The call center industry is one of the fastest-growing sectors in the world. This article will explore call center industry statistics, market size, and future trends, along with the key factors driving this industry’s growth.
Call Center Industry Outlook
The global call center market reached $341 billion in 2022, with a CAGR of 5.5%. This growth is driven by the demand for call center services from businesses and consumers alike. As a result, the number of call center agents worldwide is expected to reach 4.8 million by 2022, up from 3.5 million in 2017.
The call center industry is also benefiting from the rise of new technologies, such as cloud computing and artificial intelligence (AI). These technologies are making it easier and more cost-effective for businesses to set up call centers. They are also helping call center agents work more efficiently and improve customer satisfaction.
Call Center Market Share
The call center industry is highly fragmented, with many small and medium-sized players. The top 10 call center companies account for less than 30% of the market. The most significant player in the industry is Concentrix, with a market share of 5%.
Other leading call center companies include Alorica, Teleperformance, Sitel, and HCL Technologies. This means that new call centers have an excellent opportunity to gain market share by offering innovative services and technologies.
Call Center Statistics
Entrepreneurs should consider the following call center statistics and data points.
- The global call center market is expected to reach $341 billion by 2022, with a CAGR of 5.5%.
- The number of call center agents worldwide is expected to reach 4.8 million by 2022, up from 3.5 million in 2017.
- The average salary for a call center agent is $32,000 annually.
- The average call center agent handled 43 calls per day in 2017. This is expected to increase to 50 calls per day by 2022.
- The average call center agent talks for approximately two hours and ten minutes daily.
- The average call center agent is on the phone for 1 hour and 45 minutes daily.
- The average call center agent spends 35% of their time on calls, 30% on after-call work, 20% on personal time, and 15% on other activities.
With these statistics, a new call center owner can figure out how to optimize call center agent activities and time.
For example, you can use call center software to automate after-call work, such as data entry. This will free up your call center agents to take more calls and improve customer satisfaction.
Call Center Future Trends
The call center industry is evolving rapidly, with new technologies and trends emerging constantly. Therefore, entrepreneurs should consider these key call center trends.
Cloud computing
Cloud computing is making it easier and more cost-effective for businesses to set up call centers. It also helps call center agents work more efficiently and improve customer satisfaction.
Artificial intelligence (AI)
AI is being used to automate call center tasks, such as customer service, sales, and marketing. It also helps agents work more efficiently and improve customer satisfaction.
Social media
Social media is playing an increasingly important role in the call center industry. Call center agents are using social media to connect with customers and resolve issues.
Big data
Big data is being used to glean insights from call center data, such as call logs and customer records. This information is then used to improve call center operations and customer service levels.
The types of call centers continue evolving too. For example, we are seeing the rise of mobile call centers, which are call centers that are set up to cater to customers who are calling from mobile devices.
Also, multilingual call centers are becoming more common. These call centers offer customer support in multiple languages, which is essential for businesses expanding into new markets.
Conclusion
The call center industry is growing rapidly, driven by the increasing demand for call center services from businesses and consumers alike. As a result, new call centers have an excellent opportunity to gain market share by offering innovative services and technologies. Key call center trends include the rise of cloud computing, artificial intelligence, social media, and big data.