47 Mobile Marketing Statistics to Transform Your Business

ByJulija A.
March 17,2022

According to our stats, there’s a high chance you’re reading this article on your phone. 

That small gadget we keep in our purse or pocket has a profound impact on how we spend our day. From taking photos and sharing our thoughts on social media to managing work and shopping, our whole life is in the palm of our hands. It makes sense that this magic box remains with us at all times. 

Several years ago, phones started overtaking desktop computers as the browsing tool of choice. Our mobile marketing statistics show that this trend will continue to grow. There are new ways to market goods and services to customers, and any business that wants to take advantage of this shift needs to have a good advertising strategy ready. 

We’ve compiled a list of useful stats that marketers and businesspeople can use to learn about the latest trends in mobile advertising. If you’re ready to learn more, just keep reading. 

Top Mobile Marketing Statistics

  • Today, there are 5.11 billion unique mobile users on the planet.
  • People are more than 60% less likely to purchase from a brand after a negative mobile experience.
  • 70% of smartphone users have bought something in a store after using their phone to discover more information.
  • Cellular phone user numbers are expected to reach 63.4% of the global population in 2019.
  • 93% of businesses with an advanced personalization strategy experienced revenue growth in 2018.
  • Mobile accounts for 72% of U.S. digital ad spending.
  • Mobile devices are used for over 40% of online transactions.
  • Marketers and advertisers put 51% of their budget into mobile ads.

General Mobile Marketing Stats

Today, there are 5.11 billion unique mobile users on the planet.

(DataReportal)

The number has grown by 100 million since last year – a little over 2% – and it isn’t showing any signs of slowing down. Bear in mind that there are 7.53 billion people in the world. With such a large number of them going mobile, businesses will have a lot of opportunities to reach consumers through clever marketing strategies.

85% of internet users owned a smartphone in 2017.

(Smart Insights)

Smartphone ownership statistics show us that most people who regularly access the internet own a smartphone. While smartphones are considered advanced technology, it’s easy to find fairly inexpensive devices or even get one for free when signing a contract with a mobile provider. The latest mobile phones are a pricey investment, but almost anyone can get a basic model with ease.

U.S. adults spent an average of three hours and 23 minutes per day on mobile devices in 2018.

(Statista)

The average time spent on the phone every day just six years ago was an hour and 22 minutes. Since then, it has more than doubled. Nowadays, many of us spend our work breaks checking emails and social media, and we also like to keep in constant touch with our friends and family when they’re away. As such, consumers and marketers are both becoming dependent on their favorite handheld devices.

Americans check their phones 14 billion times a day.

(Deloitte)

If you were wondering just how many times American users pick up their phone during the day, you might be shocked to learn that this number is 14 billion, and rising. Mobile usage statistics show that we’re becoming increasingly dependent on our mobiles and that they’re now an integral part of our lives. Try to remember when last turned your phone off or spent a whole day without checking it. To a lot of people, the very idea is becoming unthinkable.

Mobile data traffic around the world was projected to increase seven-fold between 2017 and 2022.

(Cisco)

When WiFi is unavailable, most people rely on their mobile data to access the internet. The compound annual growth rate (CAGR) of mobile traffic is expected to reach 46%, according to Cisco’s Global Mobile Data Traffic Forecast, and connection speeds will be three times faster by 2022.

Cellular phone user numbers are expected to reach 63.4% of the global population in 2019. 

(Statista)

This is yet another statistic that confirms the whole world is going mobile. According to Statista, almost two-thirds of the world’s population will have a phone by the end of 2019, and that number will keep rising each year. But how many people have smartphones in the U.S.A.? Statista says 265.9 million, and that number is expected to rise to 285.3 million by 2023.

Google drives 96% of mobile search traffic.

(SEO Leads)

This is followed by Yahoo at 2% and Bing at 1%. Of course, Google is the number one search engine all over the world, and both desktop and mobile users rely on it for almost all their inquiries.

80% of Alexa Top Sites were mobile-adaptive in 2017.

(Mobiforge)

Alexa Tops Sites is an Amazon mobile site that ranks high-performing websites according to the Alexa Traffic Algorithm. These figures show that in 2017, 80% of the top 100 sites had been optimized for mobile, as were 90% of the top 10 sites.

Mobile accounts for 69% of digital media time.

(comScore)

According to mobile marketing statistics, most users now prefer consuming digital media through their phones. Desktop has fallen from favor and accounts for merely one-third of total digital media time. If you want to stay on track and offer the best experience possible to consumers, you have to take this stat into consideration and optimize your website.

More than 80% of time using mobile devices is spent in apps.

(SmartInsights)

Given the quality of content and easy-to-navigate interface apps provide, it’s no wonder users spend the majority of their mobile time using their favorite apps. They spend the other 20% on their mobile web browser.

Mobile accounts for 72% of U.S. digital ad spending.

(eMarketer)

Mobile marketing stats show us that marketers are fully aware that the majority of consumers now spend most of their internet time on their phone. Ads that target mobile users are becoming more effective, so companies need to start investing in this approach if they want to stay at the top of their industry.

Mobile vs Desktop

Mobile devices accounted for 73% of web traffic in 2018.

(Zenith Media)

According to Zenith’s Mobile Advertising Forecast, tablets and phones are the primary means of accessing the internet right now. This number has more than doubled from 2011, when mobile internet usage was around 35%.

Google is introducing mobile-first indexing in 2019.

(Marie Haynes)

This is happening as we speak. Since most users are switching to phones instead of using desktop devices to surf the net, Google has decided to introduce mobile-first indexing to its search function. This means mobile sites will soon be more important than desktop sites in Google’s algorithm. Optimizing your site accordingly is very important if you want to rank highly on search engines.

60% of respondents check their work email on a smartphone and 14% on a tablet.

(Fluent)

People aged between 18–24 are particularly reliant on their handheld devices—81% of them use their phones to check their work email. Phones are generally a lot easier to use on the go, so a high proportion of consumers use them to stay organized even when they aren’t home.

Mobile devices are used for over 40% of online transactions.

(Think With Google)

Checking emails isn’t the only thing people like doing on the go. Mobile marketing statistics show that many people now use their phones to shop online, too. Consumers like having all their favorite online stores within reach at all times. As more and more businesses optimize their websites for mobile, transactions are becoming more frequent.

Desktop has a 3.9% conversion rate compared to mobile’s 1.4%.

(Smart Insights)

While people love using their phones to shop, stores don’t always make it easy for them. Most online retailers still don’t have fully-optimized sites, and it’s turning a lot of customers away. If a consumer can’t view a site on mobile, then they’re bound to get frustrated and bounce before making any purchases.

52.2% of all website traffic worldwide came via mobile phones in 2018.

(Statista)

In 2017, this number was 50.3%. For people in many countries, mobile phones are more accessible than desktop devices, so these stats aren’t surprising. The number of mobile web users is on the rise because phones offer us a cheap, easy way to access the web, no matter where we are.

96% of Facebook users access their social media through mobile.

(Statista)

Social media mobile stats indicate that users prefer accessing their Facebook accounts via their mobile phone. U.S. users seem to be abandoning their trusty old desktops, and the change is particularly obvious when it comes to social media usage. Our social life is inextricably connected to our phone, so most users prefer to keep all their contacts and social interaction completely mobile. As such, it’s never been more important to be present on social media with a Facebook mobile site.

92% of millennials own a smartphone, compared to 85% of Gen X and 65% of baby boomers.

(Pew Research)

The younger the person, the more likely they are to rely on smartphone technology. But what about the tablet vs smartphone debate? This is where the stats might surprise you. About 64% of Gen X owns a tablet, compared to only 54% of millennials and 52% of baby boomers. In general, people seem to see a phone as a versatile communication device, whereas most people use tablets purely for entertainment purposes.

More than 50% of YouTube video views come from mobile.

(Google Support)

What percentage of video views on YouTube come from mobile devices? Apparently, more than half. More than a billion people watch YouTube every month. This is a huge potential audience for marketers who optimize their video marketing for mobile devices.

User Habits

74% of smartphone users look for the most relevant information without considering which company provides that information.

(Think With Google)

According to Think With Google, most users will simply click on the most relevant link after conducting a mobile search. It’s more important for them to find out what they need to know than to show any sort of brand loyalty. Companies that want to get the clicks have to provide the most relevant, up-to-date information in order to get consumers to visit their site. Once those customers arrive, the website must provide an easy, seamless experience.

According to Google data, 70% of mobile searchers who’ve recently made a purchase have clicked to call a business from the search results page.

(Google Blog)

The presence of a phone number in search results (regardless of whether they’re paid or organic) lends extra credibility to a brand. Mobile marketing stats indicate that this makes the shopping process easier and more pleasurable, and consumers are more likely to trust the company and get in touch with it. If you want your audience to perceive you as a reliable business, make sure all your contact info is easy for them to find.

People are more than 60% less likely to purchase from a brand after a negative mobile experience.

(Think With Google)

Even if your product is great and most of your customers have a smooth online experience when using a desktop device, you can turn people away if you don’t have a user-friendly site on handheld devices. You have to optimize mobile for your business and create a great site that consumers won’t have trouble navigating. Bad web design can put users off, and your conversion could suffer dramatically if you aren’t careful.

Watch time of “does it work” videos has grown more than 11-fold as consumers seek out visual proof that the items they’re considering are worth it.

(Think With Google)

People want to be well-informed. They very rarely purchase products without checking them out online first, and as such seem to focus on YouTube reviews to figure out whether an item is worth their money. Consumer mobile trends show that users watch “does it work” videos to see what others have to say, so it’s not a bad idea to invest in PR packages and send your product to a few famous influencers. Allowing them to test it out in front of their camera will help your advertising efforts significantly.

(Google Partners Certification Exam)

According to Google, phone users are very responsive to ads. Mobile phone advertising influences consumers to do product research and make purchases, as long as the ads are relevant to their interests. Targeting the right demographics and reaching the specific people who will be genuinely interested in what you have to offer is a surefire way to increase conversions through Google ads.

70% of travellers who own smartphones use them to research travel.

(Think With Google)

What’s the best way to kill time when you’re bored at work? Plan your next vacation, of course. Most users rely on their smartphones to research destinations and travel deals, and if they need a good hotel mobile marketing can point them in the right direction. If your strategy is on point, it could be your business they reach.

78% of shoppers who are on holiday use smartphones to research physical shops before they visit.

(Think With Google)

Roughly 61% of shoppers would rather purchase things from brands that have both a physical store and an online store. What’s even more surprising is that nearly 80% will use their smartphone for physical shopping as well—from researching the product they want to buy to comparing prices and finding the best deals. That’s why it’s so important for retail brands to enable customers to view their website on mobile phones.

45% of people would rather stop seeing their friends in person than give up their phones.

(Boston Consulting Group)

This study by Boston Consulting Group shows just how entrenched our dependence on our phones has become. Among other surprising stats, it turns out that 64% of people would give up dining out, 36% would give up electricity in their home for 12 hours a day, and 51% would give up one day off every week.

A positive brand experience on mobile will make 89% of people more likely to recommend a brand.

(Think With Google)

Positive consumer experiences are the key to success. Mobile trends show us that customers always favor the brand that has already shown itself as dependable, and they’re eager to recommend it to their friends and family. Invest time in your customers to create a loyal mobile user who will want to promote your business and help you grow.

What is Mobile Marketing and How Does it Affect Your Company?

Marketers and advertisers put 51% of their budget into mobile ads.

(HubSpot)

Mobile marketing has become an incredibly effective way to gain customers and drive conversions. Most marketers now invest in it heavily, and the majority of the budget goes into creating eye-catching, interesting ads.

In 2018, the Apple App Store registered a revenue of $46.6 billion.

(Statista)

App development has become one of the most profitable jobs in the digital industry. Making sure your business has an app to accompany your products and services is an important part of any mobile marketing strategy, especially if you want to increase customer engagement. Phone usage is growing, and people are spending most of their time interacting with various apps. You need to be present here to make the most of the opportunity.

70% of smartphone users have bought something in a store after using their phone to discover more information.

(Think With Google)

Smartphones give us quick access to any kind of information we might need. If you provide your users with an easy way to get details about your product, they’re a lot more likely to make a purchase after seeing your online ad.

69% of smartphone users would buy from stores that have mobile sites that cover their questions or concerns.

(BrightEdge)

Mobile marketing statistics show that users are quick to trust companies that go out of their way to provide answers to their questions. Showing consumers that their concerns are important to your business can help you gain their loyalty.

Two-thirds of smartphone users are more likely to buy products or services from brands with location-customized apps.

(Think With Google)

Localized ads are a great way to anticipate your customers’ needs and show them relevant content. People are more likely to click on an ad if it shows them a boutique in their neighborhood than if it suggests something that’s miles away.

51% of customers say they use mobile devices to discover new brands and products.

(BrightEdge)

Smartphone statistics present us with another interesting fact: Users actively seek to improve their own shopping experience. They are willing to engage with new brands and will search for products that interest them.

93% of businesses with an advanced personalization strategy experienced revenue growth in 2018.

(Monetate)

Localization isn’t the only trick you can use to get people to click on an ad. Personalized ads according to age, gender, and interests can be extremely effective and increase conversion rates for any kind of business.

M-commerce is yet to boom and is predicted to account for 53.9% of all eCommerce sales by the end of 2021.

(Statista)

Consumers want to shop from their phones. It’s easy, it’s quick, and mobile marketing companies are cashing in on this by providing users with faster checkout processes when making a purchase. Brands that want to increase their sales should jump on the train and make it easy for phone users to do their shopping.

A delay of just one second in page response can reduce conversions by 7%.

(Neil Patel)

Mobile users are becoming impatient—a delay of just a single second makes it more likely they’ll bounce off the page. According to Neil Patel, this means an eCommerce site that makes $100,000 per day could potentially lose $2.5 million in sales in a year.

Android accounts for 68% of the global mobile advertising market.

(Smaato)

Android holds a particularly large advertising mobile phone market share, especially in emerging economies such as India, Argentina, and Indonesia. However, while it might look like Android is dominating the market, iOS has much higher eCPM (ad revenue generated per 1,000 impressions).

Business and Mobile Marketing

70% of B2B buyers increased mobile usage significantly over the past few years, and 60% expect this usage to continue to increase.

(Boston Consulting Group)

B2B purchases are now taking place online, with a significant portion of B2B owners using phones to do their shopping. With this mobile market growth overtaking the business sphere, companies must now invest in advertising if they want to reach their audiences.

80% of B2B buyers now use mobile at work.

(Boston Consulting Group)

You probably already suspected it. Now Boston Consulting Group has the evidence to show that most of us are using our phones at work. With the number of devices growing, a lot of companies are allowing, or even incorporating mobile usage at the workplace, and B2B buyers are mostly using this technology for business purposes. That’s why providing a smooth digital experience is so important. Mobile media can influence purchase intent, and companies who want to attract user attention need to develop a marketing strategy to suit the shifting trends.

47% of businesses with over 50 employees brought an app to the market before 2017.

(The Manifest)

Apps are time-intensive and expensive to create, but building one can benefit small businesses who are looking to cater to their audience and present themselves as a modern company. If your firm wants an app to accompany the product you offer, then investing in good mobile marketing services and app development could make a huge difference. It will give consumers a new way to interact with your business and build loyalty to your brand.

57% of users say they won’t recommend a business with a poorly-designed mobile site.

(Formstack)

A well-designed website is already a prerequisite for success, but nowadays you need to worry about more than just the desktop version. If your customers encounter a problem like poor user interface, slow loading times, or bad design on your mobile site, they’re unlikely to have a pleasant experience, and they’re even less likely to recommend the brand to their friends. That’s why mobile website optimization is important for absolutely every business that wants to increase its online presence. By providing enjoyable user experience across all platforms and devices, you’ll increase your conversion rate and satisfy your customers. Hiring a reliable UX design agency to ensure this is a worthwhile investment.

According to 61% of users, if they don't find what they want immediately on a mobile site, they'll just head to another site straight away.

(Think With Google)

If you don’t provide the information or the product the customer wants and needs, or if your site isn’t mobile-optimized, people will move on to your competitor’s site without pause. The best mobile website is the kind that includes less text, has a vertical format, and puts emphasis on videos, infographics, and other media that’s easy to consume on a phone.

Mobile influences 40% of revenue in leading B2B organizations.

(Boston Consulting Group)

B2B industries traditionally depend more on sales than marketing to drive revenue, and mobile sales are becoming more frequent. Given that 50% of B2B search queries today are made on phones, marketers need to start investing more in responsive web design.

Mobile use at work will increase to three hours a day by 2020.

(Think With Google)

Mobile marketing stats show that B2B workers are becoming shrewder when it comes to technology. Driven by the overall increase in phone usage over the years, it would seem mobile for business is now part of the everyday routine for many employees.

91% of mobile users consider access to quality content to be a high priority.

(CardTapp)

Content marketing stats prove that content is one of the best ways for consumers to get to know a brand. Companies should create high-quality content and make it available across all platforms if they want to increase their lead generation. is one of the best ways for consumers to get to know a brand. Companies should create high-quality content and make it available across all platforms if they want to increase their lead generation.

To Summarize

These mobile marketing statistics give us an insight into how digital technologies are shaping the market. Current leaders in revenue growth are all optimizing their businesses for mobile use, and those who don’t want to lag behind need to invest resources into doing the same thing.

To thrive, you must build strong, mobile-friendly websites and focus your attention on consumer trends and preferences. The sooner you do this, the less chance there is you’ll be left behind in the race.

Sources

About the author

Julia A. is a writer at SmallBizGenius.net. With experience in both finance and marketing industries, she enjoys staying up to date with the current economic affairs and writing opinion pieces on the state of small businesses in America. As an avid reader, she spends most of her time poring over history books, fantasy novels, and old classics. Tech, finance, and marketing are her passions, and she’s a frequent contributor at various small business blogs.

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There were around 7.5 million active sellers on Etsy in 2021, a nearly 75% increase on 2020. (BussinessOfApps) Back in 2019, there were almost $2.7 million active sellers on Etsy. Only a year later, the figures went up over 60% to around 4.3 million people worldwide, only to balloon by nearly 75% to 7.5 million in 2021. As testified by many Etsy sellers, statistics have never looked so good. The reason behind such a steep surge is most likely the COVID-19 pandemic which forced many people to start selling online exclusively.  The number of active Etsy buyers reached 96.3 million in 2021. (BussinessOfApps) Compared to 2019, when some 46.3 million people bought goods on Etsy regularly, 2020 has brought a surge of over 75% for a record 81.8 million active buyers on the platform. This was then followed by a smaller but still impressive 17% increase to 96.3 million users in 2021. Judging by the Etsy buyer statistics, people have heartily embraced the online shopping model forced by the COVID-19 pandemic. As of 2020, Etsy has 1,209 employees. (Backlinko) We can get valuable insights by tracking workflow within a company. Etsy has been growing steadily over the past few years, and the growth was followed by an increase in the number of employees. The 2020 sales boom saw the workforce increase by 14.49%. These Etsy updated statistics do not include an additional 205 workers employed at Reverb, its daughter company. Most of the employees are based in the United States, but the company also has offices in Ireland, Germany, Canada, Australia, and more. Etsy Demographics Let’s take a closer look at the demographic stats and facts, as they provide insights into the target market for a product or service. Additionally, they can help identify new markets or assess the potential impact of changes in the economy or population on a business. 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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