Poor training skills of Customer care and Support Center at VNPT Ho Chi Minh City

Abstract

Doubtful debt is a massive problem not only for banking but also for the telecommunication system in Vietnam. It led to a decrease in revenue and profit of the company. In recent years, the customer quantity stopping VNPT’s service has continuously been rising gradually. This problem results from many internal and external causes. However, the outstanding issue is decreasing customer satisfaction and loyal customer. Recognizing that the VNPT, as well as VNPT in Ho Chi Minh city, have concentrated on completing the management of doubtful debts. This action is attracting potential customers, creating loyal customers, ensuring operational efficiency of production and business activities, promoting telecommunication, and information technology development. The business center of VNPT HCMC has established expanding sales and taking care of customers better; the business class is also the direct class to provide services, bringing values and utilities to serve people and the country and meet social needs. Therefore, this is the first class that needs to innovate thinking, renovate the operating system, restore the working style and business style, how always to be ahead of the needs of society, bringing the highest satisfaction again in the process of customer service and continued to serve effectively for the state's information and communication activities [1]. In parallel with this development orientation, the problem in taking care and supporting service is not functional, reflected in the customer stopping FiberVNN increased significantly. Based on the increased customer quantity not using the FiberVNN, after checking potential problems, the poor training skills in Call center is the main problem with two leading causes that are indicated. From there, the author used the theory about business, marketing and human resources of modern scholars in the world and administering in-depth interview with several leader and staff to understand the core problem, the thesis would like to suggest some solutions to improve the management of taking care and supporting customer in VNPT Ho Chi Minh city.