“The US Contact Center Vertical Markets Series” are a group of six 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 US contact centers carried out since 2010, and are the definitive study of each vertical market’s customer contact operations.


Report contents


Each report contains detailed information on:


  • Market Sizing and Structure
  • Growth
  • The Use and Effect of Omnichannel
  • Inbound & Outbound Activity
  • Technology
  • Salaries
  • Agent Attrition
  • Agent Absence
  • Agent Activity / Talk-time
  • Call Duration
  • Speed to Answer


There are six vertical market reports available:

  • Communications
  • Finance
  • Healthcare
  • Insurance
  • Outsourcing
  • Retail & Distribution


To download any or all of the “US Contact Center Vertical Market Series”, as well as many other research reports, please complete the registration form below.


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After registration / login, you will have access to all of ContactBabel’s end-user research and analysis.