Contact center snapshot 2020-2027

The global contact center market has undergone a significant transformation in recent years, driven by evolving customer expectations, technological advancements and shifting market dynamics.

These events have significantly impacted contact centers in every global market, necessitating the rapid adoption of remote and distributed work arrangements and paving the way for new customer demands that are not always possible to meet without drastic transformation and new approaches to management.

From the availability of skilled workers to new financial pressures and rapid technological advancements, the contact center is under more pressure than ever before. But simultaneously it has seen record growth in recent years and as a result, has a fresh opportunity to secure its role as a key driver of business performance, as it reaches projected values of US$113.8 billion by 2027.

The Contact center snapshot 2020-2027, produced by CX Network in association with SignalWire and AgileIntel Research, provides business leaders with a comprehensive view of the key figures that will drive this value creation. From the top BPO markets to workforce size and remuneration trends, the report explores the opportunities this growth will bring for both solution providers and contact center managers.

To contextulalize the numbers, it also includes insights from Netflix, Telstra, Majid Al Futtaim and SignalWire. 

Download this report to discover:

• The value of contact center and BPO markets by region, from 2020 to 2024, with projections for how the current growth trajectory will continue to 2027.
• The number of contact center jobs created in key global regions from 2019-2023 and a breakdown of how these new roles are distributed across five key industries.
• The average annual salaries of contact center workers in key regions and countries.