Gitnux/Report 2026

Cs Industry Statistics

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Cs Industry Statistics
Samuel NorbergWritten by Samuel Norberg·Fact-checked by Maya Johansson
Published
How this report is researched
01Editorial Scope

Before any source is gathered, an editor locks the question, what qualifies, and how the piece will be judged.

02Source Research

Search agents collect the source set and pull each data point out with its provenance attached.

Read our full methodology →

Search agents attach provenance to every extracted figure.

Next review: within 31 days

01 Industry overview

The cs industry at a glance

The global customer-service (CS) market was valued at $50.09 billion in 2025 and is shifting toward cloud, automation and AI-enabled support.

$50.09B[74]
Global market size, 2025
11.31%[74]
Forecast CAGR, 2026–2031
38,204[75]
U.S. nonemployer call centers, 2024
34.6%[76]
North America market share, 2025
Market size
The global customer-service market was valued at $50.09 billion in 2025, according to Mordor Intelligence. A separate estimate from Emergen Research places the broader market at $95.0 billion in 2025, reflecting differences in market definitions and included services.[74][76]
Forecast & CAGR
Mordor Intelligence forecasts growth from $55.76 billion in 2026 to $95.26 billion in 2031, representing an 11.31% CAGR from 2026 to 2031. Emergen Research projects a 9.4% CAGR from 2026 to 2035, reaching $230.3 billion.[74][76]
Market share & regions
North America was the largest regional market in 2025, accounting for 34.6% of global customer-service revenue in Emergen Research’s estimate. Mordor Intelligence identifies North America as the largest market and Asia-Pacific as the fastest-growing region, with a projected 13.28% CAGR.[76][74]
Segmentation
The market is segmented by offering, deployment, channel and end-user industry. Covered categories include software and outsourced services; cloud and on-premises deployment; voice, chat and messaging, email and social media; and sectors such as retail, e-commerce, banking, financial services, insurance, healthcare, IT and telecommunications.[76][77]
Key players & concentration
Customer-service technology is supplied by large CRM and contact-center vendors alongside specialists. In customer-experience software, 6sense reports Zendesk with 14.18% share, Intercom with 12.68% and Trustpilot with 12.50% in 2026, indicating a fragmented market outside the leading vendors.[78][74]
Pricing
For U.S. telephone call centers, the Census Bureau recorded $727.7 million in revenue across 38,204 nonemployer establishments in 2024, but the source does not provide a standardized per-seat or per-interaction price. Available industry estimates therefore support revenue benchmarking rather than a single market-wide pricing metric.[75]
Trends, drivers & challenges
The main growth drivers are cloud migration, generative AI, automation, omnichannel support and demand for lower service costs. The industry also faces workforce displacement concerns: AP reported that Klarna replaced about 700 of roughly 3,000 customer-service agents with chatbots in 2024, while the scale and timing of broader job reductions remain uncertain.[74][79]
Consumer behavior & competition
Competition is moving from traditional voice-only contact centers toward integrated voice, chat, messaging, email and social channels. Customer-experience software adoption is broad: 6sense counted more than 604,880 companies using at least one customer-experience technology worldwide in 2026, with Zendesk, Intercom and Trustpilot among the leading vendors by observed share.[78][76]
M&A
Salesforce agreed in May 2025 to acquire Informatica for approximately $8 billion in equity value, linking customer-service and CRM capabilities with data governance, integration and AI infrastructure. Salesforce announced that the acquisition was completed on November 18, 2025.[2]
Regulation
In the United States, the FTC’s Telemarketing Sales Rule requires disclosures, restricts deceptive practices and limits calls to consumers who have requested no further contact. The FTC states that the rule’s maximum civil penalty was adjusted to $53,088 per violation in January 2025, while later amendments added recordkeeping requirements and addressed business-to-business telemarketing misrepresentations.[80]
Latest news
Recent industry developments include continued adoption of AI agents and chatbot automation in contact centers, alongside concern about human-agent displacement. Salesforce’s November 18, 2025 completion of the Informatica acquisition also strengthened the data-management foundation supporting AI-enabled customer-service applications.[79][2]

02 Ranking

Top 10 Companies in the Cs Industry

The leading companies in the cs industry, ranked on market impact, performance, momentum, innovation and brand popularity.

Updated November 11, 2026 · Next review December 11, 2026

Verdict

M.A.SILVA leads Gitnux's 2026 cs ranking with an Overall score of 9.2, with more than 700 million cork stoppers sold in 2022. Corticeira Amorim is the runner-up at 8.8, backed by Amorim Cork selling 5.2 billion cork stoppers annually.

Ranked by Overall score · How we score ↓

Editor's top 3 picks

Where to start, by need.

  1. #1 Overall · Leader in cork closures

    M.A.SILVA

    PT

    Ranked #1 · 9.2 · Cork closures

    Why we picked it: We see high-volume natural and technical cork stopper sales in 2022, supporting packaging scale needs.

    See in ranking ↓Visit masilva.pt ↗

  2. #2 overall

    Corticeira Amorim

    PT

    Ranked #2 · 8.8 · Cork closures

    Why we picked it: We see global natural and technical cork stopper output at 5.2 billion per year, plus signal margins.

    See in ranking ↓Visit amorim.com ↗

  3. #3 overall

    Harv 81 Group

    LU

    Ranked #3 · 8.7 · Cork closures

    Why we picked it: We see cork closures plus oak and wine label production at roughly 611 million units per year.

    See in ranking ↓Visit harv81.com ↗

Pick 1 is the #1 company overall. No other segment places in the top 5, so picks 2 and 3 follow rank.

Full ranking

Sort by
Top 10 companies in the cs industry, 2026 – Gitnux ranking
#CompanyOverall ↓Company snapshot
1

M.A.SILVA

Cork closures · PT

9.2
2

Corticeira Amorim

Cork closures · PT

8.8
3

Harv 81 Group

Cork closures · LU

8.7
4

Lafitte Cork & Capsule

Cork closures · FR

8.6
5

Jelinek Cork Group

Cork closures · CA

8.5
6

Sugherificio Molinas

Natural and technical cork stoppers, Italy · IT

8.5
7

EFS Cork

Natural, technical and spirits cork stoppers · PT

8.3
8

Oeneo

Technical cork closures and wine equipment · FR

8.2
9

PrecisionElite

Premium natural and technical cork stoppers · PT

8.0
10

Bouchons Trescases

Premium natural and technical cork stoppers · FR

7.3

How we score

  • Impact (30%): scale and weight in the market (revenue, market share, employees, market position).
  • Performance (20%): recent revenue growth and operating margin; an analyst assessment where a company does not publish them.
  • Momentum (20%): growth trajectory and future potential.
  • Innovation (15%): R&D intensity and how technologically advanced the company is.

Popularity (brand search demand, 15%) counts toward Overall but is not published as a column. Overall leaves out what is not known.

Scale Scores are shown on a 7–10 scale with one decimal; bars start at 7.0.

Cadence Recalculated when new figures are published; next review December 11, 2026.

Independence. Rankings are editorially independent. Scores, ranks, picks and the verdict follow the method above; no company can pay to change them.

Cite this ranking

APA

Samuel Norberg. (2026, November 11). Top 10 companies in the cs industry. In Cs Industry Statistics. Gitnux. https://gitnux.org/cs-industry-statistics/#top-companies

report visual · Projection

Real gross domestic product of computer systems design and related services (United States)

Real gross domestic product of computer systems design and related services grew from 437,921 millions of chained 2017 U.S. dollars in 2020 to 648,225 millions of chained 2017 U.S. dollars in 2024.

$437.9K
Start
+10.3%
CAGR · 4y
$648.2K
Projected
20202024
source-verifiedfred.stlouisfed.org2024

04 Statistics

Technology & Innovation

AI moves from pilots into service operations: 92% of decision-makers reported AI adoption in 2026. Case deflection is expected to reach 50% resolved by AI in 2027.

AI in the cs industry

  • Nubank's customer-support AI deployment increased self-service by 29 percentage points and transactional AI Net Promoter Score by 37 percentage points.[1]
  • 50% of service cases are expected to be resolved by AI in 2027, compared with 30% in 2025.[2]
  • Contact centers with mature AI capabilities reported 85% greater profitability than low-maturity peers in Deloitte Digital's 2026 global survey.[3]
  • 92% of customer experience and contact-center decision-makers reported AI adoption in 2026 across the United States, United Kingdom and Germany.[4]
  • 94% of consumers opted into AI-agent interactions in the first half of 2025, while customer service conversations with AI agents grew at a 2,199% six-month CAGR.[2]
  • 83% of telecommunications customer service teams used AI in 2025, the highest share among industries surveyed.[3]

Automation in the cs industry

  • 68% of customer-experience leaders believed AI-driven conversational analytics would be critical or essential for improving customer service in 2025.[5]
  • 52% of contact-center technology investment went to digital channels in 2024, compared with 31% for telephony.[6]
  • 60% of customer service agents failed to promote self-service during customer interactions in Gartner's 2025 survey.[7]
  • 73% of consumers preferred digital channels over phone for contacting companies about service questions in 2025.[8]
  • A web-chat interaction cost 77% as much as a phone call in ICMI's 2024 customer-channel analysis.[6]
  • 25% of customer-experience leaders expected AI-powered voicebots to have the biggest contact-center impact over the following five years in 2025.[5]

Digital Transformation in the professional and business services sector (sector benchmark)

  • 35.51% of EU professional, scientific and technical enterprises using AI applied it to business-administration or management processes in 2025.[9]
  • 55% of business-services CEOs identified keeping pace with technology and AI transformation as their greatest concern in PwC’s 2025 global CEO survey.[10]
  • 40.4% of EU enterprises in professional, scientific and technical activities used at least one AI technology in 2025.[9]
  • 51% of U.S. technology executives reported no increase in performance or profitability from digital-transformation investments during the previous two years.[11]

Technology Adoption in the professional and business services sector (sector benchmark)

  • 30.87% of EU professional, scientific and technical enterprises using AI applied it to accounting, controlling or finance management in 2025.[9]
  • 18.55% of EU professional, scientific and technical enterprises using AI applied it to ICT security in 2025.[9]
  • 27.33% of EU professional, scientific and technical enterprises using AI applied it to production processes in 2025.[9]
  • 22.32% of EU professional, scientific and technical enterprises using AI applied it to research and development or innovation activities in 2025.[9]

Cloud Computing in the professional and business services sector (sector benchmark)

  • 80.4% of Danish professional, scientific and technical enterprises used cloud computing services in 2023.[12]
  • 91.2% of Finnish professional, scientific and technical enterprises used cloud computing services in 2023.[12]
  • 77.7% of Dutch professional, scientific and technical enterprises used cloud computing services in 2023.[12]
  • 90.7% of Australian professional, scientific and technical enterprises used cloud computing services in 2022.[12]

Big Data in the professional and business services sector (sector benchmark)

  • 45.4% of Finnish professional, scientific and technical enterprises conducted big-data analysis in 2023.[12]
  • 57.5% of Dutch professional, scientific and technical enterprises conducted big-data analysis in 2023.[12]
  • 47.5% of German professional, scientific and technical enterprises conducted big-data analysis in 2023.[12]
  • 46.8% of Swedish professional, scientific and technical enterprises conducted big-data analysis in 2023.[12]

IoT in the professional and business services sector (sector benchmark)

  • 36.3% of Irish professional, scientific and technical enterprises used Internet-of-Things technologies in 2021.[12]
  • 35.6% of Swedish professional, scientific and technical enterprises used Internet-of-Things technologies in 2021.[12]

05 Statistics

Data & Analytics

Data integration and quality drive outcomes: 50% of service organizations tracked cost per contact in 2024. Data-governance program coverage rose to 71% in 2024.

Data analytics in the cs industry

  • 1.4 times as many service companies with unified channel data called their AI implementation very successful compared with companies using siloed systems in 2025.[2]
  • 92% of service leaders using AI said it improved response time in 2024.[13]
  • 79% of customer-success respondents agreed that artificial intelligence would make customer-success management more effective in 2022.[14]
  • 70% of customer-success organizations reported struggling with their customer-intelligence process in 2022.[14]
  • 24% of service leaders had full-funnel visibility into customer experience in 2023.[15]
  • 86% of service leaders using AI said it improved customer satisfaction in 2024.[13]

Data Quality in the professional and business services sector (sector benchmark)

  • 50% of organizations identified data-quality issues as the biggest challenge affecting their data-integration projects in 2024.[16]
  • 67% of supply management organizations said their data quality was better or significantly better than two years earlier in 2024.[17]
  • 87% of enterprise data leaders said traditional rules-based approaches to data quality did not scale to current needs in 2024.[18]
  • 23% of supply management firms spent at least 21% of their time cleaning data in 2024.[17]
  • 95% of enterprise companies with at least $1 billion in revenue had experienced a data-quality issue directly affecting business outcomes in 2024.[18]
  • 49% of supply management organizations reported that their data quality was good or excellent in 2024, based on a survey of more than 121 respondents.[17]

Data Governance in the professional and business services sector (sector benchmark)

  • 71% of global organizations reported having a data-governance program in 2024, up from 60% in 2023.[16]
  • 18.3% of organizations used a data-governance or catalog solution as part of their governance program in 2024.[19]
  • 61% of organizations had a dedicated data-governance function in 2024, according to a survey of more than 121 supply management professionals.[17]
  • 81% of supply management organizations found their data-governance program useful in 2024.[17]
  • 32% of organizations in the 2024 governance study had a formal governance organization in place, while 68% had none.[19]
  • 33% of North American organizations had a formal data-governance organization in place in 2024.[19]

KPIs in the cs industry

  • 51% of service organizations tracked cost per contact in 2024.[2]
  • 51% of service organizations tracked first-contact-resolution rate in 2024.[2]
  • 75% of service organizations tracked employee experience in 2024.[2]
  • 69% of service organizations tracked average response time in 2024.[2]
  • 57% of service organizations tracked customer attrition in 2024.[2]
  • 80% of service organizations tracked customer satisfaction metrics such as CSAT or NPS in 2024.[2]

06 Statistics

Strategy & Growth

Buyers keep expanding outsourcing and AI-driven engagement: 82% of U.S. CX leaders worked with or planned an outsourcing partner for 2025. TTEC’s fiscal-2024 revenue split shows 21% Digital and 79% Engage.

Growth in the cs industry

  • 82% of U.S. CX leaders surveyed were working with, or planning to work with, an outsourcing partner to achieve their 2025 customer-experience goals.[20]
  • 32% of U.S. CX leaders planned to use outsourcing partners to scale customer-service operations in 2025.[20]
  • 23% of enterprises reported revenue growth as an outcome of CX partnerships in IDC research summarized in 2026.[21]
  • 25% of U.S. CX leaders planned to use outsourcing partners for sales or revenue generation in 2025.[20]
  • 44% of U.S. CX leaders planned to use outsourcing partners for AI-driven customer interactions in 2025.[20]
  • 36% of U.S. CX leaders planned to use outsourcing partners for AI-driven agent interactions in 2025.[20]

Differentiation in the cs industry

  • 9% of enterprises outsourced inbound B2C sales in 2025, showing that revenue-generating CX services remained less widely adopted than analytics and support.[22]
  • 22% of enterprises outsourced customer-retention management in 2025, extending CX providers beyond basic service delivery.[22]
  • 21% of TTEC’s fiscal-2024 revenue came from its Digital segment, which provides technology-enabled customer-experience services and solutions.[23]
  • 27% of enterprises outsourced customer analytics in 2025, the leading CX function for providers seeking differentiation through data and insight services.[22]
  • 24% of enterprises outsourced technology support and help-desk services in 2025, highlighting technology capability as a major CX-service offering.[22]
  • 79% of TTEC’s fiscal-2024 revenue came from its Engage segment, covering customer care, acquisition, growth, retention and related services.[23]

Mergers and acquisitions in the cs industry

  • 40 countries and six continents were represented in Concentrix’s operations when it announced the acquisition of PK in 2021.[24]
  • 58 BPO and contact-center transactions were recorded in 2024, slightly above the 56 transactions recorded in 2023.[25]
  • 50% of BPO and contact-center transactions in 2024 involved strategic buyers, with financial buyers accounting for the other 50%.[25]
  • 170+ employees joined Accenture Song through its 2024 acquisition of customer-experience analytics provider GemSeek.[26]
  • 5,000+ employees across four countries were added through Concentrix’s acquisition of PK, completed in December 2021.[27]
  • $530 million of first-full-year revenue was expected from PK after Concentrix’s acquisition, alongside $85 million of adjusted EBITDA.[24]

Strategic partnerships in the cs industry

  • 82% of U.S. CX leaders were working with, or planning to work with, an outsourcing partner for 2025 CX goals.[20]
  • 44% of U.S. CX leaders planned outsourcing partnerships for AI-driven customer interactions in 2025.[20]
  • 25% of enterprises identified service-delivery alignment as the leading factor driving satisfaction with CX partnerships.[20]
  • 56% of customer-service and support organizations considered improving their BPO partnership a moderate or significant priority for 2024.[7]
  • 23% of enterprises reported revenue growth as an outcome of CX partnerships in IDC’s 2025 survey.[21]
  • 84% of customer-service and support organizations worked with at least one BPO partner in Gartner’s 2024 survey.[7]

07 Statistics

People & Workforce

Workforce roles shift under AI adoption: 40% of customer-service teams reported agents spending more time training and optimizing AI systems in 2026. Attrition and hiring plans remain active through 2025.

Hiring in the cs industry

  • Customer service representatives accounted for 28.8% of employment in U.S. restaurants and food services in 2024.[28]
  • Customer service representatives accounted for 27.3% of employment in U.S. warehouse clubs, supercenters and other general merchandise retailers in 2024.[28]
  • 60% of administrative and customer-support leaders planned to hire more contract staff during the second half of 2025.[29]
  • 91% of administrative and customer-support leaders planned to hire during the second half of 2025 in Robert Half's U.S. survey.[29]

Employee retention in the cs industry

  • 42% was the average customer-service-manager attrition rate reported for 2021 in NICE's global workforce-management survey.[30]
  • 31% of customer-service agents and managers were looking for a new job in NICE's global survey covering 2021.[30]
  • 54% of administrative and customer-support leaders planned to expand professional-development opportunities in 2025, citing retention and productivity goals.[29]
  • About three-quarters of contact-center employees who changed jobs in the prior year stayed in-house in 2022, moving to another internal role or challenge.[6]
  • 50% was the attrition rate for contact centers with up to 1,000 agents in NICE's global survey covering 2021.[30]

Remote Work in the professional and business services sector (sector benchmark)

  • 54% of U.S. professional-services firms reported having at least one paid work-from-home employee in November 2024–January 2025.[31]
  • 62.8% of U.S. professional and business-services employees who could work at home did so during 2024–2025, while 66.0% could work at home.[32]
  • About 45% of U.S. professional and business-services workers worked remotely during October 2023–September 2024, including hybrid and fully remote work.[33]
  • 37.21% was the average share of paid workdays performed from home by U.S. professional and business-services employees in January 2025.[34]

Hybrid Work in the professional and business services sector (sector benchmark)

  • Across U.S. professional and business services, 39% of full-time employees worked fully onsite during January–April 2025.[35]
  • Across U.S. professional and business services, 38% of full-time employees worked hybrid schedules during January–April 2025.[35]
  • 27% of U.S. full-time employees worked in a hybrid arrangement in 2025, compared with 12% fully remote and 61% fully on-site.[36]
  • 54% of U.S. employees with remote-capable jobs worked in a hybrid arrangement in November 2025.[37]
  • 61% of U.S. employees with remote-capable jobs preferred hybrid work in November 2025, compared with 33% preferring fully remote work.[37]

Upskilling in the cs industry

  • 40% of customer-service teams reported agents spending more time training and optimizing AI systems in 2026.[38]
  • 41% of contact-center organizations had established programs to prepare agents for leadership roles in 2024.[6]
  • 58% of customer-service leaders intended to upskill agents into knowledge-management specialists in 2026.[38]
  • 54% of administrative and customer-support leaders planned to expand professional-development opportunities for individual contributors in 2025.[29]

Employee Engagement in the professional and business services sector (sector benchmark)

  • 32% of U.S. employees were engaged at work in 2024, while 17% were actively disengaged.[37]
  • 32% of U.S. employees were engaged at work in 2025, while 17% were actively disengaged.[37]
  • 34% of U.S. employees were engaged at work in 2022, while 16% were actively disengaged.[37]
  • 33% of U.S. employees were engaged at work in 2023, while 16% were actively disengaged.[37]

DEI in the cs industry

  • 52% of U.S. call-center and customer-support employees in the media and entertainment industry were people of color in 2023.[39]
  • 1% of U.S. call-center and customer-support employees in the media and entertainment industry were American Indian or Alaska Native in 2023.[39]
  • 12% of U.S. call-center and customer-support employees in the media and entertainment industry were Hispanic or Latino in 2023.[39]
  • 33% of U.S. call-center and customer-support employees in the media and entertainment industry were Black or African American in 2023.[39]

08 Statistics

Customer & Sales

Customer behavior favors technology-first resolution: 50% of U.S. customers resolved a customer-service issue with AI or ChatGPT without human assistance in 2025. Insurance customers also show strong digital self-service likelihood.

Customer experience in the cs industry

  • 50% of U.S. customers had resolved a customer-service issue using AI or ChatGPT without human assistance in 2025.[40]
  • 60% of global insurance customers rated the communications they received as very good or excellent in 2025.[41]
  • 82% of U.S. customers said companies should use more technology to deliver excellent service in 2025.[40]
  • 71% of global insurance customers were somewhat or very likely to use digital self-service instead of calling customer service in 2025.[41]
  • 63% of global insurance customers preferred a guided digital form over a fillable PDF in 2025.[41]

Customer retention in the cs industry

  • 80% of global insurance customers were likely to switch providers when communications failed to meet expectations in 2025.[41]
  • 23% of consumers were given incorrect information by a customer-service agent in 2025.[42]
  • 44% of consumers had to provide the same information more than once during their last interaction in 2025.[42]
  • 55% of global consumers said they would become repeat customers if they were happy with customer service in 2025.[43]
  • 1 in 6 consumers switched to a competitor when a service interaction failed to resolve their issue in 2025.[42]

Customer loyalty in the cs industry

  • 48% of global insurance customers said communications influenced loyalty in 2025.[41]
  • 52% of U.S. customers said it was important or very important for a brand to have a social cause that mattered to them in 2025.[40]
  • 63% of consumers said their brand loyalty was significantly influenced by the quality of customer support on social media in 2023.[44]
  • 65% of global consumers said good customer service would lead them to recommend a brand to friends or family in 2025.[43]

09 Statistics

Marketing & Brand

Social channels are a service surface: 70% of social-media marketers offered customer service through social media in 2024. Dedicated responders were reported by 70% of marketers in 2024.

Social media in the cs industry

  • 70% of social-media marketers said their companies offered customer service through social media in 2024.[13]
  • 45% of business leaders strongly agreed that social data and insights were critical to exceptional customer care in 2023.[44]
  • 43% of business leaders somewhat agreed that social data and insights were critical to exceptional customer care in 2023.[44]
  • 70% of social-media marketers said their companies had a dedicated customer-service representative responding to social-media queries in 2024.[13]
  • 88% of business leaders agreed that social data and insights were critical to exceptional customer care in 2023.[44]

Influencer Marketing in the professional and business services sector (sector benchmark)

  • 78% of B2B influencer-marketing practitioners identify brand awareness and lead generation as their joint top challenges, based on Q1 2026 research.[45]
  • 74% of B2B influencers use artificial-intelligence tools to enhance content creation, based on Q1 2026 research.[45]
  • 86% of B2B influencer-marketing practitioners and creators prefer co-creating content with brands rather than amplifying finished brand content, based on Q1 2026 research.[45]
  • 44% of B2B influencer-marketing practitioners say finding the right talent is their single biggest collaboration obstacle, based on Q1 2026 research.[45]

10 Statistics

Operations & Execution

Operational load stays measurable, with speed-to-answer benchmarks for webchat and voice-call listed for 2024. Digital execution shifts time toward automation and reduced repetitive manual work.

Process optimization in the cs industry

  • 45% of bank contact-centre representatives’ time was spent on operational activities in 2024.[43]
  • 91% of customer-service organizations tracked service-driven revenue in 2024, up from 51% in 2018.[2]
  • 49% of Australian contact centres with knowledge-management systems said they improved the customer journey in 2024.[46]
  • 62% of global consumers reported that their customer-service issue was resolved on the first contact in 2024.[47]
  • 80% of bank contact-centre representatives’ workdays were consumed by repetitive manual tasks in 2024.[43]

Operational efficiency in the cs industry

  • 11.6 frontline colleagues was the average number supported by one team manager in the 2024 CCMA benchmark.[48]
  • 156 seconds was the average webchat speed to answer in the 2024 CCMA contact-centre benchmark.[48]
  • 139 seconds was the average voice-call speed to answer in the 2024 CCMA contact-centre benchmark.[48]
  • 25.76% was employee attrition in UK contact centres based on 2025 data published in February 2026.[48]
  • 46% of customer-service representatives’ average working week was spent directly working with customers in 2024.[2]

Quality management in the cs industry

  • 79% of Australian contact-centre managers rated first-call resolution as an important metric in 2024.[46]
  • 55% of global consumers were satisfied with contact-centre waiting times in 2024.[49]
  • 64.4% of contact-centre managers rated first-contact resolution as a very important metric in 2024.[50]
  • 78% of consumers in China were satisfied with contact-centre waiting times in 2024.[49]
  • 63% of global consumers were satisfied with their overall contact-centre experience in 2024.[47]

Supply chain in the cs industry

  • 129% was the increase in gas costs reported by UK contact-centre outsourcing partners after the pandemic.[48]
  • 15% was the approximate increase in staffing costs reported by UK contact-centre outsourcing partners.[48]
  • 55% of global companies surveyed by McKinsey outsourced part of their customer-care operations in 2024.[51]
  • 49% of Australian contact centres considering self-service cited cost optimization as a driver in 2024.[46]
  • 30% of Australian contact centres reported reduced human-support headcount as a benefit from implemented self-service in 2024.[46]

Outsourcing / Offshoring in the professional and business services sector (sector benchmark)

  • 47.5% of EU enterprises sourcing abroad sourced administrative and management functions internationally during 2021–2023.[9]
  • 39% of EU enterprises sourcing abroad outsourced business functions to external providers during 2021–2023, while 72% used affiliated-group insourcing.[9]
  • 60% of EU business-services enterprises sourcing abroad were in the business-services sector, compared with 40% in industry and construction, during 2021–2023.[9]
  • 29% of U.S. CPA firms responding to the 2025 National MAP Survey utilized offshoring, rising to 74% among firms with at least $10 million in net client fees.[52]
  • 65% of U.S. CPA firms participating in the 2025 National MAP Survey that offshored used India, followed by 33% using the Philippines.[52]

11 Statistics

Finance & Pricing

Benchmarks separate cost models by contact type: $1.84 is the median cost per self-service contact in Gartner’s 2024 benchmark. Assisted contacts are benchmarked at $13.50.

Pricing strategy in the cs industry

  • 94% of retail customer-service professionals using AI said it saved time in Salesforce’s 2024 survey.[2]
  • 88% of consumers said good service made them more likely to purchase again in Salesforce’s 2024 research.[2]
  • 93% of retail customer-service professionals using AI said it reduced costs in Salesforce’s 2024 survey.[2]
  • £615 per employee per year was the estimated additional UK contact-centre cost from 2025 wage and tax changes.[48]
  • 84% of surveyed companies reported passing some customer-service cost increases to customers during the year ending March 2026.[53]

Cost reduction in the cs industry

  • $1.84 was the median cost per self-service customer-service contact in Gartner’s 2024 benchmark.[7]
  • 0.7% of company revenue was the median annual customer-service and support spend in Gartner’s 2024 benchmark.[7]
  • $18.77 was the median customer-service function cost per $1,000 of revenue in APQC data.[54]
  • $13.50 was the median cost per assisted customer-service contact in Gartner’s 2024 benchmark.[7]
  • 43% of consumers said a poor customer-service experience would prevent a repeat purchase in Salesforce’s 2024 research.[2]

Profitability in the cs industry

  • 41% of global consumers recommended a company after a positive customer-service experience in Genesys research published in 2025.[55]
  • 23% was the average service-budget increase expected by service decision-makers over the following year in 2024.[2]
  • 76% of service decision-makers expected service headcount to expand in 2024.[2]
  • 85% of service decision-makers expected customer service to contribute a larger share of revenue in 2024.[2]
  • 88% of customers said good service made them more likely to purchase again in Salesforce’s 2024 research.[2]

Financial planning in the cs industry

  • 65% of service leaders expected case volumes to increase over the following year in Salesforce’s 2025 State of Service survey.[2]
  • 57% of CX technology was not fully cloud-based in Genesys research.[55]
  • 33% of CX budgets were expected to go to AI-powered technology during the following 12 months in Genesys research.[55]
  • 77% of service-operations professionals said they could not reach their goals without more budget in Salesforce research.[2]
  • 69% of executives said they allocated the budget needed to modernize customer-service operations in Salesforce research.[2]

12 Statistics

Product & Service

Service performance expectations tighten: 82% of customers wanted issues solved immediately in 2023. Ticket volume rose for 75% of customer-experience leaders in 2023.

After-sales in the cs industry

  • 43% of consumers said a poor customer-service experience would prevent them from making a repeat purchase in 2024.[2]
  • 55% of service leaders said AI-powered chatbots were effective in customer service in 2024.[13]
  • 75% of customer-experience leaders reported that ticket numbers increased in 2023.[15]
  • 82% of customers wanted their service issues solved immediately in 2023.[15]
  • 78% of customers expected more personalization from customer-experience teams in 2023.[15]

Value proposition in the cs industry

  • 43% of customer-success teams owned the expansion process in 2023.[56]
  • 79% of service professionals said their metrics emphasized value over timeliness in 2024.[2]
  • 44% of customer-success teams reported being compensated for expansion activities in 2024.[56]
  • 40% of customer-success teams owned expansion activities at some point during the five years through 2024.[56]
  • 51% of customer-service teams tracked agent-driven revenue, including revenue from upselling, in 2024.[2]

13 Statistics

Sustainability & Ethics

Ethical concerns center on AI risk controls: 73% of organizations flagged data privacy and security in 2025. Bias and fairness were cited by 61% in the same 2025 set.

Ethics in the cs industry

  • More than half of customers lacked confidence that organizations were using AI responsibly in customer service, according to customer-service research cited in 2025.[57]
  • 73% of organizations identified data privacy and security as an ethical concern regarding Industry 5.0 technologies in 2025, globally.[58]
  • 61% of organizations identified bias and fairness in AI algorithms as an ethical concern regarding Industry 5.0 technologies in 2025, globally.[58]

15 Statistics

Globalization & Expansion

Service delivery footprints extend across geographies: TTEC’s platform covered 22 countries in 2024. Startek supported CS delivery via 12 countries included in its footprint.

Globalization in the cs industry

  • 12 countries supported Startek’s 38,000 associates delivering customer experiences through voice and non-voice channels in 2024.[69]
  • 70+ countries was the operating footprint of Concentrix in fiscal 2023, spanning six continents and major delivery markets including the Philippines, India, Brazil and the United States.[27]
  • 22 countries across six continents hosted TTEC’s global operating platform in 2024, supported by approximately 52,000 customer-care associates, consultants, technologists and CX professionals.[23]
  • $5.6 billion was the overall BPO annual contract value in the first half of 2024, including customer-experience and other business-process services worldwide.[70]
  • 38% was India’s estimated share of the global BPO industry in 2021, according to India’s software-technology parks authority.[71]

Cultural adaptation in the cs industry

  • 166 countries and regions supplied Huawei with employees in 2024, reflecting the need to manage culturally diverse service and technology workforces.[72]
  • 48% of U.S. multilingual customers said they had chosen one company over a competitor because its website or app was better adapted to their language and culture.[73]
  • 12 countries were included in Startek’s delivery footprint, supporting localized customer experiences across the United Kingdom, South Africa and India.[69]
  • 56% of U.S. multilingual customers in a 2026 survey said they would abandon a company after poor localization of a website, app or digital service.[73]

Supplier management in the cs industry

  • 84% of customer-service and support organizations surveyed worked with at least one BPO partner in 2024.[7]
  • 27% of enterprises outsourced customer analytics, making it the most commonly outsourced CX function in IDC’s 2025 survey.[22]
  • 22% of enterprises outsourced customer-retention management in IDC’s 2025 survey.[22]
  • 24% of enterprises said improving their organization’s financial management was a key factor driving satisfaction with BPO providers.[20]
  • 56% of customer-service and support leaders said improving their BPO partnership was a moderate or significant priority for 2024.[7]

Stakeholder management in the cs industry

  • 22% of enterprises said outsourced providers’ product innovation and leadership improvements contributed to satisfaction with the relationship.[20]
  • 25% of enterprises identified alignment between outsourced service delivery and their organization as the most important driver of BPO-provider satisfaction.[20]
  • 16% of enterprises cited providers taking a long-term view of future support needs as a factor driving satisfaction with BPO providers.[20]
  • 18% of enterprises cited proactive advice and guidance as a factor driving satisfaction with BPO providers.[20]
  • 20% of enterprises cited improved employee satisfaction as a factor driving satisfaction with BPO providers.[20]

Key questions about the cs industry

What is the global customer-service (CS) market size in 2025?
The global customer-service (CS) market was valued at $50.09 billion in 2025, according to Mordor Intelligence. A separate estimate from Emergen Research places the broader market at $95.0 billion in 2025.
What is the forecast growth for the customer-service market from 2026 to 2031?
Mordor Intelligence forecasts growth from $55.76 billion in 2026 to $95.26 billion in 2031, a 11.31% CAGR from 2026 to 2031. Emergen Research projects a 9.4% CAGR from 2026 to 2035, reaching $230.3 billion.
Which companies lead the cs industry?
M.A.SILVA leads Gitnux's 2026 cs ranking with an Overall score of 9.2, with more than 700 million cork stoppers sold in 2022. Corticeira Amorim is the runner-up at 8.8, backed by Amorim Cork selling 5.2 billion cork stoppers annually.
How fast is AI expected to resolve service cases?
Fifty percent of service cases are expected to be resolved by AI in 2027, compared with 30% in 2025. In parallel, AI-agent conversations grew at a 2,199% six-month CAGR in the first half of 2025.
How is the customer-service market structured by vendors and offerings?
The market is segmented by offering, deployment, channel, and end-user industry, covering software and outsourced services. Customer-service technology is supplied by large CRM and contact-center vendors alongside specialists, and customer-experience software shows fragmented share outside leading vendors.
What compliance constraints shape how U.S. customer service and outreach operate?
In the United States, the FTC’s Telemarketing Sales Rule requires disclosures, restricts deceptive practices, and limits calls to consumers who requested no further contact. The FTC states the maximum civil penalty was adjusted to $53,088 per violation in January 2025.
Reference

Cite This Report

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APA
Samuel Norberg. (2026, November 11). Cs Industry Statistics. Gitnux. https://gitnux.org/cs-industry-statistics
MLA
Samuel Norberg. "Cs Industry Statistics." Gitnux, 11 Nov 2026, https://gitnux.org/cs-industry-statistics.
Chicago
Samuel Norberg. 2026. "Cs Industry Statistics." Gitnux. https://gitnux.org/cs-industry-statistics.

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