Contact Centre Statistics: CX in 2020

Rob Scott

Essential facts and stats for CX leaders

Contact Centre Statistics: CX in 2020

The contact centre is one of the most critical components of any business.

The contact centre is the connection point between your brand and your customers. It can be a source of new sales opportunities and a way for you to assist your clients with any problems they might have with your products or solutions.

In an age where people judge your company by the experiences it can provide, it’s never been more critical to have the right technology in place.

According to Grandview research, the Contact Centre software market will reach $72.3 billion in value by 2027. Driven by the rise of new cloud-based tools, artificial intelligence, and programmable CX solutions, the contact centre is bigger and better than ever.

Let’s take a closer look at the facts.

Building a Business Case for Contact Centres

Every company needs some kind of contact centre.

Whether you’re a small organisation handling the occasional client query, or a considerable business making regular cold calls, your venture will thrive on the relationships you build with your customers.

The customer experience is now the most essential differentiator in any business landscape. It’s more valuable than your price point or feature list. What’s more, the average customer’s expectations for the contact centre are increasing drastically.

Today’s consumers don’t just want an excellent experience when they connect with your business over the phone. Your clients need you to provide a consistently amazing interaction across all channels and platforms, from video to social media.

Crucial facts and statistics from the contact centre landscape will give you the information you need to develop a tailored use case for the right CC technology.

Top 10 Contact Centre Facts You Need to Know

The contact centre is a continually evolving landscape, filled with new modes of communication, customer experience tracking, and journey mapping. The more companies learn about their clients and what they need, the more they can develop a contact centre that ticks all the right boxes.

Now that cloud contact centres and CCaaS are becoming more popular, contact centres also come with a lot more flexibility than they once did. Today, you can connect with customers through video, audio, messaging, and various other channels, and provide your agents with a single pane of glass for customer management.

Here are some contact centre facts to help you with planning your strategy:

  • Customers demand expertise: According to a Zendesk report, the most important element of a good customer experience is interacting with an agent who understands the issue (51%) and has the potential to resolve that problem quickly (49%). Source: Zendesk Customer experience trends 2019
  • Customers have higher expectations: Microsoft found that, on a global basis, customers now have higher expectations of Contact Centres, than they used to. As new tech evolves, your customers expect you to evolve with it. Source: Microsoft.
  • Artificial intelligence is a powerful opportunity: AI in the contact centre has a lot to offer today’s teams. 83% of companies say that AI is a strategic priority in their path towards better CX and business management. Source: PR Newswire.
  • Customers hate being passed between agents: Contact centre solutions need to connect customers with the right agents straight away. US customers say that being moved around is the most frustrating part of a customer service experience. Source: Microsoft.
  • The cloud is the future of contact centres: 61% of consumers say that they’re planning on moving their contact centre to the cloud. This number is likely to increase as businesses search for business continuity options after COVID. Source: Dimension data.
  • Clients want innovation: Your customers want you to invest in the latest customer experience technology. 57% of customers say that change is crucial. Source: Salesforce.
  • Some contact centres are struggling to evolve: The 2018 Global Newswire report found that two thirds of respondents felt they were “behind the curve” on implementing contact centre technology. Source: Global Newswire.
  • Picking up every call saves businesses money: A 1% improvement in first call response rate equals around $276,000 in annual operational savings for contact centres.
  • The need for omnichannel contact centres is growing: Microsoft found that 66% of customers use an average of 3 communication channels to connect with customer service. Source: Microsoft.
  • When a problem is resolved correctly, customer retention is secure: When contact centres address issues on the first call, only 1% of customers say they’re likely to go to another business, compared to 15% when the solution isn’t adequate. Source: VoIP-info.

Top Contact Centre Statistics for Your Business Case

As customer expectations continue to evolve, and technology transforms the way that we communicate on a global scale, the CC environment is changing. Today’s contact centres are more complex than ever. That means that business leaders need the right tools and systems in place to keep everything running smoothly.

The good news is that there are tools out there to address virtually every issue in the contact centre. Companies can access things like CX analytics tools, workforce management solutions, and more to enhance the contact centre. Here are some crucial contact centre statistics for your business case.

  • Customer intelligence generates great results: Using customer intelligence in your contact centre improves CSAT by up to 20%. It also supports an increase in revenue by up to around 15% and lower the cost of serving customers by around 20%. Source: McKinsey.
  • Speed is crucial: The right contact centre solution helps businesses to speed up problem resolution. When they have a service question, 90% of customers say that an immediate response is crucial. Source: Hubspot.
  • Businesses are losing money on poor service: Around $75 billion is lost every year on poor customer service experiences. Source: Forbes.
  • Companies aren’t empowering agents: 74% of customer service leaders say that they don’t empower their agents to deliver the right customer service with the best tools. Source: ICMI.
  • Cloud contact centres are more efficient: Experts say that cloud contact centres are up to 27% cheaper and suffer from 35% less downtime than their traditional on-premise counterparts. Source: Finances Online.
  • Customers still prefer phone support: Talkdesk found that Consumers still prefer phone and email as the best ways to contact companies. Live chat and self-service solutions are beginning to follow close behind. Source: Talkdesk.
  • People still want human connections: Though automations and virtual assistants are helpful, 34% of consumers said that automated telephone systems and inability to speak to a live person were some of the most frustrating aspects of contact centres. Source: Capterra.
  • Agents don’t always have the right tech: 60% of contact centre agents say that their company doesn’t give them the right tech to address CX challenges. 34% of agents say they don’t have access to the right customer data. Source: Taylor Reach.
  • Companies are struggling to use data: Only around 13% of companies say that they’re satisfied with their ability to use data to improve customer interactions. Source: Aberdeen Customer Experience Executive Agenda 2018.
  • Intelligent contact centres deliver real results: Aberdeen found that intelligence in the contact centre leads to a 16.5% improvement in customer retention, 121.2% improvement in customer effort score, and an increase in positive brand mentions. Source: Aberdeen Customer Experience Executive Agenda 2018.


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