What do Customers Want? - 37 Customer Service Statistics

ByAndrea
March 17,2022

More than 90% of customers who are dissatisfied with your product will never complain; they’ll simply leave. Those who leave will tell at least 15 of their buddies just how disappointing your business is. Millennials expect you to respond to their Facebook messages within an hour. They are prepared to wait four hours before they give up on you indefinitely. 

Our customer service statistics underscore the importance of your support service and help you avoid mistakes made by the 70% of businesses that perish within 10 years.

Our hand-picked statistics come from renowned sources like Microsoft, Accenture, Statista, and Gartner. We’ve included some of the most recent information from market surveys, company research, and customer service studies to surveys of marketers, marketing executives, and customers. 

We’ve combined global and domestic data from a number of countries including the US, the UK, Germany, Brazil, and Japan to show how customer service and customer experience are becoming increasingly important aspects of every business. In addition to more than 30 stats, we’ve compiled a list of tips and tricks you can use to improve your service regardless of the size of your business.

Top Customer Service Stats - Editor’s Choice

  • 31% of companies see customer service as more of an expense than a growth opportunity.
  • 95% of consumers indicate that customer service is important to their choice of brand and loyalty.
  • 13% of unsatisfied customers tell 15 or more people that they’re unhappy with a particular product or service. 
  • 59% of consumers around the world say they have higher customer service expectations today than they had a year ago.
  • Nearly 50% of companies know that having a solid omnichannel marketing strategy will help them stand out and capture new clients.
  • Roughly 58% of consumers say it takes several really bad experiences to dump a brand.

66% of US customers do more business with companies thanks to quality customer service.

(Statista)

This figure is based on a 2018 survey involving more than a thousand respondents. According to customer service statistics from 2017, the number of people doing business with companies due to good customer support was 2% higher. We can conclude that customer service continues to play a significant role for the majority of consumers.

44% of consumers say they are likely to become repeat buyers after a personalized shopping experience.

(Segment)

A 2017 Segment report that surveyed 1,006 Americans aged 18 or older came up with some interesting customer service results. Of those surveyed, 49% revealed they bought a product after a personalized recommendation even though they didn’t initially plan to. Meanwhile, 40% said they purchased something more expensive than they originally intended due to the personalized experience.

77% of consumers admit they’ve fostered relationships with specific brands for 10 years or more.

(InMoment)

The numbers clearly show that high-quality customer service is a key factor in building brand loyalty. That’s confirmed by customer experience stats from the 2018 Retail CX Trends Report that surveyed 1,300 American consumers from various age groups, including millennials. As many as 60% of the surveyed millennials had decade-long relationships with brands despite their young age.

In 2020, global revenue from offline commerce channels is likely to decrease by almost 20%.

(Accenture)

Customer service trends need to change with the times. Today, people are less inclined to leave the house for their daily purchases. The shift from offline to online commerce channels has huge implications for the way B2B organizations handle their digital channels. This puts a lot more pressure on online support agents and their relationship with a growing number of customers.

95% of consumers say that customer service is a relevant factor in their choice of brand and their ongoing loyalty.

(Microsoft)

The global 2018 customer service study by Microsoft surveyed more than 5,000 people worldwide. While it’s interesting that almost all surveyees agreed on the importance of customer service, a large percentage of them actually did something about it. In total, 61% of respondents changed the brands they dealt with because of poor customer service.

Only 30.4% of businesses have an executive accountable for customer experience.

(Dimension Data)

Although vital for customer acquisition and retention, higher customer service management is still rare. According to customer service data, most businesses handle the issue at a business unit level rather than an executive level. This approach to customer experience often results in serious systemic flaws. It’s a huge problem since we’ve already established that poor service can lead to brand switching.

70% of customers think more highly of brands that contact them with proactive customer service notifications.

(Microsoft)

While the proactive approach is popular among 66% of surveyed customers in the US, it’s even more desirable in Japan (80%) and Brazil (89%). Age wasn’t a major factor in these statistics from proactive customer service companies. Of those who approve of the proactive approach, 74% are aged 18 to 34 and 65% are 55+.

90% of B2B leaders agree that customer experience plays a key role in their company’s strategic priorities.

(Accenture)

Successful businesses do their best to provide a product or service that their customers need, enjoy, and trust. There’s no better way to achieve this than by listening to customers’ suggestions, questions, and complaints. Businesses allocate a great deal of resources to get an in-depth understanding of the sort of experiences that customers have with their products. That’s why there’s a high demand for customer experience professionals.

59% of consumers worldwide have a deeper appreciation for brands that respond to customer service questions or complaints via social media.

(Microsoft)

This number is higher in the US (47%) than in the UK (46%). Once again, customers in Japan (59%) and Brazil (85%) are especially appreciative of brands that communicate with customers in this fashion. Age plays an important role in these social media customer service statistics. Around 77% of respondents aged 18 to 34 expect the brands they use to respond via social media channels. On the other hand, only 40% of the 55+ age group feel the same way.

59% of consumers around the globe have higher customer service expectations now than they had a year ago.

(Microsoft)

This figure varies slightly depending on what corner of the globe the customer is in. For example, 50% of respondents in Germany have higher customer service expectations today, while in the US that figure stands at 56%. Brazilians expect the biggest improvements with 82% reporting higher expectations.

The claim that it costs five times more to attract a customer than to retain one is a myth.

(Ipsos)

This is a highly controversial claim, and research published by Ipsos Loyalty dismisses it as a fallacy. Although the true cost of poor customer service is still being debated, research suggests that it’s simply impossible to make such a broad claim with so many varying elements to consider. 

Customer Service Facts

66% of consumers surveyed for Microsoft’s 2018 State of Global Customer Service report said they believe the quality of customer service is generally getting better.

(Microsoft)

In individual countries that sentiment is shared by 58% of Americans, 66% of Britons, and 60% of Germans. In Japan and Brazil, a slightly higher percentage of customers are satisfied with the level of improvements, with 74% and 78% respectively. 

39% of customers believe engaging with customer service systems and having their questions answered is getting easier.

(Microsoft)

However, 35% say they see no changes in the level of complexity, and 26% report that customer service is getting more difficult to handle. Response variations in the US are subtle, with 36% of respondents believing customer engagement is getting easier, 34% seeing no difference, and 30% claiming it’s getting harder. According to customer service statistics, 30% of Britons and 34% of Germans feel that engagements with customer service agents are becoming increasingly difficult.

For 33% of consumers, the most important aspect of a good customer service experience is getting their issue resolved in a single interaction.

(Microsoft)

Next on the list is a knowledgeable customer service agent with 31% of global respondents saying this was the most important criterion for a good experience. Statistics on customer service vary significantly when it comes to age. Only 27% of customers aged 18 to 34 find representatives who don’t know what they’re doing insufferable. On the other hand, 40% of consumers over 55 think informed representatives are the most important customer service factor. 

90% of consumers believe organizations should give them the opportunity to provide customer feedback.

(Microsoft)

The survey looked at Brazil, Germany, Japan, the US, and UK, and almost everyone agrees on this one regardless of age or gender. But the digital customer service statistics also revealed that as many as 25% of Japanese customers are never interested in giving any type of customer service feedback.

37% of consumers say they are only occasionally given the opportunity to provide feedback.

(Microsoft)

Only 17% believe that they are often given the opportunity to express concerns or ask questions, while a mere 7% believe this always happens. These findings suggest that listening to customers may be of the utmost importance nowadays.

97% of consumers are more likely to maintain loyalty to a brand that implements changes based on their feedback.

(Apptentive)

Statistics on how customer service improves sales confirm that feedback is important. Nothing makes customers feel more appreciated than seeing their preferred brand respond to their input. A sense of belonging to a community that cares about its customers and values their opinions helps businesses grow. 

51% of consumers think most brands don’t take action or make changes when they receive customer feedback.

(Microsoft)

More than half the customers in the UK (54%), Japan (53%), and Germany (58%) don’t think their feedback is taken seriously. But customer service statistics from 2018 show that customers in the US and Brazil are slightly less cynical, with 55% of Americans and 56% of Brazilians believing their feedback leads to action.

76% of consumers believe a customer service representative should know their contact, product, and service information history.

(Microsoft)

Most people in the surveyed countries agree on this one, regardless of sex and age. The high expectations range from 64% in Japan to 93% in Brazil. But based on the experiences of 31% of the respondents, customer agents only have access to all this information occasionally. 

50% of worldwide consumers use three to five customer service channels, while 37% use one or two.

(Microsoft)

Microsoft’s customer service graph shows that 39% of those surveyed prefer support via phone or another voice channel like Skype. Meanwhile, 20% prefer email and 16% would much rather have live chat support. Surprisingly, only 5% of consumers prefer contacting organizations via social media, despite spending so much of their online time on these platforms. 

Typically, multi-channel customers are 15% more profitable than digital-only customers and up to 25% more profitable than human-only experiences.

(Accenture)

Nothing is free, not even free accounts on social media. The average consumer is simply more valuable if they have a social media presence. They’re also more susceptible to relevant advertising and word-of-mouth recommendations from friends online. 

Nearly 50% of companies understand that a solid omnichannel strategy will help them stand out and attract new clients.

(Microsoft)

These carefully collected customer service statistics indicate that most businesses are well aware of the importance of quality customer service. Microsoft reported that most customers have gone through multiple channels to get their questions answered. In fact, 9% used more than six customer service channels.

Only 8.4% of businesses have all their channels connected.

(Dimension Data)

Organizations are still struggling to provide a connected customer journey despite the fact that customer satisfaction statistics show these to be essential tools. The entirety of the customer service industry is plagued by system integration issues. Inconsistent data formats, lack of relevant education, and poor management in general all contribute to this. In many cases, channels are managed separately and fail to work towards a common goal. 

For 68% of users, phone support is the preferred solution.

(Zendesk)

Slightly fewer than half (47%) of users typically go for email support, while 34% use chat. Another 41% are more likely to search for the solution themselves through the site’s FAQ section or Google. Considering the high percentage of problems with customer service, it makes sense that some users simply bypass support agents and try to tackle the problem themselves. 

On average, 55% of consumers haven’t used any type of social media for customer service.

(Microsoft)

Of those who have, 32% used Facebook, 13% used YouTube and Twitter, 9% used Instagram, 4% used Linkedin, and 3% used other platforms. Although it may seem easier to seek assistance via social media, most customers still prefer speaking directly to a support agent over the phone. Brazil is the exception here, with 61% of respondents in that country saying they rely on Facebook for customer service.

Most consumers (72%) would rather interact with a happy agent and have the interaction take longer.

(Aspect Software)

Social media customer service stats confirm what many companies already know – positive customer service is good customer service. Oddly enough, it doesn’t seem to matter how long an interaction takes as long as the customer service agent keeps spirits high. The worst alternative is not an annoyed, impatient, or even downright rude online virtual agent – it’s a disinterested one. So be sure to keep your employees happy and motivated if you want them to successfully interact with customers. 

According to Microsoft customer retention statistics, 66% of consumers first try self-service before engaging with an agent.

(Microsoft)

Of the 5,000 people surveyed, 43% say the main reason self-service is inefficient is due to a lack of information. The information was likely available but too complex to understand or too difficult to find. Only 22% of respondents said their issue turned out to be too complex to solve using self-service. A detailed, informative, and easy-to-manage automated self-service platform will save your business a lot of money on digital customer service. 

42% of B2B executives report that their mobile strategy simply consists of offering a mobile-optimized website.

(Accenture)

B2B customer service statistics advise businesses to turn their attention to mobile devices to increase their visibility. Only 32% of executives say they leverage mobile via their web channels. In other words, they don’t have apps, and customers have to track them down via web browsers. Also, 9% admitted to having no mobile strategy at all. Embracing this platform and providing an integrated customer experience is a logical and necessary step for all businesses that plan to survive in the long run.

Poor Customer Service Statistics

61% of consumers have ditched brands due to poor customer service.

(Microsoft)

Nearly half of those who switched brands due to poor customer service did so in the 12 months leading up to the 2018 Microsoft study. The percentages varied throughout the surveyed countries with 76% of Brazilians abandoning brands over customer support. In Japan, dissatisfaction levels stood at 48%.

Stats on bad customer service show that only one out of 26 unhappy customers complain.

(HuffPost)

Esteban Kolsky, a former Gartner analyst and ThinkJar founder, published a study revealing that fewer than 4% of unsatisfied customers actually make a complaint. If you think the absence of complaints signals customer satisfaction, you are sorely mistaken. Not only should companies take their customers’ complaints seriously, but they should also seek feedback well before it gets to the complaint stage. The true enemy here is indifference. 

13% of unsatisfied customers tell 15 or more people when they’re unhappy with a product/service.

(Think Jar)

Not only will your dissatisfied customers abandon your brand without giving you a chance to improve, but they’ll also badmouth you behind your back. It’s one of the most important customer service facts you need to know. With every unsatisfied customer, you’re likely to lose 15+ prospective ones. Those are some serious long-term consequences. 

Companies that ignore support requests on social media have a 15% higher average churn rate than those that do respond.

(BigCommerce)

Friends, colleagues, and meme pages typically respond to messages within minutes. As a business, you have a bit more leeway; 42% of customers expect you to respond within an hour. Some smaller businesses can achieve this with a single social media manager, while large enterprises will probably need to hire a social media management team. Follow the advice from these social media customer support stats and improve your response rate today.

91% of unhappy customers who don’t complain simply leave.

(Think Jar)

A recent survey involving hundreds of customer service and experience management professionals indicates that one can’t overstate the importance of customer support and experience. In fact, 87.2% of organizations agree that customer loyalty correlates directly with commercial success. If you want your customers to stay loyal to your brand, you need to do your best to provide a top-notch customer experience. 

Roughly 58% of consumers say it takes several really bad experiences to dump a brand.

(InMoment)

InMoment’s article on customer support trends in 2018 surveyed 1,300 US consumers. Of these, 34% said that ditching a brand is a matter of “growing apart.” In business as in life, the gradual decrease in customer experiences that made them feel special, valued, and relevant results in a different, more resourceful brand grabbing their attention.

19% of customers say they only give a brand one shot.

(InMoment)

The most demanding customers make for just under 20% of your overall user base, which might not appear too bad. Still, keep in mind that every customer who ditches you in anger is likely to tell at least 15 friends how terrible your business is. These bad customer service statistics highlight the need for quality online customer experience management tools to help you keep track of user satisfaction. You also need an uncompromising policy that values kind, approachable customer service staff. 

31% of companies in 2020 see customer service as more of an expense than a growth opportunity.

(HubSpot)

Despite its numerous benefits, companies are still not investing as much as they should in their customer service departments. To make matters worse, this customer service trend in 2020 seems to be on the rise. In 2019, 29% of businesses viewed customer support an expense rather than an opportunity. When asked about the customers themselves, 93% of support professionals agreed that they’ve become a lot more demanding.

52% of companies look for customer service feedback on review sites and social media.

(HubSpot)

Companies have finally figured out that they need to pay attention to what their customers have to say. More than half of them keep a watchful eye on online reviews. Hubspot’s customer service statistics from 2020 tell us that a promising 59% of companies rely on surveys to get feedback from their customers, while 24% of them establish a formal customer advocacy program.

42% of companies use a help desk system for their customer support needs.

(HubSpot)

However, the preferred methods differ between high and low growth companies. The help desk system is popular among high-growth companies, with 51% using this option as opposed to just 29% of low-growth firms. This doesn’t necessarily mean that a help desk system will help the growth of a company, but you shouldn’t rule it out.

FAQ
What percentage of customers will actually complain when they are dissatisfied with a service?

Customer service facts say it’s only 4%. But don’t get your hopes up; end-user comments and complaints often signify how badly things are going when it’s already too late. If you want to grow, improve, and make money, you need to learn all you can about the online behavior, interests, and expectations of your users. To businesses that are already thriving, criticism is not a setback but rather an opportunity for change and accommodation.

What percentage of customers who have a negative experience tell others about it?

Here’s the cold hard truth: 

According to omnichannel customer service statistics, 96% of customers will abandon you without leaving a note. However, they are very likely to complain about you to at least 15 friends. Spreading the word on just how much your product or service has disappointed them and how wrong they were to put their trust in you transforms your ex-customers into potential problems. If this sounds like a joke, you’re not taking customer service seriously enough.

What are the 3 most common reasons for guest complaints?

The worst thing you can do is lie and not keep your promises, as people don’t want to be cheated out of their money. Statistics about poor customer service show that agents need to keep an eye out on their disposition. Customers prefer enthusiastic, energetic, and friendly CSRs, and even a neutral attitude can be seen in a negative light. Finally, agents need to be able to solve problems during a single interaction, without having to transfer customers onto anyone else. People dislike having to repeat themselves with a new representative every time. 

And there you have it: 

More than 30 customer service statistics to guide you through your own business endeavors. A detailed understanding of user behavior and an objective approach to your marketing analysis is vital for the growth and even survival of your business. 

Bottom line:

Optimize your website for mobile devices, write relevant, targeted content regularly, and don’t underestimate the importance of paid ads. Good luck!

Sources

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By understanding the demographics of its customer base, a company can make better decisions about where to allocate its resources to maximize growth.  62% of Etsy’s sellers are from the United States. (Statista) Etsy seller statistics show the distribution of its sellers on a global level. As of June 2020, some 62% of Etsy's merchants were from the United States, while the remaining 38% come from other countries. The majority of them are from the UK (30%), followed by Canada (11%), Australia (7%), and  Germany (7%). Most of Etsy’s US sellers come from California (14%). (Statista) The figures from June 2020 indicate that 14 percent of the US Etsy sellers are located in California. During the measured period, Florida and Texas both contributed 7%, while Pennsylvania, North Carolina, and Washington had a 4% share of the total US seller market each. As of December 2020, 47.7% of Etsy employees were female. (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 · April 19,2022
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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