{"id":6738,"date":"2020-09-12T14:08:55","date_gmt":"2020-09-12T07:08:55","guid":{"rendered":"https:\/\/bellbell24vietnam.vn\/?p=6738"},"modified":"2020-09-12T14:08:55","modified_gmt":"2020-09-12T07:08:55","slug":"thue-tong-dai-contact-center-da-kenh-tich-hop-24-7","status":"publish","type":"post","link":"https:\/\/bell24vietnam.vn\/en\/knowledge\/thue-tong-dai-contact-center-da-kenh-tich-hop-24-7\/","title":{"rendered":"RENT A 24\/7 MULTI-CHANNEL INTEGRATED CONTACT CENTER"},"content":{"rendered":"

T\u1ed5ng \u0111\u00e0i Contact Center c\u1ee7a Bellsystem24-Vietnam\u00a0cho ph\u00e9p t\u1ed1i \u01b0u chi ph\u00ed ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng c\u0169\/ti\u1ebfp c\u1eadn kh\u00e1ch h\u00e0ng m\u1edbi v\u1edbi c\u01b0\u1edbc ph\u00ed t\u1ed1i \u01b0u, gi\u00fap doanh nghi\u1ec7p kh\u00f4ng b\u1ecf s\u00f3t b\u1ea5t k\u1ef3 kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng n\u00e0o, t\u0103ng t\u1ef7 l\u1ec7 ch\u1ed1t \u0111\u01a1n h\u00e0ng v\u00e0 t\u1ef7 l\u1ec7 kh\u00e1ch h\u00e0ng quay tr\u1edf l\u1ea1i.<\/span><\/p>\n

Trong th\u1eddi \u0111\u1ea1i c\u00f4ng ngh\u1ec7 4.0, nh\u1eefng c\u00f4ng ty th\u1ee9c th\u1eddi v\u00e0 th\u00e0nh c\u00f4ng \u0111\u1ec1u nh\u1eadn th\u1ee9c \u0111\u01b0\u1ee3c vai tr\u00f2 c\u1ee7a c\u00f4ng ngh\u1ec7 \u0111\u1ed1i v\u1edbi h\u1ec7 th\u1ed1ng ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng. Kh\u00f4ng c\u00f2n l\u00e0 nh\u1eefng cu\u1ed9c g\u1ecdi\u00a0telesales,\u00a0telemarketing\u00a0\u0111\u01a1n thu\u1ea7n m\u00e0 l\u00e0 m\u1ed9t h\u1ec7 th\u1ed1ng ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng to\u00e0n di\u1ec7n k\u1ebft h\u1ee3p v\u1edbi s\u1ef1 c\u1ea3i ti\u1ebfn c\u1ee7a c\u00f4ng ngh\u1ec7. M\u1ed9t xu h\u01b0\u1edbng hi\u1ec7n \u0111\u1ea1i c\u1ee7a c\u00e1c doanh nghi\u1ec7p tr\u00ean th\u1ebf gi\u1edbi l\u00e0 coi Trung t\u00e2m d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng (Contact Center) l\u00e0 Trung t\u00e2m s\u1ea3n sinh l\u1ee3i nhu\u1eadn (Profit Center).\u00a0<\/span><\/p>\n

\u0110\u1ed3ng h\u00e0nh c\u0169ng nh\u1eefng doanh nghi\u1ec7p Vi\u1ec7t Nam \u0111ang d\u1eabn \u0111\u1ea7u xu h\u01b0\u1edbng n\u00e0y, Bellsystem24-Vietnam\u00a0\u0111\u00e3 cung c\u1ea5p nh\u1eefng Gi\u1ea3i ph\u00e1p Contact Center to\u00e0n di\u1ec7n v\u1edbi ch\u1ee9c n\u0103ng v\u01b0\u1ee3t b\u1eadc trong vi\u1ec7c vi\u1ec7c t\u00edch h\u1ee3p \u0111a k\u00eanh, h\u1ed7 tr\u1ee3 t\u1eeb xa, t\u01b0\u01a1ng t\u00e1c t\u1ed1t h\u01a1n v\u1edbi kh\u00e1ch h\u00e0ng.\u00a0<\/span><\/p>\n

\u0110i\u1ec3m kh\u00e1c bi\u1ec7t \u0111\u00e1ng k\u1ec3 c\u1ee7a Gi\u1ea3i ph\u00e1p Contact Center t\u1ea1i Bellsystem24-Vietnam<\/span><\/h2>\n

1. \u0110a k\u00eanh t\u00edch h\u1ee3p (Omni-channel)<\/span><\/h3>\n

Nghi\u00ean c\u1ee9u c\u1ee7a McKinsey n\u0103m 2015 \u0111\u00e3 ch\u1ec9 ra Digital-care channels \u2013 chi\u1ebfm 30% trong t\u1ed5ng s\u1ed1 t\u01b0\u01a1ng t\u00e1c ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng c\u1ee7a c\u00e1c doanh nghi\u1ec7p tham gia nghi\u00ean c\u1ee9u. \u0110\u1ebfn n\u0103m 2020, nh\u1eefng c\u00f4ng ty n\u00e0y tin r\u1eb1ng con s\u1ed1 n\u00e0y s\u1ebd t\u0103ng l\u00ean 48%. \u0110i\u1ec1u n\u00e0y \u0111\u1ebfn t\u1eeb s\u1ed1 l\u01b0\u1ee3ng ng\u00e0y c\u00e0ng t\u0103ng c\u1ee7a c\u01b0 d\u00e2n m\u1ea1ng trong m\u1ecdi l\u1ee9a tu\u1ed5i, h\u1ecd giao ti\u1ebfp ch\u1ee7 y\u1ebfu th\u00f4ng qua Internet v\u00e0 nh\u01b0 m\u1ed9t l\u1ebd t\u1ea5t nhi\u00ean h\u00ecnh th\u00e0nh mong mu\u1ed1n \u0111\u01b0\u1ee3c ch\u0103m s\u00f3c qua c\u00e1c k\u00eanh digital.\u00a0<\/span><\/p>\n

\"t\u1ed5ng<\/span><\/p>\n

N\u1eafm b\u1eaft \u0111\u01b0\u1ee3c xu h\u01b0\u1edbng \u0111ang ng\u00e0y c\u00e0ng ph\u1ed5 bi\u1ebfn n\u00e0y, Bellsystem24-Vietnam\u00a0lu\u00f4n c\u1eadp nh\u1eadt nh\u1eefng ch\u1ee9c n\u0103ng ti\u1ec7n \u00edch nh\u1ea5t cho gi\u1ea3i ph\u00e1p Contact Center \u0111\u1ea3m b\u1ea3o b\u1eaft k\u1ecbp v\u1edbi t\u00ecnh h\u00ecnh kinh doanh c\u1ee7a doanh nghi\u1ec7p kh\u00f4ng ch\u1ec9 trong Vi\u1ec7t Nam m\u00e0 tr\u00ean to\u00e0n th\u1ebf gi\u1edbi.<\/span><\/p>\n

Vi\u1ec7c\u00a0t\u00edch h\u1ee3p \u0111a k\u00eanh (Omni \u2013 channel)\u00a0mang \u0111\u1ebfn cho kh\u00e1ch h\u00e0ng tr\u1ea3i nghi\u1ec7m ti\u1ec7n nghi nh\u1ea5t, t\u0103ng c\u01b0\u1eddng s\u1ef1 ph\u1ed1i h\u1ee3p v\u00e0 gi\u1ea3i quy\u1ebft c\u00e1c th\u00e1ch th\u1ee9c c\u1ea3n tr\u1edf giao ti\u1ebfp. Gi\u1ea3i ph\u00e1p Contact Center c\u1ee7a Bellsystem24-Vietnam\u00a0\u0111\u01b0\u1ee3c x\u00e2y d\u1ef1ng gi\u00fap Doanh nghi\u1ec7p t\u01b0\u01a1ng t\u00e1c v\u1edbi kh\u00e1ch h\u00e0ng c\u1ee7a m\u00ecnh tr\u00ean t\u1ea5t c\u1ea3 c\u00e1c \u0111i\u1ec3m ti\u1ebfp x\u00fac th\u01b0\u01a1ng hi\u1ec7u, bao g\u1ed3m: K\u00eanh tho\u1ea1i, Email, Live chat, M\u1ea1ng x\u00e3 h\u1ed9i, SMS, Mobile apps\u2026 b\u1eb1ng duy nh\u1ea5t m\u1ed9t t\u00e0i kho\u1ea3n qu\u1ea3n tr\u1ecb. T\u1eeb \u0111\u00e2y, doanh nghi\u1ec7p t\u1ed1i \u01b0u \u0111\u01b0\u1ee3c chi ph\u00ed d\u00e0nh cho ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng \u0111\u1ed3ng th\u1eddi gia t\u0103ng doanh thu t\u1eeb vi\u1ec7c kh\u00f4ng b\u1ecf s\u00f3t \u0111\u01a1n h\u00e0ng v\u00e0 t\u1ec9 l\u1ec7 kh\u00e1ch h\u00e0ng quay l\u1ea1i cao.\u00a0<\/span><\/p>\n

2. Th\u1ed1ng nh\u1ea5t tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng trong c\u00f9ng m\u1ed9t h\u1ec7 th\u1ed1ng<\/span><\/h3>\n

C\u00f4ng ngh\u1ec7 4.0 \u0111\u1ed3ng h\u00e0nh c\u00f9ng kh\u00e1ch h\u00e0ng t\u1eeb giai \u0111o\u1ea1n nh\u1eadn th\u1ee9c \u0111\u1ebfn c\u1ea3 giai \u0111o\u1ea1n sau khi mua. Nhi\u1ec1u doanh nghi\u1ec7p hay c\u1ee5 th\u1ec3 h\u01a1n l\u00e0 c\u00e1c nh\u00e0 kinh doanh online c\u0169ng \u0111ang \u00e1p d\u1ee5ng nhi\u1ec1u h\u00ecnh th\u1ee9c c\u00f4ng ngh\u1ec7 AI kh\u00e1c nhau xung quanh d\u1ecbch v\u1ee5 v\u00e0 s\u1ea3n ph\u1ea9m c\u1ee7a h\u1ecd \u0111\u1ec3 c\u1ea3i thi\u1ec7n \u0111\u1ed1i tho\u1ea1i v\u00e0 t\u01b0\u01a1ng t\u00e1c. Danh m\u1ee5c n\u00e0y bao g\u1ed3m c\u00e1c tr\u00f2 chuy\u1ec7n th\u00f4ng minh ho\u1eb7c ph\u00e2n t\u00edch d\u1eef li\u1ec7u th\u00f4ng minh m\u00e0 kh\u00f4ng c\u1ea7n s\u1ef1 can thi\u1ec7p c\u1ee7a b\u1ea1n.\u00a0<\/span><\/p>\n

\"CRM<\/span><\/p>\n

B\u1eb1ng c\u00e1ch thi\u1ebft l\u1eadp h\u1ec7 th\u1ed1ng CRM c\u1ee7a Bellsystem24-Vietnam, t\u1ea5t c\u1ea3 th\u00f4ng tin chi ti\u1ebft c\u1ee7a t\u1eadp kh\u00e1ch h\u00e0ng tr\u00ean t\u1ea5t c\u1ea3 c\u00e1c k\u00eanh \u0111\u01b0\u1ee3c \u0111\u1ed3ng b\u1ed9 ho\u00e1 v\u00e0 qu\u1ea3n tr\u1ecb tr\u00ean m\u1ed9t h\u1ec7 th\u1ed1ng duy nh\u1ea5t. Sau \u0111\u00f3, s\u1ebd ho\u1ea1t \u0111\u1ed9ng theo m\u1ed9t qui tr\u00ecnh t\u01b0\u01a1ng \u1ee9ng. T\u1ea5t c\u1ea3 c\u00e1c tr\u01b0\u1eddng th\u00f4ng tin Kh\u00e1ch h\u00e0ng (customer field), quy tr\u00ecnh ho\u1ea1t \u0111\u1ed9ng (operation process) s\u1ebd \u0111\u01b0\u1ee3c tu\u1ef3 bi\u1ebfn v\u00e0 ph\u00e1t tri\u1ec3n ho\u00e0n to\u00e0n d\u1ef1a tr\u00ean t\u1eebng nhu c\u1ea7u c\u1ee5 th\u1ec3 c\u1ee7a t\u1eebng kh\u00e1ch h\u00e0ng.\u00a0<\/span><\/p>\n

3. \u0110a ng\u00f4n ng\u1eef\u00a0<\/span><\/h3>\n

M\u1edf r\u1ed9ng t\u1eadp kh\u00e1ch h\u00e0ng ra kh\u1ecfi l\u00e3nh th\u1ed5 Vi\u1ec7t Nam kh\u00f4ng c\u00f2n l\u00e0 b\u00e0i to\u00e1n qu\u00e1 xa l\u1ea1 v\u1edbi doanh nghi\u1ec7p Vi\u1ec7t, \u0111\u1ed3ng th\u1eddi s\u1ef1 th\u00e2m nh\u1eadp c\u1ee7a c\u00e1c c\u00f4ng ty \u0111a qu\u1ed1c gia v\u00e0o Vi\u1ec7t Nam c\u0169ng t\u1ea1o n\u00ean s\u1ef1 c\u1ea1nh tranh kh\u00f4ng nh\u1ecf \u1edf th\u1ecb tr\u01b0\u1eddng trong n\u01b0\u1edbc. V\u1edbi h\u01a1n 13 n\u0103m kinh nghi\u1ec7m h\u1ee3p t\u00e1c v\u1edbi c\u00e1c \u0111\u1ed1i t\u00e1c t\u1ea1i Vi\u1ec7t Nam v\u00e0 n\u01b0\u1edbc ngo\u00e0i, Bellsystem24-Vietnam\u00a0th\u1ea5u hi\u1ec3u h\u01a1n h\u1ebft nhu c\u1ea7u ti\u1ebfp c\u1eadn nhi\u1ec1u t\u1eadp kh\u00e1ch h\u00e0ng trong v\u00e0 ngo\u00e0i n\u01b0\u1edbc c\u1ee7a doanh nghi\u1ec7p.\u00a0<\/span><\/p>\n

Nh\u00e2n vi\u00ean d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng t\u1ea1i BELLSYSTEM24-HOASAO\u00a0 \u0111\u1ec1u s\u1edf h\u1eefu kh\u1ea3 n\u0103ng giao ti\u1ebfp b\u1eb1ng ngo\u1ea1i ng\u1eef t\u1ed1t, \u0111\u01b0\u1ee3c \u0111\u00e0o t\u1ea1o theo ch\u01b0\u01a1ng tr\u00ecnh k\u0129 c\u00e0ng \u0111\u1ec3 ti\u1ebfp nh\u1eadn v\u00e0 x\u1eed l\u00fd th\u00f4ng tin t\u1eeb nhi\u1ec1u \u0111\u1ed1i t\u01b0\u1ee3ng kh\u00e1ch h\u00e0ng. Hi\u1ec7n nay, h\u1ec7 th\u1ed1ng Contact Center c\u1ee7a Bellsystem24-Vietnam \u0111\u01b0\u1ee3c m\u1edf r\u1ed9ng tr\u00ean 8 lo\u1ea1i ng\u00f4n ng\u1eef: Ti\u1ebfng Vi\u1ec7t – Ti\u1ebfng Anh – Ti\u1ebfng Ph\u00e1p – Ti\u1ebfng \u00dd – Ti\u1ebfng \u0110\u1ee9c – Ti\u1ebfng Nh\u1eadt – Ti\u1ebfng Trung – Ti\u1ebfng d\u00e2n t\u1ed9c thi\u1ec3u s\u1ed1 Vi\u1ec7t Nam…<\/span><\/p>\n

4. H\u1ed7 tr\u1ee3 24\/7\/365<\/span><\/h3>\n

M\u1ed9t nhu c\u1ea7u t\u1ea5t y\u1ebfu c\u1ee7a kh\u00e1ch h\u00e0ng trong th\u1eddi \u0111\u1ea1i c\u00f4ng ngh\u1ec7 s\u1ed1 l\u00e0 ti\u1ebft ki\u1ec7m th\u1eddi gian v\u00e0 ngu\u1ed3n l\u1ef1c \u0111\u1ec3 gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1. Khi kh\u00e1ch h\u00e0ng \u0111\u00e3 t\u00ecm \u0111\u1ebfn h\u1ec7 th\u1ed1ng CSKH c\u1ee7a doanh nghi\u1ec7p, nhu c\u1ea7u c\u1ee7a h\u1ecd c\u1ea7n \u0111\u01b0\u1ee3c gi\u1ea3i quy\u1ebft nhanh ch\u00f3ng v\u00e0 th\u1ecfa \u0111\u00e1ng. B\u1ea5t k\u1ef3 s\u1ef1 ch\u1eadm tr\u1ec5 n\u00e0o ho\u1eb7c l\u00ed do \u0111\u01b0\u1eddng d\u00e2y b\u1eadn\/kh\u00f4ng ho\u1ea1t \u0111\u1ed9ng \u0111\u1ec1u g\u00e2y \u1ea5n t\u01b0\u1ee3ng kh\u00f4ng t\u1ed1t v\u1edbi kh\u00e1ch h\u00e0ng v\u1ec1 d\u1ecbch v\u1ee5 h\u1eadu m\u00e3i c\u1ee7a doanh nghi\u1ec7p, c\u00f3 th\u1ec3 khi\u1ebfn kh\u00e1ch h\u00e0ng t\u1eeb b\u1ecf th\u01b0\u01a1ng hi\u1ec7u t\u1ea1m th\u1eddi ho\u1eb7c m\u00e3i m\u00e3i b\u1edfi nh\u1eefng s\u1ea3n ph\u1ea9m thay th\u1ebf.\u00a0<\/span><\/p>\n

\"t\u1ed5ng<\/span><\/p>\n

V\u00ec l\u00ed do \u0111\u00f3, Bellsystem24-Vietnam \u0111\u00e3 x\u00e2y d\u1ef1ng h\u1ec7 th\u1ed1ng T\u1ed5ng \u0111\u00e0i Contact Center lu\u00f4n duy tr\u00ec s\u1ef1 \u1ed5n \u0111\u1ecbnh cao, \u0111\u1ea3m b\u1ea3o c\u00f4ng su\u1ea5t ho\u1ea1t \u0111\u1ed9ng t\u1ed1i \u0111a li\u00ean t\u1ee5c. B\u00ean c\u1ea1nh \u0111\u00f3, \u0111\u1ed9i ng\u0169 \u0111i\u1ec7n tho\u1ea1i vi\u00ean c\u1ee7a Bellsystem24-Vietnam c\u0169ng \u0111\u01b0\u1ee3c \u0111\u00e0o t\u1ea1o \u0111\u1ec3 s\u1eb5n s\u00e0ng h\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng 24\/7, gi\u00fap kh\u00e1ch h\u00e0ng lu\u00f4n c\u1ea3m th\u1ea5y \u0111\u01b0\u1ee3c g\u1eafn k\u1ebft v\u00e0 ch\u0103m s\u00f3c t\u1ee9c th\u00ec khi \u0111\u1ebfn v\u1edbi doanh nghi\u1ec7p, t\u1eeb \u0111\u00f3 t\u0103ng t\u1ef7 l\u1ec7 kh\u00e1ch h\u00e0ng trung th\u00e0nh v\u00e0 quay l\u1ea1i s\u1eed d\u1ee5ng d\u1ecbch v\u1ee5\/s\u1ea3n ph\u1ea9m c\u1ee7a doanh nghi\u1ec7p.\u00a0<\/span><\/p>\n

5. Quy tr\u00ecnh ti\u1ebfp nh\u1eadn v\u00e0 x\u1eed l\u00fd th\u00f4ng tin th\u00f4ng minh<\/span><\/h3>\n

S\u1ef1 quy chu\u1ea9n v\u1ec1 ti\u1ebfp nh\u1eadn v\u00e0 l\u00ean c\u00e1c k\u1ecbch b\u1ea3n t\u00ecnh hu\u1ed1ng th\u00f4ng d\u1ee5ng gi\u00fap vi\u1ec7c x\u1eed l\u00fd t\u00ecnh hu\u1ed1ng v\u1edbi kh\u00e1ch h\u00e0ng tr\u1edf n\u00ean nhanh ch\u00f3ng, thu\u1eadn ti\u1ec7n v\u00e0 \u0111\u1ed3ng b\u1ed9.\u00a0 Nh\u00e2n vi\u00ean CSKH c\u1ee7a c\u00e1c doanh nghi\u1ec7p c\u1ea7n \u0111\u01b0\u1ee3c \u0111\u00e0o t\u1ea1o b\u00e0i b\u1ea3n v\u1ec1 c\u00e1c c\u1ea5u tr\u00fac cu\u1ed9c g\u1ecdi, m\u1eabu c\u00e2u chu\u1ea9n, c\u00e1c d\u1ea1ng cu\u1ed9c g\u1ecdi \u0111\u1ec3 giao ti\u1ebfp v\u1edbi kh\u00e1ch h\u00e0ng.\u00a0V\u1edbi s\u1ef1 b\u00e0i b\u1ea3n n\u00e0y, h\u1ec7 th\u1ed1ng Contact Center c\u1ee7a Bellsystem24-Vietnam c\u00f3 th\u1ec3 x\u1eed l\u00fd s\u1ed1 l\u01b0\u1ee3ng cu\u1ed9c g\u1ecdi kh\u1ed5ng l\u1ed3 \u0111\u1ebfn t\u1eeb kh\u00e1ch h\u00e0ng c\u1ee7a c\u00e1c doanh nghi\u1ec7p l\u1edbn, \u0111\u1ea3m b\u1ea3o kh\u00e1ch h\u00e0ng kh\u00f4ng ph\u1ea3i ch\u1edd \u0111\u1ee3i qu\u00e1 l\u00e2u \u0111\u1ec3 \u0111\u01b0\u1ee3c gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1.\u00a0<\/span><\/p>\n

T\u00ednh \u0111\u1ebfn n\u0103m 2019, tr\u1ea3i qua h\u01a1n 13 n\u0103m ho\u1ea1t \u0111\u1ed9ng trong l\u0129nh v\u1ef1c Contact Center, Bellsystem24-Vietnam \u0111\u1ee7 kinh nghi\u1ec7m & n\u0103ng l\u1ef1c \u0111\u1ec3 x\u00e2y d\u1ef1ng m\u1ed9t k\u1ecbch b\u1ea3n ti\u1ebfp nh\u1eadn – x\u1eed l\u00fd th\u00f4ng tin \u0111\u01b0\u1ee3c quy chu\u1ea9n ho\u00e1, \u0111\u1ed9i ng\u0169 nh\u00e2n s\u1ef1 gi\u00e0u kinh nghi\u1ec7m v\u00e0 chuy\u00ean nghi\u1ec7p.<\/span><\/p>\n

N\u1ebfu b\u1ea1n \u0111\u00e3 s\u1eb5n s\u00e0ng \u0111\u1ec3 bi\u1ebfn Trung t\u00e2m D\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng c\u1ee7a c\u00f4ng ty b\u1ea1n tr\u1edf th\u00e0nh n\u01a1i gia t\u0103ng doanh thu, s\u1ea3n sinh l\u1ee3i nhu\u1eadn b\u1ec1n v\u1eefng, gi\u1ea3i ph\u00e1p Contact Center l\u00e0 d\u00e0nh cho b\u1ea1n.\u00a0<\/span><\/p>","protected":false},"excerpt":{"rendered":"

T\u1ed5ng \u0111\u00e0i Contact Center c\u1ee7a Bellsystem24-Vietnam\u00a0cho ph\u00e9p t\u1ed1i \u01b0u chi ph\u00ed ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng c\u0169\/ti\u1ebfp c\u1eadn kh\u00e1ch h\u00e0ng m\u1edbi 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