Call centre staff are being hindered in their attempts to deal with enquiries by time-consuming IT issues, according to a new study.
Research by Siemens Enterprise Communications found that two-thirds of employees believe delays caused by computer systems are the most significant factor in limiting productivity, Computing magazine reports.
A quarter of enquiries are handled inefficiently due to technical problems, while 41 per cent of respondents believe that increased computer and systems training would allow them to response or transfer calls quicker.
Tim Bishop, head of strategy at Siemens Enterprise Communications, said that staff can be forced to use up to 15 back office systems for just one call.
Anne Marie Forsyth, chief executive of the Customer Contact Association, added: "Change is very much on the horizon, not just in terms of technology, but also by way of the knowledge that workers must be able to access.
"This growing level of complexity affects businesses at all levels."
A recent poll by Dimension Data found that average answering times in UK call centres have fallen from 23 to 38 seconds, nebusiness.co.uk reports.
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