New Contact Center Industry Report from ContactBabel

ContactBabel has publshed the 4th edition of the their US Contact Centers 2016-2020
The State of the Industry & Technology Penetration.  
See: http://contactbabel.com/pdfs/oct%2016/US-SOITP-2016-Marketing-v2.pdf

 

Some key findings:

  • There are 41,500 contact centers in the US, with over 3.5 million agent positions.
  • Large contact centers (with over 250 agent positions) employ around 45% of all contact center staff, despite only accounting for less than 7% of physical contact center sites.
  • 20% of businesses using a workforce management system are looking to replace it.
  • Around 4% of the US’s employed population work in contact centers.
  • The mean average contact center size is 85 agent positions.
  • There were over 230 billion minutes of inbound calling in 2016.
  • On average, 12.5% of inbound interactions to contact centers are via email.
  • Outbound calling activity has declined considerably to 18%, although more service focused outbound calls are replacing past sales call volumes.

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