Are you looking to add Contact Center Workforce to your arsenal of tools? Maybe for your business or personal use only, whatever it is – it’s always a good idea to know more about the most important Contact Center Workforce statistics of 2024.
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On this page, you’ll learn about the following:
Best Contact Center Workforce Statistics
☰ Use “CTRL+F” to quickly find statistics. There are total 163 Contact Center Workforce Statistics on this page 🙂Contact Center Workforce Market Statistics
- “Global call center AI market is expected to rise to an estimated value of $4.7 billion by 2026, registering a healthy CAGR in the forecast period of 2019. [0]
- By 2024, the global market is expected to reach $407.1 billion, according to predictions by business intelligence firm Global Industry Analysts.”. [0]
- As per the, marketers attain a 90% higher customer retention rate through omnichannel communication than a single channel. [1]
- The global call center market that includes contact centers, multimedia access centers, and customer interaction centers is predicted to peak at $496 billion by 2027, propelled by the changing needs of businesses due to the Covid. [2]
- The cloud based contact center market is forecast to reach $24.11 billion by 2024 at a CAGR of 25%. [2]
- 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. [2]
Contact Center Workforce Software Statistics
- Companies that use WFO software are 60% more likely to capture customer info scattered across communication channels and empower agents with insights to problem. [3]
- 29% of all businesses have installed live chat software to improve customer support and reduce the agent workload. [1]
- As of 2017, 62% of organizations have moved to a cloud hosted call center software solution. [2]
Contact Center Workforce Adoption Statistics
- The adoption rate of cloud based contact centers was 2.2% in 2008. [2]
Contact Center Workforce Latest Statistics
- “Cloud contact centers are 27% cheaper and experience 35% less downtime than their on. [0]
- “59% of customers say that they have higher expectations for customer support than they had a year ago.”. [0]
- “Only 26% of consumers responded positively when asked if they believe customer service centers provide great support, compared to 49% who did not.”. [0]
- Call Center Turnover Rates Smallsized call centers 17% Mediumsized call centers 37% Large sized call centers 44%” – Michael Mahoney, Call Center Attrition Rates , Avoxi;. [0]
- found that some 66 percent of their organizations were located in the U.S.”. [0]
- “When asked what the most frustrating aspect of a customer service experience is, over a third of U.S. respondents (34%). [0]
- “60% of agents agree that their company doesn’t always provide the technology that staff needs to address the challenges they face when helping customers. [0]
- 44% of agents lack the tools that are available to them and 34% believe they don’t have the right customer data available at the time of request.”. [0]
- “Experiences that would make customers take their business elsewhere include unfriendly service (60%) and employees’ lack of knowledge (46%). [0]
- “72% of consumers say that when contacting customer service they expect the agent to ‘know who they are, what they have purchased and have insights into their previous engagements.’”. [0]
- “More than two thirds of those surveyed (68%). [0]
- “A 1% improvement in First Call Response = $276,000 in annual operational savings for the average call center.”. [0]
- 59% of calls require identity verification, but only 3% of these are handled entirely through automated processes.”. [0]
- “Forty six percent of global contact center decision makers project their contact centers to grow by 5% to 10% in the next 12 months, and 14% project growth of more than 10%.This approach is not economically sustainable.”. [0]
- “Gartner Research shows that customers will handle 85% of their relationships with a company without ever interacting with another human by the year 2020.”. [0]
- “An estimated $41 billion is lost by U.S. companies each year following a bad customer experience.”. [0]
- It proved that giving employees a small amount of autonomy – like the ability to set their own schedules or choose what they wear – improved productivity by 20%. [3]
- Nearly a third of contact center leaders, some 30%, believe their current tools aren’t cutting it and fail to help agents deliver standout customer experiences. [3]
- Business units with highly engaged employees see a 41% reduction in absenteeism and a 17% increase in productivity. [3]
- Only 40% of people in the workforce are aware of their company’s goals, strategies, and tactics. [3]
- Only 21% of employees feel like they have the performance management they need to do outstanding work. [3]
- Nearly 75% of contact center leaders say a key goal of WFO is to improve the customer experience, while 67% said another key goal is to improve the agent experience. [3]
- Only 20% of employees said they’ve had a conversation with their manager in the past 6 months about how they can reach business and career goals. [3]
- Cloud tools with Workforce Engagement Management capabilities and analytics are forecast to grow 18.9% by 2024. [3]
- A slim 21% of employees say they have performance metrics within their control. [3]
- Some 75% say they have fewer distractions, 74% have fewer interruptions, and 71% are less stressed from commuting. [3]
- And 31% of workers report high or extremely high stress levels on the job. [3]
- Yet, 33% of workers haven’t taken take a vacation this year. [3]
- Agents who sit at severe risk for burnout are 63% less likely to have daily metrics on display in their office. [3]
- Some 38% of companies say agents struggle to perform because of disjointed tools and a lack of an integrated desktop. [3]
- Since the start of the Pandemic in March, nearly 80% of companies have increased remote work. [3]
- Another 66% have increased collaboration tools while 53% have built out their digital channels and boosted proactive engagement with customers and agents. [3]
- Some 57% of your agents’ daily interruptions at work come from switching between disparate systems and stand. [3]
- Almost three fourths of employees, some 72%, can’t find what they need in their company’s systems and feel totally overwhelmed by information. [3]
- As automation works its way into more of your business processes, by 2024 at least 54% of employees will need significant re and upskilling to handle the growing complexity of their roles. [3]
- 69.2% of all Call Center Agents are women, while30.8%aremen. [4]
- The most common ethnicity of Call Center Agents is White (59.9%), followed by Hispanic or Latino (19.3%) and Black or African American (11.7%). [4]
- In 2021, women earned 97% of what men earned. [4]
- The top 10% of highest paid Call Center Agents earn as much as $36,000 or more. [4]
- Among Call Center Agents, 69.2% of them are women compared to 30.8% which are men. [4]
- Job Title Male Female Loan Secretary 4% 96% Dental Receptionist 5% 95% Receptionist Secretary 6% 94% Call Center Agent 31% 69% Lead Ramp Agent 86% 14% Courtesy Associate 88% 12% Technical Service Advisor 89% 11%. [4]
- The most common ethnicity among Call Center Agents is White, which makes up 59.9% of all Call Center Agents. [4]
- Comparatively, there are 19.3% of the Hispanic or Latino ethnicity and 11.7% of the Black or African American ethnicity. [4]
- White, 59.9% Hispanic or Latino, 19.3% Black or African American, 11.7% Asian, 5.5% Unknown, 2.9% American Indian and Alaska Native, 0.7% Call Center Agent Race Percentages. [4]
- Using the Census Bureau data, we found out how the percentage of each ethnic category trended between 2010 2019 among Call Center Agents. [4]
- Interestingly enough, the average age of Call Center Agents is 40+ years old, which represents 50% of the population. [4]
- 40+ years Call Center Agent Years Percentages. [4]
- 35% of Call Center Agents earn that degree. [4]
- A close second is Bachelor’s Degree with 26% and rounding it off. [4]
- High School Diploma, 35% Bachelors, 26% Associate, 21% Diploma, 9%. [4]
- Other Degrees, 9% Call Center Agent Degree Percentages Call Center Agent Wage Gap By Education. [4]
- < 50 employees 50 100 employees 100 500 employees 500 1,000 employees 1,000 10,000 employees > 10,000 Company Size Percentages Employees with the Call Center Agent job title have their preferences when it comes to working for a company. [4]
- By looking over 23,300 Call Center Agents resumes, we figured out that the average Call Center Agent enjoys staying at their job for Less than 1 year for a percentage of 47%. [4]
- Job Title LGBT Job Openings Switchboard Receptionist 5.55% 21,643 Call Center Agent 7.22% Motor Vehicle Representative 8.59% 4,720 Home Preservation Specialist 9.31% 34,125 Radio Program Checker 9.66% 60,620 Eligibility Worker 10.94%. [4]
- The most common foreign language among Call Center Agents is Spanish at 68.8%. [4]
- The secondmost popular foreign language spoken is French at 9.5% and German is the third most popular at 4.2%. [4]
- Spanish, 68.8% French, 9.5% German, 4.2% Portuguese, 2.1% Tagalog,. [4]
- 2.1% Other, 13.3% Foreign Language Percentages. [4]
- 54% of consumers feel that companies need to develop more innovative ideas for customer engagement. [1]
- 50% of the customers feel that there is a major need for improvements in the customer service and support offered by most companies. [1]
- 68% of customers expect the customer service team to demonstrate empathy. [1]
- 43% of customers prefer call centers and contact centers that offer bots to simplify customer service. [1]
- 60% of customers are open to using AI in customer engagement as it plays a significant role in resolving customer issues promptly. [1]
- 88% of the customers are more likely to share their online feedback about customer service experiences they’ve had. [1]
- 86% of the customers are highly research driven and make more informed choices than they did before 2020. [1]
- 93% of customer service teams believe that customer expectations are higher than before. [1]
- 88% of customers expect companies to accelerate digital initiatives due to the COVID pandemic. [1]
- 79% of the consumers believe that the experience a company provides is as important as its product or services. [1]
- 69% of customers expect more digital and personalized experiences from companies while getting products or services. [1]
- 44% of the customers feel that businesses need to incorporate technological solutions to make the customer’s life easier. [1]
- Nearly 58% of consumers will end ties with a brand or business due to poor customer service. [1]
- There’s been a 4% increase across the board in the number of businesses tracking customer satisfaction. [1]
- 52% of the call centers monitor online reviews and social media platforms to assess customer satisfaction. [1]
- There’s been a 6% increase in the number of companies that track NPS to measure the customer satisfaction score. [1]
- More companies are implementing a brand advocacy program – 5% more than the previous year. [1]
- As per the current statistic, 67% of the companies have shown tremendous growth and business potential by collecting customer feedback. [1]
- 90% found it helpful in streamlining the call center operation. [1]
- 48% of customer service teams feel that creating a great customer experience is their topmost priority and the key to generating more revenue. [1]
- 45% of customer service teams believe that focusing on customer retention strategies should be their second most crucial work priority. [1]
- 17% of customer service teams think implementing a customer feedback program is among their top 10 priorities. [1]
- 42% of all businesses have incorporated a help desk system to improve customer experience and journey. [1]
- 86% of those companies believe that it boosts work productivity and builds customer loyalty. [1]
- 40% of businesses are incorporating self service functionalities like a knowledge base or FAQs section to resolve customer queries more efficiently. [1]
- 32% of all businesses are deploying a CRM system at the call centers to boost sales and enhance relationships with existing customers. [1]
- 28% of all businesses are using the ticketing system to streamline customer queries and facilitate better workflow. [1]
- The 2020 Statista Report states that 87% of global organizations believe that AI will give them a competitive advantage. [1]
- According to a 2020 Survey by Vox Media, 90% of North American businesses are likely to spend more on video conferencing in 2024 to improve the customer experience. [1]
- The 2020 InterraIT Report reveals that 47% of organizations worldwide will use chatbots to simplify the customer journey, and around 40% will deploy virtual assistants. [1]
- The 2021 Accenture Study on The Future Of Customer Conversation indicates AI and other emerging technologies will handle 70% of customer interactions by 2024. [1]
- As per the 2020 Market Study, 66% of call center businesses are looking forward to investing in advanced analytics to provide a better customer journey. [1]
- According to the Gartner Press Release 2021, organizations will adopt it more widely to reduce IT and support costs. [1]
- More than 50% of the call centers expect the demand for artificial intelligence to grow in the next few years. [1]
- Nearly 33% of call center employees feel that their company’s outsourcing footprint will increase in the future to tackle the problem of agent attrition. [1]
- As per the 2021 Talkdesk Global Contact Center KPI Benchmarking Report, the average call abandonment rate of most call centers is 12%. [1]
- As per the Zendesk Customer Experience Trends 2020 Report, nearly 60% of customers feel that a long wait time is the most frustrating aspect of any service experience. [1]
- For example, an 80/30 call center service level means your agents try to answer 80% of all calls within 30 seconds. [1]
- Nearly 60% of the customers agree that faster issue resolution is the most important aspect of good customer service. [1]
- 78% of customers agree on choosing a company again – even if the company has failed to deliver in the past – if they were extremely satisfied with their customer service and empathetic approach. [1]
- Let’s say an agent is on customer calls for six out of an eight hour shift, the utilization for that agent that day would be 75%. [5]
- Global Call Center Market Size and Market Share 66% – global call centers located in the US. [2]
- 13% – call centers with annual revenues of more than $25 billion. [2]
- 57.7% – call centers with customer interaction by phone. [2]
- In China, the world’s second largest economy, the call center industry is anticipated to grow to $87.4 billion by 2027 at a CAGR of 5.2%. [2]
- Cloud contact centers are 27% cheaper and experience 35% less downtime than their on. [2]
- 60% of all US companies that use BPO services do so with Philippine based offshore contact centers. [2]
- Global Call Centers Share by Segment 26% – financial services. [2]
- 13% – services sector 13% – technology, media, and telecommunications 11% – life sciences and healthcare 9% – energy, resources, and industrials 4% – government and public services. [2]
- Locations of Customers Supported by Contact Centers 39% – Americas. [2]
- 31% – Asia 25% – Europe 5% – Oceania Revenue Distribution of Call Centers. [2]
- 24% – less than $250 million 9% – $250 million to less than $500 million 8% – $500 million to less than $1 billion 19% – $1 billion to less than $5 billion 19% – $5 billion to less than $15 billion. [2]
- 4% – 15 billion to less than $25 billion 13% – more than $25 billion 5% – unknown Largest Call Centers in the US by Number of Employees. [2]
- 49% of consumers, on average, use three to five different communication channels to contact customer service. [2]
- 41% of Americans have used landline phones to reach customer service. [2]
- 61% of callers feel that an interactive voice response system has a bad effect on the customer experience. [2]
- 66% of both B2B and B2C companies use live chat for customer support. [2]
- In January 2020, 7% of customers preferred to use live chat or in. [2]
- By August 2020, with the Covid 19 pandemic still raging, the percentage of consumers who preferred to use live chat to contact customer support remained the same. [2]
- The use of Instagram to message businesses increased by 75% during the pandemic. [2]
- Likewise, Facebook Messenger experienced a 20% increase while the app Line gained 20%. [2]
- 65% – phone 63% – online chat. [2]
- 52% – mobile app self service 44% – text message 40% – live video chat. [2]
- When a customer’s 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. [2]
- 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. [2]
- 95.7% of contact center professionals view customer satisfaction as the most important call center metric. [2]
- 75% of consumers look forward to a consistent experience across multiple engagement channels–social media, mobile, online, in person, or through the phone. [2]
- 73% will likely change brands if they don’t get it. [2]
- 89% of customers are retained by companies with strong omnichannel customer engagement. [2]
- In 2019, 89% of customer service professionals agree that customers now are more likely to share positive or negative experiences. [2]
- That figure dropped by one percent in 2020. [2]
- When they have a service question, 90% of customers rate an “immediate” response as important or very important. [2]
- 60% of them define “immediate” as 10 minutes or less. [2]
- 33% of Americans will consider switching companies after just one instance of poor customer service. [2]
- Global call center satisfaction index, 2011–2020 2020 – Private 71% Government 64% 2019 – Private 68% Government. [2]
- What customers expect from customer service 56.14% – friendly customer service agents 54.29% – personalized customer support 51.60% – creative approaches to customer service. [2]
- 46.16% – reachable through preferred channels. [2]
- 76% of contact centers are planning to invest in artificial intelligence in the next two years. [2]
- 57% of companies are testing the use of AI in assisting customer service agents. [2]
- 13% of contact center companies have fully deployed AI for chat support. [2]
- 63% of contact center leaders agree that virtual assistants and chatbots make it easier for customers to have their issues resolved. [2]
- Despite bots and automation, conventional technologies like the telephone and email will account for 81.5% of the total contact center inbound interactions. [2]
- 25% of contact centers have moved their systems to the cloud. [2]
- Meanwhile, 30% that have not done so are actively working to move to the cloud in the next two years. [2]
- 61% of Your Customers May Hate Your IVR. [2]
- Customers are asked how likely they are to recommend an organization to others, giving a rating between 0 and 10. [6]
- Predictive Quality uses AI powered analytics to automatically evaluate 100% of interactions. [6]
- According to U.S. Bureau of Labor Statistics, an average of 10,000 Baby Boomers retire every day. [7]
- One report found that 70% of recent college grads leave their first job after graduation in less than two years. [7]
- It’s not surprising that, according to Cisco, 85 percent of companies expect to create more video content this year than in years past. [7]
- For example, after realizing that up to 40% of its classroom training costs were being spent on travel and lodging, IBM switched half of its training programs to an eLearning format. [7]
- 1.3 Coverage – Difference 1.4 Coverage – Percentage 1.5 Number of Agents – Scheduled 1.6 Number of Agents – Actual 1.7 Number of Agents – Difference 1.8 Number of Agents – Percentage of Difference 1.9 Interaction Volume –. [8]
- Forecasted 1.10 Interaction Volume – Actual 1.11 Interaction Volume – Difference 1.12 Interaction Volume – Percentage 1.13 AHT –. [8]
- 59.0% Reduction in operational costs 59.9% Increase in productivity 36.2% Better decision. [9]
- Customers can express themselves as if they were talking to a human agent and, through speech recognition, conversational AI is able to flexibly scale to resolve 100% of tier 1 calls at cost, transforming the operational efficiency of contact centers. [9]
I know you want to use Contact Center Workforce Software, thus we made this list of best Contact Center Workforce Software. We also wrote about how to learn Contact Center Workforce Software and how to install Contact Center Workforce Software. Recently we wrote how to uninstall Contact Center Workforce Software for newbie users. Don’t forgot to check latest Contact Center Workforce statistics of 2024.
Reference
- callminer – https://callminer.com/blog/call-center-statistics-you-should-know.
- timedoctor – https://biz30.timedoctor.com/call-center-statistics/.
- financesonline – https://financesonline.com/call-center-statistics/.
- sharpencx – https://sharpencx.com/blog/19-workforce-optimization-statistics/.
- zippia – https://www.zippia.com/call-center-agent-jobs/demographics/.
- ringcentral – https://www.ringcentral.com/call-center-metrics.html.
- calabrio – https://www.calabrio.com/wfo/contact-center-reporting/.
- panopto – https://www.panopto.com/blog/how-video-helps-contact-centers-improve-business-performance/.
- genesys – https://docs.genesys.com/Documentation/WM/latest/Admin/CCPerf.
- replicant – https://www.replicant.ai/blog/the-10-most-important-contact-center-stats-of-2021/.
How Useful is Contact Center Workforce
One of the primary reasons why contact center workforce is so useful is because they serve as the first point of contact for customers seeking assistance. When customers have a problem or need help, they want quick and accurate responses. Contact center agents are trained to handle a variety of situations and provide solutions efficiently. Their knowledge and expertise enable them to guide customers through complex issues and ensure they are satisfied with the resolution.
Moreover, contact center workforce also helps in building strong customer relationships. By providing personalized support and treating each customer with care and empathy, they can create a positive experience that fosters loyalty and trust. Customers are more likely to return to a company that values their needs and addresses their concerns promptly. Contact center agents who go above and beyond to assist customers can leave a lasting impression and turn a one-time buyer into a loyal advocate.
In addition, contact center workforce can contribute valuable insights to the organization. Through their interactions with customers, they can gather feedback, identify trends, and highlight areas for improvement. This real-time information is essential for companies to make informed decisions and enhance their products or services to better meet customer needs. Contact center agents can provide a unique perspective that helps shape business strategies and drives innovation.
Furthermore, contact center workforce plays a critical role in crisis management. During times of high call volumes or major disruptions, such as product recalls or service outages, contact center agents serve as the frontline responders to address customer concerns and provide timely updates. Their ability to remain calm under pressure and effectively communicate important information can help mitigate potential escalations and maintain customer confidence in the company.
Overall, the usefulness of contact center workforce cannot be overstated. They are the unsung heroes who work tirelessly behind the scenes to ensure every customer interaction is a positive and memorable one. Their dedication, professionalism, and attention to detail make them an invaluable asset to any organization looking to deliver exceptional customer service. Contact center agents are the driving force behind customer satisfaction, retention, and loyalty, making them an indispensable part of the overall success of a company.
In Conclusion
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