1、US Contact Center Verticals:FinanceSponsored By 2 US Contact Center Vertical Markets:Finance ContactBabel 2024 Please note that all information is believed correct at the time of publication,but ContactBabel does not accept responsibility for any action arising from errors or omissions within the re

2、port,links to external websites or other third-party content.LEARN MOREDeliver a seamless client experience.Talkdesk helps banks elevate CX through connected,intelligent,and secure interactions on their clients channel of choice.FINANCIAL SERVICES&INSURANCE|BANKING 4 CONTENTS Contents.4 List of Tabl

3、es.5 US Finance Contact Centers:Executive Summary&Outlook.7 Introduction.9 Market Sizing.10 Structure.10 Growth.15 The Use and Effect of Omnichannel.16 Inbound&Outbound Activity.17 Technology.19 Human Resources.22 Salaries.22 Agent Attrition.23 Agent Absence.24 Operational Benchmarking.25 Talk Time.

4、25 Call Duration.26 Speed to Answer.27 Customer Experience.28 About ContactBabel.32 5 LIST OF TABLES Figure 1:Finance contact centers and agent positions,2016-2023.10 Figure 2:Average Finance contact center size,2016-2023.11 Figure 3:Finance contact centers by size,2017-23.12 Figure 4:Finance agent

5、positions by size,2017-23.13 Figure 5:Finance contact center jobs by size,2017-23.14 Figure 6:Finance agent positions and contact center forecasts,2023-27.15 Figure 7:Contact center inbound interactions by channel,2016-2023-Finance.16 Figure 8:Finance-number and proportion of outbound agent position

6、s,2017-23.17 Figure 9:Outbound call types:Finance.18 Figure 10:Finance contact centers:use of technology,2023 vs industry average.19 Figure 11:Finance contact centers:use of technology,2023&2027.20 Figure 12:Average Finance agent salaries,2012-23.22 Figure 13:Average Finance annual agent attrition r