{"id":2922,"date":"2022-05-10T13:26:53","date_gmt":"2022-05-10T06:26:53","guid":{"rendered":"https:\/\/bellbell24vietnam.vn\/?p=2922"},"modified":"2024-09-16T10:19:03","modified_gmt":"2024-09-16T03:19:03","slug":"contact-center-service-quality-in-the-ride-hailing-sector","status":"publish","type":"post","link":"https:\/\/bell24vietnam.vn\/en\/case-study\/contact-center-service-quality-in-the-ride-hailing-sector\/","title":{"rendered":"The secret to achieving SLA 99% in customer care"},"content":{"rendered":"

\"\"<\/h2>\n

<\/h2>\n

Solution Deployment\u00a0<\/b><\/b><\/h2>\n
    \n
  • \n

    Phase 1: Start small<\/b><\/h3>\n<\/li>\n<\/ul>\n

    Our collaboration began with 15 agents working through the Contact Center system at G's headquarters to serve driver needs. After a short period, we expanded to include a Support Center (direct driver reception) and Warehouse (Inventory) with an additional 20 agents.<\/b><\/p>\n

      \n
    • \n

      Phase 2: Growth<\/b><\/h3>\n<\/li>\n<\/ul>\n

      Transitioning from insourcing to outsourcing with over 100 agents has yielded significant success, achieving very high operational metrics: SLA, CSAT, QA, Productivity, etc. This also marks the unification and refinement of a sustainable, long-term operational structure for both parties.<\/p>\n

        \n
      • \n

        Phase 3: Channel expansion<\/b><\/h3>\n<\/li>\n<\/ul>\n

        \u2013 Continue to expand in scale to meet the food delivery channel.<\/p>\n

        \u2013 Driver support: Provide information and handle complaints.<\/p>\n

        \u2013 Customer service: Providing information and handling complaints.<\/p>\n

        \u2013 Restaurant support: Enter\/edit images for restaurants.<\/p>\n

          \n
        • \n

          Phase 4: Breakthrough<\/b><\/h3>\n<\/li>\n<\/ul>\n

          Rapidly growing project. Bellsystem24 Vietnam provides G support in three service formats:<\/p>\n

          Inbound Call Service:<\/strong> 71 personnel (Agent)<\/p>\n

          \u2013 Receive all calls, emails, and in-app messages from driver partners, provide support and address inquiries and complaints within the scope of authority, record and forward to relevant departments in cases beyond the scope of authority.<\/p>\n

          Outbound Call Service:<\/strong> 20 agents, divided into 3 teams:<\/p>\n

          \u2013 The CCU team specializes in assisting with customer inquiries and complaints.<\/p>\n

          \u2013 The MCU team specializes in providing information support to restaurant partners.<\/p>\n

          \u2013 The DCU team specializes in providing information and handling complaints from driver partners.<\/p>\n

          Social Media Service:<\/strong> 7 agents, Facebook channel: Support answering user questions and complaints via the Facebook channel.<\/p>\n

          Emergency support:<\/strong> 5 staff members (4 Agents + 1 QA): Specialize in handling serious incidents that may occur, such as fights, theft, fraud, etc.<\/p>\n

          Selective recruitment, in-depth training, and operation<\/b><\/h3>\n

          How do drivers interact? How do customers interact? What do we need to provide to restaurant partners? All interactions will be reviewed and evaluated daily to find solutions, make improvements, promote, and give rewards. Training on mindset, operations, and skills will take place throughout each employee's work process.<\/p>\n

          In addition to regular working hours, Bellsystem24 Vietnam also holds daily meetings from 8:00 PM to 9:30 PM to update on operational status, identify strengths and areas for improvement, and discuss how current staff are performing. What are each person's strengths and weaknesses? How can we address and leverage those weaknesses? Is it necessary to change the operational mechanisms and technology to improve? ... Every day, there are contributions and creative ideas that are applied to operate more effectively.<\/p>\n

          Applying cutting-edge technology\u00a0<\/b><\/h3>\n

          The Contact Center is an indispensable system during operation. Mastering and customizing the Contact Center helps ensure smooth, efficient, and secure operations. The Contact Center provides robust support with the following functions:<\/p>\n

            \n
          • Auto dialing: Automatic dialing software helps increase call execution efficiency without the need for manual dialing.<\/li>\n
          • Pop-up information about customers, drivers, and restaurants.<\/li>\n
          • Smart IVR: An automated interactive system that guides callers to select from pre-programmed menus.<\/li>\n
          • Real-time monitoring: Real-time monitoring feature<\/li>\n
          • Real Report: Detailed, diverse, easy-to-understand, and accurate reporting capabilities in real time.<\/li>\n
          • Multi-channel: Multi-channel interaction capabilities: Phone, Email, Social Media.<\/li>\n
          • CRM: Store and secure customer, driver, and restaurant information for each interaction.<\/li>\n<\/ul>\n

            Result\u00a0<\/b><\/h2>\n

            With flexibility, strong resources, a spirit of passion, responsibility, and enthusiasm, and advanced technologies, Bellsystem24 Vietnam has partnered with G Vietnam to make its service quality index number one in Southeast Asia. SLA exceeds 99%<\/strong>surpassing even the quality of service in the country that gave birth to G.<\/p>\n

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

            Implementing the Solution Phase 1: Starting Small Our collaboration began with 15 [\u2026]<\/p>","protected":false},"author":1,"featured_media":15995,"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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