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Industry Research : Customer Wait Time on Calls Reduced by 53%

#contactcenterworld, @ozonetel_kookoo

Customers calling in to call centre service had to wait less in 2020.

A study undertaken by Ozonetel, a provider of on-demand cloud communications/telephony solutions, found out that on an average, a caller waited 37 seconds to get connected to a live agent -- a drastic improvement of 53% against the 2019 average of 79 seconds.

Ozonetel analysed a sample set of 150 million calls made on Ozonetel’s CloudAgent platform by nearly 76,659 active agents in 2020.

During the April to June quarter, real estate, food delivery and healthcare reported lowest queue time with an average 25.6 seconds. On the other hand, sectors such as e-commerce, edtech and insurance reported the highest queue time of average 51.6 seconds.

"This year, the improvement in queue times is likely due to businesses ensuring they had a sufficient number of agents to handle calls. The spike during the pandemic was mostly in sectors that faced a sudden spike in call volumes. Today, most queue times have reverted to their pre pandemic levels," Ozonetel said.

However, the average time a call centre agent took to answer inbound calls in 2020 was reported at eight seconds against the 2019 average of 3.5 seconds as many agents were forced to switch to work from home, and some in countries like India had to a caller waited 37 seconds to get connected to a live agent - a drastic improvement of 53% against the 2019 average ... seconds. use their PSTN lines to answer calls.

Customers were also more impatient in the year. 15% is the average percentage of calls that callers disconnected before being routed to an agent in 2020 as compared to 12% in 2019.

"While Covid-19 is still at large, customer experience has never been more important. Needless to say, the year was incredibly difficult for call centers, but as they say, the show must go on, Covid or no Covid," Chaitanya Chokkareddy, Chief Innovation Officer, Ozonetel said.

#contactcenterworld, @ozonetel_kookoo

Posted by Veronica Silva Cusi, news correspondent
Source: https://timesofindia.indiatimes.com


About Ozonetel Systems:
Company LogoOzonetel Systems is a Hyderabad-headquartered cloud telephony services firm.
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Today's Tip of the Day - Play Your Agents Their Calls

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

Published: Wednesday, January 6, 2021

Printer Friendly Version Printer friendly version

2021 Buyers Guide Help Desk Software

 
1.) 
eGain Corporation

eGain CallTrack™
eGain CallTrack™ is a dynamic call tracking and case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain Solve™ suite, the unified customer engagement and knowledge management software suite, which helps businesses transform their traditional call centers into omnichannel customer engagement hubs. eGain CallTrack will enable you to track, manage and resolve cases and maintain service level agreements (SLA), across channels.

2.) 
Knowmax

Knowmax
Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.
PH: +91 9702626568

3.) 
Nuxiba Technologies

CenterWare
Nuxiba's Help Desk Software is ideal for delivering top-level contact help desk services. It not only tailors to your existing technology resources but also allows you to set staff priorities that forward clients to the most knowledgeable agents.

Give personalized assistance, and analyze performance with our real-time monitoring, recording, and reports. Integrate Salesforce or VTiger CRM systems, be TCPA compliant, protect your cardholder's data during calls, and more!

Request a quote or demo today and start the journey to increase your first-contact resolution percentages in less than three months!

4.) 
OneDesk

OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.
PH: (514) 731-6878
 

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