Viettel launches new member unit, entering a market of nearly 650 billion USD

On March 27 in Hanoi, the Military Industry-Telecoms Group ( Viettel ) launched Viettel Customer Service One Member Limited Liability Company, entering the customer service market with an expected scale of nearly 650 billion USD by 2030, predicted to be a key economic sector in the future.

Viettel Customer Service is a customer service technology company, providing full-service: from consulting, design, to providing solutions, software and human resources, helping to improve customer experience with technology.

The predecessor is Viettel Customer Service Center with more than 20 years of experience, serving more than 120 million customers in Vietnam and 10 foreign markets.

The company's services have proven effective with the capacity to serve more than 1 million customers/day, creating 800 thousand orders/month. This is the largest and most effective service capacity in Vietnam today.

This capability optimizes costs and human resources for partners to meet customer service needs during peak periods, while not consuming resources to maintain infrastructure. By outsourcing customer services, organizations and businesses can save up to 40% of costs. It is expected that by 2030, 70% of organizations will turn to outsourcing to meet sudden increases or decreases in demand while still saving costs.

Mr. Do Minh Phuong – Deputy General Director of Viettel Group. (Photo: Viettel)

Speaking at the event, Mr. Do Minh Phuong - Deputy General Director of Viettel Group emphasized: "Today, Viettel launches an organization that is always ready to connect, proactively create and enhance customer experiences, launch a new business line, launch the spread of Viettel's best values ​​to its customers to other organizations, not only in Vietnam but also to other countries around the world ."

"Viettel has been doing business in 10 countries and it is time for customer service to be exported. Viettel Customer Service will standardize the operating system so that it can be applied and tailored for foreign markets, suitable for local culture but still maintaining Viettel's quality. In addition, it is necessary to build the capacity to provide outsourcing services to bring Viettel's services outside Viettel, becoming a new growth driver for the Group," said Mr. Do Minh Phuong.

Viettel Customer Service's customer services include: Consulting and implementing real-life customer experiences - Customer Experience; Contact Center Outsourcing, BPO services; Sales enhancement services - Upsell, Telesales; Brand protection services - Voice of Customer.

Solutions and software include: Unified multi-channel call center, enhancing customer experience - OmniX; Virtual AI call center agent, accelerating customer support - CXBot; InsightCI - Interactive analytics platform to understand customers more deeply, optimize better services - InsightCI ; AI brand reputation monitoring & management tool - ReputaX....

(Vietnam+)

Source: https://www.vietnamplus.vn/viettel-ra-mat-don-vi-thanh-vien-moi-buoc-vao-thi-truong-quy-mo-gan-650-ty-usd-post1023100.vnp