Another thing for you to think about this year is the change in call charges that come into play soon.
If your contact centre is being flooded by phone calls and messages and you’re short of resources, make sure you’re making the most of your available agents with innovative use of call centre technology. Try these solutions from software developer Rostrvm:
After just one week of the revised Ofcom guidelines on predictive dialler and answer machine detect operation Members of Parliament (the Public Accounts Committee) are calling for Ofcom to "do more" to tackle Silent Calls. If you need help advice on configuring and running your dialling campaigns then contact Rostrvm Solutions. You can read more about silent calls,
The deadline for implementing Ofcom's guidelines on the use of Answer Machine Detect with Automated Calling Systems (ACS) including predictive dialling systems is fast approaching. By February 1st you need to decide what you are going to do and act upon it. The simplest method of ensuring that you are compliant with the current statement on 'Tackling
It sounds like the top 3 agenda items in a call centre strategy meeting – “we need to increase customer satisfaction, optimise agent productivity & reduce cost”. rostrvm QueueBack and CallBack achieves all three objectives in one integrated system. Using VoIP technology rostrvm QueueBack and CallBack enhance customer perception, giving any call centre the facility to
Ofcom has issued a new consultation covering the use of predictive diallers and automatic answer machine detection technology. "Ofcom is proposing a new rule to prevent a company calling an answer phone more than once in any 24 hour period, unless a call centre agent is on hand to answer the call. This would mean that
Despite the many tomes and blogs picking over whether or not all abandoned calls should be included within statistics, the fact remains that every abandoned call is a missed opportunity to satisfy a customer and potentially generate new revenue, whether directly or indirectly. You don’t want your customer to go to another company because they are