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

The importance of a well-trained and motivated contact center workforce cannot be understated. They are equipped with the knowledge and skills to resolve issues, provide information, and offer support to customers in a timely and effective manner. By providing a human touch to customer interactions, they help build trust and loyalty with clients, ultimately driving repeat business and positive word-of-mouth referrals.

Contact center agents are not just operators handling customer inquiries; they are problem-solvers who must think on their feet to come up with creative solutions to meet the diverse needs of customers. With each interaction, they have the opportunity to make a positive impact on a customer’s experience with the brand. That personalized touch can be a powerful differentiator in today’s competitive business landscape where customer experience has become a key differentiator.

Furthermore, contact center workforce plays a critical role in collecting valuable feedback from customers. By listening to customers’ concerns and suggestions, contact center agents gather valuable insights that can help businesses improve their products and services. This feedback loop is essential for companies to stay attuned to the changing needs and preferences of their target audience and to continuously refine their offerings to stay ahead of the competition.

In addition to their role in customer service, contact center workforce also serve as brand ambassadors for their companies. They are the first point of contact for many customers and play a key role in shaping their perception of the brand. A positive interaction with a knowledgeable and friendly contact center agent can leave a lasting impression on customers, reinforcing their loyalty to the brand.

However, contact center work is not without its challenges. Contact center agents must deal with high call volumes, irate customers, and sometimes repetitive inquiries. The job can be stressful and demanding, requiring agents to stay patient, empathetic, and composed under pressure. Companies must invest in training and support programs to help contact center agents develop the skills and resilience needed to excel in their roles.

Despite these challenges, the impact of a well-functioning contact center workforce on a company’s bottom line cannot be overlooked. By providing exceptional customer service, contact center agents contribute to improved customer satisfaction, increased customer retention, and ultimately, higher revenue for the business.

In conclusion, the contact center workforce is a crucial asset for businesses looking to deliver exceptional customer service and build meaningful relationships with their customers. Their role goes beyond just answering inquiries; they are the frontline ambassadors of the brand, shaping customer perceptions and driving business growth. Investing in the training, support, and development of contact center workforce is essential for companies to stay competitive and successful in today’s customer-centric 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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