The Most Surprising Contact Center Industry Statistics in 2023

Facts about this Market Data Report

IconJournalist involved: 4
IconCited by: 104
IconStatistics researched: 46

Highlights: The Most Important Contact Center Industry Statistics

Table of Contents

In today's hyper-connected world, successful businesses are those that are able to seamlessly interact with their customers, receiving their queries, addressing their issues and ensuring a satisfying customer experience. At the heart of this function lies the Contact Center Industry, the mighty engine driving the customer service of businesses worldwide. Although it operates mostly behind the scenes, the scale, impact, and ongoing evolution of this industry is fascinating.

In this blog post, we delve into the key statistics that define the Contact Center Industry, aiming to capture an in-depth understanding of the trends shaping this vital sector. From call volumes to customer engagement technologies, from employee turnover to global market sizes, we bring you the numbers that are setting the pace in the world of customer interaction. Stay tuned for some figures that will undoubtedly give you a new perspective on the contact center cosmos.

The Latest Contact Center Industry Statistics Unveiled

83% of contact center leaders plan to increase their investment in real-time and predictive analytics tools.

Sharpening the lens onto this intriguing statistic - '83% of contact center leaders plan to increase their investment in real-time and predictive analytics tools,' paints a clear picture: The contact center industry is in the midst of an analytical revolution. Contact center executives are recognizing the critical role of predictive analytics for an edge in decision making and customer service.

This surge in planned investments highlights their determination to harness real-time insights, anticipate customer needs better, and align strategies with evolving customer behavior trends. Instead of flying blind, businesses are gearing up to navigate the future with data as their trusted compass.

The global customer experience management market size is expected to reach USD 23.9 billion by 2027.

Moonlighting the astonishing figure, infused expectation of the global customer experience management market size reaching USD 23.9 billion by 2027 sets a promising horizon for the Contact Center Industry. Within this golden nugget of data, we unfurl a tale of immense potential growth and profitable opportunities in the sector.

It not only underscores the increasing global reliance on customer service quality but also indirectly hints at the transformative role contact centers are anticipated to play in the exponential market expansion, leveraging their capabilities to shape the future of customer interactions and experience.

The contact center software market is projected to grow from USD 24.1 billion in 2020 to USD 75.5 billion by 2026.

Painting a vivid picture of the future landscape of the contact center industry, the compelling projection of the market's ascension from USD 24.1 billion in 2020 to an eye-popping USD 75.5 billion by 2026 serves as a strong driver for current insights and future predictions. Such a massive influx suggests a dynamic industry subjected to robust growth within a brief time frame, highlighting the escalating demands, technological advances, and the widening adoption of contact center solutions worldwide.

In the blogging space, this statistic presents an enriching route to discuss reasons behind this growth, key market players, as well as emerging opportunities and challenges in the industry, thereby providing a comprehensive understanding of the contact center landscape.

74% of businesses believe that virtual contact centers will become the norm in the post-COVID-19 world.

In the dynamic world of contact center industry, keeping an eye on the shifting tides is essential. Scrutinizing the said statistic—one that shows 74% of businesses foreseeing a virtual contact center future in the post-COVID-19 world—is like wielding a compass in these unpredictable times.

To begin with, this momentous statistic emits a strong signal of the imminent change and points towards the powerful trend of digital transformation sweeping across industries. This could be indicative of massive technological leaps in the contact center industry, specifically in AI, automation, and virtual communication technologies.

Subsequently, there's the entrepreneurial viewpoint. This shift isn't just a trend—it's a forecast of upcoming business norms. If three-quarters of the sector believe in this change, the rest must consider this to avoid being left behind. Furthermore, it becomes clear from this statistic that businesses will need to adapt their strategies, resources, and skills to remain competitive in this rapidly changing industry.

Lastly, from a human perspective, it sheds light on the changing workplace ideologies. We’re looking at a robust shift to remote work, an influx of flexible-work evangelists, and escalating importance of work-life balance. That's why this statistic does not just portray a fascinating trend, it weaves a narrative of the contact center industry's future; a future underpinned by virtual interactions and digital convenience.

90% of companies consider customer service a part of their overall product.

Delving into the realm of Contact Center Industry Statistics, one statistic stands tall, boasting a resounding 90% of companies acknowledging customer service as a fundamental component of their overall product. This figure paints an undeniable portrait of the ever-evolving commercial mindset, highlight the profound shift in what's being valued the most within the industry. The old adage, 'the customer is always right,' has been pushed into a different perspective, now reimagined as 'the customer is not just a part of the equation, but the equation itself.'

This underlines an industry-wide consensus, where the product extends beyond the item itself and now encompasses the experience that surrounds it. With a whopping nine out of ten companies leaning into this new ethos, it signals the contact center as being a pivotal battleground, where the war of differentiation is waged on everyday. Thus, success in this arena is tantamount to winning at the marketplace itself.

Drawing from this statistic, it is transparent that past approaches of operation, with one-dimensional emphasis on product alone, are becoming extinct. Staying relevant in the contact center industry now involves looking at the product through a broader lens that includes customer service. Hence, any discussion or analysis on contact center industry statistics would be incomplete without acknowledging this new truism of business.

The Americas region is predicted to hold the largest share of the contact center software market by 2022.

Drawing our attention to a future scenario, it's compelling to note that the prophecy of the Americas region dominating the contact center software market by 2022 yields considerable weight. This forecast of market supremacy showcases the strength and potential of the Americas region in this industry. A wealth of implications flow from this, as such domination would make it an epicenter of innovation, a magnet for investments, and a prime market for companies to expand into.

Combined with its present and future economic strength, this statistic paints a promising picture of investment opportunities, business growth, and technological advancements in the contact center industry. Certainly, this statistic provides a formative role in directing businesses and stakeholders in their strategic planning and decision-making process.

64% of contact centers believe that their current technology does not meet all of their needs.

Highlighting the statistic that 64% of contact centers believe their current technology does not meet all their needs, underscores a prevalent issue within the industry - a technological gap. With the contact center industry being heavily reliant on technology-based solutions for its operations, this void can significantly affect performance, productivity, and customer satisfaction.

As a result, it presents a compelling argument for innovation and investment in advanced technological solutions, driving a dialogue on the pressing need for upgraded infrastructure within the industry. This statistic serves as a wake-up call for decision-makers, tech developers, customers, and investors about the industry's urgency for technological enhancement.

80% of contact center interactions are still handled by live agents.

As we delve into the world of Contact Center Industry Statistics, one can't help but notice that an astounding 80% of contact center interactions are diligently managed by live agents. The relevance of this statistic cannot be overstated as it underscores the sustained relevance of human interaction in customer service even in our heavily digitized era. It challenges the notion that automation and AI have entirely usurped the role of live agents.

The figure reinforces the idea that despite technological advancements, customers value personal touch, nuance, and empathy—elements only a live agent can provide. This statistic elegantly weaves into our narrative, reaffirming that the future of the contact center industry relies on the harmonious blend of efficiency-boosting technology and human-centered service.

Traditional telephone methods accounted for 65% of all contact center interactions in 2020.

Reflecting on the influential role of traditional telephone methods that comprised 65% of all contact center interactions in 2020 underpins the resilient importance of voice-based communication in the digital era. This compelling statistic serves as a vivid reminder to customer service strategists that, despite the encroachment of digital communication platforms, voice interactions remain the backbone of client engagement in the contact center universe. Consequently, this fact should inform future business modeling, training, and technological investments within customer service landscapes.

Just 67% of consumers are satisfied with their customer service experience in call centers.

A keen eye on the pulse of consumer sentiments reveals that a notable 67% of customers find their call center experiences satisfying. This striking detail is not mere data - it's a call to action for the contact center industry. In a landscape where customer experience defines brand reputations, understanding that only two-thirds of customers are satisfied necessitates a deep introspection for the industry.

It's a pointed question mark, highlighting potential room for improvement and the quest for excellence going beyond just good enough. This number serves as part of the roadmap - a benchmark to gauge performance and push the boundary towards that elusive 100%.

91% of companies use cloud-based contact center solutions to enhance customer service.

Delving into the heart of today's Contact Center Industry, we find an intriguing fact - a whopping 91% of companies are harnessing the power of cloud-based contact center solutions to galvanize their customer service. Not merely a random figure, this statistic mirrors the technological revolution sweeping across the industry, betraying a major shift in the way companies are viewing customer service.

This high percentage suggests a dominant trend, implying that cloud technology is no longer an experimental concept regulated to the fringes of innovation, but a mainstream tool in crafting meaningful customer interactions. It paints a vivid picture of an industry bending towards automation, flexibility and scalability that the cloud can provide.

Moreover, it acts as a wake-up call for the remaining 9% of companies. As they are up against the lion's share of enterprises determinedly using the cloud to outshine in customer service, they might find themselves edged out if they do not quickly gear up and join the cloud bandwagon. This statistic, therefore, serves as a barometer for measuring not just current practices, but future direction and competitive strategy in the contact center industry.

Artificial Intelligence in the contact center market is expected to reach USD 2,800 million by 2024.

The anticipated boom in AI in the contact center market, projected to hit USD 2,800 million by 2024, is indicative of a seismic shift in the industry dynamics. It signals not just the integration of technology into customer service paradigms, but a radical reimagining of traditional communication approaches.

This insight integrates a critical aspect to the conversation around Contact Center Industry statistics, underlining the potential for cost efficiency, quality improvement and intelligent responsiveness this technological adoption could bring. More so, in framing the future, this foresight centralizes AI as a cardinal pivot in steering the direction of the contact center industry, inviting stakeholders to respond proactively to this emerging trend.

The average age of a call center employee is 30.2 years old.

Delving into an understanding of the Contact Center Industry, one might stumble upon the intriguing nugget of information that the average age of a call center employee hovers around the 30.2-year mark. This bit of data may seem seemingly innocuous at first, but it's a crucial piece of the puzzle when building the full picture.

With the average age of employees being 30.2 years old, a supposition can be made that these individuals have a foothold somewhere in their career trajectories, leading to not only a more stable workforce but also one that is likely experienced along with being technologically adept. This age bracket suggests a blend of fresh perspectives while still retaining maturity and industry acumen, thereby ensuring a balance of innovation and reliability in service delivery.

Furthermore, businesses looking to outsource their customer service can find reassurance in this number. It paints a picture of a workforce characterized by stability, experience, and the potential for adaptability - enhancing the confidence of potential patrons in the competency of such establishments.

Thus, while one might dismiss the average age of 30.2 merely as trivia, in truth, it serves as a compass directing towards the quality, reliability, and capability of the workforce within the contact center industry.

It is 6-7 times more expensive to attract a new customer than it is to retain an existing one.

In the dynamic world of the Contact Center Industry, cost efficiency becomes the fulcrum amidst many equations. The fact that attracting a new customer is 6-7 times more expensive than retaining an existing one yields tremendous significance. By shifting their focus towards retention, Contact Centers can drive the wheel of efficiency while cutting costs dramatically, freeing up resources that could be invested elsewhere.

Moreover, developing long-term relationships with existing customers leads to loyalty, a golden ticket to consistent revenue streams. Refocusing the lens from constant acquisition to nurturing existing customer relations, Contact Centers can transform their success rate, marking a footprint in customer satisfaction and brand loyalty. Thus, this statistic emerges as a beacon illuminating a pathway to lower costs and higher profits in the Contact Center Industry.

Voice is still the most popular channel for customers, with 60% of customers preferring to call for support.

In the realm of Contact Center Industry, the aforementioned statistic casts a spotlight on the enduring relevance of traditional voice calls. Despite the advent of digital communication dialogs such as emails or social media, the majority of customers - a notable 60% - still lean towards phone calls when they require support.

This sheds light on the indispensable role of voice channels in customer service, emphasizing the need for these contact centers to continually refine and enhance their telephony systems, ensuring customer queries are addressed efficiently. In other words, it unveils where the heartbeat of customer preferences lies - with the familiarity and human connection provided by voice interactions.


In summary, the Contact Center industry is a vital part of the modern business landscape, anchoring consumer engagement and promoting customer satisfaction. The highly competitive field is teeming with innovation and technological advancement, driving the evolution of the industry on a larger scale.

The illustrative statistics presented in this blog underscore the impressive growth and turning tides of the industry, pointing to an even more dynamic and digitally integrated future. By keeping a pulse on these statistics, businesses can better strategize their approach, learn from industry trends, and optimize their contact center efforts to drive business performance and customer relations.


0. -

1. -

2. -

3. -

4. -

5. -

6. -

7. -

8. -

9. -

10. -

11. -

12. -

13. -

Frequently Asked Questions

A contact center is a centralized office used for the purpose of receiving or transmitting a large volume of requests by telephone. It is typically operated by businesses for telemarketing, sales, technical support, and customer service.
First Call Resolution (FCR) is a crucial metric in contact centers as it measures the center’s effectiveness by determining if the customer’s inquiry or issue is resolved in the first interaction. Higher FCR rates signal a more efficient and customer-focused service which can significantly improve customer satisfaction, retention, and reduce costs.
Average Handle Time (AHT) in a contact center is calculated by taking the total amount of talk time, hold time, and after-call works, divided by the total numbers of calls handled by an agent or the center. It is a key measure of how long it takes for an agent to resolve a customer’s issue.
Customer Satisfaction Scores (CSAT) are vital as they provide insights into customer satisfaction with the service provided by the contact center. High CSAT scores indicate that a contact center is meeting or exceeding customer expectations, which can positively influence customer loyalty and advocacy.
Analytics in the Contact Center Industry plays a pivotal role in understanding customer behavior, improving service quality, and making informed business decisions. It helps to identify problematic areas, monitors agent performance, and tailors services to customer needs. Advanced analytics can even predict future call volumes or customers’ propensity to churn, aiding proactive management.
How we write these articles

We have not conducted any studies ourselves. Our article provides a summary of all the statistics and studies available at the time of writing. We are solely presenting a summary, not expressing our own opinion. We have collected all statistics within our internal database. In some cases, we use Artificial Intelligence for formulating the statistics. The articles are updated regularly. See our Editorial Guidelines.

Table of Contents

Free Test

Leadership Personality Test

Avatar Group
No credit card | Results in 10 minutes