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2024 Predictions for Call Center Outsourcing

Outsource Consultants

JANUARY 3, 2024

Let’s start by revisiting our 2023 predictions, categorizing them as: Spot On: We nailed it! Let’s grade our 2023 predictions before unveiling our anticipated trends for the BPO industry in 2024. Outcome: Spot On Agent burnout was rampant in call centers throughout 2023 , with 32% of centers not actively monitoring for it.

Call Center 67
Call Center outsourcing Morale Interactive Voice Response 67
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Protecting Your Contact Center Agents’ Emotional Well-Being

Playvox

APRIL 4, 2023

According to the 2023 Customer Rage Study by CCMC and Arizona State University , 74% of respondents reported experiencing a problem with a company’s product or service, up from 66% in 2020 and 56% in 2017. With more time to invest in agent support, they can better connect and communicate with agents to keep engagement and motivation high.

Contact Center 78
Contact Center Agent burnout Morale Coaching 78
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