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Sandeep Rangineni
Data Test Engineer
Himesh Patel
Senior Team Leader
Jennifer Fourie
Digital Marketing and Content Manager

Case Studies : Nurturing Customer Relationship in the Ride-hailing Field with Combined Services

#contactcenterworld, @bhoasao, @gojekindonesia

The situation

Our client is an on-demand multi-service platform and digital payment technology group, especially with transportation solutions such as four-wheel and two-wheel ride-hailing, food delivery, shipping, and many other services. GoJek pays great attention to customer care service and the drivers. They set high requirements for service quality as well as customized solutions.

The solution

Based on GoJek's request, Bellsystem24-Hoa Sao has implemented an effective all-in-one contact center solution with 24/7/365 operations in:

  • Inbound Call Service
  • Outbound Call Service
  • Social Media Service through Contact Center operating 24/7/365.

Bellsystem24-Hoa Sao and GoJek spent time for thorough discussion in order to obtain the most sustainable and suitable operation model.

Initially, BHS started with 15 Agents working through the Contact Center system located at G’s headquarter to serve drivers’ needs. After a short while, we extended and supplemented the Support Center and Inventory, with 20 more Agents. Based on the partner’s demand, BHS continuously scaled to over 100 agents to facilitate the Food Delivery channel.

  • Inbound Call Service solution: 71 employees (Agents): Receive all calls, emails, in-apps of partner drivers, support in answering questions and handling complaints within the allowed scope, record and forward them to relevant units.
  • Outbound Call Service solution: 20 employees (Agents): divided into 3 teams:

- The CCU team specializes in supporting inquiries and complaints from customers.

- MCU team specializes in supporting information from food merchant partners.

- DCU team specializes in supporting inquiries and complaints from driver-partners.

  • Social Media Service: 7 employees (Agent): Support in answering inquiries and complaints from users through Facebook.
  • Emergency support: 5 employees (4 Agents and 1 Quality Assurance): Specializing in handling serious situations that may occur such as fighting, theft, fraud,...

To guarantee smooth, efficient, and secured operation, BHS has integrated powerful contact center technology with the following functions:

  • Auto dialing: Increase call performance without manual dialing
  • Customer, driver, restaurant information popups
  • Smart IVR: An automated interactive system that guides callers to choose from pre-programmed lists.
  • Real-time monitoring and real-time report function
  • Omni-channel communication via Phone, Email, Social Media.
  • Efficient customer relationship management

The results

After cooperation with Bellsystem24-Hoa Sao, GoJek VN ranked first with unrivaled customer service quality in South East Asia. Besides, there are other remarkable achievements with impressive growth figures:

  • Call SLA (Call Center Service Level): 99,01%
  • Email SLA (Email Service Level Agreement): 99,62%
  • In-App SLA (In-App Service Level Agreement): 99,85%
  • CSAT (Customer Satisfaction Score): 96,69%
  • QA (Quality Assurance): 96,12%


The successful partnership between Bellsystem24-Hoa Sao and GoJek results from a thorough understanding and suitable adjustment/high adaptability to carry out the fittest solution. More than that, each team focused on their main core task, which truly give a boost to the whole performance. Though the recruitment and training became more difficult when the team scaled up, Bell-HoaSao nailed it.

In a competitive area such as the ride-hailing field, raising customer experiences through omnichannel communication is a must. GoJek did soon recognize that and found out the adaptive solution at the right time.

#contactcenterworld, @bhoasao, @gojekindonesia #casestudy

About Go-Jek Indonesia:
Company LogoEstablished in 2010 as a motorcycle ride-hailing phone service, GO-JEK has evolved into an on-demand mobile platform and app, providing a wide range of services that includes transportation, logistics, mobile payments, food delivery, and many other on-demand services.” GO-JEK is a technology company with a social mission to improve the welfare and livelihoods of workers in various informal sectors in Indonesia. GO-JEK champions 3 essential values: speed, innovation, and social impact. GO-JEK drivers say that since joining us as partners, they have seen their income increase and reached more customers through our app. They also have access to health and accident cover, financial services and insurance, as well as affordable automatic payments and many other benefits. GO-JEK now operates in 50 cities across Indonesia
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About Bellsystem24-HoaSao:
Company LogoWe are one of the first businesses in Vietnam to provide BPO (Business Process Outsourcing) solutions and professional contact center services.
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Today's Tip of the Day - Set Customer Expectations

Read today's tip or listen to it on podcast.

Published: Wednesday, December 29, 2021

Printer Friendly Version Printer friendly version

2023 Buyers Guide Automation

1.) Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.


EVA Voice Biometrics
Powered by Auraya's patented ArmorVox engine, EVA is a voice biometric extension that provides secure and seamless identification & verification capabilities for Amazon Connect. EVA provides delightful customer experience by removing the friction of providing PINs, passwords or secret information in order to prove caller identity. EVA comes standard with active and passive modes and a simple yet powerful agent interface. This allows for personalised self-service and a more friendly and efficient experience when interacting with an agent.

Outdated security methods such as PINs, passwords and security questions have become insecure and unreliable. Forgetting passwords and security answers o...
(read more)

Call Adapt

Soundboard Software
Call Adapt is a cloud-based digital soundboard application designed for contact centers. It works with any type of call and integrates with your existing dialer system. Powered by smart audio technology, Call Adapt gives your agents the ability to converse with customers in real time using programmed keyboard shortcuts. The result is perfect pitch delivery and less time spent on repetitive tasks.


Voice to Digital Connect, Agent Guided Workflows
Cielo helps companies improve customer service experiences in the voice channel by connecting them to ai digital journeys that resolve issues.

Voice to Digital Connect works in the IVR and gives mobile customers the option to skip the wait and connect to an ai chatbot that is built to resolve specific low-touch repetitive issues.

Guided workflows automate the many steps agents need to take to resolve a customer issue with AI-powered procedures, all within one agent-guided screen. It integrates directly onto the agent’s desktop with digital applications that create a hybrid voice + digital experience that reduces AHT and improves first-call resolution.

Our Applications support en...
(read more)


Cognigy is a global leader in Conversational AI Automation. Its platform, Cognigy.AI, enables enterprises to automate customer and employee communications using intelligent voice and chatbots

Consilium Software

Consilium UniCloud™
UniCloud™ is an intuitive platform that allows Enterprises to deploy and manage their Unified Communication (UC) and Contact Center (CC) services with ease and entire provisioning can be completed in seconds using this comprehensive tool supporting digital transformation. The latest release 7.0 of UniCloud™ is a multi-tenant platform that transforms the delivery, management, and integration of collaboration and contact center solutions, for both Cloud and On-Premise deployment models.
With its single-pane-of-glass views and quick provisioning tool, UniCloud™ is instrumental in reducing the time to provision an entire multi-cluster Cisco collaboration platform, including contact centers (C...
(read more)

eGain Corporation

eGain Solve
Proven, Easy, and Guided Journey to Automate Customer Engagement in a Digital+AI World


Automated Language Testing
Emmersion offers automated assessments to quickly and accurately test speaking, writing, and grammar fluency in 9 languages and counting. We help contact centers improve CSAT scores by screening for top talent and retaining top performers.

OpsTel Services

The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)

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