Leading building society, Britannia, has launched a new call centre tool that lets customers hold in a queue without being stuck on the phone.
Following a successful pilot, Britannia Building Society is rolling out an innovative call handling system – QueueBuster from call centre technology vendor Netcall - that holds the customer in a virtual queue, letting them hang up and get on with everyday life. It then calls them back when they have got to the front 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 per cent) said their personal banking experience would improve if someone was to ring them back to save them holding.
Commenting on the success of QueueBuster, Tim Franklin, Britannia's Managing Director, Member Business, said: "At Britannia we recognise just how frustrating it can be to be kept on hold and we are committed to providing a top class service, as well as always looking at new ways of improving our customer experience.
"This new call back tool is so successful that we have halved the number of callers hanging up before their call is answered. It has also resulted in an 82 per cent increase in calls being answered within 20 seconds - now that's great customer service!"
Richard Farrell, Technical Principal at Netcall added: "We are obviously delighted that following a successful trial and thorough competitive tender process the benefits of QueueBuster were clear for Britannia. Increasingly organisations are realising that by offering customers the choice of requesting a call back rather than waiting on hold, they can improve the customer experience while meeting service level targets. That has to be a win-win solution for the call centre industry."
Its contact centres in Leek (Staffordshire) and Bristol receive between 3000-3500 calls per day and all customers have the choice to use the QueueBuster system or hold in the traditional manner.