Contact Centers Go Digital

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A recent JLL Research report called "Technology, M&A and geopolitical uncertainty poised to disrupt contact center industry" reviews the status of the call center market.

Contact center employment grew to 2.6 million employees across the U.S. (up from 1.6 million employees in 2010), despite the significant growth due to automation. Now there are around 21.6 contact center employees per 1,000 jobs, who earn an average hourly rate of $17.39.

The report also states that there is a massive industry shift toward digital channels that will transform labor, technology and infrastructure. Non-voice channel revenues have nearly doubled since 2011, growing 91%, and are expected to keep on growing fast.

You can download and read the full report here.

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