Blog

19 10, 2017

XLN Telecom Ltd Case Study

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.

14 09, 2017

Tips on Desktop optimisation

To reduce costs, increase efficiency and improve the customer experience of your contact centre, tackle how your staff use your systems and optimise desktops.

5 09, 2017

Wasps and Ricoh Arena Case Study

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.

31 08, 2017

The art of Performance Management

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.

24 08, 2017

How to get Inbound customer service right

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.

31 07, 2017

How to give great customer service – Outbound

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.

28 07, 2017

How to use outbound contact to channel shift

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

19 07, 2017

How to provide a great customer experience

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:

17 07, 2017

Rostrvm for Collections

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.

3 07, 2017

Welcome to our Reseller and Partner Briefing Sessions

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.

26 06, 2017

Welcome back Naila

We welcome back to our team Naila Basit, who returns from maternity leave and is now a proud Mum to a baby boy.

20 06, 2017

Cloud: what’s in it for you?

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.

12 06, 2017

rostrvm with Microsoft Dynamics CRM

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.

9 06, 2017

rostrvm with Salesforce CRM

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.

25 05, 2017

We’re in the Top 10 contact centre tech companies

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

17 04, 2017

How to provide great customer experiences using IVR

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.

5 04, 2017

We’re shortlisted for the ‘Top 10 Contact Centre Technology’ awards

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. 

3 04, 2017

Getting ahead on performance management

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

30 03, 2017

Adam Cohen – supporting customers in new role

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

21 03, 2017

rostrvm with Skype for Business

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.

16 03, 2017

How to comply with updated dialler guidelines and succeed

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

7 03, 2017

Rostrvm’s award-winning technology is in the house!

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

27 12, 2016

30 years, 30 tips

  This year saw rostrvm reach its 30th anniversary. To mark the occasion we’re sharing 30 tips for contact centre success.

15 12, 2016

Rostrvm welcomes Matt Slaney

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.

13 12, 2016

How to make Precision Contact

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.

17 11, 2016

Cloud: the business case

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

7 11, 2016

On-site or Cloud hosted?

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

31 10, 2016

Contact centre horrors

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!

27 10, 2016

Talk to your people

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.

27 10, 2016

STRAIGHT TALKING FROM ROSTRVM

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.

5 09, 2016

Bedford Insurance

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

2 09, 2016

Sadler’s Wells

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

30 08, 2016

Tom Nicholls joins Rostrvm Solutions

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

12 08, 2016

Rostrvm Solutions’ cloud contact centre service on G-Cloud

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

4 08, 2016

Intelligent Insurance

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.

22 07, 2016

EK Services virtual contact centre

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 .

19 04, 2016

Rostrvm Solutions joins The Rent and Income Excellence Network

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

31 03, 2016

Free download : ‘Inner Circle Guide to Outbound & Call Blending’

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

16 02, 2016

Meeting contact targets with IVM

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

6 02, 2016

See us @ IT in Housing

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.

4 02, 2016

Omnichannel contact recording

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

1 12, 2015

Introducing precision skills-based dialling

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.

11 11, 2015

Desktops which make life easier

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

4 11, 2015

Keeping in touch

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.

28 10, 2015

Make the customer experience effortless

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.

20 10, 2015

Make contact easy

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!

6 10, 2015

Midland Heart

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.

16 08, 2015

Kirklees Neighbourhood Housing

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.

28 07, 2015

Introducing rostrvm for Housing

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)

19 06, 2015

Cloud call centre research

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.

3 06, 2015

The changing face of email in the contact centre

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.

19 05, 2015

Customer service solution for landlords

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.

6 03, 2015

Use Precision dialling to avoid being a nuisance

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.

27 02, 2015

poweredbyrostrvm – cloud contact centre

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.

5 01, 2015

Predictive dialler compliance

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. 

31 12, 2014

Your plans for 2015: Flexibility and Security

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”.

29 12, 2014

Your plans for 2015: Visual IVR

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,

28 12, 2014

Your plans for 2015: Cloud contact centre

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.

5 12, 2014

Heritage Health contact centre success with poweredbyrostrvm

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

4 12, 2014

Heritage Health

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.

4 11, 2014

Aston Villa wins with rostrvm

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.

24 10, 2014

Meet Rostrvm Solutions’ Nick Darke

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.

22 10, 2014

How can you improve YOUR contact centre?

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

9 10, 2014

Unified desktop research

Rostrvm Solutions sponsored the Dynamic Scripting & the Unified Desktop chapter of ContactBabel’s recently published UK Contact Centre Decision-Maker’s Guide 2014.

7 10, 2014

EXPO speakers get to the heart of customer service

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

25 09, 2014

Multi channel consistency

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

21 08, 2014

What should you do about contact centre queues?

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.

13 07, 2014

CallGuide Scripting for effective call handling

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

1 06, 2014

rostrvm News – multichannel developments

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.

1 05, 2014

Responsible dialling, decent rewards

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

27 03, 2014

How to make multichannel efficient with a dialler

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,

14 03, 2014

Rostrvm Solutions focuses on Service with new appointment

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

28 02, 2014

rostrvm News – multichannel customer contact

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.

12 02, 2014

Be an impressive contact centre in a crisis

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.

31 01, 2014

See more about us

You’ve seen our website………… You’ve followed our posts on Twitter………… Now you can follow our “Pins” as Rostrvm has now joined Pinterest.

18 01, 2014

All multichannel contact centres need a dialler

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