A London borough is to adopt BT's hosted system for managing queues in call centres.
The London Borough of Lewisham will spend £137,000 on the Queuebuster application over the next three years. Queuebuster enables callers to hang up when they have to wait for too long for a call handler. Call centre agents can automatically return each call when reach the top of the queue.
BT's contact centre product manager, Terry Linton, said, "We can get back to 97% of the customers on a daily basis."
Queuebuster is hosted by NetCall Telecom's Telehouse facility in London Docklands.