Let every single consultation call be complete
(Updated: 04/2019)
Industry
Individual and organizational credit rating
Using Gcalls since
09/2017
Location
Ho Chi Minh City
Solution
Gcalls Plus Webphone
Gcalls Plus Extension
About EBIV
Industry
Established in mid 2015 in Ho Chi Minh City, EBIV is the first technology startup in Vietnam to apply social networking platform to assess individual and organizational skills and credit. EBIV JSC is also the investor directy developing and operating the Edu2Review.com – an educational evaluation platform.
Goals
Currently, EBIV focuses on the education sector with an educational evaluation platform and course booking “Edu2Review” with the desite to connect millions of learners and high-quality training organizations. The core value of Edu2Review is to give students the source of authenticated evaluation information and incentives when booking online courses, while the training businesses can promote their brand and attract students.
Achievements
Growing up from BSSC’s start-up acceleration programs (Youth Support Center), Edu2Review has achieved many impressive figures: more than 3,500 training centers in the database, 35,000 authenticated reviews from students. In 2017 only, Edu2Review served nearly 4.2 million users and handled more than 25,000 course bookings across the system.
BUSINESS CHALLENGES
It takes time when we need to make many counseling calls
As a startup with Edu2Review credit rating platform attracting thousands of training centers and millions of learners nationwide, EBIV’s consultation department needs to make a lot of calls to advise users daily.
In the initial stage, they used mobile phones with many different numbers. This solution helped the company to deploy quickly and easily. However, with the rapid development and focusing on quality of consulting service, EBIV found this communication tool inconvenient and inefficient.
- Since each of agents has to make multiple calls, looking at the list and dialing the phone numbers did not optimize their working time. That is not to mention dialing mistakes that can occur.
- During each call, the agents have to take note quickly important information on notebooks. After finishing, they have to enter the notes on EBIV’s management system for easy follow-up later. This is quite inconvenient and time-consuming.
- The managers also have difficulty in assessing the quality because all call information is not saved automatically, fully and centralizedly.
With these difficulties, EBIV decided to choose Gcalls’ software solution among other solutions and has been accompaying together so far.
The solution
Staff performance and customer service are enhanced
With Gcalls Plus Webphone – a web-based call application, the team only needs to copy phone numbers and paste into the call box to make calls immediately, skipping number dialing. Contact lists can be easily imported to the app in just a few steps, allowing the consultants to save a lot of time with the Click-to-Call functionality. In particular, the team can call from the customer data management page of EBIV with our Gcalls Plus Extension, no need to add that list to the Gcalls application anymore. Notes can be entered into the admin page while talking on the phone.
According to EBIV, the number of calls the team can make each day increases by upto 30% – 50%.
The call recording feature is regularly used by managers. EBIV has different call scripts and trains team members according to those scenarios so that they can confidently consult and deliver the best experience to customers. Periodically, the head of the consulting department listens to some call recordings to check whether a member consults well and which new situations arise compared to the available scripts. Typical conversations, especially with situations outside the script, will be saved for training purposes.
KILLING FEATURES
Click-to-Call
Make a call with just a simple click on the phone number on CRM.
Call recording
Team leaders and managers can listen to call recordings again to assess the quality of customer care.
Statistics
Data in the statistics and call history details provide managers with an overview as well as specific picture of the customer care activities of the team.
