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Primary drivers of growth of contact centers worldwide 2016
Primary drivers of growth of contact centers worldwide 2016
What are the main drivers of growth within your contact center(s)?
This statistic shows the primary drivers of growth for contact centers worldwide as of December 2016. During the survey, 88 percent of contact center industry leaders said their organization's main driver of growth was customer experience and expectations.
What are the main drivers of growth within your contact center(s)?
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| Share of respondents | |
|---|---|
| Customer experience/ expectations | 88% |
| Improvement of service | 73% |
| Growth of business | 43% |
| Expansion in scope of services/ products | 36% |
| Increased strategic importance | 35% |
| Competitive pressure | 29% |
| Expansion of operational footprint | 16% |
| Share of respondents | |
|---|---|
| Customer experience/ expectations | 88% |
| Improvement of service | 73% |
| Growth of business | 43% |
| Expansion in scope of services/ products | 36% |
| Increased strategic importance | 35% |
| Competitive pressure | 29% |
| Expansion of operational footprint | 16% |
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Description
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More information
This statistic shows the primary drivers of growth for contact centers worldwide as of December 2016. During the survey, 88 percent of contact center industry leaders said their organization's main driver of growth was customer experience and expectations.
Show more- Show sources information
- Show publisher information
- Release date
- June 2017
- Region
- Worldwide
- Survey time period
- November to December 2016
- Number of respondents
- 450 respondents
- Special properties
- Contact center executives
- Supplementary notes
- The source does not specify a type of survey or age of the respondents.
Source
- Show sources information
- Show publisher information
- Release date
- June 2017
More information
- Region
- Worldwide
- Survey time period
- November to December 2016
- Number of respondents
- 450 respondents
- Special properties
- Contact center executives
- Supplementary notes
- The source does not specify a type of survey or age of the respondents.
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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
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- 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
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- 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
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- 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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- Global contact center satisfaction index from 2010 to 2019
- Global contact center satisfaction index from 2016 to 2019, by industry
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- Share of customers in the United States who have contacted customer service for any reason in the past month from 2015 to 2018*
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