A recent study by research company callcentres.net has revealed that as much as AU$1.4 billion spent on Australia's call centre technology has gone to waste.
-Millions of dollars invested in technology is wasting away because executives fail to view the call centre in context of their whole business," Datacom director customer contact Anthony Seaegg said.
According to Seagge, a number of large organisations in Australia have invested large sums of money on call centre technology which are redundant as the application is not mixing with the business.
The organisations could not be revealed.
Seagges believes the technology is failing to live up to corporate expectations because businesses do not understand the critical drivers necessary before making a "knee jerk decision" to implement the technology.
The critical drivers: -people, processes and then the technology."
-Call centres are being driven by IT service divisions, not the users, and the business is not considering the interaction of the technology with he idiosyncrasies of their own system,"
-If you cannot optimise your call centre technology, you may as well wash it down the drain," he said.
