Poor training skills of customer care and support center at VNPT ho chi minh city

UNIVERSITY OF ECONOMICS HO CHI MINH CITY International School of Business Huynh Thi Phuong POOR TRAINING SKILLS OF CUSTOMER CARE AND SUPPORT CENTER AT VNPT HO CHI MINH CITY MASTER OF BUSINESS ADMINISTRATION Ho Chi Minh City – Year 2020 UNIVERSITY OF ECONOMICS HO CHI MINH CITY International School of Business Huynh Thi Phuong POOR TRAINING SKILLS OF CUSTOMER CARE AND SUPPORT CENTER AT VNPT HO CHI MINH CITY MASTER OF BUSINESS ADMINISTRATION Supervisor: Dr Doan Anh Tuan Ho Chi Minh City – Year 2020 TABLE OF CONTENTS Executive summary Overview 1.1 Viet Nam Posts and Telecommunications Group (VNPT) 1.2 Business center of VNPT Ho Chi Minh City 1.3 Customer care and support center (Call center) function 1.4 Call center function Symptom: Increase customer stopping FiberVNN Indentification problem 13 3.1 Potential problem 13 3.1.1 Data selection and looking for problems 14 3.1.2 Lack of terminal in installation 14 3.1.3 Poor training skills in Call center 15 3.2 Validated problem 18 3.3 The main problem: Poor training skills of Call center 18 Cause validation 19 4.1 Potential causes 19 4.1.1 Lacking of responsibility at work 20 4.1.2 Lacking of costs for training skills 20 4.1.3 Training instructors have uneven knowledge 20 4.1.4 Lack of update customer database 21 4.1.5 Not specialized department in training 21 4.2 Validating causes 21 Alternative solutions and action plan 23 5.1 Solution 1: Offer to set up a training group in Call center 24 5.2 Solution 2: Employ experts to guide the workers of Call center 25 5.3 Solution 3: Propose pay Internet charge by credit card …………… ……26 Support data 31 REFERENCES 37 LIST OF FIGURES Figure 1: Opening Ceremony of VNPT Vinaphone Figure 2: Business center of VNPT HCMC Figure 3: Call center’s organization chart Figure 4: VNPT subsriber management system Figure 5: Increasing customer stopping FiberVNN from 2018 to Apr-2020 Figure 6: Customer stopping FiberVNN by month from 2018 to Apr-2020 Figure 7: Quantity of new register FiberVNN from 2018 to Apr-2020 Figure 8: The quantity subscribers arising internet decrease from 2018 to Apr-2020 Figure 9: Subscriber revenue decrease from 2018 to Apr-2020 Figure 10: The terminal cost increase from 2018 to Apr-2020 Figure 11: The quantity of customer complaint FiberVNN in the year 2018-2020 Figure 12: The reason for customer stopping FiberVNN by month from 2018 to Apr-2020 Figure 13: Debt for customer stopping FiberVNN from 2018 to Apr-2020 LIST OF DIAGRAMS Diagram 1: Initial cause-effect map of Call center Diagram 2: Updated cause-effect map of Call center Diagram 3: Final cause-effect map of Call center LIST OF TABLES Table 1: The customer quantity stopping FiberVNN from the year 2018 up to Apr-2020 Table 2: Data of customer register FiberVNN from 2018 to Apr-2020 Table 3: The customer complaint quantity from the year 2018 up to Apr-2020 Table 4: The reasons for stopping FiberVNN from the year 2018 up to Apr-20 LIST OF ABBREVIATIONS VNPT Viet Nam Post and Telecommunication group VNPT HCMC VNPT Ho Chi Minh city VNPT Vinaphone Telecommunications Service Corporation Executive summary 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 suggesr some solutions to improve the management of taking care and supporting customer in VNPT Ho Chi Minh city Overview 1.1 Viet Nam Posts and Telecommunications Group (VNPT) Vietnam Posts and Telecommunications Group, which is usually shortened as VNPT, is a telecommunications company owned by the Vietnamese Government and the national post office of Vietnam According to a UNDP list in 2007, it's the second-largest corporation in Vietnam Besides, it owns Vinaphone, one of the three largest mobile network administrators in Vietnam The main business activities of VNPT include capital trading in domestic and foreign markets, post, telecommunications, financial investment, IT, and backbone-based services in local and international markets, communications, and advertisements; exploration, consultation, design, installation and maintenance of telecommunications, and so on [1] VNPT Vinaphone After a long wait, on the afternoon of August 11, 2015 the Telecommunications Service Corporation (VNPT VinaPhone) was officially launched after the restructuring process of VNPT Group Under the new model, VNPT VinaPhone Corporation was built on the basis of unifying the business departments of Telecommunications in provinces, cities and units: VinaPhone, VDC, VTN, VNPT-I to focus on trading services, telecommunication, information technology of VNPT VNPT VinaPhone Corporation was established with a charter capital of VND 5,200 billion, wholly owned and operated by VNPT Group under the model of parent company - subsidiary VNPT VinaPhone will represent VNPT to provide telecommunication, IT and communication services, including: VinaPhone mobile and broadband (MegaVNN, FiberVNN, MegaWAN internet etc); landline and television (landline, Gphone, MyTV etc) After the restructuring process of VNPT Group, besides the life of VNPT VinaPhone, there are two new corporations, VNPT Media, VNPT Net, forming a 3-layer model "Services - Infrastructure - Business" In this new model, VNPT VinaPhone will assume the responsibility of the business class, the core class, which directly serves the market and society [2] Figure 1: Opening Ceremony of VNPT Vinaphone Welcome to VNPT Ho Chi Minh City, a provider of Telecommunications and Information Technology services in the market of Ho Chi Minh City We are serving millions of customers and have become close friends of every family, of economic groups, of each company as well as government and social organizations Our communication solutions contribute to business success, economic development and the good in life VNPT TP Ho Chi Minh operates according to market demand and is always trusted by customers We are and will continue to put concerns about customer needs first Technology and service are strengths of Ho Chi Minh telecommunications Whatever you need we meet and be assured of the quality of service [3] 1.2 Business center of VNPT Ho Chi Minh City Bussiness center of VNPT Ho Chi Minh city at 121 Pasteur street, ward 7, district 3, Ho Chi Minh city (figure 2) Business center of VNPT HCMC will represent VNPT in Ho Chi Minh city to provide telecommunication, IT, and communication services, including VinaPhone mobile and broadband (MegaVNN, FiberVNN, MegaWAN internet, etc.); landline and television (landline, Gphone, MyTV, etc.) Include functional departments such as HR department, Operating department, Accounting, and Planning department, Technical department, Marketing department; Call center; regional sales such as Sai gon, Gia Dinh, Thu Duc, Nam sai gon, Tan Binh, Cho lon, Cu Chi, Hoc Mon, Binh Chanh sale center 1.3 Customer care and support center (Call center) function Call center is considered Customer care and support center in HCMC 1.4 Call center function Figure 2: Business center of VNPT HCMC VIET NAM POST AND TELECOMMUNICATION GROUP (VNPT) VNPT VINAPHONE BUSINESS CENTERVNPT HCMC FUNCTIONAL DEPARTMENT TECHNICAL ASSISTANT SERVICES CALL CENTER (028) 80012618001166 TAKE CARE AND SUPPORT CUSTOMER REGIONAL SALES TELESALE (INBOUND) TELEMARKETING (OUTBOUND) Figure 3: Call center’s organization chart Hotline in Call center: 18001166 Automatic call distribution to the operators As in the organization structure of Problem in Call center in figure 4, the Call center seperated into multiple teams In this thesis’s scope, there are four teams, namely: Technical assistance service, Taking care and supporting customer, Telesales (inbound), Telemarketing (outbound) should be focused on Each unit has a specific responsibility: Technical assitance service ➢ Receiving customer call; ➢ Ansering about technical information; ➢ Consulting customer to use the VNPT service; ➢ Entering customer information into database; ➢ Transfering the bad service notice to the technician for solving service directly Taking care and supporting customer ➢ Receiving customer call; ➢ Answering about complaint, policy after sale, information related VNPT’s service; ➢ Consulting customer to use the VNPT service; ➢ Entering customer information into database; ➢ Send difficulty ideas to available department for solving problem Telesale (inbound) ➢ Receiving customer call; ➢ Answering for sales; ➢ Guiding service registration procedure ➢ Consulting customer to use the VNPT service; ➢ Receiving customers for registration service; Telemarketing (outbound) ➢ Call to customer registration service; ➢ Call late customer to collect debt according to the available situation; ➢ Remind pre-due debts and overdue debts by SMS message system and direct call based on the list of loans due in the month; ➢ According to the list of potential customers, call to introduce promotions and persuade customer using value-added services on the available line; ➢ Call to take care customer after service installation; ➢ Review reports on call to customer list Symptom: Increase customer stopping FiberVNN Building loyal customers require a company to discriminate Smart companies define the types of customers they seek who would most benefit from the firm's offerings as they are the most likely to stay loyal Also, loyal customers pay back the company in long-term cash flows and generate a stream of referrals Some companies assume that they win customer faith by giving a loyalty award program Nevertheless, companies provide a better deal to new customers than to their old customers Besides, a telecom business may offer brand-new handsets and a reduced-price call plan to draw new customers' attention while past customers are stuck with old handsets and pay more While every firm should aim to build loyal customers, loyalty is not that strong that customers can resist a competitor who shows up with a much stronger value proposition that gives customers everything they now have [4] The profit comes from finding methods to deliver more value to buyers [4], if not the customers will to look for another supplier Searching to the database of VNPT subscriber management system, the customer stopping FiberVNN in HCMC increased for many recent years This is considered to be the main reason to reduce the revenue and profit Figure 4: VNPT subsriber management system Look for Transfer the training content approval from to the manager, including a higher-level time, location, people and leader form Performing Result evaluation Performing depend on Once certified, the training offer strategy will be done There is a need to Submit to the manager the discuss and evaluate the result of training course and results of updated training content Managers Managers, staff Managers implementation after training, to assess the employee's ability to absorb By doing that it will make a more appropriate training method, to build 22 training content in accordance with reality at the Call center 23 5.2 Solution 2: Employ experts to guide the workers of Call center In the current integration stage, the demand for highly qualified workers is required higher, so the company have to organize training for employees Training will give employees a new perspective, a new way of thinking in their work and also a basis for promoting their creativity at work When the workers are qualified to carry out their work, it will lead labor productivity increasing in both quantity and quality Workers are aware of their labor behavior, which will help businesses reduce the number of supervisors in the supervisory department, which every organization always expects because it reduces costs for organization After being trained, the worker will work more confidently with their skills Their skills level is renovated and upgraded to meet the needs of the job Training is to help businesses create competitive advantages for themselves For a newly established company with new and sophisticated machinery and equipment, it requires workers with a new level of ability to operate, so it requires urgent training In contrast, for a long-standing company that already has job analysis, job description, the training problem is to retrain old workers or train new workers In addition, the former workers or new workers new jobs are also training, so the training plays an important role in the development of the business Beside to setting up a specialized training team, the experts should have high qualifications, good skills and knowledge to transfer suitable for employees working in Call center When having to convey a whole new concept to new employees, a great expert will know how to refine and provide key points first, then add the details, the staff can retain information more carefully, for example, the firstly introduce the basic information, then discuss with real life case studies and finally a practical application about studied knowledge While the method of using old employees to train new employees will be less effective, instructors often not have pedagogical knowledge, because of the instructions are not scientific and it is difficult for new employees to acquire good skills, they offen follow the outdated experience In addition, training professionals who impart similar quality to their employees, may establish common standards in the course to work better All employees are trained the same way, they will solve more scientific work situation Through the training courses, it will foster employees with teamwork spirit, more connected with each other 25 5.3.Propose pay Internet charge by credit card In above figure 12 and table 4, the debt customer accounting for 91,11% in total stopping FiberVNN from 2018 up to Apr-2020, because VNPT terminated the contract with customer owed the Internet charge for over months In recent years, the VNPT have many solutions such as: hire an external unit to collect Internet charges at customers' houses, remind consumer to pay, open many charging agents for customers via banks, branchs, etc However, the number of debt customer still doesn’t decrease Nowadays, in some countries like the United States, Australia, Canada, when customers register for postpaid, suppliers require a credit card exchange As a result, this method is convenient for both customers and suppliers Moreover, in the case that customers want to change the registration place, they have to notify the providers By doing that, this will limit the number of debt customer and those who arbitrarily leave the network Payment time period should be relatively quick It’s obvious that the system’s efficience depends on the time frame and the payment amount In addtion, the system’s efficiency is about the maximum number of people could access the platform at the same time to the online order without any failure or overload Furthermore, this method provides some advantages including offering several payment method choices, offer a certain degree of privacy and safe payment system, unchanged cosumer shopping patterns [21] In every last months of the contract, network charges are automatically transferred to the card so that it would be easier and convient for costumers to check their transaction Because the invoices are sent by email, which are no longer printed, the invoices are converted into electronic invoices, it provides an opportunity for costumers checking their action online efficiently In addition, in terms of the providers, they not have to hire employees to collect Intenet charges at customers' houses Therefore, it will reduce the number of debt customers in the future In conclusion, the appropriate solution for current phenomena, which the country is being affected by the Corona pandemic, is encouraging postpaid customers paying via credit card 26 Time schedule Process Purpose Measure Role July, Aug, Sep, Oct, Nov, Dec, 2020 2020 2020 2020 2020 2020 Summarize the Based on the company's Analyzing the goals, plans, necessity of business plan and human strategies, organizational training needs resources, clearly efficiency indicators of identify the need for enterprises including training the person in productivity, quality of charge submits to the work performance, labor Manager director and approves the change rates, labor plan to hire a training discipline etc.Job analysis expert for this staff to clarify tasks, Determining training responsibilities and needs is a process of requirements of knowledge, collecting and analyzing skills, and experience for information to clarify the the person performing the need to improve work job, list the main task tasks, performance results and determining how often identify existing training tasks are performed, as a solution to improve standard sample of job work efficiency and performance, conditions of 26 ability developing with work performance, the each specific staff skills and knowledge Training needs analysis necessary for teaching staff is a systematic process Since then proceed to that identifies and orders organize the appropriate goals, quantifies needs, training programs and determines priorities for training decisions Training and coaching must be helpful for achieving the enterprise's goals better Researching Study about the skills about and knowledge required outsource to accomplish strategic company objectives of the training Manager, HR course Select proper Select organizations outsource which similar with the company purposes and budget of Manager, HR the department 27 Collaborate Partners and trainers with an promote practical outsourcing situations used in the business program Seeking Create a training plan in excellent Call center and submit to manager the manager to sign Implement Do training course Evaluate a Assess the effectiveness Judging and monitoring the training of training through labor training course program quality Subsequently, evaluate the labor quality of enterprises after training to see how the labor level is raised and how well it has met the requirements of business production This action through indicators such as job performance, 28 product quality, or differences in labor productivity and so on, of employees before and after training 29 Support data No Name Working Working experience experience (year) at VNPT Customer care center Manager 25 Male Customer care center Vice Manager Gender Female Position Interview Place of date interview 25 Apr-2020 VNPT HCMC 22 22 Apr-2020 VNPT HCMC Le Thi Nhien Nguyen Bao Lam Ngo Thi Thanh Thao Female Customer care center Vice Manager 24 24 Apr-2020 VNPT HCMC Nguyen Thi Huyen Trang Female Technical assistance Leader 10 10 Apr-2020 VNPT HCMC Luong Thi Minh Thanh Female Customer care Leader 20 20 Apr-2020 VNPT HCMC Nguyen Ngoc Oanh Female Telemarketing Team Leader 20 20 Apr-2020 VNPT HCMC Truong Luong Thu Male Telesale Team Leader 10 10 Apr-2020 VNPT HCMC INTERVIEW TRANSCRIPT Introduction Hi, I’m Huynh Thi Phuong from Saigon Telecom of VNPT HCMC First, I want to say thank you, and I appreciate that you could spend your time joining this interview The interview is about the number of consumers stopping using the VNPT internet, and it might take you about fifteen to twenty minutes After researching the VNPT database management report, the FiberVNN quantity stopping from 2018 to 2020 increases compared to the goal Hence, I would like to interview you to comprehend this problem thoroughly Besides, I'm going to take notes as I don't want to miss any information Thank you for your support 31 Introduce questions - What’s your role in the company you’re working for? - How many years you had been working in VNPT? - What’s your primary responsibility at work? The core ideas - What factors might affect enhancing customer stopping FiberVNN? - What is the leading cause? Why? - Do you know the customer databae has update frequently? - What you think about the necessity of training in your company? - What you think about the impaction of workers’s performance in your team? How? Thank you Questions and answers What’s your role in the company you’re working for? Coding Ms Nhien: My name is Le Thi Nhien – Customer care Manager Customer care Manager Mr Lam: My name is Nguyen Bao Lam - Customer care Vice Manager Customer care Vice Manager Customer Ms Thao: My name is Ngo Thi Thanh Thao - Customer care Vice Manager Technical assistance Leader Ms Trang: My name is Nguyen Thi Huyen Trang - Technical assistance Leader Senior Customer care Leader ail Risk Ms Thanh: My name is Luong Thi Minh Thanh - Senio Customer care Leader Technical assistance Leader Officer Ms Oanh: My name is Nguyen Ngoc Oanh - Telemarketing Team Leader Telemarketing Team Leader Ms Thu: My name is Truong Luong Thu - Telesale Team Leader Telesale Team Leader Category Job Position 32 How many years you had been working at VNPT? Employees’ Ms Nhien: 25 years tenure Mr Lam: 22 years Ms Thao: 24 year Ms Trang: 10 years Ms Thanh: 20 years Ms Oanh: 20 years Mr Thu: 10 year What’s your primary responsibility at work? occupation Ms Nhien: In general, my work is management Customer care Mr Lam: I’m in charge manage in Telemarketing team, support my staff to call sales, help new staff to get used to new working environment Ms Thao: I’m in charge manage in Telesale team, support my staff to call sales, attach new staff to guide them on how to work efficiently Ms Trang: My job is support technical assistance service and attach new staff to show them how to work effectively Ms Thanh: My role is answering questions for taking care, complaint and attach new staff to tell them how to work effectively Ms Oanh: My role is calling to the customer for marketing Ms Thu: My job is responding to questions for customer care 33 What factors might affect enhancing customer stopping FiberVNN? Factors Ms Nhien: In my experience, high stopping FibetVNN is because of the lack of affecting to skills in Customer care center Otherwise, many customers don’t remember the Unresponsive debt recovery skills customer VNPT hotline 800126 -18001166 when thay have problem increase Ms Trang: In my opinion, good customer care, receiving customer feedback, stopping timely solving problem are the important factors contributing to improving FiberVNN service quality, reducing complaints, retaining customers and bringing a stable Increase the complaint in the source of revenue for the company Besides, customers leave the service, not Increase unsatisfied customer HCMC return the equipment, causing equipment losses, leading to increased terminal The weakness of staff costs affecting the company's profits Ms Thao: In my opinion, good technical assistance service helps customers Lacking of skills for taking care customer immediately handle common technical errors, soft and soft talking will make customers less angry, as well as advice on fast registration procedures, making customers satisfied with service What is the leading cause? Why? Main factor Ms Thanh: I assume that take care customer’s skill in Call center is the main factor Lack of skills for taking care customer affecting to affect to the customer loyalty, because increasing the stopping FiberVNN increase Ms Thu: I think our policy is suited to the company’s plan; thus, the remaining Lack of communication skills stopping problem is the skill of taking care of customers, which is very important to help FiberVNN the customer use stable service and avoid complaints Also, many new staffs start 34 to work without guiding documents and the firm doesn’t have a training group to poor skills for sales and marketing practice for new ones and instructing contemporary staff Ms Trang: With my experience, I believe the most reasonable factor that made a decrease loyal customer is the skills of customer care and sales With Internet debt, they easily complain, which results in a raise in stopping VNPT service Do you know the customer databae has update frequently? Group Ms Thu: No, the customer information is not update, so that setting up a customer Current staff train new workers focusing on information management database is a very important factor to collect information, training analyze and evaluate the effectiveness of sales activities and better customer care Ms OAnh: No, up to now, when a new employee, new policy, new program, a new product has been implemented, the leader trains them and shows them the basic knowledge or skills to work with customers Workers are trained right from the beginning steps with the purpose of making them more self- confident at work What you think about the necessity of training in your company? Ms Oanh; With the nature of work that generally communicates with customers, if funding conditions allow, I think we should have training program Unless the The Should have training importance of training staff has had the training, either the team or the company will come down with more unsatisfactory performance 35 Ms Thu: I assume that training is significant for my job as I had been through Employees need to be trained in order to many difficulties when I first started working for my company get used to the job Mr Lam: It’s obvious that training is essential in the Call center What you think about the impaction of workers’s performance in your team? How? Well-qualified employees, who dealing Ms Thao: This measure improves staff with a better understanding of the work, a with the tasks well, would attract confidence at work, skill of tackling problems and so on in the long run satisfaction customers and contribute to Ms Nhien: Obviously! The hiring expert activities is essential Qualified trainers increase the company’s image and ability are the main factors affecting the quality of instruction 36 REFERENCES About VNPT http://vnpt.vn/Default.aspx?alias=vnpt.vn/en Chính thức mắt Tổng Công ty Dịch vụ Viễn thông VNPT-VinaPhone http://www.bemecmedia.vn/tin-tuc-su-kien/chinh-thuc-ra-mat-tong-cong-ty-dich-vuvien-thong-vnptvinaphone.htm Giới thiệu VNPT Thành phố Hồ Chí Minh https://vnpt-vinaphone.net/index.php/en/ Kotler, P., Maketing Insights From A to Z Jakarta: Erlangga, 2005 Cronin Jr, J.J and S.A Taylor, Measuring service quality: a reexamination and extension Journal of marketing, 1992 56(3): p 55-68 Taylor, P., et al., Work organization, control and the experience of work in call centres Work, employment and society, 2002 16(1): p 133-150 Koskela, H., Customer satisfaction and loyalty in after sales service: Modes of care in telecommunications systems delivery 2002: Helsinki University of Technology Dean, A.M., The impact of the customer orientation of call center employees on customers' affective commitment and loyalty Journal of Service Research, 2007 10(2): p 161-173 Ahmad, A., K Jehanzeb, and S.A.H Alkelabi, Role of learning theories in training while training the trainers International Journal of Academic Research in Business and Social Sciences, 2012 2(11): p 181 10 Timsal, A., M Awais, and O Shoaib, On job Training and Its Effectiveness: An Employee Perspective 2016 11 Chen, T.-Y., P.-L Chang, and C.-W Yeh, The study of career needs, career development programmes and job satisfaction levels of R&D personnel: the case of Taiwan 2010 12 Orokov, B., D Durning, and S Pushkarev, EMPLOYEE TRAINING AND DEVELOPMENT IN KYRGYZSTAN: LENINSKOYE VILLAGE GOVERNMENT 13 Jr., W.A., et al., Effectiveness of Training in Organizations: A Meta-Analysis of Design and Evaluation Features 2003 14 Cắt giảm chi phí đào tạo nguồn nhân lực, khó hay dễ? By Hieu Nguyen on 28/12/2016 https://kynabiz.vn/bai-viet/giam-chi-phi-dao-tao-nguon-nhanluc.html 15 Zahay, D., Successful B2B customer database management The Journal of Business & Industrial Marketing, 2008 23(4): p 264 16 Hoffer, J.A., V Ramesh, and H Topi, Modern database management 2011: Upper Saddle River, NJ: Prentice Hall 17 Tismal, A., M Awais, and O Shoaib, On job training and its effectiveness: An employee perspective South Asian Journal of Banking and Social Sciences, 2016 2(1): p 1-22 18 Sahinidis, A.G and J Bouris, Employee perceived training effectiveness relationship to employee attitudes Journal of European Industrial Training, 2008 32(1): p 63-76 19 Wardrope, W.J., Department chairs' perceptions of the importance of business communication skills Business Communication Quarterly, 2002 65(4): p 60-72 20 Elnaga, A and A Imran, The effect of training on employee performance European journal of Business and Management, 2013 5(4): p 137-147 21 Lung, C.K., et al., Internet Payment Methods: Mechanism, Application, and Experimentation Department of Computer Science and Engineering, 1999 37 ...UNIVERSITY OF ECONOMICS HO CHI MINH CITY International School of Business Huynh Thi Phuong POOR TRAINING SKILLS OF CUSTOMER CARE AND SUPPORT CENTER AT VNPT HO CHI MINH CITY MASTER OF. .. of Ho Chi Minh telecommunications Whatever you need we meet and be assured of the quality of service [3] 1.2 Business center of VNPT Ho Chi Minh City Bussiness center of VNPT Ho Chi Minh city at. .. VNPT Ho Chi Minh City, a provider of Telecommunications and Information Technology services in the market of Ho Chi Minh City We are serving millions of customers and have become close friends of