Contact Centers Go Digital
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.