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  • Rostrvm Solutions Limited – Planning Tools

  • Contact centre & back office planning

    In the often-complex contact centre and ‘back office’ environments getting the basics right is essential. Our planning tools provide you with free guidance.


    Rostrvm Solutions Limited – Inbound Contact

    Inbound contact

    For inbound call centres our online calculator is a simple and easy to use application that calculates the number of staff required to handle a specified number of incoming calls to a defined service level. Enter call volume, efficiency and call handling information to produce a forecast of agent requirements.

    > Logged in users can access our inbound contact planning tools here


    Rostrvm Solutions Limited – Planning Tools

    Call centre calculator mobile app

    Our call centre calculator mobile app calculates the number of staff needed to deal effectively with your inbound calls.

    The calculator provides an instant indication of the number of people needed to man call centre phones whilst meeting the required service level targets..

    > Learn more and see the video here


    Rostrvm Solutions Limited – Calculating the costs

    Calculating the cost of abandoned calls

    What is an abandoned call? It’s an irritated customer and, in many call centres, it’s a lost opportunity to make that sale. If you are lucky the customer will try again later but in most cases they won’t and your competitor gets the chance to capture your business.

    And the value of that lost business soon mounts up. Use our calculator to estimate how much abandoned calls are costing you.

    > Logged in users can access our inbound contact planning tools here


    Rostrvm Solutions Limited – Outbound Contact

    Outbound contact

    Our consultants are frequently asked a number of questions. How many calls can I make with a predictive dialler? How many agents do I need to contact a given number of customers per week? I have 40 agents, how many contacts can I make per day? and many similar variations and combinations. Our online predictive dialler calculator delivers the base calculations to answer all of these questions. Based upon your current or expected OutBound call handling profile the system calculates how many calls your agents can make per hour using a preview dialler, a progressive dialler or a predictive dialler. The calculator also computes the number of contacts an agent is forecast to make per hour.

    > Logged in users can access our outbound contact planning tools here


     Dialler planning guide

    Dialler campaign planning guide

    Our guide to predictive dialler management – Building an outbound contact campaign – balancing productivity and effectiveness – is aimed at call centre managers, campaign managers, marketing and sales managers. It tells you everything you need to know to create successful outbound dialling campaigns in your contact centre.

    > Logged in users can access our outbound contact planning tools here


    Rostrvm Solutions Limited – Blend Contact

    Blended contact

    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 call demand. However blending is not just about combining inbound and outbound telephone calls – blending can also be used for combining telephone calls and other contact demands such as emails.

    > Logged in users can access our blended contact planning tools here


    Rostrvm Solutions Limited – Back Office

    ‘Back Office’ task resources

    The rostrvm Back Office calculator provides you with an indicative forecast of the number of staff required to manage a task workload such as preparing contract documentation or processing insurance claims.

    > Logged in users can access our back office planning tools here

     

    Rostrvm Solutions Limited – View our videos

     

    Rostrvm Solutions Limited – Contact Us

     

    Rostrvm Solutions Limited – Chat with us

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      • “The Customer Service Centre isn’t just about handling large volumes of calls efficiently; it’s about taking ownership and dealing with customers’ problems effectively”

        Nottinghamshire County Council

      • “We are delighted with the increase in productivity overall, and the improvement in customer satisfaction levels and staff motivation.”

        Canterbury City Council

      • “It is crucial that the technology infrastructure that we operate reflects the same ability to move quickly to take advantage of any opportunities. The rostrvm product is ideally suited for that environment.”

        Asia Risk Technologies

      • “The dialler solution ensures productivity and structure for our agents, whilst it provides the business with reporting in order to lever performance and maximise our campaign strategy.”

        First Choice Holidays

      • “rostrvm really does do exactly what it says on the box and its capabilities are there when we are ready to use them.”

        Fidessa group plc

      • “We are pleased with the way the project is going and look forward to a long-term relationship with rostrvm”

        Aquira

      • “Working with rostrvm has been very straightforward. They have taken the time to understand what we need and delivered exactly what we need.”

        Nottinghamshire County Council

      • “rostrvm has given us the opportunity to talk to more people and therefore convert a higher ratio of insurance quotes.”

        Autonet Insurance

      • “It’s a cliché, but if you don’t measure it, you can’t manage it…….. .”

      • "For team leaders the management information is useful in one to one reviews. It allows us to easily show how Officers are performing as individuals and in comparison with the team."

        London Borough of Wandsworth

      • “rostrvm CallGuide technology allows us to capture information from people who are phoning us, emailing us, dropping in to see us, faxing us or sending an SMS.”

        London Borough of Wandsworth

      • “The callback facility means that our customers perceive that they are getting a high quality service whilst giving us the control to handle the call volumes.”

        London Borough of Wandsworth

      • “We would recommend rostrvm to another call centre and we have other companies come to our site to see it in action - it’s a great piece of kit which suits our needs”

        EDF Energy

      • “We called on a number of technology suppliers to see what they could offer and chose Rostrvm because they could provide everything we needed at a very competitive and cost-effective price.”

        Fidessa group PLC

      • “The rostrvm system offers flexibility with the way we handle customers calls with the automation of specific transactions, intelligent routing, means we can do more without having to spend more!”

        West Bromwich Building Society

      • One of our customers used rostrvm DeskTop on a mixture of legacy applications and has reduced the time and hassle required to handle a data entry and processing task from 12 minutes to 45 seconds!

      • “If you have a new idea, Rostrvm will make it work. Their applications open up so many new avenues for us and ensure we stay ahead of the game…..

        One-Sure Insurance

      • “rostrvm has given us the opportunity to talk to more people and therefore convert a higher ratio of insurance quotes”

        Autonet Insurance