Grass Roots Group
The Grass Roots Group is a UK organisation with global reach, and specialises in developing the performance and skills of its clients' staff, specifically through the provision of commercial, education, measurement and reward programmes which Grass Roots manages through its contact centre. It has 250 employees based in the UK HQ in Tring, Hertfordshire.
The Grass Roots Group handles 28,000 inbound and 5000 outbound calls per months. With up to 100 different campaigns delivering reward programmes to blue-chip clients, rostrvm enables a Service Level Agreement to be measured for each client and campaign.
The project objective was to upgrade the telephone system with a product that suited the complex call-flow requirements whilst protecting existing technology investments.
rostrvm CallDirector ACD was implemented to support advanced call routing
rostrvm SuperVisor's reporting capability has saved 24 days each year previously spent on producing monthly services information.
"Before we had rostrvm's management reporting it would
take two days at the end of each month to gather the information to
identify client talk time to raise invoices. Now that we have
rostrvm linking into Crystal Reports, all I have to do is log onto
the report template, select the relevant dates and client and the
report is produced in minutes. "
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