Netcall Regulatory News (NET)

24 Aug 2006 13:31

Netcall PLC24 August 2006 24 August 2006 Netcall plc ("Netcall" or "the Company") Britannia rolls out QueueBuster after successful pilot Leading building society, Britannia, has launched a new call centre tool thatlets customers hold in a queue without being stuck on the phone. Following a successful pilot, Britannia Building Society is rolling out aninnovative call handling system - QueueBuster from call centre technology vendorNetcall - that holds the customer in a virtual queue, letting them hang up andget on with everyday life. It then calls them back when they have got to thefront of the queue - just as if they had chosen to hold in person. A Britannia Building Society survey revealed more than half of people (54 percent) said their personal banking experience would improve if someone was toring them back to save them holding. Commenting on the success of QueueBuster, Tim Franklin, Britannia's ManagingDirector, Member Business, said: "At Britannia we recognise just how frustratingit can be to be kept on hold and we are committed to providing a top classservice, as well as always looking at new ways of improving our customerexperience. "This new call back tool is so successful that we have halved the number ofcallers hanging up before their call is answered. It has also resulted in an 82per cent increase in calls being answered within 20 seconds. - now that's greatcustomer service!" Richard Farrell, Technical Principal at Netcall added: "We are obviouslydelighted that following a successful trial and thorough competitive tenderprocess the benefits of QueueBuster were clear for Britannia. Increasinglyorganisations are realising that by offering customers the choice of requestinga call back rather than waiting on hold, they can improve the customerexperience while meeting service level targets. That has to be a win-winsolution for the call centre industry." Britannia Building Society is the second largest mutual in the UK with threemillion members and a network of more than 250 branches. Its contact centres inLeek (Staffordshire) and Bristol receive between 3000-3500 calls per day and allcustomers have the choice to use the QueueBuster system or hold in thetraditional manner. All Netcall applications run on the Netcall Intelligent Communications Platform(ICP), which has been built on industry standards to ensure full cross-platformsupport. Netcall has integrated its solutions with all leading ACD platforms,Carrier switches, Network Routing and CTI Systems and is a member of the Avaya,Cisco and Nortel developer programmes. Ends For further enquiries, please contact: ICIS Limited Tel. 020 7651 8688Tom MoriartyLaura Cocker About NetcallNetcall is a UK company listed on the Alternative Investment Market (AIM) of theLondon Stock Exchange. Based near Cambridge, Netcall develops and suppliesinnovative communication solutions to organisations of all sizes, including manyblue-chip companies with global contact centre operations. As the leadingspecialist in callback, auto-messaging and contact solutions, Netcall helpsorganisations globally to increase profits and productivity while improvingcustomer satisfaction and employee morale. Solutions are deployed either on-site or as hosted managed services usingNetcall's Intelligent Communications platform (ICP). The company has more than adecade's experience of owning and running a high-availability service platformco-located with international carriers. Netcall's customer list includes BT,BUPA, First Direct, Halifax, London Borough of Islington, Lloyds TSB, npower,Prudential, RBS (The Royal Bank of Scotland Group), Thames Water, UnitedUtilities and Vertex Visit www.netcall.com for more information. This information is provided by RNS The company news service from the London Stock Exchange