US Contact Centers

Transcription

1 US Contact Centers The State of the Industry & Technology Penetration (4 th edition) The reality of your market today - and in the future Market sizing: by agent positions, contact centers and jobs Detailed segmentation: 12 vertical markets, 6 size bands, by state and division Forecasts until 2020 for agent positions, contact centers, jobs and technology penetration NEW: Technology penetration rates: 11 technologies, by vertical and size band with forecasts Published August 2016

2 Key findings There are 41,500 contact centers in the US, with over 3.5m agent positions. Outbound calling activity has declined considerably to 18%, although more servicefocused outbound calls are replacing past sales call volumes. After the US contact center industry's decline in 2009/10 - both in terms of contact centers and agent positions there has been strong growth. There were over 230 billion minutes of inbound calling in On average, 12.5% of inbound interactions to contact centers are via . Social media customer services volumes will grow at a compound annual growth rate of 17% to Large contact centers (with over 250 agent positions) employ around 45% of all contact center staff, despite only accounting for less than 7% of physical contact center sites. The finance industry is the largest employer, with almost 15% of contact center jobs being in the sector. Around 4% of the US s employed population work in contact centers. The retail & distribution sector has most contact centers (16%), although finance, outsourcing & telemarketing, services, public sector, IT, communications and utilities are also important sectors. The mean average contact center size is 85 agent positions, with outsourcers, utilities, communications, insurance and finance contact centers having larger-than-average mean sizes. Mobile customer service app penetration will grow to 51% by % of businesses using a workforce management system are looking to replace it. 1 in 9 US contact centers are looking to implement an management system in the next 12 months. 54% of US contact center operations have some cloud-based functionality. Vertical market Use, no plans Use, replace <12 months >12 months No plans Don t know USING NOW Entertainment & Leisure 66% 0% 0% 0% 11% 23% 66% Finance 64% 16% 5% 0% 2% 13% 81% Insurance 83% 0% 0% 0% 2% 15% 83% Manufacturing 61% 17% 0% 0% 8% 14% 79% Medical 75% 2% 0% 0% 15% 7% 78% Outsourcing 75% 14% 1% 2% 4% 4% 89% Public Sector 65% 13% 0% 0% 9% 13% 78% Retail & Distribution 43% 20% 11% 13% 0% 13% 63% Services 71% 7% 2% 0% 6% 13% 78% TMT 74% 9% 11% 0% 4% 1% 83% Average 68% 7% 2% 0% 8% 13% 76%

3 Report contents: 79 charts and data tables show the size, structure and future of your market Based on ongoing primary research surveys with thousands of US contact centers Unique historical data, with forecasts to 2020 Vertical markets covered for market sizing: Communications Finance Healthcare Insurance IT Manufacturing Outsourcing & Telemarketing Public Services Retail & Distribution Services Transport & Travel Utilities Size bands: 6 size bands (11-24 seats to 1,000+ seats) The report is divided into 8 sections: Market Sizing Measures the number of contact centers and agent positions by: o contact center size band o vertical market o vertical market within size bands Geographical Location Agent positions by state and division Contact centers by state and division Employment Contact center employment by vertical market Predicted net change in jobs by vertical market Contact center employment by state Employment by contact center size Market Forecasts to 2020 US contact centers, US agent positions, Vertical market forecasts for contact centers and agent positions in 2020 Drivers for change, by vertical market Inbound and Outbound Calling Outbound activity and agent positions by contact center size and vertical market Types of outbound activity (cold sales, warm sales, renewals, service, customer surveys, debt collection, etc.) Virtual Contact Centers & Homeworking The virtualization of multisite contact centers by vertical market Effect of virtualization Use of homeworking Multichannel Customer Contact Contact center inbound interactions by channel, ( , voice, selfservice, social media, web chat, letter, fax, etc.) Relative changes in inbound channels Technology Penetration Current technology use, plans for replacement and planned implementation timescales 2016 and 2020 penetration rates Segmented by vertical market and contact center size 11 technologies: o Automated Speech Recognition o DTMF IVR o Management Systems o Interaction Analytics o Interaction Recording o IP Infrastructure o Management Information Systems o Mobile Customer Service Apps o Outbound Dialing o Web Chat o Workforce Management Systems Use of Cloud in 2016 and expected 2018 usage for 7 technologies

4 List of Tables & Charts Figure 1: Vertical market definitions and examples Figure 2: Agent positions and contact centers by size band, end-2016 Figure 3: Contact centers by vertical market, end-2016 Figure 4: Agent positions by vertical market, end-2016 Figure 5: Mean average contact center size by vertical market, end-2016 Figure 6: Contact centers by size and vertical market, end-2016 Figure 7: Agent positions by contact center size & vertical market, end-2016 Figure 8: Contact centers, agent positions and proportion of employment by US state, end-2016 Figure 9: Contact centers by US state, end-2016 Figure 10: Agent positions by US state, end-2016 Figure 11: Contact center employment by US state, end-2016 Figure 12: Contact centers by US division, end-2016 Figure 13: Agent positions by US division, end-2016 Figure 14: Contact center employment by US division, end-2016 Figure 15: Contact center employment by vertical market, end-2016 Figure 16: Forecasted employment changes by vertical market, Figure 17: Employment by size range, end-2016 Figure 18: Relative importance and growth in vertical markets, Figure 19: Agent positions, Figure 20: Agent positions by vertical market, 2016 & 2020 Figure 21: Contact centers, Figure 22: Contact centers by vertical market, 2016 & 2020 Figure 23: Inbound and outbound activity by contact center size, 2016 Figure 24: Outbound agent positions (equivalent), by contact center size, 2016 Figure 25: Outbound agent positions (equivalent), by vertical market, 2016 Figure 26: Outbound activity Figure 27: Use of automated outbound communication for proactive customer service Figure 28: Virtualization by vertical market (multiple-site operations only) Figure 29: Effects of contact center virtualization Figure 30: Current use of homeworking Figure 31: Changes in use of homeworkers, Q Figure 32: Contact center inbound interactions by channel, (projection) Figure 33: Relative changes in inbound channels, Figure 34: Top 5 most important areas of contact center IT expenditure in the next two years (ranked by overall number of top 5 places) Figure 35: Current technology usage and short-term investment plans - interaction recording by vertical market, end-2016 Figure 36: Current technology usage and short-term investment plans - interaction recording by contact center size, end-2016 Figure 37: Technology penetration rate estimates: interaction recording by vertical market, Figure 38: Technology penetration rate estimates: interaction recording by contact center size, Figure 39: Current technology usage and short-term investment plans - MIS by vertical market, end-2016 Figure 40: Current technology usage and short-term investment plans - MIS by contact center size, end-2016 Figure 41: Technology penetration rate estimates: MIS by vertical market, Figure 42: Technology penetration rate estimates: MIS by contact center size, Figure 43: Current technology usage and short-term investment plans - DTMF IVR by vertical market, end-2016 Figure 44: Current technology usage and short-term investment plans - DTMF IVR by contact center size, end-2016 Figure 45: Technology penetration rate estimates: DTMF IVR by vertical market, Figure 46: Technology penetration rate estimates: DTMF IVR by contact center size, Figure 47: Current technology usage and short-term investment plans - ASR by vertical market, end-2016 Figure 48: Current technology usage and short-term investment plans - ASR by contact center size, end-2016 Figure 49: Technology penetration rate estimates: ASR by vertical market, Figure 50: Technology penetration rate estimates: ASR by contact center size, Figure 51: Current technology usage and short-term investment plans management systems by vertical market, end-2016 Figure 52: Current technology usage and short-term investment plans - management systems by contact center size, end-2016 Figure 53: Technology penetration rate estimates: management systems by vertical market, Figure 54: Technology penetration rate estimates: management systems by contact center size, Figure 55: Current technology usage and short-term investment plans - WFM by vertical market, end-2016 Figure 56: Current technology usage and short-term investment plans - WFM by contact center size, end-2016 Figure 57: Technology penetration rate estimates: WFM by vertical market, Figure 58: Technology penetration rate estimates: WFM by contact center size, Figure 59: Current technology usage and short-term investment plans web chat by vertical market, end-2016 Figure 60: Current technology usage and short-term investment plans - web chat by contact center size, end-2016 Figure 61: Technology penetration rate estimates: web chat by vertical market, Figure 62: Technology penetration rate estimates: web chat by contact center size, Figure 63: Current technology usage and short-term investment plans automated outbound dialing by vertical market, end-2016 Figure 64: Current technology usage and short-term investment plans - automated outbound dialing by contact center size, end-2016 Figure 65: Technology penetration rate estimates: automated outbound dialing by vertical market, Figure 66: Technology penetration rate estimates: automated outbound dialing by contact center size, Figure 67: Current technology usage and short-term investment plans mobile customer service app by vertical market, end-2016 Figure 68: Current technology usage and short-term investment plans - mobile customer service app by contact center size, end-2016 Figure 69: Technology penetration rate estimates: mobile customer service app by vertical market, Figure 70: Technology penetration rate estimates: mobile customer service app by contact center size, Figure 71: Current technology usage and short-term investment plans - interaction analytics by vertical market, end-2016 Figure 72: Current technology usage and short-term investment plans - interaction analytics by contact center size, end-2016 Figure 73: Technology penetration rate estimates: interaction analytics by vertical market, Figure 74: Technology penetration rate estimates: interaction analytics by contact center size, Figure 75: Current technology usage and short-term investment plans IP infrastructure by vertical market, end-2016 Figure 76: Current technology usage and short-term investment plans - IP infrastructure by contact center size, end-2016 Figure 77: Technology penetration rate estimates: IP infrastructure by vertical market, Figure 78: Technology penetration rate estimates: IP infrastructure by contact center size, Figure 79: Which of your contact center functionality is hosted in the cloud? (2016, with mid-2018 plans) cloud-users only

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