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Improve customer experience with operational efficiency and quality in the contact center.

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Conversation analytics provides business insights that lead to better patient outcomes for the professionals in the healthcare industry.

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Take your omnichannel retail and eccommerce sales and customer experience to new heights with conversation analytics for deep customer insights.

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Conversation analytics makes it possible to understand and serve insurance customers by mining 100% of contact center interactions.

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6 Must-Read Call Center Research Reports on the Future

Scott Kendrick

April 25, 2014

Today’s customer-driven marketplace is increasingly demanding that call center agents provide an  exceptional customer experience  across all channels, as opposed to phone communications alone. In order to remain competitive in the shifting digital landscape, contact centers are adopting multi-channel solutions (social media, email, live chat, surveys) to interact with customers.

To shed light on the evolving contact center, we’ve compiled a list of 6 must-read research reports that cover everything from cloud-based call center infrastructure to  speech analytics , multichannel metrics, and more. Take a look through the following report summaries to better understand the rapidly changing contact center model, as well as some of the industry trends and challenges contributing to this evolution.

Cloud-Based Contact Center Infrastructure Market Report

Speech Analytics: Making Effective Use of Voice in a Multi-Channel World

2013 Multichannel Metrics Survey Results

Decision Matrix: Selecting a Multichannel Cloud Contact Center Vendor

Creating an Intelligent Contact Center of the Future by Starting Today

Ahead in the Cloud: Why Contact Centers Are Moving to Cloud-Based Solutions

DMG Consulting LLC’s  report , reprinted for  NewVoiceMedia , covers cloud-based contact infrastructure and applications, which have captured the attention of business and IT leaders around the world. Faced with the challenge of optimizing the effectiveness of their contact center systems and applications, companies are finding creative and cost-effective approaches with cloud-based partners.

DMG Consulting claims the standard cloud-based contact center infrastructure solutions should come with the ability to handle multi-channel inbound, outbound (preview, progressive, and predictive), blended, email, chat/instant message (IM), SMS, and, increasingly, social media interactions.

Despite the number of newer channels available to customers today (social media, mobile, live chat, etc.), the role and importance of voice (phone and interactive voice response (IVR)) conversations is still critical.  Aberdeen’s report explores the role  speech analytics  plays in helping companies maximize their voice-based conversations.  It also highlights specific activities that help organizations reduce customer complaints by 12.6% year-over-year and achieve 9.3% annual growth in company revenue.

Interactive Intelligence and Contact Center Pipeline’s  Multichannel Metrics Survey  summarizes findings from a survey of contact center professionals across various industries, company types and sizes, and geographical locations.

The questions posed to respondents centered around multichannel communications in today’s contact center environment, including: What impact are emerging channels having on contact centers?  What are the key metrics that centers are using to manage both new and traditional channels?  Participants shared critical information about which emerging channels their contact centers are managing, as well as their metrics for phone, email, text-based, social, and video channels.

Ovum’s  report  explores the marketplace for hosted contact center services in the U.S., with particular emphasis on the ability of service providers to handle  multichannel customer interactions . It compares vendors based on the following criteria: the strength and currency of their technology platform, views of their customers, and the impact each company has on in the marketplace.  Vendors selected for inclusion in the report have the capacity to route at least one interaction channel beyond voice and have at least 10,000 deployed agent positions in the U.S.

The March 2014  installment  in  CRM  magazine’s Best Practice series seeks to answer the question: What is an intelligent contact center?  Contributors approach the issue from several different angles, but the key takeaway is that an intelligent contact center must consolidate all customer interactions into a single view. This data stream coming from multiple channels has to be synthesized into a coherent conversation between the contact center and customers, regardless of the source: voice, chat, email, social media, mobile, etc.

Magnetic North’s report explores the drivers of cloud adoption in the contact center, as well as some of the challenges to adoption, including legacy IT equipment, lack of properly trained staff, time, resources, etc.  According to Magnetic North, the cloud is firmly on the contact center agenda and companies that have not already moved to the cloud are most likely considering doing so in the near future.  Are those companies already in the cloud reaping the rewards?  Are they using the cloud to deliver new communications channels? 

Final Thoughts

The rapidly changing contact center environment is forcing companies to address industry trends such as cloud adoption, multichannel solutions, speech analytics, and more.

Product Demo Videos

Additional resources you might like:.

Three Strategies to Future-Proof Your Contact Center

Future of the Contact Center: A Forecast

Five Secrets of Top-Performing Contact Centers

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• DOI: 10.1111/j.1937-5956.2007.tb00288.x
• Corpus ID: 9917561

The Modern Call Center: A Multi‐Disciplinary Perspective on Operations Management Research

• Zeynep Akşin , Mor Armony , V. Mehrotra
• Published 1 November 2007
• Production and Operations Management

768 Citations

Performance improvement strategies to increase call center service level: a literature review, flexible workforce management system for call center: a case study of public sector.

• Highly Influenced

Call Center Management

Workload forecasting for a call center: methodology and a case study, optimization of multi-channel and multi- skill call centers.

• 12 Excerpts

Call Center Experience Optimization: A Case for a Virtual Predictive Queue

Staffing and shift-scheduling of call centers under call arrival rate uncertainty, workforce planning for single call center with service-level agreement, modeling and forecasting call center arrivals: a literature survey and a case study, optimizing the staffing and routing of small‐size hierarchical call centers, 229 references, analysis of the impact of team-based organizations in call center management, agent recruitment planning in knowledge-intensive call centers, cross-selling in a call center with a heterogeneous customer population, call center outsourcing: coordinating staffing level and service quality, managing trade-offs in call center agent scheduling: methodology and case study, intelligent procedures for intra‐day updating of call center agent schedules, note - a mathematical model for evaluating cross-sales policies in telephone service centers, partial cross training in call centers with uncertain arrivals and global service level agreements, telephone call centers: tutorial, review, and research prospects.

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Related Papers

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Please note you do not have access to teaching notes, call center satisfaction and customer retention in a co‐branded service context.

Managing Service Quality: An International Journal

ISSN : 0960-4529

Article publication date: 1 May 2006

This paper aims to examine call center satisfaction in an escalated call center context where callers are organization members of the primary/leveraged brand and have purchased additional co‐branded services as part of their membership. It also aims to examine the relationship between call center satisfaction and actual retention of both the co‐branded service offered and the primary brand (call center operated by the membership organization).

Design/methodology/approach

The survey data used in the analyses involve a sample size of 88 respondents, all members of a large, national nonprofit organization in the USA. Factor analysis and logistic regression were used to test the propositions.

The results indicate that caller satisfaction has four dimensions similar to those found in SERVQUAL. Although call center satisfaction dimensions are not significant for co‐branded service retention, the empathy dimension is most important to primary/leveraged brand retention.

Research limitations/implications

One of the limitations of this research is that it tests the propositions within a single firm regarding calls concerning a single category (insurance). Future research should attempt to replicate these findings in other call center contexts.

Practical implications

Caller perceptions of service quality (specifically empathy) in the wake of a perceived service failure, while not very helpful to co‐branded service retention, actually mitigate primary/leveraged brand membership loss.

Originality/value

This study addresses the lack of research tying escalated call center satisfaction and both retention of the co‐branded service in addition to retention of the primary leveraged brand using actual retention data.

• Customer satisfaction
• Customer retention
• Call centres
• Customer service management

Keiningham, T.L. , Aksoy, L. , Wallin Andreassen, T. , Cooil, B. and Wahren, B.J. (2006), "Call center satisfaction and customer retention in a co‐branded service context", Managing Service Quality: An International Journal , Vol. 16 No. 3, pp. 269-289. https://doi.org/10.1108/09604520610663499

Emerald Group Publishing Limited

Copyright © 2006, Emerald Group Publishing Limited

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133 Customer Service Research Topics, Essay Titles, & Thesis Ideas

Are you looking for the best customer service research topics? We’ve got you covered! On this page, you’ll find plenty of research topics related to customer service. Feel free to use them as inspiration for your essay, thesis, and other writing assignments!

🏆 Best Customer Service Essay Topics

✍️ customer service essay topics for college, 🎓 most interesting customer service thesis topics, 💡 customer service topics for presentation, 🛍️ customer service topics for discussion, ❓ customer service essay questions.

• The Impact of Quality Customer Service on Amazon’s Success
• Papa John’s Pizza: Quality Products and Customer Service
• United Airlines Customer Service Case Study
• Home Depot Company: Customer Service Information Systems
• Internal and External Customer Service
• MAC Cosmetics Company’s Customer Service
• Amazon Company’s Customer Service
• The Mount Rundle Hotel’s Customer Service Issues The confrontation between the customer and the hotel management, in the case of the Mount Rundle Hotel Banff, is a sign of service failure.
• Wal-Mart Stores Customer Service Perspective To address customer service at Wal-Mart Stores, the company’s management must set appropriate goals and ensure implementation of strategies for goals attainment.
• Customer Service: Current Trends and Challenges The current trends and challenges are substantial in the aspects of customer service, such as customer engagement, customer experience, and interfunctional coordination.
• The Customer Service Perspective: The Starbucks Brand The primary objective of the Starbucks is to attract the newer, younger customers, which are typically less well-educated people with relatively lower incomes.
• Disciplinary Action Plan for Customer Service Improvement The HR manager develops a 3-step plan of improving the CSR’s performance: conducting a session with the employee, providing feedback, and training the employee on the new products.
• Customer Service Philosophy, Customer Service Statement Developed Customer Service philosophy indicates that a company has an established vision, and its employees – clear guidelines.
• Cross-Cultural Executives’ Perceptions in Quality Customer Service and Relationship The research is supposed to discuss the cross-cultural perceptions of the marketing executives of MNCs as they deal with different customers in different regions and countries.
• Improving Decision Making and Customer Service In this article the case of the King County Library System vividly portrays that decision-making determines overall success of the organization and its development.
• Customer Service Training for New Employees The benefits of customer service training for new employees include improvement of employee efficiency and organizational value, creation of customer loyalty, etc.
• AI in Customer Service: Argument Flaws Analyzing AI’s comprehensive functionality can provide sufficient arguments for a variety of options to implement to attract and retain customers.
• American Express. Customer Service Operations and Excellence From the case study, American express had previously concentrated on getting as many clients as possible, and then having little regard for the onwards.
• Customer Service Representative Job This is an analysis of the customer service representative job provided using the task inventory method and manual examining. It identifies skills and job standards.
• Technology and Social Media Role in Customer Service Technology and social media play a considerable role in defining how brands are perceived by customers and the general public.
• Importance of Communication in Enhancing Customer Service in Medical Offices Communication in medical offices is critical as the professionals are required to ensure that patient privacy is adhered to at all times.
• MRP Decreases a Company’s Inventory While Improving Customer Service Level Material Requirement Planning (MRP) is a production system valuable to hundreds of companies that rely on technology for inventory or production.
• Customer Service in Rogers Wireless International This study of the services provided by Rogers wireless international looked at its customer care services and their impacts on the operations of the company.
• ‘Cost of Quality’ Implementation in Outsourced Customer Service The article discusses the “quality price” approach in calculating costs and improving quality assurance processes in manufacturing companies.
• Customer Service at Boeing Boeing has continuously improved customer service over the years as reflected in its data management systems, continuous support, training programs and special units.
• Copier Rehabilitation Facility’s Customer Service Issues The Charleston Copier rehabilitation facility is affected by operational problems resulting from a lack of regular time intervals for the arrival of copiers from distributors.
• Home Depot Inc.’s Customer Services Home Depot is seen as the world’s largest home improvement retailer which has many branches in China and France and two leading French retailers.
• Apple Inc.’s and General Motors Company’s Customer Service This paper evaluates the methods and quality of customer service at Apple Inc. and General Motors, and its contribution to organizational growth in a competitive environment.
• Recruitment for Customer Service and Manufacturing There are many options for human resource managers to find skilled employees. Some methods of recruitment prove more efficient than others.
• Therapeutic Alliance Center’ Customer Services Management This paper explores the problem of lack of customer-service management skills in Therapeutic Alliance and its impact on the establishment’s performance.
• Oman Oil and Shell Companies’ Customer Service The paper investigates the efficiency of customer services in logistics and transport management in the Sultanate of Oman within the Oman Oil Company and the Oman Shell Company.
• CompleteCare Department Customer Service This research aims at establishing the effectiveness of CompleteCare in addressing the complaints of the customers. The study will examine the number of complaints.
• Customer Service Training in a Human Resource Strategy This paper evaluates how customer service can be improved by incorporating customer service training in an organization’s human resource development strategy.
• Customer Service for Retail Stores
• Automated Customer Service Consumer Longer Operator
• Customer Service and Immediate Technical Support
• Customer Service and Customer Success
• Job Description for Customer Service Agents
• Customer Service With Online and Virtual Communication
• Consistent and Reliable Customer Service
• Bank Mergers and Related Decline in Customer Service
• Customer Service and Cabin Crew
• AlliedSignal’s Internal Customer Service
• Educational Psychology and Customer Service Analysis
• Customer Service and Customer Satisfaction
• Customer Service and Data Warehouse
• Administrative and Customer Service Skills
• Customer Service and Change Management
• Customer Service and Emotion Management
• Bloomingdale’s Customer Service Reaches Abroad
• Ameritech’s Culture and Customer Service
• Customer Needs and Satisfaction and Customer Service
• Customer Service and Cargo Operations
• Contemporary Business and Customer Service
• Customer Service for Reverse Logistics Management
• Customer Service and the Heirloom Factor
• McDonald’s Customer Service Policy
• Customer Service Representative Morale
• Customer Service More Important Than Marketing
• Marketing and Customer Service in Hospitality Industry
• Hotel Industry and the Value of Efficient Customer Service
• Customer Service Chat Project Financial Projections
• Concepts and Practices Underpinning Customer Service Delivery
• Customer Service and Induction Training
• Customer Service and Patient Experience Model
• Order Management and Customer Service
• Public Sector and Customer Service
• Latest Technology Used Today‘s Customer Service
• Customer Service Standards and Conditions
• Customer Service and Corporate Social Responsibility
• Methods for Improving Customer Service
• Customer Service Beliefs That Can Hurt Your Business
• Quality Management System Customer Service in Restaurants Tourism
• Airlines and Customer Service Challenges
• Customer Service Supervisor Training Program
• Effective Communication and Customer Service
• Customer Service for Health Care
• Customer Service Management Flashcard
• Language Barriers and Customer Service
• Marketing and Customer Service Level Assignment
• Local Literature Customer Service Skill Employed in the Restaurant
• Ideal Customer Service From a Nursing Perspective
• Customer Service and Consumer Protection
• Quality Initiatives and Customer Service Employee Retention
• Customer Service and Claim Cycle Time
• Customer Service and Modernization
• Bank Customer Service Call Center Analysis
• Logistics and Customer Service
• Customer Service and Its Effects on Customer Retention at Imagestream
• Culture and Customer Service Excellence
• Customer Service for Higher Education
• Alton Towers Customer Service Aims
• Monitoring and Evaluating Customer Service
• The role of excellent customer service in building brand loyalty.
• Benefits and challenges of personalized customer service.
• Balancing automation and human touch in customer service.
• The significance of emotional intelligence for customer service staff.
• The impact of customer feedback on business improvement.
• Essential metrics for measuring customer satisfaction.
• Best practices for multilingual customer support.
• The influence of social media on consumers’ service expectations.
• Emerging technologies and trends in customer service.
• The value of customer self-service in the online business environment.
• What Is the Meaning of Customer Service in Business?
• How Might Computer Use Sentiment Mining to Identify Ways to Improve Its Customer Service?
• How Can a Customer Service Professional Project a Positive Image to the Customer?
• How Can a Worker’s Emotional State Affect Customer Service?
• Why Is Customer Service Important to an Organization?
• What Types of Customer Service Before, During, and After the Sale?
• What Is the Definition of Good Customer Service?
• Is There a Difference Between Customer Service and Customer Support?
• What Is the Role of Customer Service?
• What Are the Soft and Hard Skills Required for Customer Service?
• What Is the Role of a Customer Service Executive?
• What Are Customer Service Measurements and Metrics?
• What Are Customer Service Strategies in the Digital Age?
• How Are Customer Service Strategies Created Within the Market?
• How to Achieve and Maintain High-Quality Customer Service Throughout the Organization?
• What Are the New Developments in Customer Service Training?
• What Was the Customer Service in the 1950s?
• Is Customer Service the Key to Customer Loyalty?
• What Are the Features of Public Sector Customer Service?
• What Is Customer-To-Customer Service Interaction?
• What Is a Customer Service and Support Database?
• What Conditions Are Necessary to Ensure Excellent Customer Service in Libraries?
• What Is the Difference Between Customer Focus and Customer Service?
• What Is a Customer Service-Focused Mentality?
• What Does Customer Service Look Like From the Customer’s Perspective?
• Does Customer Service Focus on Care for an Individual?
• Is There a Link Between Customer Service and Product Quality?
• Does E-procurement Improve Internal Customer Service?
• What Is the Role of Customer Service in Customer Relationship Management?
• What Is the Impact of Information Technology Management Practices on Customer Service?

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StudyCorgi . 2022. "133 Customer Service Research Topics, Essay Titles, & Thesis Ideas." March 1, 2022. https://studycorgi.com/ideas/customer-service-essay-topics/.

These essay examples and topics on Customer Service were carefully selected by the StudyCorgi editorial team. They meet our highest standards in terms of grammar, punctuation, style, and fact accuracy. Please ensure you properly reference the materials if you’re using them to write your assignment.

This essay topic collection was updated on December 27, 2023 .

Typical Roles in a Call Centre – With Job Descriptions

Here are job overviews and job descriptions for all call centre roles, from a Call Centre Agent to a Customer Service Director.

What Are the Typical Positions in a Call Centre?

Within a call centre there are common roles, responsibilities, and positions, including the Call Centre Manager, Team Leaders and Agents.

There are also other call centre job titles, such as the Customer Service Director, Resource Planning Analysts and Quality Analysts, all of whom play a vital role in helping the contact centre meet its targets.

A full list of typical call centre positions is provided below:

Call Centre Agent

• Team Leader

Call Centre Manager

• Customer Services Director

Resource Planning Analyst

Quality analyst, head of the call centre, digital contact director, operations manager.

• Chief Customer Officer

Customer Experience Officer (CXO)

Human resources (hr).

Understanding each of these roles could come in useful when trying to set up a call centre, or just to familiarize yourself with the industry.

Yet many call centres won’t have personnel in each of these roles. The size of the centre will determine the available positions, as well as the number of Team Leaders and additional support positions.

For more of the basics regarding the make-up of a call centre, read our article: What Is a Call Centre? – 10 Things to Know

A Typical Hierarchy for a Call Centre

The following organizational hierarchy shows the typical structure and positions within the call centre.

Below, we share job descriptions for most of the roles introduced in this flow diagram – with additional job introductions for the other call centre positions.

A Call Centre Agent can be known by various titles, depending on the responsibilities of their position within the call centre, these titles include:

• Customer Service Representative
• Customer Support Specialist
• Sales Advisor

To find out more names and titles for call centre agent positions, read our article: What Other Job Titles Should We Call Centre Agents?

Here is a video in which we introduce you to the role of Call Centre Agent. The video is narrated by Hannah Cox of Douglas Jackson – the contact centre recruiter.

If you are looking for a job description for a Call Centre Agent in the more traditional format, take a look at our example below.

An Example Job Description for a Call Centre Agent

Purpose and responsibilities.

A Call Centre Agent is generally expected to solve queries when a customer phones into a contact centre.

However, an Agent may also contact customers themselves, maybe for customer research purposes or perhaps to sell them something.

Agents often communicate with customers via email, live chat or post.

In addition to phone calls, Agents often communicate with customers via email, live chat or post – or “snail mail”, as it’s frequently referred to.

Agents are often referred to by other names , including Agents, Customer Service Representatives and Associates – so if you are interested in becoming a Call Centre Agent, make sure you look out for job descriptions with these titles too.

If you work as a Call Centre Agent, your day-to-day activities may include:

• Managing large amounts of calls in a timely and effective manner
• Identifying customer needs
• Researching customer problems
• Providing the right solutions to customers
• Keeping records of all customer conversations on the call centre database
• And meeting targets in terms of quality of conversations

You may also be expected to take on responsibilities like:

• Following communication scripts
• Managing social media and third-party review sites
• Taking opportunities to upsell to customers
• Conducting customer research
• Attending training sessions to continuously improve knowledge and performance

Skills Required

The top three skills that recruiters tend to look for in a Call Centre Agent are:

• Good communication skills, especially listening, as that will allow you to ask better, more relevant, questions of customers.
• Empathy is important as you may be handling contacts from customers in difficult situations, so having natural empathy makes it much easier to build rapport with these customers.
• An ability to multitask will prove vital, as you will have to switch between multiple systems while helping customers and also switch channels frequently – from the phone to email, for example.

Other skills that make up a good Call Centre Agent include problem-solving, collaboration, patience, tech-savviness and the ability to socialize well.

Find more skills that call centres value in an Agent in our article: The Top 10 Most Important Customer Service Skills

Experience Required

A background in a customer service environment will be very desirable, and this doesn’t have to be in a call centre environment. You may also need GCSE passes in Maths and English.

If you are from the US, you may need a minimum of a high school diploma.

Call Centre Team Leader

Here is a video in which we introduce you to the role of a Call Centre Team Leader. The video is narrated by Hannah Cox.

If you are looking for a job description of a Call Centre Team Leader in the more traditional format, take a look at our example below.

Are you still not sure on the difference between a Manager and a Leader? Check out the following article to find out for sure: Are You a Manager or a Leader?

An Example Job Description for a Call Centre Team Leader

A call centre Team Leader has the responsibility of managing a team of Call Centre Agents. The numbers usually range between eight and twelve.

If you work as a call centre Team Leader, your day-to-day activities may include:

• Having “morning huddles” to make sure that your team know what their objectives are for the day
• Call listening and giving feedback to Agents on how they can improve
• Taking call escalations and looking out over your team for when an Agent may need help
• Ongoing coaching and development of your team
• Monitoring and driving individual and team performance, usually against a set of key performance indicators (KPIs)
• Preparing reports for your Line Manager on performance against these KPIs
• Ongoing motivation of your team to ensure a positive mindset and customer-focused attitude remains throughout
• Identifying and addressing any people issues , and being a pillar of support for your team members
• Training your team members to identify cross-sell and upsell opportunities
• Contribute to overall customer experience by promoting awareness of any company-wide customer experience initiative
• Make best use of resource by effective resource planning

The top three skills that recruiters tend to look for in a Call Centre Team Leader are:

• Good interpersonal skills are essential as these will help the Team Leader to motivate Agents and feedback in a positive, constructive way that will encourage performance improvement.
• Being accountable and responsible for your team’s performance. You are all in this together.
• Being organized and numbers-driven is important because you will have accountability of your team achieving certain performance levels and will have to provide reports to senior management.

Other skills that contact centres will look for in terms of a call centre Team Leader include being customer focused, employee focused and having a good understanding of basic HR guidelines.

Team Leader positions will normally require people with management experience in a contact centre environment.

Experience in a contact centre environment may be more important than qualifications once we get to this level of role.

Additional Information

How a Team Leader spends their time will vary greatly from one contact centre to another. While this mostly comes down to culture, it also comes down to the size of the team they’re leading.

The number of agents in a contact centre team is not consistent across the industry, as highlighted in the graph below, which has been taken from a 2019 Call Centre Helper report.

This chart has been taken from our report: Are You Delivering Exceptional Customer Service? (2019 Edition)

As you can see, many contact centres reported team sizes of less than six Agents, while others had over 25 Agents per team. That’s a massive 19 head difference.

Generally, those with fewer agents in a team will invest more in creating relationships to improve the Agent experience and, in doing so, the customer experience.

However, those contact centres who opt for larger team sizes will do so in order to boost efficiency, as Team Leaders will be expected to take on more administrative responsibilities.

Find out how to be the best possible Team Leader in our article: Team Leadership: What Makes a Great Leader?

Here is a video in which we introduce you to the role of a Call Centre Manager. The video is narrated by Hannah Cox.

If you are looking for a job description of a Call Centre Manager in the more traditional format, take a look at our example below.

An Example Job Description for a Call Centre Manager

A Call Centre Manager has the responsibility of managing a group of Team Leaders, who then have teams of Agents reporting to them.

If you work as a call centre Call Centre Manager, your day-to-day activities may include:

• Having meetings with your Team Leaders to make sure that objectives for the day are communicated and understood
• Having 1-2-1s with your Team Leaders to discuss any day-to-day issues, and providing support as necessary
• Ongoing coaching and Learning & Development of your team
• Working cross functionally with other department leaders to ensure that the objectives of the business are being met and outcomes are being delivered
• Monitoring and driving performance across your operation, and preparing relevant reports for senior management
• Translating the businesses short, medium and long strategy into deliverable objectives for your Team Leaders
• Identifying and addressing people issues, and usually having responsibility of adhering to HR processes
• Depending on the size of the business and your operation, you may take escalated calls from complex customer queries
• Manage any third-party relationships
• Have responsibility for effective resource planning

The top three skills that recruiters tend to look for in a Call Centre Manager are:

• Great interpersonal skills are essential to be able to engage with your teams and stakeholders effectively.
• Being accountable and responsible for your operations performance and that the desired business outcomes are being achieved.
• Being very well organized and numbers driven is important because you will have a lot of data to collate and utilize in order to get the best out of your teams. You will have multiple workflows open at the same time across different parts of your operation.

Other skills that contact centres may look for in terms of a Call Centre Manager include being people focused, performance driven, and having a solid understanding of basic HR guidelines.

Find more skills that recruiters look for in a Manager in our article: 10 Essential Skills for Every Contact Centre Manager

Contact Centre Manager positions will normally require people who have experience of managing Leaders in a contact centre environment.

The relevant experience in a contact centre environment may be more important than qualifications for this level of role.

Customer Service Director

Here is a video in which we introduce you to the role of a Customer Service Director. The video is narrated by Hannah Cox.

If you are looking for a job description of a Customer Service Director in the more traditional format, take a look at our example below.

An Example Job Description for a Customer Service Director

A Customer Service Director has the responsibility for defining the strategy for a customer service operation, and then creating a shared vision to enable the effective delivery of that strategy. (Note, there is also a new Chief Experience Officer (CXO) role in the mix as another option for career progression.)

If you work as a Customer Service Director, your day-to-day activities may include:

• Regular meetings with the senior leadership team to ensure that any upcoming news, events and changes are pre-empted and managed accordingly across the business
• Having ownership of the service function and monitoring daily, weekly, monthly and annual reports
• Ensuring that all of your direct reports have the required information and support to be able to do their roles effectively
• Ongoing coaching and development of your management structure
• Working cross-functionally with other business areas to keep up to date with anything that may impact service levels
• Preparing reports for the Board on service levels, and profit and loss of the function
• Being an inspiring leader and visible at all levels, promoting a culture of people and customer first
• Identifying any performance issues and coaching needs
• Responsibility for a Voice of the Customer (VoC) programme and improving the end-to-end customer experience by engaging with and influencing peers across other business functions
• Creating employee engagement strategies and devising metrics
• Achieving cross-sell and upsell objectives and changing and adapting these in line with business requirements

The top three skills that recruiters tend to look for in a Customer Service Director are:

• Great leadership skills. You will inspire and lead a team who are servicing your businesses customers. An engaged workforce is key.
• Being accountable and responsible for your function’s performance. You may have or profit and loss responsibility and experience and certainly be commercially focused.
• Being credible at Board level and able to influence change for the better of the customer service function and the wider business.

Other skills that contact centres will look for in terms of a Customer Service Director include being people focused, driven, emotionally aware and resilient.

A Customer Service Director role will almost definitely require a proven track record of delivering results at a senior level within a desirable business or industry, having achieved similar outcomes that the new business is looking to achieve.

Here is a video in which we introduce you to the role of a Resource Planning Analyst. The video is narrated by Hannah Cox.

If you are looking for a job description of a Resource Planning Analyst in the more traditional format, take a look at our example below.

An Example Job Description for a Resource Planning Analyst

A Resource Planning Analyst’s role within a call centre is to make sure that the right people are in the right place at the right time.

If you work as a Resource Planning Analyst, your day-to-day activities may include:

• Producing long- and short-term forecasts of call demands and volumes
• Producing and updating schedules for call centre employees so that they know where they need to be, and at what time
• Coordinating of real-time activities to ensure appropriate Agent coverage
• Producing reports to show overall contact centre performance
• Managing direct reports
• Conducting daily, weekly and monthly planning meetings with operational leaders
• Keeping everybody up to date with any upcoming plans or challenges or risks to service levels
• Floor walking to ensure that people are in the right place and doing what they are meant to be doing

The top three skills that recruiters tend to look for in a Resource Planning Analyst are:

• Experience with Excel or a workforce planning tool of some description and a good administrator.
• An awareness of potential causes and impacts on day-to-day service levels.
• Good stakeholder management skills to ensure that effective planning is delivered correctly.

Other skills that make up a good quality Resource Planning Analyst include problem-solving, collaboration, being technology savvy, and able to communicate well at all levels.

A background in customer service and contact centres is desired for this sort of role, and Resource Planning Analysts have often previously worked on the phones as call centre Agents.

Advanced Excel training and qualifications in mathematics or statistical-related subjects may be beneficial.

If you want to be a good Resource Planning Analyst, you’ll need to understand all of the concepts that are presented in our article: Workforce Planning: 20 Fundamental Rules

Here is a video in which we introduce you to the role of a Call Centre Quality Analyst. The video is narrated by Hannah Cox.

If you are looking for a job description of a Call Centre Quality Analyst in the more traditional format, take a look at our example below.

An Example Job Description for a Quality Analyst

A Call Centre Quality Analyst monitors and assesses the quality of customer conversations, across all contact centre channels. This includes phone calls (both inbound and outbound), emails, live chat conversations and so on.

A quality analyst is tasked with the wider goal of supporting advisors to improve…

In doing so, a quality analyst is tasked with the wider goal of supporting advisors to improve their customer interactions.

If you work as a Call Centre Quality Analyst, your day-to-day activities may include:

• Monitoring and assessing Agent performance against a set of criteria
• Giving feedback to Agents on how they can improve
• Designing evaluation programmes for Call Centre Agents
• Developing a metric for Quality Scores to track individual and team performance
• Observing call centre trends
• Preparing reports for management on where the contact centre has improved and where it could improve further
• Implementing Agent training and coaching initiatives
• Running root-cause analysis to identify knowledge gaps
• Providing customer feedback and internal compliance feedback to management
• Identifying and helping to implement tools that will improve advisor performance

The top three skills that recruiters tend to look for in a Call Centre Quality Analyst are:

• Good interpersonal skills are key as these will help the Analyst to give Agents feedback in a positive, constructive way that will encourage performance improvement.
• Being analytical will enable the Quality Analyst to better spot trends and identify areas for improvement, both in terms of Agent and call centre performance.
• Being organized is important because the Quality Analyst has to wade through lots of information, so being able to do this in a structured way will be of great benefit.

Other skills that contact centres will look for in terms of call centre Quality Analyst include quality focused, an ability to work to tight deadlines and being technology savvy.

Call Centre Quality Analyst positions will normally require people with contact centre experience.

Contact centres usually recruit Quality Analysts internally, promoting experienced and driven advisors who are familiar with the current quality programme and wider organizational goals.

Having basic level GCSEs may help, particularly in Maths and English. If you are from the US, you may need a minimum of a high school diploma.

To find out more about what Quality Analysts do, read our article: Contact Centre Quality Assurance

Other Roles Within the Call Centre

Here are some more, shorter, introductions to some of the other contact centre roles that we highlighted at the start of this article.

Contact Centre Heads lead contact centre operations of various sizes. Typically this is a fast-paced area of business that is challenging and changing continuously.

Someone in this position would be expected to shape the future of the contact centre operation, to improve the customer experience through each available channel.

Typically, the Head of the Call Centre would report to the Customer Services Director or Managing Director and would be held accountable for the performance of all call centre teams.

Yet there is much more to the role, as highlighted in the duties listed below.

Main Duties Generally Include…

• Budgetary/profit and loss management
• Decision-making regarding people, processes, technology and the future
• Developing plans for the use of new tools and technologies
• Coordinating the contact centre management team at all levels
• Ensuring KPIs are met or exceeded
• Overseeing recruitment and scheduling processes
• Reviewing and clearly defining all contact centre roles

Important Skills

• People management
• Budgetary management
• Organization and communication
• Being analytical, with an understanding of complex data
• Problem solving
• Team building/directing

For more on this role, read our article: Head of Contact Centre: Example Job Description

This role is primarily responsible for the uptake of digital channels and customer contact efficiency across digital service lines.

Furthermore, it is the responsibility of the Digital Contact Director to deliver a service that does not compromise existing revenue, service and margin position.

Also, it is up to the person in this role to lead the creation/development of a digital contact strategy, researching, proposing and designing the correct digital channels that match brand image and ambitions.

• Gaining an understanding of digital market trends and opportunities that are relevant to the contact centre
• Ensuring consistent delivery of service on email, web, live chat, video, social and other correspondence
• Designing and implementing ways to develop various channels
• Identifying and researching third-party suppliers
• Securing executive/board level buy-in on projects
• Digital design
• Knowledge of how to improve the user experience
• Researcher who is aware of market trends
• Problem solver

For more on this role, read our article: Digital Contact Director: Example Job Description

Chief Customer Officer (CCO)

A new role for the Call Centre is the Chief Customer Officer.

The CCO reports on the critical customer outcomes and brings relevant trends to the attention of Customer Experience executives and CEO. They create the CX strategies working with other departments to meet CX goals and have a overview of metrics such as Customer Effort, NPS etc.

As a support role in larger centres, the Operations Manager would tend to look after the operational elements of the contact centre.

A person in this role would also be expected to liaise with the Team Leaders and the Call Centre Manager regarding performance management information, and they would usually be the link with the IT department or technology suppliers.

So an Operations Manager would have to be good with statistics and technically minded, while communicating with all levels of the contact centre.

• Leading operations to ensure KPI targets are met
• Planning and implementing contact centre strategy
• Working with Training, Recruitment and HR to plan resourcing campaigns
• Designing continuous improvements of processes
• Maintaining engagement with key client contacts
• Setting and reviewing quality performance standards
• Knowledge of operations and customer support
• Critical thinking
• Business and technology management
• Commercial understanding
• Motivatation

For more on this role, read our article: Senior Operations Manager: Example Job Description

Customer e(X)perience Officer (CXO) doesn’t have to think about the customer experience in his or her spare time from their “other” C-level responsibility, but is devoted 100% to CX.

By definition, the C in CXO stands for customer. The entire focus of the CXO is on customers, and CX programmes and initiatives. If anything, the CXO can be the common thread woven through and across the entire company — including any potential silo department.

There needs to be a very close relationship between HR and the call centre due to HR’s ongoing people activities such as recruitment and training.

Depending on the company, there may be HR resources within the call centre.

HR are responsible for ensuring that terms and conditions of employment and job descriptions are all in place, as well as organizing recruitment…

Usually HR are responsible for ensuring that terms and conditions of employment and job descriptions are all in place, as well as organizing recruitment and possibly training for the call centre. They also deal with issues that individuals may have personally or professionally.

Some centres have trainers as part of the overall team because of the high volume of induction and ongoing training that is required.

They are responsible for preparing and delivering training to the agents in the centre.

In larger centres, in addition to the Team Leader, each team may have a coach who will provide additional support and technical knowledge to the agents.

This is usually someone who has been a very good agent and has a good way of getting information over and helping someone to improve their performance.

Thanks to Douglas Jackson for their help with this article.

If you are looking for a new role within the call centre industry, these articles may be helpful:

• The Top 25 Words to Describe Yourself on Your CV
• Mistakes to Avoid When Applying for a Job
• 4 Signs That You’re Ready for a New Job

Published On: 23rd Sep 2020 - Last modified: 22nd Dec 2023 Read more about - Call Centre Life , Coaching , Jobs , Recruitment , Setup

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Very informative-

Thanks for the information it’s helpful to me.

Job well done.

We’ve got an Engagement and Development Lead within my operation – they are responsible for our staff engagement strategy and ensuring all members of the team (140 staff) have bespoke development plans in place. They own succession planning for frontline staff and co-ordinate with L&D when we recruit/onboard new starters

Much helpful <3 Thanks for sharing

Top 20 Call Center Job Titles [with Descriptions][2023 Update]

What are the best call center job titles or call center roles for you and your team? I reviewed 95 call center job titles searched for by candidates and employers to find the best titles for you to choose from.

This is the latest chapter in Ongig’s series called  Job Titles: The Definitive Guide .

In this article, you’ll find:

• Contact Center vs Call Center  — why many employers are renaming this department
• Call Center vs Customer Service — why they are different in some companies
• Call Center Job Titles Hierarchy — The standard org chart for call center department positions with examples from each of the 6 major call center job levels. I include examples of top employers and what they call their titles.
• The Top 20 Most-Searched-For Call Center Titles — A column chart of the top 20 call center positions that candidates search for on Google.
• 10 Call Center Job Titles and Descriptions — A list of the top 10 call center titles and descriptions that employers request.
• Creative Call Center Job Titles — A few funny job titles we found for contact center professionals.

Contact Center vs Call Center

What is the difference between a contact center and a call center? Many top companies like AAA, Amazon, and Facebook have changed the name of their “call center” to “contact center” (another name for call center) because “call center” seems outdated. These terms can be used interchangeably, but there are differences thanks to technology:

“A traditional call center, as the name suggests, is focused on voice calls. Even if a call center provides some multi-channel customer service, the interactions are siloed in the individual channels, with no view of the full customer journey. On the other hand, a modern contact center, as the name indicates, allows customers to contact a company not just via calls, but across whatever channel they choose.” — TTEC

If your company uses more than phone calls for customer support, you might go with “contact center.” But, “call center” titles are still widely recognized and used by companies like CBS, ADP, and AT&T.

What about call center vs call centre (another name for call center).  Some global companies use one or the other, or both. They mean the same thing, but “center” is the American English spelling, and “centre” is the Commonwealth English spelling.

Call Center vs Customer Service

Call center titles for leaders vary depending on company size and industry. Some larger companies roll customer service and call center positions into 1 or more groups. For example, Walmart uses “Customer Service and Call Center jobs” as a category on their careers page. They also have a Chief Customer Officer, Janey Whiteside , who reports to the CEO and the E-Commerce Chief. Whiteside looks after the Walmart “customer journey,” including call center support.

Call centers aim to have a high volume of calls to solve customer issues. Customer service gives more 1-on-1 support during the entire customer process.

(Editor’s Note: There are a few call center job titles that overlap with our Top 20 Customer Service Job Titles blog.) 

Now, let’s have a look at a typical call center hierarchy.

Call Center Job Titles Hierarchy

Below is a call center hierarchy structure with top seniority listed at the top, down to entry-level jobs at the bottom ( call center roles):

• Head of Call Center – Chief Customer Officer, Chief Contact Center Officer, Chief Support Officer
• Call Center VP – Vice President Call Center Operations, Vice President of Call Center Operations, Contact Center Vice President
• Call Center Director – Call Center Team Leader, Call Center Lead, Contact Centre Team Leader, Director of Call Center Operations, Contact Center Team Leader
• Call Center Supervisor – Call Center Manager, Call Center Operations Manager, Contact Center Manager, Call Center Quality Assurance Manager, Contact Center Supervisor, Call Center System Administrator, Call Center Administrator
• Individual Contributors – CSR, Remote Chat Agent, Call Center Representative, Online Chat Agent, Live Chat Agent, Customer Care Representative, Call Center CSR, Call Center Agent, Call Center Trainer, Call Center Rep, Customer Care Advocate, Customer Service Agent, Call Center Customer Service Representative
• Entry Level – Call Center Administrative Assistant, Manager Trainee Call Center, Jr Call Center Analyst, Call Center Intern, Call Center Training Specialist, Jr Call Center Operator

Here’s a longer list of job  titles for call centers  by each row of the pyramid with little more texture on each:

Job Titles for Call Center Leaders

Below are the top titles I found candidates and employers using for contact center leaders.

• Chief Customer Officer (Walmart)
• Head of Call Center (NUMA)
• Chief Contact Center Officer (Federal Credit Union)
• Chief Support Officer (United Way)

VP of Call Center Titles

There are a variety of titles at the VP level for call center job titles. Here are the top titles I found candidates and employers using for Call Center Vice President:

• Vice President of Call Center Operations (Comcast)
• VP Call Center Operations (Duke Energy)
• Contact Center Vice President (Bank of America)
• Call Center VP (KeyBank)
• Executive Director Call Center (Advocate Health Care)
• Vice President Contact Center (MGM International)

Director of Call Center Titles

Here are the most used call center director titles:

• Call Center Team Leader (Southwest Airlines)
• Call Center Team Lead (CBS Interactive)
• Call Center Lead (Orangetheory Fitness)
• Contact Center Team Leader (Garmin)
• Contact Centre Team Leader (Emirates)
• Director Call Center Operations (Walmart)
• Director of Call Center Operations (Saks Incorporated)
• Director of Call Center Services (Citi)
• Virtual Call Center Lead (Comcast)

Call Center Manager Titles

Here are the top Call Center Manager job titles I found candidates and employers using:

• Call Center Supervisor (Conduent)
• Call Center Manager (PEAK6)
• Call Center Operations Manager (Kaiser Permanente)
• Contact Center Manager (Amazon)
• Call Center Quality Assurance Manager (AT&T)
• Contact Center Supervisor (Global Payments, Inc.)
• Call Center System Administrator (Boeing)
• Call Center Administrator (realtor.com)
• Contact Center Operations Manager (Safelife Solutions)
• Manager Contact Center (UnitedHealth Group)
• Global Response Center Manager (HPE)
• Global Contact Center Operations Manager (Facebook)

Individual Contributor Call Center Titles

When you get to the individual contributor level of call center roles, there is more granularity. Here are the top 20 titles I found candidates and employers using:

• Chat Agent (H&M)
• CSR (Netflix)
• Call Center Representative (Comcast)
• Remote Chat Agent (Bed, Bath & Beyond)
• Customer Care Representative (United Airlines)
• Call Center CSR (CIBC)
• Call Center Rep (AT&T)
• Customer Service Agent (Equinix)
• Call Center Customer Service Representative (Steward Healthcare)
• Call Center Trainer (Maximus)
• Live Chat Agent (Percepta)
• Call Center Agent (HCA Healthcare)
• Call Center Quality Analyst (ADP)
• Customer Care Agent (HelloFresh)
• Call Center Specialist (MassMutual)
• Outbound Call Center Agent (Capital One)
• Escalations Specialist (home Depot)
• Online Chat Agent (GoDaddy)
• Virtual Customer Service Agent (Amazon)
• Contact Center Engineer (Amerisource Bergen)

Entry Level Call Center Job Titles

Here are the top entry level call center titles I found candidates and employers using:

• Call Center Administrative Assistant (Planned Parenthood)
• Manager Trainee Call Center (Aflac)
• Entry Level Call Center Claims Representative (MetLife)
• Jr Call Center Analyst (Freedom Mortgage)
• Call Center Intern (Ariat International)
• Call Center Training Specialist (Walt Disney World)
• Junior Call Center Agent (iQor)
• Jr Call Center Operator (Alder Tech)
• Entry Level Contact Center Agent (Walmart)

Top 20 Call Center Job Titles (Candidates)

Below is a list of the top 20 call center job titles based on Google queries we found on ahrefs . 

Chat Agent is the top searched-for jobs in inbound call center by candidates, while CSR is the top searched by employers. What is a chat agent? A chat agent communicates through live chat or email to troubleshoot, solve issues, or answer customers’ questions.

Top 10 Call Center Job Titles with Descriptions (Employers)

Below are the top 10 call center job titles employers request on Google, according to ahrefs .

I’ve included a brief call center position description for each and the # of job title searches per month by employers.

A CSR or Customer Service Representative works in a call center or customer service department of a business. So, if you own a multivendor eCommerce platform , for example, you definitely need a CSR.

CSR job duties include:

• resolving customer complaints
• answering client questions
• taking and fulfilling phone or online customer orders

# of job title searches per month: 500;  Call Center CSR: 150

Call Center Representative

A Call Center Representative maintains customer databases, fields customer calls, and resolves problems. Other tasks of a Call Center Representative include:

• Troubleshooting for clients
• Adding product features for customers
• Finding solutions for clients

# of job title searches per month: 200;  Customer Care Representative: 150; Call Center Rep: 80; Customer Service Agent: 80

Chief Customer Officer

A Chief Customer Officer leads the customer service team in an organization. A Chief Customer Officer creates systems to improve customer service at call centers and the customer’s experience. A Chief Customer Officer also develops employee training programs related to optimal customer experience. The Chief Customer Officer works with the senior management team to solve customer problems and create long-term customer retention plans.

# of job title searches per month: 100

Call Center Team Leader

A Call Center Team Leader manages a team of call center employees at many levels. A Call Center Team Leader:

• tracks progress for issue resolution
• supports employee performance training
• partners with upper-level management on call center goals

# of job title searches per month: 100;  Call Center Team Lead: 80, Call Center Director: 60

Call Center Manager

A Call Center Manager leads a staff of call center support agents. A Call Center Manager is responsible for managing the day to day operations of a call center and improving call center processes. A Call Center Manager also recruits and trains new employees and tracks their productivity. Managing call center budgets is also a task of a Call Center Manager.

# of job title searches per month: 90

Call Center Trainer

A Call Center Trainer guides call center staff through training to improve performance. The main tasks of a Call Center Trainer are:

• creating and updating training materials
• preparing call center employees to create satisfied customers
• keeping records of training sessions and employee information

# of job title searches per month: 60

Call Center Quality Analyst

A Call Center Quality Analyst observes call center employee phone calls, emails, chats, and social media messages to measure performance standards. A Call Center Quality Analyst creates and carries out quality monitoring assessments and provides feedback to managers for improvement. This role also recommends quality improvement programs from call centers.

# of job title searches per month: 40

Telephone Sales Representative

A Telephone Sales Representative interacts with customers by phone. Telephone sales representatives’ duties include selling products, recording customer responses, creating customer accounts, and recommending add-ons for orders. A Telephone Sales Representative often uses a script when talking to customers.

# of job title searches per month: 20

Web Chat Agent

A Web Chat Agent works in an office or in a virtual environment from a home office.  A Web Chat Agent:

• communicates with customers using live chat or other channels
• troubleshoot customer issues
• answers questions for customers about products or orders

# of job title searches per month: 10

Call Center Recruiter

A Call Center Recruiter hires call center representatives, sometimes in high volumes. A Call Center Recruiter:

• creates and posts on job boards for call center positions
• screens potential contact center employees
• review and updates candidate information in ATSs

Funny Call Center Job Titles

Below are 4 funny and creative call center job titles we’ve found.

• Chief Chatter  (Call Center Manager)
• Geek Squad Agent  (Customer Service Agent)…Best Buy uses Geek Squad Agents to repair and upsell clients
• Genius  (Customer Service Person)…Apple uses it at Apple Store
• Happiness Hero  (Customer Service Representative)…Buffer

Want more funny job titles? Check out our  100+ Creative & Funny Job Titles [by Department & Position]

Call Center Job Titles Sources

A special thanks to these experts on these call center positions:

• What’s the difference between a call center and customer service?  (by Phykon.com)
• Chat Agent Job Description  (by JobHero)
• Contact Center vs. Call Center: 6 Key Differences and Why it Matters  (by Judith Akino)
• Call Center vs. Contact Center: What’s the Difference?  (by Al Cook)
• Call Center vs Call Centre (by Wikipedia)
• What Does a Customer Service Representative Do?  (by Dawn Rosenberg McKay)
• How to Become the Chief Customer Officer (CCO)  (by Swetha Amarasen)
• What Exactly Does a Customer Service Rep Do?  by Swetha Amarasen)
• 6 Skills You Need to Become a Call Center Representative  (by Peter Jones)
• 7 Things Great Call Center Managers Do Every Day  (by Daniela Puzzo)
• Call Center Team Leader Skills: Everything You Need To Know  (by Playvox)
• Job Description for a Phone Sales Representative  (by Shailynn Crow)

Why I wrote this?

My team and I share this research on call center job titles to help you optimize your own titles. This supports our mission to transform job descriptions. Check out our website to see how Text Analyzer transforms and removes bias from your job titles and job descriptions.

January 29, 2021 by Heather Barbour in Job Titles

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Call Center Representative job description

A Call Center Representative takes inbound and makes outbound calls with customers. Their duties include responding to questions and concerns about products or services their company offers.

This Call Center Representative   job description template is optimized for posting in online job boards or careers pages and easy to customize for your company. Similar job titles include Contact Representative.

Call Center Representative responsibilities include:

• Managing large amounts of inbound and outbound calls in a timely manner
• Following call center “scripts” when handling different topics
• Identifying customers’ needs, clarify information, research every issue and providing solutions 

Want to generate a unique job description?

Looking for a job.

We are looking for a Call Center Representative that will be the liaison between our company and its current and potential customers. The successful candidate will be able to accept ownership for effectively solving  customer issues , complaints and inquiries; keeping customer satisfaction at the core of every decision and behavior.

Responsibilities

• Manage large amounts of inbound and outbound calls in a timely manner
• Follow communication “scripts” when handling different topics
• Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives
• Seize opportunities to upsell products when they arise
• Build sustainable relationships and engage customers by taking the extra mile
• Keep records of all conversations in our call center database in a comprehensible way
• Frequently attend educational seminars to improve knowledge and performance level
• Meet personal/team qualitative and quantitative targets

Requirements and skills

• Previous experience in a customer support role
• Track record of over-achieving quota
• Strong phone and verbal communication skills along with active listening
• Familiarity with CRM systems and practices
• Customer focus and adaptability to different personality types
• Ability to multi-task, set priorities and manage time effectively
• High school degree

Post this Call Center Representative job to over 200 job boards at once.

Frequently asked questions, related job descriptions.

• Call Center Supervisor job description
• Call Center Manager job description
• Customer Support Specialist job description
• Duty Manager job description

Related Interview Questions

• Call Center Representative interview questions and answers
• Call Center Manager interview questions and answers
• Customer Care Representative interview questions and answers

Related Topics

• How we’ve scaled our customer support team
• How to assess customer service representatives

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45 Crucial Call Center Statistics [2023]: Metrics, Performance KPIs, And Industry Data

• Startup Statistics
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• Customer Loyalty Statistics
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• Cart Abandonment Rate Statistics
• Ridesharing Statistics
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Research Summary. It’s basically a central human experience to worry about calling up a company’s call center to fix a problem or ask a question. That’s why the businesses that can provide an organized and effortless customer service experience through their call centers end up beating out their competition. Here are the key call center statistics:

40% of American customers stopped doing business with a company after a poor customer service experience according to one study.

96% of customers say that customer service is an essential factor that affects their choices.

A customer is 4X more likely to buy from a competitor if they have a problem with something service-related as opposed to an issue with the price or product.

Customers are likely to spend 140% more after a positive experience rather than a negative one.

The United States accounts for 29.5% of the global call center market as of 2020.

The U.S. call center market size is $23.9 billion as of 2022.

36% of call centers use cloud technology.

Cloud-based call centers report having 27% less downtime.

Cloud-based call centers with 500-seats report saving an average of 43%.

General Call Center Statistics

The global contact center market size is worth $339.40 billion.

59% of businesses survey customers to get feedback as of 2020.

U.S. companies lose over $62 billion in annual revenue due to poor customer service.

Customer Opinions on Call Centers Statistics

In 2021, over 65% of all customers said they had much higher customer service expectations than they did only a year ago.

77% of customers view a business more positively if they’re proactive with customer service.

88% of customers prefer voice calls with a live agent instead of navigating an automated phone menu.

According to a 2017 survey, 27% of customers say that their #1 frustration with poor customer service is lack of effectiveness.

90% of customers worldwide consider issue resolution as their top customer service concern.

78% of customers feel that they have a better experience if a customer service agent doesn’t sound like they’re reading from a script, as of 2018.

Company Opinions on Call Centers Statistics

48% of service teams ranked ‘creating an excellent customer service as their top priority.

67% of companies have shown tremendous growth by collecting customer feedback.

29% of all businesses have installed live chat software.

42% of businesses have incorporated a help desk system to improve their customer’s experience.

Call Center Statistics by Industry

The finance industry has the highest rate of call centers at 26% globally

The government and public services industry has the lowest rate of call centers at 4% globally

The industry with the #1 worst customer service in the U.S. is government offices at 39%

61% of B2B companies have a live chat feature

Call Centers Trends and Projections

36% of call centers use cloud technology as of 2020.

66% of call center businesses are looking to invest in advanced analytics to provide better customer service as of 2020.

According to a 2021 study, AI and other new technologies will handle 70% of customer interactions by 2022.

The global call center AI market is anticipated to have a Compound Annual Growth Rate of 26.3% over the next decade.

The call center market is expected to grow at the rate of 6.6% over the next five years.

Call Center Statistics FAQ

What are typical call center metrics?

The typical metrics that call centers use to track their productivity and performance are:

Average call abandonment rate

Average speed of answer

Occupancy rates

Percentage of calls blocked

First call resolutions

What is the average call center turnover rate?

The average call center turnover rate averages between 30% to 45%. This turnover rate is considered very high, however, it’s still lower than the current national average of 57.3%.

What is a good answer rate for a call center?

Are call centers stressful?

Yes, call centers are notoriously stressful. There are a number of valid reasons why call centers are stressful, like:

Dealing with angry customers

Having repetitive daily tasks

Heavy workloads

Strict time limits

Low work incentives

Lots of tools and technology to learn

What is the job outlook for call center jobs?

The job outlook for employment with call center, or customer service representative jobs, is projected to decline from 2021 to 2031, according to the BLS. Despite declining employment, there is about a projective average each year of 389,400 openings for customer service representatives.

Having the luxury of reaching out to a call center is something that many of us take for granted. However, there’s a billion-dollar market behind call centers, and companies are constantly looking for new ways to improve their operations and enhance customer experience.

The United States accounts for 29.5% of the global call center market as of 2020 and has a market size of $23.9 billion as of 2022. Having a strong call center and customer service team is crucial for a business’s success .

In the United States alone, 40% of American consumers say that they’ve stopped doing business with a company after a poor customer service experience. Furthermore, a customer is likely to spend 140% more after a positive service experience.

While the notion of a call center has always been a bunch of workers answering phones in real-time to tend to customer needs, this image of the industry is rapidly changing. Today, 26% of call centers are using cloud technology, with reports of companies saving 43% on average.

Even 61% of B2B companies have a live chat feature. Additionally, one recent study determined that AI and other new technologies will be handling 70% of customer interactions by 2022. These updates in the cell center market are expected to improve the customer experience and reduce overall costs.

The call center industry is changing, but it’s likely that these developments will only bring more growth to the market.

Statistica.” • US customers who stopped doing business due to poor customer service 2020 | Statista. ” Accessed on February 17, 2022

Forbes. “ 50 Stats That Prove The Value Of Customer Experience ”. Accessed on February 17, 2022

Global News Wire. “ Global Call Centers Industry “, Accessed on February 17, 2022

Ibis World. “ Telemarketing & Call Centers in the US “. Accessed on February 17, 2022

Aberdeen. “ Five Reasons Why Contact Centers Move to the Cloud – Aberdeen Strategy & Research ”. Accessed on February 17, 2022

Wheelhouse. “ Cutting Call Center Costs with Cloud Based Solutions “. Accessed on February 17, 2022

Statistica. “ Size of the call center market worldwide in 2020 with a forecast for 2027 “. Accessed on February 17, 2022

HubSpot. “ The State of Customer Service in 2020 “. Accessed on February 17, 2022

ChatDesk. “ The True Cost of Poor Customer Service “. Accessed on February 17, 2022

Microsoft. “ 2017 STATE OF GLOBAL CUSTOMER SERVICE REPORT ”. Accessed on February 17, 2022

Netomi. “ The State of Customer Service 2021 “. Accessed on February 17, 2022

​​Cision. “ Nearly 90% of People Prefer Speaking to a Live Customer Service Agent on the Phone, Despite Efficiency of Phone Menus for Businesses “. Accessed on February 17, 2022

Statistica. “ From your experience, what has been the one most common cause of your customer service frustration? “. Accessed on February 17, 2022

KPMG. “ Global customer experience excellence report ”. Accessed on February 17, 2022

Software Advice. “ What Customers Think About Call Center Scripts: 2014 vs. 2018 “. Accessed on February 17, 2022

CCW. “ 2020 NOVEMBER MARKET STUDY FUTURE OF THE CONTACT CENTER: A FORECAST “. Accessed on February 17, 2022

Cision. “ Call Center AI Market Size to Reach USD 9,949.61 Million by 2030 at CAGR 26.3% – Valuates Reports “. Accessed on February 17, 2022

Statistica. “ Which industry segment does your company serve? “. Accessed on February 17, 2022

Forbes/Statistica.” https://blogs-images.forbes.com/niallmccarthy/files/2015/03/20150304_Customer_Service_Fo.jpg “. Accessed on February 17, 2022

99 Firms. “ Live Chat Statistics “. Accessed on February 17, 2022

Ring Central. “ Call Center Metrics and KPIs to Measure Performance and Productivity “. Accessed on February 17, 2022

Replicant. “ Call Center Turnover: How to Eliminate Employee Attrition Costs “. Accessed on February 17, 2022

Emplifi. “ 9 important contact center industry standards (and how to achieve them) “. Accessed on February 17, 2022

U.S. Bureau of Labor Statistics. “ Customer Service Representatives Occupational Outlook Handbook ” Accessed on February 23, 2023.

Call center jobs statistics

Zippia ’s research team connects data from disparate sources to break down statistics at the job and industry levels. Below you can dig deeper into the data regarding service workers or browse through Personal Care and Attendants jobs .

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Sky Ariella is a professional freelance writer, originally from New York. She has been featured on websites and online magazines covering topics in career, travel, and lifestyle. She received her BA in psychology from Hunter College.

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Contact center services: Examples + Tips

June 4, 2024   •   9 min read

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Let's delve into the latest trends and best practices in contact center services, offering insights from top industry examples and expert tips. 

What are contact center services

Top 7 examples of contact center services, benefits of contact center services, transform customer experiences with contact center services.

Contact center services encompass a variety of technology-driven customer-facing activities, facilitating interactions across various contact center channels . From addressing inquiries and support requests to driving sales and gathering feedback, contact center services play a pivotal role in fostering customer engagement within businesses.

Today, customer experience reigns supreme and with advancements in technology like AI and contact center automation , contact center services have evolved to offer greater efficiency, scalability and personalization, further cementing their importance in the business landscape.

However, ensuring the seamless operation of contact center services is a collective effort. While the customer service team oversees day-to-day operations, IT professionals manage the technical infrastructure and systems that support contact center operations . Marketing teams also come into play as they provide insights into customer preferences and behavior, with operations teams focusing on optimizing processes and customer service workflows to enhance efficiency and customer satisfaction.

Contact center to contact center as a service (CCaaS)

Traditionally, contact centers relied on onsite hardware and software tools, necessitating substantial upfront investments and IT support. However, as communication channels expanded beyond voice, technologies like interactive voice response (IVR) and customer relationship management (CRM) systems emerged, managing the growing complexity of customer interactions.

In the early 2000s, businesses started adopting cloud-based platforms that offered numerous advantages over traditional on-premises solutions. These cloud-based solutions provided businesses with greater flexibility, allowing them to quickly and easily adjust their capacity according to their business needs.

Today, CCaaS solutions are hugely popular and offer numerous advantages. They allow you to easily adjust your capacity according to your needs, pay only for the resources you utilize and eliminate the need for expensive hardware and IT support.

Contact center vs. call center

While "contact center" and "call center" are often used interchangeably, they have notable differences.

🔍Deep Dive:  Call Center Vs. Contact Center: What's the Difference in 2024?

According to customer service statistics , around 80% of American customers prefer a combination of speed, convenience, knowledgeable help, and friendly service to make their experience memorable. This highlights the importance of contact center services in ensuring positive customer experience. Let's discuss seven essential examples of contact center services widely used by businesses to engage with customers.

1. Voice calling

Contact centers leverage cloud telephony, powered by VoIP (Voice over Internet Protocol), to facilitate voice calls. This technology converts analog voice signals into data packets and transmits them over the internet, seamlessly connecting callers to their intended recipients.

Voice calling serves two primary use cases in contact centers: 

Inbound support: Inbound customer support addresses incoming inquiries, issues and customer requests via phone. Agents assist with product information, troubleshooting, order tracking and other support-related tasks to ensure prompt resolution and customer satisfaction .    

Outbound sales and telemarketing: Companies utilize voice calling for outbound sales and telemarketing initiatives, proactively reaching out to potential customers to promote products, services, or special offers. Agents engage with prospects, qualify leads and drive sales conversions through effective communication and persuasion techniques. 

Key features of voice calling in contact center services include: 

Predictive dialing: Auto dialers optimize outbound call efficiency by bulk-dialing numbers from contact lists, ensuring agents always have callers readily available.   

Call recordings: Stored for quality assurance, contact center compliance and training purposes.   

Call analytics: Advanced call analytics provide insights into key performance metrics such as contact rates, conversion rates and average hold time .   

Sentiment analysis: AI-powered sentiment analysis identifies gaps in products, services and agent conversations, enabling you to take corrective actions, reduce call volume and enhance customer experiences.

💼 What makes it indispensable: Despite the remarkable advancements in customer service , voice remains the predominant and preferred channel. When facing complex inquiries, articulating the issue verbally is often more efficient than typing it out. Phone conversations allow for a natural flow of dialogue, facilitating quicker resolution and smoother interactions. Moreover, individuals typically seek human interaction for reassurance and support during urgent or stressful situations.

Do you know: Businesses often face the challenge of dealing with a high volume of calls and queries daily. This can lead to agent burnout. So, companies rely on automatic call distribution systems to distribute calls equally among agents while intelligently routing calls to the agent with the right skills.     However, Sprinklr customers have an added advantage. They can route repeat calls to the same agent to ensure continuity and provide a seamless customer experience. Know more about call routing .

2. Short message service

SMS functionality is integral to contact center services as it enables you to communicate with customers via text messages, delivering personalized updates, alerts and promotional messages directly to their mobile devices. This direct and concise communication is ideal for providing time-sensitive information and engaging with customers on the go.

Key features:

Personalization: SMS functionality allows you to send tailored messages to individual customers, enhancing relevance and engagement. This level of personalization is a powerful tool, giving you the confidence to engage customers in a way that resonates with them.

Automation: Automate SMS updates for timely delivery of critical business information such as order confirmations and appointment reminders.

Tracking and analytics: It lets you monitor delivery rates and response rates to optimize SMS campaigns and achieve better results.

Integration: The best part of SMS functionality is its seamless integration within your contact center CRM system . This data-driven approach to customer engagement enhances your customer communication and reassures you about the ease of implementation, making it a win-win situation for your business.

💼 What makes it indispensable: SMS services facilitate faster actions and more accessible communication between businesses and customers, with unparalleled reach and effectiveness.

3. Omnichannel customer service

Omnichannel customer engagement is a strategy that seamlessly integrates multiple communication channels to provide a unified and consistent experience across all touchpoints. Unlike multichannel contact centers , which may operate in silos, omnichannel engagement aims to create a cohesive and interconnected customer journey, allowing your customers to transition between customer service channels effortlessly while maintaining continuity.  Key features:  

Social listening : It lets you monitor brand mentions and conversations proactively across social channels to address issues before they escalate.

Centralized inbox: Manage all social media interactions in a single, unified inbox for improved efficiency and seamless communication.

Intelligent routing: Automatically assigns messages to appropriate agents or teams based on the nature of inquiries, ensuring personalized and efficient responses.

Sentiment analysis: You can analyze customer sentiments to identify potential issues and tailor responses accordingly.

💼 What makes it indispensable: Omnichannel approach enhances convenience, accessibility and personalization, allowing you to meet individual needs effectively. Moreover, omnichannel engagement drives efficiency by providing agents with a unified view of customer data, leading to faster and more accurate responses.

Good to know: With modern AI-powered omnichannel routing software , you can effortlessly set up seamless routing logic for customer case management across all communication channels. This helps optimize your workforce's efficiency by eliminating the need for channel-specific configurations. You can easily monitor your support operations using a centralized contact center dashboard , which provides real-time insights into key metrics like CSAT, response time, backlog trend and more.

4. Technical support and helpdesk services

Technical support and helpdesk services specialize in assisting customers with technical issues, software troubleshooting and product-related inquiries. Knowledgeable agents provide step-by-step guidance, remote assistance and problem resolution to ensure smooth operation and optimal usage of products or services.  Key features:  

Ticketing system: Utilizes a ticketing system to track and prioritize customer inquiries, ensuring timely resolution.

Knowledge base: Provides customer self-service options through a comprehensive knowledge base containing troubleshooting guides, FAQs and tutorials.

Remote desktop support: Offers remote assistance to diagnose and resolve technical issues efficiently, minimizing downtime.

Escalation procedures: Implements escalation procedures to route complex issues to specialized support teams for resolution.

💼 What makes it Indispensable: Technical support and helpdesk software play a critical role in ensuring customer satisfaction and maintaining the functionality of products and services. By providing timely and effective technical assistance, you can minimize disruptions, enhance customer experiences and build customer loyalty .

💡 Pro Tip: When implementing helpdesk software, prioritize flexibility and customization by assessing your organization's current and future needs. Opt for a modular solution that allows tailoring workflows, ticketing systems and reporting functionalities. Leverage integrations and APIs to connect your helpdesk software with existing systems, future-proof your support operations and scale efficiently.

  5. Virtual assistant and self-service solutions

Virtual assistants and self-service solutions leverage AI-powered chatbots , IVR systems and online knowledge bases to provide customers with automated assistance and self-service options. These tools handle routine inquiries, FAQs and simple transactions, freeing up contact center agents to focus on more complex tasks and enhancing overall efficiency and customer satisfaction.

Chatbots: AI-powered chatbots provide instant responses to customer inquiries, delivering personalized assistance and guiding users through self-service options.

Interactive voice response (IVR): IVR systems automate call routing and provide self-service options through voice prompts, allowing customers to access information and perform tasks without agent assistance.

Transactional support: This empowers customers to perform transactions such as account management, bill payments and order tracking through self-service portals and automated systems.

💼 What makes it indispensable: Virtual agents and self-service solutions enhance customer convenience and accessibility by providing instant access to information and support resources. By automating routine tasks and inquiries, you can significantly boost customer response times , improve efficiency and deliver seamless customer experiences across channels.

6. Conversational IVR

Conversational IVR systems leverage natural language processing (NLP) and AI to provide more intuitive and personalized customer interactions over the phone. Instead of navigating through complex menu options, customers can speak naturally and describe their issues, allowing the system to understand and route their call to the appropriate department or provide relevant information.

Natural language understanding (NLU): Advanced NLU technology interprets and understands customer queries, enabling more accurate and efficient call routing.

Contextual awareness: Maintains context throughout the conversation to anticipate customer needs and provide relevant information or assistance.

Personalization: Customizes IVR interactions based on customer profiles and previous interactions to deliver personalized and tailored experiences.

Seamless integration: Integrates IVR systems with other contact center technologies and CRM systems to streamline call routing and provide agents with relevant customer information.

💼 What makes it indispensable: Conversational IVR significantly reduces average handle times , improves first-contact resolution and enhances overall customer satisfaction.

7. Social customer service

Social media customer service is a crucial component of modern contact center operations, allowing you to engage with customers across various social media platforms. From Facebook and Twitter to Instagram and LinkedIn, you can actively monitor, respond to and manage customer inquiries, comments and messages to ensure a seamless and personalized experience.

Key features:   

Centralized inbox: This feature manages all social media interactions in a single, unified inbox, allowing agents to view, respond to, and track customer inquiries and comments efficiently.

Intelligent routing: Automatically routes social media messages to appropriate agents or teams based on keywords, topics or customer preferences, ensuring prompt and accurate responses.

Analytics and reporting: Utilizes social media analytics tools to track social media engagement metrics, monitor response times and measure customer satisfaction, enabling data-driven insights and performance improvements.

💼 What makes it indispensable: With social media's increasing prevalence in daily life, customers expect timely and personalized responses to their inquiries and feedback. By incorporating social media service into your customer service strategy , you can enhance brand visibility, build customer trust and foster long-term relationships, ultimately driving customer satisfaction and loyalty.

Good to know: Whether your customers prefer to engage on Facebook Messenger, Twitter DMs or Instagram comments, Sprinklr's social customer service software ensures you can meet them wherever they are. It brings conversations across multiple channels in a single view to ensure effortless responses, agent efficiency and accuracy.

Moreover, the flexible SDKs and APIs empower you to seamlessly add new channels, including proprietary applications unique to your business. You can scale up channels within minutes to meet the rapid demands of your growing customer base.

See How Sprinklr Social Media Customer Service Software Works!

Contact center services offer various benefits to businesses, which are as follows:  

Enhanced customer experience : Contact center services help you offer seamless omnichannel customer experiences , allowing customers to interact with your brand via their preferred channels – voice, email, chat, social media, you name it. This translates to happier customers, as they can easily reach you for support anytime, anywhere.

Increased efficiency: Contact center services optimize resource allocation, reduce average hold times and improve first-call resolution rates by leveraging advanced technologies and streamlined processes, leading to greater operational efficiency.

Cost savings: Contact center services help you lower operational costs by minimizing the need for physical infrastructure, automating routine tasks and maximizing agent productivity through tools like predictive dialers and AI-powered chatbots.

Enhanced scalability: Contact center services allow you to easily scale your operations to accommodate fluctuating call volumes, seasonal demands and business growth without compromising service quality.

Actionable insights: Contact center services deliver strategic data and analytics on customer interactions, empowering you consumer insights . This wealth of information can guide strategic decision-making and fuel continuous improvement.

Today, keeping customers happy is more important than ever. But let's face it, managing all those calls, messages and social media interactions can feel like juggling flaming torches while riding a unicycle.  

That's where Sprinklr Service comes in. Because it's not just about solving problems—it's about seizing opportunities.  

With Sprinklr, you can manage all your customer interactions under one roof, making it easy to stay on top of things and deliver top-notch service every time.  

However, don't take our word for it. Try it for yourself. The good part is that with a free trial, you can explore Sprinklr Service at your own pace. Ready to get started? 

Frequently Asked Questions

Contact center services seamlessly integrate with existing CRM systems through APIs and connectors, ensuring smooth data flow and synchronization between platforms for comprehensive customer insights and streamlined workflows.

Scaling your contact center as your business grows is made easy with flexible cloud-based solutions that allow you to add new agents, channels, and features on-demand, ensuring scalability without disruptions.

Yes, contact center services support customers in multiple languages by offering multilingual support through language-specific queues, routing, and multilingual agents or translation features.

Contact center services handle high call volumes by implementing advanced queuing algorithms, predictive dialers, and interactive voice response (IVR) systems to efficiently distribute and manage incoming calls, minimizing wait times and optimizing agent productivity.

Agents using contact center services receive comprehensive training and ongoing support, including onboarding sessions, product demonstrations, and access to knowledge bases, online resources, and dedicated support teams to ensure proficiency and success in handling customer interactions.

Related Topics

Article Authors

Binny Agarwal

Jayadeep Subhashis

Senior Content Specialist , Sprinklr

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The state of AI in early 2024: Gen AI adoption spikes and starts to generate value

If 2023 was the year the world discovered generative AI (gen AI) , 2024 is the year organizations truly began using—and deriving business value from—this new technology. In the latest McKinsey Global Survey  on AI, 65 percent of respondents report that their organizations are regularly using gen AI, nearly double the percentage from our previous survey just ten months ago. Respondents’ expectations for gen AI’s impact remain as high as they were last year , with three-quarters predicting that gen AI will lead to significant or disruptive change in their industries in the years ahead.

About the authors

This article is a collaborative effort by Alex Singla , Alexander Sukharevsky , Lareina Yee , and Michael Chui , with Bryce Hall , representing views from QuantumBlack, AI by McKinsey, and McKinsey Digital.

Organizations are already seeing material benefits from gen AI use, reporting both cost decreases and revenue jumps in the business units deploying the technology. The survey also provides insights into the kinds of risks presented by gen AI—most notably, inaccuracy—as well as the emerging practices of top performers to mitigate those challenges and capture value.

AI adoption surges

Interest in generative AI has also brightened the spotlight on a broader set of AI capabilities. For the past six years, AI adoption by respondents’ organizations has hovered at about 50 percent. This year, the survey finds that adoption has jumped to 72 percent (Exhibit 1). And the interest is truly global in scope. Our 2023 survey found that AI adoption did not reach 66 percent in any region; however, this year more than two-thirds of respondents in nearly every region say their organizations are using AI. 1 Organizations based in Central and South America are the exception, with 58 percent of respondents working for organizations based in Central and South America reporting AI adoption. Looking by industry, the biggest increase in adoption can be found in professional services. 2 Includes respondents working for organizations focused on human resources, legal services, management consulting, market research, R&D, tax preparation, and training.

Also, responses suggest that companies are now using AI in more parts of the business. Half of respondents say their organizations have adopted AI in two or more business functions, up from less than a third of respondents in 2023 (Exhibit 2).

Gen AI adoption is most common in the functions where it can create the most value

Most respondents now report that their organizations—and they as individuals—are using gen AI. Sixty-five percent of respondents say their organizations are regularly using gen AI in at least one business function, up from one-third last year. The average organization using gen AI is doing so in two functions, most often in marketing and sales and in product and service development—two functions in which previous research  determined that gen AI adoption could generate the most value 3 “ The economic potential of generative AI: The next productivity frontier ,” McKinsey, June 14, 2023. —as well as in IT (Exhibit 3). The biggest increase from 2023 is found in marketing and sales, where reported adoption has more than doubled. Yet across functions, only two use cases, both within marketing and sales, are reported by 15 percent or more of respondents.

Gen AI also is weaving its way into respondents’ personal lives. Compared with 2023, respondents are much more likely to be using gen AI at work and even more likely to be using gen AI both at work and in their personal lives (Exhibit 4). The survey finds upticks in gen AI use across all regions, with the largest increases in Asia–Pacific and Greater China. Respondents at the highest seniority levels, meanwhile, show larger jumps in the use of gen Al tools for work and outside of work compared with their midlevel-management peers. Looking at specific industries, respondents working in energy and materials and in professional services report the largest increase in gen AI use.

Investments in gen AI and analytical AI are beginning to create value

The latest survey also shows how different industries are budgeting for gen AI. Responses suggest that, in many industries, organizations are about equally as likely to be investing more than 5 percent of their digital budgets in gen AI as they are in nongenerative, analytical-AI solutions (Exhibit 5). Yet in most industries, larger shares of respondents report that their organizations spend more than 20 percent on analytical AI than on gen AI. Looking ahead, most respondents—67 percent—expect their organizations to invest more in AI over the next three years.

Where are those investments paying off? For the first time, our latest survey explored the value created by gen AI use by business function. The function in which the largest share of respondents report seeing cost decreases is human resources. Respondents most commonly report meaningful revenue increases (of more than 5 percent) in supply chain and inventory management (Exhibit 6). For analytical AI, respondents most often report seeing cost benefits in service operations—in line with what we found last year —as well as meaningful revenue increases from AI use in marketing and sales.

Inaccuracy: The most recognized and experienced risk of gen AI use

As businesses begin to see the benefits of gen AI, they’re also recognizing the diverse risks associated with the technology. These can range from data management risks such as data privacy, bias, or intellectual property (IP) infringement to model management risks, which tend to focus on inaccurate output or lack of explainability. A third big risk category is security and incorrect use.

Respondents to the latest survey are more likely than they were last year to say their organizations consider inaccuracy and IP infringement to be relevant to their use of gen AI, and about half continue to view cybersecurity as a risk (Exhibit 7).

Conversely, respondents are less likely than they were last year to say their organizations consider workforce and labor displacement to be relevant risks and are not increasing efforts to mitigate them.

In fact, inaccuracy— which can affect use cases across the gen AI value chain , ranging from customer journeys and summarization to coding and creative content—is the only risk that respondents are significantly more likely than last year to say their organizations are actively working to mitigate.

Some organizations have already experienced negative consequences from the use of gen AI, with 44 percent of respondents saying their organizations have experienced at least one consequence (Exhibit 8). Respondents most often report inaccuracy as a risk that has affected their organizations, followed by cybersecurity and explainability.

Our previous research has found that there are several elements of governance that can help in scaling gen AI use responsibly, yet few respondents report having these risk-related practices in place. 4 “ Implementing generative AI with speed and safety ,” McKinsey Quarterly , March 13, 2024. For example, just 18 percent say their organizations have an enterprise-wide council or board with the authority to make decisions involving responsible AI governance, and only one-third say gen AI risk awareness and risk mitigation controls are required skill sets for technical talent.

Bringing gen AI capabilities to bear

The latest survey also sought to understand how, and how quickly, organizations are deploying these new gen AI tools. We have found three archetypes for implementing gen AI solutions : takers use off-the-shelf, publicly available solutions; shapers customize those tools with proprietary data and systems; and makers develop their own foundation models from scratch. 5 “ Technology’s generational moment with generative AI: A CIO and CTO guide ,” McKinsey, July 11, 2023. Across most industries, the survey results suggest that organizations are finding off-the-shelf offerings applicable to their business needs—though many are pursuing opportunities to customize models or even develop their own (Exhibit 9). About half of reported gen AI uses within respondents’ business functions are utilizing off-the-shelf, publicly available models or tools, with little or no customization. Respondents in energy and materials, technology, and media and telecommunications are more likely to report significant customization or tuning of publicly available models or developing their own proprietary models to address specific business needs.

Respondents most often report that their organizations required one to four months from the start of a project to put gen AI into production, though the time it takes varies by business function (Exhibit 10). It also depends upon the approach for acquiring those capabilities. Not surprisingly, reported uses of highly customized or proprietary models are 1.5 times more likely than off-the-shelf, publicly available models to take five months or more to implement.

Gen AI high performers are excelling despite facing challenges

Gen AI is a new technology, and organizations are still early in the journey of pursuing its opportunities and scaling it across functions. So it’s little surprise that only a small subset of respondents (46 out of 876) report that a meaningful share of their organizations’ EBIT can be attributed to their deployment of gen AI. Still, these gen AI leaders are worth examining closely. These, after all, are the early movers, who already attribute more than 10 percent of their organizations’ EBIT to their use of gen AI. Forty-two percent of these high performers say more than 20 percent of their EBIT is attributable to their use of nongenerative, analytical AI, and they span industries and regions—though most are at organizations with less than $1 billion in annual revenue. The AI-related practices at these organizations can offer guidance to those looking to create value from gen AI adoption at their own organizations.

To start, gen AI high performers are using gen AI in more business functions—an average of three functions, while others average two. They, like other organizations, are most likely to use gen AI in marketing and sales and product or service development, but they’re much more likely than others to use gen AI solutions in risk, legal, and compliance; in strategy and corporate finance; and in supply chain and inventory management. They’re more than three times as likely as others to be using gen AI in activities ranging from processing of accounting documents and risk assessment to R&D testing and pricing and promotions. While, overall, about half of reported gen AI applications within business functions are utilizing publicly available models or tools, gen AI high performers are less likely to use those off-the-shelf options than to either implement significantly customized versions of those tools or to develop their own proprietary foundation models.

What else are these high performers doing differently? For one thing, they are paying more attention to gen-AI-related risks. Perhaps because they are further along on their journeys, they are more likely than others to say their organizations have experienced every negative consequence from gen AI we asked about, from cybersecurity and personal privacy to explainability and IP infringement. Given that, they are more likely than others to report that their organizations consider those risks, as well as regulatory compliance, environmental impacts, and political stability, to be relevant to their gen AI use, and they say they take steps to mitigate more risks than others do.

Gen AI high performers are also much more likely to say their organizations follow a set of risk-related best practices (Exhibit 11). For example, they are nearly twice as likely as others to involve the legal function and embed risk reviews early on in the development of gen AI solutions—that is, to “ shift left .” They’re also much more likely than others to employ a wide range of other best practices, from strategy-related practices to those related to scaling.

In addition to experiencing the risks of gen AI adoption, high performers have encountered other challenges that can serve as warnings to others (Exhibit 12). Seventy percent say they have experienced difficulties with data, including defining processes for data governance, developing the ability to quickly integrate data into AI models, and an insufficient amount of training data, highlighting the essential role that data play in capturing value. High performers are also more likely than others to report experiencing challenges with their operating models, such as implementing agile ways of working and effective sprint performance management.

About the research

The online survey was in the field from February 22 to March 5, 2024, and garnered responses from 1,363 participants representing the full range of regions, industries, company sizes, functional specialties, and tenures. Of those respondents, 981 said their organizations had adopted AI in at least one business function, and 878 said their organizations were regularly using gen AI in at least one function. To adjust for differences in response rates, the data are weighted by the contribution of each respondent’s nation to global GDP.

Alex Singla and Alexander Sukharevsky  are global coleaders of QuantumBlack, AI by McKinsey, and senior partners in McKinsey’s Chicago and London offices, respectively; Lareina Yee  is a senior partner in the Bay Area office, where Michael Chui , a McKinsey Global Institute partner, is a partner; and Bryce Hall  is an associate partner in the Washington, DC, office.

They wish to thank Kaitlin Noe, Larry Kanter, Mallika Jhamb, and Shinjini Srivastava for their contributions to this work.

This article was edited by Heather Hanselman, a senior editor in McKinsey’s Atlanta office.

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Computational Research Lab Mgr

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• Opening on: Jun 7 2024
• Job Type: Officer of Administration
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Position Summary

Columbia University's Department of Systems Biology is seeking a highly motivated genomics and computer science expert to join the Rabadan lab.  The incumbent will take part in a cutting-edge project on untangling the molecular biology of cancer.  The overarching approach is to generate and analyze deep whole exome and whole genome from public and private data sets and develop visualization tools for these data. The incumbent will also develop and maintain a software pipeline for the analyses of genomic sequencing data.  The job would require the candidate’s active participation in the design and implementation of these pipelines as well as interaction with collaborators in applying the pipelines toward achieving the goals of specific sequencing projects.  The person will work in a highly multidisciplinary and supportive environment and will work directly with members of the lab in meeting assigned objectives under the supervision of the Principal Investigator.

The incumbent will also oversee the research staff technician position within the Rabadan Lab, who will be coordinating research computational efforts, as well as oversee genomic data coordination for various working groups within the Program for Mathematical Genomics (PMG) group. The position will report to the Principal Investigator of the Rabadan Lab.

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• Design and implement bioinformatics pipelines, as well as maintain and operate existing in-house pipelines and tools. Including generating and analyzing deep whole exome and whole genome from both public and private data sets and developing visualization tools for these data. (30%)
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• Supervises data analyst staff duties and conduct quality assurance on project processes, activities, and tasks from the research staff technician; Review the genomic data coordination for various working groups within the Program for Mathematical Genomics (PMG) group. (15%)
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