Customer service systems are not being implemented in a manner which satisfies consumers, call centre workers or companies, a new study has suggested.
Research by Corizon has found that 37 per cent of contact centre agents believe that the number of applications used by operators is a problem.
Meanwhile, 30 per cent said that this issue had become worse during the last year.
Three quarters of managers questioned said that their call centre operators used between three and five different applications each day, while 40 per cent said that they deployed five or more.
However, one respondent said that workers used up to 18 programs every day.
Eric Guilloteau, chief executive officer for Corizon, said: "This survey shows that the amount of software installed in the typical call centre is a disservice to customers and agents alike."
In other news, lifestyle clothing firm Crew has implemented a new call centre initiative to help manage inbound enquires received by the company.
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telecommunications