Cool, Britannia

Britannia Building Society today announced the rolling out of call centre tool QueueBuster, a solution that allows customers to hold within a queue “without being stuck on the phone.” Really. QueueBuster holds the customer in a virtual queue, letting them hang up, calling them back when at the front of the queue.

Following a successful pilot run, Britannia Building Society is rolling out call centre technology vendor Netcall’s QueueBuster in its full version. In the test, Britannia numbers showed an 82 percent increase in calls being answered within 20 seconds.

As though proof were needed to establish the handiness of such a tool, Britannia Building Society actually took a consumer survey, which showed that 54 percent would feel their personal banking experience improved if someone were to ring them back to save them holding. Britannia Building Society contact centres in Bristol and Leek, Staffordshire receive up to 3500 calls daily.