Customer Contact Center Services in Vietnam | THIENTU BPO Solutions

Recent Salesforce research reveals that 88% of customers consider a company's customer experience as important as its products or services. Yet many organizations struggle to manage high volumes of inquiries across multiple communication channels—phone, email, social media, live chat—while maintaining consistent quality. Poor customer interactions don't just frustrate customers; they directly impact sales, profitability, and brand reputation.

At THIENTU BPO, we specialize in delivering enterprise-grade customer contact center services that solve these exact challenges. With over 24 years of proven experience managing contact center operations for global brands like Samsung and Shopee, we help companies meet customers where they are—across every channel—while reducing operational costs by 30-70% compared to Western hiring markets.

Whether you need inbound customer support, outbound telesales campaigns, or a fully integrated omnichannel contact center, our Vietnam-based operations combine world-class service quality with the cost efficiency and speed your business demands.

What Are Customer Contact Center Services?

Customer contact center services encompass the full spectrum of customer communication management across multiple channels. A modern contact center functions as a centralized hub where businesses manage customer interactions through phone calls, email, live chat, social media, SMS, video chat, and self-service portals.

Unlike traditional call centers that focused exclusively on phone-based communication, today's contact centers integrate advanced technologies—including CRM systems, artificial intelligence, automated routing, and analytics platforms—to deliver seamless, personalized customer experiences across every touchpoint.

We operate customer contact centers that handle everything from technical support inquiries to sales conversions, appointment setting to complaint resolution. Our ISO/IEC 27001:2022-certified infrastructure ensures secure data handling, while our THIENTU Cloud omnichannel platform enables consistent service quality whether customers reach out via phone, chat, email, or social media.

Contact Center vs. Call Center: Understanding the Difference

Many companies still use these terms interchangeably, but the distinction matters for your business strategy.

Traditional Call Centers were designed around a single communication channel: the telephone. Call center agents handled high volumes of inbound and outbound calls using basic routing systems and IVR technology. While effective for their time, call centers offered limited flexibility and couldn't adapt to customers' evolving communication preferences.

Modern Contact Centers evolved to meet today's omnichannel customer expectations. They integrate multiple communication channels—phone, email, social media, live chat, SMS, video, and more—into a unified platform. This allows customers to start a conversation on one channel and continue it on another without repeating information or losing context.

Key Differences That Impact Your Business

Communication Channels We operate contact centers that support 10+ communication channels simultaneously. While traditional call centers manage only voice calls, our contact center agents seamlessly handle phone conversations, email inquiries, social media messages, live chat sessions, and SMS interactions—all from a single integrated platform. This omnichannel approach increases customer satisfaction by meeting people where they prefer to communicate.

Technology Integration Our contact center infrastructure integrates with leading CRM systems, Contact Center as a Service (CCaaS) platforms, and business intelligence tools. This creates a comprehensive view of each customer interaction, enabling personalized service and data-driven insights. Traditional call centers typically lack these advanced integration capabilities.

Automation and AI Capabilities We leverage artificial intelligence throughout our contact center operations—from AI-powered chatbots that handle routine inquiries 24/7 to intelligent routing systems that connect customers with the most qualified agent based on skills, language, and issue complexity. Our automation capabilities reduce average wait times by 40-60% compared to traditional call center models.

Customer Experience Quality Contact centers deliver superior customer experiences through personalization and channel consistency. Our agents access complete customer histories across all touchpoints, enabling contextual conversations that feel natural rather than scripted. This cohesive approach drives higher customer satisfaction scores and stronger brand loyalty than single-channel call centers can achieve.

Self-Service Options Beyond traditional IVR systems, our contact centers offer comprehensive self-service capabilities including knowledge bases, AI-powered virtual assistants, and web portals that empower customers to resolve common issues independently. This reduces call volume for routine inquiries while ensuring human agents remain available for complex support needs.

Why Choose THIENTU BPO for Contact Center Services

We bring more than two decades of specialized expertise to every contact center operation we manage. Here's what sets our approach apart:

1. Proven Track Record with Global Brands

Our contact center services earned recognition as a Top Global Performer in Call/Chat NPS for Customer Contact Center from Samsung—one of the world's most demanding technology brands. This achievement reflects our commitment to service excellence across both traditional phone support and modern digital channels. We've successfully operated contact centers for major enterprises including Samsung, Shopee, and Fe Credit, handling millions of customer interactions with consistently high satisfaction scores.

2. Triple ISO-Certified Security and Compliance

Enterprise data security isn't optional—it's fundamental to contact center operations. We maintain three internationally recognized certifications that protect your customer data and ensure operational excellence:

• ISO/IEC 27001:2022 – Information Security Management
• ISO 27701:2019 – Privacy Information Management
• ISO 27001:2013 – Data Protection & Risk Compliance

These certifications demonstrate our commitment to handling sensitive customer information with enterprise-grade security protocols. Whether you operate in financial services, healthcare, e-commerce, or telecommunications, our compliant infrastructure meets the strictest regulatory requirements.

3. THIENTU Cloud Omnichannel Platform

Our proprietary THIENTU Cloud platform unifies all customer communication channels into a single, intelligent system. This omnichannel infrastructure enables seamless interactions across phone, email, live chat, social media, SMS, and video—with complete conversation history accessible to every agent regardless of channel. The result is consistent service quality and faster resolution times across every customer touchpoint.

4. Flexible Service Models: BPO and Offshore Staffing

We offer two distinct approaches to contact center services, allowing you to choose the model that best fits your business needs:

Full-Service BPO Model: We manage your entire contact center operation—from recruitment and training to daily management, quality assurance, and performance optimization. You set the KPIs; we deliver the results.

Offshore Staffing Model: You maintain direct control over your contact center team while we provide recruitment, infrastructure, HR administration, and compliance support. This hybrid approach combines the cost advantages of offshore operations with the control and culture alignment of an in-house team.

5. Rapid Deployment and Cost Efficiency

Speed matters when you're scaling customer support or entering new markets. We deploy fully operational contact center teams in 10-15 days—not months. Our streamlined recruitment process draws from a database of 30,000+ pre-screened candidates, enabling us to match you with qualified contact center agents in 7-14 working days for standard positions, or as quickly as 3-5 days for urgent requirements.

The cost advantage is equally compelling. Our Vietnam-based contact center operations deliver 30-70% cost savings compared to US or Western European hiring, and 30-50% savings compared to traditional BPO markets like India or the Philippines—all while maintaining enterprise-quality service standards.

6. 24/7 Operations Across Time Zones

Our contact centers operate around the clock, providing continuous coverage for global customer bases. Whether you need 24/7 emergency support, extended business hours, or follow-the-sun coverage across multiple markets, our Vietnam location in the GMT+7 time zone offers strategic advantages for APAC, Australian, and US West Coast operations.

Types of Contact Center Services We Provide

We tailor our contact center solutions to your specific business model, industry requirements, and customer communication preferences. Here's how we support different operational needs:

1. Inbound Contact Center Services

Inbound contact centers handle all incoming customer communications across multiple channels. Our inbound agents manage technical support inquiries, product questions, order tracking, billing support, and general customer service issues—ensuring every customer receives prompt, knowledgeable assistance.

What we deliver:

• Multi-channel support (phone, email, chat, social media, SMS)
• First-call resolution optimization
• Technical troubleshooting and product support
• Order processing and account management
• Complaint handling and escalation management
• After-hours and weekend coverage

Industries we serve: Telecommunications, e-commerce, financial services, healthcare, hospitality, SaaS and technology, insurance, retail

Our inbound contact center teams achieved 98% customer satisfaction scores for enterprise clients, with average handle times 20-30% faster than industry benchmarks through effective training and process optimization.

2. Outbound Contact Center Services

Outbound contact centers proactively reach customers through various communication channels. With over 20 years of proven experience in outbound calling campaigns, we specialize in high-volume telesales, appointment setting, lead generation, market research, and customer retention programs.

What we deliver:

• Telesales and telemarketing campaigns
• Appointment setting for B2B sales teams
• Lead qualification and nurturing
• Market research and surveys
• Customer retention and win-back campaigns
• Payment collections and account updates
• Event promotion and follow-up

Proven results: Our outbound teams consistently achieve 15-25% conversion rates for qualified lead generation campaigns and 40-60% appointment setting success rates for B2B clients.

3. Blended Contact Center Operations

Many businesses benefit from combining inbound and outbound capabilities within a unified contact center operation. Our blended model maximizes agent productivity by allowing team members to handle incoming customer inquiries during peak periods while conducting outbound campaigns during slower times.

This flexible approach optimizes workforce utilization, reduces idle time, and delivers better ROI from your contact center investment.

4. Technical Support Contact Centers

Specialized technical support requires agents with specific product knowledge and troubleshooting expertise. We recruit and train contact center teams for software support, hardware troubleshooting, IT helpdesk operations, and complex technical inquiries.

Our technical support agents receive comprehensive product training customized to your offerings, enabling them to resolve issues efficiently and escalate complex problems appropriately. We support both consumer and B2B technical support operations across technology, telecommunications, and SaaS industries.

5. Omnichannel Contact Center Solutions

True omnichannel support means customers can start a conversation on one channel and continue it on another without losing context or repeating information. Our THIENTU Cloud platform enables this seamless experience across all communication touchpoints.

Integrated channels include:

• Voice calls (inbound and outbound)
• Email support
• Live chat and web messaging
• Social media (Facebook, Twitter, Instagram, LinkedIn)
• SMS and text messaging
• WhatsApp and messaging apps
• Video chat support
• Self-service portals and knowledge bases
• Mobile app integration
• IVR and automated routing

Our omnichannel approach increases first-contact resolution rates by 25-35% compared to single-channel support models.

Key Benefits of Outsourcing Contact Center Services to THIENTU BPO

Partnering with us for contact center operations delivers measurable advantages across cost, quality, scalability, and customer satisfaction.

1. Dramatic Cost Reduction Without Quality Compromise

Our Vietnam-based contact center services deliver 30-70% cost savings compared to operating in-house teams in Western markets. This includes not just agent salaries, but also infrastructure costs, technology investments, training programs, and management overhead. We maintain enterprise-quality service standards at a fraction of the cost through operational efficiency, advanced technology, and Vietnam's competitive labor market.

2. Rapid Scaling for Seasonal Demand

Contact center volume fluctuates with product launches, seasonal peaks, promotional campaigns, and market conditions. We scale your team up or down quickly to match demand—adding 20-50 agents within 7-14 days for planned expansions, or ramping down during slower periods without the fixed costs and HR complications of permanent staff.

3. Access to Advanced Contact Center Technology

Our THIENTU Cloud platform includes enterprise-grade technologies that would require significant capital investment if deployed independently:

• Omnichannel routing and queue management
• CRM integration (Salesforce, HubSpot, Zendesk, custom systems)
• Real-time analytics and reporting dashboards
• Quality monitoring and call recording
• AI-powered chatbots and virtual assistants
• Workforce management and scheduling tools
• Predictive dialing for outbound campaigns
• Speech analytics and sentiment analysis

You gain immediate access to these capabilities without large upfront technology investments or ongoing maintenance costs.

4. Multilingual Support Capabilities

Our contact center agents provide support in English, Vietnamese, and other Asian languages based on your customer base. English proficiency is carefully screened during recruitment, and we provide ongoing language coaching to ensure clear, professional communication with international customers.

5. Enhanced Customer Satisfaction Through Consistency

Consistent service quality across all communication channels builds customer trust and loyalty. Our comprehensive training programs, quality assurance processes, and performance management systems ensure every customer interaction reflects your brand standards—whether the conversation happens via phone, email, chat, or social media.

Our contact centers maintain average customer satisfaction scores of 4.2-4.6 out of 5.0 across diverse industries, demonstrating our commitment to service excellence.

6. Data-Driven Insights for Continuous Improvement

We collect and analyze comprehensive data from every customer interaction, providing actionable insights that drive business decisions:

• Customer sentiment trends across channels
• Common inquiry types and resolution patterns
• Agent performance metrics and coaching opportunities
• Peak volume patterns for workforce planning
• Product feedback and feature requests
• Competitive intelligence from customer conversations

These insights help you improve products, optimize processes, and enhance customer experiences based on real interaction data rather than assumptions.

7. Focus on Core Business Activities

Managing a contact center requires significant time, expertise, and resources. By outsourcing to us, your leadership team focuses on core business activities—product development, sales strategy, market expansion—while we handle the complexity of 24/7 customer communication operations.

Essential Technologies in Modern Contact Centers

Effective contact center operations rely on integrated technologies that enhance agent productivity, improve customer experiences, and provide operational visibility. Here's what we include in our contact center infrastructure:

CRM Integration

We integrate seamlessly with your existing CRM platform or can implement new CRM systems as part of our contact center solution. CRM integration gives agents instant access to complete customer histories, purchase records, previous interactions, and account details—enabling personalized, contextual conversations that resolve issues faster and improve satisfaction.

Supported CRM platforms: Salesforce, HubSpot, Zendesk, Microsoft Dynamics, Zoho, and custom-built systems

Contact Center as a Service (CCaaS) Platform

Our THIENTU Cloud platform delivers comprehensive CCaaS capabilities that support efficient multi-channel operations:

• Intelligent routing: Automatically connects customers with the most qualified agent based on skills, language, issue type, and availability
• Queue management: Balances workload across agents and channels to minimize wait times
• Unified agent desktop: Single interface for managing all communication channels
• Real-time monitoring: Live dashboards showing call volumes, wait times, agent status, and performance metrics
• Quality management: Call recording, screen capture, and evaluation tools for ongoing coaching
• Workforce management: Scheduling, forecasting, and adherence tracking to optimize staffing levels

Automatic Call Distribution (ACD)

Advanced call distribution technology routes incoming calls based on sophisticated criteria—agent skills, customer priority, service level agreements, previous agent interactions, and business rules you define. ACD minimizes wait times, improves first-call resolution rates, and ensures customers reach qualified agents who can address their specific needs.

Interactive Voice Response (IVR)

Our IVR systems enable self-service options for routine inquiries, reducing call volume for human agents while providing 24/7 automated support. Customers can check account balances, track orders, make payments, or access information through voice menus—with seamless escalation to live agents when needed.

AI and Automation

We leverage artificial intelligence throughout our contact center operations:

• AI-powered chatbots: Handle routine inquiries across web chat, social media, and messaging apps
• Virtual assistants: Provide 24/7 self-service support with natural language understanding
• Predictive analytics: Identify customers likely to churn or purchase based on interaction patterns
• Sentiment analysis: Detect customer frustration in real-time, triggering priority routing or supervisor alerts
• Agent assist: Recommend responses and suggest knowledge base articles during live interactions

Omnichannel Communication Platform

Our platform unifies all customer communication channels—voice, email, chat, social media, SMS, video—into a single system with shared conversation history and context. This eliminates the frustration of customers repeating information when switching channels and enables consistent service quality across every touchpoint.

Analytics and Reporting

Comprehensive reporting provides visibility into contact center performance, customer trends, and improvement opportunities:

• Real-time dashboards for operational monitoring
• Historical reports for trend analysis
• Agent performance scorecards
• Customer satisfaction metrics (CSAT, NPS, CES)
• Channel performance comparisons
• Service level agreement (SLA) compliance tracking
• Custom reports tailored to your KPIs

How to Get Started with THIENTU BPO Contact Center Services

We've streamlined our onboarding process to get your contact center operational quickly while ensuring thorough preparation and quality standards.

Step 1: Consultation and Needs Assessment (2-3 days)

We begin with a detailed consultation to understand your business requirements, customer communication patterns, volume expectations, and specific service needs. This assessment covers:

• Current contact center challenges and pain points
• Communication channels your customers prefer
• Expected interaction volumes and seasonal patterns
• Required languages and specialized skills
• Technology integrations needed
• Compliance and security requirements
• Performance metrics and KPIs

Step 2: Solution Design and Proposal (3-5 days)

Based on your requirements, we design a customized contact center solution that includes:

• Recommended team size and structure
• Channel mix and technology platform
• Service level agreements and KPIs
• Training program and timeline
• Technology integrations
• Transparent pricing with no hidden fees
• Implementation timeline

Step 3: Recruitment and Training (7-14 days)

We recruit contact center agents from our database of 30,000+ pre-screened candidates, selecting team members based on language skills, relevant experience, cultural fit, and technical aptitude. Our comprehensive training program includes:

• Your company history, products, and brand voice
• Contact center systems and technology tools
• Customer service best practices and soft skills
• Product-specific knowledge and troubleshooting
• Quality standards and performance expectations
• Compliance requirements and data security protocols

Step 4: Technology Setup and Integration (5-10 days)

Our technical team configures the THIENTU Cloud platform, integrates with your CRM and business systems, sets up routing rules and workflows, and conducts thorough testing to ensure all systems work seamlessly before launch.

Step 5: Pilot Launch and Optimization (7-14 days)

We begin operations with a pilot phase—typically handling a portion of your contact center volume while fine-tuning processes, refining agent knowledge, and optimizing workflows based on real customer interactions. This controlled launch ensures quality before full-scale operations.

Step 6: Full Operations and Ongoing Management

Once the pilot phase validates quality and processes, we scale to full operations with continuous performance monitoring, quality assurance, regular reporting, and ongoing optimization. You receive dedicated account management with weekly reviews during the first month, then regular cadence based on your preferences.

Total timeline from initial consultation to full operations: 10-15 days for standard implementations, or as quickly as 7 days for urgent deployments with pre-defined requirements.

Industries We Serve with Contact Center Solutions

Our contact center services support diverse industries with specialized knowledge and compliance requirements:

E-commerce and Retail: Order support, product inquiries, returns processing, live shopping assistance, complaint resolution, loyalty program management

Financial Services and Fintech: Account support, transaction inquiries, fraud detection, loan processing support, payment collections, regulatory compliance

Telecommunications: Technical support, billing inquiries, service activation, network troubleshooting, upgrade sales, retention campaigns

Technology and SaaS: Technical support, onboarding assistance, subscription management, feature education, bug reporting, user training

Healthcare and Medical: Appointment scheduling, insurance verification, billing inquiries, patient support, telehealth coordination (HIPAA-compliant operations available)

Insurance: Claims support, policy inquiries, quote generation, renewal processing, complaint handling, underwriting support

Travel and Hospitality: Reservation management, booking support, concierge services, complaint resolution, loyalty program assistance

Automotive: Roadside assistance, warranty support, parts inquiries, service scheduling, customer satisfaction follow-up

Real Results: THIENTU BPO Contact Center Case Studies

Case Study 1: E-commerce Customer Support Scaling

Client: Leading APAC e-commerce platform Challenge: Rapid growth created 300% increase in customer support volume during peak shopping seasons Solution: We deployed a 60-agent omnichannel contact center in 14 days, handling phone, email, live chat, and social media inquiries Results:

• 98% customer satisfaction score maintained during peak volume
• Average response time reduced from 12 hours to 2 hours for email inquiries
• 35% cost savings compared to previous outsourcing partner
• Seamless scaling from 60 to 100 agents for promotional events

Case Study 2: Financial Services Outbound Collections

Client: Regional consumer lending institution Challenge: Increasing delinquency rates required professional collections outreach Solution: We established a 25-agent outbound contact center specializing in respectful, compliant collections calls Results:

• 42% improvement in right-party contact rates
• 28% increase in payment commitments
• Zero compliance violations over 18-month engagement
• 50% cost reduction compared to in-house collections team

Case Study 3: Technology Company Technical Support

Client: B2B SaaS platform serving enterprise clients Challenge: Complex product required knowledgeable technical support available 24/7 Solution: We recruited agents with IT backgrounds and provided intensive 3-week product training Results:

• 82% first-contact resolution rate
• Average handle time 6.5 minutes (industry average: 11 minutes)
• 4.6/5.0 average customer satisfaction score
• 24/7 coverage across APAC and US time zones

Frequently Asked Questions About Contact Center Services

How quickly can THIENTU BPO deploy a contact center team?

We deploy fully operational contact center teams in 10-15 days for standard implementations. This includes recruitment, training, technology setup, and pilot testing. For urgent requirements with clearly defined needs, we can accelerate deployment to 7 days. Our streamlined process and database of 30,000+ pre-screened candidates enable this rapid timeline without compromising quality or preparation.

What's the cost difference between THIENTU BPO and other outsourcing options?

Our Vietnam-based contact center services deliver 30-70% cost savings compared to operating teams in the United States, Canada, or Western Europe. We also offer 30-50% savings compared to traditional BPO markets like India or the Philippines. These savings include all costs—agent salaries, infrastructure, technology platforms, training, and management overhead. We provide transparent pricing with no hidden fees, allowing you to accurately predict and control your contact center expenses.

Can you handle specialized industries with compliance requirements?

Absolutely. We maintain ISO/IEC 27001:2022, ISO 27701:2019, and ISO 27001:2013 certifications specifically to support industries with strict data security and compliance requirements. Our contact centers successfully serve financial services, healthcare, insurance, and other regulated industries. We implement industry-specific compliance protocols, conduct regular audits, and provide detailed documentation to demonstrate adherence to regulatory standards including GDPR, PCI-DSS, and regional data protection laws.

How do you ensure consistent quality across all communication channels?

Quality consistency starts with comprehensive training and continues through ongoing monitoring and coaching. Every contact center agent receives extensive training on your brand standards, communication guidelines, and channel-specific best practices. We use quality assurance programs that include call recording, interaction monitoring across all channels, regular evaluations, and targeted coaching. Our THIENTU Cloud platform provides complete interaction history across channels, ensuring agents have full context regardless of how customers initiate contact.

What languages do your contact center agents speak?

Our agents provide support primarily in English and Vietnamese. English proficiency is carefully screened during recruitment—we assess both spoken fluency and written communication skills to ensure clear, professional interactions with international customers. We also recruit agents with additional Asian language capabilities based on your specific customer base requirements. All agents receive ongoing language coaching and communication training to maintain high-quality customer interactions.

Do you offer both inbound and outbound contact center services?

Yes, we specialize in both inbound and outbound contact center operations, as well as blended models that combine both capabilities. Our 20+ years of proven experience in outbound calling campaigns makes us particularly strong in telesales, appointment setting, lead generation, and customer retention programs. We also excel at inbound customer support, technical troubleshooting, and omnichannel service operations. Many clients benefit from our blended approach, which maximizes agent productivity by balancing inbound and outbound activities.

How does your offshore staffing model differ from traditional BPO?

We offer two distinct service models to match different business needs:

Traditional BPO Model: We manage your entire contact center operation—recruitment, training, daily management, quality assurance, and performance optimization. You define the KPIs and service standards; we deliver the results.

Offshore Staffing Model: You maintain direct control over your contact center team while we provide recruitment, infrastructure, HR administration, and compliance support. Your managers supervise daily operations, and your team members work exclusively for your company. This model offers the cost advantages of offshore operations with the control and culture alignment of an in-house team.

Both models include our full infrastructure support—office space, equipment, technology platforms, and operational resources.

What happens if we need to scale our team up or down quickly?

Flexibility is built into our contact center solutions. We scale teams up or down based on your business needs, seasonal patterns, or promotional campaigns. For planned expansions, we add 20-50 agents within 7-14 days by recruiting from our extensive candidate database. For scaling down, we work with you to manage transitions professionally while minimizing disruption. Our flexible staffing approach ensures you're never paying for idle capacity during slow periods or scrambling to handle unexpected volume spikes.

How do you protect our customer data and ensure security?

Data security is fundamental to our contact center operations. We maintain three internationally recognized ISO certifications specifically focused on information security and privacy management. Our security measures include:

• Role-based access controls limiting data visibility
• Encrypted data transmission across all channels
• Secure infrastructure with redundant backups
• Regular security audits and penetration testing
• Comprehensive agent training on data protection
• Physical security controls in our facilities
• Detailed audit trails for compliance reporting
• Incident response protocols and business continuity plans

We customize security protocols based on your industry requirements and regulatory obligations.

Can you integrate with our existing CRM and business systems?

Yes, our THIENTU Cloud platform integrates seamlessly with leading CRM systems including Salesforce, HubSpot, Zendesk, Microsoft Dynamics, Zoho, and custom-built platforms. We also connect with helpdesk software, ticketing systems, e-commerce platforms, and other business tools your contact center team needs. Our technical team handles all integration work, testing, and troubleshooting to ensure smooth data flow between systems. This integration gives agents complete customer context and eliminates manual data entry that wastes time and introduces errors.

What performance metrics and reporting do you provide?

We provide comprehensive reporting tailored to your KPIs and management requirements. Standard contact center metrics include:

• Call volume, average handle time, and abandonment rates
• First-call resolution and transfer rates
• Customer satisfaction scores (CSAT, NPS, CES)
• Service level achievement (answer time, response time)
• Agent productivity and utilization rates
• Channel performance comparisons
• Quality assurance scores and coaching opportunities
• Real-time operational dashboards

You receive regular performance reports—weekly during initial implementation, then monthly or as you prefer. We also provide access to real-time dashboards for continuous operational visibility.

Why THIENTU BPO is Your Ideal Contact Center Partner

Choosing the right contact center partner impacts customer satisfaction, operational costs, and your brand reputation. Here's why leading companies trust us with their customer communication operations:

Proven Enterprise Experience: Our recognition as a Top Global Performer in Call/Chat NPS for Customer Contact Center from Samsung demonstrates our ability to meet the highest service standards. We've successfully operated contact centers for major enterprises across e-commerce, telecommunications, financial services, and technology sectors.

Comprehensive Service Capabilities: From inbound customer support to outbound telesales, omnichannel operations to specialized technical support—we provide complete contact center solutions under one roof. This eliminates the need to coordinate multiple vendors for different communication channels or service types.

Cost Efficiency Without Compromise: Our 30-70% cost savings compared to Western markets don't come from cutting corners. We maintain enterprise-quality operations through efficient processes, advanced technology, and Vietnam's competitive labor market while delivering the same service standards as higher-cost alternatives.

Rapid Deployment Speed: Time matters when you're scaling support or entering new markets. Our 10-15 day deployment timeline gets you operational faster than traditional outsourcing engagements that require months of setup and preparation.

Triple ISO-Certified Security: We take data protection seriously, maintaining ISO/IEC 27001:2022, ISO 27701:2019, and ISO 27001:2013 certifications that demonstrate our commitment to information security and privacy management. Your customer data remains secure under internationally recognized standards.

Advanced Technology Platform: Our THIENTU Cloud omnichannel platform provides enterprise-grade capabilities typically available only through significant capital investment. You gain immediate access to intelligent routing, CRM integration, real-time analytics, AI-powered automation, and workforce management tools.

Flexible Service Models: Whether you need fully managed BPO services or prefer the offshore staffing model where you control your team directly, we adapt to your preferred operating approach. This flexibility lets you balance cost, control, and operational involvement based on your company's unique needs.

24 Years of Proven Expertise: Founded in 2000, we bring more than two decades of contact center experience to every engagement. We've navigated technology evolution from call centers to omnichannel operations, survived economic cycles and industry disruptions, and continuously adapted to changing customer expectations. This experience translates into operational stability and proven best practices for your business.

Get Started with THIENTU BPO Contact Center Services

Customer communication excellence drives business growth, customer retention, and brand reputation. Whether you need to scale existing support operations, launch contact center services for the first time, or improve the cost efficiency of current providers, we deliver the expertise, technology, and operational excellence your business demands.

Our Vietnam-based contact center services combine enterprise-quality operations with compelling cost advantages—30-70% savings compared to Western markets, 10-15 day deployment timelines, and comprehensive omnichannel capabilities backed by our 24 years of proven expertise and triple ISO certifications.

Let's discuss how we can support your customer communication goals with contact center solutions customized to your business needs.

Ready to build your contact center team in Vietnam?

Contact us today for a customized consultation

• info@thientu.vn
• www.thientu.vn
• 145B Nguyen Dinh Chinh Street, Ho Chi Minh City, Vietnam