{"id":7962,"date":"2022-11-17T10:31:40","date_gmt":"2022-11-17T03:31:40","guid":{"rendered":"https:\/\/bellbell24vietnam.vn\/?p=7962"},"modified":"2026-03-06T11:57:41","modified_gmt":"2026-03-06T04:57:41","slug":"4-tieu-chi-quan-trong-de-chon-phan-mem-contact-center-chat-luong","status":"publish","type":"post","link":"https:\/\/bell24vietnam.vn\/en\/knowledge\/4-tieu-chi-quan-trong-de-chon-phan-mem-contact-center-chat-luong\/","title":{"rendered":"7 ti\u00eau ch\u00ed quan tr\u1ecdng \u0111\u1ec3 ch\u1ecdn ph\u1ea7n m\u1ec1m Contact Center ch\u1ea5t l\u01b0\u1ee3ng"},"content":{"rendered":"<p>Th\u1ecb tr\u01b0\u1eddng ph\u1ea7n m\u1ec1m Call Center hi\u1ec7n nay kh\u00f4ng thi\u1ebfu l\u1ef1a ch\u1ecdn, t\u1eeb c\u00e1c gi\u1ea3i ph\u00e1p cloud gi\u00e1 r\u1ebb \u0111\u1ebfn c\u00e1c n\u1ec1n t\u1ea3ng doanh nghi\u1ec7p l\u1edbn (Enterprise). V\u1ea5n \u0111\u1ec1 n\u1eb1m \u1edf ch\u1ed7: nhi\u1ec1u doanh nghi\u1ec7p ch\u1ecdn ph\u1ea7n m\u1ec1m d\u1ef1a tr\u00ean demo \u1ea5n t\u01b0\u1ee3ng ho\u1eb7c b\u00e1o gi\u00e1 th\u1ea5p, r\u1ed3i ph\u00e1t hi\u1ec7n ra sau khi tri\u1ec3n khai r\u1eb1ng h\u1ec7 th\u1ed1ng kh\u00f4ng \u0111\u00e1p \u1ee9ng \u0111\u01b0\u1ee3c nhu c\u1ea7u th\u1ef1c t\u1ebf.<\/p>\n<p>B\u00e0i vi\u1ebft n\u00e0y cung c\u1ea5p b\u1ed9 ti\u00eau ch\u00ed \u0111\u00e1nh gi\u00e1 ph\u1ea7n m\u1ec1m Call Center \u0111\u1ea7y \u0111\u1ee7 v\u00e0 th\u1ef1c t\u1ebf, kh\u00f4ng ch\u1ec9 l\u00e0 danh s\u00e1ch t\u00ednh n\u0103ng k\u1ef9 thu\u1eadt, m\u00e0 l\u00e0 framework gi\u00fap doanh nghi\u1ec7p so s\u00e1nh, \u0111\u1eb7t c\u00e2u h\u1ecfi \u0111\u00fang v\u1edbi nh\u00e0 cung c\u1ea5p v\u00e0 \u0111\u01b0a ra quy\u1ebft \u0111\u1ecbnh ph\u00f9 h\u1ee3p v\u1edbi quy m\u00f4, ng\u00e2n s\u00e1ch v\u00e0 m\u1ee5c ti\u00eau v\u1eadn h\u00e0nh c\u1ee5 th\u1ec3 c\u1ee7a m\u00ecnh.<\/p>\n<h2>Ph\u1ea7n m\u1ec1m Call Center v\u00e0 Contact Center: Kh\u00e1c nhau \u1edf \u0111i\u1ec3m n\u00e0o?<\/h2>\n<p>Tr\u01b0\u1edbc khi \u0111i v\u00e0o ti\u00eau ch\u00ed \u0111\u00e1nh gi\u00e1, c\u1ea7n l\u00e0m r\u00f5 m\u1ed9t \u0111i\u1ec3m m\u00e0 nhi\u1ec1u doanh nghi\u1ec7p nh\u1ea7m l\u1eabn.<\/p>\n<ul>\n<li><span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/knowledge\/what-is-a-call-center\/\"><strong>Ph\u1ea7n m\u1ec1m Call Center<\/strong><\/a><\/span> truy\u1ec1n th\u1ed1ng \u0111\u01b0\u1ee3c thi\u1ebft k\u1ebf ch\u1ee7 y\u1ebfu \u0111\u1ec3 qu\u1ea3n l\u00fd cu\u1ed9c g\u1ecdi tho\u1ea1i Inbound, Outbound, ho\u1eb7c c\u1ea3 hai.<\/li>\n<li>Trong khi \u0111\u00f3,\u00a0<span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/knowledge\/what-is-a-contact-center\/\"><strong>ph\u1ea7n m\u1ec1m Contact Center<\/strong><\/a><\/span> l\u00e0 phi\u00ean b\u1ea3n m\u1edf r\u1ed9ng, t\u00edch h\u1ee3p th\u00eam c\u00e1c k\u00eanh nh\u01b0 email, chat, Zalo, Social media, SMS v\u00e0o m\u1ed9t giao di\u1ec7n qu\u1ea3n l\u00fd th\u1ed1ng nh\u1ea5t.<\/li>\n<\/ul>\n<p>N\u1ebfu doanh nghi\u1ec7p c\u1ee7a b\u1ea1n hi\u1ec7n t\u1ea1i ch\u1ec9 x\u1eed l\u00fd cu\u1ed9c g\u1ecdi tho\u1ea1i nh\u01b0ng c\u00f3 k\u1ebf ho\u1ea1ch m\u1edf r\u1ed9ng sang \u0111a k\u00eanh trong t\u01b0\u01a1ng lai, vi\u1ec7c ch\u1ecdn ngay m\u1ed9t n\u1ec1n t\u1ea3ng <span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/cx-ex-loyalty\/omni-channel-contact-center\/\">Omnichannel Contact Center<\/a>\u00a0<\/span>t\u1eeb \u0111\u1ea7u s\u1ebd ti\u1ebft ki\u1ec7m chi ph\u00ed chuy\u1ec3n \u0111\u1ed5i \u0111\u00e1ng k\u1ec3 v\u1ec1 sau. \u0110\u00e2y l\u00e0 \u0111i\u1ec1u c\u1ea7n t\u00ednh \u0111\u1ebfn ngay t\u1eeb b\u01b0\u1edbc \u0111\u00e1nh gi\u00e1 ban \u0111\u1ea7u.<\/p>\n<h2>7 ti\u00eau ch\u00ed \u0111\u00e1nh gi\u00e1 ph\u1ea7n m\u1ec1m Call Center<\/h2>\n<h3>1. \u0110\u1ed9 \u1ed5n \u0111\u1ecbnh<\/h3>\n<p>\u0110\u00e2y l\u00e0 n\u1ec1n t\u1ea3ng c\u1ee7a m\u1ecdi th\u1ee9. M\u1ed9t ph\u1ea7n m\u1ec1m nhi\u1ec1u t\u00ednh n\u0103ng nh\u01b0ng kh\u00f4ng \u1ed5n \u0111\u1ecbnh s\u1ebd g\u00e2y thi\u1ec7t h\u1ea1i tr\u1ef1c ti\u1ebfp \u0111\u1ebfn tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng v\u00e0 doanh thu. Khi \u0111\u00e1nh gi\u00e1 ti\u00eau ch\u00ed n\u00e0y, c\u00f3 ba th\u00f4ng s\u1ed1 c\u1ee5 th\u1ec3 c\u1ea7n y\u00eau c\u1ea7u <span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/knowledge\/how-to-calculate-service-level-in-a-call-center\/\">nh\u00e0 cung c\u1ea5p cam k\u1ebft b\u1eb1ng v\u0103n b\u1ea3n<\/a><\/span>:<\/p>\n<ul>\n<li><strong>Uptime SLA:<\/strong> Ti\u00eau chu\u1ea9n t\u1ed1i thi\u1ec3u cho h\u1ec7 th\u1ed1ng Call Center doanh nghi\u1ec7p l\u00e0 99%, t\u01b0\u01a1ng \u0111\u01b0\u01a1ng t\u1ed1i \u0111a kho\u1ea3ng 8,7 gi\u1edd downtime m\u1ed7i n\u0103m. C\u00e1c h\u1ec7 th\u1ed1ng \u0111\u00e1p \u1ee9ng y\u00eau c\u1ea7u cao h\u01a1n c\u1ea7n cam k\u1ebft 99,99% (d\u01b0\u1edbi 53 ph\u00fat downtime\/n\u0103m). H\u00e3y h\u1ecfi r\u00f5 con s\u1ed1 c\u1ee5 th\u1ec3, kh\u00f4ng ch\u1ea5p nh\u1eadn c\u00e2u tr\u1ea3 l\u1eddi m\u01a1 h\u1ed3 nh\u01b0 &#8220;h\u1ec7 th\u1ed1ng r\u1ea5t \u1ed5n \u0111\u1ecbnh&#8221;.<\/li>\n<li><strong>Kh\u1ea3 n\u0103ng x\u1eed l\u00fd t\u1ea3i \u0111\u1ed9t bi\u1ebfn:<\/strong> Trong c\u00e1c chi\u1ebfn d\u1ecbch Outbound l\u1edbn ho\u1eb7c khi c\u00f3 s\u1ef1 c\u1ed1 s\u1ea3n ph\u1ea9m, l\u01b0u l\u01b0\u1ee3ng cu\u1ed9c g\u1ecdi c\u00f3 th\u1ec3 t\u0103ng g\u1ea5p 5\u201310 l\u1ea7n so v\u1edbi b\u00ecnh th\u01b0\u1eddng. Ph\u1ea7n m\u1ec1m c\u1ea7n c\u00f3 c\u01a1 ch\u1ebf auto-scaling \u0111\u1ec3 kh\u00f4ng b\u1ecb s\u1eadp ho\u1eb7c ch\u1eadm khi l\u01b0u l\u01b0\u1ee3ng t\u0103ng \u0111\u1ed9t ng\u1ed9t.<\/li>\n<li><strong>C\u01a1 ch\u1ebf backup v\u00e0 kh\u1eafc ph\u1ee5c (disaster recovery):<\/strong>\u00a0Khi x\u1ea3y ra s\u1ef1 c\u1ed1 k\u1ef9 thu\u1eadt, th\u1eddi gian kh\u00f4i ph\u1ee5c h\u1ec7 th\u1ed1ng (RTO \u2014 Recovery Time Objective) c\u1ea7n \u0111\u01b0\u1ee3c cam k\u1ebft r\u00f5. D\u1eef li\u1ec7u ghi \u00e2m v\u00e0 l\u1ecbch s\u1eed cu\u1ed9c g\u1ecdi c\u1ea7n \u0111\u01b0\u1ee3c backup \u0111\u1ecbnh k\u1ef3 v\u00e0 c\u00f3 ph\u01b0\u01a1ng \u00e1n ph\u1ee5c h\u1ed3i c\u1ee5 th\u1ec3.<\/li>\n<\/ul>\n<p>Ngo\u00e0i ra, h\u00e3y ki\u1ec3m tra xem ph\u1ea7n m\u1ec1m c\u00f3 \u0111\u00e1p \u1ee9ng c\u00e1c y\u00eau c\u1ea7u b\u1ea3o m\u1eadt ph\u00f9 h\u1ee3p v\u1edbi ng\u00e0nh c\u1ee7a b\u1ea1n kh\u00f4ng, \u0111\u1eb7c bi\u1ec7t quan tr\u1ecdng v\u1edbi t\u00e0i ch\u00ednh, b\u1ea3o hi\u1ec3m, y t\u1ebf:<\/p>\n<ul>\n<li>M\u00e3 h\u00f3a th\u00f4ng tin kh\u00e1ch h\u00e0ng<\/li>\n<li>M\u00e3 h\u00f3a \u0111\u1ea7u cu\u1ed1i cho cu\u1ed9c g\u1ecdi<\/li>\n<li>Ki\u1ec3m so\u00e1t truy c\u1eadp theo vai tr\u00f2 (RBAC)<\/li>\n<li>Nh\u1eadt k\u00fd audit \u0111\u1ea7y \u0111\u1ee7.<\/li>\n<\/ul>\n<p><img fetchpriority=\"high\" decoding=\"async\" class=\"aligncenter wp-image-21694\" src=\"https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2026\/01\/Phan-mem-Call-center-1024x786.webp\" alt=\"Ph\u1ea7n m\u1ec1m Call center\" width=\"595\" height=\"456\" srcset=\"https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2026\/01\/Phan-mem-Call-center-1024x786.webp 1024w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2026\/01\/Phan-mem-Call-center-300x230.webp 300w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2026\/01\/Phan-mem-Call-center-768x589.webp 768w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2026\/01\/Phan-mem-Call-center-1536x1179.webp 1536w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2026\/01\/Phan-mem-Call-center-16x12.webp 16w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2026\/01\/Phan-mem-Call-center.webp 1698w\" sizes=\"(max-width: 595px) 100vw, 595px\" \/><\/p>\n<p style=\"text-align: center;\"><strong><span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/contact-us\/\">Contact for consultation \u2192<\/a><\/span><\/strong><\/p>\n<h3>2. T\u00ednh n\u0103ng c\u1ed1t l\u00f5i ph\u00f9 h\u1ee3p v\u1edbi m\u00f4 h\u00ecnh v\u1eadn h\u00e0nh<\/h3>\n<p>Kh\u00f4ng ph\u1ea3i m\u1ecdi Call Center \u0111\u1ec1u c\u1ea7n gi\u1ed1ng nhau. Doanh nghi\u1ec7p ch\u1ea1y Inbound ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng c\u00f3 nhu c\u1ea7u r\u1ea5t kh\u00e1c v\u1edbi doanh nghi\u1ec7p ch\u1ea1y Outbound telesales. H\u00e3y \u0111\u00e1nh gi\u00e1 t\u00ednh n\u0103ng d\u1ef1a tr\u00ean m\u00f4 h\u00ecnh v\u1eadn h\u00e0nh th\u1ef1c t\u1ebf c\u1ee7a b\u1ea1n, kh\u00f4ng ph\u1ea3i d\u1ef1a tr\u00ean danh s\u00e1ch t\u00ednh n\u0103ng d\u00e0i nh\u1ea5t. D\u01b0\u1edbi \u0111\u00e2y l\u00e0 m\u1ed9t s\u1ed1 t\u00ednh n\u0103ng quan tr\u1ecdng theo m\u00f4 h\u00ecnh t\u1ed5ng \u0111\u00e0i.<\/p>\n<p><strong>V\u1edbi m\u00f4 h\u00ecnh Inbound<\/strong>:<\/p>\n<ul>\n<li><span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/knowledge\/what-is-ivr\/\">IVR<\/a><\/span> (Interactive Voice Response) linh ho\u1ea1t: C\u00f3 th\u1ec3 t\u1ef1 c\u1ea5u h\u00ecnh lu\u1ed3ng cu\u1ed9c g\u1ecdi m\u00e0 kh\u00f4ng c\u1ea7n can thi\u1ec7p k\u1ef9 thu\u1eadt<\/li>\n<li><span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/knowledge\/what-is-acd\/\">ACD<\/a><\/span> (Automatic Call Distribution) th\u00f4ng minh: Ph\u00e2n ph\u1ed1i cu\u1ed9c g\u1ecdi d\u1ef1a tr\u00ean k\u1ef9 n\u0103ng agent, l\u1ecbch s\u1eed kh\u00e1ch h\u00e0ng, ho\u1eb7c m\u1ee9c \u0111\u1ed9 \u01b0u ti\u00ean<\/li>\n<li>Queue management: Qu\u1ea3n l\u00fd h\u00e0ng ch\u1edd, th\u00f4ng b\u00e1o th\u1eddi gian ch\u1edd d\u1ef1 ki\u1ebfn, t\u00f9y ch\u1ecdn callback \u0111\u1ec3 kh\u00f4ng m\u1ea5t cu\u1ed9c g\u1ecdi<\/li>\n<li>M\u00e0n h\u00ecnh th\u00f4ng tin kh\u00e1ch h\u00e0ng hi\u1ec7n ra t\u1ef1 \u0111\u1ed9ng khi cu\u1ed9c g\u1ecdi \u0111\u1ebfn (screen pop), \u0111\u1eb7c bi\u1ec7t khi <span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/knowledge\/crm\/\">t\u00edch h\u1ee3p v\u1edbi CRM<\/a><\/span><\/li>\n<\/ul>\n<p><strong>V\u1edbi m\u00f4 h\u00ecnh Outbound<\/strong>:<\/p>\n<ul>\n<li><span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/technology\/auto-call-application\/\">Auto Call<\/a><\/span>: Ph\u1ea7n m\u1ec1m quay s\u1ed1 v\u00e0 th\u1ef1c hi\u1ec7n cu\u1ed9c g\u1ecdi t\u1ef1 \u0111\u1ed9ng.<\/li>\n<li>Predictive Dialer: quay s\u1ed1 t\u1ef1 \u0111\u1ed9ng d\u1ef1 \u0111o\u00e1n, t\u1ed1i \u01b0u t\u1ef7 l\u1ec7 k\u1ebft n\u1ed1i v\u00e0 gi\u1ea3m th\u1eddi gian r\u1ed7i c\u1ee7a agent<\/li>\n<li>Progressive v\u00e0 Preview Dialer: cho ph\u00e9p agent xem th\u00f4ng tin kh\u00e1ch h\u00e0ng tr\u01b0\u1edbc khi k\u1ebft n\u1ed1i, ph\u00f9 h\u1ee3p v\u1edbi c\u00e1c cu\u1ed9c g\u1ecdi \u0111\u00f2i h\u1ecfi s\u1ef1 chu\u1ea9n b\u1ecb<\/li>\n<li>Qu\u1ea3n l\u00fd danh s\u00e1ch cu\u1ed9c g\u1ecdi (call list management): ph\u00e2n nh\u00f3m, l\u1ecdc, \u01b0u ti\u00ean v\u00e0 l\u00ean l\u1ecbch g\u1ecdi l\u1ea1i<\/li>\n<li>Tu\u00e2n th\u1ee7 quy \u0111\u1ecbnh (compliance): \u0111\u1eb7c bi\u1ec7t quan tr\u1ecdng v\u1edbi danh s\u00e1ch DNC (Do Not Call) v\u00e0 gi\u1edbi h\u1ea1n t\u1ea7n su\u1ea5t g\u1ecdi.<\/li>\n<\/ul>\n<h3>3. Kh\u1ea3 n\u0103ng b\u00e1o c\u00e1o v\u00e0 ph\u00e2n t\u00edch d\u1eef li\u1ec7u<\/h3>\n<p>M\u1ed9t ph\u1ea7n m\u1ec1m Call Center hi\u1ec7n \u0111\u1ea1i kh\u00f4ng ch\u1ec9 l\u00e0 c\u00f4ng c\u1ee5 x\u1eed l\u00fd cu\u1ed9c g\u1ecdi, n\u00f3 c\u00f2n ph\u1ea3i l\u00e0 ngu\u1ed3n d\u1eef li\u1ec7u gi\u00fap qu\u1ea3n l\u00fd ra quy\u1ebft \u0111\u1ecbnh. N\u1ebfu b\u1ea1n ph\u1ea3i xu\u1ea5t d\u1eef li\u1ec7u th\u1ee7 c\u00f4ng ra Excel \u0111\u1ec3 t\u1ed5ng h\u1ee3p b\u00e1o c\u00e1o cu\u1ed1i tu\u1ea7n, \u0111\u00f3 l\u00e0 d\u1ea5u hi\u1ec7u h\u1ec7 th\u1ed1ng \u0111ang c\u1ea3n tr\u1edf thay v\u00ec h\u1ed7 tr\u1ee3 vi\u1ec7c qu\u1ea3n l\u00fd.<\/p>\n<p>Khi \u0111\u00e1nh gi\u00e1 n\u0103ng l\u1ef1c b\u00e1o c\u00e1o, h\u00e3y ki\u1ec3m tra ba c\u1ea5p \u0111\u1ed9:<\/p>\n<ul>\n<li><strong>Real-time monitoring:<\/strong> Supervisor c\u1ea7n th\u1ea5y \u0111\u01b0\u1ee3c tr\u1ea1ng th\u00e1i hi\u1ec7n t\u1ea1i c\u1ee7a to\u00e0n b\u1ed9 h\u1ec7 th\u1ed1ng, s\u1ed1 agent \u0111ang online\/offline\/on-call, s\u1ed1 cu\u1ed9c g\u1ecdi \u0111ang ch\u1edd, th\u1eddi gian ch\u1edd trung b\u00ecnh hi\u1ec7n t\u1ea1i v\u00e0 c\u00f3 th\u1ec3 can thi\u1ec7p ngay khi c\u1ea7n.<\/li>\n<li><strong>Historical reporting:<\/strong>\u00a0B\u00e1o c\u00e1o theo ng\u00e0y\/tu\u1ea7n\/th\u00e1ng v\u1ec1 c\u00e1c ch\u1ec9 s\u1ed1 c\u1ed1t l\u00f5i: Service Level, <span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/van-hanh\/reduce-call-handling-time\/\">AHT<\/a><\/span> (Average Handling Time), <span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/van-hanh\/first-contact-resolution\/\">FCR<\/a><\/span> (First Call Resolution), t\u1ef7 l\u1ec7 b\u1ecf m\u00e1y, hi\u1ec7u su\u1ea5t t\u1eebng agent v\u00e0 t\u1eebng nh\u00f3m.<\/li>\n<li><strong>Custom reporting:<\/strong> Kh\u1ea3 n\u0103ng t\u1ea1o b\u00e1o c\u00e1o t\u00f9y ch\u1ec9nh theo nhu c\u1ea7u ri\u00eang c\u1ee7a doanh nghi\u1ec7p, v\u00ec kh\u00f4ng ph\u1ea3i m\u1ecdi doanh nghi\u1ec7p \u0111\u1ec1u theo d\u00f5i c\u00f9ng m\u1ed9t b\u1ed9 KPI. H\u00e3y th\u1eed y\u00eau c\u1ea7u nh\u00e0 cung c\u1ea5p demo vi\u1ec7c t\u1ea1o m\u1ed9t b\u00e1o c\u00e1o t\u00f9y ch\u1ec9nh ngay trong bu\u1ed5i demo.<\/li>\n<\/ul>\n<p>C\u00e1c h\u1ec7 th\u1ed1ng ti\u00ean ti\u1ebfn h\u01a1n c\u00f2n t\u00edch h\u1ee3p <span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/technology\/speech-analysis-call-center\/\">ph\u00e2n t\u00edch gi\u1ecdng n\u00f3i<\/a><\/span> (speech analytics) \u2014 t\u1ef1 \u0111\u1ed9ng chuy\u1ec3n \u0111\u1ed5i ghi \u00e2m th\u00e0nh v\u0103n b\u1ea3n, g\u1eafn nh\u00e3n c\u1ea3m x\u00fac v\u00e0 nh\u1eadn di\u1ec7n t\u1eeb kh\u00f3a r\u1ee7i ro. \u0110\u00e2y l\u00e0 t\u00ednh n\u0103ng \u0111\u1eb7c bi\u1ec7t h\u1eefu \u00edch khi k\u1ebft h\u1ee3p v\u1edbi quy tr\u00ecnh\u00a0<span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/van-hanh\/criteria-for-evaluating-call-quality\/\">QA cu\u1ed9c g\u1ecdi<\/a><\/span>\u00a0t\u1ef1 \u0111\u1ed9ng.<\/p>\n<h3>4. Kh\u1ea3 n\u0103ng t\u00edch h\u1ee3p v\u1edbi h\u1ec7 th\u1ed1ng hi\u1ec7n c\u00f3<\/h3>\n<p>Ph\u1ea7n m\u1ec1m Call Center ho\u1ea1t \u0111\u1ed9ng t\u1ed1t nh\u1ea5t khi kh\u00f4ng v\u1eadn h\u00e0nh \u0111\u1ed9c l\u1eadp, m\u00e0 l\u00e0 m\u1ed9t ph\u1ea7n trong h\u1ec7 sinh th\u00e1i c\u00f4ng ngh\u1ec7 c\u1ee7a doanh nghi\u1ec7p. Kh\u1ea3 n\u0103ng t\u00edch h\u1ee3p k\u00e9m l\u00e0 nguy\u00ean nh\u00e2n ph\u1ed5 bi\u1ebfn nh\u1ea5t khi\u1ebfn doanh nghi\u1ec7p ph\u1ea3i thay th\u1ebf ph\u1ea7n m\u1ec1m sau m\u1ed9t th\u1eddi gian s\u1eed d\u1ee5ng.<\/p>\n<p><img decoding=\"async\" class=\"aligncenter wp-image-21696 size-full\" src=\"https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2026\/01\/Tich-hop-call-center.webp\" alt=\"Tich hop call center\" width=\"947\" height=\"448\" srcset=\"https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2026\/01\/Tich-hop-call-center.webp 947w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2026\/01\/Tich-hop-call-center-300x142.webp 300w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2026\/01\/Tich-hop-call-center-768x363.webp 768w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2026\/01\/Tich-hop-call-center-18x9.webp 18w\" sizes=\"(max-width: 947px) 100vw, 947px\" \/><\/p>\n<p>C\u00e1c \u0111i\u1ec3m t\u00edch h\u1ee3p quan tr\u1ecdng nh\u1ea5t c\u1ea7n ki\u1ec3m tra:<\/p>\n<ul>\n<li><strong>CRM:<\/strong>\u00a0T\u00edch h\u1ee3p hai chi\u1ec1u v\u1edbi CRM (Salesforce, HubSpot, ho\u1eb7c CRM n\u1ed9i b\u1ed9) cho ph\u00e9p agent th\u1ea5y to\u00e0n b\u1ed9 l\u1ecbch s\u1eed t\u01b0\u01a1ng t\u00e1c c\u1ee7a kh\u00e1ch h\u00e0ng ngay khi cu\u1ed9c g\u1ecdi \u0111\u1ebfn, v\u00e0 t\u1ef1 \u0111\u1ed9ng c\u1eadp nh\u1eadt th\u00f4ng tin sau cu\u1ed9c g\u1ecdi m\u00e0 kh\u00f4ng c\u1ea7n nh\u1eadp th\u1ee7 c\u00f4ng.<\/li>\n<li><strong>Ticketing system:<\/strong>\u00a0K\u1ebft n\u1ed1i v\u1edbi h\u1ec7 th\u1ed1ng qu\u1ea3n l\u00fd y\u00eau c\u1ea7u h\u1ed7 tr\u1ee3 \u0111\u1ec3 t\u1ef1 \u0111\u1ed9ng t\u1ea1o ticket t\u1eeb cu\u1ed9c g\u1ecdi v\u00e0 theo d\u00f5i ti\u1ebfn \u0111\u1ed9 x\u1eed l\u00fd.<\/li>\n<li><strong>API m\u1edf:<\/strong> H\u1ecfi nh\u00e0 cung c\u1ea5p v\u1ec1 t\u00e0i li\u1ec7u API, m\u1ed9t h\u1ec7 th\u1ed1ng c\u00f3 API \u0111\u1ea7y \u0111\u1ee7 v\u00e0 \u0111\u01b0\u1ee3c t\u00e0i li\u1ec7u h\u00f3a t\u1ed1t s\u1ebd d\u1ec5 d\u00e0ng t\u00edch h\u1ee3p v\u1edbi b\u1ea5t k\u1ef3 ph\u1ea7n m\u1ec1m n\u00e0o kh\u00e1c m\u00e0 doanh nghi\u1ec7p \u0111ang d\u00f9ng ho\u1eb7c s\u1ebd d\u00f9ng trong t\u01b0\u01a1ng lai.<\/li>\n<li><strong>C\u00e1c k\u00eanh giao ti\u1ebfp kh\u00e1c:<\/strong> N\u1ebfu c\u00f3 k\u1ebf ho\u1ea1ch m\u1edf r\u1ed9ng sang \u0111a k\u00eanh, ki\u1ec3m tra xem ph\u1ea7n m\u1ec1m c\u00f3 t\u00edch h\u1ee3p \u0111\u01b0\u1ee3c v\u1edbi Zalo OA, Facebook Messenger, email v\u00e0 live chat hay kh\u00f4ng, v\u00e0 quan tr\u1ecdng h\u01a1n, c\u00e1c k\u00eanh \u0111\u00f3 c\u00f3 th\u1ef1c s\u1ef1 h\u1ee3p nh\u1ea5t tr\u00ean m\u1ed9t giao di\u1ec7n kh\u00f4ng, hay ch\u1ec9 l\u00e0 c\u00e1c module r\u1eddi r\u1ea1c.<\/li>\n<\/ul>\n<h3>5. Tr\u1ea3i nghi\u1ec7m s\u1eed d\u1ee5ng<\/h3>\n<p>Ti\u00eau ch\u00ed n\u00e0y th\u01b0\u1eddng b\u1ecb b\u1ecf qua trong qu\u00e1 tr\u00ecnh \u0111\u00e1nh gi\u00e1, nh\u01b0ng l\u1ea1i \u1ea3nh h\u01b0\u1edfng tr\u1ef1c ti\u1ebfp \u0111\u1ebfn n\u0103ng su\u1ea5t v\u00e0 t\u1ef7 l\u1ec7 l\u1ed7i c\u1ee7a \u0111\u1ed9i ng\u0169 v\u1eadn h\u00e0nh. M\u1ed9t giao di\u1ec7n ph\u1ee9c t\u1ea1p, nhi\u1ec1u b\u01b0\u1edbc thao t\u00e1c kh\u00f4ng c\u1ea7n thi\u1ebft s\u1ebd l\u00e0m t\u0103ng AHT v\u00e0 t\u1ef7 l\u1ec7 l\u1ed7i nh\u1eadp li\u1ec7u, \u0111\u1eb7c bi\u1ec7t v\u1edbi nh\u00e2n vi\u00ean m\u1edbi.<\/p>\n<p>Khi demo ph\u1ea7n m\u1ec1m, h\u00e3y y\u00eau c\u1ea7u \u0111\u01b0\u1ee3c th\u1eed tr\u1ef1c ti\u1ebfp, kh\u00f4ng ch\u1ec9 xem b\u1ea3n tr\u00ecnh chi\u1ebfu. M\u1ed9t s\u1ed1 \u0111i\u1ec3m c\u1ea7n ch\u00fa \u00fd:<\/p>\n<ul>\n<li>Th\u1eddi gian \u0111\u1ec3 \u0111\u00e0o t\u1ea1o agent m\u1edbi s\u1eed d\u1ee5ng th\u00e0nh th\u1ea1o giao di\u1ec7n l\u00e0 bao l\u00e2u?<\/li>\n<li>Supervisor c\u00f3 th\u1ec3 gi\u00e1m s\u00e1t, nghe xen (monitor\/barge-in) v\u00e0 g\u1eedi g\u1ee3i \u00fd cho agent trong cu\u1ed9c g\u1ecdi kh\u00f4ng?<\/li>\n<li>H\u1ec7 th\u1ed1ng c\u00f3 ho\u1ea1t \u0111\u1ed9ng t\u1ed1t tr\u00ean c\u1ea3 m\u00e1y t\u00ednh \u0111\u1ec3 b\u00e0n v\u00e0 thi\u1ebft b\u1ecb di \u0111\u1ed9ng kh\u00f4ng?<\/li>\n<li>Giao di\u1ec7n qu\u1ea3n tr\u1ecb (admin panel) c\u00f3 cho ph\u00e9p t\u1ef1 c\u1ea5u h\u00ecnh IVR, th\u00eam b\u1edbt agent, ch\u1ec9nh s\u1eeda script m\u00e0 kh\u00f4ng c\u1ea7n g\u1ecdi h\u1ed7 tr\u1ee3 k\u1ef9 thu\u1eadt kh\u00f4ng?<\/li>\n<\/ul>\n<h3>6. M\u00f4 h\u00ecnh chi ph\u00ed v\u00e0 t\u1ed5ng chi ph\u00ed s\u1edf h\u1eefu (TCO)<\/h3>\n<p>Gi\u00e1 ni\u00eam y\u1ebft c\u1ee7a ph\u1ea7n m\u1ec1m Call Center th\u01b0\u1eddng ch\u1ec9 l\u00e0 ph\u1ea7n n\u1ed5i c\u1ee7a t\u1ea3ng b\u0103ng. Nhi\u1ec1u doanh nghi\u1ec7p b\u1ecb b\u1ea5t ng\u1edd v\u1edbi c\u00e1c kho\u1ea3n chi ph\u00ed ph\u00e1t sinh sau khi \u0111\u00e3 k\u00fd h\u1ee3p \u0111\u1ed3ng. \u0110\u1ec3 so s\u00e1nh ch\u00ednh x\u00e1c gi\u1eefa c\u00e1c nh\u00e0 cung c\u1ea5p, c\u1ea7n t\u00ednh TCO (Total Cost of Ownership) \u0111\u1ea7y \u0111\u1ee7, bao g\u1ed3m t\u1ea5t c\u1ea3 c\u00e1c th\u00e0nh ph\u1ea7n sau:<\/p>\n<ul>\n<li><strong>Chi ph\u00ed tri\u1ec3n khai ban \u0111\u1ea7u:<\/strong>\u00a0Ph\u00ed c\u00e0i \u0111\u1eb7t, t\u00edch h\u1ee3p, c\u1ea5u h\u00ecnh h\u1ec7 th\u1ed1ng v\u00e0 \u0111\u00e0o t\u1ea1o nh\u00e2n vi\u00ean l\u1ea7n \u0111\u1ea7u.<\/li>\n<li><strong>Chi ph\u00ed v\u1eadn h\u00e0nh \u0111\u1ecbnh k\u1ef3:<\/strong>\u00a0Ph\u00ed license\/subscription theo th\u00e1ng ho\u1eb7c n\u0103m, ph\u00ed theo s\u1ed1 l\u01b0\u1ee3ng agent ho\u1eb7c theo s\u1ed1 ph\u00fat g\u1ecdi.<\/li>\n<li><strong>Chi ph\u00ed t\u00f9y ch\u1ec9nh (customization):<\/strong> N\u1ebfu doanh nghi\u1ec7p c\u1ea7n t\u00f9y ch\u1ec9nh lu\u1ed3ng IVR, b\u00e1o c\u00e1o, ho\u1eb7c t\u00edch h\u1ee3p \u0111\u1eb7c th\u00f9. Chi ph\u00ed n\u00e0y c\u00f3 th\u1ec3 r\u1ea5t cao n\u1ebfu ph\u1ee5 thu\u1ed9c ho\u00e0n to\u00e0n v\u00e0o nh\u00e0 cung c\u1ea5p.<\/li>\n<li><strong>Chi ph\u00ed h\u1ed7 tr\u1ee3 k\u1ef9 thu\u1eadt:<\/strong>\u00a0G\u00f3i h\u1ed7 tr\u1ee3 bao g\u1ed3m nh\u1eefng g\u00ec? 24\/7 hay ch\u1ec9 trong gi\u1edd h\u00e0nh ch\u00ednh? SLA ph\u1ea3n h\u1ed3i l\u00e0 bao l\u00e2u khi x\u1ea3y ra s\u1ef1 c\u1ed1 nghi\u00eam tr\u1ecdng?<\/li>\n<li><strong>Chi ph\u00ed m\u1edf r\u1ed9ng quy m\u00f4:<\/strong>\u00a0Khi doanh nghi\u1ec7p t\u0103ng t\u1eeb 20 l\u00ean 50 agent, chi ph\u00ed t\u0103ng tuy\u1ebfn t\u00ednh hay c\u00f3 b\u1eadc gi\u00e1 t\u1ed1t h\u01a1n?<\/li>\n<\/ul>\n<p>M\u1ed9t \u0111i\u1ec3m kh\u00e1c bi\u1ec7t quan tr\u1ecdng c\u1ea7n hi\u1ec3u r\u00f5 l\u00e0 gi\u1eefa m\u00f4 h\u00ecnh\u00a0<strong>On-premise<\/strong>\u00a0(c\u00e0i \u0111\u1eb7t t\u1ea1i ch\u1ed7, \u0111\u1ea7u t\u01b0 ph\u1ea7n c\u1ee9ng l\u1edbn ban \u0111\u1ea7u) v\u00e0\u00a0<strong>Cloud\/SaaS<\/strong>\u00a0(thu\u00ea theo th\u00e1ng, kh\u00f4ng c\u1ea7n ph\u1ea7n c\u1ee9ng).<\/p>\n<p>V\u1edbi ph\u1ea7n l\u1edbn doanh nghi\u1ec7p v\u1eeba v\u00e0 nh\u1ecf hi\u1ec7n nay, m\u00f4 h\u00ecnh Cloud linh ho\u1ea1t h\u01a1n v\u00e0 t\u1ed5ng chi ph\u00ed 3 n\u0103m th\u01b0\u1eddng th\u1ea5p h\u01a1n On-premise khi t\u00ednh \u0111\u1ee7 chi ph\u00ed b\u1ea3o tr\u00ec v\u00e0 n\u00e2ng c\u1ea5p ph\u1ea7n c\u1ee9ng.<\/p>\n<h3>7. Ch\u1ea5t l\u01b0\u1ee3ng h\u1ed7 tr\u1ee3 v\u00e0 kinh nghi\u1ec7m tri\u1ec3n khai c\u1ee7a nh\u00e0 cung c\u1ea5p<\/h3>\n<p>Ph\u1ea7n m\u1ec1m t\u1ed1t m\u00e0 nh\u00e0 cung c\u1ea5p h\u1ed7 tr\u1ee3 k\u00e9m c\u0169ng s\u1ebd d\u1eabn \u0111\u1ebfn th\u1ea5t b\u1ea1i. \u0110\u00e2y l\u00e0 ti\u00eau ch\u00ed nhi\u1ec1u doanh nghi\u1ec7p b\u1ecf qua khi so s\u00e1nh, nh\u01b0ng l\u1ea1i tr\u1edf th\u00e0nh v\u1ea5n \u0111\u1ec1 l\u1edbn nh\u1ea5t sau khi tri\u1ec3n khai.<\/p>\n<p>M\u1ed9t s\u1ed1 c\u00e2u h\u1ecfi c\u1ea7n \u0111\u1eb7t ra v\u1edbi nh\u00e0 cung c\u1ea5p tr\u01b0\u1edbc khi quy\u1ebft \u0111\u1ecbnh:<\/p>\n<ul>\n<li>Quy tr\u00ecnh onboarding v\u00e0 tri\u1ec3n khai ban \u0111\u1ea7u k\u00e9o d\u00e0i bao l\u00e2u?<\/li>\n<li>Ai l\u00e0 ng\u01b0\u1eddi ch\u1ecbu tr\u00e1ch nhi\u1ec7m k\u1ef9 thu\u1eadt t\u1eeb ph\u00eda nh\u00e0 cung c\u1ea5p?<\/li>\n<li>Khi x\u1ea3y ra s\u1ef1 c\u1ed1 nghi\u00eam tr\u1ecdng, th\u1eddi gian ph\u1ea3n h\u1ed3i cam k\u1ebft l\u00e0 bao l\u00e2u v\u00e0 qua k\u00eanh n\u00e0o?<\/li>\n<li>Nh\u00e0 cung c\u1ea5p c\u00f3 kinh nghi\u1ec7m tri\u1ec3n khai cho c\u00e1c doanh nghi\u1ec7p c\u00f9ng ng\u00e0nh ho\u1eb7c c\u00f9ng quy m\u00f4 kh\u00f4ng?<\/li>\n<li>C\u00f3 th\u1ec3 cung c\u1ea5p reference customer, <span style=\"color: #ff6600;\">case study<\/span> \u0111\u1ec3 tham kh\u1ea3o kh\u00f4ng?<\/li>\n<li>L\u1ed9 tr\u00ecnh ph\u00e1t tri\u1ec3n s\u1ea3n ph\u1ea9m trong 12\u201324 th\u00e1ng t\u1edbi l\u00e0 g\u00ec? \u0110i\u1ec1u n\u00e0y quan tr\u1ecdng \u0111\u1ec3 \u0111\u1ea3m b\u1ea3o ph\u1ea7n m\u1ec1m s\u1ebd ti\u1ebfp t\u1ee5c ph\u00e1t tri\u1ec3n c\u00f9ng v\u1edbi nhu c\u1ea7u c\u1ee7a doanh nghi\u1ec7p.<\/li>\n<\/ul>\n<p>Kinh nghi\u1ec7m th\u1ef1c t\u1ebf trong ng\u00e0nh Contact Center l\u00e0 y\u1ebfu t\u1ed1 kh\u00f4ng th\u1ec3 thay th\u1ebf. Nh\u00e0 cung c\u1ea5p c\u00f3 n\u1ec1n t\u1ea3ng v\u1eadn h\u00e0nh Call Center th\u1ef1c t\u1ebf, kh\u00f4ng ch\u1ec9 b\u00e1n ph\u1ea7n m\u1ec1m, th\u01b0\u1eddng c\u00f3 kh\u1ea3 n\u0103ng t\u01b0 v\u1ea5n s\u00e2u h\u01a1n v\u1ec1 quy tr\u00ecnh, kh\u00f4ng ch\u1ec9 v\u1ec1 k\u1ef9 thu\u1eadt. \u0110\u00e2y l\u00e0 l\u00fd do nhi\u1ec1u doanh nghi\u1ec7p l\u1edbn tin t\u01b0\u1edfng c\u00e1c gi\u1ea3i ph\u00e1p \u0111\u1ebfn t\u1eeb \u0111\u01a1n v\u1ecb v\u1eeba <a href=\"https:\/\/bell24vietnam.vn\/en\/contact-center\/\"><span style=\"color: #ff6600;\">v\u1eadn h\u00e0nh Contact Center<\/span><\/a>\u00a0v\u1eeba cung c\u1ea5p\u00a0<span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/phan-mem-call-center\/\">ph\u1ea7n m\u1ec1m t\u1ed5ng \u0111\u00e0i<\/a><\/span> nh\u01b0 Bellsystem24 Vietnam v\u00ec hi\u1ec3u b\u00e0i to\u00e1n v\u1eadn h\u00e0nh t\u1eeb b\u00ean trong.<\/p>\n<h2>L\u1ef1a ch\u1ecdn \u0111\u00fang ngay t\u1eeb \u0111\u1ea7u!<\/h2>\n<p>Vi\u1ec7c chuy\u1ec3n \u0111\u1ed5i ph\u1ea7n m\u1ec1m Call Center sau khi \u0111\u00e3 v\u1eadn h\u00e0nh \u1ed5n \u0111\u1ecbnh kh\u00f4ng ch\u1ec9 t\u1ed1n k\u00e9m v\u1ec1 chi ph\u00ed k\u1ef9 thu\u1eadt, m\u00e0 c\u00f2n g\u00e2y gi\u00e1n \u0111o\u1ea1n v\u1eadn h\u00e0nh, m\u1ea5t d\u1eef li\u1ec7u l\u1ecbch s\u1eed v\u00e0 \u1ea3nh h\u01b0\u1edfng \u0111\u1ebfn ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5 trong giai \u0111o\u1ea1n chuy\u1ec3n ti\u1ebfp. \u0110\u00f3 l\u00e0 l\u00fd do t\u1ea1i sao vi\u1ec7c \u0111\u1ea7u t\u01b0 th\u1eddi gian \u0111\u00e1nh gi\u00e1 k\u1ef9 l\u01b0\u1ee1ng ngay t\u1eeb \u0111\u1ea7u, d\u00f9 m\u1ea5t nhi\u1ec1u c\u00f4ng s\u1ee9c h\u01a1n, lu\u00f4n l\u00e0 quy\u1ebft \u0111\u1ecbnh \u0111\u00fang \u0111\u1eafn v\u1ec1 l\u00e2u d\u00e0i.<\/p>\n<p>N\u1ebfu doanh nghi\u1ec7p c\u1ee7a b\u1ea1n \u0111ang \u1edf giai \u0111o\u1ea1n \u0111\u00e1nh gi\u00e1 v\u00e0 c\u1ea7n t\u01b0 v\u1ea5n t\u1eeb \u0111\u01a1n v\u1ecb c\u00f3 kinh nghi\u1ec7m th\u1ef1c t\u1ebf trong c\u1ea3 v\u1eadn h\u00e0nh Contact Center l\u1eabn tri\u1ec3n khai ph\u1ea7n m\u1ec1m, \u0111\u1ed9i ng\u0169\u00a0Bellsystem24 Vi\u1ec7t Nam s\u1eb5n s\u00e0ng h\u1ed7 tr\u1ee3, t\u1eeb ph\u00e2n t\u00edch nhu c\u1ea7u, t\u01b0 v\u1ea5n l\u1ef1a ch\u1ecdn gi\u1ea3i ph\u00e1p, \u0111\u1ebfn \u0111\u1ed3ng h\u00e0nh tri\u1ec3n khai v\u00e0 v\u1eadn h\u00e0nh sau khi go-live. V\u1edbi h\u01a1n 19 n\u0103m kinh nghi\u1ec7m d\u1eabn \u0111\u1ea7u ng\u00e0nh Contact Center &amp; BPO t\u1ea1i Vi\u1ec7t Nam, ch\u00fang t\u00f4i hi\u1ec3u r\u00f5 nh\u1eefng g\u00ec m\u1ed9t h\u1ec7 th\u1ed1ng Call Center c\u1ea7n c\u00f3 \u0111\u1ec3 v\u1eadn h\u00e0nh hi\u1ec7u qu\u1ea3 trong th\u1ef1c t\u1ebf.<\/p>\n<p><strong><span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/contact-us\/\">Contact for consultation \u2192<\/a><\/span><\/strong><\/p>","protected":false},"excerpt":{"rendered":"<p>Th\u1ecb tr\u01b0\u1eddng ph\u1ea7n m\u1ec1m Call Center hi\u1ec7n nay kh\u00f4ng thi\u1ebfu l\u1ef1a ch\u1ecdn, t\u1eeb c\u00e1c gi\u1ea3i ph\u00e1p cloud gi\u00e1 r\u1ebb \u0111\u1ebfn [&hellip;]<\/p>","protected":false},"author":1,"featured_media":16561,"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 center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"ast-content-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"footnotes":""},"categories":[12],"tags":[],"class_list":["post-7962","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-kien-thuc"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v23.0 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>7 ti\u00eau ch\u00ed quan tr\u1ecdng \u0111\u1ec3 ch\u1ecdn ph\u1ea7n m\u1ec1m Contact Center ch\u1ea5t l\u01b0\u1ee3ng - Bellsystem24 Vietnam<\/title>\n<meta name=\"description\" content=\"\u0110\u1ec3 \u0111\u1ea1t \u0111\u01b0\u1ee3c hi\u1ec7u qu\u1ea3 t\u1ed1i \u01b0u trong vi\u1ec7c v\u1eadn h\u00e0nh, doanh nghi\u1ec7p c\u1ea7n \u0111\u1ea7u t\u01b0 v\u00e0o ph\u1ea7n m\u1ec1m Contact Center m\u1ed9t c\u00e1ch th\u00f4ng minh. 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