Britannia reduces phone queues with hosted call-back service


Britannia reduces phone queues with hosted call-back service

Antony Savvas

Britannia building society has deployed a hosted callback contact system from Netcall.

It has implemented Netcall's hosted QueueBuster service to provide customers with an alternative to waiting in telephone queues during busy periods.

QueueBuster offers customers the option of requesting a callback from the next available agent, rather than waiting on hold.

In 2006, Britannia acquired 700,000 new customers as a result of its £150m purchase of the former Bristol & West savings business and branch network, and increased sales of mortgages, personal loans, investment and insurance as a result.

Gerard Hearson, contact centre analyst at Britannia, said, "Whilst QueueBuster has helped us to reduce abandoned calls and to maintain our service levels during busy periods, the real value of the service has been the improved customer satisfaction that it has helped to deliver."

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