With a 41% improvement in customer engagement and a 20% higher agent efficiency, contact centers are really making a huge impact on business growth. This comprehensive study from Ozonetel, a major player in customer experience technology, gives us some amazing insight into how contact centers are performing across different industries.
We’re looking at data from 10 million calls made on Ozonetel’s Contact Center as a Service platform, covering industries like e-commerce, healthcare, education, insurance, fintech & NBFC, banking, real estate, and logistics. And let me tell you, the results are impressive. Customer engagement is up, with a 41% reduction in abandonment rates. That means more customers are sticking around and waiting for their calls to be answered.
Agents are answering calls 10% faster this year compared to last year, and customers are 15% more likely to actually answer those calls. Plus, agents are handling inbound conversations 20% more efficiently. It’s a win-win situation for everyone.
Now, let’s get into the nitty-gritty. Abandon rates have significantly improved this year, which means more calls are being picked up. This is a big deal for businesses and shows that contact centers are really focusing on improving their customer experience.
Agents are answering calls faster, and that’s partly due to the implementation of features like auto answer and webrtc calling. Efficiency is the name of the game, and these contact centers are really stepping up their game.
We’re also seeing a reduction in the time agents spend talking to customers. The implementation of smart agent assistance and deep CRM integrations is really making a difference here. And that’s not all – AI is automating after call work, leading to a significant increase in agent efficiency and availability.
Outbound calling is also improving, with more calls being answered. This is particularly important in sectors like banking, healthtech, diagnostics, and online pharma firms.
Now, let’s talk about different industry verticals. We’re seeing some top performers and some that are struggling. Industries like quick commerce, D2C, and banks are maintaining high customer service standards, while others are facing some challenges.
This is all great news for the industry, and it’s only going to get better. AI is going to take things to the next level in 2024, freeing up agents for high-value conversations and deepening customer relationships.
Ozonetel is really making a mark in the customer experience space, offering businesses a robust, omnichannel platform to manage end-to-end communication flows. This platform has already enabled thousands of businesses to engage with customers across voice, chat, SMS, WhatsApp, and other digital channels.
If you want to learn more about what’s going on in the world of customer experience, head over to ozonetel.com. It’s an exciting time to be in the industry, and I can’t wait to see what the future holds.