It’s shaping up to be a transformative year for B2C sales and contact center leaders, as they navigate rapid technological advancements and shifting consumer expectations. While there’s no shortage of buzz about AI and automation in the marketplace, studies show that consumers still want the personal touch of human interactions. Many have higher expectations for the customer experience than ever — sales teams that deliver will be uniquely positioned to dominate the market in the coming year.
To help you succeed in 2025, we’ve compiled this list of statistics. We hope they prove useful in helping you plan for the exciting year ahead.
Sales AI and Automation Statistics
81% of contact center executives are investing in AI for agent-enabling technologies to enhance the agent experience and operational efficiency (source: Deloitte).
The rate of automation in agent interactions is projected to increase by 5x and reach approximately 10% by 2026 (source: Gartner).
AI agents are projected to reduce contact center labor costs by $80 billion in 2026 (source: Gartner).
Almost 95% of customer interactions will be processed through sentiment analysis tools by 2025 to understand customer emotions during interactions (source: Microsoft).
33% of contact centers currently use AI to score phone calls (source: Invoca).
61% of call center managers said having appropriate call analytics technology is the top factor that impacts their ability to provide more effective agent coaching (source: Invoca).
62% of contact center leaders said they can’t score enough calls to accurately evaluate agent performance (source: Invoca).
85% of contact center managers say they’re likely to implement a conversation analytics AI tool in the next year (source: Invoca).
Contact Center Experience Statistics
71% of consumers believe businesses should already know why they’re calling (source: Invoca).
76% of customers will stop doing business with a brand after a single bad experience (source: Invoca).
63% of consumers will pay more for a great experience (source: Invoca).
61% of call center leaders say call volumes have increased since the pandemic years of 2020 and 2021 despite the availability of self-service solutions for customers and AI-based tools like chatbots (source: McKinsey).
When callers aren’t transferred, 49% of people feel relieved, 37% feel their business is valued, 34% are more inclined to complete a purchase (source: Invoca).
When consumers are placed on hold, 5% hang up immediately, 28% hang up after 5 minutes or less, 26% give 6-10 minutes, and only 6% hold for 30 minutes or longer (source: Invoca).
Sales Team Coaching and Retention Statistics
Companies with dynamic sales coaching programs achieve 28% higher win rates (source: The Center for Sales Strategy).
65% of sales organizations have a dedicated sales coaching program in place (source: Qwilr).
Sales managers who spend at least 20% of their time coaching their teams see a 19% increase in sales (source: Qwilr).
96% of sales professionals report higher job satisfaction when they receive regular coaching (source: Qwilr).
Regular coaching sessions improve compliance adherence rates by 18% (source: Call Centre Helper).
60% of U.S. contact center agents report they’re “very likely” to leave their job in the next six months (source: Invoca).
62% of call center managers say improving agent job satisfaction can improve customer satisfaction scores (source: Invoca).
Engaged and satisfied contact center agents are 8.5x more likely to stay for longer than a year (source: Nextiva).
Only 31% of call center agents are coached on a weekly basis (source: Invoca).
Balance AI and the Human Touch with Invoca
To close more deals in 2025, sales and contact center leaders use revenue execution platforms like Invoca. Invoca uses AI to scale agent coaching, allowing you to give more targeted feedback to your team. The solution automatically scores 100% of agent phone calls — not just a small sample. This removes bias from the process and lets you quickly identify agents’ strengths and weaknesses. You can then coach them accordingly, helping them improve customer service and close more deals.
Invoca also offers features like PreSense, which uses the customer’s pre-call digital journey to route incoming calls to the best sales agent rather than transferring the caller multiple times. PreSense also gives contact center agents insights about the caller’s digital journey before the call begins so they can serve them better. Just imagine the difference between hearing “Hello, thank you for calling, before we get started can I have your name?” and “Hi James, I see you’re looking for motorcycle insurance. I’ll happily get you into the right policy.” This level of personalization can eliminate lengthy exchanges that irritate customers, waste valuable agent time, and drive up costs. It can also be the difference between a close and a lost opportunity.
Additional Reading
Want to learn more about how Invoca can help you improve your close rates 2025? Check out these resources:
Get expert tips on marketing, call tracking, and conversation intelligence AI delivered straight to your inbox every two weeks. Join thousands of marketing and contact center professionals and subscribe today!
Thank you for subscribing! Your inbox just got a lot more interesting.
Being asked to do more with less next year?
Join Invoca and the Aspen Group to learn actionable insights and real-world success stories on how to leverage call data for revenue growth—without increasing your budget.
