Callcenter industry manual#
Callcenter industry software#

According to FinancesOnline’s analysis of call center statistics, the rate of adoption for cloud-based contact centers was only 2.2% back in 2008 - but by 2017, 62% of organizations had some type of cloud-hosted software for their call centers.

Automatic call distribution (ACD) software significantly cuts down on customer wait times by instantly routing incoming traffic to available agents, with customizable orders for queues.įor call centers of all sizes, cloud technology has been a game changer.

A solution such as a predictive dialer drastically reduces downtime for sales reps by calling multiple leads at once, and leveraging algorithms to determine when to ring a new set of numbers.

Modern technology is improving both inbound and outbound telemarketing initiatives, which sales teams are increasingly able to manage in-house:

Callcenter industry manual#

Today, digital transformation is in overdrive as organizations implement software-based solutions to automate manual processes and maximize agent productivity. The market for software shows no signs of slowing But a closer look at the call center industry reveals that its greatest catalyst of growth is technology. As a result, contact rates are falling.įor many organizations, the solution is to hire more sales reps, spending more money to make more calls. Legacy systems are capped on dialing speeds, effective lead lists are hard to come by, and as more people use mobile phones rather than landlines - and prefer to communicate via social platforms or text messages - fewer are picking up calls from unknown numbers.

This same research estimated the value of the US market at $100.1 billion - the largest in the world.īut what’s driving this growth? Any organization with a call center knows that telemarketers don’t have it easy. A recent report measured the global market at $339.4 billion in 2020, and expected it to increase to $496 billion by 2027. It seems that today’s call center industry statistics are indeed within that range. In 2017, some set the overall marketplace revenue at around $200 billion, with the belief it would more than double to $401.7 billion by 2022. Estimates can vary widely depending on whether they’re being ambitious or conservative - but either way, it’s big. The actual size of the world’s call center market is difficult to calculate.

There’s global growth - if you know where to look Let’s redefine - and redesign - what the state of the contact center looks like, and examine the trends that are currently impacting the call center industry. And organizations that are still doing things the old way are being left behind fast.Īs a result, today’s call centers are remarkably different than they were 30, 20, or even 10 years ago, and the global sector continues to shift and evolve. Far from the large and expensive telemarketing firms of years past, software-based call center solutions have empowered in-house sales teams and transformed the contact center industry. Call centers like these are still out there, but with their manual processes and legacy infrastructure, they tend to be time, labor, and cost intensive. Many people probably imagine call centers look like a 1990s telethon: row after row of sales representatives dialing and answering landlines.