CUSTOMER SERVICE & TELESALES (Call center Services)

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Arabella Greene
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1 CUSTOMER SERVICE & TELESALES (Call center Services) Nguyen Hoang B2B Trading & Expo Co., Ltd. (NH B2B) PIC: Ms. Nguyen Lan (Darlia) Mobile:

2 Call center Head Office: L20 Him Lam Street, Ward Him Lam, District 7, HCMC Branch Office 1: 157 Thanh My, Ward 15, Tan Binh District, HCMC Branch Office 2: 211-CT5B, Me Tri Ha, Tu Liem District Ha Noi Call Center

3 Mission Building and strengthening the customer relationships for our enterprise clients for their sustainable development

4 Business Philosophy Nguyen Hoang B2B Trading & Expo building TRUST: Between managers and staff from the attention to policies, creativity, capability and opportunities for development of each individual. Between colleagues with colleagues in the spirit of solidarity and respect for mutual assistance Between NH B2B and its enterprise customers through the provision of high quality service personnel, technical systems with advanced technology for a long & sustainable relationship.

5 Core Values Efficiency Creativity Harmony Dedication Trust Mutual Aid

6 Featured Customers

7 Competitive Advantage Experience: 6 year inbound & 2 year outbound Flexible package services NH B2B providing solutions for customer care services Up-to-date technology Informative database Professional service personnel

8 Flexible package service Direct sales and customer care but No experience Restriction on capital High risk Inbound & Outbound full package service Dedicated & professional personnel Up-to-date technology Able to change amount of personnel in short period of time Reasonable cost Sharing costs and financial risks

9 Flexible package service Benefits of Outsourcing Eliminate the burden of initial investment costs Reduce financial risk No need to recruit, train and manage Focus on expertise Reduce time to kick off projects Flexibility to increase or decrease the size The number and quality of calls increased Take advantage of partners from the experience, technology and management... Get professional immediately without time to accumulate Large database

10 Service Who are customers? A bank needs to find companies / individuals wishing to open an account or apply for a card. An insurance company needs to take care of thousands of customers or their agents recruited each month. A hospital needs a center to answer questions, make appointments or routine patient care. A telecommunications company needs marketing, sales support and service information A travel agency needs to take care of old customers and offering the new tours A training center (business, foreign languages ) using the telesales service to introduce to the parents or college students. The fitness center needs telesales service to sell membership cards A tax office needs to remind tax outstanding each month. Supermarkets need telesales to remind customers for any additional food items And hundreds of other companies need a new way to search for new customers and take care of current customers more efficiently.

11 Our solution Inbound service Who should use this service? When your company needs to receive requests from customers regarding inquiries, consultation via telephone, , chat... When your company provides consulting services about socio-economic information, music gifts, event (game shows, fairs) When your company needs to diversify the forms of sales, such as receiving orders via telephone,

12 Our solution Inbound service Benefits from service Call directing feature allows the system to identify which staff is ready and can direct calls that have complex business requirements to staff with the most appropriate skills. Simple dialog interface, the pop-up screen filled with customer data and information relating to each call, , web Auto redial when dropped on queue increases customer satisfaction. Call monitoring feature ensures information security and increases employees performance Easily export reports as required for tracking & monitoring

13 Our solution Outbound service Suitable for companies Need suitable telemarketing solutions Need to perform after-sales service Need a new & effective sales channels Need to improve the brand name & image Need to conduct market research surveys Need to standardize its customer data Charge & fee collection

14 Our solution Outbound service Benefits from service Select the most suitable marketing objectives Identify potential customers immediately Setting quality appointments: help companies take more time for direct access to customers "Invisibility" of the business strategy Can be measured before implemented Available database with client information Available professional, dedicated and effective staff

15 Advanced technology We associate partner base on Win - Win formula NH B2B Some of Human supplier Some of University, college and more

16 Advanced technology Voice Customer Voice Web, Chat,... ,SMS... HiPath Communication Server HiPathProcenter Server Agent Manager LAN Fixed/ Mobile Network Internet HiPathProcenter Server/ IVR Web/Mail Server WAN Communication Server Communication Access Point LAN LAN Agent Agent Agent Manager Agent Agent

17 Advanced technology PSTN MSC-HN MSC-HCM System Announcement Unit 64xab 32xab PSTN 32xCO 4xE1 4xE1 (R2) SP201z (C7 SU) 4xE1 (C7) CCBS Server VNM Mail Server Web Server VNM WAN 4xE1 4xE1 4xE1 4xE1 2x SP201z (C7 Signalling Units) 24x CO 2x AP 3700IP (Voice Gateway) HiPath 4000 Communication Server (Call Control) HiPath ProCenter Contact Server (ACD (voice/mail/web) CTI, Reporting) LAN - HCMC Envox Server (IVR) EVOip Server (Voice Recording) Hicom 330H w ACD LAN - HN 120 IP Agents/supervisor 100 TDM Agents/supervisor 10 IP Agents/supervisor PSTN 8xCO LAN - DN 2xE1 2x E1 AP 3700IP (Voice Gateway) MSC-DN SP201z (C7 SU) 20 IP Agents/supervisor

18 Advanced technology

19 Personnel & Database Ensure stable and professional staff with criteria "Enough & correct people Adjust easily the scale of operation to help companies "use only when needed Regularly update the skills for staff to ensure they meet the increasing requirements of customers Organization following crosschecking model to ensure quality of service provided Classified according to various criteria (age, gender, income, geographical region...) ensuring the selection of suitable clients, costeffective marketing Regularly updated on the quality and quantity

20 NGUYEN HOANG B2B TRADING & EXPO COMPANY Thank you for your attention

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