The latest edition of our customer newsletter has been published. This month’s edition covers the latest enhancements to the rostrvm contact centre software suite and our new training services. If you didn’t receive a copy then it is available on line. If you would like to ensure that you receive future copies as soon as they are published
Rostrvm Solutions is supporting the North West Contact Centre Awards again this year. Now in its 6th year the awards recognise and reward the contributions made by individuals and organisations as they continually strive to achieve 'excellence' in the call centre and contact centre. Nominations are open until the end of this month (30th June). More details are available
The latest version of our software is now available to new and existing customers. Building on the success of its predecessor, rostrvm 8.1 contains a large proportion of user-inspired enhancements such as: improved user security, dialler and call routing enhancements, system alarms and MIS report scheduling. There is no additional cost for the latest version
As part of its training package, UK-based contact centre software developer, Rostrvm Solutions, is introducing new certified qualifications. In addition, Rostrvm is pleased to welcome Ben Alexander to its Training team.
The offer in this month's rostrvm News of free copies of the Professional Planning Forum's 'Best Practice Guide 2011' proved to be very popular. We've secured a few extra copies to if you would like one please contact us via our web site. But hurry...
The latest edition of rostrvm News has been published. This month’s edition delivers our top 10 tips on what to do and what not to do when it comes to social media in the call centre. If you didn't receive a copy then it is available on line. If you would like to ensure that you
We are pleased to announce the addition of Kevin Hine to our Engineering Team. Kevin joined us from Syntellect where he spent 11 years as a Customer Support Applications Developer. Kevin is already making his mark on the team and brings a wealth of experience in software development and telephony to his role. We look forward working with him
Whilst carrying out our recent customer satisfaction survey, we have been helping our customers to improve the levels of their own clients’ happiness. Feedback shows that many of our customers are reaping the benefits of being able to measure criteria such as: staff activity levels, accuracy of transactional processing and work volumes. This information has
Whether you operate in the public or private sector, you will have been affected by one of the most talked about financial news of last year: the Government Spending Review. Many organisations tasked with delivering services with reduced budgets predict huge cutbacks. But reduced budgets do not necessarily equal reduced services. Exploring innovative ways of
The latest edition of rostrvm News has been published. This month's edition looks at the impact of spending reviews on the contact centre. If you didn't receive a copy then it is available on line. If you would like to ensure that you receive future copies as soon as they are published please contact us.
Telefocus Limited, an outsourced call centre provider of high performance inbound and outbound campaigns, was a finalist at The Contact Centre Innovation Awards 2011. Telefocus utilises the rostrvm CallDirector ACD inbound call handling software and outbound dialler service from Rostrvm Solutions.
Organised by the Professional Planning Forum, Rostrvm Solutions will be attending this essential event in the call centre calendar for MI teams, resource planners, operation managers, IT and call centre professionals. It takes place at the Hilton Metropole, Birmingham on 11th April – 12th April and is an ideal opportunity to network and exchange ideas on best
Once again Rostrvm Solutions will be attending the Call Centre & Customer Service Summit to be held on the 4th and 5th April @ Whittlebury Hall in the heart of rural Northamptonshire. We will be working with customers and prospects to illustrate the operational benefits of the rostrvm cti, call handling, predictive dialler, management information, scripting and back
How often have you called an organisation that promised to complete a task, which was never fulfilled? It is a scenario that occurs daily and increasing numbers of organisations are finding that such incidents ultimately cost them money. As businesses seek to minimise costs, the back office has emerged as the buzzword for 2011 as
Continuing our series of articles supporting technical users of rostrvm with advice and ideas to get the most out of the rostrvm system we have recently added a number of hints and tips covering SuperVisor Designer - our tool allowing you to design the way in which the data you have stored is displayed on wallboards or any other visual
We’ve noticed a big rise in the number of visitors to our blog and web site using mobile devices including the iPad. To cater for the mobile visitor we’ve added a mobile-friendly interface to our blog. If you are visiting from a mobile device then you already know what it looks like, but if not
Discover Leisure plc, a premier outdoor leisure retailer specialising in the caravan and motorhome market, has maximised its resources and saved on installation time by adding rostrvm software to existing communications technology.
Our latest customer newsletter has just been published......... As a call centre manager, you may have plenty of ideas to kick-start performance for 2011 in your call centre but how many of those ideas will realistically make it past Easter? We think introducing ONE manageable improvement such as offering staff regular training & development opportunities
Affinion International, part of the Affinion Group, helps its clients to build revenue and loyalty from their customer base. Affinion provides marketing solutions for some of the world’s largest financial institutions, insurance companies, utility suppliers and others, from direct mail and telephone marketing, to the internet and every channel in between.
After just one week of the revised Ofcom guidelines on predictive dialler and answer machine detect operation Members of Parliament (the Public Accounts Committee) are calling for Ofcom to "do more" to tackle Silent Calls. If you need help advice on configuring and running your dialling campaigns then contact Rostrvm Solutions. You can read more about silent
Affinion International, part of the Affinion Group, has opened an in-house outbound contact centre and expanded its outbound contact on behalf of its customers beyond expectations - and within a very short timescale - after installing software from UK-based Rostrvm Solutions. Affinion International, which provides marketing solutions for some of the world's largest financial institutions,
The deadline for implementing Ofcom's guidelines on the use of Answer Machine Detect with Automated Calling Systems (ACS) including predictive dialling systems is fast approaching. By February 1st you need to decide what you are going to do and act upon it. The simplest method of ensuring that you are compliant with the current statement on
A new case study describing how Canterbuty City Council uses the rostrvm call centre software suite is available to download. Canterbury City Council is using home-working to great effect since installing a VoIP-enabled system with Rostrvm Solutions and has improved its overall productivity. The home workers case study can be found at here
Contact centres are facing increasing pressure to provide excellent customer service but keep the length of calls viable at the same time. Contractor accountant (www.brookson.co.uk) Brookson has achieved this by implementing scripting tools from Rostrvm Solutions on the agent’s desktop, to support them with individual calls. Furthermore, Brookson has greater flexibility in the way it
Earlier this week Ofcom released an 'open letter' to users of automated calling systems (predictive diallers) re-emphasising the guidance issued a couple of months ago. The letter doesn't add any new information but acts as a timely reminder that there is only about a month to go to the February deadline. Ofcom's letter is available at their
Contact centres which are using a VoIP-enabled system and broadband to allow their staff to work at home are reaping the benefits, especially during wintry conditions.
Customer contact services have experienced a significant change in what their customers expect and the way that they want to do things over the last few years. Whilst economic pressures mean contact centres are forced to ‘do more with less’, customers are more prepared to complain, negotiate and demand. Added to this is the growing
Customer feedback and comments are a central component in developing Rostrvm Solutions' services and products. We are writing to and calling each of our customers requesting few minutes to complete a survey so that we can gain views on how we are performing. These opinions will help to ensure that we meet the needs of the changing contact
A new call centre case study describing how the Cambridge University Press uses rostrvm is available to read here. Cambridge University Press has built its reputation on providing high-quality customer service and it has over 45 Customer Service agents using rostrvm to take calls from all over the world about sales and services relating to
If you missed our discussion and workshop around right time to call analaysis and predictive dialler systems at the recent Professional Planning Forum seminar then you can view our presentation at the forum's web site.
The Public Sector will be required to transform services to reduce costs by providing a better, faster, cheaper delivery of services. Rostrvm Solutions is sponsoring the Planning and Forecasting for Public Sector Contact Centres workshop is aimed at developing ideas and strategy for implementing effective forecasting and planning to assist you with your change programme.
The Award for ‘Best Contact Centre Improvement Strategy’ at the 5th Annual North West Contact Centre Awards Ceremony was won by Cable and Wireless Worldwide. The award was sponsored by Rostrvm Solutions and presented by Peter Brown, Rostrvm's Sales Director
Britain’s struggling economy has meant that contact centres are having to compete even harder for business. They are expected to provide ever-higher standards of customer service whilst simultaneously cutting costs and maximizing every single resource. It is, quite literally, a tough call. In recognition of this fact, a new category has been introduced by the
As many predictive dialler users turn off Answer Machine Detection "right time to call" facilities look like becoming the next big thing. Rostrvm Solutions is hosting a workshop at the Professional Planning Forum's National Outbound seminar on Thursday to be held near Manchester Airport. More details are available at http://www.planningforum.co.uk/Default.aspx?tabid=826
Rostrvm Solutions will be attending the Call Centre & Customer Service Summit to be held on the 11th & 12th October @ Stansted. We will be working with customers and prospects to illustrate the operational benefits of the rostrvm cti, call handling, predictive dialler, management information and scripting systems. We hope to see you there.
Last week Ofcom announced the latest rules and guidance surrounding the use of automated calling systems - predictive diallers. The new rules come into force in February 2011 and are primarily focussed upon the use of automated Answer Machine Detection. In our view the revised rules sound the death knell for Answer Machine Detect. No,
Following the consultation earlier this year Ofcom has confirmed the revised rules for the use of Answer Machine Detection (AMD) technology with a predictive dialler. In summary "The new rules will prevent a company using answer machine detection equipment more than once a day, unless a call centre agent is on hand to answer the
Telefocus, part of the Hertfordshire Ltd Group of companies, delivers call centre services to clients in sectors including consumer credit, financial services and the mail order market. Telefocus reviewed its contact management technology in the context of continued business growth and recognising the need for technology that is cost-effective and flexible enough to support organic
Recession. Tight budgets. Efficiency savings. These words ring in the ears of every call centre manager constantly and they are under even more pressure to optimise resources with the Government’s Spending Review being announced next month. Many voiced their concerns about this at the Call Centre Expo, held at the NEC Exhibition centre, Birmingham, this
Call centre managers are finding that they can reduce operating costs, maximise resources and improve customer service levels by using automated forecasting and scheduling software. A new partnership has made forecasting and scheduling software even more valuable. Rostrvm Solutions, which designs, develops and supports software applications for the call centre and back office process management
...or doing the same with less. All contact centres are under pressure to optimise resources. Rostrvm Solutions is working with the South East Contact Centre Forum and we will be illustrating how we can help you at Call Centre Expo. To learn more visit us at lunchtime on the 21st or 22nd September at The
The UK parliament approved the increase of the fine for excessive abandoned calls made by call centres. As expected the fine is increased from £50,000 to £2 million. Our friends at callcentrehelper.com have excellent coverage at this story available at http://www.callcentrehelper.com/parliament-fine-silent-calls-12719.htm
The North West Contact Centre Awards programme is in its 5th year and was set up to recognise and reward the contributions made by individuals and organisations as they continually strive to achieve 'excellence'. The awards are now firmly established as the benchmark for 'excellence' throughout the North West Contact Centre Sector. Rostrvm Solutions is
The recent Ofcom consultation on silent calls, abandoned calls, answer machine detect and the predictive dialler closed a few days ago. You have been able to read what we think for a while at http://www.rostrvm.com/in_our_opinion_AMD.php . But what did the industry think? Opinions from individuals, call centres, technology providers and other key influencers are available to
In a survey carried out by call centre software provider Rostrvm Solutions, over 70% of contact centres relied on back office teams to complete customer transactions, yet nearly half were not measuring operational performance in the back office. Another key finding was that whilst the use of Computer Telephony Integration (CTI) is increasing, over half
Aviva UK General Insurance (UKGI), part of Aviva, the world's fifth-largest insurance group and the biggest insurance services provider in the UK, has partnered with Rostrvm Solutions to provide the technical expertise and innovation required in building a market-leading outbound operation. Aviva UKGI is well accomplished in acquiring and retaining its customers. Nearly 170 people
We will be supporting the South East Contact Centre Forum [www.seccf.co.uk] at the Call Centre Expo in September 2010. If you would like to know more about "Doing more with the same.... .... or doing the same with less" come along, see our presentation and have a chat.
Cable&Wireless (C&W) is one of the world's leading international communications companies, specialising in providing critical communication network and services in the UK and globally. C&W has a long-standing relationship with Aviva and provides a managed telecommunications service to its insurance division. As part of this, Aviva UK General Insurance is using a rostrvm OutBound dialler
With only a few days left to respond to Ofcom's consultation on tackling abandoned and silent calls (Consultation closes on 27th July, 2010) have you considered what the proposed changes will mean for your call centre and predictive dialler operation? We have! If you would like to know what we think visit our resource centre,
Topics covered in this issue include: Proposed changes to call centre regulations for predictive diallers Improving call centre and back office efficiency with rostrvm CallGuide and rostrvm BackOffice The current newsletter and our back catalogue are available here.
It sounds like the top 3 agenda items in a call centre strategy meeting – “we need to increase customer satisfaction, optimise agent productivity & reduce cost”. rostrvm QueueBack and CallBack achieves all three objectives in one integrated system. Using VoIP technology rostrvm QueueBack and CallBack enhance customer perception, giving any call centre the facility
Ofcom has issued a new consultation covering the use of predictive diallers and automatic answer machine detection technology. "Ofcom is proposing a new rule to prevent a company calling an answer phone more than once in any 24 hour period, unless a call centre agent is on hand to answer the call. This would mean
Our main web site rostrvm.com has been updated. User feedback has led us to rework the site navaigation to make it easier for you to find material. We've also updated the user registration element so that regular visitors and frequent users of the web site tools - such as the dialler calculator, predictive dialler planning
The latest rostrvm incremental release (7.1-5) is now available. This incremental release enhances 'unattended dialling' campaigns undertaken from the rostrvm predictive dialler. To learn whether this incremental release can benefit you please feel free to contact us.
... you could easily have missed a couple of recent decisions that may impact your call centre. Ofcom’s maximum penalty for persistent misuse of an electronic communications network or service is rising from the current £50,000 to £2 million. The higher penalty, which is expected to be in force by June, is mainly aimed at
Following the UK government's budget last month it has been decided to remove National Indicator 14 (Avoidable contact: The proportion of customer contact that is of low or no value to the customer). This means that measurement of avoidable contact in government contact centres is no longer mandatory. It seems a little ironic that the
We will be attending and exhibiting at the annual Professional Planning Forum conference to be held at the National Exhibition Centre near Birmingham on 19th & 20th April. If you are going to be there why not pop along and see us?
In its response to the proposal to increase penalties for the persistent misuse of an electronic communications network the government also announced that Ofcom is intending to open a consultation on its persistent misuse policy that will examine Answer Machine Detect (AMD) usage in more detail. Consultation takes a while but if you would like help in considering what this might
The UK government has published its response to the recent consultation that considered raising the maximum penalty for the persistent misuse of an electronic communications network or service mainly to tackle the problem of silent and abandoned calls to consumers. This issue typically relates to misuse of predictive dialler technology As expected, the government's response
... or doing the same with less. Call centres are under pressure. Rostrvm Solutions will be presenting practical ideas on how to remove waste, increase control and enhance customer contact productivity at the South East Contact Centre Forum events later this month. To learn more visit the Contact Centre Forum's web site
We are attending the call centre & customer services summit being held at Stansted on March 15th & 16th. If you would like to learn about how rostrvm can help you to meet your call centre & back office targets why not meet us there?
The contact centre is being bombarded by demands for change from every angle. Drastic changes in the economy have caused everyone to rethink their buying and spending; customers are expecting service faster, better and through a diverse range of media; new regulations continue to be rolled out, affecting how operations are run; and internet technology
Contact blending in the call centre increases operational effectiveness allowing call centre agents to handle more contacts in any given period. But what do we mean by ‘blending’? Call centre blending commonly means combining inbound and outbound telephone call activity – typically using ‘spare’ staff capacity to make outbound calls during periods of low inbound
Following the closing date of the Department for Business and Skills' consultation on predictive dialler silent calls the Communications Consumer Panel came out in support of higher fines of up to £2 million for dialler misuse. You can read more in the London Evening Standard together with comment from campaigner David Hickson and directly at the Communications
Just over a year ago we conducted research into the number of desktop applications that an agent has to navigate to complete a call. Our research also highlighted the large number of different software applications used by call centre agents to process calls - the numbers ranged from 1 to 20+. Call centre agents use
Oliver HerstStrong business growth means that we've extended our support team. We have been joined by Oliver Herst: "I joined Rostrvm Solutions this month from Touchpaper where I worked in the IT Support team. Prior to Touchpaper I graduated from the University of Surrey with a Computing and IT degree. I'm looking forward to applying my customer service skills to assist Rostrvm in continuing
At the turn of the year ContactCenterWorld, the on-line resource for call centre professionals, asked for our views of 2009 and projections for 2010. Our opinion appeared in a number of articles that you can read here & here & here & here & here.
A fresh covering of snow has brought further travel problems to the region around our headquarters in Surrey. But the fact that our call centre technology is inherently location-independent means that it is business-as-usual with some of our service & support team working from home (or working from their cars whilst stuck in traffic!) For assistance just call the
The presentations and discussion notes from the recent South East Contact Centre Forum are available to download in PDF format by clicking here.
With the ultimate vision of Unified Communications in mind and seamless use of multiple channels, it is no surprise that every single system that Rostrvm has installed for contact centres in 2009 has included Voice over IP. Advances in technology have meant that VoIP now offers an infrastructure that enables many businesses – and not just
This year contact centres should be asking: are our systems easy to use? Do we have the tools we need to manage properly? Can we monitor what staff are doing/saying in an unobtrusive and effective way so that we can make improvements which empower agents? Making improvements does not have to be a massive undertaking.
As we slide gently into a new decade we thoguth we would spend our first few posts of the year looking at what has happened in the past year and our view of the key issues in 2010. Looking back... 2009 was an extraordinary year, against the backdrop of recession, the contact centre industry has had
As mentioned in last month's rostrvm News, the Government has issued a consultation document which could see Ofcom’s maximum penalty for persistent misuse of an electronic communications network or service rise from the current £50,000 to £2 million. The penalty is particularly aimed at call centres generating an unacceptable number of silent or abandoned calls
As businesses plan to meet the challenges presented by 2010, one of the items on many Christmas lists is VoIP (Voice over Internet Protocol technology), in the contact centre. Call Centres like the fact that IP-based systems can work alongside existing PBXs and data systems, for cost-effectiveness. Rostrvm can mix and match traditional (TDM) telephony
Fidessa group plc is a leading global supplier of trading systems, market data and connectivity solutions to firms involved in trading the world’s financial markets. Fidessa utilises rostrvm CallDirectorACD in combination with rostrvm CallGuide to ensure the smooth running of a multiple-location service desk, where technical support and assistance is given to customers with queries
Following the success of the inaugural meeting of the South East Contact Centre Forum earlier this month, the event is being repeated later this week (Thursday, December 17th). his event will again be hosted by Rostrvm Solutions. To book a place or simply to learn more about the South East Networking Forum (SECCF) visit http://www.seccf.co.uk/ or
The presentations and discussion notes from the recent South East Contact Centre Forum are available to download in PDF format by clicking here.
An enthusiastic audience of call and contact centre managers visited Rostrvm Solutions to attend the inaugural session of the South East Contact Centre Forum. The Forum's aims and objectives were presented together with discussion of specific operational and technical issues that the forum will look to address over the coming months
rostrvm on show We attended the Collections / Debt Sales & Purchase conference (organised by Credit Today) earlier this week. It was particularly interesting to talk to conference attendees about innovative applications for predictive dialler technology, intelligent inbound call management and multimedia contact.
Click to vote Rostrvm Solutions has been nominated for ‘The Top 10 Call Centre Technology for 2009’ awards, organised by leading UK online magazine Call Centre Helper, for its rostrvm Outbound contact management and dialler and rostrvm CallGuide scripting software. Voters include the 47,000 Call Centre Helper readers from the industry, particularly Call
The consultation document related to raising the maximum penalties for failing to comply with Ofcom guidelines is available at the Department for Business Innovation & Skills web site http://www.berr.gov.uk/consultations/page53310.html We urge all predictive dialler users to at least read the consultation to gain an insight to the thinking behind the proposal. If you want to make
Brookson, a leading provider of accountancy, tax advice and support services to freelance contractors and self employed professionals who work in business for themselves, has adopted advanced contact centre technology to support a revolutionary approach to attracting new clients. The new contact centre technology delivers an additional element in a multifaceted set of
A government consultation has been launched looking at raising the maximum penalty for silent calls - which may be created by incorrectly used call centre predictive diallers - to one of £250,000, £500,000, £1million or £2million (see the Ofcom website for more details) This should act as a further catalyst for infringing call centres to sort their act out. But
Rostrvm Solutions is providing support to the newly formed South East Contact Centre Forum. south east contact centre forum The South East Contact Centre Forum was set up in September 2009 bringing together the growing number of call/contact and customer service centres within the south east. Covering Berkshire, Buckinghamshire, Hampshire, Isle of Wight, Kent, Oxfordshire,
Every business needs to communicate with its customers. Call centres began life as a centralised point for conducting relatively straightforward transactional activities such as receiving requests for product information, taking orders, reviewing account balances and resolving common service requests. The increasing availability of consumer self service methods such as the internet and Interactive Voice Response
One of the reasons the rostrvm application suite is such a good fit for most call centre and outbound contact management requirements is that we have been listening to our customers for over 20 years and building their ideas in to our new developments and enhancements. In the last 12 months or so we've seen
Back in August ServiceTick and Rostrvm Solutions announced an initiative to ensure close integration of their respective products to deliver high levels of functionality and value to their customers. This partnership is now bearing fruit! On 30th September ServiceTick presented a case study at the Professional Planning Forum event at Heathrow which shows how Aviva use rostrvm
It's been a busy few months of trade shows and exhibitions. We're at the 10 th Call Centre & Customer Service Summit @ Stansted next week (12th & 13th October). So if you would like to talk to us about the operational benefits of rostrvm cti, call handling, predictive dialler, management information and scripting systems, why not
Despite the many tomes and blogs picking over whether or not all abandoned calls should be included within statistics, the fact remains that every abandoned call is a missed opportunity to satisfy a customer and potentially generate new revenue, whether directly or indirectly. You don’t want your customer to go to another company because they
Rostrvm Solutions is supporting the forthcoming (30th September) Best Practice Seminars run by the Professional Planning Forum. The seminars cover 3 key elements of contact centre planning - Outbound, Back Office and Customer Journey planning. This event give delegates a chance to hear from organisations key to best practice in the industry, participate in interactive
Rostrvm Solutions provides free, direct support to consultants working in the contact centre space. Call centres are central to many organisations' customer communication strategies. Call centre users increasingly turn to consultants for advice on deploying technologies and services to enhance the customer experience and optimise cost. But call centres are becoming increasingly complex; it can
Today’s consumer expects excellent service every time they get in touch with a business. Rostrvm Solutions and ServiceTick Limited have combined technical forces to capture instant customer feedback from web interactions and translate information into call centre action.For example a prospective customer might visit your website to request a quotation but not complete the sale.
Rostrvm Solutions will be attending the Association for Public Service Excellence annual seminar to be held in Cardiff in September. To learn more click here
Insure4Retirement.co.uk, a trading name of Insurance Dialogue Limited (IDL), is an independent intermediary specialising in insurance for people aged 50 and over. To support continued business expansion IDL has deployed SIP based VoIP call centre systems. rostrvm OutBound predictive dialler and campaign management system rostrvm CallGuide Contact Point Management rostrvm CallDirectorACD inbound contact management and
Topics covered in our July newsletter include: Bringing the web and the call centre together Email blending productivity calculator Couldn't make the outbound planning forum? An archive of our newsletters is available here.
Contact blending in the call centre increases operational effectiveness allowing call centre agents to handle more contacts in any given period. But what do we mean by ‘blending’?
Rostrvm Solutions will be exhibiting at the APSE exhibition and awards in September. Why not come and see us? To find out more about the exhibition, go to: http://www.apse.org.uk/seminars-events/service-awards2009.html
The traditional view of the call centre as a specific place where customer contact takes place is becoming outdated. Increasingly customer interactions happen throughout an organisation combining front-line contact management in multiple locations and back-office support functions. An important element in any call centre deployment, and particularly in a distributed ‘virtual’ environment, is the cost
Today’s consumer has a wide choice of channels to learn about products and services with the internet becoming a dominant first-point-of-contact for information. But when the customer wants to learn more there is no substitute for person-to-person contact. For several years the rostrvm call centre application suite has incorporated facilities to link web contact such