Case Study: How THIENTU BPO Built a Remote Fintech Contact Center During Vietnam’s Lockdown

In 2021, when Vietnam went into strict lockdown, a leading fintech company faced a critical challenge: how to maintain customer service without a physical office. Operations were suspended overnight, yet customer demand was surging.

The client turned to THIENTU BPO to design and launch a work-from-home (WFH) customer contact center within days—ensuring continuity, compliance, and high-quality service.

The Client Challenge: Contact Center Under Crisis

Launching a new contact center is already complex. Doing it entirely remotely during a pandemic came with unique hurdles:

• New Setup from Scratch – The fintech firm required a complete build-out: tools, processes, and people.

• Virtual Workforce Only – With offices closed, a 100% remote model was mandatory.

• Accelerated Timeline – Deployment had to be completed in days, not months.

• Zero Service Disruption – Customer service continuity was non-negotiable.

Our Three-Phase Response

Drawing from deep expertise in CX and BPO services, THIENTU BPO executed a rapid, structured deployment.

1. Building Remote Infrastructure

• Procured and configured secure remote access tools within hours.

• Deployed customer service software, cloud telephony systems, and remote collaboration tools.

• Established VPN connections and ISO-compliant data handling to ensure security.

2. Virtual Recruitment & Training

• Launched digital hiring campaigns to source qualified agents quickly.

• Designed intensive virtual onboarding programs covering:

  • Customer service tools & workflows

  • Fintech product knowledge

  • Empathy and communication standards

• Conducted remote role-play sessions to prepare agents for real customer issues.

3. Real-Time Remote Management

• Implemented live dashboards to monitor agent KPIs.

• Introduced remote QA checks and daily coaching sessions.

• Fine-tuned workflows continuously based on performance data and customer feedback.

Results: Success Under Extreme Pressure

Despite the pandemic restrictions, the project delivered outstanding results:

• Fully Operational Contact Center launched in record time.

• Exceeded KPIs, including customer satisfaction and resolution rates.

• Zero downtime—customers never experienced disruption.

• Earned client commendation for agility, precision, and reliability.

Recognition & Certifications

Our fintech deployment reflects THIENTU’s global quality standards:

Top Global Performer in Call/Chat NPS (2024) – Awarded by Samsung for delivering industry-leading customer experience.

ISO/IEC 27001:2022 Certification – Verified by InterCert, ensuring compliance in information security, data privacy, and BPO operations.

Why This Case Matters for Fintech Companies

This case study demonstrates how outsourcing customer service to an experienced BPO partner can help fintech firms:

• Maintain business continuity during crises

• Rapidly scale operations with remote workforce solutions

• Ensure compliance and data security in sensitive industries

• Deliver consistent CX performance under any conditions

Conclusion

The fintech remote deployment project highlights THIENTU BPO’s ability to turn challenges into opportunities. By combining speed, security, and scalability, we helped our client not only survive lockdown—but continue growing during uncertainty.

With global recognition and ISO-certified systems, THIENTU remains a trusted partner for future-proof customer experience operations.

📧 Contact us: info@thien.vn