Contact center service has emerged as a promising business in Vietnam. However, experts say the market development still does not commensurate with the potentials.
Contact center service has emerged as a promising business in Vietnam. However, experts say the market development still does not commensurate with the potentials.
According to Ly Anh Tuan, a senior executive of FPT Information System, businesses can choose one of the three solutions to set up contact centers.
With the first solution, businesses have to spend money on equipments, the labor force (phone operator, supervisor and administrator) and spend on necessary expenses to run the contract centers.
Of course, when using the solution, businesses will have to pay big money to maintain the centers, because they have to pay from A to Z for infrastructure items, system maintenance fee and the labor force. Therefore, the solution would be suitable only to big scaled enterprises with more than 200 seats for phone operators.
The second solution is to lease all the infrastructure items, technologies and labor force from service providers. The solution fits big scaled enterprises with more than 100 phone operators. However, the weak points of the solution are the low information security level and the limited knowledge of phone operators about enterprises and their products and services.
With the third solution, businesses just need to lease the infrastructure which will connect businesses through Internet. Phone operators and supervisors can sit right at businesses to contact customers. The economical solution proves to fit the small and medium enterprises with 5-100 phone operators.
Especially, the solution allows maintaining high security level, because businesses only lease infrastructure and use maintenance services, while they manage the labor force themselves.
Growth rates lower than expected
Tuan cited the report by Frost & Sullivan as saying that the contact center service market in Asia Pacific in 2010 had the revenue of 700 million dollars, while it is expected to grow by 15 percent from now to 2016, especially in newly emerging markets such as India, China, Indonesia and Vietnam.
However, Hoang Manh Cuong, General Director of CMC Telecom, specializing in leasing infrastructure for contact centers, said that the market grows more slowly than expected. Cuong said that foreign invested enterprises or the companies which have a lot of clients such as the ones in telecommunication, banking, finance and insurance remain the main clients of the company. Meanwhile, small and medium enterprises do not care about the service.
Nguyen Chi Thanh, Director of BASE, a business solution provider, said that the market growth has been heavily relying on loyal clients, while it is very difficult to find new clients.
“Service providers need to show clients the values and benefits a contact center can bring to persuade clients to use their services. Only when business well understand the benefits of the services, will the market can obtain high growth rates,” Thanh said.
Businesses still keep hesitant
Meanwhile, businesses say they still need to think on whether to use the service. The problem is that the service providers cover too many areas, which makes them unable to satisfy the specific requirements of enterprises. For example, the provided officers cannot represent businesses in dealing with complicated problems such as settling disputes.
According to Tran Thi Phuong Linh, Deputy General Director of Minh Phuc Company (MP Telecom), which is now providing contact center services to VinaPhone and MobiFone, every enterprise has its special characteristics. Therefore, when recruiting officers, Minh Phuc has to retrain the officers to equip them with new skills and knowledge, so that they can help businesses settle simple problems.
High hopes still kept
Tuan still believes in the high potentials of the contact center services in Vietnam, saying that the market would develop very rapidly one day, the thing that happened with Vietnam’s Internet market.
Thanh also thinks that in the next one or two years, contact center services would reach retailers, manufacturers or transport service providers.
“If so, the market would see the high growth rate of 30 percent,” he said
(Source: TBKTSG)
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With the first solution, businesses have to spend money on equipments, the labor force (phone operator, supervisor and administrator) and spend on necessary expenses to run the contract centers.
Of course, when using the solution, businesses will have to pay big money to maintain the centers, because they have to pay from A to Z for infrastructure items, system maintenance fee and the labor force. Therefore, the solution would be suitable only to big scaled enterprises with more than 200 seats for phone operators.
The second solution is to lease all the infrastructure items, technologies and labor force from service providers. The solution fits big scaled enterprises with more than 100 phone operators. However, the weak points of the solution are the low information security level and the limited knowledge of phone operators about enterprises and their products and services.
With the third solution, businesses just need to lease the infrastructure which will connect businesses through Internet. Phone operators and supervisors can sit right at businesses to contact customers. The economical solution proves to fit the small and medium enterprises with 5-100 phone operators.
Especially, the solution allows maintaining high security level, because businesses only lease infrastructure and use maintenance services, while they manage the labor force themselves.
Growth rates lower than expected
Tuan cited the report by Frost & Sullivan as saying that the contact center service market in Asia Pacific in 2010 had the revenue of 700 million dollars, while it is expected to grow by 15 percent from now to 2016, especially in newly emerging markets such as India, China, Indonesia and Vietnam.
However, Hoang Manh Cuong, General Director of CMC Telecom, specializing in leasing infrastructure for contact centers, said that the market grows more slowly than expected. Cuong said that foreign invested enterprises or the companies which have a lot of clients such as the ones in telecommunication, banking, finance and insurance remain the main clients of the company. Meanwhile, small and medium enterprises do not care about the service.
Nguyen Chi Thanh, Director of BASE, a business solution provider, said that the market growth has been heavily relying on loyal clients, while it is very difficult to find new clients.
“Service providers need to show clients the values and benefits a contact center can bring to persuade clients to use their services. Only when business well understand the benefits of the services, will the market can obtain high growth rates,” Thanh said.
Businesses still keep hesitant
Meanwhile, businesses say they still need to think on whether to use the service. The problem is that the service providers cover too many areas, which makes them unable to satisfy the specific requirements of enterprises. For example, the provided officers cannot represent businesses in dealing with complicated problems such as settling disputes.
According to Tran Thi Phuong Linh, Deputy General Director of Minh Phuc Company (MP Telecom), which is now providing contact center services to VinaPhone and MobiFone, every enterprise has its special characteristics. Therefore, when recruiting officers, Minh Phuc has to retrain the officers to equip them with new skills and knowledge, so that they can help businesses settle simple problems.
High hopes still kept
Tuan still believes in the high potentials of the contact center services in Vietnam, saying that the market would develop very rapidly one day, the thing that happened with Vietnam’s Internet market.
Thanh also thinks that in the next one or two years, contact center services would reach retailers, manufacturers or transport service providers.
“If so, the market would see the high growth rate of 30 percent,” he said
(Source: TBKTSG)
