93% customer service calls answered in under 20 seconds: Ozonetel study

PUNE: A study by cloud telephony provider Ozonetel has found that 93% of the calls analysed were answered within 20 seconds or less.

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.