Case Study: Telecom Contact Center Transition Delivered by THIENTU BPO in Just 5 Weeks

A leading telecommunications provider in Vietnam turned to THIENTU BPO to manage a rapid transition of its customer contact center from a previous outsourcing vendor. The objective: complete a full handover in just five weeks, without disrupting service, while elevating both customer experience (CX) and operational efficiency.

The Challenge: High Stakes, Short Deadline

The telecom industry relies on uninterrupted customer support. Any downtime during transition would have risked customer loyalty and brand reputation. Key challenges included:

• Completing the handover within 5 weeks

• Preserving data accuracy and compliance

• Training and onboarding a new team to meet SLA targets

• Ensuring a smooth customer experience throughout

Our Transition Framework

Leveraging extensive BPO transition expertise, THIENTU BPO executed a phased approach to minimize risk and ensure success:

1. Transition Kickoff (Week 1)

• Formed a dedicated transition team with clear governance roles.

• Conducted an in-depth assessment of systems, workflows, and customer journey pain points.

2. Knowledge Capture (Weeks 1–2)

• Organized structured knowledge-sharing sessions with the outgoing vendor.

• Documented best practices and operational standards to ensure continuity.

3. Infrastructure Setup & Training (Weeks 1–3)

• Configured all systems and conducted rigorous testing.

• Migrated 100% of customer data securely and accurately.

• Delivered intensive training on telecom tools, workflows, and communication standards.

4. Parallel Operations (Week 4)

• Ran dual operations with the incumbent vendor.

• Gradually scaled workload to THIENTU while reducing the incumbent’s volume—mitigating risks and maintaining customer service.

5. Go-Live & Stabilization (Week 5 onward)

• Assumed full operational control of the contact center.

• Implemented post-transition monitoring, rapid issue resolution protocols, and continuous performance reviews.

Results: Performance Beyond Continuity

Within three months of full takeover, THIENTU BPO delivered measurable improvements:

• Customer Satisfaction (CSAT): 98% – a seamless experience for telecom customers.

• Operational Efficiency – Reduced Average Handling Time (AHT) by 15%.

• Service Quality – Increased First Call Resolution (FCR) by 20%, ensuring faster, more effective query handling.

Why This Case Matters

This case illustrates how strategic planning and structured execution can turn a high-risk transition into a value-adding success story.

For telecom companies and other enterprises, it demonstrates that outsourcing transitions don’t just maintain continuity—they can improve performance when managed by an experienced partner like THIENTU BPO.

Conclusion

The 5-week telecom transition project highlights THIENTU BPO’s expertise in complex BPO migrations. By combining meticulous preparation, agile execution, and continuous optimization, we ensured not just business continuity—but also better customer service outcomes.

📧 Contact us: info@thien.vn