rostrvm InterAct reduces abandoned call rates
Woking (UK), March 21st, 2005 - Rostrvm Solutions Limited has extended its rostrvm InterAct® call centre applications with new facilities to enhance customer service, reduce lost and abandoned calls and increase agent utilisation.
Abandoned call rates are a major issue for call centres. According to the Merchants Global Contact Center Benchmarking Report 2005 "consumer impatience contributes to a record 13.3% of calls being abandoned before they are even answered".
rostrvm InterAct's new features help you to manage your call centre queues and meet your customer expectations in two modes, QueueBack and CallBack.
QueueBack allows a caller on an inbound queue, to hang up but "maintain" their position in the queue. Once the caller has reached the head of the queue, rostrvm Interact automatically generates a return call and passes this through to an available agent. QueueBack can further be enhanced to prompt the caller to collect customer contact details - for example, a helpdesk incident number, which can then present full details to the call centre agent before the callback is made.
But there are times when the call traffic peak is so high that even QueueBack support will not balance caller demand and staff availability. CallBack dynamically complements QueueBack functionality by transforming immediate demand into deferred demand. Instead of the caller being held in queue, he or she is asked to leave details and receives a callback at a later time, typically during a dip in call centre demand.
"rostrvm InterAct gives callers choice and, at the same time, provides call centres with the opportunity to fine-tune customer acquisition, customer retention and service strategies without increasing staffing levels", commented Simon Wellings, Managing Director, Rostrvm Solutions Limited. "InterAct ensures that you employ a very effective response mechanism to high caller demand while managing and measuring callback activity within the business process."
As well as offering excellent customer service rostrvm InterAct delivers reduced telecommunications costs for those operations using freephone services.
As an integrated part of the rostrvm call centre and outbound contact management software suite, InterAct can be deployed on traditional telephony platforms or VoIP infrastructure using the rostrvm Invex switchless architecture.