Season’s greetings from Rostrvm Solutions
In the last of our series of blogs on ‘Making life easy for your customers’ we look at performance management.
Another thing for you to think about this year is the change in call charges that come into play soon.
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.
In recent months we’ve seen 2 apparently contradictory themes – “I want my call centre to be easy to use with agents working from anywhere” and “I’m worried about security and need to lock down the call centre technology”.
Customers want to be able to get in touch and they don’t want to get stuck in the usual IVR system, wading through lengthy menu options or ‘speaking’ to a voice recognition system that refuses to understand,
This quiet period between Christmas and New Year is a great time to contemplate what you have told us in our conversations and rostrvm Prophet consulting reviews and to make your plans for 2015. The cloud contact centre is a recurring theme.
Rostrvm Solutions, the customer service hub software provider, has teamed up with Pythagoras to provide flexible contact centre and desktop software that’s integrated with Microsoft Dynamics CRM.
You’ve seen our website………… You’ve followed our posts on Twitter………… Now you can follow our “Pins” as Rostrvm has now joined Pinterest.
Season’s greetings from Rostrvm Solutions
Here at Rostrvm Solutions we are committed to developing strong strategic alliances with partners who provide complementary products and services that differ from our core offering.
Rostrvm Solutions, customer service hub software designer and developer for the contact centre and back office, is expanding. You may hear new voices on the phone as it has recently appointed two new telesales executives, Simon Gaut and Naila Khan to its growing team. Simon Gaut previously spent five years working in a contact centre,
Rostrvm Solutions has renewed its membership of the Oracle partner community.
We’ve published an updated case study for Nottinghamshire County Council’s expanded rostrvm deployment in the Customer Service Centre, the Council’s Business Support Centre and its internal ICT Service desks.
Our recent survey has highlighted that agents are having to battle with a large number of applications to handle call centre telephone calls.
The February edtion of rostrvm News is available online. If you would like to receive rostrvm news as soon as it’s published please register.
Rostrvm Solutions is an active supporter of the Professional Planning Forum. As we approach the end of the year we have a few of our copies of the Planning Forum’s 2012 Best Practice Guide to give away.
We’ve published our Rule of Thumb: Calculating the number of agents needed in an inbound call centre.
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:
We’ve launched a handy and useful app for mobile devices, to assist busy managers in calculating inbound call centre staffing needs.
We’ve been running articles describing the wide range of devices you can use to access rostrvm Contact Center management information – from a standard PC to an Internet TV.
Does the name Richard Herman ring any bells? He might be a customer of yours – or he might be on your list of potential customers. What you should know though is that he has won his argument against AAC, which sells referrals to management companies, for receiving nuisance cold calls.
Rostrvm Solutions is sponsoring the Outbound Stream for the Professional Planning Forum's National Best Practice Seminar being held next week at Old Trafford Football Stadium, Manchester. This is a must attend event for planners and analysts who want to keep up to date. More information and booking details are available here.
Implementing a call centre from scratch or making changes and additions to an existing contact management operation requires careful thought and planning.
Our latest newsletter is now available including details of our outbound dialler case study with Equity Insurance Partnerships. If you would like to have rostrvm News delivered to your inbox as soon as it is published please do not hesitate to contact us.
The winners of the 2012 North West Contact Centre Awards have been announced. Over 450 guests representing 37 companies attended the Hollywood-themed gala dinner, held at the Palace Hotel, Manchester on Friday 12th October – with table wine sponsored by Rostrvm Solutions!
This year’s Call Centre & Customer Management Expo at London Olympia focused on the delicate question ‘if the customer is king, how can the contact centre industry afford to foot the royal bill?’
Rostrvm Solutions is exhibiting at Call Centre Expo in conjunction with our partner Adtech Global and Celuis Networks.
The latest edition of rostrvm News is available. In this issue we look at new rostrvm facilities that support optimisation of desktop processes. We also tell you more about our expanded team and provide a few dates for your diary.
Rostrvm Solutions is the Outbound Stream Sponsor for the Professional Planning Forum's National Best Practice Seminar being held on 8th November, 2012 at Old Trafford Football Stadium, Manchester. This is a must attend event for planners and analysts who want to keep up to date. More information and booking details are available here.
Rostrvm Solutions has announced its results for the last financial year which show continued growth. Turnover increased by more than 10% with a corresponding rise in profitability.
Many call centres have replaced scrolling wallboards with PC-driven large screen displays for delivering operational information. The rostrvm MIS presents information using web technology. So can MIS be presented using an Internet-TV removing the need for a PC to drive the display? The answer is YES.
The latest edition of rostrvm News is available now. This month's edition looks at combining the intelligence you gain from your inbound call centre to improve performance of your outbound, predictive dialler activities. You can also access our paper discussing this issue in detail from here.
We're sponsoring the London & South East Contact Centre Awards dinner. The event is being held on 25th May at the Park Plaza Riverbank London Hotel. These awards celebrate the success of contact centres across the region and aim to raise the profile of the sector as an attractive career path, as well as highlight worthy
We have moved to new premises. We’re still in Dukes Court, Woking but our new home gives us a great working environment with very impressive meeting, training and demonstration facilities. Our postal address stays the same but our contact details have changed . . .
The latest editon of our newsletter is available to view on our main web site. If you would like to receive a copy as soon as each newsletter is published please contact us.
After weeks and months of preparation Rostrvm Solutions is moving offices this weekend with service completely transferred to the new office on Monday 2nd April.
Rostrvm Solutions, leading provider of contact centre software applications, is sponsoring the London & South East Contact Centre Awards dinner, on 25 May.
... we've been blogging about it for a while - and it may be a bit self indulgent - but we are on the move to new offices. The planned move date is April 2nd. But we've already updated our contact phone numbers and they are live. The new details are on the rostrvm web
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.
Continued business growth means that Rostrvm Solutions will be moving office in the next couple of months. We've published new phone numbers which means that the change of location will be transparent to our customers. More information is available on the www.rostrvm.com web site http://rostrvm.com/contact_rostrvm.php
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
As Woking-based contact centre software developer Rostrvm Solutions celebrates 25 years we asked Ken Reid about the ingredients of its success and how it has seen off more than one recession!
Rostrvm Solutions has changed the telephone numbers for our support desk, switchboard and fax.
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
Technology expert Ben Welsh has joined contact centre software developers, Rostrvm Solutions, as Support Executive on their Help Desk.
Rostrvm Solutions will be attending and presenting at the South East Contact Centre Forum’s Berkshire & Oxfordshire Networking Event on 11th November.
Rostrvm Solutions, which designs, develops and supports the rostrvm suite of applications that make contact centres and back office operations work effectively, is an exhibitor at the Professional Planning Forum’s (PPF) Best Practice Seminar on 3rd November.
The latest edition of Rostrvm Solutions’ planning guide for outbound call centre campaigns has been published. This third edition has been updated following the issue of revised guidelines on the use of automated dialling from Ofcom and subsequent regulatory activity.
Rostrvm Solutions Ltd and IISAS Ltd have announced a new partnership combining IISAS’ specialist technical services with the rostrvm suite of applications. Together they deliver end-to-end customer contact solutions that make call centres, contact centres and back office operations work efficiently and effectively.
The latest edition of rostrvm News celebrates our 25 years of innovation and support in the call centre and contact centre industry. You can view the newsletter online. If you want to receive your copy as soon as it is published then please contact us.
Rostrvm Solutions, which develops and supports software applications for the contact centre and back office process management and reporting, sponsors the Midlands Contact Centre Forum (MCCF) and is speaking at its Regional Forum on Tuesday 18th October hosted by Autonet Insurance Group.
We’ve got a great opportunity to join our team as a Sales & Marketing Executive based at our Woking office. This is not just another telesales job. Sure, you’ll be on the phone supporting our sales people in prospecting and account profiling activity but you’ll also play a central role in the creation, delivery and
Continued business growth generates a range of job opportunities with Rostrvm Solutions. We actively seek people with knowledge and in-depth experience of new business sales, operational consultancy and project management in the call centre and multimedia contact centre environment. Have a good look around our web site and find out what we’re about. If you
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?
Now that the warmer weather’s finally here, many of us are thinking towards our summer holidays, whether that’s walking in Wales or camping in Cornwall.
The latest edition of our customer newsletter has been published. This month’s edition covers the latest enhancements to the rostrvm contact centre software suite and our new training services. If you didn’t receive a copy then it is available on line. If you would like to ensure that you receive future copies as soon as they are published
Rostrvm Solutions is supporting the North West Contact Centre Awards again this year. Now in its 6th year the awards recognise and reward the contributions made by individuals and organisations as they continually strive to achieve 'excellence' in the call centre and contact centre. Nominations are open until the end of this month (30th June). More details are available
The latest version of our software is now available to new and existing customers. Building on the success of its predecessor, rostrvm 8.1 contains a large proportion of user-inspired enhancements such as: improved user security, dialler and call routing enhancements, system alarms and MIS report scheduling. There is no additional cost for the latest version
As part of its training package, UK-based contact centre software developer, Rostrvm Solutions, is introducing new certified qualifications. In addition, Rostrvm is pleased to welcome Ben Alexander to its Training team.
The offer in this month's rostrvm News of free copies of the Professional Planning Forum's 'Best Practice Guide 2011' proved to be very popular. We've secured a few extra copies to if you would like one please contact us via our web site. But hurry...
The latest edition of rostrvm News has been published. This month’s edition delivers our top 10 tips on what to do and what not to do when it comes to social media in the call centre. If you didn't receive a copy then it is available on line. If you would like to ensure that you
We are pleased to announce the addition of Kevin Hine to our Engineering Team. Kevin joined us from Syntellect where he spent 11 years as a Customer Support Applications Developer. Kevin is already making his mark on the team and brings a wealth of experience in software development and telephony to his role. We look forward working with him
Whilst carrying out our recent customer satisfaction survey, we have been helping our customers to improve the levels of their own clients’ happiness. Feedback shows that many of our customers are reaping the benefits of being able to measure criteria such as: staff activity levels, accuracy of transactional processing and work volumes. This information has
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
The latest edition of rostrvm News has been published. This month's edition looks at the impact of spending reviews on the contact centre. If you didn't receive a copy then it is available on line. If you would like to ensure that you receive future copies as soon as they are published please contact us.
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.
Once again Rostrvm Solutions will be attending the Call Centre & Customer Service Summit to be held on the 4th and 5th April @ Whittlebury Hall in the heart of rural Northamptonshire. We will be working with customers and prospects to illustrate the operational benefits of the rostrvm cti, call handling, predictive dialler, management information, scripting and back
Continuing our series of articles supporting technical users of rostrvm with advice and ideas to get the most out of the rostrvm system we have recently added a number of hints and tips covering SuperVisor Designer - our tool allowing you to design the way in which the data you have stored is displayed on wallboards or any other visual
We’ve noticed a big rise in the number of visitors to our blog and web site using mobile devices including the iPad. To cater for the mobile visitor we’ve added a mobile-friendly interface to our blog. If you are visiting from a mobile device then you already know what it looks like, but if not
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.
Affinion International, part of the Affinion Group, helps its clients to build revenue and loyalty from their customer base. Affinion provides marketing solutions for some of the world’s largest financial institutions, insurance companies, utility suppliers and others, from direct mail and telephone marketing, to the internet and every channel in between.
Affinion International, part of the Affinion Group, has opened an in-house outbound contact centre and expanded its outbound contact on behalf of its customers beyond expectations - and within a very short timescale - after installing software from UK-based Rostrvm Solutions. Affinion International, which provides marketing solutions for some of the world's largest financial institutions,
A new case study describing how Canterbuty City Council uses the rostrvm call centre software suite is available to download. Canterbury City Council is using home-working to great effect since installing a VoIP-enabled system with Rostrvm Solutions and has improved its overall productivity. The home workers case study can be found at here
Contact centres are facing increasing pressure to provide excellent customer service but keep the length of calls viable at the same time. Contractor accountant (www.brookson.co.uk) Brookson has achieved this by implementing scripting tools from Rostrvm Solutions on the agent’s desktop, to support them with individual calls. Furthermore, Brookson has greater flexibility in the way it
Customer contact services have experienced a significant change in what their customers expect and the way that they want to do things over the last few years. Whilst economic pressures mean contact centres are forced to ‘do more with less’, customers are more prepared to complain, negotiate and demand. Added to this is the growing
Customer feedback and comments are a central component in developing Rostrvm Solutions' services and products. We are writing to and calling each of our customers requesting few minutes to complete a survey so that we can gain views on how we are performing. These opinions will help to ensure that we meet the needs of the changing contact
A new call centre case study describing how the Cambridge University Press uses rostrvm is available to read here. Cambridge University Press has built its reputation on providing high-quality customer service and it has over 45 Customer Service agents using rostrvm to take calls from all over the world about sales and services relating to
The Award for ‘Best Contact Centre Improvement Strategy’ at the 5th Annual North West Contact Centre Awards Ceremony was won by Cable and Wireless Worldwide. The award was sponsored by Rostrvm Solutions and presented by Peter Brown, Rostrvm's Sales Director
Britain’s struggling economy has meant that contact centres are having to compete even harder for business. They are expected to provide ever-higher standards of customer service whilst simultaneously cutting costs and maximizing every single resource. It is, quite literally, a tough call. In recognition of this fact, a new category has been introduced by the
As many predictive dialler users turn off Answer Machine Detection "right time to call" facilities look like becoming the next big thing. Rostrvm Solutions is hosting a workshop at the Professional Planning Forum's National Outbound seminar on Thursday to be held near Manchester Airport. More details are available at http://www.planningforum.co.uk/Default.aspx?tabid=826
Rostrvm Solutions will be attending the Call Centre & Customer Service Summit to be held on the 11th & 12th October @ Stansted. We will be working with customers and prospects to illustrate the operational benefits of the rostrvm cti, call handling, predictive dialler, management information and scripting systems. We hope to see you there.
Telefocus, part of the Hertfordshire Ltd Group of companies, delivers call centre services to clients in sectors including consumer credit, financial services and the mail order market. Telefocus reviewed its contact management technology in the context of continued business growth and recognising the need for technology that is cost-effective and flexible enough to support organic
Recession. Tight budgets. Efficiency savings. These words ring in the ears of every call centre manager constantly and they are under even more pressure to optimise resources with the Government’s Spending Review being announced next month. Many voiced their concerns about this at the Call Centre Expo, held at the NEC Exhibition centre, Birmingham, this
Call centre managers are finding that they can reduce operating costs, maximise resources and improve customer service levels by using automated forecasting and scheduling software. A new partnership has made forecasting and scheduling software even more valuable. Rostrvm Solutions, which designs, develops and supports software applications for the call centre and back office process management
...or doing the same with less. All contact centres are under pressure to optimise resources. Rostrvm Solutions is working with the South East Contact Centre Forum and we will be illustrating how we can help you at Call Centre Expo. To learn more visit us at lunchtime on the 21st or 22nd September at The
The North West Contact Centre Awards programme is in its 5th year and was set up to recognise and reward the contributions made by individuals and organisations as they continually strive to achieve 'excellence'. The awards are now firmly established as the benchmark for 'excellence' throughout the North West Contact Centre Sector. Rostrvm Solutions is
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
Aviva UK General Insurance (UKGI), part of Aviva, the world's fifth-largest insurance group and the biggest insurance services provider in the UK, has partnered with Rostrvm Solutions to provide the technical expertise and innovation required in building a market-leading outbound operation. Aviva UKGI is well accomplished in acquiring and retaining its customers. Nearly 170 people
We will be supporting the South East Contact Centre Forum [www.seccf.co.uk] at the Call Centre Expo in September 2010. If you would like to know more about "Doing more with the same.... .... or doing the same with less" come along, see our presentation and have a chat.
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
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
Just over a year ago we conducted research into the number of desktop applications that an agent has to navigate to complete a call. Our research also highlighted the large number of different software applications used by call centre agents to process calls - the numbers ranged from 1 to 20+. Call centre agents use
A fresh covering of snow has brought further travel problems to the region around our headquarters in Surrey. But the fact that our call centre technology is inherently location-independent means that it is business-as-usual with some of our service & support team working from home (or working from their cars whilst stuck in traffic!) For assistance just call the
With the ultimate vision of Unified Communications in mind and seamless use of multiple channels, it is no surprise that every single system that Rostrvm has installed for contact centres in 2009 has included Voice over IP. Advances in technology have meant that VoIP now offers an infrastructure that enables many businesses – and not just
This year contact centres should be asking: are our systems easy to use? Do we have the tools we need to manage properly? Can we monitor what staff are doing/saying in an unobtrusive and effective way so that we can make improvements which empower agents? Making improvements does not have to be a massive undertaking.
As we slide gently into a new decade we thoguth we would spend our first few posts of the year looking at what has happened in the past year and our view of the key issues in 2010. Looking back... 2009 was an extraordinary year, against the backdrop of recession, the contact centre industry has had
As businesses plan to meet the challenges presented by 2010, one of the items on many Christmas lists is VoIP (Voice over Internet Protocol technology), in the contact centre. Call Centres like the fact that IP-based systems can work alongside existing PBXs and data systems, for cost-effectiveness. Rostrvm can mix and match traditional (TDM) telephony
Fidessa group plc is a leading global supplier of trading systems, market data and connectivity solutions to firms involved in trading the world’s financial markets. Fidessa utilises rostrvm CallDirectorACD in combination with rostrvm CallGuide to ensure the smooth running of a multiple-location service desk, where technical support and assistance is given to customers with queries
Following the success of the inaugural meeting of the South East Contact Centre Forum earlier this month, the event is being repeated later this week (Thursday, December 17th). his event will again be hosted by Rostrvm Solutions. To book a place or simply to learn more about the South East Networking Forum (SECCF) visit http://www.seccf.co.uk/ or