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.
Posted by Veronica Silva Cusi, news correspondent
About Ozonetel Systems:
Ozonetel Systems is a Hyderabad-headquartered cloud telephony services firm.
Published: Wednesday, January 6, 2021
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