{"id":33019,"date":"2017-08-30T06:00:02","date_gmt":"2017-08-30T04:00:02","guid":{"rendered":"https:\/\/enreach.es\/blog\/sector-del-contact-center-creix-163-espanya\/"},"modified":"2022-06-23T13:50:17","modified_gmt":"2022-06-23T13:50:17","slug":"sector-del-contact-center-creix-163-espanya","status":"publish","type":"post","link":"https:\/\/enreach.es\/ca\/blog\/sector-del-contact-center-creix-163-espanya\/","title":{"rendered":"El sector del Contact Center creix un 1,63% a Espanya"},"content":{"rendered":"

El sector del Contact Center continua creixent a tot el m\u00f3n, i tamb\u00e9 a Espanya est\u00e0 demostrant gaudir d\u2019una bona salut, tal i com posa de manifest l\u2019informe anual elaborat per l\u2019Associaci\u00f3 de Contact Center Espanyola (ACE), que reflecteix un creixement de l\u20191,63% durant l\u2019any 2016 fins arribar als 1.723,96 milions d\u2019euros.<\/p>\n

L\u2019atenci\u00f3 al client com a clau del creixement del sector contact center<\/strong><\/h5>\n

D\u2019acord amb els resultats d\u2019<\/strong>aquest informe<\/strong><\/a>, el major creixement s\u2019ha experimentat en els sectors d\u2019utilities<\/em> i assegurances, seguits de tecnologia, consultoria, salut i alimentaci\u00f3. Nom\u00e9s el sector de les telecomunicacions ha experimentat un lleu descens.<\/p>\n

Pel que respecta a serveis, l\u2019<\/strong>atenci\u00f3 al client<\/strong><\/a> suposa el 50% del total de serveis demandats per les empreses<\/strong>, mentre que els serveis de venda, back office i suport t\u00e8cnic es situen en segon, tercer i quart lloc respectivament. Aquesta import\u00e0ncia dels serveis d\u2019atenci\u00f3 al client es tradueix en qu\u00e8 la qualitat del servei<\/strong><\/a> continua sent un dels fonaments a les empreses. De fet, gaireb\u00e9 el 86% d\u2019aquestes disposa d\u2019un certificat de qualitat, a l\u2019hora que la inversi\u00f3 en millores tecnol\u00f2giques, especialment les relatives a les multicanalitat, s\u2019ha incrementat en un 20% respecte l\u2019any anterior.<\/p>\n

M\u00e9s treball, m\u00e9s qualificat i de major qualitat<\/strong><\/h5>\n

Durant el 2016, el nombre de plataformes a Espanya va cr\u00e9ixer un 5% respecte l\u2019any anterior, assolint un total de 105 bases de contact centers (el 57% de les quals es concentra a Madrid, Catalunya i Andalusia) que van generar 50.363 llocs de feina. Fora d\u2019Espanya, Col\u00f2mbia concentra el 56% de plataformes, seguit de Per\u00fa amb el 30%, Xile (7%), Marroc (4%) i Portugal (3%).<\/p>\n

Tamb\u00e9 s\u2019ha experimentat una millora de la qualificaci\u00f3 professionals dels <\/strong>treballadors<\/strong><\/a>. A finals del 2016, el 32,87% tenia una titulaci\u00f3 universit\u00e0ria, el 51,1% havia acabat els seus estudis secundaris i nom\u00e9s el 16% s\u2019havia quedat en els estudis primaris. A m\u00e9s, el 8% dels agents ja domina un segon idioma.<\/p>\n

Quant a la distribuci\u00f3 per sexe i per edat, les dones suposen el 72% dels nous llocs de feina generats als contact centers d\u2019Espanya, i d\u2019elles, cobra especial import\u00e0ncia la franja d\u2019edat compresa entre els 26 i els 45 anys.<\/p>\n

En xifres generals, a finals del 2016 la feina als contact centers havia crescut un 3,5% per a les empreses associades a l\u2019ACE, un creixement que tamb\u00e9 s\u2019experimenta en termes de qualitat, ja que els contractes indefinits han crescut un 7% suposant el 44,24% del total.<\/p>\n","protected":false},"excerpt":{"rendered":"

El sector del Contact Center continua creixent a tot el m\u00f3n, i tamb\u00e9 a Espanya est\u00e0 demostrant gaudir d\u2019una bona salut, tal i com posa de manifest l\u2019informe anual elaborat per l\u2019Associaci\u00f3 de Contact Center Espanyola (ACE), que reflecteix un creixement de l\u20191,63% durant l\u2019any 2016 fins arribar als 1.723,96 milions d\u2019euros. L\u2019atenci\u00f3 al client… Read more »<\/a><\/p>\n","protected":false},"author":1,"featured_media":27612,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[2145],"tags":[],"class_list":["post-33019","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center-intelligent"],"acf":[],"yoast_head":"\nEl sector del Contact Center creix un 1,63% a Espanya - Enreach ES<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/enreach.es\/blog\/sector-del-contact-center-crece-163-espana\/\" \/>\n<meta property=\"og:locale\" content=\"ca_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"El sector del Contact Center creix un 1,63% a Espanya - Enreach ES\" \/>\n<meta property=\"og:description\" content=\"El sector del Contact Center continua creixent a tot el m\u00f3n, i tamb\u00e9 a Espanya est\u00e0 demostrant gaudir d\u2019una bona salut, tal i com posa de manifest l\u2019informe anual elaborat per l\u2019Associaci\u00f3 de Contact Center Espanyola (ACE), que reflecteix un creixement de l\u20191,63% durant l\u2019any 2016 fins arribar als 1.723,96 milions d\u2019euros. 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