Notes on this article.
1 Assumptions: 65 calls per agent per day (Cornell) x 21.48M agents (Statista, A.T. Kearney- Philippines 1.8M, US 3.4M, India 1.15M, UK 1.5M, China 1.2M, 2022. Figures extrapolated to global population) =1.396B per day x 260 working days 363B calls/day. Cloud calculated from 11.76B of total market size of 29.5B (Grandview Reseach) (Fortune Business Insights).
2 Operata Voice Performance analysis, 2022.
3 Zendesk, Customer Experience Trends Report 2020, page 14.
4 Nemertes, The global workforce forever changed, April 2020.
5 WFH Agent Technology now on the ‘plateau of productivity’. CCaaS hype cycle, 2021, Gartner.
6 BPO means Business Process Outsourcing.
7 ContactBabel U.S. Contact Center Decision maker’s Guide, vol3, page 206.
8 Mordor Intelligence, January 2021.
9 Operata commissioned research, based on a typical 250-seat contact center and standard cost models.