Exhibit 173 — BofA Ca Unemployment (Dkt. 378.18)

Summary

Exhibit 173, filed November 21, 2024 as Document 378-18 in Case 3:21-md-02992-GPC-MSB, reproduces pages of ContactBabel's 2024 report US Contact Center Vertical Markets: Outsourcing & Telemarketing. It says these contact centers place strong emphasis on avoiding call abandonment, and that for all of the years studied the sector's speed to answer is lower than the US average, even during the pandemic. The report calls speed to answer one of the most important factors to customers calling a contact center.

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Case 3:21-md-02992-GPC-MSB Document 378-18 Filed 11/21/24 PagelD.14417
CONTACTBABEL

US Contact Center Verticals:

Outsourcing

Sponsored By

CallMiner

W

Assembled

NICE
Case 3:21-md-02992-GPC-MSB Document 378-18 — Filed 11/21/24 Pagalb.14418

Page 3 of 5

CONTACTBABEL

US Contact Center Vertical Markets: Outsourcing & Telemarketing

© ContactBabel 2024

Please note that all information is believed correct at the time of publication, but ContactBabel does not
accept responsibility for any action arising from errors or omissions within the report, links to external
websites or other third-party content.
Case 3:21-md-02992-GPC-MSB Document 378-18 Filed 11/21/24 Pagghp.14420

Page 5o0f5

A,
CONTACTBABEL

SPEED TO ANSWER

Outsourcing and telemarketing contact centers place strong emphasis on avoiding call abandonment
and thus losing a sale or damaging their client service levels, and for all of the years studied within this
report, the sector’s speed to answer is lower than the US average, even during the pandemic.

Speed to answer is still one of the most important factors to customers calling a contact center, so a
quick answer is beneficial to the customer experience as a whole.

Figure 16: Outsourcing & Telemarketing contact centers: average speed to answer, 2012-23

Outsourcing contact centers: average speed to answer (2012-23)
120

101

100

79
80

67
61

60

seconds

43

50
46
31

47 47
20 ue 39
34
25
20
0

2012 2013 2014 2015 2016 2017 2018 2019 2020 2021 2022 2023


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