GITNUX MARKETDATA REPORT 2024

Call Center Industry Statistics [Fresh Research]

Highlights: The Most Important Call Center Industry Statistics

  • The global call centre market is expected to reach a revenue of US $55.5 bn by 2029.
  • 54% of contact centers face increasing operational costs as their top challenge, followed by hiring enough agents (49%).
  • 31% of external fraud cases were committed by hackers and 28% by organized crime groups, a substantial rise from 2020.
  • The global call centre market is expected to reach a revenue of US $55.5 bn by 2029.
  • The call center outsourcing market is projected to grow by USD 13.54 bn, at a CAGR of 3%, during the 2019-2023 forecast period.
  • 40% of US consumers switch vendors due to feeling undervalued by customer service reps.
  • The Call Center Industry average Csat benchmark rate is 78%, with a good Csat rate being 75%-84% and a World-class Csat rate of 85% or higher.

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The call center industry is a vital part of the customer service industry. It is estimated that over 70% of customer service interactions are handled through call centers. As the industry continues to grow, it is important to stay up-to-date on the latest call center industry statistics.

In this article, we will take a look at the most recent call center industry statistics, including the size of the industry, customer satisfaction levels, and more. We will also discuss the implications of these statistics for businesses and how they can use them to improve their customer service operations.

Call Center Industry: The Most Important Statistics

69% of people are annoyed by irrelevant options, 67% by inability to fully describe the issue, 43% by lack of human interaction, 33% by inefficient service, and 15% by confusing options in phone menus.
Elderly citizens have lost over $3 billion to romance-related frauds in the last two years, and $10.2 billion in the last 11 months, a 47% increase from last year.
The global call centre market is expected to reach a revenue of US $55.5 bn by 2029.

Call Center Industry: Statistics Overview

54% of contact centers face increasing operational costs as their top challenge, followed by hiring enough agents (49%).

This highlights the two biggest challenges faced by contact centers. Increasing operational costs can put a strain on resources and limit the ability of contact centers to provide quality customer service.

Hiring enough agents can also be difficult, as it requires finding and training the right people for the job. These challenges can have a significant impact on the overall efficiency and effectiveness of contact centers, so it is important to be aware of them and take steps to address them.

69% of people are annoyed by irrelevant options, 67% by inability to fully describe the issue, 43% by lack of human interaction, 33% by inefficient service, and 15% by confusing options in phone menus.

Customers are more likely to be satisfied with their experience when they are able to interact with a human, have efficient service, and understand the options presented to them.

If companies are able to address these issues, they can improve customer satisfaction and loyalty.

Elderly citizens have lost over $3 billion to romance-related frauds in the last two years, and $10.2 billion in the last 11 months, a 47% increase from last year.

This highlights the need for increased security measures to protect vulnerable populations from call center and internet-related frauds.

It also highlights the need for improved education and awareness about these types of scams, as well as the need for better enforcement of laws and regulations to prevent these types of crimes.

31% of external fraud cases were committed by hackers and 28% by organized crime groups, a substantial rise from 2020.

This matters in the context of Call Center Industry Statistics as it highlights the need for companies to increase their security measures to protect against external threats.

This is especially important for call centers, which often handle sensitive customer data and are vulnerable to cyber attacks.

The global call centre market is expected to reach a revenue of US $55.5 bn by 2029.

There is a potential growth of the call centre market over the next decade. This growth could be driven by a surge in demand for call centres, which could be due to the increasing use of technology in customer service and the need for businesses to provide more efficient customer service.

This statistic is also important because it shows the potential for businesses to invest in call centre technology and services, which could lead to increased profits and better customer service.

The call center outsourcing market is projected to grow by USD 13.54 bn, at a CAGR of 3%, during the 2019-2023 forecast period.

This statistic is important because it provides insight into the current and future state of the call center industry.

It shows that the call center outsourcing market is expected to grow steadily over the next few years, indicating that the industry is likely to remain a viable option for businesses looking to outsource their customer service needs.

Additionally, this statistic provides valuable information to businesses looking to invest in the call center industry, as it provides an indication of the potential return on investment.

Around 60-70% of respondents consider up-to-date technology important and are willing to pay more for tech-savvy initiatives, resulting in a 300-600% increase in customer response rates and a 10-50% churn reduction with a 30% annual growth of global AI-derived business value.

This highlights the importance of investing in up-to-date technology and AI customer service initiatives.

This can result in improved customer response rates and a reduction in customer churn, which can lead to increased business value.

40% of US consumers switch vendors due to feeling undervalued by customer service reps.

This highlights the importance of customer service reps in providing a positive customer experience. If customers feel undervalued, it could lead to a decrease in customer loyalty and an increase in customer attrition.

Companies should prioritize providing good customer service to ensure customer satisfaction and loyalty.

In 2022, the private sector had its lowest contact center satisfaction index since 2019, while the government had its highest since 2013, with only one point higher than the private sector.

The private sector is not meeting customer expectations as well as the government sector, which could lead to a decrease in customer loyalty and an increase in customer churn.

This could have a negative effect on the Call Center Industry, as customers may be less likely to use their services if they are not satisfied with the customer service they receive.

The Call Center Industry average Csat benchmark rate is 78%, with a good Csat rate being 75%-84% and a World-class Csat rate of 85% or higher.

This provides a benchmark for customer satisfaction. Knowing the industry standard and the world-class rate allows call centers to measure their own performance and strive to achieve a higher Csat rate.

Conclusion

In conclusion, the call center industry is an ever-evolving industry that is constantly changing and adapting to the needs of customers. The industry is growing and is expected to continue to do so in the future.

The statistics presented in this blog post provide a snapshot of the current state of the industry and its potential for growth. With the right strategies and investments, the call center industry can continue to be a major player in the customer service and customer experience landscape.

References

1 – 11 Contact Center Statistics to Know in 2023 (fitsmallbusiness.com)

2 – 45 Crucial Call Center Statistics [2023]: Metrics, Performance KPIs, And Industry Data – Zippia

3 – Call Centre Fraud: Illegal desi call centres behind $10 billion loss to Americans in 2022 | India News – Times of India (indiatimes.com)

4 – Cybercrime poses the largest threat to organizations as fraud rises | World Economic Forum (weforum.org)

5 – Call Centre Market | Global Sales Analysis Report – 2029 (futuremarketinsights.com)

6 – Call Center Outsourcing Market 2019-2023 | Increasing Use of RPA in Call Centers to Boost Growth | Technavio | Business Wire

7 – Customer Experience Statistics in 2022 You Shouldn’t Ignore (indatalabs.com)

8 – Customer Service Statistics 2023 – TrueList

9 – https://www.statista.com/statistics/802285/global-contact-center-satisfaction-index/

10 – (5) Call Center Customer Satisfaction: A Comprehensive Guide | LinkedIn

ZipDo, cited June 2023: Call Center Industry Statistics

Srive – Call Center Industry Statistics

FAQs

What is a call center?

A call center is a centralized department to handle large volumes of incoming and outgoing calls, typically for customer service, sales, or technical support.

What services do call centers provide?

Call centers provide customer service, technical support, sales, and other services.

What are the benefits of using a call center?

The benefits of using a call center include improved customer service, increased efficiency, cost savings, and better customer experience.

What technologies are used in call centers?

Technologies used in call centers include VoIP, IVR, CRM, and AI.

What are the challenges of running a call center?

The challenges of running a call center include customer service, employee retention, technology integration, and cost control.

How we write our statistic reports:

We have not conducted any studies ourselves. Our article provides a summary of all the statistics and studies available at the time of writing. We are solely presenting a summary, not expressing our own opinion. We have collected all statistics within our internal database. In some cases, we use Artificial Intelligence for formulating the statistics. The articles are updated regularly.

See our Editorial Process.

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