This document summarizes call center statistics and trends to help call centers stay on top of changing customer preferences. It finds that 74% of consumers contact support by phone while 62% use email, and 49% start with phone support while 43% use online support. It also discusses how voice will remain the most used customer service channel but decline, while chat, messaging and social media usage will increase due to new technologies like chatbots. The document aims to help call centers understand customers and competitors better to improve customer experience.

1. 10 Call Center
Statistics to Help
You Stay on Top of
the Trends

2. 2
In this rapidly changing environment, today almost every industry
is a "challenging place" to work.
Call center industry is already undergoing a drastic change. Any
small change can help your call center achieve new heights.
It’s always a great strategy to follow what competitors are doing
and how they are utilising it.
This presentation sums up call center statistics that will help you
to stay on Top of the Trends.
Also, these call center stats and trends can make you find areas of
opportunity to fill the gap between you and your competitors.

3. 3
As per Microsoft’s 2017 State of
Global Customer Service Report,
here are the stats about customer
services that will help you to
understand customers’ preferences

4. 1. “74% of consumers contact
customer service support by
their phones, email stands at 2nd
spot with 62%.”
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5. 2. “43% callers start their first
interaction with customer
support over phone while 49%
via online.”
5

6. 3. “34% of US consumers chose
Interactive Voice Response (IVR)
system frustrates as most
frustrating aspect of customer
service experience.”
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Now, let’s read some facts related
to the call center future, how
technology will help call centers
in providing better customer
services

8. 1. “Voice will be the most used
channel for customer service in
2019 but will drop down from
49% to 43%.”
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9. 2. “Chats, Messaging and
Chatbots usage is likely to
increase from 6% to 16% in
2019.”
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10. 3. “Social Media will also be
likely to grow as channel for
customer services from 4% to
9%.”
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11. 4. “36% of businesses can
track customers online
footsteps across various
channels.”
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12. 5. “75% of customers have used
search engines for help before
taking a step to call call center
agent.”
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13. 6. “77% of call centers will focus
customer surveys/focus groups to
capture customer feedback while
call/contact monitoring will be
done by 64%.”
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14. 7. “66% call centers are planning to
invest in Advanced analytics
technology to improve customer
experience (CX) while 54% are
planning to use Voice of the
Customer (VoC).
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17. References
Global Customer Service Report – Microsoft
Global Contact Center Survey - Deloitte
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