Solutions to improve the human resource quality of the Customer Care Center - Ho Chi Minh City Power Corporation

The Fourth Industrial Revolution (Industry 4.0) has been taking place all over the world and it has had a strong impact on all socio-economic and cultural activities. To implement the Electricity of Vietnam’s orientation of digitalizing electricity services with multi-channel customer support, the Customer Care Center of Ho Chi Minh City Power Corporation (EVNHCMC) has digitalized its customer services. This digital transformation process requires the center’s employees have to improve their capacities to meet the set tasks. By studying the current human resource quality of the EVNHCMC’s Customer Care Center, this study proposes solutions to develop the Customer Care Center’s human resource in the coming time.