Netcall, the provider of callback, auto-messaging and contact solutions, is helping local government call centres to reduce abandon rates by up to 50 per cent without increasing staff numbers, via its hosted QueueBuster On-Demand service. Netcall say users of this service, which include the London Borough of Lewisham and the London Borough of Islington, are reporting dramatic improvements in customer service levels and a reduction of call centre queues of up to 90 per cent.
The Netcall announcement follows hot on the heels of a report by the National Audit Office which revealed that 21 million callers seeking advice on unemployment and disability benefits failed to get through to Government call centres in 2005. The same report confirmed that people were waiting for two weeks for a callback to confirm a job-seeking appointment. It called for Government call centres to address staffing issues and improve customer service levels.