42 Worrying Workplace Stress Statistics

ByDamjan Jugovic Spajic
March 17,2022

Stress, depression, and anxiety are, unfortunately, part of the modern human condition. Global statistics show that an increasing amount of people are struggling with mental health issues. Thankfully, we’re now talking more openly about these problems than ever before. 

Workplace stress makes up a significant part of the general mental health crisis. Changes in the economy and increased financial concerns translate into pressure at work. Workplace stress statistics reveal that heavy workloads, deadlines, and demanding bosses all contribute to the problem. Stress due to work, if left untreated, can cause serious mental health problems for employees. There’s a financial burden, too; stress can lead to serious drops in productivity and end up costing a huge amount for both private companies and governments.

We’ve compiled these statistics concerning stress in the workplace to show you just how big a problem work-related stress is.

Workplace Stress Statistics - Editor’s Choice

  • 83% of US workers suffer from work-related stress.
  • US businesses lose up to $300 billion yearly as a result of workplace stress.
  • Stress causes around one million workers to miss work every day.
  • Only 43% of US employees think their employers care about their work-life balance.
  • Depression leads to $51 billion in costs due to absenteeism and $26 billion in treatment costs.
  • Work-related stress causes 120,000 deaths and results in $190 billion in healthcare costs yearly.

General Stats on Stress

55% of Americans are stressed during the day.

(Gallup)

Americans are among the most stressed out populations in the world. Drawing from Gallup’s 2019 data on emotional states, over half of the American population experience stress during the day. This is 20% higher than the world average of 35%. According to these stress stats, the US is getting closer and closer to Greece, whose population has been the most stressed out in the world since 2012, with 59% of Greeks experiencing stress daily.

On a scale from one to 10, Americans rate their stress level as 4.9.

(APA)

American Psychological Association stress statistics from 2014 show that US citizens rated their stress level as 4.9 on a scale from one to 10. This was an improvement from 2007, when the rating was a disturbing 6.2.

Americans aged 30-49 are the most stressed age group.

(Gallup)

Drawing from Gallup’s poll on stress levels between different age groups, we can see that 65% of the 30-49 group experiences stress. Americans aged 15-29 are right behind them with 64%, while 44% of people older than 50 reported feeling stressed out.

Women are more stressed out than men.

(APA)

The gender gap seems to be present when it comes to stress, too. According to the APA Stress in America 2016 survey, on a scale of one to 10, women described their stress levels as 5.1, compared to stress levels of 4.4 among men.

(Everyday Health)

Everyday Health’s United States of Stress research reveals some concerning data. Current statistics about stress in the workplace indicate that over a third of all US respondents have visited a doctor for stress-related problems in the past year. Among those who have a diagnosed mental health condition, 54% visited a doctor.

52% of Generation Z in the US have been diagnosed with mental health issues.

(Everyday Health)

There is a noticeable generation gap between baby boomers and Gen Z in terms of stress. While 52% of Gen Z has been diagnosed with mental health issues, only 41% of baby boomers have been.

57% of stressed out respondents are paralyzed by stress.

(Everyday Health)

Data from United States of Stress research conducted by Everyday Health indicates that 57% of those who experience stress are paralyzed by it. On the other hand, the other 43% stated that stress invigorates them.

Statistics on Stress in the Workplace

(Everest College)

A shocking statistic for sure, but nobody is really that surprised. Everest College’s comprehensive survey shows that the overwhelming majority of US workers are stressed as a result of work. This clearly indicates the magnitude of the problem in the US and that one of the major causes for it is stress in the workplace.

In 2019, 94% of American workers reported experiencing stress at their workplace.

(Wrike)

According to Wrike’s United States stress statistics from 2019, only 6% of workers didn’t report feeling stressed at work. Around 23% of them described their stress levels as high, while 6% said their levels of stress were unreasonably high. This statistic indicates that working in a stressful working environment is the rule, not the exception.

35% of respondents said their main source of stress at work was their boss.

(Korn Ferry)

Bosses and management in general seem to be a major cause of stress for workers. Over a third of surveyed US workers cited their boss as the main source of their work-related stress. Also, 80% of workers covered in the survey said leadership changes affect their levels of stress.

During 2019, 80% of workers in the US were stressed as the result of ineffective company communication.

(Dynamic Signal)

Stress in the workplace statistics from 2019 keep bearing grim news. Dynamic Signal conducted a survey among more than 1,000 US workers, with 80% of them reporting being stressed out because of poor communication practices by their employers, a 30% increase from the previous year.

63% of US workers are ready to quit their jobs due to stress.

(Dynamic Signal)

The 2019 State of Employee Communication and Engagement study conducted by Dynamic Signal also reveals how many workers are on the edge of quitting their jobs because of stress. Nearly two-thirds of the surveyed workers - 63%, to be precise - are ready to quit their jobs as a result of workplace stress.

In 2017, 39% of workers said that a heavy workload was their main cause of stress.

(Statista)

Research conducted by Statista in 2017 highlights the main causes of workplace stress. Workload was the main cause for stress for 39% of workers, while the other major sources in the workplace were interpersonal issues (31%), juggling work and personal life (19%), and job security (6%).

Over a third of people said their job was a regular source of stress in 2018.

(Everyday Health)

Everyday Health’s 2018 workplace stress stats show that over 30% of all respondents marked their job or careers as regular causes of stress. Among millenials and Gen Z, this statistic jumps to 44%, further proving that stress is on the rise among younger generations and presents a larger global problem than it did 20 or 30 years ago.

54% of workers report that stress from work affects their life at home.

(Wrike)

Stress in the workplace stats published by Wrike indicate that 54% of workers say workplace stress impacts their home life in a negative way. Work-related stress not only influences our careers and how we feel and perform on the job; it affects our whole life.

Work is among the top three sources of stress for Americans.

(APA)

The American Psychological Association conducted a survey in 2017 to determine stress levels and the main sources of stress for Americans. In a multi-choice survey the most common source of stress was “the future of our nation” (63%), followed by money (62%) and work (61%).

75% of workers believe they are more stressed out than previous generations.

(NIOSH)

As our previous stats have indicated, younger generations seem to be struggling with stress significantly more than older ones. Research by the National Institute for Occupational Safety and Health (NIOSH) on workplace stress statistics over the years shows that 75% of workers think they are experiencing more stress than previous generations did.

Depression is one of the three main workplace problems for employee assistance professionals.

(Mental Health America)

Aside from stress, depression is a major concern when talking about mental health in the workplace. According to depression stats provided by Mental Health America, depression is one of the three biggest problems for employee assistance professionals, with family crisis and stress being the first two.

Only 43% of US employees think their employers care about their work-life balance.

(APA)

Under half of workers covered by this APA survey from 2011 believed their employers took their work-life balance into consideration. Stats like these indicate how severe the schism between employees and employers is in the US.

Effects of Stress in the Workplace statistics

During 2018, 76% of US workers said that workplace stress affected their personal relationships.

(Korn Ferry)

This is another statistic that demonstrates just how much workplace stress affects other areas of our life. According to research by Korn Ferry, the majority of stressed employees reported that workplace stress has impacted upon their personal relationships in a negative manner.

Stress caused sleep deprivation for 66% of American workers in 2018.

(Korn Ferry)

It goes without saying that stress impacts health. Two-thirds of respondents involved in Korn Ferry’s study said they had trouble sleeping as a consequence of work-related stress. Mental health in the workplace statistics clearly show that this reduces worker productivity and leads to even more stress.

16% of workers have quit their jobs due to stress.

(Korn Ferry)

Increasing amounts of stress create unbearable working conditions for some. Almost every one in six workers (16%) has quit a job as a result of work-related stress.

60% of workers have left a job or would leave one over a bad boss.

(Randstad USA)

As we’ve already mentioned, bosses are the main source of stress at work. When we look at the stress statistics in the workplace provided by Randstad USA, we can see that over half of workers have already quit or would quit their job if they had a bad boss.

31% of surveyed US workers said that being unclear about expectations from supervisors is the most stressful element when experiencing change at work.

(Chicago Tribune)

Of 2,000 respondents who participated in the survey, 620 (31%) said that not being clear about expectations from upper management is the most stressful aspect of undergoing changes at their workplace. Once again, stress workplace statistics confirm that management-worker relations seem to be one of the most prominent factors for workplace stress.

Around 46% of workers are considered joining the gig economy in 2019.

(Randstad USA)

The gig economy is on the rise. Nowadays, more and more workers prefer to work independently, be their own boss, and determine their own schedule. With this in mind, it’s no surprise that a considerable number of workers want to switch over to the gig economy in order to reduce their work-related stress. Randstad USA’s statistics about stress in the workplace reveal that almost half (46%) of surveyed workers considered switching over to the gig economy during 2019.

Workers say that stress and anxiety affect their work productivity and coworker relations more than any other factor.

(ADAA)

One of the most comprehensive surveys concerning stress and anxiety in the workplace comes from the ADAA (Anxiety and Depression Association of America). According to workplace productivity statistics from the ADAA, workers identify workplace productivity (56%) and relationships with coworkers and peers (51%) as being affected the most by stress and anxiety.

51% of US workers are mentally “checked out” at work.

(Gallup)

Gallup’s State of the American Workplace survey looked at how engaged US workers are in the workplace. The study found more than 50% of workers are not engaged at work as a result of stress, leading to a loss of productivity.

41% of stressed workers say stress leads to a loss in productivity.

(Colonial Life)

Stress negatively impacts how we perform and function both in the workplace and in our daily lives. As a recent survey conducted by Colonial Life shows, 41% of workers say stress has caused a drop in work productivity. Furthermore, stress statistics in the workplace also reveal that a third of surveyed employees say stress leads to lower engagement levels at work, while 15% say increasing pressure at work has pushed them into looking for other jobs.

Over a quarter of employees are at risk of burning out in the next 12 months.

(Wrike)

Being under stress for prolonged periods of time can have serious consequences. It sometimes leads to burnout, when someone reaches a tipping point where he or she is unable to work at all. Burning out doesn’t only affect people’s work; it can also lead to serious mental health issues. According to Wrike’s 2019 US workplace stress statistics, if current stress levels don’t change, more than a third of stressed office workers feel they will burn out in the next 12 months.

Women are more likely to handle stress by eating more (46%) and talking with family and friends (44%), while men are more likely to have sex more frequently (19%) and use illicit drugs (12%).

(ADAA)

There are significant differences in how men and women manage stress at the workplace. Women tend to eat more (46% of women compared to 27% of men) and talk with friends and family (44% compared to 21%). On the other hand, men are more likely to have sex more frequently (19% compared to 10%), while 12% of men cope by using illicit drugs, compared to only 2% of women.

Both men and women handle stress by consuming more caffeine (31%), smoking (27%), and exercising more frequently (25%).

(ADAA)

With ever-increasing levels of stress, it's important to look at how we manage when things get tough. As these statistics on workplace stress by the ADAA suggest, the genders have some things in common when it comes to handling stress, although it’s fair to say these aren’t always the healthiest methods. The most common methods are consuming more caffeine (31%), followed by smoking (27%) and exercise (25%).

Only 40% of employees who suffer from stress have talked to their employer about it.

(ADAA)

Statistics for stress in the workplace tell us that most workers don’t feel comfortable reporting stress-related problems at work. Less than half of surveyed employees have told their employers about the work-related stress they’re experiencing.

34% of workers don’t feel safe reporting stress because they think it would be interpreted as a lack of interest or unwillingness to do the activity.

(ADAA)

There are several reasons why workers don’t talking about stress with their employers. The most prominent one is that they think it will be interpreted as a lack of interest or unwillingness to do the activity (34%), followed by fear of being “weak” (31%), then because they worry it will affect promotion opportunities (22%).

Only four in 10 workers who report stress to their employer are offered some kind of help.

(ADAA)

When workers do end up asking for help, the response they receive is not great. Statistics on US stress in the workplace say only 40% of employees are offered help by their employers. Usually this help consists of being referred to a mental health professional (26%) or being offered a stress-management class (22%).

Statistics on the Cost of Workplace Stress

(Center for Workplace Mental Health)

Both the human and financial costs of stress are enormous. Statistics for workplace stress show that around 120,000 people die each year from work-related stress. The cost of stress in the workplace also drains the US budget, resulting in healthcare costs of around $190 billion per year. This represents between 5% and 8% of the total national healthcare spending.

Companies spend around 75% of a worker’s annual salary to cover lost productivity or to replace workers.

(HuffPost)

As previously mentioned, stress leads to a loss of productivity and can drive workers to quit their jobs. Aside from the obvious health costs for workers, stress can seriously impact company budgets. Workplace stress and lost productivity statistics indicate that it can cost up to 75% of a worker’s yearly salary to cover productivity costs or to hire new workers.

Workers who take sick days due to mental health issues are seven times more likely to have further absences than those with physical health problems.

(Mental Health Foundation)

Depression in the workplace statistics from 2016 research by the UK Mental Health Foundation highlight just how much stress affects the workforce. According to this data, if a worker takes a sick day due to stress or other mental health issues, they are seven times more likely to take additional sick days than a worker with physical issues.

Stress causes around one million workers to miss work every day.

(American Institute of Stress)

Work-related stress causes a whopping one million workers to call in sick daily. When tied in with the costs of absenteeism, we can begin to understand how heavily workplace stress affects our economy.

The annual cost of lost productivity due to absenteeism tied to poor health was more than $84 billion in 2013.

(Gallup)

The cost of absenteeism to the general US economy is immense. Stress related illness statistics reveal that in 2013 alone, the cost of lost productivity due to being away from work was over $84 billion.

Over 20% of workers spend more than five hours of office time weekly thinking about their stressors and their worries.

(Colonial Life)

Stress not only affects productivity by worsening the quality and rate of work performed; it also takes up a significant portion of employees’ work time. More than 20% of workers involved in a 2016 Colonial Life survey said that they spend more than five hours weekly thinking about what stresses them.

80% of US employees spend 12-20 hours per month dealing with financial concerns at work.

(IFEBP)

United States stress statistics gathered by Benefits magazine show that stress can travel both ways in terms of work-life balance. Just as work-related stress carries over to our personal lives, so too does stress stemming from our personal life affect our work. The majority of US employees (80%) spend anywhere from 12 to 20 hours per month thinking about financial worries.

Depression leads to $51 billion in costs due to absenteeism and $26 billion in treatment costs.

(Mental Health America)

When left untreated, depression is as costly as AIDS or heart disease. Back in 2000, the annual cost of depression in terms of productivity and treatment was $51 billion and $26 billion respectively. This figure has surely risen since, given the increasing number of people who are experiencing mental health issues.

To Conclude

What do the stats tell us? Well, it’s bad out there. We’re progressively getting more stressed at work. Our bosses annoy us, there’s too much work, and time is short. And when things get out of control, the human and financial costs of work-related stress are horrific. These rising levels of stress at work are closely connected to shifts in the global economy that have resulted in decreased financial and job security. This explains why so many people are switching over to the gig economy.

So, what can be done? First of all, employee-employer relations need to improve. Workers believe that employers expect too much of them and they feel they can’t talk about their work-related stress in the office. Employers also need to pay more attention to mental health issues among their employees. As our workplace stress statistics have shown, if things don’t improve, workers in the US and abroad have a grim future ahead of them.

Frequently Asked Questions
What is stress in a workplace?

Workplace stress refers to harmful mental and physical duress caused by various factors at work. When we look at stress in the workplace statistics over the years, we can see that workplace stress can lead to anxiety, depression, and other serious mental issues.

What causes stress at work?

The most common causes of stress at work are strained relations between employees and bosses or managers, as well as workload and deadlines. All of these contribute to general employee stress levels.

How does stress affect productivity?

As our stats show, some people are motivated by stress, but for the majority of workers it causes a drop in productivity. Stress causes employees to lose precious office time thinking about their worries, the quality of their work worsens, and they sometimes have to take sick days.

What are the signs of stress in the workplace?

According to employee assistance professionals, the warning signs of stress include taking sick days, requesting pay advancements, and resolving personal problems while at work.

What relationships at work could trigger stress?

Relationships with the boss, upper management, and peers can all cause stress in the workplace. As we’ve mentioned, the employee-boss relationship is the biggest source of stress for workers.

How do I stop stressing at work?

You should identify your stressors, develop professional and healthy responses for them, find ways to relax, and consider talking to a health professional. We believe these are the best possible options when looking at how to handle stress at work.

What are the risks of stress in the workplace?

Workplace stress statistics show that stress can lead to a loss of productivity, burning out, and confrontations at work. If left untreated it can cause depression, anxiety, and other serious mental health issues.

Sources

About the author

Damjan won’t tell you how to run your business, but he will try to advise you on how to save your money and avoid financial ruin. As a staff writer at SmallBizGenius, he focuses on finding the most consumer-friendly services available and provides advice to both established and fledgling businesses out there.

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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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