call blending

rostrvm News – multichannel developments

The latest edition of our customer newsletter is available. We look at the latest rostrvm release  which incorporates multi channel features including a suite of Email Supervisor reports allowing call centre managers to better understand service level delivery in the email channel.


One-Sure Insurance Case Study

One-Sure Insurance Services is one of the UK’s fastest growing independently owned insurance intermediaries, with offices in Stoke-on-Trent, Staffordshire. Its contact centre currently has around 70 staff with 55 seats and there are plans for strong future growth.


Putting intelligence into dialler campaigns

Complying with the latest regulatory guidelines whilst striving to achieve targets on outbound predictive dialler campaigns is often a tough challenge for contact centres – but there is an answer. Using intelligence from inbound communications can not only aid compliance but also achieve a significant increase in outbound contact success…


Blending helps contact centres improve and save

Many organisations, particularly local authorities and others in the public sector, are under pressure to deliver services at a significantly reduced cost, due to spending cuts. Rostrvm Solutions, contact centre software developer, looks at ways to lessen the impact on the customer.


Turning austerity into prosperity.

As contact centres move forward the agenda will be about turning ‘austerity’ into prosperity. Our latest newsletter looks at how blending activities in the contact centre and home working for call centre agents leads to improved operational efficiency. You can view the newsletter online. If you want to receive your copy as soon as it is


Blending social media in the call centre

Embracing social media can enhance business. Gaining experience could be the difference between being competitive in 2012 or perhaps losing the race. There are some do’s and don’ts to consider before launching in and here are our top 10…


Making the right improvements in the contact centre.

Our latest newsletter looks at making the right improvements in the contact centre. It doesn’t matter how many ways a contact centre communicates with a customer – telephone, email, social networking sites, SMS, blog ... the crucial point is that the medium and the messages should be helping to build better relationships with customers. You can


Telefocus – finalists at Contact Centre Innovations Awards

Telefocus Limited, an outsourced call centre provider of high performance inbound and outbound campaigns, was a finalist at The Contact Centre Innovation Awards 2011. Telefocus utilises the rostrvm CallDirector ACD inbound call handling software and outbound dialler service from Rostrvm Solutions.


Discover flexible software

Discover Leisure plc, a premier outdoor leisure retailer specialising in the caravan and motorhome market, has maximised its resources and saved on installation time by adding rostrvm software to existing communications technology.


Blended call centre calculator

Contact blending in the call centre increases operational effectiveness allowing call centre agents to handle more contacts in any given period. But what do we mean by ‘blending’? Call centre blending commonly means combining inbound and outbound telephone call activity – typically using ‘spare’ staff capacity to make outbound calls during periods of low inbound call


Brookson revolutionises client acquisition

Brookson, a leading provider of accountancy, tax advice and support services to freelance contractors and self employed professionals who work in business for themselves, has adopted advanced contact centre technology to support a revolutionary approach to attracting new clients. The new contact centre technology delivers an additional element in a multifaceted set of client


Call Centre Consultant Support

Rostrvm Solutions provides free, direct support to consultants working in the contact centre space. Call centres are central to many organisations' customer communication strategies. Call centre users increasingly turn to consultants for advice on deploying technologies and services to enhance the customer experience and optimise cost. But call centres are becoming increasingly complex; it can be


Rostrvm Solutions presenting at the first-ever UK Outbound Forum

Rostrvm Solutions will be hosting "Blending outbound and inbound for operational efficiency" workshop at the UK Outbound Forum - a 'special interest' event within the Professional Planning Forum's conference. The event will also be an opportunity for dialler users from all over the UK to get together, share experiences and meet Ofcom, TPS and the DMA


Blending in the call centre

Contact blending is one of those things that seems, at first glance, very attractive. However, when you look at the detail it really needs some thought and analysis to make sure it delivers the benefits you expect ; for example if you are looking to blend inbound and outbound calls how are staff rewarded? Do you



Call centre managers can review the challenges and benefits of task blending to optimise call centre resources in a seminar session at the Professional Planning Forum next week. Ken Reid of Rostrvm Solutions will draw on twenty years industry experience to explain how managers can fine-tune the balance between real-time resource availability and demand across multiple