XLN is the UK’s leading dedicated Small Business supplier and a long-established customer of Rostrvm Solutions. It provides reliable and affordable Phone, Broadband, Energy and Merchant Services to small businesses across every high street in the country.
In the first of our new blogs on reaching and delighting customers, Ken Reid – Director of Proposition and Product, explains how modern outbound dialler technology can reap benefits all round.
Bouygues Energies & Services is a leading provider of integrated energy services, facilities management, infrastructure and contracting solutions across the UK.
To reduce costs, increase efficiency and improve the customer experience of your contact centre, tackle how your staff use your systems and optimise desktops.
The Ricoh Arena in Coventry is a multi-purpose venue and an international destination for business, entertainment and sport. Its stadium seats nearly 32,500 people and is home to one of the best-known names in English rugby – Wasps.
Efficient performance management is the glue that holds your contact centre together; without it you’ll very quickly come unstuck with customers who expect fast results, often on a variety of channels.
Your inbound contact is from people who want or need to contact you and how you respond to them can make or break your reputation and business. Providing a great customer experience inbound is crucial.
Do you use outbound as a proactive, well-planned service that customers appreciate? Modern diallers can be set using intelligence gained about a contact to Precision dial, reaching them at the right time and reducing your agents’ workload.
You want to provide great customer service AND meet your contact centre targets. Be proactive, stay in touch and keep your promises by channel shifting with the rostrvm OutBound suite. rostrvm OutBound dialler provides everything you need to achieve highly successful results as part of your contact strategy. Use a rostrvm OutBound dialler to handle
Providing customers with a great experience starts with having a terrific working environment for contact centre staff, so they have all the tools and motivation to serve people well.
How do you consistently provide clients with a good experience on their ‘customer journey’? We start a series of blogs on this subject with a look at INTEGRATION of systems and processes. This is the key and without it, everything falls apart and no one is happy. Here are five common issues:
rostrvm for Collections is deployed by a wide range of organisations including utilities, local authorities and housing associations. Using proactive contact strategies they are able to meet debt management, customer acquisition and service interactions goals efficiently and more productively.
We’ve had an exciting few weeks with our Partners and Resellers, telling them how rostrvm can help to get engaged with new opportunities, drive incremental business and improve margins. Not able to make our sessions? Don’t worry, we are running them again.
We welcome back to our team Naila Basit, who returns from maternity leave and is now a proud Mum to a baby boy.
Many of our customers are enjoying the benefits of poweredbyrostrvm – our cloud service which combines all the flexibility of rostrvm with the agility of cloud. Here’s a quick update on what it could do for your business.
rostrvm can be quickly and easily integrated with Microsoft Dynamics CRM using our standard connector to provide a fast, effective joined-up system for your contact centre.
rostrvm can be integrated with Salesforce to get the most out of your customer data with all the enterprise features of our call handling and contact centre software – it’s quick and easy to do using our standard connectors and desktop tools.
Rostrvm Solutions has been named as one of the Top 10 companies in Call Centre Helper’s ‘Top 10 Contact Centre Technology awards’. Ken Reid, one of our directors, said: ‘To put that into context, if you Google ‘Contact Centre Technology’ you get over 54 million results. Readers of Call Centre Helper have voted for rostrvm
In an earlier blog we explained how rostrvm works with Skype for Business; that’s because of its flexibility. In fact, rostrvm will overlay almost any communications infrastructure to give you and your customers a great experience.
Interactive Voice Response (IVR) has been around for many years now and it can be really valuable support for both customers and the contact centre but the key is to ensure that it’s implemented well, designed around your customers’ needs and supports your specific business aims.
We’re pleased to announce that rostrvm is on the shortlist for Call Centre Helper’s 2017 ‘Top 10 Contact Centre Technology’ awards. The awards give recognition to the best products on the market and are voted for by readers of CallCentreHelper.com. In March their website had 237,174 readers (visitors), so that’s a prestigious number available to vote.
At each month end do you have a detailed record at hand on your contact centre’s performance? Can you make informed decisions about where you need to make changes and improvements? Do you survey customers so that you know what they think? Our rostrvm suite includes performance management facilities so that you can assess every
We’re delighted to announce that Adam Cohen has been appointed as a Sales Support Consultant at Rostrvm Solutions. If you’re an existing customer of ours you may well recognise Adam as he started out in the call centre division of Royal Blue as a programmer, before becoming Support Manager at Rostrvm
Skype for Business provides a powerful, unified communications platform connecting people across disparate locations and multiple media from their PC, phone, browser and tablets. It lets you collaborate with anyone, anywhere. The contact centre is a complex and structured business environment with specific operational and cultural needs and “Skype support” can mean many things.
Just before Christmas Ofcom issued updated guidelines on making calls from your contact centre and the use of automated technology such as predictive diallers. The full document - “Ofcom’s statement of policy on its persistent misuse powers” - is available at the Ofcom web site. The guidelines are largely a restatement of those released in
We’ve been using our knowledge and experience gained from over 30 years in the contact centre industry to develop dynamic applications suitable for specific industry needs. If you’re wondering how flexible we are, here’s an example: The social housing sector is now using rostrvm technology to reap big benefits when tackling the seismic changes brought
This year saw rostrvm reach its 30th anniversary. To mark the occasion we’re sharing 30 tips for contact centre success.
You know your customers, right? This year has thrown up some rather potent examples of what happens when this isn’t the case.
After waiting nearly a year for Ofcom to release their updated dialler policy they decided to let us have the glad tidings yesterday – Merry Christmas one and all!
Getting your contact centre ready for Christmas? Here’s our festive checklist!
Matt Slaney has joined Rostrvm Solutions as a Software Developer. He previously worked in support, testing, development and data migration in a blue-chip company. Matt’s focus at Rostrvm will be the continued development of the rostrvm Manager web application, which is right within his skillset.
Precision Contact gives you the optimum chance of reaching your customers because you contact them: at the right time – the best time to catch them; with the right message and channel; using the right people – making sure your contact is handled by appropriately-skilled advisors.
You may have the best data-cleansing system and the most up-to-date records on your customers in town but are you using this intelligence in your contact with them to maximise success?
The financial benefits The beauty of cloud is that there’s no expensive outlay – and no sizeable maintenance and upgrade costs. The core infrastructure – telephone lines, internet services, servers and network equipment – are provided and managed by the cloud service provider. This reduces significantly the start-up costs and implementation time, so Return on
Rostrvm is celebrating 30 successful years in the contact centre industry and we’ve been involved with many changes and innovations over that time. The biggest, of course, is the internet and digital-based services such as the Cloud. Following on from our last blog about replacing or upgrading outdated systems, the natural question for contact centres
Contact centre agents and their customers hate slow, outdated systems. So why do some contact centres insist on keeping them? Flog a dead horse and you get tired and frustrated but there’s still no way that horse is going to move!
To solve a contact centre issue talk to the people ‘at the coalface’, who are often the agents/advisors. Sounds obvious but in hectic business environments it doesn’t always happen.
Have you noticed how the contact centre industry uses a lot of jargon and long ways of saying the same thing? We’ve introduced our new blogs – ‘Straight talking’, based on our 30 years’ experience in the field, which tell you briefly what you really need to know to run a successful contact centre operation.
Bedford Insurance is one of the UK’s leading independent intermediaries. It compares the market and works with established companies to provide quotes for Car, Home, Bike, Van and all types of Commercial Insurance. Customers can access Bedford Insurance’s quick and easy online quotation system 24 hours a day, 7 days a week, for instant quotes
Sadler’s Wells is a world leader in contemporary dance, bringing the very best of international and British productions to audiences at its three theatres in London and on tour. The company has a strong customer service ethos. As a thriving arts organisation and a registered UK charity, Sadler’s Wells earns approximately 70% of its income
We’re pleased to announce that Tom Nicholls has joined our sales team as a Business Development Manager. Tom says, “I’m delighted to be working at Rostrvm because we have products which are truly flexible to suit the needs of the customer. rostrvm can be implemented on site or in the cloud and its products are
The robust rostrvm Cloud Contact Centre Service from Rostrvm Solutions is now available on the Digital Marketplace, through the government’s G-Cloud framework. You can find it in the Software as a Service (SaaS) category. Rostrvm Solutions’ software has been used successfully by household names in the private and public sector for many years. The beauty
Intelligent Insurance is a new broker specialising in high-risk home insurance and has a team of experienced advisers who work from its head office in Ringwood, UK. It provides high-quality, competitively priced policies regardless of a customer’s property type, condition, usage or personal circumstances.
EK Services works in partnership with Canterbury City Council, Dover District Council and Thanet District Council to deliver and support their HR, ICT, Customer Services and Revenues & Benefits operations. As part of this they have a single 90-seat contact centre to communicate with customers, sharing a centralised rostrvm platform across three different locations .
Integrated, multichannel blending in your contact centre can increase agent productivity, streamline staffing and improve customer service when the right advisors are switched to different tasks at the right time.
We are pleased to announce that Rostrvm Solutions is now a member of the Housing Quality Network – Rent and Income Excellence Network. (RIEN) RIEN support income management and rent collection practitioners in the social housing sector. We are delighted to support RIEN and their members by sharing our ideas for best practice on income
Are you considering how your contact centre should be using modern technology to maximise performance and improve customer relationships? Two areas where the right use can make a huge difference are outbound and call blending. We’ve sponsored the “Inner Circle Guide to Outbound & Call Blending” so that you can download it free to answer
One of the central challenges for outbound campaigns is making contact with your audience at a time that suits them. We’ve added an Interactive Voice Messaging (IVM) module to the rostrvm Outbound suite. IVM complements live agent contact strategies – such as predictive dialler campaigns – with an automated message inviting the recipient to enter
We’re at the IT in Housing Exhibition for those involved in the provision of social housing. You’ll be able to learn about rostrvm for Housing, our proactive contact solution specifically for the Housing sector to address the financial challenges created by Universal Credit (UC) and Welfare Reform.
The importance of recording telephone calls for compliance and quality monitoring purposes is well understood. But in today’s multichannel contact centre a ‘conversation’ can meander from one medium to another – web chat to email to telephone call and back again, making it harder to record. We’ve enhanced our recording system rostrvm AuditLog to capture
This year we’re celebrating 30 years of the rostrvm contact centre software suite. Here we take a look back over some of the milestones.
Season’s greetings from Rostrvm Solutions
The latest rostrvm release provides our users with a key new feature to keep their customers happy – Precision skills-based dialling. Skills-based dialling adds to the armoury of precision tools available already to the campaign designer and dialler manager using rostrvm.
In the last of our series of blogs on ‘Making life easy for your customers’ we look at performance management.
Have you noticed how everybody’s talking about omnichannel? It’s a big buzzword at the moment in the contact centre industry.
This series of blogs has been focusing on how to make things easier for customers and provide a fast and seamless service. One of the biggest obstacles to achieving this for many businesses is trying to work efficiently with a mixture of legacy IT, newer architecture and existing processes. This is particularly evident on the
Continuing our series of blogs looking at how customers’ lives can be made easy we consider outbound contact. Before you provide an outbound service to your customers ensure that it will improve your relationship with them. Because outbound contact should be about making it effortless and easy for customers.
Continuing our series of blogs looking at how customers’ lives can be made easy using all areas of the contact centre, including Inbound, Outbound, Desktop Optimisation and Managing Performance. Save customers from ‘repeat street’ and being passed around the contact centre.
In this series of blogs we look at how customers’ lives can be made easy using all areas of the contact centre, including Inbound, Outbound, Desktop Optimisation and Managing Performance. Deal with those massive queues to get through!
At the recent Customer Contact EXPO in London, many people seemed to be stating the obvious – that today’s customers expect their dealings with contact centres to be easy.
Midland Heart is a leading UK housing, care and support business, providing 33,000 high quality affordable homes to over 70,000 customers. The organisation talked to Rostrvm Solutions about ways to tackle the impact of Universal Credit as it wanted to act early to mitigate the effects on customers.
As part of its continued growth Rostrvm Solutions is pleased to welcome Matt Ryan to its Support team.
Rostrvm Solutions has drawn on its vast experience in contact management to address the challenges for the Housing sector posed by Universal Credit. It now offers contact technology which deals specifically with the increasing demands made on businesses like housing associations in areas such as collections and controlling costs.
Is income the heart of your organisation? rostrvm for Housing is a proactive contact solution specifically for the Housing sector to address the financial challenges created by Universal Credit (UC)
The success of SaaS (Software-as-a-Service) solutions has paved the way for widespread creation and adoption of cloud-based solutions with the take-up of IP and movement towards more open systems driving the use of cloud.
Today’s connected customer has a smart-phone in their pocket or a tablet in their hand. Customers have always-on, always-available email and expect fast responses. And if you don’t respond quickly and effectively don’t be surprised if they use their phone to call you and compound your service level challenges.
Rostrvm Solutions has developed a specialist outbound and inbound contact centre solution for landlords. This is particularly relevant as the roll-out of Universal Credit (UC) to replace Housing Benefit will mean that landlords will have to chase their tenants on UC for payment of rent.
We’re delighted to welcome Dr Matt North PhD, MPhil, BSc (hons.), who has joined our Research & Development team as a developer and mentor.
Transforming customer service delivery 12th March, The Studio, Manchester Following our successful bid at one of the top Housing and Care Associations in the UK; Rostrvm Solutions is proud to be sponsoring the Northern Housing Consortium – Customer Contact Centres Conference.
From 6 April the Information Commissioner’s Office (ICO) no longer has to prove that cold calls or nuisance text messages caused “substantial damage or substantial distress” before they can impose fines of up to £500,000 on companies. It will be down to the ICO to decide when a serious contravention has taken place.
Have you heard about poweredbyrostrvm – the hosted contact centre service delivered in the cloud by Rostrvm Solutions? Whatever your customer contact challenges you can use poweredbyrostrvm to become the contact centre you need to be.
Another thing for you to think about this year is the change in call charges that come into play soon.
Predictive dialler use is regulated by Ofcom. The policy and regulations are kept under review and last autumn Ofcom asked for input from the industry.
The most popular areas of our web site are the Planning tools and the Rules of thumb. These sections deliver free advice for anyone planning to start a new contact service or enhance a call centre.
In recent months we’ve seen 2 apparently contradictory themes – “I want my call centre to be easy to use with agents working from anywhere” and “I’m worried about security and need to lock down the call centre technology”.
Customers want to be able to get in touch and they don’t want to get stuck in the usual IVR system, wading through lengthy menu options or ‘speaking’ to a voice recognition system that refuses to understand,
This quiet period between Christmas and New Year is a great time to contemplate what you have told us in our conversations and rostrvm Prophet consulting reviews and to make your plans for 2015. The cloud contact centre is a recurring theme.
We wish you a great Christmas and a cracking 2015.
The Telemarketing team at Heritage Health, a private medical insurance broker, have generated some 60% increase in customer “Transfers” since using the poweredbyrostrvm cloud contact centre service. Emerson Peacey, Managing Director at Heritage Health, says, “We offer UK Private Medical plans, International Medical Insurance for expatriates and specially-designed schemes for individuals, groups and businesses. With poweredbyrostrvm
Heritage Health provides private medical insurance and has a team of highly experienced and knowledgeable healthcare consultants who find the most appropriate and cost-effective plans for customers. Individuals, groups and businesses come to Heritage Health for UK Private Medical plans, International Medical Insurance for expatriates and specially-designed schemes.
Rostrvm Solutions, the customer service hub software provider, has teamed up with Pythagoras to provide flexible contact centre and desktop software that’s integrated with Microsoft Dynamics CRM.
Aston Villa Football Club’s Consumer Sales Department, which is supported by technology from Rostrvm Solutions, has won the ‘Best use of Technology’ category at the Midlands Contact Centre Forum Awards Programme.
If you’re using Microsoft Dynamics and are looking for a high-performing contact centre/desktop solution, we’re pleased to announce that MS Dynamics CRM can now be integrated with rostrvm.
Nick Darke has joined Rostrvm Solutions, the contact centre software developer, as a Business Development Manager. He will be instrumental in accelerating the company’s growth through spreading the word about Rostrvm’s innovative products.
This month, Oscar Rickett of The Guardian wrote an article which suggested that: ‘Customer service is becoming more Kafkaesque by the day, with rounds of Muzak, the endless repeating of your name, address, birth date and maybe name of a childhood pet, the name of the street you grew up on …’ It rightly stated
Rostrvm Solutions sponsored the Dynamic Scripting & the Unified Desktop chapter of ContactBabel’s recently published UK Contact Centre Decision-Maker’s Guide 2014.
When we visited the recent 2014 Customer Contact EXPO at Olympia, London, speakers were focusing on how to achieve good service and value at EVERY customer touchpoint. With customers using everything from mobile, to email to webchat to communicate with contact centres and expecting a fast and helpful response, speakers concluded that technology should play
Having a multichannel environment can involve several departments – IT, marketing, corporate – not just the contact centre. Consistency can only be achieved if everyone involved is briefed properly and methods and processes are integrated. This may sound obvious but it doesn’t always happen. The organisational structure, responsibilities and required skills needed should be considered
You may have heard about the outrage caused in the past week when a mobile phone company introduced a new charge for contacting its call centre. Basically it’s offering customers the choice of paying an extra 50p to skip the queue when calling customer service.
Providing scripts to your contact centre team to base their conversations with customers around can really boost their performance in a variety of situations and ensure compliance – and not just during training. Scripts can also help to achieve higher first call resolution rates; a well-informed customer service advisor who is confident about how to
The latest edition of our customer newsletter is available. We look at the latest rostrvm release which incorporates multi channel features including a suite of Email Supervisor reports allowing call centre managers to better understand service level delivery in the email channel.
Our latest system update (rostrvm 9.2) adds support for Windows 2012 server.
The direct marketing industry contributes financially to the economy and UK call centres alone employ more than 1 million people. Direct marketing techniques are used by numerous companies to generate business and good campaigns can help consumers find the best deal and the most suitable product for their needs. An outbound live marketing call is
Customers expect to be able to choose how they communicate with contact centres now and are even switching between channels such as phone, email, text message, chat and social media to discuss a single requirement. Service advisors therefore need systems that allow them to see a customer's messages across all these channels in one place,
Mike Boyle has joined Rostrvm Solutions, the contact centre software developer, as Operations and Service Manager. He oversees all aspects of rostrvm service delivery at the project, customer support and customer relationship levels. This includes leading the Support Desk, Project Management, Technical Consultants and Software testing teams. Mike explains, “Customers expect projects to be delivered
Your contact centre’s purpose has changed from transactional activity to an environment where your customers can contact you for a wide range of reasons and through a variety of communication channels – you can talk to your clients on the phone, by email, text message, chat, social media … the list goes on.
Gales, floods, illness … disruptions to daily life this winter have massively impacted contact centres, some of which are struggling to cope. Call volumes have rocketed – and so have customer complaints, which have become increasingly vocal, through the use of social media.
You’ve seen our website………… You’ve followed our posts on Twitter………… Now you can follow our “Pins” as Rostrvm has now joined Pinterest.
Your contact centre’s purpose has changed from transactional activity to one where your customers can contact you for a wide range of reasons and through a variety of communication channels – you can talk to your clients on the phone, by email, text message, chat, social media … the list goes on. Answering email with
After a period in an interim role Mike Boyle has joined us permanently as Operations & Service Manager.