Call center services industry in the U.S. - statistics & facts
The call center has recently been showing signs of ceasing to exist in the not-too-distant future. The number of call centers opened or expanded from 2016 to 2023 in the United States fell from 223 to just 26. Many other nations and regions have been following the same path. The share of workers working onsite versus hybrid or remote in the United States has remained firmly on the side of those either working with a hybrid model or totally remote. This has signified a torrid few years for the call center, and it is still yet to be seen how much of an impact AI chatbots and online services will have on an already struggling industry.
