RSA breaks £100m barrier
Royal & SunAlliance (RSA) has broken the £100 million barrier for new business via EDI. From January to October 1999, its brokers used EDI to process around 300,000 new RSA policies. RSA's UK e-business manager, Mark Christer, said: "EDI allows brokers to give instant feedback to customers and helps with quoting, form filling, policy servicing and renewals."
Call centres fail
Call centre operations are failing to provide customers with what they want, shows new research by Cincom. The study of 100 call centre operatives and 100 call centre customers found: only 20% of calls are answered within 30 seconds; 49% of customers were unhappy with the average waiting time; 63% have dislikes about using modern call centres; and only 10% recognise 0845 as a "lo-call" number.
Relief from RSI
PCD Maltron has created the K-mat: a revolutionary mouse-mat that sits on your leg rather than resting on the desk. "The proven ergonomic advantages are that the upper arm is relaxed and vertical by the side of your body, the forearm is at right-angles to the upper arm and the wrist is straight with the forearm," say its creators.