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 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