{"id":7851,"date":"2022-11-04T17:25:48","date_gmt":"2022-11-04T10:25:48","guid":{"rendered":"https:\/\/bellbell24vietnam.vn\/?p=7851"},"modified":"2024-08-08T16:01:26","modified_gmt":"2024-08-08T09:01:26","slug":"so-lieu-noi-bat-ve-thi-truong-contact-center-update-2023","status":"publish","type":"post","link":"https:\/\/bell24vietnam.vn\/en\/knowledge\/so-lieu-noi-bat-ve-thi-truong-contact-center-update-2023\/","title":{"rendered":"Contact Center Market Highlights \u2013 Update 2024"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">Amidst all the volatility, Contact Center is still a major channel that brings significant revenue to businesses, which can range from 30% to 45%. What other interesting indicators are there about the current Contact Center market? What are the predictions for Contact Center in 2023? Read below!<\/span><\/p>\n<h2><b>Contact Center Market Overview<\/b><\/h2>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>339.40 billion USD<\/b><span style=\"font-weight: 400;\">: is the size of the global Contact Center market in 2022. It is forecasted that by 2027 this figure will be 496 billion USD.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>96%<\/b><span style=\"font-weight: 400;\"> Customers say customer service is an essential factor influencing their choice.<\/span><\/li>\n<\/ul>\n<h2><b>Technology is changing the Contact Center environment<\/b><\/h2>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\"><strong>40%<\/strong> Large enterprises using manual and hourly labor will apply automation technology to their work processes by 2025.\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\"><strong>36%<\/strong> Businesses will apply Cloud Technology to Contact Center.<\/span><\/li>\n<\/ul>\n<p style=\"padding-left: 40px;\"><em><span style=\"font-weight: 400;\">According to research, Cloud computing will save 27% of downtime due to overload, 43% of storage costs.<\/span><\/em><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\"><strong>70%<\/strong> Future customer interactions will be handled by AI. AI technology is expected to grow at a compound annual growth rate of <strong>26,3%<\/strong> globally in the 20s.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">According to IDC,<strong> 65%<\/strong> Consumers will use voice, visuals, and augmented reality to interact with companies via mobile devices by 2023.\u00a0<\/span><\/li>\n<\/ul>\n<h2><b>Contact Center from the Customer&#039;s Perspective<\/b><\/h2>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">H<\/span><span style=\"font-weight: 400;\">thanks <\/span><b>65%<\/b><span style=\"font-weight: 400;\"> of customers say they have higher expectations for customer service than they did a year ago (2021 data). High expectations among consumers have been a trend that has been steadily increasing over the past two decades.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>90%<\/b><span style=\"font-weight: 400;\"> Customers around the world consider problem resolution to be their top customer service concern. They also believe that receiving a response immediately is important.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Things that make people <\/span><b>most annoying thing about auto switchboard<\/b><span style=\"font-weight: 400;\">:\u00a0<\/span><\/li>\n<\/ul>\n<p style=\"padding-left: 40px;\"><b>69%<\/b><span style=\"font-weight: 400;\">: listen for unrelated options<\/span><\/p>\n<p style=\"padding-left: 40px;\"><b>67%<\/b><span style=\"font-weight: 400;\">: cannot fully describe the problem<\/span><\/p>\n<p style=\"padding-left: 40px;\"><b>43%<\/b><span style=\"font-weight: 400;\">: lack of human interaction<\/span><\/p>\n<p style=\"padding-left: 40px;\"><b>33%<\/b><span style=\"font-weight: 400;\">: poor service<\/span><\/p>\n<p style=\"padding-left: 40px;\"><b>15%<\/b><span style=\"font-weight: 400;\">: confusing options\u00a0<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Statistics on<\/span><b> customer frustration<\/b><span style=\"font-weight: 400;\"> with Contact Center:<\/span><\/li>\n<\/ul>\n<p style=\"padding-left: 40px;\"><b>27%<\/b><span style=\"font-weight: 400;\">: ineffective customer service,<\/span><\/p>\n<p style=\"padding-left: 40px;\"><b>12%:<\/b><span style=\"font-weight: 400;\"> lack of speed<\/span><\/p>\n<p style=\"padding-left: 40px;\"><b>10%:<\/b><span style=\"font-weight: 400;\"> inaccurate<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>78%<\/b><span style=\"font-weight: 400;\"> Customers feel that they have a better experience if the employee does not communicate like a machine following a pre-written script.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>77%<\/b><span style=\"font-weight: 400;\"> Customers view businesses more positively if they are proactive with customer service.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>56%<\/b><span style=\"font-weight: 400;\"> Customers prefer to text rather than call customer service. <\/span><b>43%<\/b><span style=\"font-weight: 400;\"> Customers want Contact Centers to offer chatbots to simplify customer service.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>68%<\/b><span style=\"font-weight: 400;\"> Customers expect customer service teams to demonstrate empathy.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Near 58%<\/b><span style=\"font-weight: 400;\"> Consumers will stop using a product\/brand due to poor customer service.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">A customer is more likely to buy from a competitor than from a competitor. <\/span><b>4 times<\/b><span style=\"font-weight: 400;\"> if they have a problem with something service related rather than a price or product issue.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Customers are able to <\/span><b>spend more than 140%<\/b><span style=\"font-weight: 400;\"> after a positive experience than a negative experience.<\/span><\/li>\n<\/ul>\n<h2><b>Contact Center from a Business Perspective<\/b><\/h2>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>59%<\/b><span style=\"font-weight: 400;\"> Businesses survey customers to get feedback on Contact Center<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>61%<\/b><span style=\"font-weight: 400;\"> Businesses track customer satisfaction<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>45%<\/b><span style=\"font-weight: 400;\"> The company asserts that their main goal is to retain customers.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>67%<\/b><span style=\"font-weight: 400;\"> The company has shown remarkable growth by collecting customer feedback.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>29%<\/b><span style=\"font-weight: 400;\"> The company has installed chatbot integration software for Contact Center. In particular, 90% found that chatbot works effectively and improves performance.<\/span><\/li>\n<\/ul>\n<h2><b>Statistics of popular Contact Centers by industry<\/b><\/h2>\n<p><img decoding=\"async\" src=\"https:\/\/cloudgo.vn\/media\/images\/call-center.jpg\" alt=\"Call Center - Contact Center: So s\u00e1nh s\u1ef1 kh\u00e1c bi\u1ec7t 2 h\u1ec7 th\u1ed1ng t\u1ed5ng \u0111\u00e0i - CloudGO\" \/><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Top Rated Contact Center System: Finance (26%)<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Contact Center System Needs Improvement: Government &amp; Public Services (4%)<\/span><\/li>\n<\/ul>\n<h2><b>Frequently Asked Questions about Contact Center<\/b><\/h2>\n<h3><b>1. What are the typical metrics of a Contact Center?<\/b><\/h3>\n<p><b><\/b><span style=\"font-weight: 400;\">Common KPIs for tracking Contact Center productivity and performance are:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"2\"><span style=\"font-weight: 400;\">Average call abandonment rate<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"2\"><span style=\"font-weight: 400;\">Average response speed<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"2\"><span style=\"font-weight: 400;\">Occupancy rate<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"2\"><span style=\"font-weight: 400;\">Percentage of blocked calls<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"2\"><span style=\"font-weight: 400;\">First call resolution rate<\/span><\/li>\n<\/ul>\n<h3><b>2. What is the average revenue of a Contact Center?<\/b><\/h3>\n<p><b><\/b><span style=\"font-weight: 400;\">The average revenue ratio of Contact center is from 30% to 45%. This ratio is considered very high, this is still a main channel to bring cash flow to the company.<\/span><\/p>\n<h3><b>3. What is the ideal response rate for a Contact Center?<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">80% calls should be responded to in less than 20 seconds. However, this figure may vary depending on different industries.<\/span><\/p>\n<h3><b style=\"font-style: inherit;\">4. Is the Contact Center stressful?<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">The answer is Yes. Some of the reasons why Contact Centers are always stressed:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Dealing with angry customers.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Heavy workload<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Repetitive work<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Low job motivation<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Strict time limit<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Have to learn about many new technologies and tools<\/span><\/li>\n<\/ul>\n<h2><b>Solution to build an effective Contact Center, increase competitiveness\u00a0<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">The Contact Center market is expected to grow at a CAGR of 6.6% over the next 5 years.<\/span><\/p>\n<p><img decoding=\"async\" src=\"https:\/\/micxm.vn\/blog\/wp-content\/uploads\/2019\/06\/t%E1%BB%95ng-%C4%91%C3%A0i-call-center.jpg\" alt=\"C\u00e1c Ch\u1ec9 S\u1ed1 B\u00e1o C\u00e1o Call Center M\u00e0 B\u1ea1n C\u1ea7n Bi\u1ebft \u2013 Blog MiCXM\" \/><\/p>\n<p><span style=\"font-weight: 400;\">With the No. 1 experience in Vietnam in consulting and implementing quality insource\/outsource Contact Center systems, a team of experts, excellent Contact Center operations and management personnel, Bellsystem24 Vietnam will bring you the most optimal and flexible solution.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">See details about our Contact Center services <a href=\"https:\/\/bell24vietnam.vn\/en\/contact-center\/\"><span style=\"color: #ff6600;\"><strong>here.\u00a0<\/strong><\/span><\/a><\/span><\/p>\n<div id=\"eJOY__extension_root\" class=\"eJOY__extension_root_class\" style=\"all: unset;\"><\/div>","protected":false},"excerpt":{"rendered":"<p>Gi\u1eefa r\u1ea5t nhi\u1ec1u bi\u1ebfn \u0111\u1ed9ng, Contact Center v\u1eabn l\u00e0 m\u1ed9t k\u00eanh ch\u00ednh \u0111em l\u1ea1i doanh thu \u0111\u00e1ng k\u1ec3 cho doanh [&hellip;]<\/p>","protected":false},"author":1,"featured_media":16581,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"site-sidebar-layout":"default","site-content-layout":"default","ast-site-content-layout":"default","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","theme-transparent-header-meta":"default","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"set","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"var(--ast-global-color-4)","background-image":"","background-repeat":"repeat","background-position":"center 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center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"footnotes":""},"categories":[12],"tags":[24,27,30,31,43,79,83,84],"class_list":["post-7851","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-kien-thuc","tag-call-center","tag-chi-so-contact-center","tag-contact-center","tag-contact-center-2023","tag-du-bao-contact-center-2023","tag-so-lieu-ve-contact-center","tag-thi-truong-contact-center-2023","tag-thong-ke-ve-contact-center-2023"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v23.0 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>S\u1ed1 li\u1ec7u n\u1ed5i b\u1eadt v\u1ec1 th\u1ecb tr\u01b0\u1eddng Contact Center - Update 2024 - Bellsystem24 Vietnam<\/title>\n<meta name=\"description\" content=\"Doanh thu t\u1eeb Contac Center c\u00f3 th\u1ec3 dao 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