Case Study: Telecom Contact Center Shift from Incumbent Provider in 5 Weeks

Project overview

THIEN TU partnered with a leading telecommunications provider to transition its customer contact center operations from an incumbent BPO vendor. The objective was to complete the full transfer within just five weeks—ensuring business continuity while elevating service quality and operational performance.

The Challenge

Execute a complete handover within five weeks—without service disruption, while improving customer experience and boosting operational efficiency. The transition required preserving data integrity, aligning service levels, and onboarding a fully prepared team under intense time constraints.

Solution Approach

As experts in large-scale BPO transitions, THIEN TU applied a structured and phased approach to deliver a smooth and efficient handover:

• Initiation (Week 1): A dedicated transition team was assembled to define roles, set governance structures, and conduct an in-depth assessment of the client’s existing processes, systems, and customer journey pain points.
• Knowledge Transfer (Weeks 1–2): We facilitated detailed knowledge-sharing sessions with the incumbent provider, capturing operational procedures and best practices to ensure continuity.
• System & Infrastructure Setup (Weeks 1–3): All systems were configured and rigorously tested to ensure readiness. We migrated all customer data with 100% accuracy and trained our staff extensively on the client’s tools, workflows, and brand tone.
• Parallel Operations (Week 4): THIEN TU ran parallel operations to validate end-to-end readiness, during which we gradually increased our workload while the incumbent scaled down, minimizing risk and ensuring uninterrupted service.
• Go-Live & Post-Transition Support (Week 5 Onwards): We assumed full operational control and established post-transition support measures including regular performance reviews, rapid issue resolution protocols, and continuous improvement initiatives.
   

Results

Within three months of go-live, THIEN TU delivered measurable improvements in both customer satisfaction and operational efficiency:

• Customer Satisfaction: Achieved a 98% customer satisfaction rate, reflecting a seamless handover and improved service delivery.
• Operational Efficiency: Reduced average handling time by 15% and improved first call resolution rates by 20%, resulting in better resource utilization and faster query resolution.

Conclusion

This transition project demonstrated THIEN TU’s capabilities in managing complex BPO takeovers in a fast-paced industry. By combining strategic planning, meticulous execution, and continuous optimization, we not only maintained business continuity but also unlocked higher customer value. This case underlines our commitment to operational excellence and our clients’ long-term success in an ever-evolving digital landscape.