Whether you’re running a customer support team of five or managing a large-scale contact center with hundreds of agents, understanding the latest trends and statistics is the best way to stay ahead.
Just ask businesses like Airtel, which handles 84% of its contact center calls with automated speech recognition, or companies tracking Net Promoter Score and Customer Effort to improve satisfaction and loyalty.
Contact center data matters because it shows how AI, chatbots, and multi-channel communication are shaping the way customers interact with brands.
In this guide, we’ll break down 30 essential statistics that reveal market growth, channel usage, and key performance metrics to help you make informed decisions in 2025 and beyond.
How we collected this data
This data was compiled from reputable sources, including Precedence Research, Grand View Research, SurveyMonkey, and Call Centre Helper. The statistics reflect market growth, AI adoption, communication channel usage, and key customer service metrics in 2025 and projected trends through 2034.
30 key contact center statistics
- The global call center AI market is expected to grow from USD 3.23 billion in 2024 to USD 25.84 billion by 2034. [Precedence Research]
- Airtel manages 84% of contact center calls using automated speech recognition algorithms as of 2023. [Precedence Research]
- AI chatbots are expected to save $80 billion in labor costs per year by 2026. [Precedence Research]
- AI-assisted interactions between call centers and consumers are projected to rise from 2% in 2022 to over 15% by 2026. [Precedence Research]
- The call center AI market is projected to grow at a CAGR of 23.11% from 2024 to 2034. [Precedence Research]
- North America is the largest market for call center AI solutions. [Precedence Research]
- The global contact center software market was valued at USD 33.38 billion in 2023. [Grand View Research]
- The market is expected to grow at a CAGR of 23.9% from 2023 to 2030. [Grand View Research]
- The IT & telecom segment dominated the contact center software market in 2022 with a revenue share of more than 24%. [Grand View Research]
- 72% of consumers are very or extremely likely to do business with a company that has a reputation for outstanding customer service. [SurveyMonkey]
- 97% of customers are likely to tell friends, family, or coworkers about a great customer experience. [SurveyMonkey]
- 62% of customers say a company is professional. [SurveyMonkey]
- 20% of customers say the company is unresponsive to their questions or concerns. [SurveyMonkey]
- The share of contact centers deploying smartphone apps increased from 24.3% to 26.4%. [Call Centre Helper]
- The share of contact centers using chatbots increased from 36% to 37.5%. [Call Centre Helper]
- Inbound voice calls increased from 53.5% in 2022 to 55.4% in 2023. [Call Centre Helper]
- 48% of contact centers use Facebook to interact with customers. [Call Centre Helper]
- 26.5% of contact centers use Twitter to interact with customers. [Call Centre Helper]
- 28.4% of contact centers use Instagram to interact with customers. [Call Centre Helper]
- 24% of contact centers use Messenger to interact with customers. [Call Centre Helper]
- 19.1% of contact centers use WhatsApp to interact with customers. [Call Centre Helper]
- 37.8% of contact centers do not use any apps to interact with customers. [Call Centre Helper]
- 14.7% of contact centers reported using other apps such as LinkedIn, MS Teams, TikTok, YouTube, Viber, or in-house apps. [Call Centre Helper]
- Video usage in contact centers decreased from 0.6% to 0.4%. [Call Centre Helper]
- SMS usage increased from 1.3% to 1.6%. [Call Centre Helper]
- Email usage decreased from 17.8% to 16.5%. [Call Centre Helper]
- Social media usage increased from 2.8% to 3%. [Call Centre Helper]
- Live chat usage increased from 7% to 7.2%. [Call Centre Helper]
- Customer Effort as a tracked metric rose from 44.8% to 50.5%. [Call Centre Helper]
- Net Promoter Score (NPS) as a tracked metric rose from 38.8% to 44.3%. [Call Centre Helper]
Conclusion
Close your eyes and imagine running a contact center where every customer interaction flows smoothly, metrics are clear, and your team knows exactly which tools and channels to use. Pretty great, right?
With platforms like Mevrik, you can easily centralize all your customer data, respond to messages on time, and efficiently collect feedback to improve service.
Ready to take your contact center to the next level? Sign up for Mevrik today and start streamlining your operations.
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