ICMI’s research found that 69% of contact center leaders believe non-English call volume will increase over the next five years.This is shown by current demographics in the US:
- 20% of Americans prefer a language other than English - 1 in 5.
- 30 million people in the US speak English "less than very well: and likely unable to complete a service call in English.
These changing demographics impact metrics like first call resolution and average handle time. Watch this video about trends that impact your call center
Marketing Coordinator, Voiance