{"id":20868,"date":"2025-07-23T10:53:41","date_gmt":"2025-07-23T03:53:41","guid":{"rendered":"https:\/\/bell24vietnam.vn\/?p=20868"},"modified":"2025-12-08T16:44:49","modified_gmt":"2025-12-08T09:44:49","slug":"cost-savings-in-customer-care-for-businesses","status":"publish","type":"post","link":"https:\/\/bell24vietnam.vn\/en\/knowledge\/cost-savings-in-customer-care-for-businesses\/","title":{"rendered":"Optimizing customer service costs for businesses"},"content":{"rendered":"<div class=\"relative h-full\">\n<div class=\"bg-bg-000 flex h-full flex-col relative\">\n<div class=\"ease-out duration-200 relative flex w-full flex-1 overflow-x-auto overflow-y-scroll\">\n<div class=\"w-full h-full relative\">\n<div class=\"w-full h-full relative [&amp;_*::selection]:bg-secondary-000\/10\" tabindex=\"0\">\n<div id=\"markdown-artifact\" class=\"font-claude-message mx-auto w-full max-w-3xl leading-[1.65rem] -tracking-[0.015em] px-6 pt-4 md:pt-6 md:px-11\" tabindex=\"0\">\n<div class=\"grid-cols-1 grid gap-2.5 [&amp;_&gt;_*]:min-w-0 !gap-3.5\">\n<p class=\"whitespace-normal break-words\">Trong b\u1ed1i c\u1ea3nh kinh doanh c\u1ea1nh tranh, vi\u1ec7c ti\u1ebft ki\u1ec7m chi ph\u00ed ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng kh\u00f4ng ch\u1ec9 l\u00e0 mong mu\u1ed1n, m\u00e0 l\u00e0 y\u00eau c\u1ea7u b\u1eaft bu\u1ed9c \u0111\u1ec3 doanh nghi\u1ec7p \u0111\u1ea3m b\u1ea3o l\u1ee3i nhu\u1eadn v\u00e0 ph\u00e1t tri\u1ec3n. Nhi\u1ec1u doanh nghi\u1ec7p \u0111ang t\u00ecm ki\u1ebfm gi\u1ea3i ph\u00e1p \u0111\u1ec3 gi\u1ea3m chi ph\u00ed v\u1eadn h\u00e0nh m\u00e0 v\u1eabn \u0111\u1ea3m b\u1ea3o ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng xu\u1ea5t s\u1eafc.<\/p>\n<p><img fetchpriority=\"high\" decoding=\"async\" class=\"aligncenter wp-image-20874 size-full\" src=\"https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2025\/07\/CSKH.jpg\" alt=\"Customer Service Department expenses\" width=\"1201\" height=\"800\" srcset=\"https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2025\/07\/CSKH.jpg 1201w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2025\/07\/CSKH-300x200.jpg 300w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2025\/07\/CSKH-1024x682.jpg 1024w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2025\/07\/CSKH-768x512.jpg 768w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2025\/07\/CSKH-18x12.jpg 18w\" sizes=\"(max-width: 1201px) 100vw, 1201px\" \/><\/p>\n<h2 class=\"text-xl font-bold text-text-100 mt-1 -mb-0.5\">Why is it necessary to optimize customer service costs?<\/h2>\n<p class=\"whitespace-normal break-words\">Chi ph\u00ed ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng th\u01b0\u1eddng chi\u1ebfm m\u1ed9t t\u1ef7 l\u1ec7 \u0111\u00e1ng k\u1ec3 trong ng\u00e2n s\u00e1ch v\u1eadn h\u00e0nh c\u1ee7a doanh nghi\u1ec7p. Theo nghi\u00ean c\u1ee9u c\u1ee7a Bellsystem24 Vietnam, c\u00e1c c\u00f4ng ty c\u00f3 th\u1ec3 ti\u1ebft ki\u1ec7m t\u1eeb 20-40% chi ph\u00ed khi \u00e1p d\u1ee5ng c\u00e1c chi\u1ebfn l\u01b0\u1ee3c t\u1ed1i \u01b0u h\u00f3a ph\u00f9 h\u1ee3p.<\/p>\n<blockquote>\n<p class=\"whitespace-normal break-words\">Vi\u1ec7c ti\u1ebft ki\u1ec7m chi ph\u00ed ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng kh\u00f4ng c\u00f3 ngh\u0129a l\u00e0 c\u1eaft gi\u1ea3m ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5, m\u00e0 l\u00e0 t\u00ecm ra nh\u1eefng c\u00e1ch th\u1ee9c hi\u1ec7u qu\u1ea3 h\u01a1n \u0111\u1ec3 ph\u1ee5c v\u1ee5 kh\u00e1ch h\u00e0ng.<\/p>\n<\/blockquote>\n<h3 class=\"text-lg font-bold text-text-100 mt-1 -mb-1.5\">Common challenges in cost management<\/h3>\n<p class=\"whitespace-normal break-words\">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.<\/p>\n<h2>Where should you start to optimize costs?<\/h2>\n<p>To answer this question, analyze the cost structure of the customer service department. Below are five common cost categories.<img decoding=\"async\" class=\"aligncenter wp-image-20873 size-full\" src=\"https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2025\/07\/Co-cau-chi-phi.jpg\" alt=\"Cost structure\" width=\"800\" height=\"800\" srcset=\"https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2025\/07\/Co-cau-chi-phi.jpg 800w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2025\/07\/Co-cau-chi-phi-300x300.jpg 300w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2025\/07\/Co-cau-chi-phi-150x150.jpg 150w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2025\/07\/Co-cau-chi-phi-768x768.jpg 768w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2025\/07\/Co-cau-chi-phi-12x12.jpg 12w\" sizes=\"(max-width: 800px) 100vw, 800px\" \/><\/p>\n<h3>1. Personnel expenses (~60-70%)<\/h3>\n<p>This is the cost category with the highest proportion. It includes:<\/p>\n<ul>\n<li>Base salary for Customer Service Representatives, Team Leaders, QA...<\/li>\n<li>Insurance costs, bonuses, benefits<\/li>\n<li data-start=\"516\" data-end=\"556\">\n<p data-start=\"518\" data-end=\"556\">Recruitment costs, initial and periodic training<\/p>\n<\/li>\n<\/ul>\n<p>This cost category can be fixed or fluctuate up or down depending on the company's usage needs.<\/p>\n<h3>2. Technology system (~5-10%)<\/h3>\n<ul>\n<li data-start=\"841\" data-end=\"884\">Call Center (PBX\/IP-PBX\/Cloud Call Center)<\/li>\n<li data-start=\"887\" data-end=\"912\">Customer Relationship Management (CRM), Ticketing system<\/li>\n<li data-start=\"915\" data-end=\"956\">Chat software, chatbot, email routing<\/li>\n<li data-start=\"959\" data-end=\"1004\">System integration costs (API, CRM, ERP)<\/li>\n<\/ul>\n<h3>3. Telecommunications costs (~5-10%)<\/h3>\n<p data-start=\"1207\" data-end=\"1247\">Primarily with voice channels (outbound\/inbound calls). For large customer service centers, domestic voice charges are significant if call volume is high.<\/p>\n<p data-start=\"1249\" data-end=\"1261\"><strong>Include:<\/strong><\/p>\n<ul>\n<li data-start=\"1264\" data-end=\"1308\">C\u01b0\u1edbc g\u1ecdi \u0111i\u1ec7n tho\u1ea1i<\/li>\n<li data-start=\"1311\" data-end=\"1347\">Rent a prefix (1800, 1900, SIP number)<\/li>\n<li data-start=\"1350\" data-end=\"1383\">Internet bandwidth, IP Phone<\/li>\n<\/ul>\n<h3 data-start=\"1493\" data-end=\"1539\"><strong data-start=\"1499\" data-end=\"1539\">4. Infrastructure &amp; Facilities (~5-10%)<\/strong><\/h3>\n<p data-start=\"1541\" data-end=\"1553\">Include:<\/p>\n<ul>\n<li data-start=\"1556\" data-end=\"1588\">Lease space (if in-house)<\/li>\n<li data-start=\"1591\" data-end=\"1632\">Equipment: computer, headphones, desk and chair<\/li>\n<li data-start=\"1635\" data-end=\"1682\">Electricity, water, maintenance, office supplies<\/li>\n<\/ul>\n<h3><strong data-start=\"1695\" data-end=\"1739\">5. Quality Management &amp; Improvement (~5%)<\/strong><\/h3>\n<p data-start=\"1741\" data-end=\"1753\">Include:<\/p>\n<ul>\n<li data-start=\"1756\" data-end=\"1778\">Recruitment costs<\/li>\n<li data-start=\"1781\" data-end=\"1825\">Kh\u1ea3o s\u00e1t h\u00e0i l\u00f2ng kh\u00e1ch h\u00e0ng (<span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/cx-ex-loyalty\/tinh-csat\/\">CSAT<\/a><\/span>, <span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/cx-ex-loyalty\/knowledge-about-nps-and-how-to-measure-it\/\">NPS<\/a><\/span>)<\/li>\n<li data-start=\"1828\" data-end=\"1882\">Call data analysis tool, QA automation<\/li>\n<li data-start=\"1885\" data-end=\"1924\">E-learning software, internal training<\/li>\n<\/ul>\n<p>Based on the above cost groups, we can easily see the group <strong>Chi ph\u00ed nh\u00e2n s\u1ef1 l\u00e0 nh\u00f3m chi\u1ebfm t\u1ef7 tr\u1ecdng cao nh\u1ea5t<\/strong> (60-70%) v\u00e0 \u0111\u00e2y c\u0169ng l\u00e0 nh\u00f3m c\u1ea7n t\u1eadp trung t\u1ed1i \u01b0u. Nh\u01b0ng kh\u00e1c v\u1edbi vi\u1ec7c c\u1eaft gi\u1ea3m kh\u00f4ng c\u00f3 k\u1ebf ho\u1ea1ch, doanh nghi\u1ec7p c\u1ea7n n\u1ed7 l\u1ef1c n\u00e2ng cao hi\u1ec7u su\u1ea5t l\u00e0m vi\u1ec7c c\u1ee7a t\u1ed5ng \u0111\u00e0i vi\u00ean, th\u00f4ng qua vi\u1ec7c cung c\u1ea5p cho h\u1ecd c\u00e1c n\u1ec1n t\u1ea3ng ki\u1ebfn th\u1ee9c, c\u00f4ng c\u1ee5 h\u1ed7 tr\u1ee3, v\u00e0 <span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/knowledge\/so-do-quy-trinh-cham-soc-khach-hang\/\">quy tr\u00ecnh th\u1ef1c hi\u1ec7n c\u00f4ng vi\u1ec7c b\u00e0i b\u1ea3n<\/a><\/span> \u0111\u1ec3 gi\u00fap h\u1ecd gia t\u0103ng hi\u1ec7u su\u1ea5t. T\u1eeb \u0111\u00f3 m\u1ed9t t\u1ed5ng \u0111\u00e0i vi\u00ean c\u00f3 th\u1ec3 \u0111\u1ea1t hi\u1ec7u su\u1ea5t g\u1ea5p 2, 3 l\u1ea7n, gi\u00fap doanh nghi\u1ec7p gi\u1ea3m chi ph\u00ed nh\u00e2n s\u1ef1, khi ch\u1ec9 c\u1ea7n tuy\u1ec3n \u00edt ng\u01b0\u1eddi m\u00e0 c\u00f4ng vi\u1ec7c v\u1eabn \u0111\u1ea3m b\u1ea3o ch\u1ea5t l\u01b0\u1ee3ng.<\/p>\n<h2 data-start=\"518\" data-end=\"556\">Cost-saving strategies that are effective while still ensuring quality<\/h2>\n<h3 data-start=\"518\" data-end=\"556\">1. Implement smart technology<\/h3>\n<h4 class=\"text-base font-bold text-text-100 mt-1\">Multi-tier chatbot and AI support<\/h4>\n<p class=\"whitespace-normal break-words\">Instead of completely replacing employees, <span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/knowledge\/chatbot-technology\/\">chatbot<\/a><\/span> n\u00ean \u0111\u01b0\u1ee3c thi\u1ebft k\u1ebf nh\u01b0 tuy\u1ebfn ph\u00f2ng th\u1ee7 \u0111\u1ea7u ti\u00ean. N\u00f3 c\u00f3 th\u1ec3 x\u1eed l\u00fd 65-75% c\u00e1c c\u00e2u h\u1ecfi th\u01b0\u1eddng g\u1eb7p nh\u01b0 ki\u1ec3m tra \u0111\u01a1n h\u00e0ng, th\u00f4ng tin s\u1ea3n ph\u1ea9m c\u01a1 b\u1ea3n, v\u00e0 h\u01b0\u1edbng d\u1eabn s\u1eed d\u1ee5ng. Khi g\u1eb7p c\u00e2u h\u1ecfi ph\u1ee9c t\u1ea1p, h\u1ec7 th\u1ed1ng s\u1ebd chuy\u1ec3n ti\u1ebfp m\u1ed9t c\u00e1ch m\u01b0\u1ee3t m\u00e0 \u0111\u1ebfn nh\u00e2n vi\u00ean c\u00f3 chuy\u00ean m\u00f4n, k\u00e8m theo to\u00e0n b\u1ed9 th\u00f4ng tin kh\u00e1ch h\u00e0ng \u0111\u00e3 cung c\u1ea5p.<\/p>\n<p><img decoding=\"async\" class=\"aligncenter wp-image-20872 size-full\" src=\"https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2025\/07\/Chatbot.jpg\" alt=\"Chatbot\" width=\"1201\" height=\"801\" srcset=\"https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2025\/07\/Chatbot.jpg 1201w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2025\/07\/Chatbot-300x200.jpg 300w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2025\/07\/Chatbot-1024x683.jpg 1024w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2025\/07\/Chatbot-768x512.jpg 768w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2025\/07\/Chatbot-18x12.jpg 18w\" sizes=\"(max-width: 1201px) 100vw, 1201px\" \/><\/p>\n<h4 class=\"text-base font-bold text-text-100 mt-1\">Smart CRM integration<\/h4>\n<p class=\"whitespace-normal break-words\"><span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/knowledge\/crm\/\">CRM System<\/a><\/span> hi\u1ec7n \u0111\u1ea1i kh\u00f4ng ch\u1ec9 l\u01b0u tr\u1eef th\u00f4ng tin kh\u00e1ch h\u00e0ng m\u00e0 c\u00f2n d\u1ef1 \u0111o\u00e1n nhu c\u1ea7u v\u00e0 g\u1ee3i \u00fd gi\u1ea3i ph\u00e1p. \u0110i\u1ec1u n\u00e0y gi\u00fap nh\u00e2n vi\u00ean x\u1eed l\u00fd y\u00eau c\u1ea7u nhanh h\u01a1n 40% so v\u1edbi ph\u01b0\u01a1ng ph\u00e1p truy\u1ec1n th\u1ed1ng, \u0111\u1ed3ng th\u1eddi <span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/knowledge\/customer-experience-2\/\">c\u00e1 nh\u00e2n h\u00f3a tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng.<\/a><\/span><\/p>\n<h3 class=\"text-lg font-bold text-text-100 mt-1 -mb-1.5\">2. Optimize the process from start to finish<\/h3>\n<figure id=\"attachment_21285\" aria-describedby=\"caption-attachment-21285\" style=\"width: 1378px\" class=\"wp-caption aligncenter\"><img loading=\"lazy\" decoding=\"async\" class=\"wp-image-21285 size-full\" src=\"https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2025\/10\/Quy-trinh-CSKH-Co\u031b-ba\u0309n.webp\" alt=\"Basic Customer Service Process\" width=\"1378\" height=\"862\" srcset=\"https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2025\/10\/Quy-trinh-CSKH-Co\u031b-ba\u0309n.webp 1378w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2025\/10\/Quy-trinh-CSKH-Co\u031b-ba\u0309n-300x188.webp 300w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2025\/10\/Quy-trinh-CSKH-Co\u031b-ba\u0309n-1024x641.webp 1024w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2025\/10\/Quy-trinh-CSKH-Co\u031b-ba\u0309n-768x480.webp 768w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2025\/10\/Quy-trinh-CSKH-Co\u031b-ba\u0309n-18x12.webp 18w\" sizes=\"(max-width: 1378px) 100vw, 1378px\" \/><figcaption id=\"caption-attachment-21285\" class=\"wp-caption-text\">Basic Customer Service Process<\/figcaption><\/figure>\n<p><span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/knowledge\/customer-service-process\/\">M\u1eabu quy tr\u00ecnh CSKH chuy\u00ean nghi\u1ec7p \u2192<\/a><\/span><\/p>\n<h4 class=\"text-base font-bold text-text-100 mt-1\">Apply the Lean Six Sigma methodology<\/h4>\n<p class=\"whitespace-normal break-words\">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.<\/p>\n<h4 class=\"text-base font-bold text-text-100 mt-1\">Build a comprehensive knowledge base<\/h4>\n<p class=\"whitespace-normal break-words\">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.<\/p>\n<h4 class=\"text-base font-bold text-text-100 mt-1\">Set up a smart routing system<\/h4>\n<p class=\"whitespace-normal break-words\">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.<\/p>\n<h3 class=\"text-lg font-bold text-text-100 mt-1 -mb-1.5\">3. Develop an effective workforce<\/h3>\n<h4 class=\"text-base font-bold text-text-100 mt-1\">Multi-level training program<\/h4>\n<p class=\"whitespace-normal break-words\">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%.<\/p>\n<p><strong>See also:<\/strong> <span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/knowledge\/the-skills-to-become-an-outstanding-customer-service-representative\/\">EXCELLENT CUSTOMER SERVICE SKILLS \u2013 HANDBOOK<\/a><\/span><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-20871 size-full\" src=\"https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2025\/07\/Dong-luc.jpg\" alt=\"Dong Luc\" width=\"1201\" height=\"801\" srcset=\"https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2025\/07\/Dong-luc.jpg 1201w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2025\/07\/Dong-luc-300x200.jpg 300w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2025\/07\/Dong-luc-1024x683.jpg 1024w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2025\/07\/Dong-luc-768x512.jpg 768w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2025\/07\/Dong-luc-18x12.jpg 18w\" sizes=\"(max-width: 1201px) 100vw, 1201px\" \/><\/p>\n<h4 class=\"text-base font-bold text-text-100 mt-1\">Motivate and retain employees<\/h4>\n<p class=\"whitespace-normal break-words\">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%.<\/p>\n<h3 class=\"text-lg font-bold text-text-100 mt-1 -mb-1.5\">4. Implementing the Self-Service Solution<\/h3>\n<h4 class=\"text-base font-bold text-text-100 mt-1\">Self-service customer portal<\/h4>\n<p class=\"whitespace-normal break-words\">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.<\/p>\n<h4 class=\"text-base font-bold text-text-100 mt-1\">Video tutorials and interactive guides<\/h4>\n<p class=\"whitespace-normal break-words\">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.<\/p>\n<h3 class=\"text-lg font-bold text-text-100 mt-1 -mb-1.5\">5. Analytics and data applications<\/h3>\n<h4 class=\"text-base font-bold text-text-100 mt-1\">Predict and prevent problems<\/h4>\n<p class=\"whitespace-normal break-words\">Use predictive analytics to anticipate potential issues and proactively contact customers. This approach reduces complaint calls by 30-40% and enhances customer satisfaction.<\/p>\n<h4 class=\"text-base font-bold text-text-100 mt-1\">Optimize employee schedules<\/h4>\n<p class=\"whitespace-normal break-words\">Analyze historical data to predict call volume by hour, day, and month. This helps schedule shifts efficiently, reduce overtime costs, and ensure <span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/kien-thuc\/cach-tinh-service-level-trong-call-center\/\">service level.<\/a><\/span><\/p>\n<h3 class=\"text-lg font-bold text-text-100 mt-1 -mb-1.5\">6. Quality management using technology<\/h3>\n<h4 class=\"text-base font-bold text-text-100 mt-1\">Speech analytics and sentiment analysis<\/h4>\n<p class=\"whitespace-normal break-words\">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.<\/p>\n<h4 class=\"text-base font-bold text-text-100 mt-1\">Real-time coaching<\/h4>\n<p class=\"whitespace-normal break-words\">Provide suggestions and guidance to employees while interacting with customers through an AI assistant, helping to improve call quality and reduce processing time.<\/p>\n<h2 class=\"text-xl font-bold text-text-100 mt-1 -mb-0.5\">Balancing cost savings and service quality<\/h2>\n<h3 class=\"text-lg font-bold text-text-100 mt-1 -mb-1.5\">The principle of \"Quality First, Cost Second\"<\/h3>\n<p class=\"whitespace-normal break-words\">Many businesses make the mistake of trying to cut costs at all costs while forgetting the importance of quality. <strong>Save on customer service costs<\/strong> 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.<\/p>\n<h3 class=\"text-lg font-bold text-text-100 mt-1 -mb-1.5\">Smart investment instead of blind cuts<\/h3>\n<p class=\"whitespace-normal break-words\">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 <span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/cx-ex-loyalty\/tinh-csat\/\">customer satisfaction score<\/a><\/span> from 7.5 to 8.2\/10.<\/p>\n<h2 class=\"text-xl font-bold text-text-100 mt-1 -mb-0.5\">Outsourcing Model \u2013 A Smart Choice<\/h2>\n<h3 class=\"text-lg font-bold text-text-100 mt-1 -mb-1.5\">When should you consider outsourcing?<\/h3>\n<p class=\"whitespace-normal break-words\">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.<\/p>\n<h3 class=\"text-lg font-bold text-text-100 mt-1 -mb-1.5\">Bellsystem24 Vietnam \u2013 Your Trusted Partner<\/h3>\n<p class=\"whitespace-normal break-words\">Bellsystem24 Vietnam, v\u1edbi nhi\u1ec1u n\u0103m kinh nghi\u1ec7m trong l\u0129nh v\u1ef1c <span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/call-center\/\">Call center<\/a><\/span> v\u00e0 BPO t\u1ea1i Vi\u1ec7t Nam, hi\u1ec3u r\u00f5 t\u1ea7m quan tr\u1ecdng c\u1ee7a vi\u1ec7c c\u00e2n b\u1eb1ng gi\u1eefa chi ph\u00ed v\u00e0 ch\u1ea5t l\u01b0\u1ee3ng. C\u00f4ng ty \u00e1p d\u1ee5ng m\u00f4 h\u00ecnh &#8220;Smart Cost Optimization&#8221; &#8211; t\u1ed1i \u01b0u chi ph\u00ed th\u00f4ng minh m\u00e0 kh\u00f4ng gi\u1ea3m ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5.<\/p>\n<div style=\"width: 1920px;\" class=\"wp-video\"><video class=\"wp-video-shortcode\" id=\"video-20868-1\" width=\"1920\" height=\"1080\" poster=\"https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2019\/09\/call-center-la-gi.png\" preload=\"metadata\" controls=\"controls\"><source type=\"video\/mp4\" src=\"https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2024\/10\/Service_Contact-Center.mp4?_=1\" \/><a href=\"https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2024\/10\/Service_Contact-Center.mp4\">https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2024\/10\/Service_Contact-Center.mp4<\/a><\/video><\/div>\n<h2 class=\"text-xl font-bold text-text-100 mt-1 -mb-0.5\"><\/h2>\n<p class=\"whitespace-normal break-words\"><strong>Save on customer service costs<\/strong> 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.<\/p>\n<p class=\"whitespace-normal break-words\">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.<\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>Trong b\u1ed1i c\u1ea3nh kinh doanh c\u1ea1nh tranh, vi\u1ec7c ti\u1ebft ki\u1ec7m chi ph\u00ed ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng kh\u00f4ng ch\u1ec9 l\u00e0 mong [&hellip;]<\/p>","protected":false},"author":13,"featured_media":20870,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"site-sidebar-layout":"default","site-content-layout":"","ast-site-content-layout":"default","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":"","ast-breadcrumbs-content":"","ast-featured-img":"","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 center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"ast-content-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"footnotes":""},"categories":[8,12],"tags":[25],"class_list":["post-20868","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-cx-ex-loyalty","category-kien-thuc","tag-cham-soc-khach-hang"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v23.0 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>T\u1ed1i \u01b0u chi ph\u00ed ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng cho doanh nghi\u1ec7p - Bellsystem24 Vietnam<\/title>\n<meta name=\"description\" content=\"Vi\u1ec7c t\u1ed1i \u01b0u chi ph\u00ed ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng kh\u00f4ng c\u00f3 ngh\u0129a l\u00e0 c\u1eaft gi\u1ea3m ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5, m\u00e0 l\u00e0 t\u00ecm ra nh\u1eefng c\u00e1ch th\u1ee9c hi\u1ec7u qu\u1ea3 h\u01a1n \u0111\u1ec3 ph\u1ee5c v\u1ee5 kh\u00e1ch h\u00e0ng. 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