The statistics library
499 sourced numbers on customer support
The figures cited across reports, landscape guides, benchmarks, and dispatches — each traceable to its linked source and context. Repeated figures stay separate when their publication context differs. Copy a citation or share a number straight to LinkedIn.
499 numbers
Above 10%
8-9%
2% tracked vs 14% actual
80% of calls answered within 20 seconds (80/20)
90% of calls within 15 seconds (90/15)
80% of chats answered within 20 seconds
100% of emails within 24 hours (top performers: 80% within 15 minutes)
78-85% within the target time (a band, not a fixed point)
90% of calls within 10 seconds (90/10)
70% of calls within 30 seconds (70/30)
9.98%
18.69%
7.64%
27.52%
26.29%
~15% (long tail from 4-8% up to 40%+)
20-25%
40-50%
10-30% (good); >30% (excellent)
Under 5%
5-12%
Over 20%
6-12%
Under 15%
Under 10%
Under 5%
17.5% (record high)
15.1%
101%
~101%
108%
102%
97% (bottom quartile) to 111% (top quartile)
118%
108%
97%
5-15%
8-9%
< 10%
> 20% (red flag)
≤ 15%
≤ 12%
≤ 7%
28% → < 12% (after IVR fix)
4-8 months
2-8 months
2-4 weeks
60 days → 15 days
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