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  • Rostrvm Solutions Limited – Contact Management Research

  • Rules of thumb

    Implementing a call centre from scratch or making changes and additions to an existing contact management operation requires careful thought and planning.

    We frequently have conversations with customers along the following lines “I’m thinking about a new facility. Before I undertake the detailed planning I just need a rough idea about….”

    Our “Contact Management Rules of Thumb” provide broad-brush answers  to Frequently Asked Questions based on a combination of mathematical analysis and empirical evidence from real-world users.  If you need specific advice that takes into account your circumstances then you should consider our consulting services.

    Our rules will expand over time. If you would like to know when we add or update a rule contact us to be added to our mailing list or follow us on Twitter.

    If you would like us to answer your question feel free to ask!


     

    What productivity gain will I get from a predictive dialler?

    This is probably the question we are asked most often and is the most difficult to answer as there are so many variables; but the rule of thumb for predictive dialling used in a UK regulatory environment is:

    Productivity will increase between 200% and 300% using a predictive dialler compared to undertaking the same activity without technology support.

    > Read more


    How many trunks do I need for my inbound call centre?

    The rule of thumb for calculating the number of trunks (telephone channels) needed in an inbound call centre is:

    The number of trunks is equal to the number of concurrent agents active in the call centre multiplied by 1.2

    But like all rules of thumb there are a few assumptions.

    > Read more


    How many ACD agents do I need?

    Rostrvm Solutions Limited – Videos

    The rule of thumb for calculating the number of agents needed in an inbound call centre is:

    The required number of agents is roughly ( the number of calls expected per hour) multiplied by (the average number of seconds it takes to handle each call) divided by 3200

    But if you think that looks complicated – this is a really rough approximation.

    > Read more


    How do I enhance predictive dialler performance?

    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.

    In many ways this technique certainly works- the chances of contacting a particular individual are increased if you keep on trying. But from the dialler campaign perspective repeated dialling can be wasteful – the ‘wait time’ between calls will be longer than it needs to be and consequently your cost per successful outcome is higher than it should be.

    Predictive dialler campaign performance will improve if you dial less often.

    Call less often and look at dialling more precisely.

    > Read more

     

    Please note that this website is not offering specific advice based on your circumstances. We aim to provide you with information based upon our general contact and process management experience. If you are unsure about any information provided here please contact us for advice.

     

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

        Autonet Insurance

      • “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

      • "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

      • “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

      • “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

      • “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 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

      • “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

      • “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

      • “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

      • “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

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

      • You and the team at Rostrvm helped me solve a problem caused by a third party within 2 hours and without mentioning that it wasn’t your API changed.  Your help was much appreciated.

        Support user

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

        Autonet Insurance

      • 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!

      • “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

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

        Aquira