Case Study: Inside Our Fintech CX Success: Remote Contact Center Deployment During Lockdown

Client Industry: Fintech
Project Year: 2021

Project Overview

At the height of the COVID-19 lockdown, a leading fintech company in Vietnam partnered with THIEN TU to launch a fully remote customer contact center. With conventional operations suspended due to citywide restrictions, the client needed an agile and scalable solution to continue supporting its rapidly growing customer base.

The goal: Deploy a high-performing work-from-home (WFH) contact center—within days—to maintain business continuity and deliver seamless customer service under extraordinary circumstances.

The Challenge

Launching a contact center is complex under normal conditions. Doing so entirely remotely during a public lockdown introduced several urgent challenges:

• New Client Onboarding: The fintech firm needed a complete contact center setup from scratch, including tools, people, and processes.
   
• Remote Workforce: With in-office operations impossible, a fully virtual model was the only option.
   
• Tight Timeline: Deployment needed to be completed within an accelerated window to avoid disruption.
   
• Zero Downtime Mandate: Customer service could not falter during the transition.

Solution Approach

Drawing on years of BPO and customer experience (CX) expertise, THIEN TU executed a structured three-phase response:

1. Remote Infrastructure Deployment

• Fast procurement and deployment of secure, remote access technologies.
   
• Rapid configuration and testing of customer service software and telephony systems.
   
• Setup of secure VPN connections and compliance-ready data handling processes.

2. Accelerated Onboarding and Virtual Training

• Immediate recruitment of customer service agents through digital channels.
   
• Designed and delivered intensive virtual onboarding programs covering:
   
  • Customer tools and workflows
     
  • Communication tone and fintech product knowledge
     
  • Handling customer issues in a high-pressure environment

3. Real-Time Performance Management

• Implemented live dashboards and remote supervision tools to monitor agent productivity.
   
• Set up continuous QA processes to ensure high service levels.
   
• Provided daily coaching, issue resolution, and workflow refinements based on performance data.

Results

Despite the challenges, THIEN TU delivered exceptional outcomes:

• Launched a Fully Operational Remote Contact Center in record time.
   
• Exceeded All Performance KPIs, including resolution rate and customer satisfaction.
   
• Uninterrupted Customer Support, even during peak lockdown.
   
• Client Commendation for speed, reliability, and seamless coordination.

Certifications & Recognition

Our commitment to excellence and security is recognized globally:

• 🏆 Top Global Performer in Call/Chat NPS
  Awarded by Samsung in November 2024 for delivering best-in-class customer satisfaction through exceptional contact center performance.
• 🔐 ISO/IEC 27001:2022 Certified
  Certified by InterCert for our robust Information Security Management System, covering customer care and recruitment services. Ensures full compliance in handling and processing customer data.

Conclusion

This fintech case study is a clear example of THIEN TU’s ability to deliver under pressure. We don’t just respond to challenges—we turn them into competitive advantages for our clients.

By combining speed, technical precision, and remote agility, we empowered a fintech leader to continue growing even through crisis. With global recognition and ISO-certified systems backing our work, THIEN TU remains a trusted partner for future-proof customer experience operations.

Looking for a partner who can deliver results—even in the most challenging times?
Let’s talk. Contact us today.