BIDV was the only Vietnamese bank to receive the most important contact centre award selected by CCAS. The Award required candidates to demonstrate the overall operations of an in-house Contact Centre from vision, operational strategy, and governance initiatives to enhance the efficiency of the Contact Centre in particular and the organization in general. At the same time, CCAS paid special attention to the initiatives delivered to enhance customer experience, satisfaction and the level of improvement over the year.

With the customer-centric principle, BIDV has made relentless efforts to bring the best experience to customers every day. On the 10th anniversary, the “Best In-House Contact Centre” Award makes an important imprint for BIDV Contact Centre in particular and BIDV in general, recognising BIDV’s innovations and dedication in improving service quality and customer experience.

Ms. Dao Bich Diep, Director of BIDV Contact Centre received the award from CCAS

In recent years, the BIDV Contact Centre has placed strong emphasis on quality control and training to enhance the capabilities of its agents. The organization has also implemented numerous solutions to improve the overall employee experience, ensuring that each agent is motivated to deliver high-quality service to customers. To address the challenge of resource constraints, the BIDV Contact Centre has continuously opened new support channels, enabling 24/7 customer service across a variety of platforms. This has resulted in a significant increase in the scale and reach of the organization's support and after-sales services.

In particular, based on the combination of social listening and customer data analysis on each touchpoint to discover customer journey disruptions, BIDV has carried out many proactive outbound campaigns aiming to ensure seamless experience, thereby enhancing customer engagement.

In the digital age, customers expect to receive immediate support upon any troubles. Understanding that need, BIDV Contact Centre continuously coordinates with product teams to review the process to provide the most convenient after-sales service, immediately addressing any requirements and customers' pain points as soon as they engage with the Contact Centre.

In addition to enhancing customer services, the BIDV Contact Centre also promotes research and the application of new technologies. This includes a strong focus on artificial intelligence (AI), with the implementation of automated customer care solutions using voice bots and chatbots. The organization has also automated various manual tasks through the use of robotics, as well as implemented automatic quality control measures using speech-to-text and voice emotion analysis. Furthermore, the BIDV Contact Centre has deployed automatic customer authentication via IVR (Interactive Voice Response) systems. These technological advancements are aimed at modernizing and improving the overall productivity and efficiency of the Contact Centre, with the ultimate goal of positioning BIDV as the leading financial institution in Vietnam, offering the best digital platform and customer experience.

In an effort towards a 360-degree change in the Contact Centre operations, from processes, and technology to people to meet the challenging demands of customers following international standards. The award given by CCAS has officially put BIDV among the leading banks with the best Contact Centres in Southeast Asia, affirming BIDV’s position and reputation domestically and internationally.