The most popular areas of our web site are the Planning tools and the Rules of thumb. These sections deliver free advice for anyone planning to start a new contact service or enhance a call centre.
The contact centre has a long history of managing and measuring activity and rostrvm is a leader in providing facilities to support this key aspect of delivering excellent customer service. We know that providing great customer service needs to happen outside the contact centre too. Whilst all contact centres measure performance, many back office operations do
One particular issue that affects all parts of a business is managing multiple IT applications on the desktop.
Our recent survey reviewed how the Back Office is using both Desktop Applications and Social Media. Our findings show that, although the Back Office is now handling much more and has become increasingly complex, it doesn’t get monitored so much as the call centre.
A new calculator has been added to the suite of free planning tools for call centres and ‘back office’ tasks available to registered users on the rostrvm web site.
Is your organisation meeting customer expectations? Are there disparate technologies and processes in your organisation making it difficult to consistently measure tasks life cycles’? Is the lack of management information limiting opportunities to enhance performance?
In a survey carried out by call centre software provider Rostrvm Solutions, 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. Another key finding was that whilst the use of Computer Telephony Integration (CTI) is increasing, over half of
Topics covered in this issue include: Proposed changes to call centre regulations for predictive diallers Improving call centre and back office efficiency with rostrvm CallGuide and rostrvm BackOffice The current newsletter and our back catalogue are available here.
The contact centre is being bombarded by demands for change from every angle. Drastic changes in the economy have caused everyone to rethink their buying and spending; customers are expecting service faster, better and through a diverse range of media; new regulations continue to be rolled out, affecting how operations are run; and internet technology continues
Every business needs to communicate with its customers. Call centres began life as a centralised point for conducting relatively straightforward transactional activities such as receiving requests for product information, taking orders, reviewing account balances and resolving common service requests. The increasing availability of consumer self service methods such as the internet and Interactive Voice Response (IVR)
One of the reasons the rostrvm application suite is such a good fit for most call centre and outbound contact management requirements is that we have been listening to our customers for over 20 years and building their ideas in to our new developments and enhancements. In the last 12 months or so we've seen a
Rostrvm Solutions is supporting the forthcoming (30th September) Best Practice Seminars run by the Professional Planning Forum. The seminars cover 3 key elements of contact centre planning - Outbound, Back Office and Customer Journey planning. This event give delegates a chance to hear from organisations key to best practice in the industry, participate in interactive workshops,
Most call centres have Management Information for agent activity. But what about people who provide support, and are a large part of the costs, for your business but are not are not on the phones or directly interacting with your customers? Our new application note provides an overview of how rostrvm can bring call centre efficiencies
We’ve offered suggestion’s for ‘New Year Resolutions’ over on callcentrehelper.com.
Front office call centres have many sophisticated tools to support staff activities and to provide your business with comprehensive real-time and historical management information. Rostrvm Solutions has extended the tools delivered to the call centre to provide support and control to back office operations. rostrvm BackOffice supports recording of work states for ALL staff with information