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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.
“US Contact Center Verticals – Public Sector” looks at US government and public sector contact centers, benchmarking performance, considering investment plans and looking at the commercial and operational pressures they are experiencing.
Free to download.
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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
