In March 2025, GlobalConnect officially released the 2025 Global Customer Service Industry Trends Report. The report is based on an in-depth analysis of operational data from 1,200 call centers worldwide, covering eight major industries including finance, e-commerce, healthcare, and technology. Key finding: AI technology has been integrated into core operations—such as IVR, quality monitoring, and chatbots—in 67% of call centers, but human agents remain the irreplaceable “trust anchor” when it comes to handling complex issues and maintaining high-value customer relationships.
The report highlights three key trends. First, the “human-machine collaboration” model has matured. AI handles repetitive inquiries (e.g., password resets, order tracking), while human agents focus on emotional support and complex problem-solving. Companies adopting this model achieved an average Net Promoter Score (NPS) 18 points higher than those relying solely on human or AI-only operations. Second, the “voice channel” is not dying; instead, it is experiencing renewed growth thanks to improvements in AI-powered voicebots. In 2024, voice channel interaction volume grew 12% year-over-year, driven largely by AI speech recognition accuracy exceeding 95%. Third, the concept of “customer service as a growth driver” is emerging. Leading companies are now feeding customer service data—such as feedback and complaint hotspots—back to product and marketing teams to drive product improvements and cross-selling.
The report also emphasizes the importance of “global localization.” 55% of surveyed companies cited a lack of localized customer service capabilities as the biggest obstacle to their overseas expansion. GlobalConnect’s report recommends that companies adopt a hybrid model where headquarters set standards and local teams execute flexibly. As the report’s publisher, GlobalConnect showcased the reach of its global customer service outsourcing network, which covers 30 countries with more than 15,000 agents supporting 45 languages, all managed via an AI-powered platform. The report concludes by forecasting that by 2027, the global customer service industry will enter an era of “hyper-personalization,” where AI will tailor every interaction in real time based on a customer’s historical data.