To strengthen the professional knowledge and skills to use the software programs of customer care specialist as well as select the Shift leader for Customer Care Division, Contact Center held the selection tests and found out 04 employees best over 3 rounds.
Attending this competition were 37 customer care specialists of Customer Care Division. All of them had got high scores of the professional customer care specialist test- round 01 held in late March, 2016. The content of Round 1 included objective tests related to the business processes of power; process to make offers on CRM program; process collaboration between Contact Center, Departments and member units of the Central Power Corporation in customer care. From the results of this round, those who achieved 60/60 took part in round 2, held in late April, 2016. The next round was about the legal documents related to business activities and judged the way the potential shift leaders handle tough situations. 11 employees with the highest score from Round 2 came into round 03 for interview, held on 12 of May. With the participation of Mr. Pham Sy Hung - Deputy General Director EVNCPC, Mr. Le Van Tuong - Deputy Director in charge of the CPCCC and the Heads of Divisions, this round found out 04 qualified candidates for Shift leader position.
Speaking in the interview, Mr. Pham Sy Hung said: "Through this test, employees have the opportunity to enhance the professional knowledge of customer care specialist, practice management skills. Shift leader position is the first step to join in the management, participate in discussions on how to executive the Center properly, propose measures for the divisions of the Center, Departments of the EVNCPC and the Power Companies in customer services activities".
This is the first time Contact Center held the selection tests to select Shift leader. This selection is not only an opportunity for the Customer Care Division staff to update promptly the latest provisions of EVN, EVNCPC to minimize errors in handling customers' requirements but also the important stage of assessment the whole process of customer care specialists' work and effort to cultivate knowledge, skills since they were recruited for Center until now.