美國呼叫中心行業(yè)市場前景及投資研究報告-培訓課件外文版2024.5

INDUSTRIES

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MARKETSCallcentersintheU.S.CHAPTER

01IndustryoverviewGlobalcontactcentersatisfactionindexfrom2010to2022Globalcontactcentersatisfactionindex2010-2022PrivatesectorGovernment7876747270686664626020102011201220132014201520162017201820192020202120223Description:In2022,theglobalcontactcentersatisfactionindexfortheprivatesectorfelltoitslowestratingsince2019,whereasthegovernmentsatisfactionindexwasatitshighestsince2013.Regardlessofthis,governmentserviceshadonlyonepointhigherontheindexscorethantheprivatesectorinthesameyear.ReadmoreNote(s):Worldwide;2010to2022;1,500respondentsSource(s):CFIGroupNumberofcallcentersopenedorexpandedfrom2016to2022,byregionorcountryNumberofcallcentersopenedorexpandedbyregion2016-2022Numberofcallcenters2022202120201002019201820171502016050200250LatinAmericaUnitedStatesPhilippinesAfricaIndiaWesternEurope4Description:In2022,theUnitedStateswasthecountrywiththehighestnumberofcallcentersthatwereopenorexpandedinthisyear.ThemajorityofcountriesorregionsfeaturedinthissurveyincludingtheUnitedStatesdecreasedthenumberofcallcentersthatwerenewlyopenedorexpandedsince2020.ReadmoreNote(s):Worldwide;2016to2022Source(s):SiteSelectionGroupIndustryrevenueof"telephonecallcentres"intheU.S.from2012to2024(inbillionU.S.Dollars)Industryrevenueof"telephonecallcentres"intheU.S.2012-2024telemarketingbureausandothercontactcenterstelephoneansweringservices25201510502012201320142015201620172018*2019*2020*2021*2022*2023*2024*5Description:Thisstatisticshowstherevenueoftheindustry"telephonecallcenters"intheU.S.bysegmentfrom2012to2017,withaforecastto2024.ItisprojectedthattherevenueoftelephonecallcentersintheU.S.willamounttoapproximately21,8billionU.S.Dollarsby2024.ReadmoreNote(s):2012-2017;*Estimate-Thisalsoappliesforpastyearsasdataprovidedbystatisticalinstitutionsoftenisnotavailableformorerecentyears.TheindustryclassificationisbasedontheNaics2017-systemintheU.S..Theindustry[...]

ReadmoreSource(s):USCensusBureauStateswiththehighestwagesintelemarketingintheUnitedStatesin2022(inU.S.dollars)StateswiththehighestwagesintelemarketingintheU.S.2022MeanannualwageinU.S.dollars20,000

25,000

30,00005,00010,00015,00035,00040,00045,00050,00048,07055,000ConnecticutMinnesota45,530NewMexicoMassachusettsColorado42,53041,18040,1806Description:In2022,ConnecticutwasthestatewiththehighestwagesintelemarketingintheUnitedStateswithanannualmeanincomeofalmost50,000U.S.dollars.ReadmoreNote(s):UnitedStates;May2022Source(s):BureauofLaborStatisticsCHAPTER

02LeadingcompaniesRevenueofTataConsultancyServicesLimitedworldwidefrom2005/06to2022/23(intrillionIndianrupees)RevenueofTataConsultancyServicesLimitedworldwide2005-20232.52.01.51.02.251.921.641.571.461.231.181.090.950.820.630.490.50.00.370.30.280.230.192005/06

2006/07

2007/08

2008/09

2010/11

2011/12

2012/13

2013/14

2014/15

2015/16

2016/17

2017/18

2018/19

2019/20

2020/21

2021/22

2022/238Description:TherevenueofTataConsultancyServicesworldwideincreasedsteadilyduringthefinancialyears2005/06to2022/23.ForthefiscalyearendingMarch31,2023,TataConsultancyServicesLimitedgeneratedarevenueofapproximately2.25trillionIndianrupees(orroughly27billionU.S.dollars).ReadmoreNote(s):Worldwide;2005to2023;FiscalyearendsMarch31Source(s):TataConsultancyServicesRevenuedistributionofTataConsultancyServicesLimitedworldwidefrom2017/18to2022/23,byregionRevenuedistributionofTataConsultancyServicesworldwidebyregion2017-2022NorthAmericaIndiaAmericasMiddleEastandAfricaContinentalEuropeLatinAmericaUnitedKingdomEuropeAsiaPacificRestoftheworld120%100%80%60%40%20%0%2017/182018/192019/202020/212021/222022/239Description:Since2017,thegroupTataConsultancyServicesgeneratedmostofitsrevenueintheAmericasorsolelyinNorthAmerica.Theseregionsaccountedforoverhalfofthecompany'srevenueinthefiscalyearsbetween2017and2023.ContinentalEuropeandtheUnitedKingdomwerethesecondlargestmarketsforTataConsultancyServices,andgeneratedalmost30percentofitsrevenueinthefiscalyearendedMarch2023.

ReadmoreNote(s):Worldwide;2017to2023;FiscalyearendsMarch31Source(s):TataConsultancyServicesRevenueofGenpactworldwidefrom2006to2022(inmillionU.S.dollars)RevenueofGenpactworldwide2006-20224,5004,022.24,0003,709.43,709.383,520.53,5003,0002,5002,0001,5001,0005003,000.92,736.92,570.82,4612,279.42,1321,9021,600.41,25920101,12020091,041200882361302006200720112012201320142015201620172018201920202021202210Description:In2022,thenetrevenueofglobalprofessionalservicesfirmGenpactreachedapproximately3.7billionU.S.dollars.Thenetrevenuein2010and2020demonstratedagrowthofthreebillionU.S.dollarsin10years.In2021,thecompanygeneratedmorethanfourbillionU.S.dollarsinnetrevenue.ReadmoreNote(s):Worldwide;2006to2022Source(s):Genpact;PRNewswireRevenueofCitigroupfrom2011to2022(inbillionU.S.dollars)RevenueofCitigroup2011-20229077.6477.228070605040302010076.7276.3575.374.2974.372.4472.8571.970.869.5320112012201320142015201620172018201920202021202211Description:TherevenuesofCitigroupdecreasedoverallbetween2011and2022,albeitslightly,andwithregularfluctuations.In2022,Citigroupgeneratedaglobalrevenueofapproximately75.3billionU.S.dollars,upfrom71.9billionU.S.dollarstheyearbefore.Therevenuereportedin2022wasthehighestsince2015.ReadmoreNote(s):Worldwide;2011to2022;RevenuesnetofinterestexpenseSource(s):CitigroupRevenueofComcastCorporationfrom2006to2022(inbillionU.S.dollars)RevenueofComcastCorporation2006-2022140121.43116.39120100806040200108.94103.5694.5185.0380.7474.5168.7864.6662.5755.8437.95201035.77200934.42200831.06200725.14200620112012201320142015201620172018201920202021202212Description:Comcastgeneratedatotalrevenueof121.43billionU.S.dollarsin2022,upfrom116.4billionU.S.dollarsayearearlier,andcomparedwithanearlyfivebilliondollardecreaseinrevenuefrom2019to2020.Thecompany'srevenuehasdoubledinthelasttenyears.ReadmoreNote(s):UnitedStates;2006to2022Source(s):ComcastCHAPTER

03EmploymentNumberofjobscreatedinthecallcenterindustryintheUnitedStatesfrom2016to2022,byregionNumberofjobscreatedintheU.S.callcenterindustrybyregionU.S.2016-2022201620172018201920202021202235,00030,00025,00020,00015,00010,0005,0000SouthwestMidwestSoutheastNortheastMultiplelocationsWest14Description:Between2016and2022,thenumberofjobscreatedinthecallcenterindustryintheUnitedStatesfellsignificantly,withthebiggestdecreaseoccurringintheSoutheast.Here,jobscreatedfellfromalmost25,000in2016toalmost2,000in2022,adecreaseofapproximately23,000.ReadmoreNote(s):UnitedStates;2016to2022Source(s):SiteSelectionGroupNumberofcontactcenteremployeesintheUnitedStatesfrom2014to2022(inmillions)ContactcenteremployeesintheUnitedStates2014-2022Numberofemployeesinmillions1.5

2.00.00.51.02.52.512.63.03.52014201520162017201820192020202120222.712.772.872.922.832.792.8815Description:Between2014and2022,thenumberofemployeesworkinginthecontactcenterindustryintheUnitedStatesincreasedoverall,despitesomefluctuations.In2022,therewerealmost2.9millionpeopleworkingincontactcenters,anincreasewhencomparedtothepreviousyear.ReadmoreNote(s):UnitedStates;2014to2022Source(s):BureauofLaborStatisticsNumbersofemployeesworkingintelecommunicationsintheU.S.from2015to2022,byoccupationU.S.telecommunicationsindustry:employeesbyoccupation2015-2022Telecommunicationsequipmentinstallersandrepairers,exceptlineinstallersCustomerservicerepresentativesTelecommunicationslineinstallersandrepairersElectronicsengineers,exceptcomputerFirst-linesupervisors/managersofofficeandadministrativesupportworkersTelephoneoperators400,000350,000300,000250,000200,000150,000100,00050,000020152016201720182019202020212022Occupation16Description:In2022,theindustrywiththehighestamountoftelecommunicationworkerswasintelecommunicationsequipmentinstallersandrepairs,exceptlineinstallers,withapproximately105,000employees.ReadmoreNote(s):UnitedStates;2015to2022Source(s):BureauofLaborStatisticsStateswiththehighestemploymentintelemarketingintheUnitedStatesin2022StateswiththehighestemploymentintelemarketingintheU.S.2022Numberofemployees10,00005,00015,00020,00025,000TexasFlorida20,98012,910Ohio6,410CaliforniaNorthCarolina5,8204,58017Description:AmongthestateswiththehighestemploymentintelemarketingintheUnitedStates,Texaswastheleader,withapproximately21,000individualsemployedastelemarketersasofMay2022.Floridawassecondinthelistintermsoftelemarketingemployment,with13,000telemarketersworkinginthestate.ReadmoreNote(s):UnitedStates;2022Source(s):BureauofLaborStatisticsStateswiththehighestwagesintelemarketingintheUnitedStatesin2022(inU.S.dollars)StateswiththehighestwagesintelemarketingintheU.S.2022MeanannualwageinU.S.dollars20,000

25,000

30,00005,00010,00015,00035,00040,00045,00050,00048,07055,000ConnecticutMinnesota45,530NewMexicoMassachusettsColorado42,53041,18040,18018Description:In2022,ConnecticutwasthestatewiththehighestwagesintelemarketingintheUnitedStateswithanannualmeanincomeofalmost50,000U.S.dollars.ReadmoreNote(s):UnitedStates;May2022Source(s):BureauofLaborStatisticsNumberofcustomerservicerepresentativesworkinginfederal,localandstategovernmentagenciesintheUnitedStatesfrom2014to2022CustomerserviceemployeesatgovernmentagenciesinU.S.2014-202280,00068,25070,00060,00050,00040,00030,00020,00010,000066,96064,86064,98064,97063,81063,34060,74058,18020142015201620172018201920202021202219Description:In2022,therewereapproximately65,000peopleworkingincustomerservicepositionsatgovernmentagenciesintheUnitedStates.Thiswasaslightincreasecomparedtothepreviousyearbyroughly1,000employees.

ReadmoreNote(s):UnitedStates;2014to2022Source(s):BureauofLaborStatisticsAverageannualwageofcustomerservicerepresentativesworkinginfederal,localandstategovernmentagenciesintheUnitedStatesfrom2014to2022(inU.S.dollars)AnnualwageofcustomerserviceemployeesatU.S.governmentagencies2014-202250,00043,30045,00040,00035,00030,00025,00020,00015,00010,0005,00041,27040,62039,72038,57037,50037,01035,96035,930020142015201620172018201920202021202220Description:In2022,customerservicerepresentativesatgovernmentagenciesintheUnitedStatesearnedapproximately43,000U.S.dollarsperyear.Between2014and2022,thoseworkinginthispositionearnedroughly8,000U.S.dollarsmore.

ReadmoreNote(s):UnitedStates;2014to2022Source(s):BureauofLaborStatisticsCHAPTER

04OperationsChannelsconsumersusedtocontactbrandsintheUnitedStatesasofJune2022ChannelsconsumersusetocontactbrandsintheU.S.2022Shareofrespondents30%0%10%20%40%50%60%70%EmailWebsite/applicationchatSocialmedia64%47%36%Phonecall30%28%TextmessageNoneoftheabove8%22Description:Duringa2022surveycarriedoutintheUnitedStates,64percentofrespondentsstatedthatemailwasto-gochanneltocontactbrands.Socialmediarankedthird,namedby36percentofrespondents.

ReadmoreNote(s):UnitedStates;June2022;1,059respondentsSource(s):LatanaConsumersatisfactionwithchatbotcustomerserviceintheUnitedStatesasofJune2022U.S.consumersatisfactionwithchatbotcustomerservice202235%30%25%20%32%22%21%14%15%10%5%11%0%VeryhappyHappyNeutralNothappyNothappyatall23Description:Duringa2022surveycarriedoutamongconsumersfromtheUnitedStates,aquarterofrespondentsstatedtheywerehappyorveryhappytocommunicatewithanAIchatbotwhencontactingabusiness.However,43percentsaidtheywerenothappyornothappyatalltodoso.ReadmoreNote(s):UnitedStates;June2022;1,059respondentsSource(s):LatanaPreferredcommunicationchanneltocontactcustomersforprofessionalsintheUnitedStatesasofJanuary2022,byagegroupLeadingcustomercommunicationchannelsforprofessionalsintheU.S.2022EmailTextmessage/SMSPhonecallsFacebookInstagramTwitterLinkedInWhatsAppTikTokSlack/MicrosoftTeams45%40%35%30%25%20%15%10%5%0%GenZ(9-24)Millennsials(25-40)GenX(41-56)Boomers(57-75)SilentGen(79-93)24Description:AccordingtoastudyofU.S.usersconductedinJanuary2022,overfourin10respondentsagedbetween25and40yearsreportedusingemailstocontactcustomersofthebusinesstheyownedormanaged.Phonecallswerealesspopularmethodtocontactcustomersthanemailsandtextmessages,withonly18percentofGenZusersreportingengagingwiththeircustomersviathischannel.Additionally,socialvideoplatformTikTokwasindicatedby12percentofrespondentsintheGenZage[...]

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