{"id":2939,"date":"2022-05-10T17:17:57","date_gmt":"2022-05-10T10:17:57","guid":{"rendered":"https:\/\/bellbell24vietnam.vn\/?p=2939"},"modified":"2024-09-16T10:19:43","modified_gmt":"2024-09-16T03:19:43","slug":"linh-hoat-trong-quan-ly-toi-uu-van-hanh-lich-vuc-hang-khong","status":"publish","type":"post","link":"https:\/\/bell24vietnam.vn\/en\/case-study\/linh-hoat-trong-quan-ly-toi-uu-van-hanh-lich-vuc-hang-khong\/","title":{"rendered":"Operating the airline switchboard and adapting to Covid 19"},"content":{"rendered":"<h2><b>TH\u00c1CH TH\u1ee8C<\/b><\/h2>\n<p><span style=\"font-size: 16px;\">M\u1ed9t s\u1ed1 th\u00e1ch th\u1ee9c \u201ckh\u00f3 nh\u1eb1n\u201d c\u1ee7a doanh nghi\u1ec7p:\u00a0<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\">Doanh nghi\u1ec7p \u0111ang s\u1eed d\u1ee5ng 2 T\u1ed5ng \u0111\u00e0i ri\u00eang bi\u1ec7t. Quy tr\u00ecnh nghi\u1ec7p v\u1ee5 v\u00e0 h\u1ed7 tr\u1ee3 kh\u00f4ng r\u00f5 r\u00e0ng. K\u00eanh h\u1ed7 tr\u1ee3 Kh\u00e1ch h\u00e0ng c\u00e1 nh\u00e2n v\u00e0 \u0110\u1ea1i l\u00fd v\u1eabn t\u00e1ch bi\u1ec7t d\u1eabn t\u1edbi vi\u1ec7c \u0111i\u1ec1u ph\u1ed1i nh\u00e2n s\u1ef1 g\u1eb7p nhi\u1ec1u kh\u00f3 kh\u0103n.<\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\">H\u1ec7 th\u1ed1ng d\u1eef li\u1ec7u, b\u00e1o c\u00e1o kh\u00f4ng theo quy chu\u1ea9n g\u00e2y kh\u00f3 kh\u0103n trong qu\u00e1 tr\u00ecnh ph\u00e2n t\u00edch v\u00e0 b\u00e1o c\u00e1o k\u1ebft qu\u1ea3.<\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\">Qu\u1ea3n l\u00fd v\u00e0 s\u1eed d\u1ee5ng ngu\u1ed3n t\u00e0i nguy\u00ean nh\u00e2n s\u1ef1 kh\u00f4ng hi\u1ec7u qu\u1ea3.<\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\">\u00c1p l\u1ef1c t\u00e0i ch\u00ednh v\u00e0 ngu\u1ed3n l\u1ef1c do d\u1ecbch Covid<\/li>\n<\/ul>\n<h2><b>SOLUTION<\/b><\/h2>\n<p>Bellsystem24 Vi\u1ec7t Nam linh ho\u1ea1t \u0111\u01b0a ra c\u00e1c ph\u01b0\u01a1ng th\u1ee9c qu\u1ea3n l\u00fd hi\u1ec7u qu\u1ea3, th\u00f4ng qua vi\u1ec7c ph\u00e2n t\u00edch chuy\u00ean s\u00e2u t\u1eeb c\u00e1c bu\u1ed5i trao \u0111\u1ed5i, th\u1ea3o lu\u1eadn, real-time report k\u1ef9 c\u00e0ng, t\u01b0\u1eddng t\u1eadn v\u1edbi \u0111\u1ed1i t\u00e1c.<\/p>\n<h3>Tri\u1ec3n khai h\u1ec7 th\u1ed1ng T\u1ed5ng \u0111\u00e0i ch\u1ea5t l\u01b0\u1ee3ng, \u1ed5n \u0111\u1ecbnh, hi\u1ec7u su\u1ea5t cao, ch\u1ec9 s\u1ed1 uptime cao<\/h3>\n<p>Tr\u01b0\u1edbc \u0111\u00e2y, doanh nghi\u1ec7p s\u1eed d\u1ee5ng 2 T\u1ed5ng \u0111\u00e0i, 2 n\u1ec1n t\u1ea3ng c\u00f4ng ngh\u1ec7 h\u1ec7 th\u1ed1ng l\u00e0 Avaya v\u00e0 Vocalcom. D\u1eabn \u0111\u1ebfn vi\u1ec7c d\u1eef li\u1ec7u n\u1eb1m ri\u00eang bi\u1ec7t. \u0110\u1eb7c bi\u1ec7t g\u00e2y l\u00e3ng ph\u00ed chi ph\u00ed v\u1eadn h\u00e0nh v\u00e0 ngu\u1ed3n l\u1ef1c &#8211; g\u00e2y th\u00eam \u00e1p l\u1ef1c r\u1ea5t l\u1edbn t\u1edbi doanh nghi\u1ec7p h\u00e0ng kh\u00f4ng \u0111ang b\u1ecb &#8220;kh\u1ed1n kh\u00f3&#8221; b\u1edfi d\u1ecbch Covid.<\/p>\n<p>Bellsystem24 Vi\u1ec7t Nam ph\u1ed1i h\u1ee3p v\u1edbi c\u00e1c \u0111\u1ed1i t\u00e1c c\u1ee7a doanh nghi\u1ec7p \u0111\u1ec3 ph\u00e2n t\u00edch hi\u1ec7n tr\u1ea1ng c\u01a1 s\u1edf h\u1ea1 t\u1ea7ng \u0111\u1ec3 \u0111\u01b0a ra gi\u1ea3i ph\u00e1p chuy\u1ec3n \u0111\u1ed5i c\u00f4ng ngh\u1ec7\/h\u1ec7 th\u1ed1ng\/data sang h\u1ec7 th\u1ed1ng Cisco Contact Center. \u0110\u1ed3ng th\u1eddi ph\u1ed1i h\u1ee3p v\u1edbi c\u00e1c \u0111\u01a1n v\u1ecb cung c\u1ea5p m\u1ea1ng \u0111\u1ec3 x\u00e2y d\u1ef1ng h\u1ec7 th\u1ed1ng \u0111\u01b0\u1eddng truy\u1ec1n internet v\u00e0 t\u00edn hi\u1ec7u t\u1ed5ng \u0111\u00e0i. Gi\u1ea3i quy\u1ebft hi\u1ec7u qu\u1ea3 b\u00e0i to\u00e1n \u0111\u1ed3ng b\u1ed9 th\u00f4ng tin v\u00e0 t\u0103ng c\u01b0\u1eddng hi\u1ec7u su\u1ea5t T\u1ed5ng \u0111\u00e0i.<\/p>\n<p><img fetchpriority=\"high\" decoding=\"async\" class=\"size-full wp-image-15968 aligncenter\" src=\"https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2022\/05\/tong-dai-telehub-hang-khong.jpg\" alt=\"\" width=\"792\" height=\"446\" \/><\/p>\n<p style=\"text-align: center;\"><em>\u00a0H\u1ec7 th\u1ed1ng m\u1edbi tr\u00ean n\u1ec1n t\u1ea3ng Cisco do BSV t\u01b0 v\u1ea5n v\u00e0 tri\u1ec3n khai mang l\u1ea1i s\u1ef1 \u0111\u1ed3ng b\u1ed9, \u1ed5n \u0111\u1ecbnh, t\u1ef7 l\u1ec7 uptime cao<\/em><\/p>\n<h3>X\u00e2y d\u1ef1ng quy tr\u00ecnh ph\u00f9 h\u1ee3p \u0111\u1ec3 qu\u1ea3n l\u00fd nh\u00e2n s\u1ef1 hi\u1ec7u qu\u1ea3, t\u0103ng c\u01b0\u1eddng productivity<\/h3>\n<p>T\u1ed1i \u01b0u h\u00f3a hi\u1ec7u su\u1ea5t nh\u00e2n s\u1ef1 v\u00e0 hi\u1ec7u su\u1ea5t T\u1ed5ng \u0111\u00e0i l\u00e0 ph\u01b0\u01a1ng \u00e1n hi\u1ec7u qu\u1ea3 \u0111\u1ec3 doanh nghi\u1ec7p v\u01b0\u1ee3t qua giai \u0111o\u1ea1n d\u1ecbch Covid di\u1ec5n bi\u1ebfn ph\u1ee9c t\u1ea1p.<br \/>\nBellsystem24 Vi\u1ec7t Nam \u0111\u00e3 \u0111\u01b0a ra nhi\u1ec1u gi\u1ea3i ph\u00e1p qu\u1ea3n l\u00fd khoa h\u1ecdc, chuy\u00ean nghi\u1ec7p v\u00e0 s\u00e1t sao v\u1edbi th\u1ef1c t\u1ebf doanh nghi\u1ec7p. V\u00ed d\u1ee5:<\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\">Ph\u00e2n lo\u1ea1i c\u00e2u h\u1ecfi nghi\u1ec7p v\u1ee5 v\u00e0 t\u1ea7n su\u1ea5t \u0111\u1ec3 coaching l\u1ea1i nh\u00f3m Agents hay h\u1ecfi nghi\u1ec7p v\u1ee5.<\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\">X\u00e2y d\u1ef1ng quy tr\u00ecnh c\u1eadp nh\u1eadt ch\u00ednh s\u00e1ch m\u1edbi gi\u1eefa Team BO v\u00e0 Agents, x\u00e2y d\u1ef1ng c\u01a1 ch\u1ebf KPI r\u00f5 r\u00e0ng cho agent \u0111\u1ec3 h\u1ea1n ch\u1ebf l\u1ed7i sai nghi\u1ec7p v\u1ee5. Ch\u1ea1y c\u00e1c ch\u01b0\u01a1ng tr\u00ecnh contest \u0111\u1ec3 khen th\u01b0\u1edfng cho c\u00e1c nh\u00e2n vi\u00ean si\u00eang n\u0103ng, xu\u1ea5t s\u1eafc.<\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\">Coaching l\u1ea1i Agents nh\u1eefng ki\u1ebfn th\u1ee9c nghi\u1ec7p v\u1ee5 c\u01a1 b\u1ea3n. H\u01b0\u1edbng d\u1eabn c\u00e1ch tra c\u1ee9u nhanh th\u00f4ng tin tr\u00ean Website v\u00e0 FAQ.<\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\">T\u1ed5 ch\u1ee9c c\u00e1c bu\u1ed5i meeting share case study v\u1ec1 l\u1ed7i nghi\u1ec7p v\u1ee5 v\u00e0 h\u01b0\u1edbng gi\u1ea3i quy\u1ebft.<\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\">T\u1ed1i \u01b0u h\u1ec7 th\u1ed1ng CRM, k\u1ebft h\u1ee3p t\u0103ng c\u01b0\u1eddng \u0111\u00e0o t\u1ea1o th\u00eam cho agent v\u1ec1 vi\u1ec7c l\u00e0m ch\u1ee7 c\u00f4ng c\u1ee5.<\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\">\u0110\u00e0o t\u1ea1o cho agent c\u00e1c c\u00e1ch th\u1ee9c cross-sale, upsale hi\u1ec7u qu\u1ea3 c\u00e1c d\u1ecbch v\u1ee5 c\u1ee7a H\u00e3ng nh\u01b0: Ti\u1ec1n b\u00e1n v\u00e9, gh\u1ebf, h\u00e0nh l\u00fd k\u00fd g\u1eedi v\u00e0 c\u00e1c d\u1ecbch v\u1ee5 b\u1ed5 sung kh\u00e1c.<\/li>\n<\/ul>\n<h3>Linh ho\u1ea1t \u0111i\u1ec1u ch\u1ec9nh quy m\u00f4 nh\u00e2n s\u1ef1 \u0111\u1ec3 ph\u00f9 h\u1ee3p v\u1edbi H\u00e3ng<\/h3>\n<p>N\u0103m 2020 l\u00e0 m\u1ed9t n\u0103m th\u00e1ch th\u1ee9c v\u1edbi doanh nghi\u1ec7p, do \u1ea3nh h\u01b0\u1edfng ti\u00eau c\u1ef1c t\u1eeb d\u1ecbch Covid. T\u1eeb \u0111\u1ecbnh bi\u00ean 168 nh\u00e2n s\u1ef1 6 th\u00e1ng \u0111\u1ea7u n\u0103m 2020, BSV \u0111\u00e3 linh ho\u1ea1t gi\u1ea3m xu\u1ed1ng c\u00f2n 114 nh\u00e2n s\u1ef1 v\u00e0o qu\u00fd IV 2020. Nh\u01b0ng v\u1eabn \u0111\u1ea3m b\u1ea3o ch\u1ea5t l\u01b0\u1ee3ng nh\u00e2n s\u1ef1 v\u00e0 hi\u1ec7u qu\u1ea3 c\u1ee7a T\u1ed5ng \u0111\u00e0i. C\u1ee5 th\u1ec3, BSV v\u1eabn gi\u00fap t\u0103ng 40% t\u1ec9 l\u1ec7 SLA(*) trong khi l\u01b0u l\u01b0\u1ee3ng cu\u1ed9c g\u1ecdi \u0111ang v\u01b0\u1ee3t qu\u00e1 s\u1ed1 headcount c\u00f3 th\u1ec3 \u0111\u00e1p \u1ee9ng.<\/p>\n<p>(*) SLA: Service-Level Agreement &#8211; Th\u1ecfa thu\u1eadn cam k\u1ebft ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5.<\/p>\n<h3>Ph\u00e1t tri\u1ec3n Chatbot v\u00e0 \u1ee9ng d\u1ee5ng c\u00f4ng ngh\u1ec7<\/h3>\n<p>Bellsystem24 Vi\u1ec7t Nam \u0111\u00e3 x\u00e2y d\u1ef1ng v\u00e0 ph\u00e1t tri\u1ec3n chatbot \u0111\u1ec3 gi\u00fap t\u0103ng c\u01b0\u1eddng hi\u1ec7u qu\u1ea3 v\u00e0 th\u1eddi gian ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng v\u1edbi H\u00e3ng, bao g\u1ed3m:<\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\">X\u00e2y d\u1ef1ng c\u00e1c k\u1ecbch b\u1ea3n FAQ, k\u1ecbch b\u1ea3n nghi\u1ec7p v\u1ee5 x\u1eed l\u00fd v\u00e9 \u0111\u1ec3 r\u00fat g\u1ecdn c\u00e1c quy tr\u00ecnh th\u1ee7 c\u00f4ng.<\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\">X\u00e2y d\u1ef1ng b\u1ed9 t\u1eeb \u0111i\u1ec3n \u0111\u1ec3 train cho ChatBot<\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\">\u0110\u1ea3m b\u1ea3o h\u1ed7 tr\u1ee3 24\/7\/365 cho kh\u00e1ch h\u00e0ng c\u1ee7a H\u00e3ng.<\/li>\n<\/ul>\n<p>B\u00ean c\u1ea1nh \u0111\u00f3, Bellsystem24 Vi\u1ec7t Nam c\u0169ng \u00e1p d\u1ee5ng c\u00e1c c\u00f4ng ngh\u1ec7 T\u1ed5ng \u0111\u00e0i t\u00e2n ti\u1ebfn nh\u1ea5t nh\u01b0 Smart IVR, AutoDial c\u00f9ng c\u00e1ch th\u1ee9c qu\u1ea3n l\u00fd khoa h\u1ecdc, hi\u1ec7u qu\u1ea3 v\u1edbi Remote Agent Platform. \u0110\u1ea3m b\u1ea3o vi\u1ec7c giao ti\u1ebfp v\u1edbi kh\u00e1ch h\u00e0ng lu\u00f4n tr\u1edf n\u00ean li\u1ec1n m\u1ea1ch, ti\u1ebfn \u0111\u1ed9 v\u1eadn h\u00e0nh T\u1ed5ng \u0111\u00e0i v\u00e0 hi\u1ec7u su\u1ea5t c\u1ee7a agent lu\u00f4n \u1edf m\u1ee9c hi\u1ec7u su\u1ea5t cao ngay c\u1ea3 trong c\u00e1c giai \u0111o\u1ea1n d\u1ecbch cao \u0111i\u1ec3m, khi m\u00e0 c\u00e1c b\u1ea1n agent v\u00e0 d\u1ef1 \u00e1n ph\u1ea3i work-from-home.<\/p>\n<h3>X\u00e2y d\u1ef1ng h\u1ec7 th\u1ed1ng Real-time Report h\u00e0ng tu\u1ea7n, h\u00e0ng th\u00e1ng, h\u00e0ng qu\u00fd v\u00e0 khi c\u00f3 y\u00eau c\u1ea7u t\u1eeb ph\u00eda doanh nghi\u1ec7p<\/h3>\n<p>Gi\u00fap qu\u1ea3n l\u00fd c\u00f3 c\u00e1i nh\u00ecn t\u1ed5ng quan v\u00e0 chi ti\u1ebft ch\u00ednh x\u00e1c nh\u1ea5t v\u1ec1 ch\u1ea5t l\u01b0\u1ee3ng v\u00e0 hi\u1ec7u su\u1ea5t T\u1ed5ng \u0111\u00e0i, nh\u00e2n vi\u00ean. \u0110\u1ea3m b\u1ea3o c\u00e1c b\u00e1o c\u00e1o l\u00e0 ph\u00f9 h\u1ee3p nh\u1ea5t v\u1edbi doanh nghi\u1ec7p.\u00a0Vi\u1ec7c ph\u00e2n t\u00edch b\u00e1o c\u00e1o c\u0169ng gi\u00fap doanh nghi\u1ec7p nhanh ch\u00f3ng \u0111i\u1ec1u ch\u1ec9nh ph\u01b0\u01a1ng th\u1ee9c ho\u1ea1t \u0111\u1ed9ng, si\u1ebft ch\u1eb7t v\u00e0 t\u1ed1i \u01b0u h\u00f3a v\u1eadn h\u00e0nh.<\/p>\n<p><img decoding=\"async\" class=\"size-full wp-image-15969 aligncenter\" src=\"https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2022\/05\/report-real-time.png\" alt=\"\" width=\"1024\" height=\"649\" \/><\/p>\n<h2><b>Result\u00a0<\/b><\/h2>\n<p>\u0110\u1eb7c th\u00f9 ng\u00e0nh h\u00e0ng kh\u00f4ng lu\u00f4n thay \u0111\u1ed5i li\u00ean t\u1ee5c, n\u0103m 2020 c\u0169ng l\u00e0 m\u1ed9t n\u0103m c\u00f3 nhi\u1ec1u kh\u00f3 kh\u0103n. Nh\u01b0ng Bellsystem24 Vi\u1ec7t Nam \u0111\u00e3 \u0111\u1ed3ng h\u00e0nh c\u00f9ng H\u00e3ng, linh ho\u1ea1t \u0111\u01b0a ra c\u00e1c ph\u01b0\u01a1ng \u00e1n gi\u00fap t\u1ed1i \u01b0u v\u1eadn h\u00e0nh v\u00e0 t\u0103ng tr\u01b0\u1edfng. \u0110\u1eb7c bi\u1ec7t trong c\u00e1c th\u00e1ng cu\u1ed1i n\u0103m 2020, khi H\u00e3ng \u0111ang c\u1ea7n t\u0103ng tr\u01b0\u1edfng tr\u1edf l\u1ea1i sau khi b\u1ecb \u1ea3nh h\u01b0\u1edfng b\u1edfi d\u1ecbch Covid-19.<\/p>","protected":false},"excerpt":{"rendered":"<p>TH\u00c1CH TH\u1ee8C M\u1ed9t s\u1ed1 th\u00e1ch th\u1ee9c \u201ckh\u00f3 nh\u1eb1n\u201d c\u1ee7a doanh nghi\u1ec7p:\u00a0 Doanh nghi\u1ec7p \u0111ang s\u1eed d\u1ee5ng 2 T\u1ed5ng \u0111\u00e0i ri\u00eang [&hellip;]<\/p>","protected":false},"author":1,"featured_media":15970,"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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