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  • 30+ Call Center Statistics You Must Read: 2019 Data Analysis & Market Share

30+ Call Center Statistics You Must Read: 2019 Data Analysis & Market Share

Category: B2B News

In the age of chats and social media, a call center is still key to manage customer queries. It’s the nearest experience to face-to-face engagement. But where before call centers are typically outsourced to providers for a large sum of money, today, the availability of cost-efficient call center software allows small businesses to tap into this channel.

They get the capabilities for interactive voice response (IVR), computer telephony integration (CTI), automatic call distributor (ACD), predictive dialer, and call analytics, among others, augmenting their help desk and customer support operations. This is but the latest in the continuous disruption of the industry, things that you need to keep abreast of whether you are a vendor, developer, user or an industry observer.

The call center statistics we culled below on the state of the call center industry will be of great value. You’ll get to know key data points like call center market size, usage and future scenarios in one convenient place.

call center statistics

Call Center Industry Statistics

The call center has been transformed by the way customers communicate with companies nowadays – through various digital and online channels. Most industry users prefer the term “contact center” which aptly reflects its omnichannel capability. Whatever the name, the call center has become a unified hub of communication tools, allowing for a direct connection with customers on various channels, platforms, and devices. Call centers are also now switching to cloud-hosted solutions due to the many benefits such as faster deployment, easier implementation, greater flexibility and scalability, enhanced security, and efficient managing of field agents. Here are the key findings of our call center market research.

  • The software market for call center was worth $16.28 billion in 2018. (Grand View Research)
  • The global call center market that includes contact centers, multimedia access centers, and customer interaction centers is predicted to peak at $481 billion by 2024, propelled by the need for businesses to deliver customer-focused services. (Global Industry Analysts, Inc.)
  • Asia-Pacific is expected to be the fastest growing market for call centers with a CAGR of 12.5% driven by the emergence of the region as a global capital for outsourced call center services. (Global Industry Analysts, Inc.)
  • The cloud-based contact center market is forecast to reach a value of $24.11 billion by 2023 at a CAGR of 25%. (MarketWatch 2018)
  • The adoption rate of cloud-based contact centers was 2.2% in 2008. As of 2017, 62% of organizations have moved to a cloud-hosted call center software solution. (talkdesk)
  • Cloud contact centers are 27% cheaper and experience 35% less downtime than their on-premise counterparts. (talkdesk)
  • With up to 20% global call center market share, the Philippines has overtaken India to emerge as the world’s largest BPO destination and industry leader in contact center outsourcing. 60% of all US companies that use BPO services do so with Philippine-based offshore contact centers. (Entrepreneur)

cloud call center growth

The call center industry is big and will even be bigger as companies migrate their call center operation to the cloud, seeing the advantages of a SaaS solution with minimal maintenance and hardware requirements (a telephone, computer, and browser and you have a basic cloud call center setup). It’s also more affordable and can be scaled to handle larger call center operations when the time comes. This, even as many companies still find call center outsourcing profitable for small businesses.

Call Center Channels & Usage Statistics

How do customers contact businesses and vice-versa? With so many channels and devices available for communication, customers can easily connect with a company’s call center, customer support, and help desk units. On the other hand, businesses through their call center and customer support teams are able to respond quickly, if not in real-time, through phone and live chat or instant messaging in resolving customer issues and providing personalized service.

  • 66% of consumers on average use three different communication channels to contact customer service. (Microsoft)
  • 74% of Americans have used landline phones to reach customer service. (Microsoft)
  • 83% of callers would avoid a company after a poor experience with an interactive voice response (IVR) system. (GETVOiP)
  • Given the option, 55% of customers are likely to use visual IVR for service inquiries. (Zappix)
  • 66% of both B2B and B2C companies use live chat for customer support. (Zoho)
  • 41% of consumers prefer live chat while 32% choose the telephone when contacting customer support, reflecting consumers’ need for immediate help despite the popularity of social media channels. (Kayako)
  • Despite newer and faster forms of communication, 62% of consumers still want to use email to contact companies for customer service, 48% through phone, 42% via live chat, and 36% with “Contact Us” forms. (HubSpot Research)
  • Seven social media channels are used by customers on average to reach brands, and 54% of customers prefer social media messaging channels than phone or email when it comes to customer care matters. (Sprinklr)
  • 9 out of 10 consumers want an omnichannel experience with seamless service between communication channels. (UCToday)

Customers Can Tell Agent's Work Situation Based on Interaction

38%

say agent is in-house

38%

say agent is experienced

49%

say agent is well-trained

55%

say agent has tools for the job

Source: "Retail Report." Radial 2018

Designed by

You have to know the channels and platforms customers use and prefer when reaching out to you so you can deliver personalized and prompt service. With call center software you have a variety of communication tools to enable real-time interaction with customers. This way you can show your customers that you care enough to respond to them in the most efficient manner regardless of what channel they use.

Call Center Customer Service Statistics

Call center and customer service functions are closely bonded together. After all, a call center provides the necessary tools required by customer service and support teams to respond to customers and reach out to them on whatever channel. This is part of a company’s goal of delivering quality and consistent service to improve customer experience, engagement, and satisfaction which are vital KPIs and metrics for customer support teams. Call center data has shown the many positive effects of good customer service and the dire consequences of a bad one.

  • When a customer problem is resolved on the first call, only 1% is likely to go to a competitor as compared to 15% when the issue is not addressed sufficiently. (Voip-info.org)
  • 80% of calls answered within 20 seconds represent the global metric for service level in a call center, while the average speed to answer is around 28 seconds. (Cloudtalk)
  • 95.7% of contact center professionals view customer satisfaction as the most important call center metric. (Call Center Helper)
  • 75% of consumers look forward to a consistent experience across multiple engagement channels – social media, mobile, online, in-person, or through the phone. 73% will likely change brands if they don’t get it. (Salesforce – State of the Connected Customer)
  • 89% of customers are retained by companies with strong omnichannel customer engagement. (Invesp)
  • Compared in the past, 89% of customer service professionals agree that customers now are more likely to share positive or negative experiences. (HubSpot Research)
  • When they have a service question, 90% of customers rate an “immediate” response as important or very important. 60% of them define “immediate” as 10 minutes or less. (HubSpot Research)
  • 33% of American will consider switching companies after just one instance of poor customer service. (American Express)
  • $75 billion are lost by businesses annually due to poor customer service. (Forbes)

call center benchmarks

Today’s consumers are more demanding and less patient when looking for answers to their issues. They will air out their disappointment with your service to others, and that is not good for business. It is even quite costly as you’ve learned. Call centers follow certain benchmarks to ensure fast and efficient service, and call center solutions offer multi-channel capabilities to ensure consistency in the service you provide.

The rapid pace of technology is shaping the way business and productivity tools are deployed and utilized. Call center software is no exception. Cloud-hosted solutions packaged as SaaS will become increasingly popular because of their affordability, scalability, and omnichannel capability. There is also the growing use of automation, artificial intelligence, and chatbots to streamline call center operations. Here’s what to expect.

  • 33% of contacts centers plan to invest in robotics and automation in the next 2 years. (Deloitte)
  • 56% of companies in the technology, media, and telecom (TMT) sector are planning to invest in AI. (Deloitte)
  • 46% of financial services companies intend to have video chat capabilities by 2019. (Deloitte)
  • 63% of contact center leaders agree that virtual assistants and chatbots make it easier for customers to have their issues resolved. (BusinessWire – 2019 NICE inContact CX Transformation Benchmark)
  • Despite bots and automation, conventional technologies like the telephone and email will account for 81.5% of the total contact center inbound interactions. (Contact Center Helper – ContactBabel Report)
  • 50% of call centers that don’t use cloud technology reported they will begin using it before 2020 ends in order to have an omnichannel approach to customer service. (Masvoz)

What Companies are Planning in the Future

31%

Companies expecting to use video chat in the next 2 years

33%

Contact centers planning to invest in robotics and process automation in the next 2 years

56%

TMT companies planning to invest in AI

Source: Deloitte

Designed by

Call center employees worry that virtual assistants, chatbots, and AI will take over their jobs. That is a scenario that is not about to happen overnight even if companies are already taking the automation route. The call center industry will still need skilled workers that can make the right decisions, perform remote troubleshooting, and provide contextual and logical solutions. Besides, customers still want to hear a real human voice at the other end of the line.

Leveraging Statistics to Optimize Your Call Center

What does our call center market analysis tell you? The figures are clear – call center is a booming industry especially now when businesses are realizing the need for a more customer-centric approach to enhance customer engagement and interaction and thus improve the company’s bottom line. And with several channels available to you and your customers, our research underlines the need for an omnichannel capability of your call center. Our comparison of top 3 communications software can help you find the right solution that can serve as the backbone of your call center system.

It is our view that being informed on what call center software is and being aware of developments in the industry will help you determine the importance of having such a system for your business or, if you already have it in place, how to further optimize your operation by taking note of the important statistics and leveraging the call center research that we shared here.

By Nestor Gilbert

Senior writer for FinancesOnline. If he is not writing about the booming SaaS and B2B industry, with special focus on developments in CRM and business intelligence software spaces, he is editing manuscripts for aspiring and veteran authors. He has compiled years of experience editing book titles and writing for popular marketing and technical publications.

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