#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%

Lessons:

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