Keeping track of call center statistics and metrics is key to improving your productivity, profitability, and customer satisfaction.
In this article, we’ll highlight the top 40 call center stats 2021 that you need to monitor in 2022.
We’ll also cover the 10 metrics you need to track to ensure that your call center management runs smoothly. We’ll show you how each KPI can affect your service experience and what you need to do to remain productive.
This Article Contains:
(Click on the links below to jump to a specific section)
- Why You Need To Track Call Center Statistics
- Top 40 Call Center Stats 2021
- Why You Need To Measure Call Center Metrics
- The Best Call Center Metrics To Track Today
Let’s get started.
Why You Need To Track Call Center Statistics
Tracking call center statistics is a good way to keep up with changing trends in the industry.
You can identify the customer expectations and structure your services accordingly. It enables your customer service team to keep up with changing customer needs and deliver good customer service.
Call center statistics also give you a glimpse into what you can expect from the future.
You’ll be able to identify changing trends and future-proof your work processes. Following the call center statistic will ensure that you’re always ahead of the curve and have one step over your competitors.
Top 40 Call Center Stats 2021
These customer service statistics highlight how businesses are adapting to modern needs. They also give you a good idea of what the future holds for call centers.
A) Call Center Customer Statistics
Knowing what your customers want helps you satisfy their needs immediately. If you want them to have a positive experience, you’ll have to address their needs and concerns directly.
1. 54% of consumers feel that companies need to develop more innovative ideas for customer engagement.
2. 50% of the customers feel that there is a major need for improvements in the customer service and support offered by most companies.
3. 68% of customers expect the customer service team to demonstrate empathy.
4. 43% of customers prefer call centers and contact centers that offer bots to simplify customer service.
5. 60% of customers are open to using AI in customer engagement as it plays a significant role in resolving customer issues promptly.
6. 88% of the customers are more likely to share their online feedback about customer service experiences they’ve had.
7. 86% of the customers are highly research-driven and make more informed choices than they did before 2020.
8. 93% of customer service teams believe that customer expectations are higher than before.
9. 88% of customers expect companies to accelerate digital initiatives due to the COVID pandemic.
10. 79% of the consumers believe that the experience a company provides is as important as its product or services. It reflects the growing demand for customer engagement.
11. 69% of customers expect more digital and personalized experiences from companies while getting products or services.
12. 44% of the customers feel that businesses need to incorporate technological solutions to make the customer’s life easier.
13. Nearly 58% of consumers will end ties with a brand or business due to poor customer service.
What do these stats mean?
Almost every customer service statistic above shows that customers have raised their service standards. They no longer want to settle for a poor customer service experience.
And since consumers value the convenience and speed offered by various digital channels (chat, email, SMS, social media, messaging apps, and more), call centers aim to leverage the digital platform to improve customer experience.
Call centers and contact centers must provide top-notch service facilities to survive in 2022 and build brand loyalty. Making customers feel that you value their time can do wonders for your success today.
B) Statistics On How Businesses Are Improving Their Call centers
Modern call centers are not what they used to be 20 years ago. Today customers prefer engaging with a customer service agent over omnichannel customer channels like social media, live chat, and email instead of calls.
Here are a few findings from HubSpot’s 2020 Report on how businesses are improving their call center workflows and customer service strategy:
1. There’s been a 4% increase across the board in the number of businesses tracking customer satisfaction. It indicates the organization’s efforts to improve the customer service strategy and take customer feedback seriously.
2. 52% of the call centers monitor online reviews and social media platforms to assess customer satisfaction.
3. There’s been a 6% increase in the number of companies that track NPS (Net Promoter Score) to measure the customer satisfaction score. It helps them minimize bad customer service experiences.
4. More companies are implementing a brand advocacy program – 5% more than the previous year. By incentivizing customers to talk positively about their call centers, companies gain a solid foothold in the market and build customer loyalty.
5. As per the current statistic, 67% of the companies have shown tremendous growth and business potential by collecting customer feedback. Excellent customer service feedback plays a crucial role in elevating any call center’s brand value.
6. 29% of all businesses have installed live chat software to improve customer support and reduce the agent workload. 90% found it helpful in streamlining the call center operation.
7. 48% of customer service teams feel that creating a great customer experience is their topmost priority and the key to generating more revenue.
8. 45% of customer service teams believe that focusing on customer retention strategies should be their second most crucial work priority.
9. 17% of customer service teams think implementing a customer feedback program is among their top 10 priorities.
10. 42% of all businesses have incorporated a help desk system to improve customer experience and journey. 86% of those companies believe that it boosts work productivity and builds customer loyalty.
11. 40% of businesses are incorporating self-service functionalities like a knowledge base or FAQs section to resolve customer queries more efficiently.
12. 32% of all businesses are deploying a CRM system at the call centers to boost sales and enhance relationships with existing customers.
13. 28% of all businesses are using the ticketing system to streamline customer queries and facilitate better workflow.
14. Call centers are increasingly implementing the omnichannel communication strategy. As per the 2019 Omnichannel Marketing Automation Statistics Report, marketers attain a 90% higher customer retention rate through omnichannel communication than a single channel.
What do these stats mean?
The focus of call centers has shifted from just revenue and agent productivity to customer satisfaction. Businesses now rely on customer feedback to improve their performance and generate brand loyalty. They access call center analytics to accurately assess the customer data and uncover valuable insights about their needs and preferences.
With changing call center trends, voice interactions are now on the decline. Traditional telemarketing call centers are exploring other channels like social media, live chat, and emails to engage more customers. There will be an increase in the usage of digital channels, paving the way for an omnichannel customer service strategy.
C) Statistics On The Future Of Call Centers
Call center software is changing the way we deal with customer interactions.
A modern cloud-based contact center has software like speech recognition, machine learning, and live chat to optimize customer interaction.
Here’s a look at some statistics on what to expect in the future.
1. The 2020 Statista Report states that 87% of global organizations believe that AI will give them a competitive advantage. Call centers and contact centers will continue using AI for the automation of repetitive tasks related to customer service.
2. Call centers based on cloud communication can help you deliver 24X7 customer service. The 2020 Fortune Business Insights Report predicts the global cloud market to grow from $76.43 billion in 2021 to $390.33 billion in 2028.
3. According to a 2020 Survey by Vox Media, 90% of North American businesses are likely to spend more on video conferencing in 2022 to improve the customer experience.
4. The 2020 InterraIT Report reveals that 47% of organizations worldwide will use chatbots to simplify the customer journey, and around 40% will deploy virtual assistants.
5. The 2021 Accenture Study on The Future Of Customer Conversation indicates AI and other emerging technologies will handle 70% of customer interactions by 2022.
6. As per the 2020 Market Study, 66% of call center businesses are looking forward to investing in advanced analytics to provide a better customer journey.
7. Call centers will continue using social media as a mainstream customer support channel. In fact, the 2020 Statista Report shows the number of social media users will increase to almost 4.41 billion in 2025.
8. Contact Center as a Service (CCaaS) is a cloud-based customer experience solution increasingly deployed in call centers. According to the Gartner Press Release 2021, organizations will adopt it more widely to reduce IT and support costs. It allows call centers to buy the technology for fulfilling their business needs and customer expectations from a vendor or software provider.
Here are a few more call center statistics from The State Of The Contact Center 2020 Report by Fonolo.
1. Call center managers are increasingly seeing the value of digital communication channels (social media, text messages, webchat), and this trend will continue.
2. Call center agents are expecting increased inquiries via social media, intelligent virtual
assistants, and IVR systems, but reduced inquiries through SMS.
3. Data analytics and AI integrations will effectively help call centers design and deliver a great customer experience.
4. More than 50% of the call centers expect the demand for artificial intelligence to grow in the next few years.
5. Nearly 33% of call center employees feel that their company’s outsourcing footprint will increase in the future to tackle the problem of agent attrition.
What do these stats mean?
These stats predict that the call center industry will expand beyond inbound and outbound calls. More than half of all customer interaction will happen through non-voice channels, so telemarketing call centers will have to modify their service strategy.
AI will help you improve agent performance through intelligent call routing and improved call analytics. Social media and analytics will also play significant roles in the future to help consumers resolve issues quickly and fix bad customer service experiences.
They are also considering outsourcing call center operations to minimize company costs and maximize agent efficiency.
The bottom line being customer satisfaction will still be the key focus of call centers from now on.
Why You Need To Measure Call Center Metrics
Performance indicators help you understand what’s going on in your outbound and inbound call center. You need to know how profitable your calls are and how successful those interactions are.
A call center supervisor must find the best solution to reduce costs, improve customer retention, and increase conversion rate. You’ll need to measure the productivity of your customer service agent to ensure that you’re meeting expectations.
Treat each of these call center metrics as a KPI (Key Performance Indicators) and use them to gauge how successful your call center management is.
The Best Call Center Metrics To Track Today
Here are the best call center metrics that you should be tracking to measure agent productivity and improve customer service quality.
1) Average Call Abandonment Rate
You want to provide great customer support, but how is that possible when your customers disconnect before reaching an agent?
As per the 2021 Talkdesk Global Contact Center KPI Benchmarking Report, the average call abandonment rate of most call centers is 12%.
Call abandonment usually happens when customers are put on hold for too long. When you increase the hold time of the customer, you make them feel unappreciated and increase the chances of abandoned calls. In other words, you’re delivering a poor customer experience.
Call abandonment causes your customer to lose faith in your organization and costs your service representatives the opportunity to help them. A higher number of abandoned calls will also harm your customer retention rates.
That’s why the average call abandonment rate is one of the most critical performance metrics to determine agent performance.
2) Percentage of Blocked Calls
A blocked call occurs when your caller gets a busy tone. More blocked calls mean fewer opportunities for your customer service representative.
But why does this occur?
Usually, it’s because you have an inadequate number of agents who cannot attend to every phone call. Alternatively, your agents could be spending too much time on each phone call.
So as a call center manager, you need to increase the number of service representatives per shift. You can also set guidelines for talk time to ensure that your agents are efficient. It will help reduce the number of customers being turned down and increase your customer retention rates.
3) Average Time in Queue
Average time in queue refers to your customer’s wait time before reaching an agent. This metric is directly related to your customer experience and customer retention rates. Long wait times usually result in a negative customer experience.
As per the Zendesk Customer Experience Trends 2020 Report, nearly 60% of customers feel that a long wait time is the most frustrating aspect of any service experience.
So you may consider telling your call team to improve their time management to reduce your customers’ wait time.
Alternatively, consider investing in a callback system so that your customers will not have to waste their time in the queue.
4) Service Level
The service level of an outbound or inbound call center is the percentage of incoming calls answered within a certain period of time. These key performance indicators determine if a particular customer service representative deals with calls quickly. It is also essential because customers appreciate an immediate response time.
Most contact centers set this target service level as a ratio. For example, an 80/30 call center service level means your agents try to answer 80% of all calls within 30 seconds.
Download a sample call center service level agreement template and customize it as per your business needs.
5) Average Speed of Answer (ASA)
This is an important quality assurance metric that you can use to analyze the productivity of your call center agent. The faster your response time, the better the customer experience will be.
The shorter your ASA, the higher your service level. If your average speed of answer is high, your service representatives need to improve their efficiency in receiving the incoming calls. Once your agents improve their schedule adherence, you can efficiently resolve this issue.
6) Average Handle Time (AHT)
Average Handle Time is a vital call center metric to measure call center productivity. It’s the average talk time an agent spends on each customer call (inbound call or outbound call).
An agent’s handle time is usually compared to a pre-set handle time range. If an agent continuously exceeds this range when handling a call, he may be struggling to respond to customer requests.
On the other hand, if an agent continuously falls short of the talk time range, he may be rushing through the call. Both situations deserve attention to ensure that your customer retention rates don’t drop and you don’t end up delivering a poor customer experience.
Explore everything about average handle time and seven ways to optimize it.
7) Average After-Call Work Time
Often a call center agent is left with after-call work, like writing call notes, updating data in a CRM, or sending an email to the caller.
The call center manager must set a specific time for agents to work on this relevant after-call paperwork. However, if your agents spend too long on this, they could waste potential time spent on calls.
Using a time tracking tool like Time Doctor will help here. Your employees can easily log the time they spend on after-call work to ensure they’re not exceeding the guidelines. All they have to do is start the timer when they start work and pause it when they’re done.
As Time Doctor is accurate to the second, you’ll have a real-time record of how long each agent spends on after-call work.
It allows agents to track their performance and learn where they can improve. This, in turn, can increase employee engagement in your call center and help you generate more revenue.
8) First Call Resolution (FCR)
First Contact Resolution or the FCR rate is one of the most vital KPIs to assess your call center performance. It measures if customer issues were resolved the first time they reached out or if they had to call back repeatedly.
Nearly 60% of the customers agree that faster issue resolution (or a higher FCR rate) is the most important aspect of good customer service.
This metric also measures if the incoming call was transferred or handed to a supervisor for resolution. Keeping First Contact Resolution (FCR) rates high is crucial to ensure higher customer satisfaction and lowered costs.
9) Occupancy Rate
Occupancy rate refers to how long your agents are involved in work-related activities. If an agent is engaged in work activity for 7 hours in an 8-hour workday, their occupancy rate is 7/8.
A low occupancy rate indicates increasing unproductive work. Keeping a check on agents’ schedule adherence can help maintain efficient work processes.
It also helps you understand how much time they are dedicating over an inbound call or outbound call, or any other call center operation.
You can use Time Doctor’s reports to keep a check on where your employees are spending their time:
1. Hours Tracked Report
What it shows:
The total hours worked by your agents per day over a given time period.
How to use it:
It’s a good way to check if your employees are putting in the recommended number of hours daily, weekly, or monthly.
2. Timeline Report
What it shows:
A breakdown of all the tasks your agents worked on over a given period. You can see which tasks were worked on and how much time was spent on them. In other words, you can easily track the agent productivity.
How to use it:
This report can quickly identify how much time each employee spends on different tasks such as after-call work.
3. Web and App Usage Report
What it shows:
This report breaks down every site and app accessed by an employee during work hours. It also logs how much time they spent on each site or app.
How to use it:
Use this report to verify if your employees only spend time on work-related sites and apps. It makes it easy to identify if an employee is accessing unproductive sites like social media, like Twitter and Facebook, during work hours.
4. Activity Summary Report
What it shows:
It shows you each employee’s active seconds, minutes, unproductive, mobile, and manual team for a given period.
How to use it:
You can use this report to determine any productivity issues in your organization and compare the performance of employees who do similar tasks.
10) Customer Satisfaction
The goal of measuring all the earlier performance indicators is to provide your customers with a better customer experience.
78% of customers agree on choosing a company again – even if the company has failed to deliver in the past – if they were extremely satisfied with their customer service and empathetic approach.
That’s why customer satisfaction is the ultimate KPI to measure call center performance.
Customer service is changing, and with it, so is the call center industry.
Your company needs to provide customers with great customer service across various platforms to survive in 2022. Tracking the metrics we mentioned is a good way to ensure that your company is satisfying customer wants and needs.
And with software like Time Doctor, you can monitor your agents and effectively deal with customer concerns and stay productive throughout the day.
Lauren Soucy is the VP of Marketing for Time Doctor, the world’s leading time tracking and productivity software. She has 15+ years of experience in marketing at fast-paced companies. Her first passion is SEO, she can’t start her day without coffee, and she enjoys spending time at the beach with her two boys and her husband.