Public sector call centres lagging behind private sector
Woking (UK) – February 2009. Research carried out by Rostrvm
Solutions has shown that public sector call centres are not making
the most of technology such as Computer Telephone Integration (CTI).
In today’s challenging environment, every organisation needs to be
as efficient as possible. Rostrvm Solutions’ research has shown that
less than 20% of public sector contact centres take advantage of the
technology compared with over 50% in the private sector
Ken Reid of Rostrvm Solutions commented “Public authorities need to
look closely at the advantages brought about by CTI. With efficiency
being a hot topic in the public sector at present with initiatives
such as ‘National Indicator 14: Reducing Avoidable Contact’ and the
efficiency agenda, it is essential that public bodies use the best
available technology to streamline customer contact, consolidate
business processes and deliver services as efficiently as possible.
With all the advantages that CTI has to offer, public authorities
can begin the move towards better efficiency in their contact centres.”
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. Managing multiple
applications is a large drain on resources that can be addressed
with CTI technology
Full survey details are available
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