Case Study: THIENTU BPO Builds a 24/7 Contact Center for Ride-Hailing & Food Delivery in Vietnam

The digital services industry in Vietnam—spanning food delivery, ride-hailing, and e-payments—is growing rapidly. With users demanding round-the-clock customer support, one leading platform partnered with THIENTU BPO to build a fully operational contact center from scratch.

The goal: Hire, train, and deploy a full customer support workforce within 49 days to ensure uninterrupted service and user satisfaction.

The Scope of the Project

The client required end-to-end recruitment and onboarding for all customer-facing roles:

This project wasn’t just about staffing numbers. It required a fully trained, certified, and compliant workforce aligned with the client’s service-level agreements.

Recruitment Challenges

Recruiting at scale within 49 days came with unique hurdles:

• Strict Compliance – Background checks, credit history, and employment verification required.

• Multi-Level Interviews – Key roles (Team Leads, QA, Analysts, Trainers, Operations Manager) had to pass client-led interviews.

• Certification-Ready Staff – All hires had to complete training and pass final assessments before deployment.

• Tight Timeline – High-volume hiring with zero compromise on quality or compliance.

In a competitive talent market, this was a high-stakes recruitment mission.

THIENTU’s Three-Phase Approach

Phase 1: Defining Roles & Talent Sourcing (Week 1)

• Developed detailed job descriptions for each role.

• Aligned requirements with client expectations.

• Began large-scale sourcing using multiple recruitment channels.

Phase 2: Selection & Hiring (Weeks 2–3)

• Conducted structured screenings and assessments.

• Coordinated interviews seamlessly between candidates and client teams.

• Managed offers, background checks, and onboarding paperwork.

Phase 3: Training & Certification (Week 4)

• Cultural onboarding: introduced THIENTU values and workplace expectations.

• Production training: delivered directly by the client, covering:

  • Systems and tools

  • Customer workflows

  • Service scenarios for food delivery & ride-hailing apps

• Final certification assessment before go-live.

Results Achieved

Despite strict timelines, the project delivered impressive outcomes:

Faster Recruitment Cycles

• Batch 1: 30+ hires in 14 days (87% fulfillment rate)

• Batch 2: 40+ hires in 21 days (85% fulfillment rate)

• Batch 3: 15 hires in 14 days (100% completion)

Over 90% On-Time Fulfillment

Across all phases, THIENTU maintained a 90%+ recruitment deadline success rate.

Optimized Workforce Allocation

Accurate forecasting ensured the right number of agents with the right skills.

High-Quality Talent

Careful screening and cultural fit evaluation led to lower attrition and better performance.

Accelerated Ramp-Up

Structured training allowed agents to be customer-ready from day one.

Scalable Hiring Model

The recruitment framework is now repeatable for future expansions.

Key Takeaways for Businesses

This project shows how BPO recruitment and contact center expertise can drive results for fast-growing industries:

• Scale customer service teams quickly

• Ensure compliance and quality in recruitment

• Reduce risk with structured onboarding and training

• Build a future-ready talent pipeline for ongoing growth

Conclusion

In just 49 days, THIENTU BPO successfully built a fully compliant, high-performing contact center for a leading ride-hailing and food delivery platform in Vietnam.

By combining speed, structure, and cultural alignment, THIENTU delivered a workforce model that ensures 24/7 customer support for millions of users.

📧 Contact us: info@thien.vn