Contact management research
Periodically Rostrvm Solutions sponsors call centre surveys into issues affecting call centres in general and contact centres in specific functional areas. The survey results and commentary surrounding the results are available here.
Contact centre survey highlights opportunities for savings
Our survey of public and private secor call centre showed that 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.
CTI is a long-established technology for improving performance but is it being used?
In today’s challenging environment, every organisation needs to be as efficient as possible. Our research shows that most call centres in the UK are not taking advantage of CTI technology with only 31% of call centres using CTI as part of their call centre operations.
Local Government Contact Centres
The New Performance Framework for Local Authorities & Local Authority Partnerships sets new indicators for customer contact performance including reducing avoidable contact. But how well are local authorities doing today?
UPDATE APRIL 2010: Following the UK government's budget last month it has been decided to remove the requirement for 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.
Our view is that, whilst identifying avoidable contact may not required, it is still an excellent building block for "Doing more with the same... or doing the same with less".
The anecdotal evidence is that commercial call centres are continually enhancing their services - for example telephone calls will be answered in seconds, emails will be responded to in hours - but public sector organisations are lagging behind.
To gain an understanding of the reality behind the anecdotes Rostrvm Solutions conducted a benchmarking survey into the current and future measurement of 'success' in Local Authority call centres.
Contact Centres and the New Consumer
The consumer is changing. Mobile technology is being quickly adopted and use of the internet continues to increase. Most notably new communication methods are strongly adopted by young people - the new consumers vital to the continued success of any business.
The research shows that adoption of new media is under way, customer contact mechanisms are changing, but not at a pace to meet consumer expectations.
Real world case studies
Read case-studies that cover a diverse range of industries and applications