The 45 Most Important Advertising Statistics of 2022

ByGoran
April 29,2022

Advertising has evolved over hundreds of years to become a key driving force behind the modern economy, and the third decade of the 21st century will see the industry enter a new age of technological possibilities. Virtual and augmented reality will bloom as advertising gets a face-lift, with outdated approaches destined for the scrap heap. 

To paint a better picture of the current landscape and identify growing trends within the industry, we pored through an array of reputable advertising studies. We then used that information to compile this authoritative list of advertising facts and statistics.  

Interesting Advertising Statistics – Editor’s Choice

  • Social media advertising budgets are expected to grow 11.76% annually by 2026.
  • Acknowledgment is key: 77% of Twitter users appreciate a brand more when their tweet is responded to. It takes about 10 hours on average for businesses to respond to a tweet, even though customers want a response within four hours.
  • Average advertising costs for small business operations that use Google Ads as part of their online advertising strategy are between $9,000 and $10,000 per month.
  • Three-quarters of marketers fail to use behavioral data for online ad targeting.
  •  70%-80% of users ignore sponsored search results.
  • 84% of people expect brands to create content.

Amazing Advertising Facts

Did you know that the first-ever TV advertisement was for watchmaker Bulova, broadcast in July 1941? Or that the first radio commercial lasted for 15 minutes? Here are some more interesting advertising facts you can wow your friends with at your next cocktail party!

  • The most expensive advertising campaign of all time was created by Chanel. It cost $33 million, of which $3 million was paid to Nicole Kidman, who starred in the video.
  • As soon as chewing gum ads started showing people chewing two pieces of gum at once, sales doubled. 
  • In 1450, Johannes Gutenberg invented movable type printing. This led to the birth of a new era of advertising in the form of the handbill. The lithographic process was perfected in 1796, giving rise to the illustrated poster.
  • One of the more mind-blowing facts about advertising is that most watches displayed in advertisements are set to 10:10. Why? Because the watch’s hands frame the brand name and create a smiley face.
  • Advertisers often use a technique called “affective conditioning” where they take a product and place it next to other things consumers feel positive about. For example, detergent brands often associate themselves with babies, sunshine, and flowers, even though detergent doesn’t inherently have anything to do with them. Repeatedly displaying the brand alongside feel-good images makes people think more positively about the product.

Online Advertising Statistics

Online advertising is a booming industry with plenty of opportunities for businesses to grow and thrive. It has significantly grown over the past several decades and taken over the good old television. Here are some statistics that show how advertising has changed with time.

Google and Facebook hold the largest share of total US digital ad revenue, with 28.6% and 23.8% respectively.

(Statista)

Even though both companies’ market share is declining thanks to competition from companies like Amazon, Google and Facebook remain the two most dominant forces on the market. In 2021, the two companies boasted 28.6% (Google) and 23.8% (Facebook, including Instagram) digital ad revenue, accounting for more than 50% of all ad money in the US.

70%-80% of users ignore sponsored search results.

(Search Engine Land)

This shows the advantages of ranking organically instead of paying Google to pin your page to the top of search results. Not only do most users ignore sponsored search results but they’re also more likely to distrust the brand that’s advertising itself in that way.

(Forbes)

Trends over recent years have shown that well-crafted, compelling video content is among the most powerful online advertising tools. People remember videos for longer and share them more frequently than they do other media. That’s why creating unique video ads should be a key part of your marketing strategy.

About 81% of all online shopping carts are abandoned.

(SaleCycle)

Advertising fast facts indicate that customers are indeed hasty to abandon their online shopping carts. This is a big issue for online businesses since a total of 81% of users never return to finish shopping after they initially abandon their cart. To tackle this problem and reduce the number of abandoned baskets, you might want to look into some tried-and-true cart abandonment solutions.

(Status Labs)

While some people are loyal to certain brands, most potential customers prioritize the best products and the lowest prices over brands they know. This is one reason the market is more competitive than ever before and explains why quality internet advertising is vital to any business’s success.

The total number of users with ad blockers worldwide rose to 763.51 million in 2019.

(Statista)

Consumers don’t necessarily hate all advertisements: Most wish that they could just filter those they don’t want to see instead of blocking them all. The problem lies in intrusive, bad ads that ruin the user experience, which is why a smart approach to designing and implementing ads is becoming increasingly important.

There is a hacker attack every 39 seconds.

(Small Business Trends)

One of advertising’s least fun facts is that almost 50% of all small businesses have suffered a cyber breach in 2018. These companies usually have minimal security infrastructure and are easy prey for data sharks. Cyber attacks can be extremely destructive, which is why both large and small companies should do everything they can to protect themselves.

Small businesses earn an average of $3 in revenue for every $1.60 they spend on Google Ads.

(PowerTraffick)

When it comes to pay-per-click investment on internet ads, businesses usually make double what they spend on Google Ads. If your company’s return is significantly lower than this, maybe it’s time to make some tweaks. The average click-through rate on paid search ads using Google Ads is about 2%.

90% of consumers read online reviews before visiting a business.

(Bright Local)

Customer reviews also influence 67.3% of purchasing decisions. Interestingly, people trust them as much as personal recommendations, which makes them extremely important for all businesses, especially those oriented toward local customers.

Global digital ad spending is predicted to exceed $645 billion by 2024.

(Statista)

The total amount of money spent on digital ads has been rising over the years, even though the rate of increase has fallen slightly. Experts predict that over the next two years, this spending will increase by $121 billion. 

Three-quarters of marketers fail to use behavioral data for online ad targeting.

(Adweek)

Advertising facts suggest that marketers are slow to act on behavioral user data. This is because they mostly use older technologies to drive consumer segmentation. Marketers also believe that companies are still struggling to translate the collected behavioral data into better, more customized user experiences.

Small businesses that use Google Ads spend between $9,000 and $10,000 per month on PPC.

(WebFx)

Statistics about small and medium businesses show that the most competitive PPC keywords relate to the financial and legal industries, as well as insurance services. These types of businesses spend more than $1.2 billion per year on PPC advertising on Google.

84% of consumers expect brands to create content.

(Havas)

Research by Havas shows brand engagement is extremely important for consumers. People want content that engages them through storytelling, provides useful solutions, and creates entertaining experiences. Since a single moment of brand disappointment was shown to result in 47% of consumers giving up on a brand altogether, it’s critical that marketers create content that’ll resonate with their target audience.

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YouTube Advertising Statistics

Did you know that YouTube has over 2 billion monthly users? That’s more than a quarter of the world’s population! Every day, those users watch over 500 million hours of video content. Clearly, YouTube is an expanding platform with a lot of potential for businesses and advertisers. Below are some telling YouTube stats that show just how effective video advertising can be.

While people are spending less and less time in front of a TV, they’re watching more YouTube than ever before.

(Think With Google)

As the second-most-visited site on the internet and the main platform for Google video ads, YouTube has experienced spectacular growth. In 2015 alone, 18-to49-year-olds spent 4% less time watching TV and 74% more time watching content on YouTube.

(Think With Google)

YouTube has proved to be a remarkably important web advertising tool for consumers who seek to better inform themselves before choosing a product to spend their money on. With more than 2 billion monthly users and a huge number of content creators, there is always an expert opinion to be found on any product or service worth buying. 

Over 60% of YouTube watch time comes from viewers on mobile devices.

(Statista)

According to 2021 Statista research, smartphones are a major entry point for internet access in many markets across the world and have also become the most popular device for watching video content. Almost a quarter of the world’s population will watch a video on a phone this year.

(Ipsos)

This is one of the most startling online advertisements vs. traditional advertising statistics, seeing that TV ads only get attention 45% of the time. Television ads simply last too long, and TV watchers regularly check their phones during breaks in sports games and other televised events.

Since 2016, twice as many small and medium-sized businesses have started advertising on YouTube.

(YouTube)

Given that YouTube’s sophisticated advertising tools can successfully analyze your target audience and reach the most valuable potential customers, it’s no surprise that the number of small and medium-sized businesses creating online ads for YouTube is rising steadily.

89% of shoppers trust YouTube creators’ product recommendations.

(Think With Google)

In the digital age, customers are increasingly using video content to inform themselves before making purchases. This trend of researching other people’s opinions and experiences gives good products exposure and helps increase revenues.

Social Media Advertising Statistics

The social media ecosystem is becoming increasingly complex, offering much more than a convenient way to connect with friends and family. Using social media platforms for marketing purposes can be extremely effective, but only if you employ the right strategy. That’s why in this section, we’re bringing you the latest social media advertising stats that’ll assist you in making better-informed advertising moves. 

4.62 billion people used social media in 2021, up 4.8% from the year before. That means 62% of all people on the planet now use social networks.

(DataReportal)

Social media platforms have proved to be a potent market for advertisers. The steady increase in the number of users in 2021 indicates that the peak of investment in social media is still to come.

In 2020, 34% of digital consumers used social networks to research new brands or products.

(Business 2 Community)

With the astronomical rise of the “Stories” feature on Instagram and similar social media networks, advertising online has never had a bigger reach than it does today. 

The average engagement rate of Instagram business account posts in 2021 was 0.83%.

(HootSuite)

Engagement rates are a key metric for any social media platform. They show how popular a post is and can help you get more followers, boost your reach, and grow your business.

90% of users follow at least one business on Instagram, while more than 200 million people visit at least one business profile every day.

(Hootsuite)

Interestingly, about two-thirds of these visits come from people who don’t already follow the profile. This shows that investing in Instagram advertising has huge potential for attracting new customers.

71% of consumers who reach out to customer service via social media expect a reply within five minutes.

(Ambassador)

Social media can be a great tool for increasing brand engagement and attracting new customers. One of the best ways to achieve this is to offer outstanding customer service via your social platforms. A good reputation among users and their word-of-mouth recommendations will help you lower your internet advertising costs, allowing you to invest the money you save into other things.

While 80% of businesses that have an online presence believe they deliver great customer service via their social media channels, only 8% of their customers agree.

(Smart Insights)

As far as advertising stats go, this is a real punch in the guts. It can be easy to think you’re doing a good job from inside your office, but it’s your customers’ opinions that really matter. Don’t overestimate the quality of your customer service, and most importantly, don’t ignore what your customers are telling you.

In 2019, Facebook had over 90 million pages for small and medium-sized businesses.

(Meta)

This is one of the more impressive Facebook advertising facts. The number of businesses that advertise on the platform reached 10 million in the third quarter of 2020.

Facebook owned 24.5% of all digital video ad spending in 2018.

(eMarketer)

Facebook (including Instagram) received nearly 87% of US social media video ad spending in 2018. That same amount translates to one-quarter of all US video ad spending. It’s a crowded market, but as video ads grow, Facebook continues to be a popular channel.

The average engagement rate for Facebook video posts in 2020 was 6.09%.

(Hootsuite)

This shows that videos are by far the most engaging posts on Facebook. Video content engagement has been rising, while engagement with original and stock photo content, link posts, and status posts are on the decline.

Global social media advertising spending will account for 33% of all digital ad spending in 2022.

(Hootsuite)

This spending is predicted to grow 17% in 2022, reaching $134 billion, making social media platforms even more powerful when it comes to reaching new customers across the world.

Social media marketing budgets are expected to grow 11.76% annually by 2026, reaching $358 billion in 2026.

(Statista)

Social media has taken over the world, and marketing investment in these platforms has increased rapidly. In 2022, social media advertising spending will grow 27.9% on mobile and 21.7% on desktop compared to 2021.

77% of Twitter users appreciate a brand more when it responds to their tweets.

(Twitter)

It’s also worth noting that customers on Twitter want brands to respond to their tweets sooner. At present, it takes about 10 hours on average for businesses to respond to tweets. Customers, however, expect a response within four hours.

TV Advertising Statistics

Although social media marketing is on the rise, that doesn’t mean TV advertising is dying out. On the contrary, it’s still very much alive and kicking. The reason behind its continuing popularity is simple – it works.

Investing in TV can increase advertising effectiveness by 40%.

(Thinkbox)

Whether in the short or long term, television still delivers a great bang for your advertising buck. It’s one of the lowest-risk methods of investing in advertisement, with a high likelihood of profit return: 70% between three and six months, and 86% over three years.

TV advertising spending in the US is predicted to reach $68.35 billion in 2022.

(Statista)

TV remains the best form of advertising for cashed-up marketers willing to spend large amounts on ad campaigns for mass audiences. However, as those audiences shift to digital media and advertisers pursue more multichannel campaigns, it’s getting tougher to make TV work for your business. That’s why it’s unlikely that TV advertising spending in the next five years will exceed prepandemic levels of financing.

In 2020, US teens watched 37% less traditional TV than they did three years ago, while millennials’ share dropped 23.4% in just one year.

(MarketingCharts)

The amount of time 18-to34-year-olds spent watching traditional TV – both live and time-shifted – in Q3 2020 dropped 23.4% from 2019. Younger people are watching less and less television, which is bound to have a negative impact on TV advertising effectiveness.

The average adult in the US spends five hours and 24 minutes per day watching videos.

(MarketingCharts)

Television remains one of the best media for marketers to use product placement and other subtle advertising strategies. When you consider that people watch nearly five and a half hours of video per day, TV’s effectiveness makes sense. 

Mobile Advertising Statistics

Using mobile platforms for SMS marketing has proved to be very efficient. In recent years, marketers have turned to mobile to generate leads, increase sales, and improve customer engagement through banner advertisements on mobile websites and ads in downloaded apps and games. 

Mobile searches for “best” have grown 80% between 2015 and 2017.

(Think With Google)

This is one of those digital advertising trends that shows how much consumers value search engines as a tool for helping them make smart purchases. People are turning to their phones for advice, however large or small their decision may be.

Global mobile ad spending is projected to reach $413 billion by 2024.

(Statista) 

This information reflects the growing dominance of mobile devices compared to desktop computers, with up to 57.4% of total web traffic and over 50% of digital ad spend now taking place on mobile. The most attractive spaces for advertisers to place their ads were search results and social media platforms, as well as mobile games.

68% of companies have integrated mobile marketing into their overall marketing strategy.

(MakeaWebsiteHub)

Targeted advertising facts show just how profitable mobile marketing can be as part of a cohesive brand strategy. Now, 71% of marketers believe mobile marketing must be at the core of their business-development plans.

88% of consumers who search for a local business on their mobile call or visit that business within a day.

(Social Media Today)

This statistic shows the importance of making a good first impression on customers. What’s more, 18% of all local searches lead to a sale within 24 hours. It’s important to cater to your local clientele, as 72% of people who visit a physical shop choose one within five miles of their location.

In 2019, more than two-thirds of the total US digital advertising budget was dedicated to mobile devices.

(Hollywood Reporter, Statista)

With $120 billion spent on mobile marketing in 2020, the US is the leading mobile advertising market in the world. China comes in second, while the UK holds the third spot. 

Email Marketing Statistics

Taking advantage of email marketing services has helped many small businesses reach their customers. According to the latest targeted advertising statistics, email is still one of the most effective channels for customer acquisition and retention.

UK email marketers reported an average return on investment of 4,200% in 2020: For every dollar invested, the average return was $42.

(Hubspot)

This astoundingly high return rate has to do with the low cost of implementing email campaigns, which is what makes this one of the most effective advertising solutions out there. It’s worth noting that since the arrival of the European Union’s General Data Protection Regulation in 2018, this figure has likely declined for businesses that serve customers in the EU.

Adding videos to your email can increase click rates by 300%, while interactive email content increases the rate of click-to-open by 73%.

(MTA)

This is one of those facts about advertising that you absolutely shouldn’t ignore. Spicing up your emails with animations, videos, and interactive content is becoming increasingly important in boosting customer engagement.

49% of consumers say they would like to receive promotional emails from their favorite brands on a weekly basis.

(Statista)

It turns out your loyal customers do like to hear from you, and their preferred method of receiving business news is via email. If you take advantage of this, you can build brand loyalty through quality weekly content.

Around 33% of email marketers send emails on a weekly basis.

(DataBox)

Depending on your industry, sending out daily email marketing campaigns may not always be a bad thing. Research shows that 13% of businesses send emails every day, while 26% send them several times per month.

99% of consumers check their email daily.

(Optinmonster)

People are much more likely to see an email from a business than they are to see a social media post. This is especially true when it comes to mobile devices, where a larger percentage of users still keep their email notifications turned on.

Final Words

TV and digital advertising statistics above show beyond doubt that this industry is in a state of rapid flux. As marketers adapt to technological advancements, a whole new world of possibilities has opened up. Advertising is more competitive than ever before, and you need to be on top of your game if you want your business to stand out from the crowd.

Sources

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(Statista) We highly appreciate Etsy’s gender awareness and diversity politics, especially nowadays when women were only 5% of the CEOs appointed globally in 2020. Namely, the eCommerce giant has been trying to increase the number of women in leadership positions and on its Board of Directors. As of December 2020, 47.7 percent of its employees were female, along with 45.3% male workers and 7% that were classified as ‘other.’ Statistics on Etsy's global corporate demography indicate that the board positions are equally occupied by both males and females, with a 50-50% ratio.  In 2020, 81% of Etsy sellers identified as women. (Statista) (Etsy) The figures certainly show how one-sided the sellers’ market is, probably because women dominate the handmade arts & crafts niche. When it comes to Etsy users, statistics on the sellers used to favor women even more in the past. According to a report from 2015, as many as 86% of the sellers on the platform were female. 71% of Etsy sellers consider it important to grow their business sustainably and responsibly. (Etsy) Sustainability and value-driven manufacturing practices are essential to Etsy's community, as reflected in the items being sold on the site. This new approach to business resulted in self-organizing into online support groups. Nearly a quarter of Etsy sellers worldwide joined one of more than 10,000 Etsy Teams worldwide, where they can seek and provide support and collaboration opportunities.  97% of Etsy sellers run their shops from home. (Statista)  2020’s  Etsy statistics reveal that 97% of sellers run their shops from home. At the same time, 69% of respondents had started their Etsy shop as a way to supplement their income. For many Etsy sellers, their businesses are their primary source of income, and 69% of them consider their shop a business. More than half (55%) are multi-channel sellers.  Revenue and Sales Statistics Although Etsy's sale statistics recently didn't quite match the boom in 2020, the company is still going very strong. The pandemic has brought about a renewed interest in handmade and vintage items, increasing the platform’s popularity significantly in recent years. With a 25% seller share, Home & Living is the most popular category on Etsy. (Statista) Looking at the best-selling items on Etsy and their generated revenue, Statista compiled a list of the most popular categories among handmade Etsy sellers worldwide as of June 2020.  According to Etsy sales statistics by category, home and living is on the top of the list with a 25% seller share. This is followed by art and collectibles, which accounted for 21%, jewelry with 15%, and clothing with an 11% share.  The least popular group of products were pet supplies, electronics & accessories, and shoes, which accounted for only 1% of sellers each.  In 2020, Etsy was the eighth largest retail website in terms of online traffic. (Statista) The big dog among eCommerce websites, Amazon.com, had almost 3.68 billion visitors per month in 2020 followed by eBay.com with 1.01 billion visits on average each month. eBay, Rakuten, and Samsung also scored highly on the list.  With a monthly traffic average of 289.33 million visits, Etsy statistics had even top sellers jealous, contributing greatly to the platform’s huge revenue increase during that year. In 2020, Etsy generated $1.7 billion in total revenue. (Statista) The revenue of the online marketplace amounted to $1.7 billion in 2020, which represents a surge of more than 100 percent compared to the year before. Etsy had a market capitalization of $7.46 billion in 2019, just seven years after its official launch. According to industry experts, marketplace revenues (including sales listing and transaction fees), third-party payment processor fees, and seller service revenues are the company's main revenue streams.  Etsy’s annual net income in 2021 reached $493 million. (Statista) Looking at the Etsy sales statistics for 2021, there was a massive increase over the $349 million it made in 2020, which itself dwarfed 2019’s $95.89 million. The company is clearly doing something right, and at this rate, the future of eCommerce on the platform is looking very bright. Top sellers on Etsy earn $10,000 per year or more. (The Verge) Amid the many stories from Etsy's sellers regarding their earnings, the conclusion is that the most successful merchants earn $10,000 or more on the platform. Etsy shop statistics vary wildly between the various categories on the site, though. According to some top sellers, they get charged a flat 12% advertising fee that they cannot opt out of. This fee is 15% for other sellers, but that charge is optional.
By Danica Djokic · October 12,2022
Call centers are an inescapable element of running almost every customer-centric business. Regardless of whether you are offering a product or a service or using a call center to market them, you need to provide a line of communication with your customers.  Not all support and call centers actually require a phone line. Call center statistics show that the industry has moved online to a large degree, and many other trends are emerging as companies strive to provide a better customer experience.  Let’s see some of the most important stats about the call center industry in 2022. Call Center Industry Statistics - Key Findings The global market value of call centers is estimated to reach $496 billion by 2027. 87% of employees in call centers report high-stress levels at their job. The contact center software market will be worth $149.58 billion by 2030. Businesses lose approximately $75 billion yearly because of poor customer service. 35% of customers want customer support agents to help them resolve issues in one interaction. General Call Center Operation Statistics Call centers are an essential industry nowadays, especially as many people turn to customer support. After all, the world has made a significant shift toward performing most of its daily life online. So let's check some of the most important stats about this industry. The global market value of call centers is estimated to reach $496 billion by 2027. (Report Linker) Research suggests that the industry's value will keep increasing at a projected CAGR rate of 5.6% between 2020 and 2027. In-house call center solutions have a 5.5% projected growth rate during the same period, while outsourcing will grow by 5.9%. In 2020, US call centers accounted for 29.49% of the global call center market. (Report Linker) The overall global market was valued at $339.4 billion in 2020, with the US share at approximately $100.1 billion in 2020. Other notable markets worldwide were China, Japan, Canada, and Germany, all with strong growth estimates.  Almost a quarter of all call centers in the US made less than $250 million in 2020. (Statista) 24%, to be precise. 13% earned more than $25 billion. 4% made between $15 and $25 billion, while 19% earned anywhere from $5 to $15 billion, and another 19% made between $1 and $5 billion. The contact center software market will be worth $149.58 billion by 2030. (Grand View Research, Inc) According to call center statistics for software, the industry's market size is $28.09 billion in 2022, up from $23.9 billion in 2021. If it continues following the estimated CAGR of 23.2% between 2022 and 2030, it should reach a staggering $149.58 billion by 2030. In 2020, US call center businesses employed 2.83 million people. (Statista) The number of employees in the call center businesses grew steadily from 2014 when 2.51 million people worked in this industry. This trend changed in 2020, though, which saw a drop in the number of employees in the contact center industry compared to 2019’s 2.92 million. Businesses lose approximately $75 billion yearly because of poor customer service. (Forbes)  Based on research in NewVoiceMedia’s 2018 “Serial Switchers” report, Forbes announced in 2018 that many customers were abandoning companies due to poor customer service. Recent research conducted by Salesforce shows that 91% of customers will make another purchase at the same company after a good customer service experience.  In comparison, 70% said they would not buy a product from a company with long wait hours for customer support. If your company is struggling with similar issues, consider investing in call tracking software. Call Center Stats on Customer Satisfaction  Customer support is an essential part of providing a quality service, and companies need to pay close attention to customer satisfaction in this area. The following stats tell us more about customer preferences regarding call centers and support. 77% of customers appreciate proactive customer service. (Zippia) On top of wanting instant support, customers also expect customer representatives and sales reps to anticipate their needs and address them accordingly. Companies that can do that are much more popular with customers. 76% of customers prefer using different support channels depending on context. (Salesforce) According to the call center analysis by Salesforce, email is still the most popular customer support channel, followed by phone and in-person support. Online chat and mobile apps take fourth and fifth place, respectively. 78% of customers don’t like support agents that sound like they are reading from a script. (Zippia) Personalized sales and support communication has been the key for a while now. 52% of customers expect custom-tailored offers at all times, and 66% want the companies “to understand their unique needs and expectations.”  This is no small feat, especially for the largest call center companies serving thousands of customers. Ensuring your company uses good call center software is only half the battle. You’ll still need quality support agents who can convince your customers that their needs are important to your company. 50% of customers believe that the customer service and support from most companies need a major overhaul. (Salesforce) While half of the customers expect better customer support, 60% agree that companies need to improve their trustworthiness, and 55% think companies should work more on their environmental practices. Statistics show that companies focusing on “making the world a better place” always do well. Surprisingly, improving the product was ranked lower, as was using better technology and working on the overall business model. 35% of customers want customer support agents to help them resolve issues in one interaction. (Microsoft’s 2020 Report) Quick problem resolution should be one of the most important call center metrics. Over a third of customers in a Microsoft survey from 2019 said that resolving issues in one interaction should be a priority for the customer support team. 31% claimed that getting a knowledgeable agent is the most important, and 20% said that not having to repeat the same information is crucial. The latter seems like a growing problem, as more than half of customers felt that the departments providing support are not always in sync.  These are definitely the key call center metrics that every company should pay attention to. 92% of consumers hesitate when buying a product if it has no customer reviews. (Fan & Fuel) Worse still, 35% might not buy a product at all after reading just one negative review. According to Zendesk, word of mouth is also extremely powerful: 95% of customers will tell others about a bad experience, and 87% will share good ones.  Unfortunately, another survey shows that 79% of consumers who shared their poor online experience with customer support got ignored. Companies making this mistake should consider hiring a good reputation management service, as it will help improve their sales in the long run. Must-Know Information About Call Center Workers Despite the push toward automatization, live agents are still the pillars of any good customer support team. Here are some stats about the call center workforce. There were approximately 286,696 call center agents employed in the US in 2021. (Zippia) The majority of call centers are located in Texas, or more specifically in Dallas and Houston. The average age of a call center employee is 40 years. Furthermore, 67.2% of all agents are women, while 27.9% are men. 87% of employees in call centers report high stress levels at their job. (Cornell University) Handling customer requests every day is not an easy job. Customer support agents are typically the first line of defense against angry customers, leading to very alarming call center stress statistics. 80% of agents experience angry customers blaming them for things out of their control.  Undefined expectations, lack of incentives, and boredom with mundane, repetitive tasks cause agents to be miserable at work, which, in return, translates into poorer customer experience stats across the board. The average salary of a call center employee is $27,765 per year. (Zippia) Salaries for new agents start at around $20,000 per annum. Those of the 10% top-performing agents can go up to $36,000 or more. The turnover rate for call center agents is over 40% globally. (ICMI) (Mercer) When these call center turnover statistics are compared to the 22% average turnover rate across all industries in the US, it’s easy to see that job satisfaction levels in call centers are troublingly low. Companies need to look into ways of making the job less stressful for their employees and using modern technologies such as AI bots to help facilitate communication with customers. Call Center Technology Trends Good implementation of modern technologies is essential for improving call center statistics and metrics. Let’s check how big of a role software plays in customer support these days.   90% of businesses that use it find live chat software helpful for streamlining call center operations.  (Zippia) According to Zippia’s findings published in December 2021, 29% of all businesses and 61% of those in the B2B sector already use live chat software. 32% of businesses are implementing CRM systems to boost sales and enhance customer relationships. (Zippia) Customer Relationship Management software has an excellent track record of increasing customer engagement. Unfortunately, according to customer service and call center metrics, only a third of businesses make use of it currently. Considering that 31% of customer support teams think that their companies see their work as an expense rather than an opportunity to increase sales, this is not all that surprising. 87% of global organizations that implemented AI did so believing it would give them an advantage over the competition. (Statista) According to Statista, almost 90% of the organizations that implemented AI did so to keep up with the competition, while only 63% did so due to customer demand. Pressure to reduce costs was also a major factor (72%), along with the ability to move into new business spheres (78%). In 2020, 37% of all messages to brand social media accounts were related to customer service issues. (Sprout Social) (Statista) However, most messages (59%) were positive, as customers wished to express their happiness with an excellent experience they’ve had with the brand.  Call center statistics show that in 2020, 75% more customers used  Instagram to message businesses, while Facebook saw a 20% growth in this category. If you are considering implementing social media into customer support options, keep in mind that 18% of customers expect an immediate response; it might be worth investing in social media management tools to help your support team out.
By Vladana Donevski · April 11,2022

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