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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.

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BS Reporter New Delhi
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,

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First Published: Dec 20 2021 | 2:00 PM IST

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