/bell24vietnam.vn\/?page_id=10428"},"modified":"2025-06-11T09:16:16","modified_gmt":"2025-06-11T02:16:16","slug":"sony-project","status":"publish","type":"page","link":"https:\/\/bell24vietnam.vn\/en\/case-study-eng\/sony-project\/","title":{"rendered":"Optimizing productivity by increasing the rate of answering calls and entering information quickly"},"content":{"rendered":"<div data-elementor-type=\"wp-page\" data-elementor-id=\"10428\" class=\"elementor elementor-10428\" data-elementor-post-type=\"page\">\n\t\t\t\t<div class=\"elementor-element elementor-element-9e5830a e-flex e-con-boxed e-con e-parent\" data-id=\"9e5830a\" data-element_type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-336ece4 elementor-widget elementor-widget-heading\" data-id=\"336ece4\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h1 class=\"elementor-heading-title elementor-size-default\">Optimizing productivity by increasing the rate of answering calls and entering information quickly\n\n<\/h1>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1b1731e elementor-widget elementor-widget-text-editor\" data-id=\"1b1731e\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Eliminate counterproductive silos and optimize your business processes<\/p><p>CX, CS Improvements<\/p><p>CSAT increase<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-2267a0f e-flex e-con-boxed e-con e-parent\" data-id=\"2267a0f\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-5c50a95 e-con-full e-flex e-con e-child\" data-id=\"5c50a95\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-4702a1b elementor-widget elementor-widget-heading\" data-id=\"4702a1b\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">SUMMARY\n\n<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-b3c557c e-flex e-con-boxed e-con e-parent\" data-id=\"b3c557c\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-8cbc67f e-con-full e-flex e-con e-child\" data-id=\"8cbc67f\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-24cb383 elementor-widget elementor-widget-text-editor\" data-id=\"24cb383\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Type of Industry<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-8070705 e-con-full e-flex e-con e-child\" data-id=\"8070705\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-eea83e9 elementor-widget elementor-widget-text-editor\" data-id=\"eea83e9\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<ul><li>Electronics company<\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-ae13058 e-con-full e-flex e-con e-child\" data-id=\"ae13058\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-903c3ba elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"903c3ba\" data-element_type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-43fb27a e-flex e-con-boxed e-con e-parent\" data-id=\"43fb27a\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-316546e e-con-full e-flex e-con e-child\" data-id=\"316546e\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-7a6e641 elementor-widget elementor-widget-text-editor\" data-id=\"7a6e641\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Content<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-24b652d e-con-full e-flex e-con e-child\" data-id=\"24b652d\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-04d890b elementor-widget elementor-widget-text-editor\" data-id=\"04d890b\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<ul><li><p>Email support<\/p><p>\u00a0<\/p><\/li><li><p>CHAT and LINE support<\/p><p>\u00a0<\/p><\/li><li><p>BPO: Data entry<\/p><\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-f3bc8ba e-con-full e-flex e-con e-child\" data-id=\"f3bc8ba\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-de67865 elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"de67865\" data-element_type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-e9521d0 e-flex e-con-boxed e-con e-parent\" data-id=\"e9521d0\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-4b33542 e-con-full e-flex e-con e-child\" data-id=\"4b33542\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-0766794 elementor-widget elementor-widget-text-editor\" data-id=\"0766794\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Background<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-28610ec e-con-full e-flex e-con e-child\" data-id=\"28610ec\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-db07e7e elementor-widget elementor-widget-text-editor\" data-id=\"db07e7e\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<ul><li><p>Because of launching a lot of electronics products, the company has had a large number of products that needed support is increasing every year.<\/p><p>\u00a0<\/p><\/li><li><p>Customers complain about response time and the effectiveness of problem-solving.<\/p><p>\u00a0<\/p><\/li><li><p>The scope is expanding, each department needs to closely manage the project&#039;s KPIs<\/p><\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-5727874 e-con-full e-flex e-con e-child\" data-id=\"5727874\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-06602f1 elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"06602f1\" data-element_type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-3c60d79 e-flex e-con-boxed e-con e-parent\" data-id=\"3c60d79\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-3faebd0 elementor-widget elementor-widget-heading\" data-id=\"3faebd0\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">PROPOSAL SOLUTION\n\n<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-799814b elementor-widget elementor-widget-text-editor\" data-id=\"799814b\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<ul><li>Use the AI system to answer the customer before connecting with the agent. By AI, customer questions available in the database will be resolved. Agent-connected questions are often difficult questions.<\/li><li>Use KANDO \u2013 Provide customer service that exceeds customer expectations.<\/li><li>Reduce AHT for cases, increase the rate of answering calls, and entering information quickly.<\/li><li>Train agents in customer care skills to increase satisfaction; Coach agent provides optimal and effective customer support on the first call.<\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-78b6b83 e-flex e-con-boxed e-con e-parent\" data-id=\"78b6b83\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-99d4792 elementor-widget elementor-widget-heading\" data-id=\"99d4792\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">ACTION\n\n<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-b6e8b48 elementor-widget elementor-widget-heading\" data-id=\"b6e8b48\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Organize Structure<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-52a4d0d elementor-widget elementor-widget-image\" data-id=\"52a4d0d\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img fetchpriority=\"high\" decoding=\"async\" width=\"1024\" height=\"682\" src=\"https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2024\/06\/20240626-fix-anh-03.png\" class=\"attachment-large size-large wp-image-15400\" alt=\"organizational chart\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-a48a6af e-flex e-con-boxed e-con e-parent\" data-id=\"a48a6af\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-63c7c14 e-con-full e-flex e-con e-child\" data-id=\"63c7c14\" data-element_type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-82d8968 elementor-widget elementor-widget-heading\" data-id=\"82d8968\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Operating<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-78d3a73 e-con-full e-flex e-con e-child\" data-id=\"78d3a73\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-d57d4e5 elementor-widget elementor-widget-heading\" data-id=\"d57d4e5\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h4 class=\"elementor-heading-title elementor-size-default\">Index\n\n<\/h4>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5b19137 elementor-widget elementor-widget-text-editor\" data-id=\"5b19137\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<ol><li aria-level=\"1\">CS Survey (CSAT)<\/li><li aria-level=\"1\">KANDO<\/li><li aria-level=\"1\">Anket sending rate<\/li><li aria-level=\"1\">Response time<\/li><li aria-level=\"1\">Professional score<\/li><li aria-level=\"1\">Japanese score<\/li><\/ol>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-f2b11d3 e-con-full e-flex e-con e-child\" data-id=\"f2b11d3\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-4614c26 elementor-widget elementor-widget-heading\" data-id=\"4614c26\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h4 class=\"elementor-heading-title elementor-size-default\">Human resource development<\/h4>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a24a8cf elementor-widget elementor-widget-text-editor\" data-id=\"a24a8cf\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><span style=\"font-weight: 400;\">Better Evaluation: Build a new evaluation and reward system based on capacity, and managed by objective.<\/span><\/p><p><span style=\"font-weight: 400;\">Stronger Organization: Training for senior agents can support supervisors, becoming a key BSVer in the future.<\/span><\/p><p><span style=\"font-weight: 400;\">Stronger Leadership: Leadership training organization<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-937f55b e-flex e-con-boxed e-con e-parent\" data-id=\"937f55b\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-0746774 e-con-full e-flex e-con e-child\" data-id=\"0746774\" data-element_type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-1e65e51 elementor-widget elementor-widget-heading\" data-id=\"1e65e51\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Scope of work<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-ced8c3a e-con-full e-flex e-con e-child\" data-id=\"ced8c3a\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-753e54d elementor-widget elementor-widget-text-editor\" data-id=\"753e54d\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><strong>Email support:<\/strong> <span style=\"font-weight: 400;\">Customer care who are using the products by Mail<\/span><\/p><p><span style=\"font-weight: 400;\"><strong>CHAT and LINE support:<\/strong> Customer care who is using the products by CHAT and LINE <\/span><\/p><p><strong>BPO:<\/strong> <span style=\"font-weight: 400;\">Data entry: Put customer information into the system<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-ebd8256 e-con-full e-flex e-con e-child\" data-id=\"ebd8256\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-2164ada elementor-widget elementor-widget-image\" data-id=\"2164ada\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"1024\" height=\"1024\" src=\"https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2024\/06\/20240626-fix-anh-01.png\" class=\"attachment-large size-large wp-image-15402\" alt=\"scope of work\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-7aa5178 e-flex e-con-boxed e-con e-parent\" data-id=\"7aa5178\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-94aa564 elementor-widget elementor-widget-heading\" data-id=\"94aa564\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">AI system<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7bdb7db elementor-widget elementor-widget-image\" data-id=\"7bdb7db\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"1024\" height=\"682\" src=\"https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2024\/06\/20240626-fix-anh-02.png\" class=\"attachment-large size-large wp-image-15401\" alt=\"AI system\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-1400a3a e-flex e-con-boxed e-con e-parent\" data-id=\"1400a3a\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-198f50e elementor-widget elementor-widget-heading\" data-id=\"198f50e\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">RESULTS<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4b55348 elementor-widget elementor-widget-text-editor\" data-id=\"4b55348\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<ul><li><span style=\"font-weight: 400;\">Reaching to the emotional side, sharing and empathizing with customers, giving an intimate impression, bringing value beyond expectations for customers.<\/span><\/li><li><span style=\"font-weight: 400;\">Reducing AHT for cases, increasing the rate of answering calls, and entering information quickly.<\/span><\/li><li><span style=\"font-weight: 400;\">Explaining the issue clearly, understanding the customer&#039;s demand &amp; improving email response time.<\/span><\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-1307b940 elementor-hidden-desktop elementor-hidden-tablet elementor-hidden-mobile e-flex e-con-boxed e-con e-parent\" data-id=\"1307b940\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-515a5229 elementor-widget elementor-widget-text-editor\" data-id=\"515a5229\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<h2>Optimizing productivity by increasing the rate of answering calls and entering information quickly<\/h2>\n\t\t<p>Eliminate counterproductive silos and optimize your business processes<\/p>\n\t\t\t\t\t<ul>\n\t\t\t\t\t\t\t<li>\n\t\t\t\t\t\t\t\t\t\tCX, CS Improvements\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<li>\n\t\t\t\t\t\t\t\t\t\tCSAT increase\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t<\/ul>\n\t\t\t<h2>SUMMARY<\/h2>\n\t\t\t<h3>Type of Industry<\/h3>\n\t\t<p>Electronics company<\/p>\n\t\t\t<h3>Content<\/h3>\n\t\t<p>Email support<\/p><p>CHAT and LINE support<\/p><p>BPO: Data entry<\/p>\n\t\t\t<h3>Background<\/h3>\n\t\t<p>Because of launching a lot of electronics products, the company has had a large number of products that needed support is increasing every year.<\/p><p>Customers complain about response time and the effectiveness of problem-solving.<\/p><p>The scope is expanding, each department needs to closely manage the project&#039;s KPIs<\/p>\n\t\t\t<h2>PROPOSAL SOLUTION<\/h2>\n\t\t<p>Use the AI system to answer the customer before connecting with the agent. By AI, customer questions available in the database will be resolved. Agent-connected questions are often difficult questions.<\/p><p>Use KANDO \u2013 Provide customer service that exceeds customer expectations.<\/p><p>Reduce AHT for cases, increase the rate of answering calls, and entering information quickly.<\/p><p>Train agents in customer care skills to increase satisfaction; Coach agent provides optimal and effective customer support on the first call.<\/p>\n\t\t\t<h2>ACTION<\/h2>\n\t\t\t<h3>Organize Structure<\/h3>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"516\" src=\"https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2023\/06\/org-1024x516.jpg\" alt=\"org\" srcset=\"https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2023\/06\/org-1024x516.jpg 1024w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2023\/06\/org-300x151.jpg 300w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2023\/06\/org-768x387.jpg 768w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2023\/06\/org-1536x773.jpg 1536w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2023\/06\/org-2048x1031.jpg 2048w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2023\/06\/org-18x9.jpg 18w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/>\n\t\t\t<h3>Operating<\/h3>\n\t\t\t<h4>Index<\/h4>\n\t\t<ol><li style=\"font-weight: 400;\" aria-level=\"1\">CS Survey (CSAT)<\/li><li style=\"font-weight: 400;\" aria-level=\"1\">KANDO<\/li><li style=\"font-weight: 400;\" aria-level=\"1\">Anket sending rate<\/li><li style=\"font-weight: 400;\" aria-level=\"1\">Response time<\/li><li style=\"font-weight: 400;\" aria-level=\"1\">Professional score<\/li><li style=\"font-weight: 400;\" aria-level=\"1\">Japanese score<\/li><\/ol>\n\t\t\t<h4>Human resource development<\/h4>\n\t\t<p>Better Evaluation: Build a new evaluation and reward system based on capacity, and managed by objective.<\/p><p>Stronger Organization: Training for senior agents can support supervisors, becoming a key BSVer in the future.<\/p><p>Stronger Leadership: Leadership training organization<\/p>\n\t\t\t<h3>Scope of work<\/h3>\n\t\t\t<h4>Email Support<\/h4>\n\t\t<p>Customer care who are using the products by Mail<\/p>\n\t\t\t<h4>CHAT and LINE support<\/h4>\n\t\t<p>Customer care who is using the products by CHAT and LINE<\/p>\n\t\t\t<h4>BPO<\/h4>\n\t\t<p>Data entry: Put customer information into the system<\/p>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"2560\" height=\"2267\" src=\"https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2023\/06\/client-scaled.jpg\" alt=\"client\" srcset=\"https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2023\/06\/client-scaled.jpg 2560w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2023\/06\/client-300x266.jpg 300w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2023\/06\/client-1024x907.jpg 1024w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2023\/06\/client-768x680.jpg 768w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2023\/06\/client-1536x1360.jpg 1536w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2023\/06\/client-2048x1814.jpg 2048w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2023\/06\/client-14x12.jpg 14w\" sizes=\"auto, (max-width: 2560px) 100vw, 2560px\" \/>\n\t\t\t<h2>Results<\/h2>\n\t\t\t<h3>AI system<\/h3>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"848\" src=\"https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2023\/06\/results-1024x848.jpg\" alt=\"results\" srcset=\"https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2023\/06\/results-1024x848.jpg 1024w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2023\/06\/results-300x248.jpg 300w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2023\/06\/results-768x636.jpg 768w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2023\/06\/results-1536x1272.jpg 1536w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2023\/06\/results-2048x1696.jpg 2048w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2023\/06\/results-14x12.jpg 14w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/>\n\t\t\t<h3>KANDO<\/h3>\n\t\t<ul><li>Reaching to the emotional side, sharing and empathizing with customers, giving an intimate impression, bringing value beyond expectations for customers.<\/li><li>Reducing AHT for cases, increasing the rate of answering calls, and entering information quickly.<\/li><li>Explaining the issue clearly, understanding the customer&#039;s demand &amp; improving email response time.<\/li><\/ul>\n\t\t\t<h2>RELATED SOLUTION<\/h2>\n\t\t\t<a href=\"https:\/\/bell24vietnam.vn\/en\/contact-center-services\/\" role=\"button\">\n\t\t\t\t\t\tContact center\n\t\t\t\t\t<\/a>\n\t\t\t<a href=\"https:\/\/bell24vietnam.vn\/en\/other-bpo-services\/\" role=\"button\">\n\t\t\t\t\t\tBPO: Data entry\n\t\t\t\t\t<\/a>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>","protected":false},"excerpt":{"rendered":"<p>Optimizing productivity by increasing the rate of answering calls and entering information quickly Eliminate counterproductive silos and optimize your business [&hellip;]<\/p>","protected":false},"author":1,"featured_media":14697,"parent":10420,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"site-sidebar-layout":"no-sidebar","site-content-layout":"page-builder","ast-site-content-layout":"full-width-container","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"disabled","ast-breadcrumbs-content":"","ast-featured-img":"disabled","footer-sml-layout":"","theme-transparent-header-meta":"default","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"set","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"var(--ast-global-color-4)","background-image":"","background-repeat":"repeat","background-position":"center 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