VietinBank won the award 'Creative and innovative customer service center' 2024

VietinBank received the “Creative and Innovative Customer Service Center” award for the second consecutive time from Global Banking & Finance Review magazine, recognizing breakthrough innovations in customer care activities.

This award is also a testament to the creative and innovative efforts of VietinBank in general and VietinBank Contact Center in particular, affirming VietinBank's strategic steps for safe and effective development and promoting digital transformation. Promoting digitalization in customer care Promoting digitalization for customer care is identified by VietinBank as a key task and leading development strategy of VietinBank Customer Service Center (VietinBank Contact Center). This bank aims to meet the increasing needs of customers and create different and outstanding service experiences, in order to create competitive advantages and honor the values ​​and brands of VietinBank. To increase service capacity and enhance customer experience when contacting VietinBank Contact Center, VietinBank has simultaneously implemented many initiatives, such as: Upgrading the unified multi-channel switchboard system with many superior features, actively supporting customer care via the switchboard; Optimize customer experience by increasing the automation rate in customer support activities via the call center; Apply technology to improve service quality by upgrading the Information Portal to become an effective tool in receiving and listening to customer opinions.

In addition, the VietinBank Contact Center system also implements service flow according to customer segments, builds separate numbers for priority customers and corporate customers; Deploys Voice Brandname service, bringing peace of mind and trust to customers when receiving calls from VietinBank Contact Center; Centralizes complaint management with a unified handling process, increases customer satisfaction, effectively contributes to the improvement and enhancement of VietinBank service quality; Deploys facilities in localities to expand the scale of operations, serve customers according to regional characteristics and culture, thereby contributing to creating unique marks, imbued with VietinBank culture. With continuous efforts in innovation activities, applying digital technology to customer care, in just the first 6 months of 2024, the service capacity of VietinBank Contact Center increased strongly, up 148.2% over the same period last year; The first call resolution rate (FCR) and customer satisfaction with service quality (SCAT) are high and far exceed the international Benchmark standards in the banking and finance sector. Application of high technology and artificial intelligence Not stopping at the achieved results, VietinBank has been constantly striving with the goal of continuing to apply advanced technology, artificial intelligence AI to customer care in the coming time. Specifically, the technologies: Voice Biometrics: Voice biometric technology helps automatically identify customers, can be applied to customer identification, authenticate transactions via voice, thereby increasing customer experience. Call Bot: Virtual assistant bot automatically serves customers by voice through programmed scripts, reducing the workload performed by humans, increasing customer service capacity. Chatbot AI: Applying the most advanced artificial intelligence AI to serve customers via Chatbot. AI will help Chatbot understand and answer customer questions naturally and accurately, helping to automate repetitive tasks, thereby increasing customer experience. Virtual QC: Applying natural language processing technology, converting speech to text on an artificial intelligence platform to monitor service quality at VietinBank Contact Center touch points, so that customers can experience the most perfect customer care service. Source: https://vietnamnet.vn/vietinbank-dat-giai-thuong-trung-tam-dich-vu-khach-hang-sang-tao-doi-moi-2024-2310481.html