On the sideline of the Banking Vietnam 2008 event, Vietnam Business Forum interviewed Mr Rick Seeto, Vice Marketing President of Nortel in Asia, about important factors of the current banking sector and upcoming trends.
What factors should Vietnamese banks focus on at this point of time?
In a growing economy like Vietnam, all businesses need to focus on improving service quality. In my opinion, Vietnamese should focus on three aspects. The first one is technology. When technology is renovated, the business process can be gradually changed. The second one is the business process. When the process is improved, the enterprise can serve more groups of customers at lower costs and create beneficiary changes. The third factor is the consumer. At present, consumers expect to get more.
Nortel sees that all customers of the banking sector have the same concern: to have the best services. When they call the customer support centre, their call will be forwarded to responsible units for resolution.
What do you think about the investment tendency in the Vietnamese banking sector in the coming time?
From our experience, the battle to attract customers in other countries is getting stiffer in all industrial sectors, especially in the banking sector.
How to serve customers better is a big question and that is the reason we introduce technological solutions and customer care centres with Contact Centre. Another characteristic is that Vietnam is a geographically long country; thus, each bank branch serves a specific group of customers. How to best collect customer information is a difficulty. In my opinion, Vietnamese banks will focus on building databases of big customers.
What are the most important issues for Vietnam banks now?
The first is capacity. They need capability and have to invest in IT and scientific applications to provide better services for their customers. The second one is the management of the fast growth.
I believe that each bank has its own viewpoints on most important issues, as there are many things related to the banking sector.
So, what technological solutions will you introduce to your customers?
The development of Web 2.0 service marked a milestone in the IT industry. We develop the technological solutions for banks to link with customers from that technological platform.
For example, with our Contact Center 6.0, we use interactive voice technology and this enables service to mobile customers. We see that this product will be widely used in places of high competition among banks.
Reported by Minh Nhi
Vietnamese
