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