Professional Operations
TCV provides omni-channel Contact Center solutions for both domestic and international businesses by combining experienced operational teams, standardized processes, and flexible operating models.
Comprehensive CONTACT CENTER Solutions
Crafting Exceptional Customer Experiences
Comprehensive, AI-powered omni-channel Contact Center solutions from transcosmos Vietnam, helping businesses optimize costs and elevate service quality.
Service Overview
Comprehensive Contact Center Solutions From transcosmos Vietnam
Flexible Omni-channel Management & Advanced AI Integration
Our services support multiple platforms including calls, chat, email, and SNS. We also integrate AI Contact Center solutions such as AI Chatbots, AI Voicebots, and AI-powered. Quality Control (AI QC) to improve operational efficiency and optimize customer experience.
Key Services
Diverse Contact Center Services
Inbound Customer Support
Handling customer inquiries, requests, and complaints through calls, email, chat, and SNS channels.
Outbound Operations & Telesales
Supporting telesales campaigns, customer surveys, customer care, and order confirmation activities.
Omni-channel Customer Support
Delivering a consistent customer experience across multiple communication channels.
AI Chatbot & AI Voicebot Solutions
Automating common customer service tasks with 24/7 response capabilities through both rule-based and GenAI-based models.
AI QC & AI Knowledge Base Systems
Leveraging AI to monitor interaction quality and support agents with fast and consistent information retrieval.
Core Strengths
Why Choose transcosmos Vietnam?
Large-scale Operational Experience
Capable of operating large-scale Contact Center models with offshore delivery and multilingual support including Vietnamese, English, Japanese, and Korean, etc.
Flexible Operating Model
Resources can be scaled quickly based on business needs and peak seasons.
Standardized Operational Processes
Focused on continuous improvement to ensure service quality and customer satisfaction.
AI-powered Contact Center Operations
Applying AI solutions to reduce workload for customer service teams, accelerate response times, and optimize operational costs.
Multi-industry Experience
Extensive experience delivering Contact Center services across industries such as E-commerce, Insurance, Retail, FMCG, Electronics, and Travel, etc...
Featured Projects
Success Stories
24/7 Customer Support for One of the Biggest E-commerce Players In Vietnam
Background
An e-commerce platform needed to expand its customer service operations to handle a large volume of interactions from customers and seller partners.
Solution
TCV deployed a 24/7 Contact Center operation with omni-channel support including Calls, Chat, Email, and Dispute Management. We also provided support services for logistics partners and KOL affiliate partners across Southeast Asia.
Results
- Operated with over 700 agents working 24/7
- Maintained a 95% CSAT score across channels
- Responded quickly to scaling demands
- Maintained stable operations during peak seasons and the COVID-19 period
Insurance Telesales Operations
Background
A Japanese insurance company needed to expand its telesales operations and increase customer reach in Vietnam.
Solution
TCV deployed a team of more than 100 telesales agents in Ho Chi Minh City and Hanoi to support customer consultation and lead generation activities.
Results
- Averaged 200 calls per day per agent
- Achieved an answer rate of over 70%
- Generated more than 1,500 new contracts
- Supported business expansion into additional regions
AI Voicebot for Order Confirmation
Background
A Thai electronics retail group needed to optimize its order confirmation process during peak seasons to reduce workload for customer service teams.
Solution
TCV implemented an AI outbound Voicebot and supporting bot systems to automate order confirmation and delivery scheduling processes.
Results
- Doubled processing productivity
- Optimized outbound customer service costs by 25%-30%
- Reduced workload for customer service teams during peak seasons
- Shortened processing time and improved customer experience
Let’s talk
Ready to partner with your business
Contact transcosmos Vietnam for a tailored Contact Center solution!