In our opinion
Periodically Rostrvm Solutions prepares opinion articles and commentary surrounding contact technology and management.
10 do’s and don’ts of integrating social media into the contact centre
Embracing social media for many contact centres will enhance business and gaining experience in the use of it now could be the difference between being competitive in five years time or losing the race. There are some do’s and don’ts to consider before launching in and here are our top 10...
Government Spending Review: How has it affected your business?
Whether you operate in the public or private sector, you will have been affected by one of the most talked about financial news of last year: the Government Spending Review.
Many organisations tasked with delivering services with reduced budgets predict huge cutbacks. But reduced budgets do not necessarily equal reduced services. Exploring innovative ways of acquiring the technology you need and eliminating hidden costs are just some of the ways you can make the budget you have, work even harder for you.
Why is the Back Office such a hot topic?
How often have you called an organisation that promised to complete a task, which was never fulfilled? It is a scenario that occurs daily and increasing numbers of organisations are finding that such incidents ultimately cost them money. As businesses seek to minimise costs, the back office has emergedas a key driver of increased operational efficiency...
Make one change
If you are someone who is responsible for call centre staff, you know how challenging it is to consistently produce good results, especially against the backdrop of shrinking budgets and spiralling costs. Happy, motivated agents are crucial to producing positive outcomes, whether you are offering a service or delivering one. So what can you do to create and maintain a happy agent? We think introducing ONE manageable improvement to your call centre such as offering staff regular training & development opportunities and reviewing the incentives may just be the trick to boosting and maintaining consistent success. Here's a few ideas you can inexpensively implement in your call centre today......
The death knell for Answer Machine detect?
On 1st October, 2010 Ofcom announced the latest rules and guidance surrounding the use of automated calling systems - predictive diallers. The new rules come into force in February 2011 and are primarily focussed upon the use of automated Answer Machine Detection.
How do we expect this to impact predictive dialler operations?
Contact centres should link the web with live agents
Given the current economic climate and the increasing propensity for consumers to research market offerings online, it is surprising to learn that just 14% of financial services organisations selling online have a Call Me Back service or similar web integration.
“We have always been impressed by the professionalism of Rostrvm Solutions when they have come in and met us to discuss ideas. They have really made a difference to the quality of our business.”
West Bromwich Building Society
Real world case studies
Read case-studies that cover a diverse range of industries and applications