GITNUXREPORT 2025

Call Center Benchmark Statistics

Call centers embrace AI, automation, and omni-channel support to enhance customer experience.

Jannik Linder

Co-Founder of Gitnux, specialized in content and tech since 2016.

First published: April 29, 2025

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Statistic 1

85% of customer interactions in call centers are now handled through digital channels

Statistic 2

70% of customers say they have abandoned a transaction due to poor service

Statistic 3

90% of customers say they will buy again if they receive a positive customer service experience

Statistic 4

The average customer satisfaction score (CSAT) for call centers is 80%

Statistic 5

First-call resolution rate averages 70%

Statistic 6

72% of customers expect companies to communicate via messaging apps

Statistic 7

The use of omni-channel support can increase customer retention by 89%

Statistic 8

78% of consumers have stopped doing business due to a poor call center experience

Statistic 9

The average wait time before a call is answered is 56 seconds

Statistic 10

65% of call center customers prefer chat support over phone calls

Statistic 11

87% of customers expect consistent service across all channels

Statistic 12

60% of call centers use customer feedback to improve service quality

Statistic 13

Use of speech analytics software can increase first-call resolution by up to 25%

Statistic 14

92% of customer interactions are tracked with some form of software

Statistic 15

68% of consumers agree that customer service is an important factor in their purchasing decisions

Statistic 16

85% of customers say that quick response time significantly improves their satisfaction

Statistic 17

The average customer effort score (CES) for call centers is 4.2 out of 7

Statistic 18

77% of customer complaints are related to wait times or poor service

Statistic 19

The average speed of answer (ASA) for call centers is 20 seconds

Statistic 20

55% of contact centers experience increased customer satisfaction after implementing AI

Statistic 21

80% of consumers prefer messaging support over phone calls

Statistic 22

74% of customers expect to resolve issues on the first contact

Statistic 23

85% of call centers consider customer experience as their top priority

Statistic 24

83% of customers expect personalized service

Statistic 25

85% of customers say speed of resolution is the most important factor in customer service

Statistic 26

79% of consumers prefer to use self-service options for simple inquiries

Statistic 27

The global call center market size is expected to reach $496 billion by 2027

Statistic 28

The global chatbot market in customer service is projected to reach $1.25 billion by 2025

Statistic 29

The global call center outsourcing market is valued at approximately $65 billion in 2023

Statistic 30

The global contact center software market is projected to reach $29.8 billion by 2027

Statistic 31

The average handling time (AHT) for calls is 6 minutes and 10 seconds

Statistic 32

The average hold time for a customer call is 2 minutes and 12 seconds

Statistic 33

67% of call centers do not have sufficient data analytics capabilities

Statistic 34

The average cost per contact in a call center is $7.01

Statistic 35

The average number of calls handled per agent per day is 60

Statistic 36

The top three priorities for call centers in 2023 include reducing average handle time, improving customer satisfaction, and boosting agent productivity

Statistic 37

Call center agents spend approximately 54% of their time on after-call work

Statistic 38

Call center operational costs constitute roughly 4-8% of total business expenses

Statistic 39

65% of agents believe that AI-driven support improves their productivity

Statistic 40

56% of contact center agents are using AI tools to assist with customer interactions

Statistic 41

75% of call centers plan to increase their investment in automation technologies in the next year

Statistic 42

85% of customer service interactions are now powered in part by AI and automation

Statistic 43

58% of contact centers have integrated AI-powered chatbots to handle routine inquiries

Statistic 44

72% of call centers use customer relationship management (CRM) software to enhance support

Statistic 45

50% of call centers are investing in omnichannel support platforms in 2023

Statistic 46

83% of contact centers plan to increase their automation efforts in the next year

Statistic 47

45% of call centers report implementing virtual assistants to handle routine inquiries

Statistic 48

52% of contact centers are planning to adopt more AI-powered tools in the next two years

Statistic 49

60% of call centers have integrated video support to assist with complex issues

Statistic 50

60% of contact centers report staffing challenges

Statistic 51

53% of agents feel they are undertrained for their role

Statistic 52

45% of call centers report difficulty in retaining skilled agents

Statistic 53

40% of call centers plan to expand their remote workforce in 2023

Statistic 54

The overall employee turnover rate in call centers is approximately 30-45%

Statistic 55

The median occupancy rate for agents is 72%

Statistic 56

66% of call centers track metrics related to employee engagement

Statistic 57

65% of call centers measure agent performance using key performance indicators (KPIs)

Statistic 58

78% of agents feel that working with AI tools reduces their workload

Statistic 59

The average training period for new call center agents is approximately 4 weeks

Statistic 60

50% of contact centers plan to upskill their workforce through continuous training programs

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Sources

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Key Highlights

The global call center market size is expected to reach $496 billion by 2027
85% of customer interactions in call centers are now handled through digital channels
The average handling time (AHT) for calls is 6 minutes and 10 seconds
70% of customers say they have abandoned a transaction due to poor service
65% of agents believe that AI-driven support improves their productivity
The average hold time for a customer call is 2 minutes and 12 seconds
90% of customers say they will buy again if they receive a positive customer service experience
56% of contact center agents are using AI tools to assist with customer interactions
75% of call centers plan to increase their investment in automation technologies in the next year
The average customer satisfaction score (CSAT) for call centers is 80%
First-call resolution rate averages 70%
60% of contact centers report staffing challenges
The global chatbot market in customer service is projected to reach $1.25 billion by 2025

Discover how the rapidly evolving call center industry is shaping customer experiences worldwide, with market sizes projected to reach nearly half a trillion dollars by 2027 amidst a digital transformation driven by AI, omnichannel support, and changing consumer expectations.

Customer Experience and Satisfaction Metrics

85% of customer interactions in call centers are now handled through digital channels
70% of customers say they have abandoned a transaction due to poor service
90% of customers say they will buy again if they receive a positive customer service experience
The average customer satisfaction score (CSAT) for call centers is 80%
First-call resolution rate averages 70%
72% of customers expect companies to communicate via messaging apps
The use of omni-channel support can increase customer retention by 89%
78% of consumers have stopped doing business due to a poor call center experience
The average wait time before a call is answered is 56 seconds
65% of call center customers prefer chat support over phone calls
87% of customers expect consistent service across all channels
60% of call centers use customer feedback to improve service quality
Use of speech analytics software can increase first-call resolution by up to 25%
92% of customer interactions are tracked with some form of software
68% of consumers agree that customer service is an important factor in their purchasing decisions
85% of customers say that quick response time significantly improves their satisfaction
The average customer effort score (CES) for call centers is 4.2 out of 7
77% of customer complaints are related to wait times or poor service
The average speed of answer (ASA) for call centers is 20 seconds
55% of contact centers experience increased customer satisfaction after implementing AI
80% of consumers prefer messaging support over phone calls
74% of customers expect to resolve issues on the first contact
85% of call centers consider customer experience as their top priority
83% of customers expect personalized service
85% of customers say speed of resolution is the most important factor in customer service
79% of consumers prefer to use self-service options for simple inquiries

Customer Experience and Satisfaction Metrics Interpretation

As digital channels now handle 85% of interactions, yet nearly three-quarters of customers still prefer messaging and expect personalized, speedy resolutions, call centers must translate their top priority—customer experience—into seamless, omnichannel service that truly listens, learns, and responds faster than ever before.

Market Trends and Future Outlook

The global call center market size is expected to reach $496 billion by 2027
The global chatbot market in customer service is projected to reach $1.25 billion by 2025
The global call center outsourcing market is valued at approximately $65 billion in 2023
The global contact center software market is projected to reach $29.8 billion by 2027

Market Trends and Future Outlook Interpretation

As AI and outsourcing revolutionize the call center industry—approaching nearly half a trillion dollars in market size—businesses must embrace digital transformation to stay competitive amid a rapidly evolving customer service landscape.

Operational Efficiency and Cost Management

The average handling time (AHT) for calls is 6 minutes and 10 seconds
The average hold time for a customer call is 2 minutes and 12 seconds
67% of call centers do not have sufficient data analytics capabilities
The average cost per contact in a call center is $7.01
The average number of calls handled per agent per day is 60
The top three priorities for call centers in 2023 include reducing average handle time, improving customer satisfaction, and boosting agent productivity
Call center agents spend approximately 54% of their time on after-call work
Call center operational costs constitute roughly 4-8% of total business expenses

Operational Efficiency and Cost Management Interpretation

While call centers are juggling a six-minute and ten-second average handling time amid two-minute hold waits, with over two-thirds lacking robust analytics, the pressing challenge remains balancing cost, efficiency, and customer satisfaction in a landscape where agents dedicate more than half their time to after-call chores—all within an operational cost slice of 4 to 8 percent.

Technology Adoption and AI Integration

65% of agents believe that AI-driven support improves their productivity
56% of contact center agents are using AI tools to assist with customer interactions
75% of call centers plan to increase their investment in automation technologies in the next year
85% of customer service interactions are now powered in part by AI and automation
58% of contact centers have integrated AI-powered chatbots to handle routine inquiries
72% of call centers use customer relationship management (CRM) software to enhance support
50% of call centers are investing in omnichannel support platforms in 2023
83% of contact centers plan to increase their automation efforts in the next year
45% of call centers report implementing virtual assistants to handle routine inquiries
52% of contact centers are planning to adopt more AI-powered tools in the next two years
60% of call centers have integrated video support to assist with complex issues

Technology Adoption and AI Integration Interpretation

With over three-quarters of contact centers investing heavily in automation and AI, and a staggering 85% of interactions now blending human support with machine intelligence, it's clear that the future of customer service is firmly digital—and surprisingly, agents themselves see AI as their productivity partner rather than their replacement.

Workforce Management and Training

60% of contact centers report staffing challenges
53% of agents feel they are undertrained for their role
45% of call centers report difficulty in retaining skilled agents
40% of call centers plan to expand their remote workforce in 2023
The overall employee turnover rate in call centers is approximately 30-45%
The median occupancy rate for agents is 72%
66% of call centers track metrics related to employee engagement
65% of call centers measure agent performance using key performance indicators (KPIs)
78% of agents feel that working with AI tools reduces their workload
The average training period for new call center agents is approximately 4 weeks
50% of contact centers plan to upskill their workforce through continuous training programs

Workforce Management and Training Interpretation

With nearly half of contact centers struggling with staffing and retention, and over 65% measuring employee engagement and performance, it's clear that while AI and ongoing training offer promise, the industry still wrestles with balancing technological innovation and human resource stability to ensure sustainable service levels.