CCT Deploys Hosted QueueBuster Solution at Nildram to Eliminate Customer Queues

Wednesday, June 14, 2006

Call Centre Technology Ltd (CCT), a specialist in the provision of contact centre solutions, has helped Internet service provider Nildram eliminate contact centre queues by deploying Netcall’s hosted QueueBuster service. By offering customers the choice of accepting an automated callback instead of waiting on hold, QueueBuster has slashed the amount of time callers wait to speak to Nildram’s customer service, sales or provisioning teams.

Delivered as a hosted solution without the need for additional hardware, QueueBuster kicks in when the contact centre is busy and asks callers to leave their name and contact number. When an Agent becomes available they receive QueueBuster callbacks as ordinary inbound calls with the caller’s name played to them, in order to greet customers personally. QueueBuster then automatically handles the connection to the customer.

“We are delighted this system is proving so popular with customers and are pleased to be improving our support further still, reinforcing our commitment to our expanding customer base,” comments Sean Stephenson, managing director, Nildram.

Working with Netcall, CCT has deployed QueueBuster to help Nildram to maintain its reputation for providing excellent customer service. The hosted version allows Nildram to adopt a ‘pay as you go’ approach with the potential to easily scale the solution to meet demand. CCT takes a cut of the revenues to secure a steady income stream.

Russell Attwood, CEO at CCT said: "Call centres in the UK are taking customer service seriously. Improving the management of queues is a fundamental part of that. QueueBuster has been a hugely popular addition to our portfolio and is enabling us to transform inbound call management for our clients".

“We launched the hosted version of QueueBuster service in the Channel in 2005 and it has proved very successful with our partners,” commented Henrik Bang, CEO, Netcall. “It offers a virtually risk-free investment for customers, removing two major obstacles to technology sales, namely major capital investment and the internal resource required for on-site installation. QueueBuster has a record of improving customer service while reducing operational and administration costs. The business model ensures that our channel partners also benefit from a long-term revenue stream which creates a win-win solution for all involved.”

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