Furthermore, one of the clearest trends in the industry continued belgium whatsapp data to be the digitalisation of its companies . They invested a high percentage (59%) of the total cost (not including personnel costs) in technology , which also allowed Contact Centres to maintain their employment figures at a certain level of stability. In fact, CEX entities employed a total of 96,614 people last year , which was 2.8% less than in 2021.
Most of them also continued to invest in training their employees , with more than 2.5 million hours of courses and learning activities provided. On another note, more than one in three associated organisations (38%) said they had clients for more than 7 years, while their services were mostly provided to other companies in the domestic market (78% of the total).
Main sectors with presence of Contact Centers
As a result of the pandemic, it has been noted that companies are increasingly placing more importance on non-face-to-face communication between brands and their customers. This is causing the weight of the three main sectors that demand Call Center services to gradually decrease and others, little by little, are requesting them more frequently.
Most provided services by the Contact Center sector
Another logical consequence of Contact Centers prioritizing their dealings with their customers is that , for yet another year, Customer Service has been the one that generated the most revenue for companies affiliated with CEX . In 2022, this accounted for more than 55% of the income they obtained; slightly above the 48% it represented just before the pandemic. All this for a total of 1,218 million euros.
Meanwhile , the Sales service came in second , although quite far from the first place. It accounted for 22% of the revenues; ahead of others such as Back Office , Retention and Loyalty, Technical Support or Collection . Each of the latter individually did not reach 7% of the total turnover.
Most used channels by the Contact Center in 2022
Regarding the channels used by these companies to communicate with their customers, the telephone continues to be the most popular . Three out of four CEX affiliates used it during 2022 ( 75.1% ), a figure slightly below the 78% obtained in the 2020 study. And, on the other hand, email (12%) and chat/ chatbot (5%) were used, in second and third place, respectively.
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