Introducing precision skills-based dialling

The latest rostrvm release provides our users with a key new feature to keep their customers happy – Precision skills-based dialling. Skills-based dialling adds to the armoury of precision tools available already to the campaign designer and dialler manager using rostrvm.


Desktops which make life easier

This series of blogs has been focusing on how to make things easier for customers and provide a fast and seamless service. One of the biggest obstacles to achieving this for many businesses is trying to work efficiently with a mixture of legacy IT, newer architecture and existing processes. This is particularly evident on the contact


Keeping in touch

Continuing our  series of blogs looking at how customers’ lives can be made easy we consider outbound contact. Before you provide an outbound service to your customers ensure that it will improve your relationship with them. Because outbound contact should be about making it effortless and easy for customers.


Make the customer experience effortless

Continuing our  series of blogs looking at how customers’ lives can be made easy using all areas of the contact centre, including Inbound, Outbound, Desktop Optimisation and Managing Performance. Save customers from ‘repeat street’ and being passed around the contact centre.


Make contact easy

In this series of blogs we look at how customers’ lives can be made easy using all areas of the contact centre, including Inbound, Outbound, Desktop Optimisation and Managing Performance. Deal with those massive queues to get through!


Introducing rostrvm for Housing

Is income the heart of your organisation? rostrvm for Housing is a proactive contact solution specifically for the Housing sector to address the financial challenges created by Universal Credit (UC)


Customer service solution for landlords

Rostrvm Solutions has developed a specialist outbound and inbound contact centre solution for landlords. This is particularly relevant as the roll-out of Universal Credit (UC) to replace Housing Benefit will mean that landlords will have to chase their tenants on UC for payment of rent.


Use Precision dialling to avoid being a nuisance

From 6 April the Information Commissioner’s Office (ICO) no longer has to prove that cold calls or nuisance text messages caused “substantial damage or substantial distress” before they can impose fines of up to £500,000 on companies. It will be down to the ICO to decide when a serious contravention has taken place.


poweredbyrostrvm – cloud contact centre

Have you heard about poweredbyrostrvm – the hosted contact centre service delivered in the cloud by Rostrvm Solutions? Whatever your customer contact challenges  you can use  poweredbyrostrvm to become the contact centre you need to be.


Your plans for 2015: Flexibility and Security

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”.


Your plans for 2015: Visual IVR

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,


Your plans for 2015: Cloud contact centre

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.


Heritage Health contact centre success with poweredbyrostrvm

The Telemarketing team at Heritage Health, a private medical insurance broker, have generated some 60% increase in customer “Transfers” since using the poweredbyrostrvm cloud contact centre service. Emerson Peacey, Managing Director at Heritage Health, says, “We offer UK Private Medical plans, International Medical Insurance for expatriates and specially-designed schemes for individuals, groups and businesses. With poweredbyrostrvm we’ve


Aston Villa wins with rostrvm

Aston Villa Football Club’s Consumer Sales Department, which is supported by technology from Rostrvm Solutions, has won the ‘Best use of Technology’ category at the Midlands Contact Centre Forum Awards Programme.


Meet Rostrvm Solutions’ Nick Darke

Nick Darke has joined Rostrvm Solutions, the contact centre software developer, as a Business Development Manager. He will be instrumental in accelerating the company’s growth through spreading the word about Rostrvm’s innovative products.


How can you improve YOUR contact centre?

This month, Oscar Rickett of The Guardian wrote an article which suggested that: ‘Customer service is becoming more Kafkaesque by the day, with rounds of Muzak, the endless repeating of your name, address, birth date and maybe name of a childhood pet, the name of the street you grew up on …’ It rightly stated that


Unified desktop research

Rostrvm Solutions sponsored the Dynamic Scripting & the Unified Desktop chapter of ContactBabel’s recently published UK Contact Centre Decision-Maker’s Guide 2014.


EXPO speakers get to the heart of customer service

When we visited the recent 2014 Customer Contact EXPO at Olympia, London, speakers were focusing on how to achieve good service and value at EVERY customer touchpoint. With customers using everything from mobile, to email to webchat to communicate with contact centres and expecting a fast and helpful response, speakers concluded that technology should play a


Multi channel consistency

Having a multichannel environment can involve several departments – IT, marketing, corporate – not just the contact centre. Consistency can only be achieved if everyone involved is briefed properly and methods and processes are integrated. This may sound obvious but it doesn’t always happen. The organisational structure, responsibilities and required skills needed should be considered as


What should you do about contact centre queues?

You may have heard about the outrage caused in the past week when a mobile phone company introduced a new charge for contacting its call centre. Basically it’s offering customers the choice of paying an extra 50p to skip the queue when calling customer service.


CallGuide Scripting for effective call handling

Providing scripts to your contact centre team to base their conversations with customers around can really boost their performance in a variety of situations and ensure compliance – and not just during training. Scripts can also help to achieve higher first call resolution rates; a  well-informed customer service advisor who is confident about how to handle


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.


Responsible dialling, decent rewards

The direct marketing industry contributes financially to the economy and UK call centres alone employ more than 1 million people. Direct marketing techniques are used by numerous companies to generate business and good campaigns can help consumers find the best deal and the most suitable product for their needs. An outbound live marketing call is a


rostrvm News – multichannel customer contact

Your contact centre’s purpose has changed from transactional activity to an environment where your customers can contact you for a wide range of reasons and through a variety of communication channels – you can talk to your clients on the phone, by email, text message, chat, social media … the list goes on.


Be an impressive contact centre in a crisis

Gales, floods, illness … disruptions to daily life this winter have massively impacted contact centres, some of which are struggling to cope. Call volumes have rocketed – and so have customer complaints, which have become increasingly vocal, through the use of social media.


See more about us

You’ve seen our website………… You’ve followed our posts on Twitter………… Now you can follow our “Pins” as Rostrvm has now joined Pinterest.


4 for 14 – Balancing choice, service and cost

  The contact centre’s purpose has changed from transactional activity to one where your customers can contact you for a wide range of reasons and through a variety of communication channels – you can talk to your clients on the phone, by email, text message, chat, social media … the list goes on.


4 for 14 – Desktop Optimisation

As simple customer transactions shift channels to  self-service your contact centre “conversations” – phone calls, emails, text messages…. –   become more complex with an ever-increasing proliferation of systems used by the agents to  complete the activity.  


4 for 14 – Precision Dialling

One thing that we know for certain is that predictive dialler use will continue be a focus for Ofcom and the  Information Commissioner’s Office; this will drive predictive dialler users to look again at the dialler’s role in customer relationship management. 


4 for 14

In this short series of articles we will be looking at 4 customer contact trends that we expect to see taking centre stage during 2014. We’ll be going into more detail and pointing you to supporting materials and tools over the coming days but in summary we expect to see: The continued transition from ‘blind’ Predictive


Windows 8 and rostrvm

rostrvm 9.1 includes support for user applications such as rostrvm AdVisor , CallGuide and ControlCentre on Microsoft Windows 8 desktops.


rostrvm 9.1 available

rostrvm 9.1 is now available with extended features including  a new tool to simplify the creation and management of CallGuide and DeskTop scripts allowing them to be constructed as a graphical flow diagram.


Rostrvm: Partner Programme

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 calling

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, working


iPhone app update

Some users of the iPhone version of our Call Centre Calculator app reported operational problems using the tool with new and updated iPhones. A new version is now available to support iOS 7. Expect to receive notification from the App Store.


rostrvm multimedia contact

Since we published our research into Desktop Applications & Social Media we have seen increased interest in multi-channel contact centre operations – integrating emails and social media with established telephone customer service.


Customer service outside the contact 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


rostrvm: the missing contact centre link for Lync

Microsoft Lync delivers a unified communications environment, connecting people across different locations and multiple media from their PC, phone, browser and tablets. The rostrvm suite of applications complements Lync to provide a comprehensive, purpose- designed platform for contact centre operations.


Introducing rostrvm 9

Recently the contact centre’s purpose has changed from transactional activity to one where your customers can contact you for a wide range of reasons and through a variety of media.


The right technology to do more with less

Providing excellent customer service whilst keeping to budget, meeting targets and complying with regulations is a challenge for most contact centres, especially if the type of services required increase. This situation happens to many organisations and they find that, although their workload has evolved and grown over time, their existing IT infrastructure only offers them the


Local government case study

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.


ISO Quality Audit – the result

Following a recent audit we have again been awarded BS EN ISO 9001:2008 and the TickIT Guide Version 5.5 for the design, development, testing, installation, support and maintenance of software products, applications and professional services.


Call centre MI anywhere – a quick roundup

We’ve been running ocassional  articles describing the wide range of devices you can use to access rostrvm Contact Centre management information, While we wait for Father Christmas to bring us some new toys to try we thought we would share quick roundup of the devices we’ve used


Call centre MIS on your mobile phone

Continuing our series describing the wide range of devices you can use to access rostrvm Contact Centre management information we’ve checked out the latest version of Google Chrome on the iPhone. And as you would expect, just make an IP connection to the rostrvm server, enter your security details and your call centre management information is available to


Systems Test Analyst Wanted….

As the pace of change in the contact centre and back office increases and our software supports a broader range of technology platforms, media channels and business applications we are expanding our software and system test  team.


The consumer strikes back!

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.


Looking forward to the National Best Practice Seminar

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.


Rostrvm – News and Events

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.


Call centre staff honoured at the North West awards

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!


Customer is king at Call Centre Expo

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?’

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