{"id":2840,"date":"2022-05-09T17:23:11","date_gmt":"2022-05-09T10:23:11","guid":{"rendered":"https:\/\/bellbell24vietnam.vn\/?p=2840"},"modified":"2024-09-16T10:34:15","modified_gmt":"2024-09-16T03:34:15","slug":"tu-dong-hoa-cham-soc-khach-hang-linh-vuc-truyen-hinh-so","status":"publish","type":"post","link":"https:\/\/bell24vietnam.vn\/en\/case-study\/tu-dong-hoa-cham-soc-khach-hang-linh-vuc-truyen-hinh-so\/","title":{"rendered":"Sales and customer care automation in digital television"},"content":{"rendered":"

Solution Deployment<\/b><\/h2>\n

Bellsystem24 Vi\u1ec7t Nam h\u1ed7 tr\u1ee3 thi\u1ebft l\u1eadp h\u1ec7 th\u1ed1ng T\u1ed5ng \u0111\u00e0i Inbound & Outbound to\u00e0n di\u1ec7n cho t\u00e1c v\u1ee5 B\u00e1n h\u00e0ng & CSKH, k\u1ebft h\u1ee3p thi\u1ebft l\u1eadp quy tr\u00ecnh CRM ri\u00eang cho doanh nghi\u1ec7p, v\u00e0 \u1ee9ng d\u1ee5ng b\u1ed9 gi\u1ea3i ph\u00e1p c\u00f4ng ngh\u1ec7 \u0111a k\u00eanh t\u1ef1 \u0111\u1ed9ng h\u00f3a.<\/p>\n

Thi\u1ebft l\u1eadp h\u1ec7 th\u1ed1ng, quy tr\u00ecnh v\u1eadn h\u00e0nh chu\u1ea9n, c\u00f3 t\u00ednh \u1ed5n \u0111\u1ecbnh cao<\/strong><\/h3>\n

T\u00edch h\u1ee3p giao di\u1ec7n Contact Center v\u00e0o T\u1ed5ng \u0111\u00e0i \u0111a k\u00eanh t\u00edch h\u1ee3p Telehub, \u0111\u1ea3m b\u1ea3o thao t\u00e1c khi kh\u00e1ch h\u00e0ng g\u1ecdi v\u00e0o kh\u00f4ng b\u1ecb \u1ea3nh h\u01b0\u1edfng v\u00e0 c\u00f3 t\u00ednh \u1ed5n \u0111\u1ecbnh cao nh\u1ea5t.<\/p>\n

Thay v\u00ec supervisor ph\u1ea3i l\u00e0m vi\u1ec7c tr\u00ean 3 giao di\u1ec7n kh\u00e1c nhau: Ph\u1ea7n m\u1ec1m contact center th\u1ef1c hi\u1ec7n g\u1ecdi ra; ph\u1ea7n m\u1ec1m CRM qu\u1ea3n l\u00fd \u0111\u1ea7u s\u1ed1 v\u00e0 ph\u1ea7n m\u1ec1m CRM th\u1ef1c hi\u1ec7n v\u1eadn h\u00e0nh, b\u00e1o c\u00e1o. Telehub cho ph\u00e9p t\u00edch h\u1ee3p nhi\u1ec1u ph\u1ea7n m\u1ec1m kh\u00e1c nhau, bao g\u1ed3m c\u1ea3 nh\u1eefng ph\u1ea7n m\u1ec1m b\u00ean ngo\u00e0i, \u0111\u1ea3m b\u1ea3o qu\u00e1 tr\u00ecnh qu\u1ea3n l\u00fd v\u00e0 ch\u0103m s\u00f3c h\u1ebft c\u00e1c kh\u00e1ch h\u00e0ng v\u1eeba v\u00e0 l\u1edbn, \u0111\u1ed3ng b\u1ed9 th\u00f4ng tin v\u00e0 qu\u00e1 tr\u00ecnh v\u1eadn h\u00e0nh. T\u1eeb \u0111\u00f3 ti\u1ebft ki\u1ec7m th\u1eddi gian v\u00e0 t\u1ed1i \u01b0u n\u0103ng su\u1ea5t l\u00e0m vi\u1ec7c.<\/p>\n

T\u1ef1 \u0111\u1ed9ng h\u00f3a b\u00e1n h\u00e0ng & ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng\u00a0<\/strong><\/h3>\n

T\u1ed1i \u01b0u hi\u1ec7u su\u1ea5t Agent v\u1edbi h\u1ec7 th\u1ed1ng IVR\u00a0<\/i><\/strong><\/p>\n

Khi kh\u00e1ch h\u00e0ng g\u1ecdi v\u00e0o t\u1ed5ng \u0111\u00e0i, h\u1ec7 th\u1ed1ng t\u01b0\u01a1ng t\u00e1c t\u1ef1 \u0111\u1ed9ng IVR s\u1ebd h\u1ed7 tr\u1ee3 ph\u00e2n lu\u1ed3ng kh\u00e1ch h\u00e0ng th\u00f4ng qua ph\u00edm b\u1ea5m, \u0111i\u1ec1u h\u01b0\u1edbng kh\u00e1ch h\u00e0ng t\u1edbi b\u1ed9 ph\u1eadn t\u1ed5ng \u0111\u00e0i vi\u00ean ph\u00f9 h\u1ee3p, r\u00fat ng\u1eafn th\u1eddi gian ch\u1edd v\u00e0 t\u1ed1i \u01b0u hi\u1ec7u su\u1ea5t Agent.<\/p>\n

Ngo\u00e0i ra, t\u00ednh n\u0103ng t\u1ef1 \u0111\u1ed9ng ph\u00e1t c\u00e1c b\u1ea3n ghi \u00e2m h\u1ed7 tr\u1ee3 tra c\u1ee9u th\u00f4ng tin t\u1ef1 \u0111\u1ed9ng, cho ph\u00e9p tra c\u1ee9u th\u00f4ng tin ngay tr\u00ean ph\u00edm b\u1ea5m m\u00e0 kh\u00f4ng c\u1ea7n t\u01b0\u01a1ng t\u00e1c v\u1edbi Agent, h\u1ed7 tr\u1ee3 ti\u1ebft ki\u1ec7m th\u1eddi gian, x\u1eed l\u00fd th\u00f4ng tin nhanh ch\u00f3ng 24\/7.<\/p>\n

Gia t\u0103ng t\u1ef7 l\u1ec7 cu\u1ed9c g\u1ecdi ra v\u1edbi h\u1ec7 th\u1ed1ng quay s\u1ed1 t\u1ef1 \u0111\u1ed9ng Auto Dialer v\u00e0 Auto Call<\/em><\/strong><\/p>\n

Autodialer Progressive h\u1ed7 tr\u1ee3 t\u1ef1 \u0111\u1ed9ng g\u1ecdi ra v\u1edbi t\u1ea7n su\u1ea5t d\u00e0y, t\u0103ng t\u1ed1c g\u1ecdi ra v\u00e0 h\u1ed7 tr\u1ee3 x\u1eed l\u00fd l\u01b0\u1ee3ng data kh\u1ed5ng l\u1ed3. Ngo\u00e0i ra t\u00ednh n\u0103ng Auto call broadcast cho ph\u00e9p t\u1ef1 \u0111\u1ed9ng g\u1ecdi ra trong kho\u1ea3ng th\u1eddi gian \u0111\u01b0\u1ee3c thi\u1ebft l\u1eadp v\u00e0 t\u1ef1 \u0111\u1ed9ng d\u1eebng khi \u1edf ngo\u00e0i gi\u1edd, ti\u1ebfp c\u1eadn kh\u00e1ch h\u00e0ng nhanh ch\u00f3ng m\u00e0 kh\u00f4ng g\u00e2y c\u1ea3m gi\u00e1c l\u00e0m phi\u1ec1n.<\/p>\n

Auto call survey h\u1ed7 tr\u1ee3 kh\u1ea3o s\u00e1t m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng<\/em><\/strong><\/p>\n

Ch\u1ec9 c\u1ea7n thi\u1ebft l\u1eadp 1 l\u1ea7n duy nh\u1ea5t,\u00a0 Auto call survey s\u1ebd l\u1ea5y data c\u1ee7a ng\u00e0y h\u00f4m tr\u01b0\u1edbc \u0111\u1ec3 g\u1ecdi ra v\u00e0 th\u1ef1c hi\u1ec7n ch\u1ea5m \u0111i\u1ec3m cu\u1ed9c g\u1ecdi t\u1eeb 0 \u0111\u1ebfn 10. H\u1ec7 th\u1ed1ng c\u0169ng h\u1ed7 tr\u1ee3 g\u1ecdi ra ch\u0103m s\u00f3c l\u1ea1i \u0111\u1ed1i v\u1edbi nh\u1eefng kh\u00e1ch h\u00e0ng c\u00f3 \u0111\u00e1nh gi\u00e1 d\u01b0\u1edbi 7. T\u1eeb \u0111\u00f3, vi\u1ec7c \u0111\u00e1nh gi\u00e1 ch\u1ea5t l\u01b0\u1ee3ng l\u00e0m vi\u1ec7c c\u1ee7a Agent c\u0169ng \u0111\u01b0\u1ee3c minh b\u1ea1ch v\u00e0 ch\u00ednh x\u00e1c h\u01a1n.<\/p>\n

Thi\u1ebft k\u1ebf c\u00e1c m\u1eabu b\u00e1o c\u00e1o real-time chuy\u00ean bi\u1ec7t\u00a0<\/strong><\/h3>\n

Bellsystem24 Vi\u1ec7t Nam cung c\u1ea5p th\u00eam cho doanh nghi\u1ec7p c\u00e1c m\u1eabu b\u00e1o c\u00e1o real-time chuy\u00ean bi\u1ec7t nh\u01b0<\/p>\n

    \n
  • B\u00e1o c\u00e1o g\u1ecdi v\u00e0o, g\u1ecdi ra: <\/strong>C\u00e1c th\u00f4ng s\u1ed1 li\u1ec7t k\u00ea chi ti\u1ebft l\u01b0u l\u01b0\u1ee3ng g\u1ecdi ra, g\u1ecdi v\u00e0o v\u00e0 c\u00e1c cu\u1ed9c g\u1ecdi \u0111\u00e3 b\u1eaft m\u00e1y, cu\u1ed9c g\u1ecdi nh\u1ee1, c\u00e1c cu\u1ed9c g\u1ecdi t\u1eeb ch\u1ed1i.v.v \u0111\u01b0\u1ee3c hi\u1ec3n th\u1ecb tr\u1ef1c quan tr\u00ean m\u00e0n h\u00ecnh dashboard, d\u1ec5 d\u00e0ng theo d\u00f5i v\u00e0 tr\u00edch xu\u1ea5t<\/li>\n<\/ul>\n
      \n
    • B\u00e1o c\u00e1o IVR: <\/strong>H\u1ec7 th\u1ed1ng s\u1ebd t\u1ef1 \u0111\u1ed9ng \u0111\u1ebfm c\u00e1c cu\u1ed9c g\u1ecdi IVR ti\u1ebfp nh\u1eadn tr\u01b0\u1edbc khi g\u1eb7p t\u1ed5ng \u0111\u00e0i vi\u00ean. T\u1eeb \u0111\u00f3 th\u1ed1ng k\u00ea s\u1ed1 ng\u01b0\u1eddi \u0111\u00e3 g\u1ecdi \u0111i\u1ec7n v\u00e0o hotline nh\u01b0ng ch\u01b0a b\u01b0\u1edbc v\u00e0o h\u00e0ng ch\u1edd \u0111\u00e3 ng\u1eaft. T\u1eeb \u0111\u00f3 t\u00ecm ra c\u00e1c l\u1ed7i nh\u01b0 IVR ch\u01b0a \u0111\u1ecdc h\u1ebft t\u1ef1 \u0111\u1ed9ng ng\u1eaft ho\u1eb7c KH t\u1ef1 ng\u1eaft.<\/li>\n<\/ul>\n
        \n
      • Served call (\u0111\u00e3 b\u1eaft m\u00e1y), missed call, ABD call (cu\u1ed9c g\u1ecdi b\u1ecb t\u1eeb ch\u1ed1i).v.v.<\/li>\n
      • B\u00e1o c\u00e1o Incoming Call Trends: <\/strong>\u0110\u01b0\u1ee3c th\u1ef1c hi\u1ec7n 15 ph\u00fat\/l\u1ea7n. Gi\u00fap doanh nghi\u1ec7p ho\u00e0n to\u00e0n gi\u00e1m s\u00e1t l\u01b0u l\u01b0\u1ee3ng cu\u1ed9c g\u1ecdi v\u00e0o c\u1ea3 2 \u0111\u1ea7u s\u1ed1 1800 v\u00e0 1900 c\u00f9ng c\u00e1c t\u1ef7 l\u1ec7 kh\u00e1c li\u00ean quan nh\u01b0 miss call, th\u1eddi gian ch\u1edd, t\u1ec9 l\u1ec7 b\u1eaft m\u00e1y.v.v.<\/li>\n<\/ul>\n
          \n
        • B\u00e1o c\u00e1o ACD summary: <\/strong>\u0110\u1ebfm t\u1ed1c \u0111\u1ed9 ph\u1ea3n h\u1ed3i v\u00e0 th\u1eddi gian ch\u1edd c\u1ee7a kh\u00e1ch h\u00e0ng. Ph\u00e2n \u0111\u1ecbnh c\u00e1c cu\u1ed9c g\u1ecdi b\u1ecb ng\u1eaft l\u00e0 do kh\u00e1ch h\u00e0ng hay do t\u1ed5ng \u0111\u00e0i vi\u00ean t\u1eeb \u0111\u00f3 t\u00ecm nguy\u00ean nh\u00e2n v\u00e0 \u0111\u01b0a ra ph\u01b0\u01a1ng \u00e1n x\u1eed l\u00fd ph\u00f9 h\u1ee3p.<\/li>\n<\/ul>\n

          Result<\/b><\/h2>\n

          \u1ee8ng d\u1ee5ng c\u00f4ng ngh\u1ec7 h\u00e0ng \u0111\u1ea7u trong t\u1ef1 \u0111\u1ed9ng h\u00f3a b\u00e1n h\u00e0ng & ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng qua Contact Center v\u00e0 s\u1ef1 ph\u00e2n t\u00edch chuy\u00ean s\u00e2u qua h\u1ec7 th\u1ed1ng b\u00e1o c\u00e1o chi ti\u1ebft v\u00e0 s\u1ef1 \u0111\u1ed3ng h\u00e0nh c\u1ee7a Bellsystem24 Vi\u1ec7t Nam, doanh nghi\u1ec7p \u0111\u00e3 c\u00f3 c\u00e1c m\u1ed1c t\u0103ng tr\u01b0\u1edfng doanh thu \u1ea5n t\u01b0\u1ee3ng.<\/p>\n

          \"\"<\/p>\n

          <\/div>","protected":false},"excerpt":{"rendered":"

          Deploying Bellsystem24 Vietnam solution supports the establishment of a comprehensive Inbound & Outbound Switchboard system [\u2026]<\/p>","protected":false},"author":1,"featured_media":16058,"comment_status":"open","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":"default","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 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