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 at http://www.rostrvm.com/surveyresources.shtml

Notes to Editors

About Rostrvm Solutions http://www.rostrvm.com/

Rostrvm Solutions is a leading provider of contact centre software applications that make call centres and contact centres work efficiently and effectively.

Based in Woking, Surrey it was established in 1986, and was previously a division of royalblue, the financial trading applications company. Rostrvm Solutions is now privately owned.

The company has built a solid reputation as a leading software developer of a suite of applications that help organisations to achieve and exceed business objectives whilst delivering personalised customer service.

The rostrvm call centre application is established across a broad spectrum of industry sectors with customers including EDF Energy, First Choice Holidays, London Borough of Wandsworth, Nottinghamshire County Council, Asia Risk Technologies and Autonet Insurance