Contact Center Workforce Statistics


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Contact Center Workforce Statistics 2023: Facts about Contact Center Workforce outlines the context of what’s happening in the tech world.

LLCBuddy editorial team did hours of research, collected all important statistics on Contact Center Workforce, and shared those on this page. Our editorial team proofread these to make the data as accurate as possible. We believe you don’t need to check any other resources on the web for the same. You should get everything here only 🙂

Are you planning to form an LLC? Maybe for educational purposes, business research, or personal curiosity, whatever the reason is – it’s always a good idea to gather more information about tech topics like this.

How much of an impact will Contact Center Workforce Statistics have on your day-to-day? or the day-to-day of your LLC Business? How much does it matter directly or indirectly? You should get answers to all your questions here.

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Top Contact Center Workforce Statistics 2023

☰ Use “CTRL+F” to quickly find statistics. There are total 24 Contact Center Workforce Statistics on this page 🙂

Contact Center Workforce “Latest” Statistics

  • For the typical contact center, a 1% increase in first-call response would result in yearly operating savings of $276,000.[1]
  • Compared to on-premise rivals, cloud contact centers are 27% less expensive and suffer from 35% less downtime.[1]
  • In the next 12 months, 46% of worldwide decision makers in contact centers expect their contact centers to increase by 5% to 10% in terms of the number of agent seats, and 14% anticipate growth of more than 10%.[1]
  • In 2019–2026, the global contact center AI market is anticipated to grow to an approximate value of $4.7 billion and exhibit a high CAGR.[1]
  • In 2016, the average turnover rate for outsourced contact centers was 73%; in 2017, it was stated that the turnover rate was just 49%.[1]
  • The inability to contact a live person for customer assistance was cited by 34% of U.S. respondents when asked what the most annoying component of a customer care encounter is.[1]
  • 60% of all U.S. businesses that employ BPO services do so via offshore contact centers situated in the Philippines.[2]
  • 75% of customers anticipate a consistent experience across various channels of contact.[2]
  • The worldwide criteria for service level in a contact center are 80% of calls answered within 20 seconds, whereas the average time to answer is around 28 seconds.[2]
  • Customer satisfaction is considered by 95.7% of contact center experts to be the most important call center statistic.[2]
  • According to Deloitte 2019, 63% of contact center managers believe that chatbots and virtual assistants make it simpler for consumers to handle their problems.[2]
  • Despite automation and bots, 81.5% of all contact center incoming contacts will still be handled by traditional technologies like phone and email.[2]
  • The contact center market in China, the second largest economy in the world, is projected to reach $87.4 billion by 2027, with a CAGR of 5.2%.[2]
  • Only 1% of consumers who get their issues remedied on the first contact are likely to switch to a rival, compared to 15% when the problem is not satisfactorily addressed.[2]
  • According to Gartner, by 2023, at least 95% of newly sold workforce management apps will be installed in the cloud as a result of businesses’ desire to update their contact center tech stack and take advantage of a cutting-edge cloud WFM solution.[3]

Contact Center Workforce “Other” Statistics

  • 34% of agents think they don’t have the appropriate client data accessible at the time of the request, and 44% of agents lack the tools that are available to them.[1]
  • Only 3% of calls that need identity verification are handled totally by automated procedures, even though 59% of calls require it.[1]
  • Customers’ expectations for customer service have reportedly increased by 59% since last year.[1]
  • By the year 20 clients will manage 85% of their interactions with a firm without ever speaking to another person, according to Gartner research.[1]
  • 68% of those polled indicated that a nice representative was essential to their most recent great customer service encounters, and 62% said that the person’s expertise or resourcefulness was essential.[1]
  • 33% of Americans say they’ll think about switching businesses if they have only one bad customer service experience.[2]
  • Customers are more inclined to discuss good or bad experiences today than they were in the past, according to 89% of customer service professionals in 2019.[2]
  • 30% of companies who haven’t already moved to the cloud are actively attempting to do so within the next two years.[2]
  • According to research, managers spend more than 75% of their coaching time providing feedback in brief bursts prior to, after, or even during client conversations.[3]

Also Read

How Useful is Contact Center Workforce

First and foremost, contact center workforce plays a critical role in enhancing customer satisfaction. Customers expect prompt and efficient service when they reach out to a company for assistance. Contact center agents are trained to handle a wide range of customer issues and are equipped with the necessary tools and resources to provide timely and accurate information. By addressing customer concerns effectively and in a professional manner, contact center workforce contributes significantly to enhancing customer loyalty and retention.

Furthermore, contact center workforce serves as a valuable source of feedback for organizations. By interacting with customers on a daily basis, contact center agents are able to gather crucial insights into customer preferences, pain points, and trends. This feedback can be leveraged by organizations to improve their products or services, enhance customer experiences, and stay ahead of the competition. Additionally, contact center workforce can provide valuable data and analytics to help organizations make informed business decisions and strategic initiatives.

Moreover, contact center workforce is instrumental in driving operational efficiencies within organizations. By centralizing customer service operations and standardizing processes, contact center agents can handle a larger volume of inquiries in a more streamlined and consistent manner. This not only results in cost savings for organizations but also enables them to deliver high-quality service to customers across various touchpoints. Contact center workforce also plays a crucial role in managing customer relationships and building brand reputation by ensuring that each interaction is positive and memorable.

In addition, contact center workforce can serve as a valuable training ground for future leaders within an organization. Contact center agents develop strong communication skills, problem-solving abilities, and resilience while handling a diverse range of customer inquiries. These soft skills are highly transferable and can be leveraged by individuals to pursue career advancement opportunities within the organization. Many successful executives and managers have started their careers in contact centers, highlighting the importance of this workforce in grooming future leaders.

In conclusion, contact center workforce is a vital component of any organization’s customer service ecosystem. Their role in enhancing customer satisfaction, driving operational efficiencies, providing valuable feedback, and grooming future leaders cannot be understated. Organizations must invest in their contact center workforce by providing ongoing training, support, and recognition to ensure that they are empowered to deliver exceptional service and drive positive customer experiences. Contact center workforce is not just a frontline service provider but a strategic asset that can help organizations differentiate themselves in a competitive market.

Reference

  1. callminer – https://callminer.com/blog/call-center-statistics-you-should-know
  2. financesonline – https://financesonline.com/call-center-statistics/
  3. lifesize – https://www.lifesize.com/en/blog/workforce-management-guide/

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