Surprising Call Center Statistics
A new decade is upon us, and with it comes the need to take a step back to examine some call center statistics and the industry as a whole. The call center industry took a big step forward in 2019, with technology leading the charge, and it would appear it is trending up as a whole. However, there are some stats and tidbits out there that may surprise some and delightfully inform others.
Call Center Technology
Some of the most surprising call center statistics have to deal with technology. Technology is a major factor in the industry at the moment, with automation and omnichannel communication making it easier for customers. However, according to a Capterra.com study, 34% of people in the United States say the most frustrating part about call centers and customer service are the automated telephone systems used. Additionally, a survey conducted by Microsoft found that 44% of Americans still prefer talking on the phone as their primary customer service channel – as opposed to online chats, social media, etc.
Call Center Growth
We’ve discussed recently the appeal of call center jobs, and that discussion is both strengthened and put into question by these next statistics. According to Forbes, call center volumes have dropped by 17% since 2015. However, a Magellan Solutions examination found that over 15 million people are currently employed in the call center industry – and that number is expected to increase by 15% by 2022.
As far as call center statistics go, this next one may not come as a complete surprise. According to Fonolo, the kind of customer service received over the phone and online rapidly became the main differentiator for customers when it came to choosing brands. That trend does not appear to die down anytime soon, either.
Call Center History
Did you know the earliest example of a call center is The Birmingham Press and Mail? Back in 1965, this newspaper utilized a GEC PABX 4 ACD public exchange route and became known as the first in history. Also, the term “call center” first originated in 1983 when, according to the Oxford English Dictionary, it was used in the first sentence of a Data Communications piece. Piggybacking off that fact, did you know the term “call center” is now considered by some to be outdated? When discussing the industry and other call center statistics, the term “contact center” is often used.
To finish off this fascinating article of “Did You Knows,” we’ll mention a few more historical call center statistics. For instance, the longest recorded hold time took place in 2012, lasting five hours, 40 minutes and one second. The longest customer service call ever recorded in a call center lasted 10 hours and 43 minutes.