80% of calls answered within 20 seconds represent the global metric for service level in a call center, while the average speed to answer is around 28 seconds.

Statistic Info

Speed is a necessity when you’re trying to satisfy your customers. If they’re waiting a long time at any point in their experience with your company, you will leave them with a negative impression.

Author: Cloudtalk

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Contact Center Solutions

When callers aren’t transferred, 49% of people feel relieved, 37% feel their business is valued, 34% are more inclined to complete a purchase.

80% of calls answered within 20 seconds represent the global metric for service level in a call center, while the average speed to answer is around 28 seconds.

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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.

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88% of customers expect companies to accelerate digital initiatives due to the COVID pandemic.

Live chat increases conversion rates by nearly 4%

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Reducing operating costs and/or boosting productivity is the #1 the top priority for contact center leaders

44% of customers get annoyed, irritated, or angry when on hold for 5-15 minutes

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Customer service employees see a 34% rise in productivity when using Salesforce.

88% of Fortune 100 companies use at least one Salesforce app.

Companies that switch to Salesforce CRM see a 25% revenue increase on average.

CRM systems have the potential to increase revenue by 29%.

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32% of customers will walk away from a brand they love after a single bad experience.

PWC found that the number of companies investing in the omni-channel experience has jumped from 20% to more than 80%

Companies with highly engaged employees outperform their competitors by 147%

51% of consumers feel it is important to get a personalized experience across all digital channels within a brand.

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