Contact centre services supplier 2Touch said it has increased staff productivity by 20% at its Sunderland call centre by using new call management software to reduce the time between calls.
2Touch makes an average of 250,000 calls a week through 250 agents across 136 seats. Its previous predictive dialler tended to crash and integrated poorly with the contact centre's other systems, leading to average agent idle times between calls of 50 seconds, said 2Touch.
After installing the Script-Aware Predictive Dialler module from Noetica, idle times were reduced to an average of five seconds, the company said.
Neil Rushton, 2Touch's IT director, said, "The average agent idle time has been reduced to an average of five seconds from the previous average of 50 seconds, due to call blending and the intelligent technology of Noetica's dialler, which determines when an agent is presented with a call.
"The reduction in agent idle time and increased number of calls made has resulted in at least a 20% increase in productivity."