23 call center statistics to watch out for in 2023

Within this compilation of call and contact center statistics, you will find relevant information regarding the general state of the industry as well as data on phone calls and automation specifically. On top of this, we’ll also share some of the most important numbers regarding customer expectations, agent retention and the future of contact centers.

To make scanning easier, here’s the order of categories featured:

• The general state of contact centers in 2023
• Phone remains fundamental
• Customer expectations
• Attitudes towards automation
• Retaining agents in 2023
• The future of contact centers

Read on to stay in the loop with some of the key findings of the call center industry.

▶ THE GENERAL STATE OF CONTACT CENTERS IN 2023

1. In 2022, the global contact center as a service market size was 4.43 billion dollars

Source: Contact Center As A Service Market Report by Grand View Research (→ link) From when: April 2022 Based on: data collected from manufacturers, technical distributors, consumer surveys, company reports and case studies; forecasts created through simulation models validated by key industry participants

There are various angles to analyze the $4.43 billion global revenue CCaaS has generated in 2022. Regionwise, the North American market has contributed the most to the revenue (35%). In terms of company size, large enterprises have contributed 54%. When it comes to services, the integration & deployment segment dominated the market, accounting for 40% of the global revenue.

2. 42% of contact centers strive to create an omnichannel experience

Source: Customer Contact Industry Review by CCW Digital (→ link) From when: June 2021 Based on: surveying contact center, customer service, CX, marketing, operations and IT leaders

To create an omnichannel experience for users, call centers focus on providing seamless connection between channels. Additionally, determining relevant metrics for digital channels (37%), finding the best use of self-service (49%) and agent training (50%) are among the priorities of contact centers when it comes to improving their users’ digital experience.

3. 57% of CX and IT leaders prioritize cloud communications over other technology focuses

Source: Customer Experience Vision Report by Hanover Research / 8×8 (→ link) From when: October 2022 Based on: Surveying 500 CX and IT leaders worldwide

As more and more companies are moving to a hybrid or remote setting, cloud communications have been the main focus for many leaders compared to other emerging technologies, such as analytics (36%), AI (34%), machine learning (29%) or robotics (14%).

▶ PHONE REMAINS FUNDAMENTAL

4. 59% of customers’ preferred communication channel is the phone

Source: State of the Connected Customer by Salesforce (→ link) From when: February 2022 Based on: surveying nearly 17,000 consumers and business buyers

Over the past three years, phone calls have gained more popularity (from 54% to 59%) while email communication and SMS have lost some of their charm. Interestingly, solving matters in-person has also become more attractive to customers: in 2020, only 44% of them preferred this method of communication, while at the beginning of 2022, 46% of respondents chose it.

This suggests that customers want their problems to be solved as quickly as possible and are willing to sacrifice the comfort of asynchronous communication to do so.

5. 61% of customers miss human interaction when using self-service

Source: Deconstructing Delight Report by Opinium / Freshworks (→ link) From when: August 2021 Based on: surveying 11,502 adults worldwide

Phone calls and in-person inquiries share a strong feature: human interaction. Although self-service options may provide quicker results, automation isn’t always the best – especially for more complex issues or for customers who appreciate talking to someone.

6. The average call abandonment rate is 5.91%, talk time is 3min and 35s, and average hold time is 3min and 13s

Source: Global Contact Center KPI Benchmarking Report by Talkdesk (→ link) From when: January 2021 Based on: analyzing the average performance of 2,200 Talkdesk clients

The average call abandonment rate, talk time and hold time have all increased compared to 2020. These changes may be a result of the pandemic. Many teams suffered from staffing issues, leading to longer queues, more abandoned calls, and longer in-call hold times.

The rising popularity of automation can be another reason for longer talk time and hold time. As simple inquiries can be handled via self-service, customers tend to reach out with more complex requests, resulting in longer hold times in some cases. However, decreasing AHT is generally a good practice to ensure positive CX and to reduce costs.

▶ CUSTOMER EXPECTATIONS

7. 44% of customers are unsatisfied with a 5-15 minute wait time

Source: The Effects of Bad Customer Service by Replicant (→ link) From when: October 2021 Based on: surveying 1,000 US adults who interacted with customer service in the past 6 months before participating

In addition to long wait times, customers are most frustrated with being transferred between agents and needing to re-explain issues several times. 70% of them also find it more difficult to reach an agent compared to pre-pandemic times, viewing staffing issues as the main reason behind these challenges.

8. 83% of customers expect their issues to be solved on the first try and 48% of customers switch brands for better customer service

Source: State of the Connected Customer by Salesforce (→ link) From when: February 2022 Based on: surveying nearly 17,000 consumers and business buyers

There is a gap between expectations and reality when it comes to seamless customer support. Although more than 8 in 10 customers want their cases to be solved in a single transaction, 53% of them experience fragmented interactions with long hold times and frequent handoffs.

Given that 71% of consumers switched brands at least once last year (48% of them for better customer service), these stats emphasize the importance of quick and effective customer support.

9. 79% of consumers rank efficiency as a top trait regarding call centers

Source: 5 Ways Businesses Can Improve Telephone Customer Service by Clutch (→ link) From when: February 2019 Based on: surveying 501 U.S. customers who contacted a business at least three times within 6 months and encountered both human agents and self-service options

For most customers, finding a solution for their problem is the highest priority when contacting a business. Apart from efficient resolution, respondents also picked knowledgeable staff (75%), clear communication (65%), and friendly service (60%) as their most valued traits in a company’s telephone customer service.

10. 76% of customers expect brands to reply within 24 hours on social media

Source: Social Media Trends for 2022 & Beyond by Sprout (→ link) From when: March 2022 Based on: surveying 1,236 US consumers and 1,312 UK & Ireland consumers who use at least one social media platform and follow at least one brand there

Long wait times are frustrating regardless of the communication channel. Customers have high expectations from customer service on social media as well: not only do 75% of respondents want an answer in 24 hours, 13% of them expect to hear back from brands within just an hour.

▶ ATTITUDES TOWARDS AUTOMATION

11. 80% of consumers would prefer automated calls to avoid long wait times

Source: The Effects of Bad Customer Service by Replicant (→ link) From when: October 2021 Based on: surveying 1000 US adults who interacted with customer service in the past 6 months before participating

Although human interaction proved to be highly valued in previous stats, there are cases when the benefits of automation outweigh the ability to speak to another human being. When it comes to avoiding long hold times, nearly 80% of consumers would choose automated calls – if the hold time was only five minutes, only 57% would prefer this option.

12. 61% of consumers prefer a mix of self-service options and human agents

Source: Deconstructing Delight Report by Opinium / Freshworks (→ link) From when: August 2021 Based on: surveying 11,502 adults worldwide

With undeniable benefits for both automated and agent-operated calls, contact centers’ best bet is to keep both options open and synthesize them in a way that provides seamless CX. This is what 61% of consumers prefer, anyways.

13. 62% of contact centers consider automation investments for cost reduction purposes

Source: Future of the Contact Center by CCW Digital (→ link) From when: November 2020 Based on: surveying leaders responsible for contact center, IT, marketing and customer experience strategies

Automation can assist in scaling up, transforming processes and adapting to new work environments. There are plenty of examples in the call center area, such as ACD, IVR, predictive dialers, CRM integrations, and a lot more. AI can expand these possibilities even further.

According to the report, the number 1 expectation for automation is to reduce costs.

▶ RETAINING AGENTS IN 2023

14. 53% of CX leaders say their top challenge is recruiting and retaining talent

Source: Customer Experience Vision Report by Hanover Research / 8×8 (→ link) From when: October 2022 Based on: surveying 500 CX and IT leaders worldwide

The Great Resignation (triggered by the pandemic) brought turnover rates to an all-time high. In customer service, retention rates have always been low, making it a top priority for CX leaders to find and keep talented agents.

15. 31% of agents are always looking for a new job

Source: Contact Centers – From Attrition to Retention by Global Surveys / NICE (→ link) From when: January 2022 Based on: surveying 400 agents and managers over 12 industry verticals

Out of the 31%, only 60% of people are looking for another role in a different call center. With a smaller talent pool to hire from, organizations may start competing for top talent soon, potentially leading to higher wages for agents.

16. The average attrition cost per agent is between $10K-$21K

Source: Customer Care: The Future Talent Factory by McKinsey (→ link) From when: June 2020 Based on: expert interviews and the Call Center Benchmarking: How Good Is “Good Enough” research paper

Attrition is extremely costly. Depending on geographic location, employee tenure and the level of training they’ve received, it can range from 10-21K dollars with the biggest expense being upfront training (followed by direct recruiting costs and loss of productivity).

17. 58% of call center agents say they benefit very little from company coaching sessions

Source: Contact Centers – From Attrition to Retention by Global Surveys / NICE (→ link) From when: January 2022 Based on: surveying over 400 agents and managers over 12 industry verticals

This stat suggests that coaching sessions are not a productive use of time, money and human resources. Dissatisfactory coaching might even contribute to high turnover rates: a clear career growth path is essential for 49% of agents to stay within an organization. Without substantial learning opportunities, companies may not be able to fulfill their employees’ needs.

18. The two most important agent retention factors are job security (15%) and promotion opportunities (14%)

Source: Boosting Contact Center Performance Through Employee Engagement by McKinsey (→ link) From when: January 2018 Based on: surveying 320 US-based contact center employees

Although satisfactory wages and job security are the most important retention factors, they’re not among the top 5 satisfaction drivers, which include promotions, company mission, community, as well as enough breaks and a manageable amount of workplace stress.

19. 78% of companies offer flexible scheduling for agents

Source: Contact Centers – From Attrition to Retention by Global Surveys / NICE (→ link) From when: January 2022 Based on: surveying 400 agents and managers over 12 industry verticals

47% of agents reported that flexible scheduling is the most important factor when it comes to keeping a position. Namely, flexible breaks and lunches, split shift options and pre-approved extra hours are the most important for them.

With 78% of contact centers having flexible scheduling offerings, it may seem like agents’ needs are met. However, there is a disconnect between what agents are looking for and what companies are offering; the top flexible scheduling options by companies are real-time notifications of overtime based on preferences and shift swaps.

▶ THE FUTURE OF CONTACT CENTERS

20. The CCaaS market is expected to reach 17.12 billion dollars in revenue in 2030

Source: Contact Center As A Service Market Report by Grand View Research (→ link) From when: April 2022 Based on: data collected from manufacturers, technical distributors, consumer surveys, company reports and case studies; forecasts created through simulation models validated by key industry participants

This number suggests a compound annual growth rate of 19.1% in seven years for the CCaaS market. Advanced technologies as well as the incorporation of AI and machine learning are major contributors to the market’s future state.

21. 89% of companies predict that phone will remain important in the future

Source: Future of the Contact Center by CCW Digital (→ link) From when: November 2020 Based on: surveying leaders responsible for contact center, IT, marketing and customer experience strategies

Even in an omnichannel environment with various asynchronous and self-service options, most companies predict that phone communication will remain a fundamental channel for call centers.

22. 81% of consumers expect chatbots will become a lot more widespread by 2030

Source: Experience 2030 – The Future of Customer Experience is Now by Futurum Research / SAS (→ link) From when: July 2019 Based on: surveying 4,000 consumers from 36 countries and 2,010 brands from 8 industries

Consumers also expect smart assistants (80%), autonomous vehicles (57%) and delivery drones (80%) to rule our world as early as in several years. These consumer expectations open up the opportunity for brands to expand their current CX strategy with the likes of outbound IVR…

23. 63% of leaders believe that permanent WFH options are essential

Source: Future of the Contact Center by CCW Digital (→ link) From when: November 2020 Based on: surveying leaders responsible for contact center, IT, marketing and customer experience strategies

The report focused on listing the three most important trends for the future of call centers. WFH seemed to be the number one. Offering remote work for agents not only cuts back on operational costs, it also meets their needs and opens up a global talent pool in the hiring process.

The second most important aspect regarding the future was the increase of customer-facing AI (62%) and the third was about improving analytics and applying more robust data strategies (60%).

Further readings

If you’ve found these statistics interesting, you might want to check out these resources as well:

• Top contact center trends for 2023 and beyond
• 5 customer experience tips for consumer lending businesses
• Top 10 tools that help you handle customer service on social media