Telesales Services

Who we are
2000+ 55 MILLION
AGENT CALLS PROCESSED PER YEAR

1000+ 200,000
SEATS CUSTOMERS ARE SERVED
2022 OUR CUSTOMER SERVICE MODELS

Outsourcing Customer Service

1

Insourcing Service
2

Contact Center Solution for Rent

3

Buy Solution
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Outsourcing Customer service model

Full outsourcing service Partial outsourcing service (1)

1. Human: Agent; Teamlead; QA; Handling;
1. Human: Agent; Teamlead; QA;Training
Training
2. Operation: 2. Operation:
 Contact Center Solution  Working space
 Working space  Facilities: PC, IP Phone, Headset, Table, Chair,
 Facilities: PC, IP Phone, Headset, Table, Chair, and and other facilities
other facilities
 Office supplies
 Office supplies
 Recruitment  Recruitment
 C&B  C&B
Partial outsourcing service (2) Infrastructure & System for rent
1. Human: Payroll  Contact Center Solution
2. Operation:  Working space
 Contact Center Solution  Facilities: PC, IP Phone, Headset, Table, Chair,
 Working space and other facilities
 Facilities: PC, IP Phone, Headset, Table, Chair,  Office supplies
and other facilities
 Office supplies
 Admin

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MP Human resource

 MP Telecom is an outsourcing provider for all three big Telecom company in Vietnam: Mobifone, Vinaphone, Viettel
 MP Telecom is the leading solution provider for the largest Banking, Insurance and Financial Organizations in Vietnam:
BIDV, Bao Viet Insurance, PTI, PVI, SSI, EasyCredit, MB, SHB, OCB, TPBank…
TRADES & FIELDS

MEDICAL
GOVERNMENT

E-COMMERCE MEDIA

LOGISTIC
INSURANCE

FINANCE/BANK CONSUMPTION

TELECOMMUNICATIONS OTHER FIELDS

OUR CUSTOMERSa

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Achievement

ỦY QUYỀN PHÂN CHỨNG CHỈ QUYỀN TÁC GIẢ GIẢI

GIẤY PHÉP CHO THUÊ
PHỐI GIẢI PHÁP PHÁP MPCC, MPCRM
LAO ĐỘNG
CIC
 CERTIFICATE OF CERTIFICATE OF
COPYRIGHT FOR MPCC COPYRIGHT FOR MPCRM
SOLUTIONS SOLUTIONS
AWARD FOR THE VIETNAM AWARD FOR VIETNAM’S 40
FAMOUS TRADEMARK LEADING IT COMPANY 2015
WINNER PROGRAM
CUSTOMER CARE SERVICE DEPT
CUSTOMER CARE SERVICE DEPT
TELESALE DEPT
TRAINING ROOM
TRAINING ONJOB
Telesales Services

Insourcing Telesales Services

Insourcing Telesales Services

Outsourcing Telesales Services Outsourcing Telesales Services

Telesales Services
Outsourcing TeleMKT & Telesales Services

Telesales Services

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ORGANIZATION MODEL
 RECRUITING SERVICE PROCESS

1 2 3 4 5 6 7 8 9

Implementing
confirmation,
Responding customer care
Demand Clients send
and and starting for
analysis Signing Sending offer letter to
(-) Position Negotiation Candidate guaranty
(-) Responding Agreement suitable CV Clients sellected period.
Taking order (-) Number of searching
staff time : within 24h and to Clients interview candidate. Clients shall
from Clients (-) Negotiating and 1st round (7 – 21 days from pay the
(-) Requirement conducting candidates Starting for
(-) Deadline with Clients interview according to remaining 50%
about plan and deposit recruitment order) probation right after
(-) Human
resource policy estimation period. finishing of
expense. guaranty
period.

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Recruitment & Training timeline
 MP actively increases / decreases agent based on the flow of incoming and outgoing calls

Quantity of Recruitment response time Soft skill Training

Agent (working day) response time
(working day)

<10 Min 2 days and max 6 days 1

>=10 và < 15 Min 6 days & max 10 days 1

>=15 và < 20 Min 10 days & max 15 days 1

>=20 và <25 Min 15 days & max 25 days 2

>=25 MP will send email to partner about detailed timeline 3

• Increase existing personnel in overtime shift

• Dispatched agent from other shift or from agent working day off
POLICIES FOR PERSONNEL
1. Salary policy
No Items Remark
1 Basic salary Minimum salary level regulated by Vietnamese government (2020: 4.750.000)
2 13 th month salary Minimum basic salary
3 Insurance fee & Minimum salary level regulated by Vietnamese government in 2020 and is
union fee equal to 23.5% of insurance payment salary.
(social insurance, health insurance, unemployment insurance)
4 Working day off According to minimum salary level regulated by Vietnamese government in
2020. Regulated working day off: 12 days per year
5 Incentive (KPI) Depend on the quality of the employee's work

2. MP culture

 Commitment to pay full salary and bonus without delay for employees
 Organization of team building for staffs : woman day (8/3); Mid-autum day (employee’ child); VN
woman day (20/10); The end of year (lunar year)..
 Organize emulation programs monthly and quarterly
FACILITY AND WORKING ENVIROMENT
Items
Call Center Total space
Work station's space
Training room and Equipment
Environment
Power backup
Technology uptime
Pantry room
Quality & feedback room
Briefing room
Detailed
At least 3 square meter per workstation on the production floor
At least 1,5 square meter feet per agent workstation
Availability of adequate training rooms with the minimum seating capacity of 20 agents & 1
trainer along with 1 PC on each seat, air - conditioned, acoustic proof. Training resource to
include LCD projector, white board, speakers, and dummy IP phones. One audio cassette
recorder for role play etc. The training facility should have intranet/internet facility available.
Proper air conditioning (Cold) and adequate lighting operational during
all working hours. The floor area should be acoustic proof.
Generator backup available for uninterrupted power supply
> 99%
Adequate size of with a capacity of min, desk for attendant, lockers first - aid kit etc.
Adequate size ensuring workstation for each QA with capacity of 2 seats per work station.
Sufficient space between each workstation to ensure no disturbance to QA while audit
feedback
Should be able to accommodate at least 15 agents at a time.
It should consist of 1 LCD projector, white board, student chairs
Service Operation Process

Outbound call
KPI
Inbound call
KPIs (Operation) Unit Evaluation KPI of Agent
Quality of Service (QoS) % 90.00 Ready time: 6 hour per shift (fulltime)
Service Level Rate (15s) % 90.00
Talktime: From 4.5 – 5.0 hours
Average handling time Seconds 210
Average answered 80 Average answered calls/agent/shift From 80-100 calls
Calls
calls/agent/shift Login time per agent per shift 8 hours
Quality Assurance Point 8.5/10
Miscall rate (all of miss call re-call) <=1%
Satisfaction survey Point 8.0/10
Qualification rate of calls % 99 Digital
The stability of system % 99
KPIs (Operation) Unit Evaluation
Outbound call
Quality of Service (QoS) % 90.00
KPIs (Operation) Unit Evaluation Average 1st response time Minutes 30

>=60 Quality Assurance Point 8.5/10

Contacted rate %
Argued call (AC) % >=50 BO operation

Average outbound KPIs (Operation) Unit Evaluation

Call 150
calls/agent/shift Email – responsed within 24h % 100
Support Distributor requests are 100
Quality assurance Point 8.5/10 %
supported in timeline by VSTV 24h
Qualification rate of calls % 100 Claim handling – within 24h % 95%
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ADVANTAGES

Minh Phuc has experience in successfully implementing Telesales projects on

financial products similar to Easy Credit, TP Fico, OCB, SHB (Trusting Social)

With a management team with many years of experience in the field of

Telesales on financial products (Agent 6 months – 1 year , BO: 2 years – 5
years)

Minh Phuc has available human resources to be able to meet the

deployment with a scale up to 100 Agents
Thank You!

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