Call Centers worked a lot harder this year to Satisfy Customers
Study of 250 million calls uncovers the state of the call center in 2019
Kolkata, December 12, 2019: A study was undertaken by Ozonetel, India’s leading provider of on-demand cloud communication/telephony solutions, has unveiled interesting insights pertaining to the call center industry.
This study is an analysis of a sample set of 250 million calls made on Ozonetel’s CloudAgent platform by nearly 60,000 active agents in 2019. The analysis covers both in-bound and outbound calls made on Ozonetel’s platform across various verticals, including education, real estate, travel, finance, ecommerce, food & restaurants, pharma and banking.
Key findings of the report:
· Lesser wait time for customers: For many years, call centers have followed the 80-20 rule that is 80% of the calls should be answered in 20 seconds or less. This has been an industry benchmark for call center service levels. But, according to Ozonetel’s report, most industries now exceed this standard. The report reveals an average service level of 93%. This means that most of the call center agents answered 93% of the calls within 20 seconds or less. This improved service level is due to better call routing and sophisticated distribution tools adopted within call centers.
· Quicker response from agents: The average speed of answer in 2019 has been reported at 3.5 seconds against the 2018 average of 6 seconds.Average speed of answer is the average time a call center agent takes to answer inbound calls. (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.) Faster pick-up implies lesser wait time for customers. This significantly enhances customer experience. Many call centers have adopted the auto-answering feature to quicken agent response time.
· Improved agent efficiency: Wrap time affects how fast call center agents can attend to the next call and affects queue wait time and productivity. There has been a drop in After Call Work, from 29 seconds last year to 25 seconds this year. International Call Centers have shown an even bigger improvement with average wrap time reduced to 15 seconds.
· Longer breaks for agents: Agents continue to work hard, with marginally longer breaks. Agents login 7.5 hours per day on an average, taking breaks for an average of 67 seconds. This means that they are answering or wrapping calls for nearly 85% of their workday.
· Outbound dialling: On average, across outbound call centers, agents dial 90 calls and speak to 42 contacts per day. Many of these call centers have improved their dials per agent by switching from manual dialing to power and predictive dialers. They can further improve the answer rates by improving data quality and experimenting with call timings.
Speaking about improved customer experience, Chaitanya Chokkareddy, Chief Innovation Officer, Ozonetel said, “We have analysed various metrics to determine and understand trends in customer experience as well as agent efficiency. We believe this report has value as a benchmarking index for the industry: call center agents, managers, and businesses.
As customer support becomes an increasingly omni-channel play, right tech integrations can help contact centers add more value to businesses. For instance, integrating WhatsApp into your contact centre platform can be a game-changer in your customer support efforts. Ozonetel is constantly developing holistic solutions to provide seamless experience for both the customer and the call center agent.”