With a large team of about 500 employees, managing Telesales Department at Home Credit is always a challenging-but-exciting work for Ms. Nhu Phan, Head of Telesales at Home Credit Vietnam.
Let's explore how she applies the DEI (Diversity - Equity - Inclusion) model in leading her team.
💬 Hello Ms. Nhu. Could you introduce the Telesales Team, and the challenges when managing such a large team?
♦ The Telesales Team consists of 500 individuals with differences in scope of work, backgrounds, personalities, status, etc. To work together as a team towards a common goal, there are three major challenges we must overcome.
Firstly, two-way communication is essential. As managers, we play the role of bridges between high-level leaders and employees. We need to turn macro-objectives into specific action plans and communicate them clearly to employees. We then receive feedback to select and adjust the plan accordingly. In this way, everyone becomes part of the project, contributing to the success and staying long-term with their work and colleagues.
Secondly, team engagement is crucial. It is not just about going to work and coming back home. The Telesales Team's slogan is "Every day going to work is a happiness". Besides company-wide activities organized by the HR Division, Telesales also regularly holds various sharing sessions on work, life, books, and more. Connecting can bring joy to employees. Then our happy employees can naturally create a positive, cheerful atmosphere when they communicate with our customers, enhancing their ability to increase sales opportunities.
Finally, it's essential to maintain long-term employee retention. The average turnover rate in the market is 20-30%. However, at Home Credit, we aim to reach the number 4%. Telesales members are not alone, as they are supported by such dedicated teams: The Training Team provides them with knowledge and skills, and the Quality Control Team accompanies and provides specific guidance when practicing. Being well-equipped to increase their capabilities, employees become confident in their work, achieve good results, earn more bonuses, and see a bright career path. They will stay with Home Credit.
💬 Please talk about the stories that you remember the most when working at Home Credit Vietnam.
♦ First is the story of an excellent employee of mine - Linh. She once received the Tiger Awards from CEO Annica with a performance of 200% of the target and innovation in customer care mindset. Linh used to be a kindergarten teacher. Her approach is to treat customers like her students: Being gentle with love, care, and emotional connections before introducing any product. This approach has inspired many other Telesales members. This is also how Telesales learns from the differences and leverages its strengths.
Next is the story of the Universal sales model - selling multiple products in the same call. Previously, in one call, an employee would introduce either cash or credit cards. But now it's both. At first, everyone was afraid of the change. However, when they all shared, and we understood everyone's concerns, we provided them with what they needed. The whole team started testing and trying. We truly felt that we were a team with a common goal. Eventually, the Universal team achieved 1047 cards that month, exceeding the target of 1000 cards, previously called the "crazy plan" by our leader. The whole Telesales team, the Chief Customer Officer, the CEO, and the Home Credit Group recognized this achievement. At that moment, I was overwhelmed with joy. I am very proud of my Telesales team.
💬 What do you think of the role of leaders in building a good working environment for employees?
♦ The important thing is to open your heart and listen. I often go around talking to everyone. I want to hear not only the perspective of lower-level managers but also the perspective of team members who directly operate the work. Sometimes there are "ugly truths" that need to be heard. Even though I might not want to hear, I still did. Then I can slow down, consider carefully, and adjust. That way I can be more enlightened when making a decision. I will continue to learn every day because I know that I need to improve a lot.