Vietnam Contact Center Operation

VCCO provides outsourced contact center and other Business Process Outsourcing services to enterprises in Vietnam and abroad. At VCCO, people with disabilities and young women from low-income settings are hired and trained in practicle skill sets that are leveraged to create a high quality contact center.

People with disabilities and rural young women are huge untapped human resource pools in Vietnam. Due to lack of education and training, many of these disadvantaged groups remain outside of the formal employment system. With a very modest level of income, they struggle to afford their daily expenses, which, again, leads to no education and training to their children. As a result, their next generation and even the ones after that end up in a circle of poverty.

In order to solve this problem, VCCO is founded. VCCO is a B2B for-profit company. On the one hand, we provide contact center outsourcing services as well as other Business Process Outsourcing services to companies in Vietnam and abroad. On the other hand, we hire and train Vietnamese people with disabilities and young women from low-income settings specific skill sets we need, such as customer service skills, English skills, data entry skills and soft skills training, etc. that are necessary to provide high quality services to our clients. 

VCCO wishes to give a hand on empowering people with disabilities and impoverished young women in Vietnam via generating sustainable employment at higher compensation for these disadvantaged groups and enable them to participate more actively in society. From business perspectives, VCCO helps enhance customer service quality of small and medium businesses in Vietnam and support them to compete internationally. For overseas companies, VCCO is a solution for them to offshore some of their business activities at a relatively low cost. This model could be replicated easily in Vietnam as well as other countries in Southeast Asia since Asia Pacific outsourced customer care services market is expected to continually grow in the future. More importantly, our model is sustainable since we could generate profits and invest those profits back in our training activities.  

People with disabilities (PWD) and rural young women are now huge untapped human resource pools in Vietnam. Youth joblessness is reported to be six times higher than adult unemployment, in which, more female youth are unemployed than male one. Moreover, workforce in rural areas tend to receive less training than those living in cities with percentage of females lower than those of males in both regions. Meanwhile, PWD are three times more likely to be unemployed than people without disabilities. Due to lack of education and training, many of these disadvantaged groups remain outside of the formal employment system. 

The two target groups mentioned above are facing many difficulties in seeking employment. VCCO can offer them:

1. Training opportunities to be operational at work

2. Stable employment

3. Stable source of income

VCCO is working with several clients from Australia and our client base is expected to keep expanding thank to growing demand from Australian markets. It is true that offshoring is very promising for low-labor cost markets like Vietnam. As our recruitment demand increases, more employment and training will be offered to people with disabilities and young women from low-income settings.

Social outcomes of our solution are job creation for nearly 200 people with disabilities and low rural young girls in Vietnam (accounts for approximately 80% of our staff) in the next 01 year. The average annual income per disadvantaged agent is $4,000. 

Track number of people with disabilities and rural young girls that are trained and employed. - Job creation for nearly 200 people with disabilities and low-educated rural young girls in the next 1 year

Track monthly income of our staff who are from disadvantaged groups. - The average annual income per disadvantaged agent is $4,000. ​

Cloud-based contact center model are chosen because of less initial investment and flexibility to align ourselves with the world’s technology transformation. We also have found a comprehensive help-desk solution at low cost. Besides, we try to make the best use of any available resources from our partners' network and past projects. VCCO is also applying the lean approach, allowing startups to make use of its resources in a flexible manner that focus on three phases: build, measure and learn.

VCCO is a for-profit organization. It is projected to start making profits after 2 years. That means starting from the 3rd year, we could sustain ourselves without receiving funding from other organizations. In addition, we also invest our own capital and raise fund from other investors from time to time.

We expect Solve to help us in

• Connecting with oversea companies in Solve’s network, that are in need of offshore services so that we could expand our client base.
• Bringing on applicable and up-to-date technology that could help ease our employee’s work process thus enhancing our business effectiveness and our staff’s productivity.
• Connecting with NGOs that share same concerns with us and get access to pools of our employees’ target groups which are people with disabilities and rural young girls.
• Connecting with interested investors so that we could raise more fund to carry out our plan.