An analysis of key US call center market statistics, comparing 2015 vs recent years
- Market Size:
- 2015: ~$30 billion
- 2023: ~$45.5 billion Shows accelerated growth during digital transformation period.
- Number of Call Centers:
- 2015: ~35,000 facilities
- 2023: ~28,000 facilities Reflects recent consolidation and virtual transition.
- Employment:
- 2015: ~2.8 million agents
- 2023: ~3.5 million agents Growth despite facility consolidation.
- Average Cost per Call:
- 2015: $2.70-$4.00
- 2023: $1.50-$3.50 More modest but still significant cost reduction.
- Average Handle Time (AHT):
- 2015: ~5.3 minutes
- 2023: ~5 minutes Less dramatic improvement as efficiency was already improving.
- First Call Resolution (FCR):
- 2015: ~68%
- 2023: ~75% Steady improvement in resolution rates.
- Remote Work Adoption:
- 2015: ~10% of agents
- 2023: >70% of agents Most dramatic change, accelerated by COVID-19.
- AI/Automation Implementation:
- 2015: ~25% of centers using basic automation
- 2023: >65% using advanced AI/automation Reflects the AI revolution in customer service.
- Customer Satisfaction Scores:
- 2015: Average CSAT ~70%
- 2023: Average CSAT ~75% Gradual improvement in customer satisfaction.
- Digital Channel Integration:
- 2015: ~45% offering multiple digital channels
- 2023: >90% offering omnichannel support Shows rapid digital transformation.
For more accurate, current statistics, I recommend consulting these authoritative sources:
- Contact Center Association Reports:
- ICMI (International Customer Management Institute): www.icmi.com
- Contact Center World: www.contactcenterworld.com
- Government Data:
- Bureau of Labor Statistics - Contact Center Employment Data: www.bls.gov
- Industry Research Firms:
- Gartner's Contact Center Research
- Frost & Sullivan's Contact Center Reports
- IDC's Customer Care Market Analysis
- Professional Organizations:
- Customer Contact Week (CCW): www.customercontactweekdigital.com
- COPC Inc. (Customer Operations Performance Center)
- Technology Research:
- Forrester's Contact Center Technology Reports
- DMG Consulting's Contact Center Reports
For the most current and accurate data we recommend:
- Purchasing recent reports from these organizations
- Cross-referencing multiple sources
- Checking methodology and sample sizes
- Looking at regional breakdowns, as statistics can vary significantly by geography
