CALL CENTRES DEPEND TOO MUCH ON IT DEPARTMENTS Tuesday 28 August 2001 PDF Print New survey commissioned by Noetica highlights need to give call centre staff power to control and amend campaigns Noetica, provider of easy-to-use call centre and CRM software solutions, today announces the results of a new survey that highlights the need for call centre staff to use technology that gives them greater control and flexibility over the running of campaigns. The survey, commissioned by Noetica, covers 75 respondents in call centre bureaux and in-house call centres, and probed the timelines and mechanics of campaign creation and campaign modifications, as well as exploring the issues surrounding these. All too often, the complexity of some call centre technologies demands that IT departments are involved in even the smallest script amendments. This can leave call centre managers and staff both powerless and frustrated. The survey reveals the damning statistic that in 80% of cases, the IT department takes the brunt of all issues relating to the implementation and modification of campaigns. It can take “several weeks” between campaign concept to agents going live on calls, and the time taken to implement modification to campaigns also came under scrutiny. As many as 25% of respondents admitted that for some campaigns it can take several days to make the change. The biggest concern about amendments was the time it takes agents to be retrained on the campaign - 57% cited this as one of their concerns. Commercial Director at Noetica, Keith Symondson, comments, “This survey tells us something that we’ve always known at Noetica – that call centre managers and their staff are frustrated by their dependence on IT support. That’s the reason we designed our callflow scripting product, Synthesys, to make it easy and quick for non-technical call centre staff to design and amend callflows. The product’s dynamic branching capability permits an unlimited series of what-if scenarios, and allows staff to design intuitive, logical and conversational callflows for agents, aiding the whole CRM process.” The full survey results are available on request form Claire Adam or Natalie Johnson at MCC International. Call 01962 88100. About Noetica Established in 1997, Noetica is a leading developer of innovative software solutions for successful management of any call centre. Noetica’s solution - Synthesys has been designed specifically to enable non-technical staff to have complete control of the call centre. Synthesys’ key features include customer relationship management (CRM); callflow/script designing, service call centre management and support; outbound campaign management; web compatibility and computer telephony integration (CTI). Part of the privately controlled holding company the Scandex Group, Noetica is based in Clapham Junction, London, with strategic partners throughout Europe, Canada, Asia and the US. Noetica serves a broad range of industries, including the public sector, finance and telecommunications. For further information on Noetica, please visit http://www.noetica.co.uk Synthesys is a registered trademark of Noetica. Editorial Contacts Interviews, photography and further information are available from Claire Adam or Natalie Johnson at MCC International. Claire Adam / Natalie Johnson MCC International Ltd Tel: 01962 888100 Email: Claire.firstname.lastname@example.org / email@example.com This press release was distributed by ResponseSource Press Release Wire on behalf of MCC International Ltd in the following categories: Consumer Technology, Personal Finance, Business & Finance, Computing & Telecoms, for more information visit https://pressreleasewire.responsesource.com/about.