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 contact centre desktop, where accuracy and compliance are vital.
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.
As part of its continued growth Rostrvm Solutions is pleased to welcome Matt Ryan to its Support team.
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)
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 we’ve managed to increase our telemarketing performance, without using more staff or data, and this is expected to rise still further.”
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 that this leaves people feeling somewhat frustrated.
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 a large part in meeting their needs, as must well-trained staff.
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 as one big picture when planning strategy.
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 handle a call because all the key elements are in their script is likely to make the customers’ experience more positive and resolve the interaction faster.
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 a
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.
After a period in an interim role Mike Boyle has joined us permanently as Operations & Service Manager.
The 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.
The use of social media in the contact centre has been on everyone’s radar for a long time and as our research shows social media in the contact centre is starting to happen.
As simple customer transactions shift channels to self-service your contact centre “conversations” – phone calls, emails, text messages…. – become more complex with an ever-increasing proliferation of systems used by the agents to complete the activity.
One thing that we know for certain is that predictive dialler use will continue be a focus for Ofcom and the Information Commissioner’s Office; this will drive predictive dialler users to look again at the dialler’s role in customer relationship management.
In this short series of articles we will be looking at 4 customer contact trends that we expect to see taking centre stage during 2014.
We’ll be going into more detail and pointing you to supporting materials and tools over the coming days but in summary we expect to see:
The continued transition from ‘blind’ Predictive Dialler
Season’s greetings from Rostrvm Solutions
rostrvm 9.1 includes support for user applications such as rostrvm AdVisor , CallGuide and ControlCentre on Microsoft Windows 8 desktops.
rostrvm 9.1 is now available with extended features including a new tool to simplify the creation and management of CallGuide and DeskTop scripts allowing them to be constructed as a graphical flow diagram.
Here at Rostrvm Solutions we are committed to developing strong strategic alliances with partners who provide complementary products and services that differ from our core offering.
Our latest newsletter is available. As call centres come under increasing scrutiny we look at the tools and resources that can help with predictive dialler performance.
Rostrvm Solutions, customer service hub software designer and developer for the contact centre and back office, is expanding. You may hear new voices on the phone as it has recently appointed two new telesales executives, Simon Gaut and Naila Khan to its growing team.
Simon Gaut previously spent five years working in a contact centre, working his way up to become the Manager. Naila worked in various Retail Management roles for nine years and then did a year in a Business Development role prior to joining Rostrvm.
Some users of the iPhone version of our Call Centre Calculator app reported operational problems using the tool with new and updated iPhones. A new version is now available to support iOS 7. Expect to receive notification from the App Store.
Our latest newsletter has been published delivering multi channel contact answers.
Since we published our research into Desktop Applications & Social Media we have seen increased interest in multi-channel contact centre operations – integrating emails and social media with established telephone customer service.
The contact centre has a long history of managing and measuring activity and rostrvm is a leader in providing facilities to support this key aspect of delivering excellent customer service.
We know that providing great customer service needs to happen outside the contact centre too. Whilst all contact centres measure performance, many back office operations do not have any criteria or metrics to do the same.
Microsoft Lync delivers a unified communications environment, connecting people across different locations and multiple media from their PC, phone, browser and tablets. The rostrvm suite of applications complements Lync to provide a comprehensive, purpose- designed platform for contact centre operations.
One particular issue that affects all parts of a business is managing multiple IT applications on the desktop.
Increasingly, there are times when contacting prospects and customers promptly is imperative.
Recently the 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 media.
Rostrvm Solutions has renewed its membership of the Oracle partner community.
Our latest newsletter has been published including details of Precision Dialling to deliver effective contact for inbound and outbound contact centres.
Providing excellent customer service whilst keeping to budget, meeting targets and complying with regulations is a challenge for most contact centres, especially if the type of services required increase.
This situation happens to many organisations and they find that, although their workload has evolved and grown over time, their existing IT infrastructure only offers them the
Meeting the customer service cha££enge
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.
We have joined the newly formed Network Answering Machine Detection (AMD) Working Party as founder members.
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.
This month’s rostrvm news reports on a flurry of activity from the regulators surrounding outbound call centres and predictive dialling.
Our recent survey has highlighted that agents are having to battle with a large number of applications to handle call centre telephone calls.
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.
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.
We have added a video illustration of our call centre calculator to our video channel.
Tom Fyvie has joined us as a First Line Support Engineer.
Simon Gaut has joined the sales team at contact centre software developer Rostrvm Solutions.
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.
Following user feedback, we have started to provide our ‘Rules of Thumb’ in video.
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.
We’ve launched our new, easy-to-use web site.
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.
In our previous post we mentioned that we were waiting for additional devices to test with our Contact Centre management information system….
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
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.
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.
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.
We’ve published our Rule of Thumb: Calculating the number of agents needed in an inbound call centre.
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:
We’ve launched a handy and useful app for mobile devices, to assist busy managers in calculating inbound call centre staffing needs.
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.
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.
We’ve published our Rule of Thumb: Calculating the number of trunks (telephone channels) needed in an inbound call centre.
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.
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 to keep up to date.
More information and booking details are available here.
Implementing a call centre from scratch or making changes and additions to an existing contact management operation requires careful thought and planning.
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 published please do not hesitate to contact us.
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!
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?’
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’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.
Our latest newsletter is now available including details of our customer contact case study with One-Sure Insurance.
We are exhibiting at Call Centre Expo in conjunction with our partner Adtech Global and Celuis Networks.
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.”