{"id":6693,"date":"2019-09-12T11:23:44","date_gmt":"2019-09-12T04:23:44","guid":{"rendered":"https:\/\/bellbell24vietnam.vn\/?p=6693"},"modified":"2025-09-03T10:33:33","modified_gmt":"2025-09-03T03:33:33","slug":"what-is-a-call-center","status":"publish","type":"post","link":"https:\/\/bell24vietnam.vn\/en\/knowledge\/what-is-a-call-center\/","title":{"rendered":"WHAT IS A CALL CENTER? HOW TO SET UP, OPERATE, EVALUATE."},"content":{"rendered":"<h2>What is Call Center?<\/h2>\n<p>A call center is a business's call center, capable of receiving, processing, and handling multiple calls simultaneously, often used to perform activities. <span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/knowledge\/what-is-customer-care\/\" target=\"_blank\" rel=\"noopener\">customer service<\/a><\/span>Sales. It can be considered an important channel of communication between customers and businesses.<\/p>\n<p><img fetchpriority=\"high\" decoding=\"async\" class=\"alignnone wp-image-19549 size-large\" src=\"https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2019\/09\/call-center-la-gi-1024x554.png\" alt=\"What is a call center?\" width=\"1024\" height=\"554\" srcset=\"https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2019\/09\/call-center-la-gi-1024x554.png 1024w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2019\/09\/call-center-la-gi-300x162.png 300w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2019\/09\/call-center-la-gi-768x416.png 768w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2019\/09\/call-center-la-gi-1536x831.png 1536w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2019\/09\/call-center-la-gi-2048x1108.png 2048w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2019\/09\/call-center-la-gi-18x10.png 18w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/p>\n<h2>Call Center Application.<\/h2>\n<p style=\"text-align: justify;\"><span style=\"color: #000000;\">With superior call support features, call centers are often used to.<\/span><\/p>\n<ul style=\"text-align: justify;\">\n<li><span style=\"color: #000000;\">Customer care,<\/span><span style=\"color: #000000;\"> Customer surveys, consulting, and information provision.<\/span><\/li>\n<li><span style=\"color: #000000;\">Telesales. t<\/span><span style=\"color: #000000;\">elemarketing, schedule an appointment.<\/span><\/li>\n<\/ul>\n<p><a href=\"https:\/\/bell24vietnam.vn\/en\/call-center\/\" target=\"_blank\" rel=\"noopener\"><img decoding=\"async\" class=\"aligncenter wp-image-19517 size-large\" src=\"https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2019\/09\/A\u0309nh-chu\u0323p-Ma\u0300n-hi\u0300nh-2024-12-16-lu\u0301c-15.53.47-1024x633.png\" alt=\"Call center operations\" width=\"1024\" height=\"633\" srcset=\"https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2019\/09\/A\u0309nh-chu\u0323p-Ma\u0300n-hi\u0300nh-2024-12-16-lu\u0301c-15.53.47-1024x633.png 1024w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2019\/09\/A\u0309nh-chu\u0323p-Ma\u0300n-hi\u0300nh-2024-12-16-lu\u0301c-15.53.47-300x185.png 300w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2019\/09\/A\u0309nh-chu\u0323p-Ma\u0300n-hi\u0300nh-2024-12-16-lu\u0301c-15.53.47-768x475.png 768w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2019\/09\/A\u0309nh-chu\u0323p-Ma\u0300n-hi\u0300nh-2024-12-16-lu\u0301c-15.53.47-1536x950.png 1536w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2019\/09\/A\u0309nh-chu\u0323p-Ma\u0300n-hi\u0300nh-2024-12-16-lu\u0301c-15.53.47-18x12.png 18w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2019\/09\/A\u0309nh-chu\u0323p-Ma\u0300n-hi\u0300nh-2024-12-16-lu\u0301c-15.53.47.png 1572w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/a><\/p>\n<h2>Why is Call center popular?<\/h2>\n<p style=\"text-align: justify;\"><span style=\"color: #000000;\">Before call centers came into existence, businesses had to manually receive and handle customer calls. But imagine receiving thousands of calls every day. At this point, a system is needed to handle the enormous workload, and that is why Call Centers emerged with a range of superior calling features.<\/span><\/p>\n<h2>Call Center Features.<\/h2>\n\n<table id=\"tablepress-tinhnangcallcenter\" class=\"tablepress tablepress-id-tinhnangcallcenter\">\n<thead>\n<tr class=\"row-1\">\n\t<th class=\"column-1\">Features<\/th><th class=\"column-2\">Function<\/th><th class=\"column-3\">Detail<\/th>\n<\/tr>\n<\/thead>\n<tbody class=\"row-striping row-hover\">\n<tr class=\"row-2\">\n\t<td class=\"column-1\">IVR<\/td><td class=\"column-2\">Automatic voice interaction via telephone, by playing a pre-recorded audio clip<\/td><td class=\"column-3\"><a href=\"https:\/\/bell24vietnam.vn\/en\/knowledge\/what-is-ivr\/\" target=\"_blank\">Link<\/a><\/td>\n<\/tr>\n<tr class=\"row-3\">\n\t<td class=\"column-1\">ACD<\/td><td class=\"column-2\">Distribute calls to the appropriate employees<\/td><td class=\"column-3\"><a href=\"https:\/\/bell24vietnam.vn\/en\/knowledge\/what-is-acd\/\">Link<\/a><\/td>\n<\/tr>\n<tr class=\"row-4\">\n\t<td class=\"column-1\">Skill-based routing<\/td><td class=\"column-2\">Call routing based on operator skills<\/td><td class=\"column-3\"><a href=\"https:\/\/bell24vietnam.vn\/en\/knowledge\/skill-based-routing\/\" target=\"_blank\">Link<\/a><\/td>\n<\/tr>\n<tr class=\"row-5\">\n\t<td class=\"column-1\">Customer Management<\/td><td class=\"column-2\">Store and manage customer information, sales data, and interaction history using CRM<\/td><td class=\"column-3\"><a href=\"https:\/\/bell24vietnam.vn\/en\/knowledge\/crm\/\" target=\"_blank\">Link<\/a><\/td>\n<\/tr>\n<tr class=\"row-6\">\n\t<td class=\"column-1\">Auto call<\/td><td class=\"column-2\">Automatically dial a list of numbers without manually dialing each number.<\/td><td class=\"column-3\"><a href=\"https:\/\/bell24vietnam.vn\/en\/technology\/auto-call-application\/\">Link<\/a><\/td>\n<\/tr>\n<tr class=\"row-7\">\n\t<td class=\"column-1\">Report<\/td><td class=\"column-2\">Report on ticket status, agent performance, and predefined metrics in the system<\/td><td class=\"column-3\">Updating<\/td>\n<\/tr>\n<tr class=\"row-8\">\n\t<td class=\"column-1\">Monitoring<\/td><td class=\"column-2\">Monitor calls in real time. Allow listening in or intervening in ongoing calls.<\/td><td class=\"column-3\">Updating<\/td>\n<\/tr>\n<tr class=\"row-9\">\n\t<td class=\"column-1\">Speech analysis<\/td><td class=\"column-2\">Analyzing call information based on voice<\/td><td class=\"column-3\"><a href=\"https:\/\/bell24vietnam.vn\/en\/technology\/speech-analysis-call-center\/\">Link<\/a><\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<!-- #tablepress-tinhnangcallcenter from cache -->\n<h2>Build a Call Center.<\/h2>\n<p style=\"text-align: justify;\"><span style=\"color: #000000;\">To build a complete Call Center, the following steps are required.<\/span><\/p>\n<p><img decoding=\"async\" class=\"aligncenter wp-image-19555 size-full\" src=\"https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2019\/09\/BSV_8buoc.jpg\" alt=\"Build a call center\" width=\"800\" height=\"566\" srcset=\"https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2019\/09\/BSV_8buoc.jpg 800w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2019\/09\/BSV_8buoc-300x212.jpg 300w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2019\/09\/BSV_8buoc-768x543.jpg 768w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2019\/09\/BSV_8buoc-18x12.jpg 18w\" sizes=\"(max-width: 800px) 100vw, 800px\" \/><\/p>\n\t\t<div data-elementor-type=\"container\" data-elementor-id=\"19538\" class=\"elementor elementor-19538\" data-elementor-post-type=\"elementor_library\">\n\t\t\t\t<div class=\"elementor-element elementor-element-4ac134a e-flex e-con-boxed e-con e-parent\" data-id=\"4ac134a\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-435cd8e elementor-widget elementor-widget-n-accordion\" data-id=\"435cd8e\" data-element_type=\"widget\" data-settings=\"{&quot;max_items_expended&quot;:&quot;multiple&quot;,&quot;default_state&quot;:&quot;expanded&quot;,&quot;n_accordion_animation_duration&quot;:{&quot;unit&quot;:&quot;ms&quot;,&quot;size&quot;:400,&quot;sizes&quot;:[]}}\" data-widget_type=\"nested-accordion.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"e-n-accordion\" aria-label=\"Accordions. Open links with Enter or Space, close with Escape, and navigate with Arrow Keys\">\n\t\t\t\t\t\t<details id=\"e-n-accordion-item-7060\" class=\"e-n-accordion-item\" open>\n\t\t\t\t<summary class=\"e-n-accordion-item-title\" data-accordion-index=\"1\" tabindex=\"0\" aria-expanded=\"true\" aria-controls=\"e-n-accordion-item-7060\" >\n\t\t\t\t\t<span class='e-n-accordion-item-title-header'><h3 class=\"e-n-accordion-item-title-text\"> 1. Identify needs and objectives <\/h3><\/span>\n\t\t\t\t\t\t\t<span class='e-n-accordion-item-title-icon'>\n\t\t\t<span class='e-opened' ><svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-minus\" viewbox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h384c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t\t<span class='e-closed'><svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-plus\" viewbox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H272V64c0-17.67-14.33-32-32-32h-32c-17.67 0-32 14.33-32 32v144H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h144v144c0 17.67 14.33 32 32 32h32c17.67 0 32-14.33 32-32V304h144c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t<div role=\"region\" aria-labelledby=\"e-n-accordion-item-7060\" class=\"elementor-element elementor-element-e1f42fd e-con-full e-flex e-con e-child\" data-id=\"e1f42fd\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-5adfd82 elementor-widget elementor-widget-text-editor\" data-id=\"5adfd82\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><strong>Identify specific needs and objectives:<\/strong> Customer service, sales, cost optimization, etc.<\/p><p><strong>Call center type:<\/strong><\/p><ul><li>Inbound: Receiving customer calls<\/li><li>Outbound: Outgoing calls<\/li><li>Hybrid: combining both<\/li><\/ul><p><strong>Scale:<\/strong> Calculate the number of employees and infrastructure needed to handle the interaction volume.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/details>\n\t\t\t\t\t\t<details id=\"e-n-accordion-item-7061\" class=\"e-n-accordion-item\" >\n\t\t\t\t<summary class=\"e-n-accordion-item-title\" data-accordion-index=\"2\" tabindex=\"-1\" aria-expanded=\"false\" aria-controls=\"e-n-accordion-item-7061\" >\n\t\t\t\t\t<span class='e-n-accordion-item-title-header'><h3 class=\"e-n-accordion-item-title-text\"> 2. Budget allocation <\/h3><\/span>\n\t\t\t\t\t\t\t<span class='e-n-accordion-item-title-icon'>\n\t\t\t<span class='e-opened' ><svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-minus\" viewbox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h384c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t\t<span class='e-closed'><svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-plus\" viewbox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H272V64c0-17.67-14.33-32-32-32h-32c-17.67 0-32 14.33-32 32v144H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h144v144c0 17.67 14.33 32 32 32h32c17.67 0 32-14.33 32-32V304h144c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t<div role=\"region\" aria-labelledby=\"e-n-accordion-item-7061\" class=\"elementor-element elementor-element-f904e4b e-con-full e-flex e-con e-child\" data-id=\"f904e4b\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-31d2676 elementor-widget elementor-widget-text-editor\" data-id=\"31d2676\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Determine the costs of building and maintaining the switchboard, including:<\/p><ul><li><strong>Infrastructure:<\/strong> Rent office space, desks, chairs, etc.<\/li><li><strong>Hardware:<\/strong> Computers, phones, headphones, servers, and other connected devices.<\/li><li><strong>Software:<\/strong> Software development or licensing fees (typically including: Call center software, CRM, other supporting software)<\/li><li><strong>Staff:<\/strong> Salary, insurance, other benefits, etc.<\/li><li><strong>Operating costs:<\/strong> Electricity, water, internet, phone bills, maintenance fees.<\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/details>\n\t\t\t\t\t\t<details id=\"e-n-accordion-item-7062\" class=\"e-n-accordion-item\" >\n\t\t\t\t<summary class=\"e-n-accordion-item-title\" data-accordion-index=\"3\" tabindex=\"-1\" aria-expanded=\"false\" aria-controls=\"e-n-accordion-item-7062\" >\n\t\t\t\t\t<span class='e-n-accordion-item-title-header'><h3 class=\"e-n-accordion-item-title-text\"> 3. Prepare technical infrastructure <\/h3><\/span>\n\t\t\t\t\t\t\t<span class='e-n-accordion-item-title-icon'>\n\t\t\t<span class='e-opened' ><svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-minus\" viewbox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h384c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t\t<span class='e-closed'><svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-plus\" viewbox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H272V64c0-17.67-14.33-32-32-32h-32c-17.67 0-32 14.33-32 32v144H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h144v144c0 17.67 14.33 32 32 32h32c17.67 0 32-14.33 32-32V304h144c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t<div role=\"region\" aria-labelledby=\"e-n-accordion-item-7062\" class=\"elementor-element elementor-element-20ca567 e-con-full e-flex e-con e-child\" data-id=\"20ca567\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-c4154e7 elementor-widget elementor-widget-text-editor\" data-id=\"c4154e7\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<ul><li><strong>Infrastructure:<\/strong> Location, tables, chairs, etc.<\/li><li><strong>Hardware:<\/strong> Computers, phones, headphones, servers, and other connected devices.<\/li><li><strong>Software:<\/strong> Software development or licensing fees (typically including: Call center software, CRM, other supporting software)<\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/details>\n\t\t\t\t\t\t<details id=\"e-n-accordion-item-7063\" class=\"e-n-accordion-item\" >\n\t\t\t\t<summary class=\"e-n-accordion-item-title\" data-accordion-index=\"4\" tabindex=\"-1\" aria-expanded=\"false\" aria-controls=\"e-n-accordion-item-7063\" >\n\t\t\t\t\t<span class='e-n-accordion-item-title-header'><h3 class=\"e-n-accordion-item-title-text\"> 4. Human Resources Plan <\/h3><\/span>\n\t\t\t\t\t\t\t<span class='e-n-accordion-item-title-icon'>\n\t\t\t<span class='e-opened' ><svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-minus\" viewbox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h384c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t\t<span class='e-closed'><svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-plus\" viewbox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H272V64c0-17.67-14.33-32-32-32h-32c-17.67 0-32 14.33-32 32v144H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h144v144c0 17.67 14.33 32 32 32h32c17.67 0 32-14.33 32-32V304h144c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t<div role=\"region\" aria-labelledby=\"e-n-accordion-item-7063\" class=\"elementor-element elementor-element-6e55dfc e-con-full e-flex e-con e-child\" data-id=\"6e55dfc\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-a20d7ef elementor-widget elementor-widget-text-editor\" data-id=\"a20d7ef\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Depending on the call center's objectives, the structure and scale of personnel vary. Many call centers estimate the number of personnel based on (1) <span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/?p=19539&amp;preview=true\" target=\"_blank\" rel=\"noopener\">call volume<\/a><\/span>, (2)<span style=\"color: #ff6600;\"> <a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/van-hanh\/reduce-call-handling-time\/\">Average call handling time.<\/a><\/span><\/p><p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-19542 size-large\" src=\"https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2024\/12\/so-do-call-center-1024x745.jpg\" alt=\"so do call center\" width=\"1024\" height=\"745\" srcset=\"https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2024\/12\/so-do-call-center-1024x745.jpg 1024w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2024\/12\/so-do-call-center-300x218.jpg 300w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2024\/12\/so-do-call-center-768x559.jpg 768w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2024\/12\/so-do-call-center-18x12.jpg 18w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2024\/12\/so-do-call-center.jpg 1089w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/details>\n\t\t\t\t\t\t<details id=\"e-n-accordion-item-7064\" class=\"e-n-accordion-item\" >\n\t\t\t\t<summary class=\"e-n-accordion-item-title\" data-accordion-index=\"5\" tabindex=\"-1\" aria-expanded=\"false\" aria-controls=\"e-n-accordion-item-7064\" >\n\t\t\t\t\t<span class='e-n-accordion-item-title-header'><h3 class=\"e-n-accordion-item-title-text\"> 5. Operating procedures <\/h3><\/span>\n\t\t\t\t\t\t\t<span class='e-n-accordion-item-title-icon'>\n\t\t\t<span class='e-opened' ><svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-minus\" viewbox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h384c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t\t<span class='e-closed'><svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-plus\" viewbox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H272V64c0-17.67-14.33-32-32-32h-32c-17.67 0-32 14.33-32 32v144H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h144v144c0 17.67 14.33 32 32 32h32c17.67 0 32-14.33 32-32V304h144c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t<div role=\"region\" aria-labelledby=\"e-n-accordion-item-7064\" class=\"elementor-element elementor-element-8abe447 e-con-full e-flex e-con e-child\" data-id=\"8abe447\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-0132ef3 elementor-widget elementor-widget-text-editor\" data-id=\"0132ef3\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<ul><li><strong>Develop a call handling process<\/strong><\/li><li><strong>Processes, evaluation standards, and performance reports.<\/strong><\/li><li><strong>Call script:<\/strong> Standardize the content of exchanges.<\/li><li><strong>Contingency plans in case of an incident:<\/strong> Reconnect, resolve customer complaints.<\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/details>\n\t\t\t\t\t\t<details id=\"e-n-accordion-item-7065\" class=\"e-n-accordion-item\" >\n\t\t\t\t<summary class=\"e-n-accordion-item-title\" data-accordion-index=\"6\" tabindex=\"-1\" aria-expanded=\"false\" aria-controls=\"e-n-accordion-item-7065\" >\n\t\t\t\t\t<span class='e-n-accordion-item-title-header'><h3 class=\"e-n-accordion-item-title-text\"> 6. Recruitment and Training Plan <\/h3><\/span>\n\t\t\t\t\t\t\t<span class='e-n-accordion-item-title-icon'>\n\t\t\t<span class='e-opened' ><svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-minus\" viewbox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h384c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t\t<span class='e-closed'><svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-plus\" viewbox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H272V64c0-17.67-14.33-32-32-32h-32c-17.67 0-32 14.33-32 32v144H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h144v144c0 17.67 14.33 32 32 32h32c17.67 0 32-14.33 32-32V304h144c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t<div role=\"region\" aria-labelledby=\"e-n-accordion-item-7065\" class=\"elementor-element elementor-element-c01ba02 e-con-full e-flex e-con e-child\" data-id=\"c01ba02\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-a9a955e elementor-widget elementor-widget-text-editor\" data-id=\"a9a955e\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Based on the objectives and call center operations, develop a recruitment and training plan.<\/p><p><strong>Recruitment<\/strong><\/p><ul><li>Determine the number and roles of employees and plan recruitment.<\/li><li>Develop job descriptions and recruitment criteria.<\/li><\/ul><p><strong>Train<\/strong><\/p><ul><li>Training program on knowledge, professional skills, and entry-level skills.<\/li><li>Monitoring and post-training evaluation.<\/li><li>Retraining and advanced training during employment.<\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/details>\n\t\t\t\t\t\t<details id=\"e-n-accordion-item-7066\" class=\"e-n-accordion-item\" >\n\t\t\t\t<summary class=\"e-n-accordion-item-title\" data-accordion-index=\"7\" tabindex=\"-1\" aria-expanded=\"false\" aria-controls=\"e-n-accordion-item-7066\" >\n\t\t\t\t\t<span class='e-n-accordion-item-title-header'><h3 class=\"e-n-accordion-item-title-text\"> 7. Call center monitoring and optimization plan <\/h3><\/span>\n\t\t\t\t\t\t\t<span class='e-n-accordion-item-title-icon'>\n\t\t\t<span class='e-opened' ><svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-minus\" viewbox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h384c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t\t<span class='e-closed'><svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-plus\" viewbox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H272V64c0-17.67-14.33-32-32-32h-32c-17.67 0-32 14.33-32 32v144H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h144v144c0 17.67 14.33 32 32 32h32c17.67 0 32-14.33 32-32V304h144c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t<div role=\"region\" aria-labelledby=\"e-n-accordion-item-7066\" class=\"elementor-element elementor-element-6235cc2 e-con-full e-flex e-con e-child\" data-id=\"6235cc2\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-ef03f2c elementor-widget elementor-widget-text-editor\" data-id=\"ef03f2c\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Businesses can measure Call Center performance through\u00a0<strong>KPIs<\/strong> proposed. The evaluation criteria will differ between the Customer Care Center and Sales.<\/p><p>Call centers implemented through outsourcing will measure their operational effectiveness based on:<\/p><ul><li>Cost per call<\/li><li>Revenue &amp; Profit Achieved<\/li><li>Number of completed calls<\/li><li>Customer waiting time<\/li><li>Missed call<\/li><li>Time for discussion, etc.<\/li><\/ul><p><strong>See also:<\/strong>\u00a0<span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/van-hanh\/call-center-standard\/\">Common standard indicators for Call center<\/a><\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/details>\n\t\t\t\t\t\t<details id=\"e-n-accordion-item-7067\" class=\"e-n-accordion-item\" >\n\t\t\t\t<summary class=\"e-n-accordion-item-title\" data-accordion-index=\"8\" tabindex=\"-1\" aria-expanded=\"false\" aria-controls=\"e-n-accordion-item-7067\" >\n\t\t\t\t\t<span class='e-n-accordion-item-title-header'><h3 class=\"e-n-accordion-item-title-text\"> 8. Legal compliance and security <\/h3><\/span>\n\t\t\t\t\t\t\t<span class='e-n-accordion-item-title-icon'>\n\t\t\t<span class='e-opened' ><svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-minus\" viewbox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h384c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t\t<span class='e-closed'><svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-plus\" viewbox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H272V64c0-17.67-14.33-32-32-32h-32c-17.67 0-32 14.33-32 32v144H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h144v144c0 17.67 14.33 32 32 32h32c17.67 0 32-14.33 32-32V304h144c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t<div role=\"region\" aria-labelledby=\"e-n-accordion-item-7067\" class=\"elementor-element elementor-element-b0ed935 e-con-full e-flex e-con e-child\" data-id=\"b0ed935\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-7e1fdcd elementor-widget elementor-widget-text-editor\" data-id=\"7e1fdcd\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Develop legal compliance and data security regulations for the government and relevant parties.<\/p><p><strong>Some effective solutions:<\/strong><\/p><ul><li>Develop work processes and information security in accordance with ISO 27001 standards.<\/li><li>Secure user information using tools (mask phone numbers, emails, etc.).<\/li><li>Access permissions based on device or employee level.<\/li><li>Obtain the customer's 'consent' to make advertising calls (in accordance with Decree 91\/2020\/N\u0110-CP of the government).<\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/details>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\n<h2>Call Center Operation Process.<\/h2>\n<p style=\"text-align: justify;\"><img decoding=\"async\" style=\"display: block; margin-left: auto; margin-right: auto;\" src=\"https:\/\/file.hstatic.net\/1000400311\/file\/quy-trinh-call-center_09ac73294efa43be8677a14ce0840148.jpg\" alt=\"call center operation process\" \/><\/p>\n<p><strong>See also:<\/strong> <span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/van-hanh\/call-center-standard\/\" target=\"_blank\" rel=\"noopener\">Call center metrics and evaluations<\/a><\/span><\/p>\n<h2>Forms of call center deployment<\/h2>\n<p>There are three common types: in-house call centers, outsourced call centers, and offshore call centers.<\/p>\n\n<table id=\"tablepress-1\" class=\"tablepress tablepress-id-1\">\n<thead>\n<tr class=\"row-1\">\n\t<th class=\"column-1\">Form<\/th><th class=\"column-2\">In-house call center<\/th><th class=\"column-3\">Domestic Call Center Rental (Onshore)<\/th><th class=\"column-4\">Outsource call center services<\/th>\n<\/tr>\n<\/thead>\n<tbody class=\"row-striping row-hover\">\n<tr class=\"row-2\">\n\t<td class=\"column-1\">Description<\/td><td class=\"column-2\">The form in which the enterprise builds and operates its own call center<\/td><td class=\"column-3\">Outsourcing a specialized unit to build and operate the call center. <\/td><td class=\"column-4\">The practice of hiring a unit located in another country, typically one with low labor costs and political stability.<br \/>\n<br \/>\n<\/td>\n<\/tr>\n<tr class=\"row-3\">\n\t<td class=\"column-1\">Advantages<\/td><td class=\"column-2\">- High level of autonomy, flexibility in customizing systems and operational processes.<br \/>\n<br \/>\n- Understand the product, customers, and corporate culture.<\/td><td class=\"column-3\">- Rapid deployment, saving time and resources.<br \/>\n<br \/>\n- Negotiate the target and the lessee must comply.<br \/>\n<br \/>\n- Flexibly adjust the scale according to each time period.<\/td><td class=\"column-4\">Cost savings<\/td>\n<\/tr>\n<tr class=\"row-4\">\n\t<td class=\"column-1\">Disadvantages<\/td><td class=\"column-2\">- High initial setup costs.<br \/>\n<br \/>\n- Difficult to operate if the business lacks experience, as this is a specialized field.<br \/>\n<br \/>\n- Requires significant time and resources to operate.<\/td><td class=\"column-3\">- Difficulties in managing and coordinating with suppliers.<br \/>\n<br \/>\n- Risks related to safety and information security.<br \/>\n<br \/>\n- In addition, BPO providers also vary in capability, so businesses need to carefully evaluate them when making their selection.<\/td><td class=\"column-4\">- Language and cultural limitations<br \/>\n<br \/>\n- Difficulties in coordination and control.<\/td>\n<\/tr>\n<tr class=\"row-5\">\n\t<td class=\"column-1\">Suitable for<\/td><td class=\"column-2\">The company has sufficient financial capacity and experienced personnel to operate a call center. The call center is considered an indispensable part (core team) throughout the entire operation.<\/td><td class=\"column-3\">Businesses want to outsource to increase flexibility or need to deploy call centers at certain times. Businesses want to reduce their workload and focus on core business activities.<\/td><td class=\"column-4\">Multinational companies want to reduce call center costs.<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<!-- #tablepress-1 from cache -->\n<h2>Summary of metrics to measure call center performance<\/h2>\n<p>&nbsp;<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"wp-image-21078 size-large\" src=\"https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2019\/09\/Web_CCTieuChuan-1024x438.png\" alt=\"contact center\" width=\"1024\" height=\"438\" srcset=\"https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2019\/09\/Web_CCTieuChuan-1024x438.png 1024w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2019\/09\/Web_CCTieuChuan-300x128.png 300w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2019\/09\/Web_CCTieuChuan-768x328.png 768w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2019\/09\/Web_CCTieuChuan-18x8.png 18w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2019\/09\/Web_CCTieuChuan.png 1200w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/p>\n<p><strong>Average Handling Time (AHT)<\/strong><\/p>\n<p>Average Handling Time (AHT) is the average amount of time a call center agent needs to complete an interaction with a customer.<\/p>\n<p>Calculation formula: AHT = Waiting time + Talking time + Data processing time<\/p>\n<p><strong>First Contact Resolution (FCR) rate<\/strong><\/p>\n<p>First Contact Resolution (FCR) is an important Call Center metric that measures the ability to thoroughly handle and resolve customer requests or issues during the first contact without the need for follow-up or recontact. This metric directly reflects the operational efficiency of the Call Center and the level of customer satisfaction.<\/p>\n<p><strong>Service Level (SL)<\/strong><\/p>\n<p>Service Level (SL) is one of the most important metrics in the set of criteria for evaluating call center operational quality. It should also be noted that achieving a service level of 100% will never happen due to the impact of issues related to the Call Center system, external factors, and the need to have a very large team of call center agents.<\/p>\n<p><strong>Net Promoter Score (NPS)<\/strong><\/p>\n<p>Customer loyalty score, or NPS (Net Promoter Score), is one of the most popular call center metrics for measuring customer satisfaction and loyalty to a company's services or products. The standard customer loyalty score (NPS \u2013 Net Promoter Score) is 8 (on a scale of -0 to 10). NPS also varies greatly depending on the industry. But in general, the higher the score, the better.<\/p>\n<p>NPS calculation formula: NPS = % Promoters \u2013 % Detractors<\/p>\n<p><strong>Maximum operating efficiency (MO)<\/strong><\/p>\n<p>Maximum Occupancy (MO) is a call center metric that measures an agent's actual work capacity based on the maximum productivity (100%) they can achieve. The average MO in the call center industry is 83.3%.<\/p>\n<p><em>See more details on how to calculate call center metrics <span style=\"color: #ff6600;\"><strong><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/van-hanh\/call-center-standard\/\" target=\"_blank\" rel=\"noopener\">HERE<\/a><\/strong><\/span><\/em><\/p>\n<h2>Call Center of the future.<\/h2>\n<h3>Omni-channel trend<\/h3>\n<p style=\"text-align: justify;\"><span style=\"color: #333333;\">The rapid development of technology has led to increasingly diverse and flexible customer contact channels. As a result, businesses want their contact centers to be able to respond to many different channels. At this time,<\/span>\u00a0<span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/knowledge\/what-is-a-contact-center\/\">Contact Center<\/a><\/span><span style=\"color: #333333;\"> born with the ability <strong>integrated multi-channel response<\/strong>: Voice calls, chat, Email, Social media, Website,.. Contact Center is rapidly developing and gradually becoming more and more popular because of its superior benefits.<\/span><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-19257 size-large\" src=\"https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2024\/10\/Contact-Center_scene3-1024x576.jpg\" alt=\"What is AHT?\" width=\"1024\" height=\"576\" srcset=\"https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2024\/10\/Contact-Center_scene3-1024x576.jpg 1024w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2024\/10\/Contact-Center_scene3-300x169.jpg 300w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2024\/10\/Contact-Center_scene3-768x432.jpg 768w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2024\/10\/Contact-Center_scene3-1536x864.jpg 1536w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2024\/10\/Contact-Center_scene3-18x10.jpg 18w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2024\/10\/Contact-Center_scene3.jpg 1920w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/p>\n<h3>Automation<\/h3>\n<p>Customers want faster service. Customer service centers use artificial intelligence (AI) to automate simple tasks, reducing customer wait times. This allows for a reduction in the number of call center agents, who can then focus on handling complex cases. <em>According to Gartner, by 2025, 75% of customer service centers will integrate AI.\u00a0<\/em><\/p>\n<figure id=\"attachment_19417\" aria-describedby=\"caption-attachment-19417\" style=\"width: 1024px\" class=\"wp-caption aligncenter\"><img loading=\"lazy\" decoding=\"async\" class=\"wp-image-19417 size-full\" src=\"https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2024\/12\/Call_Center_AI_Global_Market_Report_2024_Graph.jpg\" alt=\"The Development Trends of AI in Contact Centers\" width=\"1024\" height=\"768\" srcset=\"https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2024\/12\/Call_Center_AI_Global_Market_Report_2024_Graph.jpg 1024w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2024\/12\/Call_Center_AI_Global_Market_Report_2024_Graph-300x225.jpg 300w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2024\/12\/Call_Center_AI_Global_Market_Report_2024_Graph-768x576.jpg 768w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2024\/12\/Call_Center_AI_Global_Market_Report_2024_Graph-16x12.jpg 16w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><figcaption id=\"caption-attachment-19417\" class=\"wp-caption-text\">The Development Trends of AI in Contact Centers<\/figcaption><\/figure>\n<p style=\"text-align: justify;\"><span style=\"color: #333333;\"><strong>However<\/strong> At the present time and in the near future, Call Centers will remain the most widely used call center platform, as telesales, telemarketing, and customer service via voice channels are still effective.<\/span><\/p>\n<h2>Outsourced Call Center Services for Businesses<\/h2>\n<div style=\"width: 1920px;\" class=\"wp-video\"><video class=\"wp-video-shortcode\" id=\"video-6693-1\" width=\"1920\" height=\"1080\" poster=\"https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2019\/09\/call-center-la-gi.png\" preload=\"metadata\" controls=\"controls\"><source type=\"video\/mp4\" src=\"https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2024\/10\/Service_Contact-Center.mp4?_=1\" \/><a href=\"https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2024\/10\/Service_Contact-Center.mp4\">https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2024\/10\/Service_Contact-Center.mp4<\/a><\/video><\/div>","protected":false},"excerpt":{"rendered":"<p>Call Center la\u0300 gi\u0300? 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