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Industry Research : Call Centres' Response Quicker, Better this Year as Demand Surges: Study

#contactcenterworld, @ozonetel_kookoo

Indian call centres are responding faster, connecting faster, and answering and resolving more issues compared to 2020, a study by Ozonetel has found, indicating that the back-office system coped fine with the sudden surge in demand during the coronavirus.

The report analysed a sample set of 24 million calls made on Ozonetel’s CloudAgent platform by active agents in 2021. It covers both in-bound and outbound calls made on Ozonetel’s platform across various verticals including Ecommerce- Groceries, Ecommerce D2C, Restaurants, Insurance, Fintech, & Financial services, Banking & Broking, Healthcare and Pharma and Real Estate call centres.

In outbound calling, may calls dial to busy lines, or go unanswered. Average connection rates indicate how many calls are connected to a contact. The average connection rate this year saw a drastic uptick to 47 per cent as compared to 38 per cent in 2020.

When answer rates increase, it generally indicates an agent is reaching out to the right people and the right time. Another reason could be the implementation of appropriate technology by businesses like Truecaller integration, which shows the prospects the reason of calling them even before they pick the call. This ensures higher customer attention and lower rejection/ ignorance of unknown calls.

Average agent-speed of answer or pick-up time is the average time a call centre agent takes to answer inbound calls. The average agent speed of answer in 2021 was at 8 seconds, the same as in 2020.

This includes the duration for which the agent’s phone rings but does not include the time the caller spends in the IVR or waiting in queue.

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This year, even during the second wave of the coronavirus, call centres were more prepared and equipped to handle the sudden surge in demand. The stability of the overall average pick up time by the call centre, indicates the consistent availability of agents at all times.

Average talk time indicates the time an agent spends talking to a caller on an average. In 2021, this number is 3.7 minutes, which is nearly the same as of 2020.

‘Wrap Time’ typically affects how fast call center agents can attend to the next call which affects queue wait time and productivity. There has been a decrease in this time, from 45 seconds in 2020 to 41 seconds in 2021.

The decrease in wrap time indicates that agents are able to find an appropriate disposition code to tag the conversation and schedule quick follow ups through calls or SMS.

However, the average wrap time reported in 2019 was 25 seconds. This shows that though there is an improvement from last year, the call centre managers may still need to work on this parameter to go back to the pre-pandemic status.

"Hold Time," or the average time an agent puts a customer on hold, either to route it to other agent or check on the queries, decreased to 11 seconds as compared to 13 seconds in 2020.

From the customer standpoint, callers had to wait longer. The "Average Time in Queue’ is the amount of time callers have to wait in queue before they are connected to representatives.

This is an important customer experience metric, as the longer customers wait the less satisfied they are likely to be.

Ozonetel’s report found that on an average a caller waited 46 seconds to get connected to a live agent as opposed to 37 seconds in 2020.

This meant that abandonment rates were also higher. The "Abandonment Rate" was, in average, 28 per cent calls disconnected before being routed to an agent in 2021 as compared to 15 per cent in 2020.

This indicates customers have become more impatient and expect faster service than before.

"Given the challenging atmosphere of 2021, brands had to work really hard to ensure client satisfaction. The sectors that are doing well under different parameters, are the ones adapting to technological advancements quickly and creating omnichannel touchpoints. We have been doing this study annually and every year it uncovers many interesting insights and learning for us and our customers," said Chaitanya Chokkareddy, Chief Innovation Officer, Ozonetel.

#contactcenterworld, @ozonetel_kookoo

Posted by Veronica Silva Cusi, news correspondent

About Ozonetel Systems:
Company LogoOzonetel Systems is a Hyderabad-headquartered cloud telephony services firm.
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Today's Tip of the Day - Research Before You Buy

Read today's tip or listen to it on podcast.

Published: Wednesday, January 12, 2022

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2021 Buyers Guide Computer Telephony Integration

Premium Listing
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

AMC Technology

DaVinci provides Computer Telephony Integration (CTI) to a library of pre-built applications + UXiPaaS (User Experience Integration Platform as a Service) built specifically for contact centers. As contact center needs evolve, organizations need to have access to extend or create new functionality, without waiting to be a part of a software roadmap. Get the benefits of CTI within your CRM like screen pop, click-to-dial, screen transfer, speed dial and more, but future-proof your contact center so you can expand and integrate how and when you want.

ComSys S.A.

CLink for CRM and Call Center Integration
CLink by Comsys is a middleware that connects in real-time the CRM and the contact center applications. CLink enhances the CRM with interaction management capabilities from the contact center that allow agents to work more productively across all communication channels.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect Software®, and Microsoft® for the delivery of innovative interaction management and contact center optimization solutions.

Consilium Software

Consilium UniAgent™
Today’s call centers need their agents to work more naturally, and respond better and faster. Here, we talk about the innovations Consilium has made with the latest desktop and mobile agent releases of the UniAgent™ CRM connector. From small enterprises to Fortune 500 companies and governments across 110 countries, UniAgent™ comes into action right at the moment of reckoning, making every contact center experience engaging and personalized, powered by simplified customer identification and anticipating customer needs.
UniAgent™ provides CRM integrations between all the Cisco contact center solutions (UCCX, PCCE, UCCE and HCS-CC) and over 20 CRMs, such as Salesforce, Microsoft Dynamics 365...
(read more)

IntraNext Systems

IntraNext Systems develops agent efficiency tools and data security software solutions for medium-to-large contact centers. Our Event Intelligence® Platform solutions include SmartCTI™, iGuard®, and SmartSIP™. SmartSIP is based on our patented SIP layer technology and provides a DTMF masking solution for VoIP environments.


CRM integration
We know how important it is for a business to obtain data from its customers and to manage them effectively, so we help small to large companies by integrating their CRM with the Virtual Switchboard.

This type of integration will simplify the work of your team and improve the management performance of the contact list and its information.


NovelVox CTI Connector
NextGen Cisco Finesse, Genesys & Avaya Embedded CTI Connectors for Salesforce, Microsoft Dynamics, ServiceNow, Zendesk & more.


What is PhoneIQ?
PhoneIQ is the modern cloud phone system and contact center platform built exclusively for companies on Salesforce. Our all-in-one cloud communications platform brings together power dialing, local presence, voicemail drop, Salesforce call routing, call recording and a complete PBX replacement that lives within your CRM. With support for desktop, mobile, and desk phones, PhoneIQ works seamlessly at the office or remote, logging all interactions in Salesforce and generating reports in real-time.

Best For
Companies using Salesforce and looking for a phone system, dialer, or contact center software that provides deep integration capabilities with their CRM and expert Salesforce support.

Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS - a robust contact/ call center software that helps organizations provide a seamless customer experience across all channels in the customer service journey. All interactions from various channels come to a single unified queue on the InterDialog platform. With unified view agents get to see all historical interactions , enabling him to give a resolution quickly. InterDialog UCCS is a comprehensive Contact/Call Center Software with robust CTI, Unified Q ( ACD), Reporting, Unified Agent Management, Administrator, Supervisor - Monitoring (Pmonitor)

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