Global contact center satisfaction index 2010-2022

In 2022, the global contact center satisfaction index for the private sector fell to its lowest rating since 2019, whereas the government satisfaction index was at its highest since 2013. Regardless of this, government services had only one point higher on the index score than the private sector in the same year.

A service in decline?

Despite still being one of the first points of contact for many public and private services, trends suggest that the call or contact center may be on the decline. In 2021 for example, there were over 100 fewer call centers that were opened or expanded in the United States than there were in 2016. Similarly, the number of jobs created in the call center industry in the Philippines fell dramatically within the same time period, with approximately 55,000 fewer jobs created in 2021 than in 2016. Revenue-wise, it was predicted that activities of call centers in the United Kingdom will bring in a similar annual turnover between 2020 and 2025, as the industry peaked in 2014.

An alternative workforce

As numbers of new call centers and employees have been on the decline, the use of artificial intelligence (AI) has been increasing within this work setting. The chatbot market revenue was expected to grow exponentially between 2022 and 2027, and was predicted to create a market value of almost 454 million U.S. dollars in 2027. According to recent studies, the market size of all artificial intelligence was expected to more than double between 2022 and 2024, suggesting an industry on an upward trajectory.