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… Continue reading
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… Continue reading
Contact centre software provider Rostrvm Solutions has partnered with Aquira Ltd, specialists in direct marketing services, to build the UK’s only end-to-end outsourced sales service under one roof. Aquira has now launched its in-house, managed dialler service for numerous clients across multiple channels and sites, based at its Sales Lab in Glasgow.
Rostrvm Solutions, the UK software provider, has researched contact centre operations and analyzed millions of calls over several years and has now published some significant findings for all who want to improve profitability and customer satisfaction.
Its White Paper ‘The future of outbound is precision dialling’ focuses on today’s contact centre challenges and shows how to use Precision dialling to obtain break-through results and achieve much higher success rates.
Rostrvm Solutions, the customer service hub software provider, is showing visitors how to make more effective customer contact at its stand at the British Insurance Brokers’ Association (BIBA) Conference & Exhibition.
Rostrvm Solutions’ latest survey of UK contact centres has found that staff productivity is being hampered by having to battle with too many desktop applications. The research has also uncovered revealing facts about where and how Social Media is being used to interact with customers.
Rostrvm Solutions, the UK contact centre software provider, has launched a handy and useful call centre calculator app for mobile devices, to assist busy managers in calculating inbound call centre staffing needs.
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 just won his argument against AAC, which sells referrals to management companies, for receiving nuisance cold calls.
It might be easy to imagine the perfect contact centre design, which provides a comfortable but functional and enjoyable place to work – but, unless you are a ‘techy’ it’s much harder to come up with your ideal contact centre technology ingredients … that magical mix that gives customers and staff the ‘feel good’ factor they deserve.
Woking & Norwich (UK) – August 2009. 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.
Contact centre software developer and systems integrator, Rostrvm Solutions, has launched rostrvm DeskTop, which builds upon elements from its successful application for the call centre, rostrvm CallGuide. Both products make complex IT systems easy to navigate and save time because they bring everything together in one place.
Tiziana Giardina has joined contact centre software developer Rostrvm Solutions as Sales and Marketing Development Manager.
Rostrvm Solutions has announced its results for the last financial year which show continued growth. Turnover increased by more than 10% with a corresponding rise in profitability.
Complying with the latest regulatory guidelines whilst striving to achieve targets on outbound campaigns is often a tough challenge for contact centres. Rostrvm Solutions, leading provider of contact centre software applications, says that using intelligence from inbound communications can not only aid compliance but also achieve a significant increase in outbound contact success.
Share the good news! – Rostrvm Solutions is sponsoring the London & South East Contact Centre Awards dinner
Rostrvm Solutions, leading provider of contact centre software applications, is sponsoring the London & South East Contact Centre Awards dinner, on 25 May.
Many organisations, particularly local authorities and others in the public sector, are under pressure to deliver services at a significantly reduced cost, due to spending cuts. Rostrvm Solutions, contact centre software developer, looks at ways to lessen the impact on the customer.
Woking (UK) – February 2009. Research carried out by Rostrvm Solutions has shown that public sector call centres are not making the most of technology such as Computer Telephone Integration (CTI).
As contact centres contemplate the tough economic marketplace of 2012, the agenda will be about how to work with ‘austerity’ and turn it into prosperity. Successful companies will be those who maximise their existing resources and plan carefully to ensure they are well positioned for the future. Rostrvm Solutions, contact centre software developer, believes it’s entirely possible to achieve a lot more with less.
As Woking-based contact centre software developer Rostrvm Solutions celebrates 25 years we asked Ken Reid about the ingredients of its success and how it has seen off more than one recession!
To retain customers and be competitive, contact centres need to overcome obstacles to providing excellent standards of customer service. This has to be high on the agenda for any business, particularly now, as unhappy customers have so many channels on which to air their complaints about a company – and competitors to turn to.
Rostrvm Solutions Ltd and IISAS Ltd have announced a new partnership combining IISAS’ specialist technical services with the rostrvm suite of applications. Together they deliver end-to-end customer contact solutions that make call centres, contact centres and back office operations work efficiently and effectively.
Rostrvm Solutions, which develops and supports software applications for the contact centre and back office process management and reporting, sponsors the Midlands Contact Centre Forum (MCCF) and is speaking at its Regional Forum on Tuesday 18th October hosted by Autonet Insurance Group.
Trying to achieve excellence for your customers has never been more important than now, with increased competition and tough economic conditions. With this in mind, Rostrvm Solutions is sponsoring the 6th Annual North West Contact Centre Awards, which rewards such excellence.
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.
Contact centres are facing increasing pressure to provide excellent customer service but keep the length of calls viable at the same time. Contractor Accountant 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 pays for services such as this.
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.
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 familiarity with the internet and other social media – creating a need for investment in a much wider range of communications channels to remove the walls between business and customer.
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.
Contact centres are increasingly looking for the flexibility of being able to buy the call centre functionality that they need, only when they need it, allowing them to keep up with changing market demands whilst carefully managing budgets.
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 of respondents still did not use CTI in their call operations, despite the benefits it offers such as intelligent call routing and improved call handling.
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 continues to have a huge impact.
Brookson – the smarter way to work todayBrookson, 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.
Rostrvm Solutions is providing support to the newly formed South East Contact Centre Forum.
Woking (UK) – June 2009. 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.
Woking (UK) – May 2009. 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 conversation.
Woking (UK) – April 2009. Over the past year Rostrvm Solutions, the call centre application provider, has extended its operational territories with implementations in West European and Nordic countries. These new regions add to Rostrvm’s established activities in the UK and Asia.
CTI is a long-established technology for improving performance but is it being used?
Rostrvm Solutions will discuss the benefits in a seminar session at Professional Planning Forum
Think of Computer Telephone Integration (CTI) and you probably think about screen popping IT systems and automated dialling. And you might also think CTI is a complex system development. Rostrvm Solutions’ new Java toolbar provides easily-deployable standard call centre CTI functions and more.
41% do not expect to be ready because CRM systems cannot meet the challenge of data collection
Mystery shopper research highlights failure to facilitate person-to-person contact via the web
Rostrvm Solutions, a leading UK call centre software developer, has further enhanced its call centre software so that it can be used in a hosted pay-for-use environment. Opal, the B2B division of Carphone Warehouse, is the first company to deploy the software to offer a hosted dialler service, which enables call centres to run outbound campaigns from any location that has a phone, PC and good internet access.
In order to address a gap in call centre industry knowledge, Rostrvm Solutions has published a guide to planning, implementing and executing a successful outbound campaign.
Rostrvm Solutions, a member of the Mitel Solutions Alliance program, has added native support for Mitel PBX platforms to the rostrvm contact centre software suite delivering progressive applications such as automated dialling, data & skills based inbound call distribution, call centre agent support tools, media blending and business driven management information.
Rostrvm Solutions responds with rostrvm CallGuide, an integrated agent support application.
New rostrvm release heralds a customer service revolution.
The contract processing department at EDF Energy in Hove has just launched a more efficient way for its new customer contracts to be verified within 15 minutes by using a combination of new technologies including blended call centre technology supplied by specialists Rostrvm Solutions.
SpliceCom and Rostrvm Solutions Limited, have combined to integrate the rostrvm inbound and outbound call centre applications with SpliceCom’s maximiser business telephone system.