Customer Wait Time Has Reduced By 53% This Year: Ozonetel Study
Technuter This study is an analysis of a sample set of 150 millioncalls made on Ozonetel’s CloudAgent platform by nearly76659active 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 connect...
Source: technuter.com