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The analysis covered 250 million calls made by about 60,000 agents on the Ozonetel CloudAgent platform. It covers both incoming and outgoing calls across industry verticals. The average speed of answer, or how long the call centre agent takes to answer inbound calls, in 2019 has been reported at 3.5 seconds against the 2018 average of 6 seconds. Many call centers have adopted the auto-answering feature to quicken agent response time.
There was also improved agent efficiency, with a drop in ‘after call work’ from 29 seconds last year to 25 seconds this year. International call centres have shown an even bigger improvement with average wrap time reduced to 15 seconds.
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 centre agents, managers, and businesses.”
The report found that agents were answering or wrapping calls for nearly 85% of their work day, with an average login time of 7.5 hours a day with average breaks of 67 seconds.
On average, across outbound call centres, agents dial 90 calls and speak to 42 contacts per day. Many of these call centres 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.
“As customer support becomes an increasingly omni-channel play, right tech integrations can help contact centres add more value to businesses. For instance, integrating WhatsApp into your contact centre platform can be a game-changer in your customer support efforts,” said Chokkareddy.
Ozonetel is a leading CCaaS (Contact Centre as a Service) player, creating and deploying cloud contact centre solutions globally. The company has over 1,000 enterprise clients across US, India, and UAE.
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