- CNET NETWORKS UK BUSINESS SITES:
- atlarge.com
- BNET UK
- silicon.com
- SmartPlanet.com
- ZDNet.co.uk
Talk-to-machine option reduces customer wait
Published: 10 October 2007 13:18 BST
Building society Britannia has rolled out a call management system at its Bristol call centre.
The centre is using Queuebuster from Netcall to offer customers the option to either go through the automated call-handling system straight away or to wait for a call agent.
silicon.com Financial Services
Get the latest financial services news straight to your inbox. Sign up for the FS newsletter today!
The move follows the acquisition of Bristol & West savings business and branch network for £150m last year. The Bristol contact centre handles direct sales and pre-sales enquiries.
The move follows a previous installation of the system at another Britannia call centre in Leek, Staffordshire. Britannia contact centre analyst Gerard Hearson told silicon.com that prior to the introduction of the system, the building society had experienced long call queues.
He said: "In Britannia's case, the Queuebuster message switches on and off at certain queue thresholds and provides the customer with an option for the fully automated callback. It was important that our customers were given this choice."
Getronics UK clients include Alliance & Leicester, Barclays, Booker, BT, Clarks, CSC, Dell, Derbyshire Building Society, Deutsche Bank, Discovery ...
Including customer Contact strategy definition (B2B or B2C); Customer Contact efficiency identification including self service strategies (IVR and ...
This role is in the heart of Cardiff bay, so easy it could be a commute from Bristol, Swansea, Oxford, Cheltenham and Gloucester. Oracle 10g ...
CIO Agenda 2008
The exclusive silicon.com CIO Agenda 2008 survey looks at the CIO's tech shopping list for the year, examines whether IT budgets are rising or falling and reveals what the pain points are for tech chiefs this year. Find out more in our latest special report.
Stories from the web...
Copyright ©1995-2008 CNET Networks, Inc. All rights reserved. Top of page
Digg
Slashdot
Del.ici.ous
Stumble
Reddit
RSS Feeds
Carol Wheatcroft
Will consumers always want free banking?
Targeted, bundled services will be the way to profit...
Steve Boyle
Are rogue traders an inevitable evil?
Opinion: Managers must increase diligence to beat fraud
Julian Goldsmith
Profile: Nottingham Building Society head of IT Jack Cutts
'On the wide accountancy'...
Steve Boyle
Why you should be outsourcing your data centres
Concentrate on the core business...
Bob McDowall
Fixed-income electronic trading faces bleak 2008
Trading platforms likely to draw in their horns for downturn
Steve Boyle
Banking can execute change in real-time
Opinion: Tools and techniques now exist to make it possible