Meet us at BIBA 2013
Meeting the customer service cha££enge
The right technology to do more with less
We’ve published an updated case study for Nottinghamshire County Council’s expanded rostrvm deployment in the Customer Service Centre, the Council’s Business Support Centre and its internal ICT Service desks.
Network Answer Machine Detect
We have joined the newly formed Network Answering Machine Detection (AMD) Working Party as founder members.
The Back Office needs to come to the fore in your thinking!
Our recent survey reviewed how the Back Office is using both Desktop Applications and Social Media.
Our findings show that, although the Back Office is now handling much more and has become increasingly complex, it doesn’t get monitored so much as the call centre.
Predictive dialler regulations
This month’s rostrvm news reports on a flurry of activity from the regulators surrounding outbound call centres and predictive dialling.
Too many desktop applications = lower productivity
Our recent survey has highlighted that agents are having to battle with a large number of applications to handle call centre telephone calls.
Contact centres slow to use social media
We’ve recently carried out a survey of UK contact centres as part of our research to see where and how Social Media is being used to interact with customers.
How has your contact centre coped with the adverse weather?
We’ve had plenty of reports of difficulties in contact centres because of the snow. Staff have struggled in, some sharing lifts, which often leads to in-day shift changes; some centres have closed early and customers have endured increased queue times.
Call centre calculator – how it works
We have added a video illustration of our call centre calculator to our video channel.
A new voice on the phones
Tom Fyvie has joined us as a First Line Support Engineer.
Rostrvm expands its team again
Simon Gaut has joined the sales team at contact centre software developer Rostrvm Solutions.
rostrvm News – February 2013
The February edtion of rostrvm News is available online. If you would like to receive rostrvm news as soon as it’s published please register.
Rule of thumb : now in video
ISO Quality Audit – the result
Following a recent audit we have again been awarded BS EN ISO 9001:2008 and the TickIT Guide Version 5.5 for the design, development, testing, installation, support and maintenance of software products, applications and professional services. Continue reading
The world is changing all the time and so are we!
We’ve launched our new, easy-to-use web site. Continue reading
rostrvm Survey – is your desktop a desk tip?
Last time we conducted our call centre desktop applications survey we found that call centre agents use an average of 4 software applications to process a call.
Contact Centre MIS via a blu-ray player
In our previous post we mentioned that we were waiting for additional devices to test with our Contact Centre management information system….
Call centre MI anywhere – a quick roundup
We’ve been running ocassional articles describing the wide range of devices you can use to access rostrvm Contact Centre management information, While we wait for Father Christmas to bring us some new toys to try we thought we would share quick roundup of the devices we’ve used
Latest newsletter – End of year giveaway….
Rostrvm Solutions is an active supporter of the Professional Planning Forum. As we approach the end of the year we have a few of our copies of the Planning Forum’s 2012 Best Practice Guide to give away.
How do I enhance predictive dialler performance?
A predictive dialler is a powerful tool for contacting customers and prospects. It is tempting to load your dialler with a list of numbers and start dialling over and over again until you make contact.
Call centre MIS on your mobile phone
Continuing our series describing the wide range of devices you can use to access rostrvm Contact Centre management information we’ve checked out the latest version of Google Chrome on the iPhone. And as you would expect, just make an IP connection to the rostrvm server, enter your security details and your call centre management information is available to you.
Rule of Thumb: How many ACD agents?
We’ve published our Rule of Thumb: Calculating the number of agents needed in an inbound call centre.
Flooded with calls? How to help customers and be cost-effective
If your contact centre is being flooded by phone calls and messages and you’re short of resources, make sure you’re making the most of your available agents with innovative use of call centre technology. Try these solutions from software developer Rostrvm:
Call centre calculator mobile app
We’ve launched a handy and useful app for mobile devices, to assist busy managers in calculating inbound call centre staffing needs.
Systems Test Analyst Wanted….
As the pace of change in the contact centre and back office increases and our software supports a broader range of technology platforms, media channels and business applications we are expanding our software and system test team.
Call Centre Management Information on the move
We’ve been running articles describing the wide range of devices you can use to access rostrvm Contact Center management information – from a standard PC to an Internet TV.
Rule of thumb: How many trunks?
We’ve published our Rule of Thumb: Calculating the number of trunks (telephone channels) needed in an inbound call centre.
The consumer strikes back!
Does the name Richard Herman ring any bells? He might be a customer of yours – or he might be on your list of potential customers. What you should know though is that he has won his argument against AAC, which sells referrals to management companies, for receiving nuisance cold calls.
Looking forward to the National Best Practice Seminar
Rostrvm Solutions is sponsoring the Outbound Stream for the Professional Planning Forum’s National Best Practice Seminar being held next week at Old Trafford Football Stadium, Manchester. This is a must attend event for planners and analysts who want… Continue reading
Contact Management: Rules of thumb
Implementing a call centre from scratch or making changes and additions to an existing contact management operation requires careful thought and planning.
Rostrvm – News and Events
Our latest newsletter is now available including details of our outbound dialler case study with Equity Insurance Partnerships.
If you would like to have rostrvm News delivered to your inbox as soon as it is… Continue reading
Call centre staff honoured at the North West awards
The winners of the 2012 North West Contact Centre Awards have been announced. Over 450 guests representing 37 companies attended the Hollywood-themed gala dinner, held at the Palace Hotel, Manchester on Friday 12th October – with table wine sponsored by Rostrvm Solutions!
Customer is king at Call Centre Expo
This year’s Call Centre & Customer Management Expo at London Olympia focused on the delicate question ‘if the customer is king, how can the contact centre industry afford to foot the royal bill?’
Webinar: Optimising & Managing the Contact Centre Workflow
The effectiveness of your call centre and its supporting processes can be the difference between a successful business and a failure. The rostrvm suite ensures contact is handled as professionally and efficiently as possible.
CallNorthWest Annual Contact Centre Awards 2012
CallNorthWest’s Annual Contact Centre Awards take place on 12 October, Manchester 2012 – that’s next Friday. We are the table wine sponsor and are looking forward to meeting and greeting old and new friends.
Equity Insurance Partnerships Case Study
Latest news from Rostrvm
Our latest newsletter is now available including details of our customer contact case study with One-Sure Insurance.
Looking forward to call centre expo
We are exhibiting at Call Centre Expo in conjunction with our partner Adtech Global and Celuis Networks.
Taking the pain out of operations
Gary Thompson, Operations and Support Manager who joined software developer Rostrvm Solutions recently, says, “Successful contact centre solutions include the right price, efficiency, functionality, robustness, user-friendliness … and they’ve all got to integrate and work with other systems. Not only that but, of course, every business requirement is different so the product has to be configured to match the need. That can be a pretty tall order unless you’re working with suppliers who have got the experience to achieve it all … and then a contact centre still needs a support team who won’t leave them high and dry once installation is complete.”
Call Centre & Customer Service Summit
Once again Rostrvm Solutions will be attending the Call Centre & Customer Service Summit to be held next week @ Stansted airport.
See us at Call Centre Expo – Stand H20
Rostrvm Solutions is exhibiting at Call Centre Expo in conjunction with our partner Adtech Global and Celuis Networks.
Ofcom reports that silent call and TPS complaints have trebled this year
The latest edition of the Telecoms Complaints Bulletin from Ofcom shows that complaints about abandoned and silent calls have almost trebled in recent months. “Since the start of the year, the number of consumer complaints made to Ofcom about silent and abandoned calls has been steadily increasing.”
One-Sure Insurance Case Study
One-Sure Insurance Services is one of the UK’s fastest growing independently owned insurance intermediaries, with offices in Stoke-on-Trent, Staffordshire. Its contact centre currently has around 70 staff with 55 seats and there are plans for strong future growth.
Aston Villa Football Club and rostrvm
In the middle of the the London games it’s easy to forget that the Premier League season starts in a couple of weeks.
rostrvm News – July edition available
The latest edition of rostrvm News is available. In this issue we look at new rostrvm facilities that support optimisation of desktop processes. We also tell you more about our expanded team and provide a few dates for your diary.
We’re looking for a software test engineer to join the team
As our business continues to grow, the pace of change in the contact centre increases and our software supports a broader range of technology platforms, media channels and business applications we are expanding our software test team… Continue reading
Rostrvm sponsor CallNorthWest Annual Contact Centre Awards 2012
Rostrvm sponsor the table wine for CallNorthWest’s Annual Contact Centre Awards on 12 October, Manchester 2012 CallNorthWest’s Annual Contact Centre Awards on 12 October, Manchester 2012
http://www.callnorthwest.org.uk/events/Awards2012/HTML_2012_AWARDS.html
Rostrvm Solutions strengthens it’s team and message
Tiziana Giardina has joined contact centre software developer Rostrvm Solutions as Sales and Marketing Development Manager. Read more about Tiziana
Rostrvm Live Chat
Rostrvm Solutions have launched Live Chat, go to:- http://www.rostrvm.com and talk to us!
National Best Practice Seminar – Outbound Stream Sponsor
Rostrvm Solutions is the Outbound Stream Sponsor for the Professional Planning Forum’s National Best Practice Seminar being held on 8th November, 2012 at Old Trafford Football Stadium, Manchester. This is a must attend event for planners and analysts who… Continue reading
Rostrvm Solutions announces further growth and moves to new premises
Rostrvm Solutions has announced its results for the last financial year which show continued growth. Turnover increased by more than 10% with a corresponding rise in profitability.
rostrvm on TV?
Many call centres have replaced scrolling wallboards with PC-driven large screen displays for delivering operational information. The rostrvm MIS presents information using web technology. So can MIS be presented using an Internet-TV removing the need for a PC to drive the display? The answer is YES. Continue reading
Latest edition of rostrvm News
The latest edition of rostrvm News is available now. This month’s edition looks at combining the intelligence you gain from your inbound call centre to improve performance of your outbound, predictive dialler activities.
You can also access our paper… Continue reading
Putting intelligence into dialler campaigns
Complying with the latest regulatory guidelines whilst striving to achieve targets on outbound predictive dialler campaigns is often a tough challenge for contact centres – but there is an answer. Using intelligence from inbound communications can not only aid compliance but also achieve a significant increase in outbound contact success…
Avoiding a £750,000 fine….
You may have read or heard about a record £750,000 fine imposed recently by Ofcom (see Ofcom’s press release and this article in the Daily Mail).
Professional Planning Forum 2012 – next week
We are joining industry professionals at the ‘Customer Contact Planning 2012’ conference at the Hilton Hotel, Blackpool next week. Will we see you there?
London & South East Contact Centre Awards
We’re sponsoring the London & South East Contact Centre Awards dinner. The event is being held on 25th May at the Park Plaza Riverbank London Hotel. These awards celebrate the success of contact centres across the region and aim… Continue reading
Rostrvm Solutions new premises
We have moved to new premises. We’re still in Dukes Court, Woking but our new home gives us a great working environment with very impressive meeting, training and demonstration facilities. Our postal address stays the same but our contact details have changed . . .
Latest edition of rostrvm News
The latest editon of our newsletter is available to view on our main web site.
If you would like to receive a copy as soon as each newsletter is published please contact us.
On the move…..
After weeks and months of preparation Rostrvm Solutions is moving offices this weekend with service completely transferred to the new office on Monday 2nd April.
Running a call centre in Dorset?
It probably won’t affect most call centres but operations in the Bournemouth area need to keep an eye on the latest Ofcom consultation on dialling local calls. People living in Bournemouth, Poole and Christchurch will soon have to dial the… Continue reading
Retail direct sales call centre case study
“All of this has ensured increased productivity and financial gains at a time when every retailer out there is looking to gain every ounce of competitive advantage.”
Share the good news!
Rostrvm Solutions, leading provider of contact centre software applications, is sponsoring the London & South East Contact Centre Awards dinner, on 25 May.
Update your contacts…
… we’ve been blogging about it for a while – and it may be a bit self indulgent – but we are on the move to new offices. The planned move date is April 2nd.
But we’ve already updated our… Continue reading
Customer Contact Planning 2012 – diary date
Rostrvm Solutions will be joining industry professionals at the ‘Customer Contact Planning 2012’ conference at the Hilton Hotel, Blackpool on 23 and 24 April. Will we see you there?
London & South East Contact Centre Awards
We are sponsoring the London & South East Contact Centre Awards Dinner being held on 25th May.
We’re growing and hiring…
Continued business growth generates a range of job opportunities with Rostrvm Solutions. We actively seek people with knowledge and in-depth experience of new business sales, operational consultancy and project management in the call centre and multimedia contact centre environment.
Blending helps contact centres improve and save
Many organisations, particularly local authorities and others in the public sector, are under pressure to deliver services at a significantly reduced cost, due to spending cuts. Rostrvm Solutions, contact centre software developer, looks at ways to lessen the impact on the customer.
We are on the move
Continued business growth means that Rostrvm Solutions will be moving office in the next couple of months. We’ve published new phone numbers which means that the change of location will be transparent to our customers.
More information is… Continue reading
Turning austerity into prosperity.
As contact centres move forward the agenda will be about turning ‘austerity’ into prosperity.
Our latest newsletter looks at how blending activities in the contact centre and home working for call centre agents leads to improved operational efficiency.
You can… Continue reading
Get the mix and get it right
Successful contact centres are those that have the technology and people to be able to adapt rapidly to changing demands – and that doesn’t have to mean constantly spending more – says Rostrvm Solutions, contact centre software developer.
Blending social media in the call centre
Embracing social media can enhance business. Gaining experience could be the difference between being competitive in 2012 or perhaps losing the race. There are some do’s and don’ts to consider before launching in and here are our top 10…
2012 – time to ring the changes
As contact centres contemplate the tough economic marketplace of 2012, the agenda will be about how to work with ‘austerity’ and turn it into prosperity. Successful companies will be those who maximise their existing resources and plan carefully to ensure they are well positioned for the future. Rostrvm Solutions, contact centre software developer, believes it’s entirely possible to achieve a lot more with less.
25 years solid experience powers software developer Rostrvm Solutions
As Woking-based contact centre software developer Rostrvm Solutions celebrates 25 years we asked Ken Reid about the ingredients of its success and how it has seen off more than one recession!
We’ve changed our contact details
Rostrvm Solutions has changed the telephone numbers for our support desk, switchboard and fax.
Making the right improvements in the contact centre.
Our latest newsletter looks at making the right improvements in the contact centre.
It doesn’t matter how many ways a contact centre communicates with a customer – telephone, email, social networking sites, SMS, blog … the crucial point is that… Continue reading
Proactive support for customers
Technology expert Ben Welsh has joined contact centre software developers, Rostrvm Solutions, as Support Executive on their Help Desk.
SECCF – Berkshire & Oxfordshire Networking Event
Rostrvm Solutions will be attending and presenting at the South East Contact Centre Forum’s Berkshire & Oxfordshire Networking Event on 11th November.
Rostrvm Solutions at PPF Best Practice Seminar
Rostrvm Solutions, which designs, develops and supports the rostrvm suite of applications that make contact centres and back office operations work effectively, is an exhibitor at the Professional Planning Forum’s (PPF) Best Practice Seminar on 3rd November.
Knowledge is power and happy customers – Rostrvm partners KPS
To retain customers and be competitive, contact centres need to overcome obstacles to providing excellent standards of customer service. This has to be high on the agenda for any business, particularly now, as unhappy customers have so many channels on which to air their complaints about a company – and competitors to turn to.
Planning guide for predictive dialler
The latest edition of Rostrvm Solutions’ planning guide for outbound call centre campaigns has been published. This third edition has been updated following the issue of revised guidelines on the use of automated dialling from Ofcom and subsequent regulatory activity.
IISAS and Rostrvm Solutions – Delivering intelligent contact solutions
Rostrvm Solutions Ltd and IISAS Ltd have announced a new partnership combining IISAS’ specialist technical services with the rostrvm suite of applications. Together they deliver end-to-end customer contact solutions that make call centres, contact centres and back office operations work efficiently and effectively.
Congratulations to CallNorthWest
Congratulations to all the winners at the CallNorthWest awards dinner. The event - supported by Rostrvm Solutions – was an enjoyable evening and a great success.
Celebrating 25 years of rostrvm
The latest edition of rostrvm News celebrates our 25 years of innovation and support in the call centre and contact centre industry.
You can view the newsletter online. If you want to receive your copy as soon… Continue reading
See us at the Midlands Contact Centre Forum
Rostrvm Solutions, which develops and supports software applications for the contact centre and back office process management and reporting, sponsors the Midlands Contact Centre Forum (MCCF) and is speaking at its Regional Forum on Tuesday 18th October hosted by Autonet Insurance Group.
How many people do I need?
A new calculator has been added to the suite of free planning tools for call centres and ‘back office’ tasks available to registered users on the rostrvm web site.
Supporting contact centre excellence
Trying to achieve excellence for your customers has never been more important than now, with increased competition and tough economic conditions. With this in mind, Rostrvm Solutions is sponsoring the 6th Annual North West Contact Centre Awards, which rewards such excellence.
rostrvm user group
The rostrvm user group meeting took place on September 22nd on the River Thames aboard the Silver Barracuda.
Presenters included the Professional Planning Forum, Call Centre service providers Telefocus and Rostrvm Solutions.
Copies of the presentations are available to… Continue reading
Blended contact centre case study available
Brookson, a leading provider of accountancy, tax advice and support services to freelance contractors and self-employed professionals, is utilising advanced contact centre technology to communicate with potential customers.
News from Ofcom about predictive dialler and Answer Machine Detect
Ofcom has recently posted updated information on regulation and predictive diallers. More details are available at the Ofcom web site.
As expected in the latest Notification under Section 128 of the Communications Act 2003 the regulator is expressing… Continue reading
Kevin Hine joins Rostrvm Solutions
Kevin Hine has joined Rostrvm Solutions as a Software Engineer. In light of his extensive call centre experience we asked him why he chose to work with Rostrvm and what customers can expect.
Telesales and Marketing Executive wanted
We’ve got a great opportunity to join our team as a Sales & Marketing Executive based at our Woking office. This is not just another telesales job. Sure, you’ll be on the phone supporting our sales people in prospecting and account profiling activity but you’ll also play a central role in the creation, delivery and follow-up of marketing campaigns, surveys and press articles.
Rostrvm Solutions Nominated: The Top 10 Call Centre products 2011
Rostrvm Solutions and the rostrvm call centre software suite has been nominated in CallCentreHelper’s ‘Top 10 Call Centre products 2011′.
Public voting has opened on the CallCentreHelper web site. You can read more and vote for us … Continue reading
Careers @ Rostrvm Solutions
Continued business growth generates a range of job opportunities with Rostrvm Solutions. We actively seek people with knowledge and in-depth experience of new business sales, operational consultancy and project management in the call centre and multimedia contact centre environment.
Have… Continue reading
July newsletter available now
The latest edition of our customer newsletter has been published. This month’s edition presents our latest case study and provides tips on getting the most out of industry events. If you didn’t receive a copy then it is available… Continue reading
Putting task management back on the agenda
Is your organisation meeting customer expectations? Are there disparate technologies and processes in your organisation making it difficult to consistently measure tasks life cycles’? Is the lack of management information limiting opportunities to enhance performance?
Discover rostrvm this summer
Now that the warmer weather’s finally here, many of us are thinking towards our summer holidays, whether that’s walking in Wales or camping in Cornwall.
June customer newsletter available
The latest edition of our customer newsletter has been published. This month’s edition covers the latest enhancements to the rostrvm contact centre software suite and our new training services. If you didn’t receive a copy then… Continue reading
North West Contact Centre Awards 2011
Rostrvm Solutions is supporting the North West Contact Centre Awards again this year. Now in its 6th year the awards recognise and reward the contributions made by individuals and organisations as they continually strive… Continue reading
Rostrvm 8.1 available now
The latest version of our software is now available to new and existing customers. Building on the success of its predecessor, rostrvm 8.1 contains a large proportion of user-inspired enhancements such as: improved user security, dialler and call routing enhancements,… Continue reading
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