Elite Telecom’s intelligent call-queuing technology aims to reduce people’s anger with call centres by advising on likely waiting times, or issuing the customer with a call-back slot. Its “follow the sun” system diverts callers still waiting in a queue at the end of a working day to a call centre in a different timezone. Founder and managing director Matt Newing, who also runs a business that specialises in search engine optimisation, says that a focus on increasing Elite’s online visibility has spurred sales growth of 37% a year from £6.8m in 2007 to £17.4m in 2010.
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