Fame in the First World War Far EasTone Telecommunications BPO service set a new benchmark

        Far EasTone Telecommunications, as a private enterprise, has entered the business process outsourcing (BPO) market for the first time. That is to say, with its original "3A lineup" and "3 major innovations", it has defeated many competitors and original enterprises and won the "1996 Home Affairs Service Hotline" project of the Ministry of Interior. This "cover story" will show you how Far EasTone Telecommunications went online in 1996 within one and a half months and achieved an excellent performance of 98% of people's satisfaction.

        BPO business opportunities tamp the competition

                "What should I do if I lose my ID card?" The loss of my ID card is one of the common problems of the public. Many people will call the "1996 Home Affairs Service Hotline" for assistance. In fact, it is not only the loss of my ID card, but also the difficult and complex problems related to life, such as population, land, people's organizations, religion, funeral, local system, etc., which are also within the scope of consultation in 1996. The importance is no less than the 1999 Citizen's Special Line and the 1922 Epidemic Prevention Special Line, Therefore, the Ministry of the Interior is known as "the largest department in the world". In response to such complex business, the demand for business process outsourcing (BPO) came into being.

        In fact, as early as 20 years ago, foreign research institutions IDC and Gartner were optimistic about this market development trend. In recent years, the business opportunities of BPO in Taiwan's overall market have reached NTD18.5 billion, which has become a competitive place. The outsourcing of the service hotline through the business process can not only accelerate the government's informatization, but also improve the performance of convenience services. For Far EasTone Telecommunications, it is an important step to expand the business landscape.

        At present, more than 15 people in Taiwan's government agencies often dial "19 ×× Series "Convenience Hotline", Far EasTone Telecommunications has not contracted relevant services since its establishment, but the project team is still taking the initiative to fight for cooperation opportunities with the Ministry of the Interior by virtue of its excellent information integration ability and more than 25 years of deep expertise.

        3A lineup combines people, technology and process

        It is a new challenge to participate in the bidding of BPO project for the first time, from system planning, handover to operation. Far EasTone Telecommunications first carried out a comprehensive physical inspection of the "1996 Home Affairs Service Hotline", and found that the original system was old and inefficient, and the personnel and maintenance costs were too high. In order to eliminate the disadvantages, Far EasTone Telecommunications integrated three teams, namely, the enterprise and international business group, the digital transformation and technology business group, and the access and customer service management group, and proposed a "Class A solution" to build SIP PBX, Cloud CTI Customized work order system was developed to integrate the new 1996 interior service cloud system.

                Next, Far EasTone Telecommunications adopted the "A-level security architecture", designed 1996 to be mixed with the physical customer service environment to become a security anti-epidemic framework, and supported the case-like multi-tenant architecture to create multiple office strongholds. This architecture also supported the WFH remote check-in, high-security customer service system, and became the best solution for the Ministry of the Interior's customer service anti-epidemic; In addition, the project team has integrated many years of "A-level customer service experience", innovated processes and systems by building first and then dismantling, and significantly reduced the service manpower demand of the Ministry of Interior by 50%. Through the integration of cloud, telecom and outsourcing human resources, the renovation of 1996 was gradually implemented.

        Three major innovations to create comprehensive solutions

        The project team takes full advantage of the founding spirit of Far Eastern Group's "honesty, diligence, simplicity, prudence and innovation", actively communicates with the head of the agency, sincerely responds to and visits with hospitality, establishes a good cooperative relationship, and adheres to the core value of "care, integrity, agility, innovation and cooperation", and continues to innovate in the three aspects of "personnel quality management", "project construction mode" and "customer service one-stop".

        Among them, in the "personnel quality control" aspect, the project team uses Big Data analysis to gain insight from the past traffic volume, and through education, training and performance management, reduces the original 15-seat customer service to 10 seats, and the reception rate is as high as 93%, exceeding the 85% reception rate index required by the Ministry of Interior. The most difficult thing is that the human cost is reduced and the service quality is upgraded. Not only does the customer satisfaction remain above 98%, but also the people specially wrote to the Director of the Department of Home Affairs to praise the friendly and professional performance of the customer service personnel.

        In addition, unlike the general information communication technology and outsourcing human resources projects, which often take three months to one year to build, Far EasTone Telecommunications has constantly challenged itself to make the new version of the service go online smoothly in just one and a half months with the "project construction mode" of "parallel management method" and "service first and then system", and its high efficiency has won the praise of the Ministry of Interior, It also significantly improved the corporate image of Far Eastone Telecommunications and Far Eastern Group.

        In the rapidly changing information and communications industry, innovation and flexibility are the only way for enterprises to survive. The project team not only uses new solutions to inject fresh water into the hotline service, but also takes this opportunity to create new products for corporate customers in the "one-stop customer service" of telecommunications, cloud systems, AI, and service manpower, and launch its own (Home Growth) solution, serving more government agencies and corporate customers, and planting long-term competitive advantages.

        Government units at all levels compete for invitations with outstanding performance

        Far EasTone Telecommunications carried out the "3A lineup" and "three innovations" two arrows to overcome the limitations of the original system, give full play to the top customer service operation experience, technical expertise and project management ability, beat the strong enemy at the first try, win the cooperation opportunity, and won the praise for its excellent human resources, good service and high quality, The Minister of the Interior made an exception and recommended Far EasTone Telecommunications to participate in the "2022 CSEA Excellent Customer Service Award - Star of Best On-site Management". At the same time, all departments invited Far EasTone Telecommunications to assist in the implementation of the "Interior Performance Assessment" project. The high quality BPO service also made Far EasTone Telecommunications stand out in the public sector. It has been invited to cooperate with China Post and the former People's Association in 1994. Among them, the China Post Customer Service Center won the bid in September 2022 to be undertaken by Far EasTone Telecommunications, and since November of that year, the Far EasTone Telecommunications team has officially checked in. Far EasTone Telecommunications, which has successfully opened the door of BPO market, will be wonderful in 2023!

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