In Vietnam’s dynamic job market, the use of external staffing providers is increasingly common, particularly among organizations seeking to optimize operations and reduce the burden on their HR resources. In this article, Manpower Vietnam will explain about the staffing service, how it supports the customer service function, and show why more businesses are turning to this model as an effective workforce solution.
Why hiring for customer service is challenging
One of the most in-demand staffing requests lies in the customer service function, where demand continues to outpace supply. In fact, 15% of employers across the Asia-Pacific region report difficulty in finding talent with front-office and customer-facing skills. As frontline employees, customer service representatives play a crucial role in shaping customer experience and brand loyalty, making them vital to business success.
This challenge is further compounded by the growing recognition that personalized customer service is among the essential human capabilities that cannot be easily replicated by AI, as reported by one-third of global employers. This intensifies the pressure on businesses to recruit and secure qualified talent in an ever-changing market.
However, attracting the right talent is easier said than done. These roles demand a combination of communication skills, technical skills, problem-solving ability, and emotional intelligence. With growing demand across sectors like e-commerce, retail, logistics, and finance, businesses often face a shortage of qualified candidates, especially those with bilingual skills or prior experience.
This talent gap, combined with high turnover rates, puts pressure on companies to hire quickly without compromising quality.
How can staffing service support with this function
What staffing service is
The staffing service directly connects qualified workers with employers. More than just matchmaking, the service provider supports its clients in interviewing, onboarding, payrolling, and handling employee relations. Staffing is useful if you want:
Urgent help during peak seasons.
Extra support for special projects.
Labor for short-term needs.
Thanks to the wide network and deep insight of the local market, Manpower Vietnam’s expert team will help you find the best-fit customer service staff to fulfill any given tasks.
How it works
Sourcing and Screening
The staffing operation team starts by understanding the client’s hiring needs. Then, the service provider uses their internal database, industry connections, and recruitment tools & technologies to search for qualified candidates. This helps:
Reduce workload: Companies don't waste time sorting through hundreds of applications manually.
Higher candidate quality: The initial sourcing and screening process ensures candidates meet both job and cultural fit requirements.
Faster hiring process: The expertise and deep talent pools allow the profiles to be delivered within hours, not days or weeks.
Interviewing and Selecting Candidates
After shortlisting the candidates, the agency also takes care of interviewing and evaluating qualified candidates. For a customer service position, as an example, Manpower Vietnam will seek from our candidates:
Customer-centric mindset: Beyond technical skills, we prioritize individuals who care about delivering positive experiences with every interaction.
Problem-solving skills: Dealing with different customers is not an easy task. Mastering this skill helps solve frustrating situations and increase customer satisfaction.
Adaptability and fast learning: In a market where processes and customer expectations constantly change, the ability to quickly understand products, services, and internal systems is essential.
Persistence and a proactive attitude: We value candidates who do not give up easily when faced with challenges. They should also commit to finding solutions for complex problems.
Professional recruiters from Manpower Vietnam will evaluate both technical and soft skills to find and recommend the best match. This stage matters due to:
Structured evaluation: With experience in the HR field and award-winning technologies, candidates will be assessed based on proven methods to identify real capabilities and avoid unconscious bias.
Shorten time-to-hires: Clients will no longer be flooded with dozens of CVs. Instead, they receive a shortlist of qualified candidates. This improves both recruitment speed and success rates.
Onboarding, Paperwork, and Labor Relations
Once candidates are selected, the agency will provide all the necessary paperwork, including contracts, personal documents, and so on. It also provides onboarding support and resolves any labor relation issues (employee rights, hours worked, etc.). This step brings tons of benefits to the client company:
Better experience for new hires: This onboarding support helps new employees understand the mission and vision faster, allowing them to start getting to work quicker.
No HR bottlenecks: All contracts and other paperwork are handled by professionals. This allows the internal HR team to focus on higher priorities instead of administrative work for new personnel
Payroll and Taxes
Finance and taxes have always been a great challenge in Vietnam’s complex market. But with the staffing service, the service provider acts as the legal employer. They are responsible for calculating salaries, managing tax and insurance, and processing payments for the employees. With this service, business owners have
Fully managed payroll: Reduce the work in the company's accounting department.
Accurate tax calculation: Ensure compliance with the local tax laws, reducing any legal risks that our customers might face.
Controlling costs: We offer optimized payroll solutions that reduce hidden or unnecessary expenses.
For customer service departments, teams scale up or down quickly based on volume, making a flexible and compliant payroll system crucial.
Clients’ responsibilities
When using staffing service, the company will track labor attendance, productivity, and manage performance, while the vendor takes care of administrative and compliance work. It's a convenient and time-saving solution to specific, flexible, short-term, or urgent needs.
Why are more businesses choosing staffing services?
Saving cost
Hiring and maintaining an in-house customer service team involves more than just paying salaries. The cost to advertise job posts, build employer branding, employees' paperwork, and other hidden expenses quickly adds up. For short-term, fluctuating, or seasonal needs, monitoring them is challenging.
Staffing services help reduce those overheads by acting as the legal employer. The entire employment cycle is managed, allowing companies to avoid unnecessary spending. Manpower Vietnam also advises client companies with optimized finance strategies and the right workforce solutions for each of their cases.
Convenience and flexibility
The staffing service is useful for companies that have short-term projects or urgent tasks that require extra personnel. The agency will oversee every stage in the recruitment process, ensuring that those who pass can handle the work perfectly. They also handle legal factors and other paperwork for new workers. This prevents:
Unnecessary pressure on internal teams.
Drives focus away from strategic tasks.
Access to a wider talent pool
One of the greatest challenges for companies when recruiting is not being able to target the right group of candidates. This reduces the chance of reaching those who have what it takes and are open to changing jobs.
For HR solution agencies, their strengths lie in the existing database and local market expertise. They can shortlist candidates and advise on what to offer to secure the right talent. This process optimizes recruitment efficiency and ensures labor quality.
Possible challenges with staffing service
Staffing services might not be an optimal option in certain cases. Using this service for long-term work might cause trouble for business owners:
Reduced internal workforce control: Relying on external providers for the entire employment cycle may limit the client company's understanding of the workforce. This raises potential risks for their future indoor recruitment.
Potential communication gaps: Miscommunication between agencies and their client companies can lead to candidates not meeting the clients’ expectations. This significantly affects the work output and harms the agency’s reputation.
However, many of these risks can be minimized when working with experienced and reputable staffing providers like Manpower Vietnam.
Why you should choose Manpower Vietnam’s staffing service
With 75+ years of operating globally and 17+ years of recruitment and staffing experience in Vietnam, Manpower Vietnam has supported more than five hundred enterprises every year with flexible and innovative workforce solutions. This enables them to win in a changing world of work.
By leveraging our database, we can help you find the best-fit workers across various industries & functions. We prioritize optimizing your workforce and your business resources at the same time, giving you peace of mind while focusing on core operations.
If your business needs support in finding qualified workers for your customer service department, you can find more information about our Staffing service or other workforce services HERE.