Blog

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

2017-03-30T12:20:48+00:00

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.

2017-03-21T14:28:44+00:00

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

2017-03-07T06:39:59+00:00

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.

2017-02-11T21:33:30+00:00

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.

2017-01-04T05:51:57+00:00

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.

2017-02-11T21:36:41+00:00

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

2017-01-04T05:51:57+00:00

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

2017-01-04T05:51:57+00:00

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!

2016-11-07T08:17:15+00:00

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.

2017-01-04T05:51:57+00:00

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.

2017-01-04T05:51:57+00:00

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

2017-01-04T05:51:57+00:00

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

2017-01-04T05:51:57+00:00

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

2017-01-04T05:51:57+00:00

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

2016-02-16T13:39:25+00:00

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.

2017-01-04T05:51:57+00:00

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

2017-01-04T05:51:57+00:00

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.

2017-01-04T05:51:57+00:00

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

2017-01-04T05:51:58+00:00

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.

2017-01-04T05:51:58+00:00

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.

2017-01-04T05:51:58+00:00

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!

2017-01-04T05:51:58+00:00

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)

2015-07-28T15:54:31+00:00

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.

2015-05-18T17:25:32+00:00

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.

2017-01-04T05:51:58+00:00

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.

2017-01-04T05:51:58+00:00

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”.

2017-01-04T05:51:58+00:00

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,

2017-01-04T05:51:58+00:00

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.

2017-01-04T05:51:58+00:00

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

2017-01-04T05:51:58+00:00

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.

2017-01-04T05:51:58+00:00

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.

2017-01-04T05:51:58+00:00

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

2017-01-04T05:51:58+00:00

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.

2017-01-04T05:51:58+00:00

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

2017-01-04T05:51:58+00:00

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

2017-01-04T05:51:58+00:00

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.

2017-01-04T05:51:58+00:00

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

2017-01-04T05:51:59+00:00

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.

2017-01-04T05:51:59+00:00

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

2017-01-04T05:51:59+00:00

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.

2017-01-04T05:51:59+00:00

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.

2017-01-04T05:51:59+00:00

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.

2017-01-04T05:51:59+00:00

4 for 14 – Balancing choice, service and cost

  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.

2017-01-04T05:52:01+00:00

4 for 14 – Desktop Optimisation

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.  

2017-01-04T05:52:01+00:00

4 for 14 – Precision Dialling

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. 

2017-01-04T05:52:01+00:00

4 for 14

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’

2017-01-04T05:52:01+00:00

Windows 8 and rostrvm

rostrvm 9.1 includes support for user applications such as rostrvm AdVisor , CallGuide and ControlCentre on Microsoft Windows 8 desktops.

2017-01-04T05:52:01+00:00

rostrvm 9.1 available

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.

2017-01-04T05:52:01+00:00

Rostrvm: Partner Programme

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.

2017-01-04T05:52:01+00:00

Rostrvm calling

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,

2017-01-04T05:52:01+00:00

iPhone app update

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.

2017-01-04T05:52:01+00:00

rostrvm multimedia contact

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.

2017-01-04T05:52:01+00:00

Customer service outside the contact centre

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

2017-01-04T05:52:02+00:00

rostrvm: the missing contact centre link for Lync

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.

2017-01-04T05:52:02+00:00

Introducing rostrvm 9

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.

2017-01-04T05:52:02+00:00

rostrvm Newsletter for June

Our latest newsletter has been published including details of Precision Dialling to deliver effective contact for inbound and outbound contact centres.

2017-01-04T05:52:02+00:00

The right technology to do more with less

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

2017-01-04T05:52:02+00:00

Local government case study

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.

2017-01-04T05:52:02+00:00

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.

2017-01-04T05:52:03+00:00