Vietnam Improves Customer Care

The ASC INSPIRATIONpro Quality Monitoring solution has been selected by VMS-MobiFone, Vietnam's second largest mobile GSM network carrier, to improve the quality of their customer interactions in their Customer Care contact centre.

VMS-MobiFone's objective is to become the best mobile communications service provider and they are planning to achieve it through outstanding quality of service and support to their customers. Thus, VMS-MobiFone is implementing ASC's INSPIRATIONpro Quality Monitoring solution in their Customer Care centre in Ho Chi Minh City to monitor and evaluate the levels of quality and the performance of their agents to ultimately improve their customer service skills. The contact centre has 100 agents handling on average 20,000 in-bound calls per day, working in a free-seating environment.

The chosen ASC solution comprises of ASC MARATHON communications recording platform, fully integrated with the existing Ericsson MD110 PBX, and INSPIRATIONpro, ASC's agent evaluation and quality monitoring solution. Free-seating is provided without expensive CTI integration by simply tagging the calls and screen activities with the agent's Windows logon ID.

"We consider quality to be our main competitive advantage and we want to be able to provide our customers with the best possible service." Commented Dang Van Dung, Call Centre Manager at VMS-MobiFone. "We looked at what was available on the market for Quality Monitoring and we selected ASC because of the extensive product features and the service support presence in Vietnam."

INSPIRATIONpro allows VMS-MobiFone to capture both voice and data activities with selective, rules based recording for 30 concurrent agents. Call Centre supervisors can evaluate calls using INSPIRATIONpro's intuitive and customisable templates, and they can devise specific training programmes based on the outcome of both telephone interactions and agent's screen activities. VMS-MobiFone will also take full advantage of INSPIRATIONpro's reporting capabilities, creating new report templates using Crystal Reports, INSPIRATIONpro's reporting engine.

VMS-MobiFone will receive full support and after-sale services from Schmidt Electronics Asia Ltd., ASC's reseller in Vietnam."

Posted to the site on 16th March 2004