CEO Viettel Customer Service: “We Dream Big in the Field of Customer Service

At the launch of Viettel Customer Service, CEO Nguyen Tien Dung affirmed confidence and determination to expand internationally in the coming time.

On March 27, Viettel Customer Service was officially launched, marking the first time the Group has established a specialized unit in this field. Viettel Family had a conversation with CEO, Mr. Nguyen Tien Dung, about the role and development orientation of the unit.

- The official launch marks a transformation for Viettel Customer Service into an independent unit with a position within the Group. In your view, what is the foundation for Viettel Customer Service’s confidence to embark on its own journey and conquer new achievements?

The year 2025 marks a milestone in the maturity of customer service within the Viettel Group. After more than 20 years of formation and development, serving over 120 million customers, we have accumulated sufficient capabilities in experience, expertise, technology, and human resources for Viettel Customer Service to operate independently with the highest level of confidence.

The market context is also shifting strongly. Customer experience is no longer a supporting factor but has become a core competitive element. Having a professional unit like Viettel Customer Service will help Viettel improve service quality, deliver better experiences, create more value for customers, and elevate its position in the market. Viettel Customer Service was not born solely to meet Viettel’s internal needs but also aims at broader markets, leveraging its existing advantages.

I always keep in mind that every achievement begins with dreams, and every journey begins with the first steps. Why shouldn’t we dare to dream bigger? Take telecommunications, for example: when Viettel entered international markets in 2006, the Group’s leadership at that time had the right strategic vision, enabling Viettel today to be present in more than 10 countries.

Just as Viettel has expanded globally in telecommunications, Vietnam’s customer service industry can absolutely go further. Based on market opportunities, development potential, and internal strengths, the Group’s Board of Directors has established appropriate strategies to elevate its fields of operation, including Viettel Customer Service.

- Could you analyze the factors that create this confidence?

Regarding subjective factors, first and foremost is Viettel’s history and culture. From the very beginning of its business operations, Viettel has built the philosophy that “Each customer is a unique individual” who needs to be cared for, understood, and served appropriately. This philosophy stems from the commitment that “Viettel always considers customers as the center and the decisive factor for all changes within the organization.”

Second is operational experience and capability. With over 20 years of serving hundreds of millions of customers, Viettel Customer Service has developed an optimized operating system that harmoniously integrates people, processes, and technology.

Third is technology. Technologies such as AI, Big Data, and automation are fundamentally changing how businesses interact with customers. Viettel Customer Service and Viettel’s member units have strongly applied these technologies, creating competitive advantages and enhancing customer experience.

Finally, there is the strength of the Viettel ecosystem. Viettel Customer Service inherits value from the brand, core technologies, a large customer base, and a workforce operating nationwide and internationally.

As for objective factors, market trends show that businesses increasingly value customer experience. Vietnam’s market remains fragmented and lacks a clear leading player. This presents an opportunity for Viettel Customer Service to pioneer.

Moreover, in the context of global competition, high-quality customer service at reasonable cost is a significant advantage. Viettel Customer Service has the potential to serve not only the domestic market but also expand internationally.

- The establishment of Viettel Customer Service means Viettel now has a specialized unit in customer service. What does the Group expect from the company in elevating customer care activities?

Within Viettel’s ecosystem, there are many corporations, companies, and a diverse range of products and services targeting both B2B and B2C customers. Establishing a specialized customer service unit will help professionalize and optimize operations across the entire Group.

From its inception, Viettel Customer Service has identified its mission and responsibility as accompanying other units to elevate service quality and improve customer experience.

We do more than just receive inquiries, provide consultation, answer questions, or handle customer feedback. Based on data and insights from the customer’s perspective, Viettel Customer Service provides consulting and recommendations to help units adjust products, services, policies, and tools appropriately. This helps them build close, sustainable, and long-term relationships with customers.

- What are the main business areas of Viettel Customer Service in the near future? Which fields are the focus?

In the coming period, Viettel Customer Service’s focus is on applying modern technology to personalize customer experiences, while providing both technology solutions and services to help businesses improve customer care quality.

In terms of solutions, Viettel Customer Service develops an integrated omni-channel customer interaction platform, allowing customers to connect through multiple channels such as call centers, email, websites, mobile applications, social networks, or OTT platforms. Businesses can identify customers and track interaction histories to serve them more effectively.

We deploy AI and Big Data-based solutions such as callbots, chatbots, customer emotion analysis, call scoring, and social listening systems. These technologies help businesses collect and process customer information accurately and promptly.

In terms of services, Viettel Customer Service provides consulting on enhancing customer experience, outsourced call center services, BPO, revenue growth services, loyal customer care, gifting solutions, reputation protection, and Voice of Customer services. 

- The 2030 goal of Viettel Customer Service is revenue of VND 2,000 billion. Is this a challenge in the context of a newly established company?

Viettel Customer Service is a newly established company operating under a fully independent accounting model. We are like a startup, so the target of VND 2,000 billion by 2030 is indeed a challenge.

However, Viettel’s tradition is to “set high goals to find breakthrough solutions.” Our target is to reach VND 1,000 billion as early as the second year (2026) and grow to VND 2,000 billion by 2030, with 51% of revenue coming from customers outside Viettel.

To realize this goal, Viettel Customer Service is implementing solution groups such as market expansion, technology leadership, building a professional CX expert team, and optimizing operations according to international standards.

- On the occasion of Viettel Customer Service’s official establishment, what message would you like to send to the Group’s leadership and employees?

I would like to express my gratitude to the Group’s leadership for always supporting and accompanying the Customer Support Center in the previous phase and Viettel Customer Service today. I sincerely thank the Chairman and the Board of Directors for their correct direction, close guidance, and timely support.

I also extend my thanks to generations of leaders and all employees who have jointly built and contributed to Viettel Customer Service as it is today. We are committed to continuing to uphold the spirit, culture, and working methods of previous generations to develop the company sustainably and achieve even greater accomplishments in the future.

At Viettel Customer Service, we believe that customer experience (CX) can only be excellent when employee experience (EX) is also excellent. Therefore, people are the most important asset and the driving force that will lead Viettel Customer Service toward major goals. Viettel Customer Service is not only a workplace but also a career development journey, where each individual is empowered, challenged, and able to go further.

Viettel Customer Service carries the spirit: “Customers are the mission – Technology is the strength – Innovation is the driving force.” We do not merely serve; we create customer experiences.

- Thank you very much for the conversation.