{"id":21927,"date":"2026-06-23T15:12:28","date_gmt":"2026-06-23T08:12:28","guid":{"rendered":"https:\/\/bell24vietnam.vn\/?p=21927"},"modified":"2026-06-23T15:12:28","modified_gmt":"2026-06-23T08:12:28","slug":"giu-du-an-telesale-outsource-o-dinh-hieu-suat","status":"publish","type":"post","link":"https:\/\/bell24vietnam.vn\/en\/knowledge\/giu-du-an-telesale-outsource-o-dinh-hieu-suat\/","title":{"rendered":"L\u00e0m th\u1ebf n\u00e0o \u0111\u1ec3 gi\u1eef d\u1ef1 \u00e1n Telesale Outsource \u1edf \u0111\u1ec9nh hi\u1ec7u su\u1ea5t?"},"content":{"rendered":"

Nhi\u1ec1u doanh nghi\u1ec7p k\u00fd h\u1ee3p \u0111\u1ed3ng telesale outsource<\/a><\/span> v\u1edbi k\u1ef3 v\u1ecdng t\u0103ng doanh s\u1ed1, v\u00e0 c\u00f3 th\u1eddi gian t\u1eadp trung v\u00e0o s\u1ea3n ph\u1ea9m c\u1ed1t l\u00f5i. Trong 2\u20133 th\u00e1ng \u0111\u1ea7u, k\u1ebft qu\u1ea3 th\u01b0\u1eddng \u0111\u00e1p \u1ee9ng \u0111\u00fang k\u1ef3 v\u1ecdng, KPI \u0111i \u0111\u00fang h\u01b0\u1edbng.<\/p>\n

Nh\u01b0ng \u0111\u1ebfn th\u00e1ng th\u1ee9 4, th\u1ee9 5, c\u00e1c ch\u1ec9 s\u1ed1 b\u1eaft \u0111\u1ea7u ch\u1eefng l\u1ea1i, t\u1ef7 l\u1ec7 chuy\u1ec3n \u0111\u1ed5i gi\u1ea3m d\u1ea7n. Agent v\u1eabn g\u1ecdi \u0111\u1ee7 s\u1ed1 cu\u1ed9c, nh\u01b0ng hi\u1ec7u qu\u1ea3 kh\u00f4ng c\u00f2n nh\u01b0 tr\u01b0\u1edbc. Doanh nghi\u1ec7p b\u1eaft \u0111\u1ea7u \u0111\u1eb7t c\u00e2u h\u1ecfi: \u0110\u01a1n v\u1ecb outsource c\u00f3 \u0111ang l\u00e0m t\u1ed1t kh\u00f4ng? Hay \u0111\u00e2y l\u00e0 gi\u1edbi h\u1ea1n c\u1ee7a m\u00f4 h\u00ecnh n\u00e0y?<\/em><\/p>\n

Th\u1ef1c t\u1ebf, \u0111\u00e2y kh\u00f4ng ph\u1ea3i v\u1ea5n \u0111\u1ec1 c\u1ee7a m\u1ed9t \u0111\u01a1n v\u1ecb c\u1ee5 th\u1ec3. \u0110\u00e2y l\u00e0 quy lu\u1eadt v\u1eadn h\u00e0nh c\u1ee7a v\u00f2ng \u0111\u1eddi d\u1ef1 \u00e1n telesale, v\u00e0 ph\u1ea7n l\u1edbn s\u1ef1 suy gi\u1ea3m c\u00f3 th\u1ec3 \u0111\u01b0\u1ee3c ph\u00f2ng ng\u1eeba, ho\u1eb7c \u00edt nh\u1ea5t l\u00e0 tr\u00ec ho\u00e3n \u0111\u00e1ng k\u1ec3, n\u1ebfu \u0111\u01b0\u1ee3c qu\u1ea3n tr\u1ecb \u0111\u00fang t\u1eeb \u0111\u1ea7u.<\/p>\n

V\u00f2ng \u0111\u1eddi c\u1ee7a m\u1ed9t d\u1ef1 \u00e1n telesale di\u1ec5n ra nh\u01b0 th\u1ebf n\u00e0o?<\/h2>\n

B\u1ea5t k\u1ef3 d\u1ef1 \u00e1n telesale n\u00e0o, d\u00f9 quy m\u00f4 nh\u1ecf hay l\u1edbn, ng\u00e0nh t\u00e0i ch\u00ednh, b\u1ea3o hi\u1ec3m hay FMCG, \u0111\u1ec1u \u0111i qua n\u0103m giai \u0111o\u1ea1n c\u00f3 th\u1ec3 d\u1ef1 b\u00e1o \u0111\u01b0\u1ee3c.<\/p>\n

\"vong<\/p>\n

Giai \u0111o\u1ea1n 1 \u2013 Setup: Chi ph\u00ed cao, doanh thu th\u1ea5p<\/h3>\n

\u0110\u00e2y l\u00e0 giai \u0111o\u1ea1n \u0111\u1eb7t n\u1ec1n m\u00f3ng, bao g\u1ed3m c\u00e1c ho\u1ea1t \u0111\u1ed9ng: k\u00fd h\u1ee3p \u0111\u1ed3ng, x\u00e2y d\u1ef1ng SOP, tuy\u1ec3n d\u1ee5ng v\u00e0 \u0111\u00e0o t\u1ea1o \u0111\u1ed9i ng\u0169 agent, thi\u1ebft l\u1eadp h\u1ec7 th\u1ed1ng k\u1ef9 thu\u1eadt v\u00e0 quy tr\u00ecnh b\u00e1o c\u00e1o. Chi ph\u00ed v\u1eadn h\u00e0nh giai \u0111o\u1ea1n n\u00e0y \u1edf m\u1ee9c cao nh\u1ea5t, trong khi doanh thu g\u1ea7n nh\u01b0 b\u1eb1ng kh\u00f4ng.<\/p>\n

Sai l\u1ea7m ph\u1ed5 bi\u1ebfn nh\u1ea5t \u1edf giai \u0111o\u1ea1n n\u00e0y l\u00e0 doanh nghi\u1ec7p k\u1ef3 v\u1ecdng KPI ngay t\u1eeb tu\u1ea7n \u0111\u1ea7u. \u00c1p l\u1ef1c ng\u1eafn h\u1ea1n \u0111\u00f3 khi\u1ebfn \u0111\u1ed9i ng\u0169 b\u1ecf qua nh\u1eefng b\u01b0\u1edbc n\u1ec1n t\u1ea3ng quan tr\u1ecdng v\u00e0 v\u1ea5n \u0111\u1ec1 s\u1ebd l\u1ed9 ra sau \u0111\u00f3, khi \u0111\u00e3 kh\u00f3 s\u1eeda.<\/p>\n

Giai \u0111o\u1ea1n 2 \u2013 Ramp-up: T\u0103ng tr\u01b0\u1edfng, h\u01b0\u1edbng t\u1edbi h\u00f2a v\u1ed1n<\/h3>\n

To\u00e0n h\u1ec7 th\u1ed1ng b\u1eaft \u0111\u1ea7u “v\u00e0o gu\u1ed3ng”. S\u1ea3n l\u01b0\u1ee3ng cu\u1ed9c g\u1ecdi t\u0103ng, t\u1ef7 l\u1ec7 chuy\u1ec3n \u0111\u1ed5i \u0111\u01b0\u1ee3c c\u1ea3i thi\u1ec7n theo tu\u1ea7n, chi ph\u00ed tr\u00ean m\u1ed7i k\u1ebft qu\u1ea3 gi\u1ea3m d\u1ea7n. \u0110\u00e2y l\u00e0 giai \u0111o\u1ea1n m\u00e0 m\u1ecdi bi\u1ec3u \u0111\u1ed3 \u0111\u1ec1u \u0111i l\u00ean v\u00e0 c\u0169ng l\u00e0 l\u00fac nhi\u1ec1u doanh nghi\u1ec7p b\u1eaft \u0111\u1ea7u “th\u1ea3 tay”, \u0111\u1ec3 d\u1ef1 \u00e1n t\u1ef1 ch\u1ea1y.<\/p>\n

\u0110\u00e2y ch\u00ednh l\u00e0 \u0111i\u1ec3m kh\u1edfi \u0111\u1ea7u c\u1ee7a v\u1ea5n \u0111\u1ec1.<\/p>\n

Giai \u0111o\u1ea1n 3 \u2013 Maturity (\u0110\u1ec9nh): Hi\u1ec7u su\u1ea5t cao nh\u1ea5t, l\u1ee3i nhu\u1eadn t\u1ed1i \u01b0u<\/h3>\n

KPI \u1ed5n \u0111\u1ecbnh. Chi ph\u00ed tr\u00ean m\u1ed7i k\u1ebft qu\u1ea3 \u1edf m\u1ee9c th\u1ea5p nh\u1ea5t. \u0110\u1ed9i ng\u0169 agent ho\u1ea1t \u0111\u1ed9ng nh\u1ecbp nh\u00e0ng. \u0110\u00e2y l\u00e0 v\u00f9ng m\u00e0 m\u1ecdi doanh nghi\u1ec7p mu\u1ed1n \u1edf l\u1ea1i l\u00e2u nh\u1ea5t. Nh\u01b0ng theo quy lu\u1eadt t\u1ef1 nhi\u00ean, kh\u00f4ng c\u00f3 g\u00ec \u1edf \u0111\u1ec9nh m\u00e3i n\u1ebfu kh\u00f4ng c\u00f3 can thi\u1ec7p ch\u1ee7 \u0111\u1ed9ng \u0111\u1ec3 duy tr\u00ec n\u00f3.<\/p>\n

Giai \u0111o\u1ea1n 4 \u2013 Decline: B\u00e3o h\u00f2a v\u00e0 suy gi\u1ea3m<\/h3>\n

Giai \u0111o\u1ea1n cho th\u1ea5y data th\u1ecb tr\u01b0\u1eddng b\u1eaft \u0111\u1ea7u c\u1ea1n. Ch\u1ea5t l\u01b0\u1ee3ng leads gi\u1ea3m. T\u1ef7 l\u1ec7 t\u1eeb ch\u1ed1i t\u0103ng. M\u1ed9t s\u1ed1 nh\u00e2n s\u1ef1 ch\u1ee7 ch\u1ed1t b\u1eaft \u0111\u1ea7u bi\u1ebfn \u0111\u1ed9ng v\u00e0 mu\u1ed1n ngh\u1ec9 vi\u1ec7c. Doanh thu gi\u1ea3m d\u1ea7n trong khi chi ph\u00ed v\u1eadn h\u00e0nh v\u1eabn gi\u1eef nguy\u00ean, nh\u00e0 qu\u1ea3n l\u00fd cho th\u1ec3 nh\u1eadn th\u1ea5y ROI b\u1eaft \u0111\u1ea7u \u0111i xu\u1ed1ng.<\/p>\n

Giai \u0111o\u1ea1n 5 \u2013 Renewal\/Exit: Quy\u1ebft \u0111\u1ecbnh ti\u1ebfp theo<\/h3>\n

Doanh nghi\u1ec7p \u0111\u1ee9ng tr\u01b0\u1edbc hai l\u1ef1a ch\u1ecdn: gia h\u1ea1n v\u1edbi chi\u1ebfn l\u01b0\u1ee3c \u0111\u01b0\u1ee3c t\u00e1i thi\u1ebft k\u1ebf, ho\u1eb7c k\u1ebft th\u00fac h\u1ee3p \u0111\u1ed3ng. Quy\u1ebft \u0111\u1ecbnh \u0111\u00fang ph\u1ee5 thu\u1ed9c v\u00e0o \u0111\u00e1nh gi\u00e1 trung th\u1ef1c v\u1ec1 ti\u1ec1m n\u0103ng c\u00f2n l\u1ea1i c\u1ee7a th\u1ecb tr\u01b0\u1eddng v\u00e0 n\u0103ng l\u1ef1c c\u1ea3i thi\u1ec7n c\u1ee7a c\u1ea3 hai b\u00ean.<\/p>\n

T\u1ea1i sao h\u1ea7u h\u1ebft d\u1ef1 \u00e1n telesale \u0111\u1ee5ng tr\u1ea7n r\u1ed3i \u0111i xu\u1ed1ng sau 3-6 th\u00e1ng?<\/h2>\n

Khi ph\u00e2n t\u00edch h\u01a1n 100 d\u1ef1 \u00e1n telesale \u0111\u00e3 tri\u1ec3n khai<\/a><\/span>, Bellsystem24 Vietnam nh\u1eadn ra r\u1eb1ng s\u1ef1 suy gi\u1ea3m hi\u1ebfm khi \u0111\u1ebfn t\u1eeb m\u1ed9t nguy\u00ean nh\u00e2n \u0111\u01a1n l\u1ebb. Th\u01b0\u1eddng l\u00e0 s\u1ef1 c\u1ed9ng h\u01b0\u1edfng c\u1ee7a b\u1ed1n v\u1ea5n \u0111\u1ec1 x\u1ea3y ra song song v\u00e0 ch\u00fang b\u1eaft \u0111\u1ea7u manh nha ngay t\u1eeb khi d\u1ef1 \u00e1n \u0111ang \u1edf \u0111\u1ec9nh.<\/p>\n

Data b\u00e3o h\u00f2a, nhi\u00ean li\u1ec7u c\u1ea1n m\u00e0 kh\u00f4ng ai ti\u1ebfp th\u00eam<\/h3>\n

Telemarketing<\/a><\/span> v\u1eadn h\u00e0nh b\u1eb1ng data nh\u01b0 xe h\u01a1i v\u1eadn h\u00e0nh b\u1eb1ng x\u0103ng. Do danh s\u00e1ch kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng kh\u00f4ng \u0111\u01b0\u1ee3c l\u00e0m m\u1edbi, kh\u00f4ng \u0111\u01b0\u1ee3c ph\u00e2n t\u1ea7ng l\u1ea1i theo h\u00e0nh vi, ngh\u0129a l\u00e0 \u0111\u1ed9i ng\u0169 \u0111ang g\u1ecdi \u0111i g\u1ecdi l\u1ea1i c\u00f9ng m\u1ed9t t\u1ec7p, theo c\u00f9ng m\u1ed9t c\u00e1ch ti\u1ebfp c\u1eadn. K\u1ebft qu\u1ea3 t\u1ea5t y\u1ebfu l\u00e0 t\u1ef7 l\u1ec7 t\u1eeb ch\u1ed1i t\u0103ng, agent n\u1ea3n, conversion rate \u0111i xu\u1ed1ng.<\/p>\n

Data telesale c\u00f3 “shelf life” r\u00f5 r\u00e0ng. Sau 60\u201390 ng\u00e0y kh\u00f4ng \u0111\u01b0\u1ee3c l\u00e0m s\u1ea1ch v\u00e0 b\u1ed5 sung, ch\u1ea5t l\u01b0\u1ee3ng data s\u1ebd gi\u1ea3m \u0111\u00e1ng k\u1ec3, \u0111\u1eb7c bi\u1ec7t trong c\u00e1c ng\u00e0nh c\u00f3 t\u1ed1c \u0111\u1ed9 thay \u0111\u1ed5i nhu c\u1ea7u cao nh\u01b0 t\u00e0i ch\u00ednh, b\u1ea3o hi\u1ec3m, b\u1ea5t \u0111\u1ed9ng s\u1ea3n.<\/p>\n

Agent “quen tay” theo chi\u1ec1u h\u01b0\u1edbng x\u1ea5u<\/h3>\n

D\u1ef1 \u00e1n kh\u00f4ng c\u00f3 c\u01a1 ch\u1ebf coaching li\u00ean t\u1ee5c, agent gi\u1ecfi s\u1ebd d\u1ea7n h\u00ecnh th\u00e0nh l\u1ed1i m\u00f2n, l\u00e0m vi\u1ec7c nh\u01b0 m\u1ed9t “c\u1ed5 m\u00e1y”: script tr\u1edf n\u00ean c\u1ee9ng \u0111\u01a1, ph\u1ea3n x\u1ea1 x\u1eed l\u00fd t\u1eeb ch\u1ed1i k\u00e9m linh ho\u1ea1t, \u0111\u1ed9ng l\u1ef1c l\u00e0m vi\u1ec7c gi\u1ea3m sau khi kh\u00f4ng c\u00f2n c\u1ea3m gi\u00e1c “chinh ph\u1ee5c” m\u1edbi.<\/p>\n

\u0110\u00e2y kh\u00f4ng ph\u1ea3i l\u1ed7i c\u1ee7a agent, \u0111\u00e2y l\u00e0 h\u1ec7 qu\u1ea3 c\u1ee7a m\u1ed9t h\u1ec7 th\u1ed1ng qu\u1ea3n tr\u1ecb kh\u00f4ng c\u00f3 v\u00f2ng ph\u1ea3n h\u1ed3i li\u00ean t\u1ee5c.<\/p>\n

Thi\u1ebfu c\u01a1 ch\u1ebf t\u1ed1i \u01b0u t\u1eeb ph\u00eda \u0111\u01a1n v\u1ecb outsource<\/h3>\n

Nhi\u1ec1u \u0111\u01a1n v\u1ecb outsource cung c\u1ea5p b\u00e1o c\u00e1o t\u1ed1t (s\u1ed1 l\u01b0\u1ee3ng cu\u1ed9c g\u1ecdi, t\u1ef7 l\u1ec7 k\u1ebft n\u1ed1i, conversion rate theo tu\u1ea7n). Nh\u01b0ng b\u00e1o c\u00e1o l\u00e0 \u0111\u1ec3 m\u00f4 t\u1ea3 k\u1ebft qu\u1ea3, kh\u00f4ng ph\u1ea3i ch\u1ec9 ra gi\u1ea3i ph\u00e1p. Khi kh\u00f4ng c\u00f3 A\/B testing approach, kh\u00f4ng th\u1eed nghi\u1ec7m offer m\u1edbi, kh\u00f4ng \u0111i\u1ec1u ch\u1ec9nh chi\u1ebfn l\u01b0\u1ee3c theo d\u1eef li\u1ec7u, \u0111\u01a1n v\u1ecb outsource ch\u1ec9 \u0111ang v\u1eadn h\u00e0nh, kh\u00f4ng ph\u1ea3i qu\u1ea3n tr\u1ecb chi\u1ebfn l\u01b0\u1ee3c.<\/p>\n

Quy tr\u00ecnh Setup kh\u00f4ng \u0111\u1ee7 v\u1eefng<\/h3>\n

SOP<\/a><\/span> \u0111\u01b0\u1ee3c x\u00e2y d\u1ef1ng v\u1ed9i trong tu\u1ea7n \u0111\u1ea7u, knowledge base kh\u00f4ng \u0111\u1ea7y \u0111\u1ee7, quy tr\u00ecnh onboarding agent m\u1edbi kh\u00f4ng chu\u1ea9n h\u00f3a. Khi d\u1ef1 \u00e1n c\u1ea7n m\u1edf r\u1ed9ng ho\u1eb7c khi agent core ngh\u1ec9 vi\u1ec7c, m\u1ecdi th\u1ee9 b\u1eaft \u0111\u1ea7u lung lay. M\u1ed7i l\u1ea7n thay ng\u01b0\u1eddi l\u00e0 m\u1ed9t l\u1ea7n reset m\u1ed9t ph\u1ea7n hi\u1ec7u su\u1ea5t v\u1ec1 0.<\/p>\n

BSV l\u00e0m g\u00ec \u0111\u1ec3 k\u00e9o d\u00e0i giai \u0111o\u1ea1n t\u0103ng tr\u01b0\u1edfng v\u00e0 duy tr\u00ec \u0111\u1ec9nh?<\/h2>\n

Ch\u00fang t\u00f4i bi\u1ebft r\u1eb1ng kh\u00f4ng c\u00f3 c\u00f4ng th\u1ee9c k\u1ef3 di\u1ec7u n\u00e0o gi\u1eef m\u1ed9t d\u1ef1 \u00e1n telesale \u1edf \u0111\u1ec9nh m\u00e3i m\u00e3i. Nh\u01b0ng c\u00f3 m\u1ed9t b\u1ed9 ph\u01b0\u01a1ng ph\u00e1p \u0111\u01b0\u1ee3c ki\u1ec3m ch\u1ee9ng qua h\u01a1n 300 d\u1ef1 \u00e1n outsourcing t\u1ea1i Bellsystem24 Vietnam gi\u00fap k\u00e9o d\u00e0i \u0111\u00e1ng k\u1ec3 giai \u0111o\u1ea1n hi\u1ec7u qu\u1ea3 nh\u1ea5t v\u00e0 l\u00e0m ch\u1eadm qu\u00e1 tr\u00ecnh suy gi\u1ea3m.<\/p>\n

1. Data lifecycle management.<\/h3>\n

Bellsystem24 Vietnam kh\u00f4ng nh\u1eadn data m\u1ed9t l\u1ea7n r\u1ed3i d\u00f9ng \u0111\u1ebfn h\u1ebft. Data c\u1ee7a m\u1ed7i d\u1ef1 \u00e1n c\u1ea7n \u0111\u01b0\u1ee3c qu\u1ea3n l\u00fd nh\u01b0 m\u1ed9t t\u00e0i s\u1ea3n c\u00f3 v\u00f2ng \u0111\u1eddi ri\u00eang, c\u1ea7n \u0111\u01b0\u1ee3c ch\u0103m s\u00f3c li\u00ean t\u1ee5c.<\/p>\n