Viettel Customer Service and Large-Scale Contact Center Operational Capabilities

For more than 22 years, Viettel Customer Service (VCX) has built its capabilities in delivering and operating customer service contact center services for organizations both within and outside the Viettel ecosystem. Starting with traditional customer service operations, VCX has gradually evolved into a modern Contact Center model that integrates people, processes, and technology.

With the capacity to serve approximately 120 million customers across 10 countries and territories, a workforce of more than 4,000 employees, and an nationwide operational network, Viettel Customer Service has established a strong foundation for delivering large-scale Contact Center Outsourcing (CCO) services, operating continuously 24/7, and supporting diverse business models.

22 Years of Contact Center Services for Viettel and External Clients

Viettel Customer Service's Contact Center capabilities date back to 2004 and have continuously expanded through multiple stages of development.

From its initial customer inquiry and support operations, the organization has progressively developed capabilities in Call Center services, Telesales, after-sales support, omnichannel customer care, and Contact Center operations across multiple markets. In 2025, the organization transitioned to Viettel Customer Service, with a strategic focus on evolving from Customer Service to Customer Experience.

More than two decades of operational experience have enabled VCX to build not only expertise in handling customer interactions but also comprehensive capabilities in management, workforce training, quality assurance, and technology to support large-scale Contact Centers.

National and Southeast Asian Operational Capabilities

One of the key foundations of CCO services is the ability to handle high interaction volumes, maintain consistent service quality, and scale rapidly as customer demand increases.

Large-Scale Operational Capacity

Viettel Customer Service has experience serving approximately 120 million customers across 10 countries and territories, providing a strong operational foundation across diverse environments, markets, and customer segments.

Its systems can handle approximately one million calls per day while managing large volumes of interactions across multiple channels. This capability is particularly important for businesses with extensive customer bases or recurring peak-demand periods.

VCX operates 24/7 and can flexibly allocate resources during traffic surges, large-scale campaigns, or periods of sudden increases in customer support demand.

In terms of workforce and infrastructure, Viettel Customer Service has more than 4,000 employees nationwide, a presence in 34 provinces and cities, and three operational centers located in Northern, Central, and Southern Vietnam. This model enables VCX to allocate resources flexibly, maintain business continuity, and scale operations according to actual demand.

More importantly, a Contact Center should not be evaluated solely by the number of calls handled. Operational effectiveness must be linked to business objectives, including customer accessibility, handling time, request resolution rates, customer satisfaction, and the effectiveness of customer care and sales campaigns.

This is also VCX's approach to Contact Center development: creating a direct impact on business performance rather than simply providing contact center staffing resources.

Technology Capabilities for Modern Contact Centers

As interaction volumes continue to grow and customers engage through multiple channels, modern Contact Centers require technology infrastructure capable of connecting data, monitoring operations, and automating business processes.

Viettel Customer Service is developing an integrated technology ecosystem to support the entire customer service operational lifecycle.

At its core is an omnichannel customer service platform that enables businesses to manage interactions across voice, email, websites, applications, and messaging platforms within a unified system. Centralized data gives agents greater context when handling customer requests and provides businesses with a more comprehensive view of the customer interaction journey.

Real-time dashboards and reporting tools enable managers to monitor interaction volumes, service quality, workforce performance, and key operational metrics, allowing them to make timely resource adjustments.

In addition, VCX is accelerating the adoption of AI, Generative AI, and Automation across multiple operational areas, including Callbots, Chatbots, knowledge retrieval assistance, call analytics, quality assurance, task automation, and customer interaction data analytics.

Rather than completely replacing human agents, these technologies help reduce repetitive workloads, enable agents to resolve requests more efficiently, and improve Contact Center operational effectiveness as interaction volumes grow.

Standardized Management and Operational Excellence

A large-scale Contact Center requires a clearly defined system of performance metrics and processes to ensure that service quality does not depend solely on individual employees.

During operations, Viettel Customer Service monitors and evaluates Service Level Agreements (SLAs), Key Performance Indicators (KPIs), call quality, workforce productivity, and other metrics tailored to each project's specific requirements.

Processes covering request intake, case handling, escalation, quality assurance, and reporting are designed to be standardized while remaining adaptable to individual business requirements.

Alongside process management, VCX places strong emphasis on workforce training and development. Contact Center agents receive training in operational procedures, customer interaction skills, products, and services. Their performance is regularly assessed to maintain consistent service quality.

The organization's Contact Center capabilities have also received recognition through international customer experience awards and programs, including achievements at the International Customer Experience Awards (ICXA), the Stevie Awards, and advancement through evaluation rounds of Customer Experience awards programs.

These achievements reflect VCX's ongoing efforts to standardize Contact Center operations against criteria covering management, technology, and customer experience quality.

End-to-End Contact Center Outsourcing Capabilities

While some market models focus on providing contact center personnel or standalone software platforms, Viettel Customer Service develops its CCO services around an integrated, end-to-end approach.

Businesses can engage VCX for individual stages of the Contact Center lifecycle or adopt a comprehensive solution spanning initial design through long-term operations.

The implementation process may include:

• Consulting and Model Design: Assessing business needs, interaction volumes, and operational requirements to design a suitable Contact Center model.

• Workforce and System Deployment: Organizing teams, establishing processes, and setting up the infrastructure and technology platforms required for operations.

• Operations: Receiving and handling customer interactions in accordance with agreed SLAs, KPIs, and business requirements.

• Optimization and Scaling: Analyzing operational data, refining processes, applying automation, and expanding capacity as demand grows.

This model enables businesses to avoid building each component separately and instead leverage an integrated system that brings together people, processes, technology, and management.

Experience Across Multiple Industries

Viettel Customer Service's Contact Center Outsourcing capabilities have evolved from operating customer service centers for Viettel's telecommunications network, which involves a large customer base, high interaction volumes, and continuous 24/7 service requirements.

Building on this foundation, VCX has progressively expanded its services to clients outside the Viettel ecosystem across a range of industries, including telecommunications, public administration, logistics, digital technology, and cybersecurity.

For each industry, the Contact Center model is designed and adapted to specific customer behaviors, interaction volumes, business processes, and service quality requirements. This enables VCX to flexibly support everything from basic customer service operations to large-scale, omnichannel Contact Centers operating 24/7.

From Contact Center Outsourcing to Customer Experience Management

Today, businesses are no longer asking only, "How many contact center agents do we have?" The question has evolved into a broader challenge: how can every customer interaction be managed, measured, and continuously improved?

Accordingly, Viettel Customer Service's strategic direction extends beyond providing Contact Center resources to encompass the broader evolution from Customer Service to Customer Experience.

In addition to CCO, its service ecosystem includes Business Process Outsourcing (BPO), Loyalty, Upselling, Customer Experience consulting, warranty and repair services, and document editing and digitization.

The combination of more than 22 years of operational experience, a workforce of over 4,000 employees, large-scale deployment capabilities, and an AI-enabled solutions ecosystem provides a strong foundation for Viettel Customer Service to deliver comprehensive CCO services spanning people, processes, and technology.

For businesses seeking a partner to build, operate, or upgrade their customer service centers, Viettel Customer Service's Contact Center Outsourcing solutions can support requirements ranging from specialized customer service operations to end-to-end Contact Center models, while establishing a foundation for continuous, long-term improvements in customer experience.