Most UK call centres are missing out on CTI efficiency gains
CTI is a long-established technology for improving
performance but is it being used?
Woking (UK) – January 2009. Research carried out by Rostrvm
Solutions has shown that most call centres in the UK are not taking
advantage of Computer Telephone Integration (CTI) technology.
In today’s challenging environment, every organisation needs to be
as efficient as possible. Rostrvm Solutions’ research has shown that
most call centres in the UK are not optimising call centre
performance with only 31% of call centres using CTI as part of their
customer contact operations.
Ken Reid of Rostrvm Solutions commented “CTI is a long established
facility that can deliver tremendous efficiency gains. Whilst we
were surprised that so few call centres have taken advantage of the
technology we understand that users consider CTI to be complex and
expensive. That may have been true in the past, but the latest
software offers rapid deployment at reduced costs and, in turn,
achieves excellent return on investment.”
Headline research findings
- Only 31% of call centres use CTI
- Call centre size is a factor; 46% of call centres with 100+ agents use CTI compared with 28% of call centres with less than 100 agents
- In the private sector, 57% of call centres use CTI
- In the public sector 17% of call centres use CTI
Rostrvm’s research also highlighted the large number of different
software applications used by call centre agents to process calls -
the numbers ranged from 1 to 20+. Call centre agents use an average
of 4 software applications to process a call.
Full survey details are available
by clicking
here.
Real world case studies
Read case-studies that cover a diverse range of industries and applications