During the five-day National Day holiday, Viettel Customer Service continued to maintain customer service operations without interruption. Customer service agents remained on duty across support channels, ready to receive and handle customer requests.
From frontline staff to contact center systems, technology platforms, and online support channels, operations continued throughout the holiday to ensure uninterrupted service whenever customers needed assistance.
Proactively Preparing for Continuous Operations
To ensure stable and uninterrupted operations throughout the holiday, Viettel Customer Service proactively developed an operating plan in advance, focusing on three key factors: People, Systems, and Processes.
People
Staff were scheduled across all customer support channels to ensure sufficient resources were available to receive and handle customer requests throughout the holiday.
Systems
The platforms and solutions operated by Viettel Customer Service were maintained continuously and stably, ensuring that customer support systems remained ready for service with no incidents reported.
Processes
Operating plans and response scenarios were prepared in advance. When issues arose, relevant teams coordinated quickly to resolve them thoroughly, minimizing service disruption time.
Maintaining a Seamless Customer Experience Across Every Channel
All operational plans were designed to maintain a stable and seamless customer experience across support channels.
With its 24/7 operating model, Viettel Customer Service remains ready to receive and handle customer requests through its contact center system and online support channels, including during public holidays.
The service operation is coordinated across people, technology platforms, and processes, ensuring continuous service availability and timely responses to customer needs.
For Viettel Customer Service, maintaining operations during public holidays is not only about keeping systems running smoothly, but also about ensuring a consistent customer experience at every moment, regardless of time or circumstances.
