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Current and planned services supported by contact centers worldwide 2016
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Current and planned services supported by contact centers worldwide 2016
What service can your contact center support, now and in the future?
This statistic shows the planned and currently supported services by global contact centers worldwide in 2016. Of the contact centers surveyed, 52.4 percent supported social media contact services in 2016, with a further 23.7 percent planning to implement the service within a year.
What service can your contact center support, now and in the future?
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| Now | Within one year | No plans | |
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Description
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More information
This statistic shows the planned and currently supported services by global contact centers worldwide in 2016. Of the contact centers surveyed, 52.4 percent supported social media contact services in 2016, with a further 23.7 percent planning to implement the service within a year.
Show more- Show sources information
- Show publisher information
- Release date
- June 2016
- Region
- Worldwide
- Survey time period
- June 2016
- Number of respondents
- 1,319 respondents
- Special properties
- contact center companies with 20 or more agents
- Method of interview
- Online survey
- Supplementary notes
-
* Includes knowledge portals, peer-to-peer systems.
** Includes instant messaging, co-browse.
The source does not specify the age of respondents or date of survey, the date give is the date of publication.
Source
- Show sources information
- Show publisher information
- Release date
- June 2016
More information
- Region
- Worldwide
- Survey time period
- June 2016
- Number of respondents
- 1,319 respondents
- Special properties
- contact center companies with 20 or more agents
- Method of interview
- Online survey
- Supplementary notes
-
* Includes knowledge portals, peer-to-peer systems.
** Includes instant messaging, co-browse.
The source does not specify the age of respondents or date of survey, the date give is the date of publication.
Other statistics on the topic
Call center services industry in the U.S.
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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
- Distribution of interactions handled by contact centers worldwide 2016, by channel
- Most important factors for contact center locations worldwide as of March 2013
- Outsourced contact centers worldwide as of June 2015
- Important customer service attributes in contact centers worldwide as of March 2013
- Impact of hosted/cloud technologies on contact centers worldwide 2016
- Services provided by contact centers worldwide as of March 2013
- Turnover of representatives in contact centers worldwide as of March 2013, by size
- Factors contract centers believe will reshape the industry worldwide 2016
- Reasons contact center companies offer self-/assisted-service channels worldwide 2016
- Geographical distribution of contact centers worldwide as of December 2016
- 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
- Customer service issues: preferred contact channels for customers U.S. 2015-2017
- Banking channels used by NatWest customers in the United Kingdom (UK) 2015
- 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
- Banking channels used by Co-operative clients in the United Kingdom (UK) 2015
- Latin America: social media used for professional purposes 2017
Studies
- Call centers in the U.S.
- Contact Center Satisfaction Index Report 2019
- Deloitte 2017 Global Contact Center Survey Results
- Contact Center Satisfaction Index Report 2017
- Contact Center Satisfaction Index Report 2018
- Global State of Customer Service Report 2018
- Call Center Location Trend Report 2019
- 2018 Aspect Agent Experience Survey
- Tata Consultancy Services Limited Annual Report 2017-2018
- Deloitte 2013 Global Contact Center Survey Results
- Global State of Customer Service Report 2017
- Tata Consultancy Services Limited Annual Report 2016-2017
- 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 is the percentage split of interactions being handled across the channels offered to your customers?
- 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
- What are the most important customer experience/interaction attributes?*
- How has the use of hosted/cloud technologies affected your contact center?
- What services do your organization's contact centers provide?
- Average annual turnover of representatives in contact centers worldwide as of March 2013, by center size
- What are the top three things that will reshape the contact center industry (and CX) during the next five years?
- What are you main reasons for offering self-/assisted-service channels?
- Where are your contact centers located?
- 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
- 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
- United Kingdom: Which of the following methods do you use to communicate or interact with the Nation Westminster Bank plc?
- 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
- United Kingdom: Which of the following methods do you use to communicate or interact with The Co-operative Bank plc?
- Leading social media used for professional purposes according to marketing professionals in Latin America in 2017
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