CTI improves call centre performance. Is it being used?
In today’s challenging environment, every organisation needs to be as efficient as possible. Our research has shown that most call centres in the UK are not taking advantage of CTI technology with only 31% of call centres using CTI as part of their call centre operations.
Headline 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
Our 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
To view the survey results in detail please click here
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