The Contact Center Outsourcing (CCO) service provided by Viettel Customer Service has been awarded the Silver Stevie Award – Contact Center of the Year at the Stevie Awards for Sales and Customer Service, one of the most prestigious international awards in the fields of business and customer service.
Currently, Viettel Customer Service operates the largest customer care contact center system in Vietnam, with more than 22 years of experience in customer care and customer experience management. The system serves over 120 million customers, supported by a team of more than 4,000 staff members working 24/7, across over 34 provinces and cities in Vietnam, and has expanded its services to more than 10 countries and territories.
The award recognizes the effectiveness of Viettel’s customer care contact center model in its transformation from a traditional call center into an intelligent omnichannel customer service center, where technology serves as the foundation and customer experience is at the core of operations. By applying advanced technologies such as Artificial Intelligence (AI), automation, big data analytics, and the OmniX omnichannel platform, the system enables seamless connections across multiple interaction channels and delivers personalized customer experiences at scale.
The deployment of chatbots, callbots, AI assistants supporting agents, and real-time operational monitoring systems has helped improve operational efficiency, shorten processing time, and proactively control service quality. These improvements have contributed to increasing the First Contact Resolution (FCR) rate, maintaining a high level of Customer Satisfaction (CSAT), and improving the productivity of the operations team.
Being honored at the Stevie Awards not only affirms Viettel Customer Service’s operational capabilities and technology application at international standards, but also demonstrates the effectiveness of the CCO service model in enhancing customer experience on a large scale. It also serves as a motivation for Viettel Customer Service to continue innovating, optimizing operations, and continuously improving service quality in the future.
