VietinBank Contact Center excellently won the 2023 innovation award

In June 2023, VietinBank received the award "Excellence in Innovation - Contact Center Vietnam 2023" presented by Global Banking & Finance Review. Innovation and promotion of digital technology application in customer care have always been a focus of VietinBank Customer Service Center (TTDVKH/VietinBank Contact Center) and are an important premise and foundation for implementing the strategic goals of the Board of Directors of Vietnam Joint Stock Commercial Bank for Industry and Trade (VietinBank) on "Improving service quality".

2023 marks a breakthrough for TTDVKH when pioneering the introduction of a unified multi-channel switchboard system (Omni-channel) with CRM (customer relationship management) solution to automate processes, manage the entire journey, and maximize customer experience.

In addition, the Customer Service Center actively implements a series of innovative initiatives to improve productivity and service quality through building a website-based information portal (https://contact.vietinbank.vn) at transaction counters, branches, ATMs, POS, iPay, eFAST... allowing customers to send reviews and feedback to VietinBank, search for instructions on common situations; expand the scale of operations at the affiliated facility in Luu Xa - Thai Nguyen and prepare to develop facilities in the Central and Southern regions to serve customers according to cultural and regional characteristics; train and upgrade chatbots to increase the automation rate; build a system to receive and process customer requests via email; develop a Call Out Campaign Management (LCM) system to increase the efficiency of debt reminders, cross-selling, and customer surveys.

For corporate customers (KHDN) and priority customers (KHƯT), from May 10, 2023, TTDVKH has provided a dedicated number for KHƯT 1800 558 866 and KHĐ 1900 558 886, providing customers with an outstanding service experience.

On the Omni-channel Call Center system platform, Customer Service Center promotes research to apply digitalization and AI to customer care activities such as voice recognition (Voice Biometrics), voice analysis (Speech Analytics), customer identity identification (eKYC), Voicebot (including Smart IVR); Chatbot on Knowledge Base Robot platform for complaint and grievance resolution operations... increasing automation rate and self-service customer services.

VietinBank Contact Center excellently won the 2023 innovation award - 2

By the end of June 2023, the Customer Service Center had served millions of customers, an increase of 49.3% compared to the first 6 months of 2022. The dropped call rate and Customer Satisfaction Index (CSI) both reached and exceeded the international Benchmark. The average productivity/Consultant increased by 17% compared to the same period last year.

Thanks to its continuous efforts in innovation and creativity, TTDVKH won the “Excellence in Innovation - Contact Center Vietnam 2023” award presented by Global Banking & Finance Review in recognition of its effective implementation of breakthrough initiatives in customer care in 2023, bringing customers different service experiences.

Global Banking and Finance magazine is a prestigious financial magazine, providing news, analysis and reviews on the fields of Banking, Finance, Business, Trade, Assets & Wealth Management... based in London, UK.

The magazine's readership includes Presidents, CEOs, Chief Financial Officers (CFOs), and senior decision makers in Fortune 500 companies, large banks, financial institutions, and individuals interested in the financial markets.

The magazine meets the need to provide an independent, comprehensive perspective on information in the financial community and is also the organizer of prestigious award programs in the financial services industry with objective, independent and transparent evaluation criteria.

Thuy Linh

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