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About This Report
“The US Contact Center Vertical Markets Series” are a group of five reports which look at the structure, growth, technology, HR and commercial issues found in major US contact center sectors.
They contain data from multiple large-scale surveys of hundreds of contact centers carried out since 2010, and are the definitive study of each vertical market’s customer contact operations.
Benchmark the insurance contact center sector, and understand how the move from voice to digital channels is taking place. Discover the investments being made by US insurers to future-proof their operations.
Free to download.
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Research Reports
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Annual Business Surveys
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In this Report
Market Sizing and Structure
• Structure by contact center size
• Growth rates
• The Use and Effect of Omnichannel
• Inbound & Outbound Activity
Technology
- Current use of 12 key contact centre technologies
- Planned use of technology in four years’ time
HR Metrics
• Salaries
• Agent Attrition
• Agent Absence
Operational Benchmarking
• Agent Activity / Talk-time
• Call Duration
• Speed to Answer
