Vietnam Customer Service Outsourcing: The Ultimate Guide to Smarter Support

Customer service outsourcing is no longer just about cutting costs—it's a powerful strategy for companies looking to enhance customer satisfaction, increase flexibility, and free up internal resources to focus on innovation and growth.

Vietnam has become a top choice for outsourced customer support thanks to its skilled labor force, multilingual service capabilities, and cost-effectiveness. Leading this evolution is THIENTU BPO, a trusted partner helping global businesses build responsive, high-quality support operations that scale with confidence.

What Is Customer Service Outsourcing?

Customer service outsourcing refers to delegating your support tasks—like handling emails, calls, chats, and social media inquiries—to an external service provider.

Types of Customer Service Outsourcing:

• Onshore: Partnering with a company in your own country.

• Nearshore: Outsourcing to neighboring countries for similar time zones.

• Offshore: Working with providers in regions like Southeast Asia or Latin America to reduce costs.

• Staff Augmentation: Supplementing your internal team with external talent.

• Full-Service Outsourcing: Handing over your entire support function to a third party.

What Is a Call Center?

A call center is a centralized department that handles large volumes of phone-based customer interactions, including inquiries, support, and telemarketing.

What Is a Contact Center?

A contact center is a broader support environment that handles communication across multiple channels—such as phone, email, live chat, and social media.

Call Center vs. Contact Center

Pros and Cons of Outsourcing Customer Service

Pros:

• Cost-Effective: Save up to 70% in operational costs.

• Scalable: Easily adjust support levels during peak times.

• 24/7 Availability: Offer global coverage across time zones.

• Access to Talent: Tap into multilingual, tech-savvy professionals.

• Operational Efficiency: Focus internal resources on product, R&D, and growth.

Cons (and How to Address Them):

• Loss of Control: Avoid by setting clear SLAs and metrics.

• Cultural Differences: Overcome with proper onboarding and training.

• Data Security Risks: Partner with vendors compliant with GDPR, ISO, HIPAA.

How to Choose the Best Customer Service Outsourcing Company

Clarify Your Support Goals and Workload

Understand your volume, ticket types, and language needs. Are you seeking 24/7 support, multilingual reps, or seasonal flexibility?

Understand Customer Preferences and Support Channels

Do your customers prefer live chat, social media, or traditional phone support? The right partner should match these needs.

Evaluate Industry Experience and Operational Maturity

Look for experience in your sector. A BPO with eCommerce experience may not be ideal for a SaaS provider.

Check for Compliance, Data Security, and Scalability

Verify certifications, data handling policies, and the ability to scale quickly without losing quality.

Compare Pricing Models and Transparency

Understand if costs are per-agent, per-ticket, or hourly. Avoid hidden fees and long-term lock-ins.

Outsourced vs. In-House Customer Service

Outsourcing shines when you need flexibility, multilingual support, and cost efficiency. In-house works better for complex, sensitive, or deeply integrated functions.

Top 10 Customer Service Outsourcing Companies in Vietnam

THIENTU BPO

About THIENTU BPO

THIENTU BPO is a leading Vietnam-based business process outsourcing (BPO) provider focused on delivering high-quality customer support services. With years of industry experience and a people-centric approach, we help global businesses scale their support operations efficiently and cost-effectively.

What We Offer

Our solutions cover both inbound and outbound customer service operations. We specialize in:

• Omnichannel customer care (call, email, chat, social media)

• Technical support

• Telesales and telemarketing

• Customer retention and engagement

• Remote contact center deployment We tailor every engagement to meet each client’s industry-specific needs while ensuring seamless integration with their brand voice and values.

Recognitions and Certifications

THIENTU BPO proudly holds the ISO/IEC 27001:2022 certification, demonstrating our commitment to global standards in information security and data protection.

In recognition of our service excellence, we received the Certificate of Recognition – Top Global Performance in Call/Chat NPS for Customer Contact Center from Samsung Vina on November 15, 2024. These milestones reflect our dedication to quality, reliability, and measurable client success.

With scalable team models, bilingual capabilities, and a flexible engagement approach, THIENTU continues to deliver consistent, high-performance customer experiences for international partners.

Let’s Connect

To learn more about how we can support your business, reach out to our team:

• Email: info@thientu.vn

• Or request your free consultation today to explore tailored outsourcing solutions for your brand.

DIGI-TEXX Vietnam

Strong in back-office and multilingual customer service, especially for European clients.

Swiss Post Solutions Vietnam

Combines Swiss precision with Vietnamese efficiency. Specializes in document processing and front-office services.

Read more: Top BPO Company in Vietnam 2025

BeeSight Soft

Provides customer experience outsourcing along with software development and chatbot services.

Tinhvan Group

Local expertise in call center solutions for banks and telecoms.

Harvey Nash Vietnam

Offers customer service staff augmentation with a focus on tech startups.

Scuti Vietnam

Rising star in outsourcing, particularly in eCommerce and tech support.

GCS (Global CyberSoft)

Enterprise-grade outsourcing for customer support and data services.

LARION

Mid-size provider with dedicated customer support teams for SMEs.

CMC Global

Part of the CMC Corporation, offers end-to-end support and system integration services.

Customer Service Roles and Sample Job Descriptions

Customer Service Representative (CSR)

Responsibilities:

• Handle inquiries, resolve complaints, and provide product/service information.

• Use CRM systems like Zendesk or Salesforce.

• Maintain customer satisfaction and documentation.

Requirements:

• Excellent communication and interpersonal skills

• Proficiency in using CRM platforms

• Problem-solving mindset and attention to detail

Technical Support Agent

Responsibilities:

• Troubleshoot issues related to software or hardware.

• Use ticketing tools such as Jira or Freshdesk.

• Coordinate with technical teams for escalations.

Requirements:

• Solid technical knowledge of systems and applications

• Patience and clear communication

• Familiarity with diagnostics and support tools

Live Chat Agent

Responsibilities:

• Respond to real-time inquiries via chat platforms.

• Multitask and maintain high accuracy.

• Upsell products or escalate issues when needed.

Requirements:

• Fast typing and grammar accuracy

• Experience with live chat software (e.g., Intercom, LiveChat)

• Ability to multitask in a high-paced environment

Customer Success Manager

Responsibilities:

• Onboard new customers and guide them through adoption.

• Monitor satisfaction and usage metrics.

• Provide long-term value and reduce churn.

Requirements:

• Relationship-building skills and customer empathy

• Analytical mindset with CRM and data tools

• Proactive approach to issue resolution and engagement

Support Team Lead / Supervisor

Responsibilities:

• Manage support team schedules and KPIs.

• Conduct training and performance evaluations.

• Report on metrics and process improvements.

Requirements:

• Leadership and coaching experience

• Ability to analyze performance data

• Familiarity with scheduling and workforce tools

Quality Assurance Specialist

Responsibilities:

• Review and score customer interactions.

• Maintain service standards and provide coaching.

• Use QA software such as MaestroQA or Observe.AI.

Requirements:

• Attention to detail and objectivity

• Experience with QA processes and scorecards

• Strong feedback and communication skills

Knowledge Base Specialist

Responsibilities:

• Create and maintain help documentation and FAQs.

• Work with tech and support teams for content updates.

• Ensure SEO and readability of materials.

Requirements:

• Strong writing and editing abilities

• Familiarity with CMS tools like Helpjuice or Notion

• Understanding of user experience and knowledge delivery

Customer Service Case Studies

E-Commerce Delivery Optimization

Project Overview: In Q1 2023, THIENTU responded to a surge in delivery delay complaints affecting 15% of total monthly orders for a major e-commerce client.

Challenge: Customers in metropolitan areas faced 2–3 day delays, leading to dissatisfaction, refunds, and reputational damage. Identifying the exact root causes was essential for sustainable improvement.

Solution:

• Conducted Root Cause Analysis

• Automated warehouse sorting and packaging

• Increased delivery staff by 20% and added third-party logistics partners

• Launched real-time order tracking system

Result:

• 84% drop in complaint volume

• On-time delivery rate increased to 96%

• Customer satisfaction rose to 90%

Fintech CX Deployment During Lockdown

Project Overview: An international fintech company needed to maintain uninterrupted customer service after lockdowns halted their in-house operations.

Challenge: Ensure 100% service continuity and rapid deployment of remote customer support.

Solution:

• Deployed fully remote contact center in 2 weeks

• Trained staff on client tools and digital support processes

• Ensured secure infrastructure for all channels

Result:

• Maintained 100% business continuity

• Improved response time across digital platforms

• Achieved scalable and secure support operations

Telecom BPO Transition & Optimization

Project Overview: A top telecom provider selected THIENTU to take over customer service operations from a previous BPO partner within five weeks.

Challenge: Ensure zero service disruption while enhancing quality and efficiency in a tight handover timeline.

Solution:

• Established a dedicated transition team and governance

• Completed knowledge transfer from incumbent vendor

• Set up infrastructure and ran parallel operations for validation

Result:

• 98% customer satisfaction rate in 3 months

• 15% reduction in average handling time

• 20% improvement in first-call resolution

Frequently Asked Questions (FAQ)

Is outsourcing customer service cost-effective?

Yes, outsourcing helps reduce labor and operational costs significantly—by as much as 70%—while maintaining service quality through experienced partners.

How can I ensure high-quality customer support when outsourcing?

Establish clear service-level agreements (SLAs), use customer satisfaction metrics (CSAT, NPS), and work with partners that provide robust training, performance monitoring, and regular reporting.

What languages can outsourced customer service teams handle?

Providers like THIENTU BPO offer support in Vietnamese, English, and bilingual combinations to serve both local and international customers.

Is it possible to scale outsourced teams during high-demand periods?

Absolutely. A major benefit of outsourcing is flexibility. You can rapidly scale teams up or down to meet seasonal spikes or product launches.

What’s the typical onboarding timeline for a new outsourced team?

Depending on project scope, onboarding can take 2–4 weeks, including training, tool integration, and workflow alignment.

Why choose Vietnam for customer service outsourcing?

Vietnam is emerging as a top outsourcing hub thanks to its tech-savvy, English-speaking workforce, strong infrastructure, cultural compatibility with Western markets, and cost-effective services.

Partner with THIENTU BPO

If you're ready to scale your support operations, reduce overhead, and improve customer satisfaction, it’s time to explore outsourcing with a trusted partner.

THIENTU BPO blends skilled talent, multilingual capabilities, and customer-centric service to help your business grow sustainably.

Contact us today to schedule a free consultation and discover how THIENTU BPO can become a seamless extension of your team.