The statistics library
391 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.
391 numbers
2-3
Up to 4
4-6
2-6
Up to 4
5-10%
10-15%
60-90%
20-40%
70-90%
70-80% typical; 89-92% leaders
50-70%
65-85%
76% (autonomous resolution)
10-15%
5-8%
25-30%
22-28%
18-24%
14-20%
8-12%
22% (median)
< 10%
75-85%
83.3%
70-80%
80-90%
85-95%
70-75%
80-85%
75-85% for voice; lower for concurrent chat
Above 90% (95%+ = turnover imminent)
5.4%
3.1%
Below 5%
6-10%
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%
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