Customer wait time has reduced by 53% this year


Customer wait time has reduced by 53% this year: India’s leading provider of on-demand cloud communication/telephony solutions, has unveiled interesting insights pertaining to the call center industry in the backdrop of lockdown enforced due to COVID-19.

 

This study is an analysis of a sample set of 150 million calls made on Ozonetel’s CloudAgent platform by nearly 76659 active agents in 2020. The analysis covers both in-bound and outbound calls made on Ozonetel’s platform across various verticals, including ecommerce, food, healthcare, insurance, Ed-tech & real estate call centers. The study also includes how COVID-19 affected customer experience and call center performance.

 

Key findings of the report:

 

Callers had to wait less. 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 reveals that on an average a caller waited 37 seconds to get connected to a live agent. This is a drastic improvement of 53% against the 2019 average of 79 seconds. During the lockdown in 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, Ed-tech and insurance reported highest queue time of average 51.6 seconds. Interestingly, in the new normal during October to December quarter, e-commerce improved on this parameter and along with healthcare and food delivery reported lowest wait time for customers with an average 25.6 seconds.

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