40 Powerful Podcast Statistics to Tune Into

ByDanica Jovic
March 17,2022

Hi everyone. I’m Meg Roy and this is the Grow Your Business podcast.Today’s guest is Joe Donovan. You might know Joe as an award-winning author and successful entrepreneur. You probably didn’t know that he is also a podcast-marketing expert. He's here to tell us about advertising on podcasts: how and why brands are using podcasts to get their name out there. He has promised to share some fun and useful podcast statistics and facts. Welcome to Grow Your Business, Joe!

Sound familiar? If so, you may be among the 32% of Americans who enjoy listening to a podcast at least once a month. These audio-essays delve into current events, hobbies, obscure facts, philosophy, history, music, and more. If there’s something you’d like to know, odds are there’s a podcast about it.

Podcast Statistics - Editor’s Choice:

  • 197 million Americans have heard about podcasts. 
  • 32% of Americans listen to podcasts at least once a month.
  • There were 750,000 active podcasts in 2019.
  • On average, 45% of podcast listeners have an annual household income of more than $250,000.
  • 2 million podcasts are registered by Google.
  • 54% of podcast consumers say they think about buying advertised products.  
  • Businesses spent $497 million on podcast advertising in 2018.
  • Brands that advertise their products and services on business podcasts enjoy an average 14% rise in purchase intent.

General Podcast Facts and Stats

197 million Americans have heard of podcasts.

(Edison Research)

To put it another way, 70% of Americans are aware that podcasts exist, according to the latest podcast audience statistics. This doesn’t necessarily mean that they listen to them, it just means they are familiar with the concept.

This was not always the case. At the beginning of the millennium, only a small percentage of consumers had heard about podcasts. And in 2006, only 22% of US adults said they were familiar with podcasting.

51% of Americans over the age of 12 have listened to podcasts.

(Edison Research)

Half of Americans above the age of 12 have listened to podcasts. That’s 144 million podcast listeners, the numbers from Edison Research show. Research conducted by Statista in 2019 estimates that the number of Americans who listen to podcasts at least occasionally is 86 million.

32% of Americans listen to podcasts at least once a month.

(Edison Research)

Does that mean that podcasts are becoming mainstream? Well, a third of the US population, or 90 million people, listen to or watch podcasts at least once a month. About 22% of Americans older than 12 listen to podcast shows once a week. Podcasters are moving into the mainstream, according to podcast listener statistics.

How many podcasts are there? One report says 750,000.

(Paid Insights)

Podcasts are like blogs. Like bloggers, podcasters like to share their experiences and cover a wide array of topics. There is probably a podcast out there about any subject you can think of. The Apple podcast stats report shows that there were 550,000 podcasts on the web in 2018. Today there are an estimated 750,000 podcasts in the world.

Two million podcasts are registered by Google.

(Variety)

That’s impressive - but there are 440 million blogs registered at Tumblr alone. Why is podcast growth slower than blog growth? According to podcast length statistics, consumers often lose interest in podcast episodes, finding them to be too long or boring. In order to help people find the most popular podcasts, Google developed tools to help listeners sift through particular shows and episodes.

There are now more than 29 million podcast episodes available in more than 100 languages.

(Music Oomph)

Podcasts are great for sharing knowledge, experiences, and information with a wide audience. You can listen to podcasts about politics, business, cooking, and even knitting. The options are endless. Whether you are interested in Asian, Hindu, Texan, Jewish, or African American podcasts, you will surely find plenty. To learn more about which genres are the most popular, check out the podcast statistics at Music Oomph.

61.1 million American families are fans of music podcasts.

(Marketing Charts)

The most popular podcast genre among Americans is music. It is followed by TV and movies with 60.5 million households watching or listening to these podcasts regularly. The other major podcast genres, including technology, science, politics, arts, games, sports, business, and religion, are popular among 49 million households across the states, according to podcast popularity statistics.

74% of podcast users listen to podcasts to learn something new.

(Edison Research)

Almost the same number of podcast users (71%) listen to podcasts for fun, Edison Research says. About 60% of Americans listening to podcasts use this medium to stay in touch with the latest news, and 51% say they find podcasts relaxing.

Global Podcast Statistics

Chile, Argentina, Peru, and Mexico are the fastest-growing countries for podcasting.

(Voxnest, Buzzsprout)

Latino podcasts are flourishing due to the large number of Spanish speakers in both the US and South America. Chile is in the lead with a podcast growth rate of 85%. It is followed by Argentina (55.28%), Peru (49.1%), and Mexico (47.84%). The country with the fifth-highest rate? China (43.62%).

58% of citizens in South Korea listen to podcasts.

(Buzzsprout, OZY)

Podcast listenership is booming in South Korea. More than half of the population listens to podcasts monthly, while two out of three Koreans are podcast fans. They are also popular in Spain, where 58% of citizens listen to podcasts monthly, according to research from 2018.

83% of Australians know what podcasts are.

(Podcast Hosting)

Podcast growth statistics show that Americans listen to podcasts more than Australians. Only 30% of the Australian population has listened to a podcast at least once. About 22% of them listen to podcasts monthly, and 15% listen to podcasts weekly.

6.5 million adults in the UK listen to podcasts weekly.

(Podnews)

In other words, 12% of UK adults listen to at least one podcast per week. They are the most popular among millennials (21%). Only 5% of Baby Boomers have caught the podcast bug.

Podcast Listener Demographics

67% of podcast audiences are made up of people between 18 and 44 years old.

(ExpandedRamblings, Music Oomph)

Young people, especially millennials, are more comfortable with technology. They have quickly adapted to streaming platforms such as YouTube, Amazon, Netflix, and Spotify. They use these platforms every day to watch or listen to their favorite shows and videos. According to Spotify user statistics, 72% of all weekly Spotify users are millennials.

Podcasts embody 10% off all content that millennials listen to.

(Billboard)

Millennials are particularly keen on podcasts! And why shouldn't they be? Podcasts fit perfectly into their daily schedules, allowing them to listen to the latest episodes of popular shows regardless of the time or place. The most popular podcast platforms let users stream or download podcasts, music, and videos.

56% of podcast listeners are male, while 44% are female.

(Buzzsprout)

Men are more likely to watch or listen to podcasts than women, according to statistics on podcast demographics. Still, the number of males and females listening to podcasts is almost equal.

34 million women listened to podcasts in 2018.

(Edison Research, Buzzsprout)

Podcast popularity among women is not so far behind men, according to the latest numbers on podcasts growth. The amount of women podcast users is steadily growing in the US, according to podcast-listening statistics.

It is 68% more likely for a postcast listener to have a postgraduate degree.

(Edison Research, Music Oomph)

Podcasts are becoming increasingly popular among educated people. It is 45% more likely for a podcast listener to have a college degree. Looking at gender differences in podcasting and education, female podcast users have a higher education and income than the overall US population, according to podcast analytics.

On average, 45% of podcast listeners enjoy more than $250,000 in annual household income.

(Music Oomph)

Podcast listeners are young, educated, and rich. Almost half of podcast listeners have an annual income of a quarter-of-a-million dollars.

59% of people listening to podcasts are white.

(Buzzsprout, Quartz)

Demographics of podcast listeners show that most American consumers who listen to podcasts are white. 12% are African-American, 11% are Hispanic, and 7% are Asian.

Where to Find Podcasts

65% of podcast consumers are most likely to listen to episodes on a mobile device.

(Edison Research)

Edison Research data shows that smartphones are the most popular devices for listening to podcasts. About 65% of podcast fans would rather listen to podcasts on mobile devices, while 25% prefer to listen on computers. Only 10% of consumers listen to podcasts on smart speakers.

43% of podcast fans use Spotify to listen to podcasts.

(Edison Research, ExpandedRamblings)

Spotify is one of the most popular streaming platforms. According to the latest Spotify statistics, at the time of writing this platform has 207 million monthly active users and 500 million downloads on Android devices.

39% of smart-speaker owners listen to podcasts at least once a week.

(Convince & Convert)

74% of Americans who own smart speakers such as the Google Home and Amazon Alexa listen to podcasts directly from the device. In the last two years, the number of podcast listeners using smart speakers increased by 10%.

60% of all podcast shows are downloaded from Apple.

(RAIN News)

In 2018, Apple announced that its platform hosts more than half of the world’s podcast content. Apple published 25 of the most downloaded podcasts in 2018.

How People Listen to Podcasts

The average podcast listener subscribes to 7 different shows weekly.

(Convince & Convert)

This is 40% more than in 2017. Also, 14% of weekly subscribers enjoy 11 or more shows.

52% of podcast subscribers listen to entire episodes.

(Edison Research)

In 2019, 52% of podcast consumers listen to the entire audio episode. Podcast download statistics show that Americans who use podcast platforms to download episodes are more likely to watch or listen to the whole broadcast. But why is that? Podcast listeners are attracted to this form of broadcasting, as it can give them information whenever they want. Research suggests that podcast users actually develop a type of relationship with the podcasters, in the sense that they are very interested in what they have to say.

58% of podcast consumers listen to between 76% and 100% of all the podcasts downloaded on their devices.

(Edison Research)

Podcast consumers listen to most of the shows they download on their smartphones and other mobile devices. 20% of podcast listeners listen to between 51% and 75% of the shows they download.

Around 26% of podcast listeners increase the speed of podcasts while listening.

(Edison Research)

Whether they are listening on YouTube or they are using podcast platforms such as Spotify or iTunes, podcast stats show that listeners are more likely to increase the speed while they listen in order to finish sooner.

Podcast listeners spend an average of 6 hours and 37 minutes listening to podcasts every week.

(Convince and Convert)

Until two years ago, consumers spent only 5 hours per week listening to podcasts. In 2018, listening time jumped 32% in a single year.

90% of podcast consumers prefer to listen to a podcast at home.

(Statista)

Podcasts have taken consumers by storm because they are on-demand, meaning you can listen to them anytime, anywhere. In most scenarios, however, podcast consumers prefer to listen to podcasts at home. Other popular locations among Americans include in the car or truck (64%), at the gym (43%) or at work (37%). 49% of podcast users listen to a podcast while walking, according to podcast statistics for 2019.

More than half of Americans do chores while listening to podcasts.

(Edison Research)

Multitasking and listening go hand-in-hand. 59% of consumers listen to a podcast while doing housework. 52% like to hear a podcast while driving. 51% like to cook and listen to shows at the same time. Podcast listeners claim that podcasts are a good way to relax - about 50% go to bed while listening to their favorite shows.

Podcasts and Business

94% of podcast consumers are active on at least one social media channel.

(Music Oomph)

Podcast listeners are active social media users, according to the latest podcast stats. They are also more likely to follow their favorite brands on social media channels such as Facebook, Instagram, Pinterest, and YouTube.

More than half of US podcast listeners pay attention to the ads.

(Business Insider)

Listeners are more likely to listen to ads on podcasts than on any other medium. According to Business Insider, 55% of podcast listeners pay attention to podcast ads, which is 10% more than those who pay attention to ads on the radio. Most podcast listeners don't skip ads, mostly because they are seamlessly integrated into the program and usually read by the host.

54% of podcast consumers say they think about buying an advertised product.

(Convince & Convert)

Podcasting is surely a new field for businesses advertising their products. 17% of podcast users say that they are much more likely to buy an advertised product.

Businesses spent $497 million on podcast advertising in 2018.

(Interactive Advertising Bureau)

Podcast ad revenue in 2017 totaled $314 million in the US. This grew 53% in 2018. And it is estimated that by 2020, marketers will spend $1 billion on podcast advertising every year.

Brands that advertise products and services during business podcasts have a 14% lift in purchase intent.

(Music Oomph)

There is plenty of research on customer behavior proving that podcasts impact brand lift. Here are some interesting podcasting statistics on customer purchase intent:

  • Brands that have ads in podcasts about society and culture are most likely to have a 9.2% lift in purchase intent.
  • Brands that advertise in news and politics podcasts are most likely to have a 12.8% lift in purchase intent.
  • Brands that advertise in comedy podcasts are most likely to have a 7.3% lift.
  • Brands that advertise in sports podcasts are most likely to have a 9.3% lift.

39% of small and medium-sized businesses owners are podcast users.

(Forbes)

About 65% of them listen to podcasts weekly, according to 2018 podcast listenership stats. Researchers found that 70-72% of business owners who have 100-500 employees listen to podcasts.

50 billion episodes have been streamed or downloaded from Apple.

(9to5Mac)

This 2018 number includes shows and episodes from the iTunes and Podcasts Apps. In 2017, 13.7 billion episodes were downloaded.

Monday, Tuesday, and Wednesday are the best days to release a podcast.

(Income School)

What is the best day to release a podcast? Podcast-marketing specialists say that on Mondays, Tuesdays, and Wednesdays, consumers are most likely to download episodes. Saturday and Sunday are the days when the number of downloads is the lowest.

Amazon Prime podcasts have 105 million active users.

(Statista)

This number is from June 2019. The podcast subscriber numbers increased from 95 million in 2018.

50% of surveyed Americans say that podcasts are "too long.”

(Pacific Content)

This might be the reason a part of the US population doesn't listen to podcasts, according to Edison research. Of course, the length of a podcast depends on its category and genre. For example, gaming podcasts have longer episodes than those devoted to business or education. The average podcast length is 43 minutes and 24 seconds, but the most popular podcasts in 2019 were 53 minutes long.

Frequently Asked Questions
What is a podcast?

A podcast is an audio or video file, usually available as a single episode. A podcast can be watched via a streaming platform or downloaded to a mobile device or computer. The podcast industry covers a number of niches, including music, culture, society, comedy, health, business, and many others.

How many podcasts are there?

It is estimated that 750,000 podcasts and more than 30 million episodes existed on the web in 2019. In 2018, Apple alone featured 550,000 podcasts and 18.5 million episodes.

How do you find out how many listeners a podcast has?

Podcasts exist across various platforms and websites, meaning it is difficult to track podcast growth and the number of listeners following a specific show. However, there are methods to find out the number of listeners. The easiest way to see how many listeners a podcast has is to check out podcast download numbers and the number of subscribers. This is possible for podcasts that are hosted on platforms such as Spotify, Google Play, iTunes, SoundCloud, and others.

To estimate the number of listeners, you can use a Web analytic tool. Every podcast-hosting platform provides tools for tracking subscribers by IP address and device. In this way, they offer specific data on podcast listenership. For example, iTunes podcast analytics provide podcasters with information about how often users listen to shows and episodes and how the popularity of each episode changes over time.

How many downloads makes a successful podcast?

The most successful podcast episode had around 50,000 downloads in only 30 days. An episode with 9,000 downloads earns a place in the top 5% of podcasts, and 3,400 downloads puts you in the top 10%. The average podcast racks up 141 downloads in the first 30 days.

Do podcasters make money?

Some do. Podcasters make money through sponsorships, donations, affiliate marketing, and listener support.

If you have listened to a podcast, you might have heard the host asking for financial support from listeners. This is a good way to earn money for podcasters who provide great content. The most subscribed podcasts might also sell products or services.

How many people listen to podcasts?

144 million Americans listen to podcasts, according to the latest podcast statistics. Put another way, 51% of the US population older than 12 have listened to a podcast at least once. In comparison with 2018, 20 million more Americans listen to podcasts.

Sources

About the author

Danica’s greatest passion is writing. From small businesses, tech, and digital marketing, to academic folklore analysis, movie reviews, and anthropology — she’s done it all. A literature major with a passion for business, software, and fun new gadgets, she has turned her writing craft into a profitable blogging business. When she’s not writing for SmallBizGenius, Danica enjoys hiking, trying to perfect her burger-making skills, and dreaming about vacations in Greece.

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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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