Contact centers are facing significant operational challenges as 73% of managers identify answering machines and AI assistants as the primary obstacles to outbound call efficiency. Additionally, 60% of respondents cite spam blocking, and 47% point to new call labeling requirements as major factors impacting their performance.
Data from the Skorozvon service, based on a survey of 1,268 operators and 50 managers, shows that 33% of contact centers experienced a decline in call efficiency in 2025. Despite these hurdles, call volumes increased by 16.5% over the year, with contact rates rising from 19.7% to 26.3% by the first quarter of 2026 as companies improved database quality.
AI adoption remains in early stages, with 10% of managers utilizing voice bots and 16% using speech analytics. While the Naumen agency estimates the outbound bot market is growing at 46% annually, adoption is hindered by costs and skepticism regarding quality. Currently, 80% of companies continue to prioritize voice channels for their operations.
The workforce is experiencing high turnover, with 47% of operators having less than a year of experience and 76% working remotely. Employees report significant emotional fatigue, with 53% citing client aggression as a major stressor. However, 42% of operators saw income growth over the past year, and 85% would recommend the profession to others.
