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Services provided by contact centers worldwide as of March 2013
Services provided by contact centers worldwide as of March 2013
What services do your organization's contact centers provide?
This statistic shows the Services provided by contact centers worldwide as of March 2013. During the survey, 30 percent of contact center industry leaders said that their organization's contact center offered inbound sales services.
What services do your organization's contact centers provide?
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| Share of respondents | |
|---|---|
| B2B customer care | 39% |
| B2C customer care | 37% |
| Inbound sales | 30% |
| Help desk (e.g., IT) | 29% |
| Technical support | 26% |
| Internal and/or back office | 25% |
| Outbound sales | 25% |
| Field service | 24% |
| Share of respondents | |
|---|---|
| B2B customer care | 39% |
| B2C customer care | 37% |
| Inbound sales | 30% |
| Help desk (e.g., IT) | 29% |
| Technical support | 26% |
| Internal and/or back office | 25% |
| Outbound sales | 25% |
| Field service | 24% |
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Description
Source
More information
This statistic shows the Services provided by contact centers worldwide as of March 2013. During the survey, 30 percent of contact center industry leaders said that their organization's contact center offered inbound sales services.
Show more- Show sources information
- Show publisher information
- Release date
- May 2013
- Region
- Worldwide
- Survey time period
- March 2013
- Number of respondents
- ca. 300
- Special properties
- contact center industry leaders
- Supplementary notes
-
The source does not specify a type of survey.
Multiple answers were possible.
Source
- Show sources information
- Show publisher information
- Release date
- May 2013
More information
- Region
- Worldwide
- Survey time period
- March 2013
- Number of respondents
- ca. 300
- Special properties
- contact center industry leaders
- Supplementary notes
-
The source does not specify a type of survey.
Multiple answers were possible.
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Statistics on "Call centers in the U.S."
- Industry overview
The most important statistics
- Global contact center satisfaction index from 2010 to 2019Global contact center satisfaction index 2010-2019
- Global contact center satisfaction index from 2016 to 2019, by industryGlobal contact center satisfaction index by industry 2016-2019
- Number of call centers opened or expanded from 2016 to 2018, by region or countryNumber of call centers opened or expanded by region 2016-2018
- Number of contact center employees in the United States from 2014 to 2018 (in millions)*Contact center employees in the United States 2014-2018
- Number of call centers in the U.S. states with the highest call center employment in July 2018Number of call centers in the U.S. states with the highest employment 2018
- Largest call centers in the United States as of August 2018, by number of employeesLargest U.S. call centers by number of employees 2018
- Leading companies
The most important statistics
- Revenue of Tata Consultancy Services Limited worldwide from 2007 to 2018 (in trillion Indian rupees)Revenue of Tata Consultancy Services Limited worldwide 2007-2018
- Revenue distribution of Tata Consultancy Services Limited worldwide in 2018, by regionRevenue distribution of Tata Consultancy Services worldwide in 2018, by region
- Revenue of Convergys Corporation from 2009 to 2017 (in billion U.S. dollars)Revenue of Convergys Corporation 2009-2017
- Revenue of Convergys Corporation from 2011 to 2017, by segment (in million U.S. dollars)Revenue of Convergys Corporation by segment 2011-2017
- Total revenue generated by Arvato from CRM Solutions from 2015 to 2017 (in billion U.S. dollars)Arvato Bertlesmann: revenue from CRM solutions 2015-2016
- Employment
The most important statistics
- Number of jobs created in the call center industry in the United States from 2016 to 2018, by regionNumber of jobs created in the U.S. call center industry by region U.S. 2016-2018
- Numbers of employees working in telecommunications in the U.S. from 2015 to 2017, by occupationU.S. telecommunications industry: employees by occupation 2015-2017
- Leading states with the highest number of call center workers in the United States as of July 2018U.S. states with the highest number of call center employees 2018
- States with the highest employment in telemarketing in the United States as of May 2018States with the highest employment in telemarketing in the U.S. 2018
- Customer service agents' promotion opportunities in the United States in 2017 and 2018, by gender*Customer service agents' opinion about opportunities by gender U.S. 2017-2018
- Operations
The most important statistics
- Share of customers in the United States who have contacted customer service for any reason in the past month from 2015 to 2018*Customers who have contacted customer service in the past month U.S. 2015-2018
- Communication channels easy to use in customer service in the United States in 2018Easiest-to-use customer service channels in U.S. 2018
- Share of customers in the United States who did more business with companies due to good customer service in 2017 and 2018U.S. customers who did more business with companies due to good customer service 2018
- How would you rate your overall experience with the following customer service communication channels?U.S. customers who found their customer service experience good by channel 2016-2017
- From your experience, what has been the one most common cause of your customer service frustration?Primary causes of customer service frustration in U.S. 2017
- Share of customers in the United States who stopped doing business with a company due to poor customer service from 2016 to 2018Customers who stopped doing business due to poor customer service U.S. 2016-2018
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Further Content: Statistics, Studies, and Topic Pages
Statistics
- Important customer service attributes in contact centers worldwide as of March 2013
- Geographical distribution of contact centers worldwide as of December 2016
- Most important factors for contact center locations worldwide as of March 2013
- Outsourced contact centers worldwide as of June 2015
- Turnover of representatives in contact centers worldwide as of March 2013, by size
- Benefits associated with using customer service by communication channel U.S. 2017
- Contact times it takes for customer service to resolve issues by channel U.S. 2017
- Customer service agents: communication channels with management U.S. 2017
- Response time in customer service by communication channel U.S. 2017
- Ways in which customers communicated with businesses in the past 12 months U.S. 2017
- Preferred contact channels for customers to resolve issues U.S. 2018
- Customer service issues: preferred contact channels for customers U.S. 2015-2017
- Distribution of interactions handled by contact centers worldwide 2016, by channel
- Current and planned services supported by contact centers worldwide 2016
- Most requested BPO service category 2011
- Trade balance of services in Mexico 2017
- Canada: Export value of services in 2017, by country
- Storage market: storage services revenue forecast 2009-2015
- Consumer Price Index (CPI) of housing servicing products in France February 2018-2019
Studies
- Call centers in the U.S.
- Contact Center Satisfaction Index Report 2019
- Tata Consultancy Services Limited Annual Report 2017-2018
- Deloitte 2017 Global Contact Center Survey Results
- Contact Center Satisfaction Index Report 2017
- Contact Center Satisfaction Index Report 2018
- Tata Consultancy Services Limited Annual Report 2016-2017
- Global State of Customer Service Report 2018
- Call Center Location Trend Report 2019
- 2018 Aspect Agent Experience Survey
- Deloitte 2013 Global Contact Center Survey Results
- Global State of Customer Service Report 2017
- Call Center Location Trend Report 2017
- 2017 Aspect Agent Experience Survey
- Call Center Location Trend Report 2018
Statistics on "Call centers in the U.S."
- Global contact center satisfaction index from 2010 to 2019
- Global contact center satisfaction index from 2016 to 2019, by industry
- Number of call centers opened or expanded from 2016 to 2018, by region or country
- Number of contact center employees in the United States from 2014 to 2018 (in millions)*
- Number of call centers in the U.S. states with the highest call center employment in July 2018
- Largest call centers in the United States as of August 2018, by number of employees
- Revenue of Tata Consultancy Services Limited worldwide from 2007 to 2018 (in trillion Indian rupees)
- Revenue distribution of Tata Consultancy Services Limited worldwide in 2018, by region
- Revenue of Convergys Corporation from 2009 to 2017 (in billion U.S. dollars)
- Revenue of Convergys Corporation from 2011 to 2017, by segment (in million U.S. dollars)
- Total revenue generated by Arvato from CRM Solutions from 2015 to 2017 (in billion U.S. dollars)
- Number of jobs created in the call center industry in the United States from 2016 to 2018, by region
- Numbers of employees working in telecommunications in the U.S. from 2015 to 2017, by occupation
- Leading states with the highest number of call center workers in the United States as of July 2018
- States with the highest employment in telemarketing in the United States as of May 2018
- Customer service agents' promotion opportunities in the United States in 2017 and 2018, by gender*
- Share of customers in the United States who have contacted customer service for any reason in the past month from 2015 to 2018*
- Communication channels easy to use in customer service in the United States in 2018
- Share of customers in the United States who did more business with companies due to good customer service in 2017 and 2018
- How would you rate your overall experience with the following customer service communication channels?
- From your experience, what has been the one most common cause of your customer service frustration?
- Share of customers in the United States who stopped doing business with a company due to poor customer service from 2016 to 2018
- What are the most important customer experience/interaction attributes?*
- Where are your contact centers located?
- Which factor is most important to your organization when it selects the location of contact centers?*
- Share of outsourced contact centers worldwide as of June 2015
- Average annual turnover of representatives in contact centers worldwide as of March 2013, by center size
- Which of these benefits do you most associate with communicating with businesses when using traditional communication channels?
- How many times do you typically need to engage with a company on the following channels before a customer service issue or inquiry is resolved?
- Customer service agents' communication channels with management in the United States in 2017
- How soon would you expect to get a response on each of these channels?
- How have you communicated with businesses in the past 12 months?
- Communication channels customers prefer to use to resolve customer service issues in the United States in 2017
- Share of customers in the United States by their most preferred channel of contacting a company to solve a customer service issue from 2015 to 2017
- What is the percentage split of interactions being handled across the channels offered to your customers?
- What service can your contact center support, now and in the future?
- Most requested business process service categories from prospects and clients 2011
- Mexico: Trade balance of services from 2007 to 2017 (in billion U.S. dollars)
- Export value (receipts) of services in Canada in 2017, by selected countries (in million Canadian dollars)
- Global storage services revenue from 2009 to 2015 (in million U.S. dollars)
- Consumer Price Index (CPI) of housing servicing products in France between February 2018 and February 2019
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