Data is the closest thing leaders have to a crystal ball for predicting the future of call centers. Without it, modern call centers risk misallocating resources on initiatives that don't meet customer needs or expectations.
As technology has evolved, so have call centers. They’ve gone from just handling inbound and outbound calls to offering omnichannel customer services to support businesses. Staying informed about the latest industry statistics and trends is essential to adapt to changing customer behaviors and enhancing their overall customer experience.
No leading business wants to partner with an outdated call center. Keep your business competitive by staying updated. Explore our infographic below to learn more about the latest industry insights.
Explore the Call Center Evolution: Statistics From Previous Years
Let’s take a step back and explore how call centers have evolved over time. Here, we offer valuable insights into the ways call centers have adapted and grown, shaping how we connect with and support customers today.
Customer Satisfaction
- 88% of customers believe trust becomes more important in these changing times (Salesforce, 2022)
Over the past years, the world experienced uncertainty, pushing us all to lean on trust more than ever. As we continue to adapt to the new normal, post-pandemic customers are choosing to work with more trustworthy companies. - 44% of people report feeling annoyed or angry when faced with a wait time of 5-15 minutes. (EvaluAgent, 2023)
The convenience of advanced technology has made customers less patient. You can prevent customer frustration by improving your operations and training your agents to resolve concerns swiftly. - Nearly 60% of customers identify long holds and wait times as the most frustrating parts of a service experience. (Zendesk, 2020)
Sometimes, agents can't address every customer. Setting up call center automated systems can help ease frustrations. While machines respond faster, they must also offer valuable solutions. Understanding your software's capabilities is crucial for resolving customer issues. - 90% of customer service leaders report that customer expectations are at an all-time high (HubSpot, 2022)
Customers are setting the bar high, emphasizing the critical need to enhance every part of your operations to deliver exceptional service. This includes everything from agents' phone skills to seamless collaboration across departments to address customer concerns.
Call Centers and Technology
- The call center artificial intelligence (AI) market is expected to reach $7.5 billion globally by 2030 (Data Bridge Market Research, 2022)
This forecast highlights a growing trend of businesses investing in artificial intelligence, indicating that AI is not just a fleeting innovation but a long-term strategy that’s here to stay. - 83% of call centers consider AI a high priority (Commbox, 2020)
AI is set to transform not only call centers but also industries, such as advertising, cybersecurity, and transportation. By automating tasks and leveraging data, businesses can enhance both performance and quality. - 50% of customer service leaders have implemented basic customer relationship management (CRM) service features (HubSpot, 2022)
HubSpot found that basic features like a help desk, knowledge base, and shared email are crucial. They're so effective that nearly all customer service leaders consider using CRM software to enhance productivity. - 80% of customers found that using chatbots made them more frustrated (UJET, 2022)
Despite the advancements in machine learning, human conversations still have a natural flow that many chatbots struggle to replicate. It’s important to carefully consider the limitations of chatbots before integrating them into your operations. - 53% of businesses use digital call transcriptions to boost productivity (Salesforce, 2022)
Transcriptions allow agents to capture every detail of customer concerns, providing valuable reference material for future interactions and training. They also enable quick access to customer information, ensuring a seamless and consistent experience in ongoing communications.
Call Centers Channels
- 41% of businesses prefer voice calls for resolving customer issues (Hiya, 2022)
Around 41% of companies find that resolving customer issues through calls is more effective than through chat support. This shows that while there are various ways to address problems, the traditional phone call isn't going away anytime soon. - 57% of customers prefer email interactions (Salesforce, 2022)
Emails are becoming a popular choice for customer interaction, selected by over half of Salesforce's survey respondents in 2022. This trend may prompt companies that primarily rely on calls to expand their channels, reaching and serving more customers. - 51% of customers are likely to buy from a company again if they support live chat (Kayako, 2022)
Live chat serves as the perfect balance between emails and phone calls: it offers real-time interactions through text. Businesses can use chatbots or live agents to respond, but either way, prompt and accurate responses are essential. - 43% of customers prefer non-digital channels (Salesforce, 2022)
Authentic voice interactions between people often remain the most effective way to connect. Despite the rise of automation, training your agents to effectively engage with customers remains invaluable.
Contact Center Industry
- Experts predict the global contact center market to grow to $607.6 billion by 2027 (Research and Markets, 2022)
The contact center market is crucial for global business operations, and it's booming. With growth projected in the coming years, now is the perfect time to seize opportunities in the industry. - Roughly $30 billion of the Philippine economy comes from the BPO industry annually (Nexford University, 2021)
It's no shocker that the Philippines is a top choice for Western businesses outsourcing customer service. But with increasing competition, opportunities there won't last long. If you're considering outsourcing, act fast. - If returning to the office is compulsory, one-fifth of 1,400 BPO employees will consider quitting. (USource, 2022)
The BPO employees in the Philippines prefer the comfort and flexibility of working from home, where they can multitask without losing time to long commutes, which can eat up 1-2 hours or more sitting in traffic. - The global market for call centers is projected to hit $607.6 billion by 2027. (ReportLinker, 2024)
Despite the widespread impact of COVID-19 on most industries, experts project that the global call center market will grow at a compound annual growth rate (CAGR) of 6% from 2020 to 2027, reaching an estimated value of $607.6 billion.
Emerging Call Center Trends to Watch For
As the call center industry continues to evolve, staying ahead of emerging trends is essential for long-term success.
Digital Transformation
Customer service companies are going digital, using tech tools to improve connections. This transformation affects all departments, enhancing processes. Powered by digital tools like automation and cloud services, call centers can offer more. Select VoiceCom, backed by technology partners, ensures top-tier service for clients.
Artificial Intelligence (AI)
AI is revolutionizing the call center industry by managing repetitive tasks, boosting efficiency, and enhancing productivity. With AI in the call center industry, tools like live tone and mood detection are transforming customer interactions. Detecting customers' tones helps agents respond appropriately—whether they're frustrated, interested, or disinterested. These innovations reshape customer service, ensuring modern call centers deliver exceptional experiences.
Omnichannel Support
Omnichannel support enables call centers to engage with customers across various channels, including live chat, text messages, social media, and phone calls. By offering a unified and seamless experience across these platforms, businesses can effectively meet their customers at every touchpoint.
Cloud Integration
Cloud tech was a lifeline during the pandemic, keeping businesses connected despite physical distance. Now, with 90% of firms relying on it, understanding and embracing cloud computing is essential for staying relevant in business.
Upskilling and Reskilling
As automation takes over tasks, businesses need to prioritize continuous upskilling for employees. Nexford University highlights that upskilling fosters loyalty and retention while also building a diverse skill set among your team, setting your business apart from competitors.
More Data-Driven Solutions
You must pay attention to data when discussing the future of contact centers. Call center trends show a shift toward data-driven operations for improved results and customer service. By using data to evaluate your team's performance and tracking metrics like backlog and call completion rates, you can pinpoint challenges and areas for improvement.
More Use of Self-Service Tools
Self-service tools like instructional videos, FAQs, and blogs offer valuable assistance to customers anytime, day or night.
Prepare for the Future of Call Centers Today
The future of the contact center industry may be uncertain, but understanding how call centers operate today can help you improve your services and attract more clients.
Businesses are always looking for call centers to keep up with their customers. By staying on top of current statistics and trends, you can adapt to the evolving demands of both modern businesses and consumers.
If you’re looking to outsource your customer service, consider Select VoiceCom. We’re a progressive call center in the Philippines dedicated to keeping your business relevant and competitive. Contact us today to discover how we can support you!