Standardizing Operations and Knowledge Management in Financial and Banking Customer Service

A newly updated policy, a change in product terms, or an emerging operational issue during customer consultation can directly affect service quality. For businesses in the Financial and Banking sector, customer service is not simply about responding quickly; it is also about providing accurate, consistent information and following standardized procedures.

This requires businesses to address two key aspects simultaneously: operations and knowledge management – ensuring effective people and process management while enabling employees to access the right information whenever they assist customers.

At VietCredit (Tin Viet Finance Joint Stock Company), Viettel Customer Service has implemented this integrated approach through the combination of its end-to-end Customer Contact Center Outsourcing (CCO) service and the KnowX Hub knowledge management system.

Enhancing operational efficiency with CCO: CCO provides comprehensive coordination across recruitment, training, workforce management, and customer inquiry handling. Operational workflows and interaction quality control processes are standardized, helping maintain consistent service quality even during periods of high call volumes.

Accelerating access to operational knowledge with KnowX Hub: KnowX Hub centralizes, organizes, and continuously updates knowledge within a unified system. Integrated with AI Agent Mate, the platform enables employees to quickly find relevant information during customer consultations, covering loan products, domestic credit cards, TikTok PayNow/PayLater-related services, as well as the policies and regulations required to support customers effectively.

The CCO and KnowX Hub model implemented by VCX at VietCredit demonstrates an integrated approach to customer service, combining workforce standardization, operational process optimization, and knowledge management. This model can also be flexibly applied across various industries, adapting to the specific operational characteristics and customer service requirements of each sector.

Viettel Customer Service is a subsidiary of the Viettel Group, operating in the technology and customer service sector. The company provides a comprehensive ecosystem including services (Contact Center Outsourcing, BPO, Upsale, Customer Experience, Loyalty, Document Processing and Digitization, Warranty & Repair Services) and technology solutions (OmniX, CXBot, KnowX Hub, AI-DMS, vCOC, InsightCI, WorkforceX). 

Contact Viettel Customer Service today for solutions tailored to your business!

Contact Information:

• Hotline: 1800 9397 / Email: dvkh@viettel.com.vn

• Website Viettel Customer Service / Facebook Viettel Customer Service / Zalo Viettel Customer Service 

• Address: 23rd floor, Vinacomin Building, 3rd Duong Dinh Nghe Street, Yen Hoa Ward, Hanoi.