Call centres' response quicker, better this year as demand surges: Study

Ozonetel report analysed 24 million calls made on the company's platform by nearly 61,914 active agents.

Indian call centres are responding faster, connecting faster, and answering and resolving more issues compared to 2020, a study by Ozonetel has found, indicating that the back-office system coped fine with the sudden surge in demand during the coronavirus.

The report analysed a sample set of 24 million calls made on Ozonetel’s CloudAgent platform by nearly 61,914 active agents in 2021. It covers both in-bound and outbound calls made on Ozonetel’s platform across various verticals including Ecommerce- Groceries, Ecommerce D2C, Restaurants, Insurance, Fintech, & Financial services, Banking & Broking, Healthcare and Pharma and Real Estate call centres.

In outbound calling,