Call centres' response time to customers dipped in 2022, says report

Period taken to connect to business representative increased to 56 seconds, from 45 seconds in 2021

Indian call centres this year, as the number of Covid-19 cases slowed down, saw performance declining in parameters like response time, connecting and time to wrap calls, said a report on Monday.

Ozonetel, which provides omnichannel customer communication services, prepared the report after analysing 22 million calls made on its platform by 160,000 agents. The report covered inbound and outbound contact center calls in e-commerce, restaurants and food delivery, insurance, fintech, banking, healthcare and pharmaceuticals, real estate, and logistics contact centers.

The analysis found that contact centres struggled this year to meet customer expectations as ‘average time in call queue’