Contact Center Outsourcing
As a leading customer service provider in Vietnam, Viettel Customer Service delivers end-to-end contact center solutions, combining professional personnel, an omnichannel platform, and standardized processes to help businesses connect seamlessly with their customers.
Commitment in every call.
Excellence at every touchpoint.
With over 22 years of leadership in customer service and a nationwide team of more than 4,000 agents, Viettel Customer Service brings deep expertise in designing, deploying, and managing customer contact center systems.
We provide a comprehensive Contact Center Outsourcing solution covering process consulting, talent provisioning, technology platform implementation, and end-to-end service operations helping businesses enhance service quality and improve operational efficiency.
A comprehensive customer support solution that ensures every inquiry is received and resolved promptly, consistently, and across all touchpoints.
Provide product/service consultation and clarify policies, and procedures.
Handle complaints, urgent requests, and service incidents.
Guide customers in using products/services and assist with initial setup.
Verify, validate, and input customer information
Enhance customer satisfaction and retention through proactive engagement and value-added support activities.
Conduct customer satisfaction surveys and collect experience insights.
Provide periodic proactive care to strengthen customer relationships.
Send reminders for maintenance, renewals, and contract extensions.
Analyze customer feedback and data to improve post-purchase experiences.
A compliant, effective outreach solution that engages customers at the right time with accurate information to maximize recovery rates.
Deliver pre-due and post-due payment reminders following approved scripts.
Advise customers on payment policies and available repayment options.
Make courtesy reminder calls to reduce overdue debt and minimize risk.
Send automated notifications via SMS, email, and chatbot
A 24/7 professional technical support team that helps customers resolve issues quickly and maintain stable, seamless service experiences.
Troubleshoot technical issues and provide remote assistance.
Support product/service setup, activation, and configuration.
Resolve complex technical cases in compliance with SLA standards.
Assist with warranty processes, returns, and advanced technical inquiries.
USE CASE
Telecommunications
Telecommunications
Optimizing Omnichannel Customer Experience
Large telecom operators must handle millions of customer requests every month, ranging from phone calls and emails to social media inquiries. This massive volume leads to slower response times and inconsistent customer experiences.
Solution:
Viettel Customer Service deployed a 24/7 omnichannel customer service center, powered by AI for automated request classification and intelligent routing to the most suitable agent. A team of professional, telecom-trained agents ensures faster and more consistent support.
Results: Response time reduced by 40%, Customer Satisfaction Score (CSAT) increased by 25%, Operating costs reduced by 20%
Bank
Bank
Optimizing Omni-Channel Customer Care & Financial Advisory
Every day, banks receive a large volume of requests related to account opening, transaction investigations, credit and savings product consultation, identity verification, and more across multiple channels such as hotlines, emails, digital banking applications, and social media platforms.
The combination of high volume and complex processes leads to longer handling times, a higher risk of errors, and an inconsistent customer experience.
Solution:
Viettel Customer Service implements a unified customer service center that enables banks to manage and respond to customer requests 24/7.
The AI-powered system automatically classifies incoming requests, suggests standardized knowledge, and routes them to the most suitable specialists based on their expertise. At the same time, synchronized customer data enables more accurate and personalized consultation.
Results: Processing time reduced by 35–40%, Operational errors reduced by 25%, Customer satisfaction score (CSAT) increased by 20%
E-commerce
E-commerce
Handle Peak Sale Periods
A leading e-commerce platform faced the challenge of doubling its customer service team for the year-end sales rush.
Solution: Viettel Customer Service deployed a flexible Contact Center model, rapidly scaling up agents and integrating an AI chatbot to manage basic requests.
Results: Over 1 million inquiries were handled in a single month, operations ran seamlessly, complaint rates dropped by 35%, and customers stayed satisfied even during the peak season.
Logistics & Delivery
Logistics & Delivery
Logistics Management with 24/7 Real-Time Support
Logistics companies must manage a large volume of shipment tracking requests and delivery support inquiries. Maintaining fast response times during peak hours is a major challenge.
Solution:
Viettel Customer Service implemented a dedicated Contact Center, integrating IVR and AI-powered chatbots to automatically handle frequently asked questions such as shipment status and shipping fees. A 24/7 team of agents handles complex issues and complaints.
Results: 80% of basic inquiries handled automatically, Over 95% of requests responded to within 30 seconds, Customer satisfaction increased by 20%
Insurance
Insurance
Fast Insurance Consultation & Claim Handling
Insurance companies must provide policy consultations, clarify terms and conditions, and receive claim requests from customers. Call volumes increase significantly during premium due dates and disease outbreak periods.
Solution:
Viettel Customer Service provides a 24/7, multilingual customer support center, applying technology to automatically receive and classify insurance claims, and route them to the appropriate departments for processing.
Results: Claim processing time reduced by 35%, Customer satisfaction with customer service exceeded 92%, Policy renewal rate increased by 15%
Reduce operating costs
Connection rate
Customer satisfaction
Công nghệ hiện đại
AI, Big Data & Robotics
Flexible scale
Adjust agents & channels as needed
End-to-end Customer service
Businesses can dedicate their full resources to core operations.
Multilingual, 24/7 support
Operate seamlessly at all times including weekends and holidays.
What our clients say
The Viettel Customer Service team exemplifies the standards of modern customer care through their professionalism and service quality. We highly value their dedication, proactive support, and unwavering focus on prioritizing customers’ interests.
Viettel Media
Viettel Customer Service demonstrates outstanding performance and a high level of professionalism. We have full confidence in the quality of their services and are ready to recommend Viettel Customer Service to other markets.
Halotel - Tazania
Viettel Customer Service consistently delivers fast response times. Going forward, both sides will continue to work closely and enhance coordination to maintain efficiency, especially during peak periods.
Tendoo
We have chosen to use Viettel Customer Service’s customer experience consulting and customer care services. We look forward to continuing our collaboration in the time ahead to implement more in-depth initiatives.
Vietnam National Children's Hospital
We highly value the current services provided by Viettel Customer Service. Moving forward, both parties will continue to work more closely together to further enhance the effectiveness of our collaboration.
Unitel - Laos
Viettel Customer Service consistently delivers services in full compliance with our requirements, fulfills all agreed-upon commitments, and meets the expected scope of work.
Epass - VDTC
Explore our service easily with this list of frequently asked questions
Viettel Customer Service stands out by delivering comprehensive, end-to-end contact center services that seamlessly integrate people, processes, and technology into a unified service model.
With 22 years of industry experience, Viettel Customer Service combines a large, well-trained workforce, a robust technology ecosystem, and standardized operational frameworks to ensure consistent, high-quality customer experiences across all channels.
This holistic approach enables businesses to enhance service efficiency, scale operations smoothly, and maintain strong, lasting relationships with their customers.
The outsourcing cost is determined flexibly based on the partnership model and the specific operational needs of each business.
Factors such as service scope, volume of interactions, required skill levels, operating hours, and technology components are carefully assessed to deliver an optimized, cost-efficient solution.
This tailored pricing model ensures that businesses only pay for what they truly need, while still receiving high-quality customer service tailored to their growth objectives.
Viettel ensures excellence by providing agents with customized training programs designed specifically for each client’s products, services, processes, and brand identity.
Training includes:
In-depth product knowledge
Standard operating procedures and workflows
Brand tone, communication style, and customer expectations
Scenario-based practice to handle real customer situations
This tailored onboarding process enables agents to deliver professional, accurate, and brand-consistent customer experiences, maintaining service quality from day one.
Accompanying you to improve customer experience
Beyond being a pioneer in customer experience, we connect with our customers through innovative technology and heartfelt understanding
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