UK Call Centers Lacking CTI Investments
February 04, 2009
Technology can make a significant impact on the call center, for better or for use depending on the technology and method for implementation. When considering Computer Telephone Integration (CTI (News
)) technology, the benefits can be tremendous, especially in terms of streamlining processes and improving the bottom line.
Rostrvm Solutions recently examined CTI implementations throughout the call center industry and found that call centers in the UK are not taking advantage of this technology or the benefits it can deliver.
With the economic climate in the state that it is in, every organization is examining methods for becoming as efficient as possible. In its research, Rostrvm Solutions has found that most call centers in the UK are not optimizing call center performance as only 31 percent of call centers are using CTI as part of their customer contact operations.
Ken Reid of Rostrvm Solutions commented in a company statement, "CTI is a long established facility that can deliver tremendous efficiency gains. While we were surprised that so few call centers 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," Reid added.
Rostrvm’s research found that when examining the use of CTI within the call center, the size of the center is a factor. Of those call centers in the UK that are using CTI, 46 percent have 100 or more agents, while 28 percent have less than 100 agents.
The area of the market in which the call center competes is also a factor in whether or not the center is using CTI technology. The private sector appears to be more inclined to adopt technology faster as 57 percent of call centers within this sector use CTI. Only 17 percent of call centers within the public sector use CTI.
This latest research from Rostrvm also found that there are a large number of different software applications currently being used by call center agents to process calls. In fact, the numbers ranged from one to more than 20. Overall, call center agents use an average of four software applications to process a call.
While not all technology solutions make sense in every call center environment, CTI implementations can make a measurable difference in performance and efficiency. As the call center is under increased pressure to justify all costs, such technology implementations could make the task much easier.
Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan’s articles, please visit her columnist page.
Edited by Tim Gray