Call Center Statistics That Are Truly a Wake-Up Call in 2022

ByVladana Donevski
April 11,2022

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.

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%).

(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.

FAQ
What are call center stats?

Call stats, metrics, or scores are often used interchangeably to describe a customer support team's effectiveness and overall customer satisfaction. Some of the key metrics customer centers should look to improve are customer satisfaction, customer effort score, social media monitoring, first response time, and overall resolution rate.

How can I improve my call center stats?

The first step is setting up proper analytics tools. These will present the inner processes in a comprehensive manner and help define the problem areas much easier.

For example, your call center’s hold time statistics can tell you a lot about what is going on within your processes. You can also use customer feedback in the same manner and hear what your team has to say on the topic. Lastly, adopting new technologies for providing customer support is always a good idea, especially software that automates repetitive processes.

What is a good answer rate for a call center?

The benchmark for excellent answer rates differs depending on the communication channel used. According to the call center statistics, a good measure is to have 100% answered emails in four hours and 80% within 15 minutes. Live chat requires your team to answer 80% of chat queries within 20 seconds, while SMS and messaging apps should have a rate of 80% answered messages in 40 seconds.

Sources

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(GrowthBadger) It seems that longer articles are associated with greater success. Bloggers who earn more than $50,000 per year report that their most popular blog entries contain 2,424 words on average. That makes their top-earning posts 83% longer than those from lower-income bloggers, as statistics about blogging indicate. Longer articles are more comprehensive and offer more value to the reader. If you want to earn a significant income from your blog, focus on writing in-depth articles with personalized content. Marketing Stats and Facts Let's see how high-earning bloggers promote their content and monetize it. After all, 31% of marketers count on blogging to raise brand awareness. Nowadays, you can easily create a website for free and promote your blog or products via different channels. For example, social media is a great way to reach many people quickly and generate above-average blog traffic. At the same time, email marketing allows you to build a relationship with your subscribers over time. Let’s see the most popular and effective ways to reach your target audience. High-earning bloggers offer free products and services 700% more often than those who earn less. (GrowthBadger) Higher-income bloggers are seven times more likely to provide free items and services than bloggers in lower income brackets. Giving away free eBooks, templates, courses, and free trials of products or services that you sell can significantly increase your revenue, thanks to backlinks and driving traffic to the platforms you promote. High-income bloggers focus on email subscribers twice as much. (GrowthBadger) Blogging about trending topics, as statistics reveal, isn’t enough to gain followers. Bloggers who earn over $50,000 per year from their blogs are over twice as likely to focus on their email subscribers compared to lower-income bloggers. They also use three times as many email-collection methods as lower-income bloggers. Even though we tend to disregard it as obsolete, email marketing remains the best way to build a relationship with your readers and sell them products and services over time. 90% of bloggers promote their posts via social media channels, while influencer collaboration accounts for just 10% of blog promotion strategies. (Statista) Statistics on using social media with blogging from 2021 show that 90% of online bloggers utilized expert social media management to bring visitors to their blog articles. At the same time, some 10% teamed with other influencers to do the same. Paid services were employed by 13% of respondents, while email marketing was used by 62%. Lastly, 68% of blog posts were marketed using SEO techniques. No wonder, as 51% of all website traffic comes from organic searches. 70% of high-earning bloggers actively promote their posts, while only 14% of lower-income ones do the same. (GrowthBadger) The importance of engaging your audience and marketing yourself to them isn’t lost on top-notch bloggers. Namely, blogging stats indicate that over two-thirds (70%) of bloggers who earn over $50,000 annually promote their blogs in an active or very active way. At the same time, only 14% of lower-income bloggers are active promoters of their content. More than half of lower-income bloggers (54%) claim they are minimally active in marketing their content or products; they primarily just share post announcements on their socials. Blog posts that contain images receive 94% more views. (David Hall Social Media) Visual storytelling is one of the most powerful tools in a blogger’s arsenal. Namely, content without pictures will probably be ignored by potential readers. On the other hand, blog readership statistics clearly show that eye-catching visuals receive nearly twice as many views as pure text posts. Statistics on Content and Readers If you're wondering what kind of content attracts an audience, what are popular platforms and channels for posting them, or do people still read blogs in the first place, you’ll find the statistics and relevant data we’ve gathered very useful. You’ll be able to figure out what's working and what's not in the blogosphere and see what influences the level of engagement. 73% of readers admit to skimming blog posts. (HubSpot) In research that dealt with content trends, 62% of respondents claimed they pay detailed attention to video content, followed by news articles, multimedia articles, social media posts, and other interactive posts. On the flip side, 73% of respondents admitted to skimming blog posts. Podcasts are even lower on the engagement list, with just 22% of listeners consuming them thoroughly. Blogging reader statistics show that most readers tend to multitask when reading content. Capturing and keeping their attention might be more challenging than anyone thought. 55% of blog visitors read articles for 15 seconds or less. (Time) Speaking of skimming, the average reader won’t spend more than 15 seconds reading blog content. That is, at least 55% of the respondents won’t. The results improve significantly when you narrow your search to only include article pages. Even so, one in every three visitors spends less than 15 seconds reading articles they come across. This is a pessimistic take on how many people read blogs and how much time they spend on them. Headlines with a question mark get 23.3% more shares on social networks. (Backlinko) When we discuss blog content that can engage the readers, we shouldn’t ignore the headlines, as it seems they can make all the difference. Namely, blog posts with a question mark headline and inquisitive tone will get 23.3% more shares on social networks than those with statement openings. What’s more, headlines that are longer and contain at least 14 to 17 words generate 76.7% more social shares than shorter ones. 59% of people share a blog post without reading it. (OptinMonster) Knowing who reads blogs is less important than knowing who doesn’t, but still passes them on. Namely, 59% of people will share a blog post without reading it first, or ever. This trend indicates that headlines and snippets are becoming increasingly more important in blogging. Also, it's worth remembering that creators have to capture our attention quickly and keep it throughout the post. Writing punchy headlines and staying concise are a blogger’s greatest weapons these days. 75% of the audience prefer reading blog posts under 1,000 words. (SemRush) Although the most profitable blog posts are long, overall blogging statistics tell us that very few readers read through long articles. Three-quarters of readers prefer blog posts of 1,000 words or less. Short, easily consumable text, further broken up into smaller chunks with catchy headings, gets more traffic. What’s more, posts containing videos and images get a higher click-through rate.
By Danica Djokic · March 17,2022
Vending machine profit statistics and forecasts show that the coming few years are going to be more lucrative for the industry.
By Danica Djokic · December 15,2022

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