Globalization: Vietnam opens the economy door for foreign investement. More international companies enter the domestic market and creates a fierce competition with local businesses. It leads to a focus on Customer Relationship Managerment and one of its tools – Contact Center. Certain verticals have requirement for Contact Centers to serve customers like Telco and BFSI especially with more branches are opened with an ever expanding customer base. Telemarketing: starts catching up with the global trends. Social Networking is booming! Along with the explosion of Internet and transparent information. Social networking gains popularity as ever and becomes one of the tools for contact center to serve customers better. Low cost of employment: Vietnam with a strong workforce and lower labour cost comparing to many other countries in the region and in the world.