“The call center should be an operations center, not just a place to listen to complaints.”

In 2004, when Viettel first entered the mobile telecommunications market, the company adopted a completely different approach to customer care — not just focusing on infrastructure or coverage, but placing customer experience at the heart of everything.

Instead of the traditional model of “receive – record – forward,” Viettel empowered call center agents to directly handle technical issues.
Agents were not only listening, but also accessing the system to fix problems on the spot — reducing processing time from several days to just a few minutes, significantly improving customer satisfaction.

The call center became a “coordination hub” tightly connecting technical operations and customer experience.
This philosophy played an important role in helping Viettel become one of the fastest-growing telecom brands in Vietnam.

Viettel Customer Service - Formerly the Viettel Customer Service Center, Viettel Customer Service now provides Contact Center Outsourcingsolutions — enabling businesses to operate their contact centers efficiently, professionally, and seamlessly across every customer interaction.

Key advantages:

• 30–40% cost savings

• 4,000+ staff operating 24/7 nationwide

• AI, Big Data, and RPA-powered operations

• Flexible scaling during peak seasons

• Customer satisfaction rate >92%

Our services include:
• Industry-specific consulting & solution design
• Inbound & outbound contact center services
• Customer care, technical support, debt collection
• Flexible models: Insource / Outsource

This is more than outsourcing —
it is a way for businesses to turn customer service into a true competitive advantage.

Contact Viettel Customer Service for consultation!