VPBank Finance Company Limited, popularly known as FE Credit, has initiated a key technology project on the establishment and operation of a contact centre since late 2016 with support from CMC Saigon Technology and Solutions Co., Ltd, a local leader in system integration solutions leveraging innovation and advanced IT platforms.
An advanced call centre model, the contact centre regarded as one of the world’s most advanced technologies in the field of customer care.
This project is part of FE Credit’s strategy to enhance the quality of service delivery across multiple channels and thus optimise the cost, shorten information processing time, increase the productivity of front-end and back-end teams and improve customer experience.
This is also the largest contact centre project in Vietnam to date, with 3.5 million calls handled a day by 4,500 consultants (agents) and multi-channel integration within various systems of the organisation.
Modern technology to optimise operations
CMC Saigon Technology and Solutions Co., Ltd (CMC TSSG) started the project to upgrade infrastructure design based on Genesys solutions, and system administration for FE Credit from a manual to a fully automated platform.
This solution replaces the old contact centre system, which had a limited capacity, to meet the speed and need of business expansion, thus helping FE Credit to unify the platform and integrate its five departments “end-to-end”.
The project has been divided into two phases, with Phase 1 running from December 2016 to November 2017 and Phase 2 from February 2019 until September 2019.
In Phase 1, CMC TSSG successfully deployed omni-channel technology for FE Credit with capabilities including voice, email, web chat, Facebook and mobile application on this platform.
The voice channel focuses on automating the process and operations to help FE Credit optimise resources during peak periods, thereby improving the contact centre’s operational efficiency. In addition, the system also supports screen recording and call recording to improve service quality and risk control.
Thanks to the success of Phase 1, FE Credit continued to invest in expanding the platform from 2,000 agents to 4,500 agents in phase 2. Currently, CMC TSSG is preparing to complete phase 2.
Tiet Kim Hai, chief information officer (CIO) at FE Credit, said, “As a pioneer of the consumer finance industry, our focus has always been to carry out the best technology solutions, which not only keep pace with the growing demand but also provide seamless experience to all users, while at the same time meet the challenge of tight deadlines.”
“With a highly qualified team and professional project management capabilities, CMC TSSG has met the highest standards of a complex project with multi-technology and multi-functionality needs, while involving expert teams from different countries in the project,” Tiet added.
In Hai’s words, after the successful implementation of Phase 1, the timely and successful completion of Phase 2 is crucial for FE Credit to build an international-standard contact centre system.
Building up contact centre capacity a key step in digital transformation strategy
As a leader in providing comprehensive IT solutions for the Vietnamese banking and finance sector, CMC TSSG aims to be the leader in consulting solutions on digital transformation, and the investment in building contact centre capacity is a key and strategic step for CMC TSSG.
Bui Thanh Phong, Business Solutions Sector director at CMC TSSG, said, “In the past three years, CMC TSSG has mapped out the needs of businesses in the field of customer care and has built a research and development department to optimise the product packages developing solutions for various customer segments and usage cases for businesses in the field of customer experience.”
“At the same time, the organisation has invested in hiring experienced experts and continuously enhancing the technological capacity of the contact centre. In addition, we also co-ordinate with the world’s leading technology firms to meet the deployment and post-deployment needs of projects.”
FE Credit and CMC TSSG commit to join synergies to ensure the successful implementation of Phase 2 of the project to achieve their shared objectives.
