“US Contact Center Verticals: Communications” looks at the structure, growth, technology, HR and commercial issues found in contact centers within the US communications sector which includes telcos, internet service providers and media companies.
It contains data from multiple large-scale surveys of hundreds of contact centers carried out since 2010, and is the definitive study of this vertical market’s customer contact operations.
Comprising of almost 400,000 agent positions in 2,650 contact centers, the communications sector is one of the largest vertical markets in the US contact center industry, with employment heavily weighted towards larger operations.
The communications sector has historically had a relatively low level of live telephony and high voice self-service. Recent years have seen a rapidly growing use of web chat and email.
Average salaries tend to be substantially higher than the US contact center industry average. Call durations are also higher than average, and telephony agents in the communications sector tend to handle work that is more complex than in many other vertical markets.
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