Blog

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

2017-01-04T05:51:58+00:00

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.

2017-01-04T05:51:58+00:00

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

2017-01-04T05:51:59+00:00

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.

2017-01-04T05:51:59+00:00

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

2017-01-04T05:51:59+00:00

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.

2017-01-04T05:51:59+00:00

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.

2017-01-04T05:51:59+00:00

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.

2017-01-04T05:51:59+00:00

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.

2017-01-04T05:52:01+00:00

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.  

2017-01-04T05:52:01+00:00

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. 

2017-01-04T05:52:01+00:00

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

2017-01-04T05:52:01+00:00

Windows 8 and rostrvm

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

2017-01-04T05:52:01+00:00

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.

2017-01-04T05:52:01+00:00

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.

2017-01-04T05:52:01+00:00

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

2017-01-04T05:52:01+00:00

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.

2017-01-04T05:52:01+00:00

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.

2017-01-04T05:52:01+00:00

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

2017-01-04T05:52:02+00:00

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.

2017-01-04T05:52:02+00:00

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.

2017-01-04T05:52:02+00:00

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

2017-01-04T05:52:02+00:00

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.

2017-01-04T05:52:02+00:00

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.

2017-01-04T05:52:03+00:00

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

2017-01-04T05:52:03+00:00

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

2017-01-04T05:52:04+00:00

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.

2017-01-04T05:52:05+00:00

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.

2017-01-04T05:52:05+00:00

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.

2017-01-04T05:52:05+00:00

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.

2017-01-04T05:52:05+00:00

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!

2017-01-04T05:52:05+00:00

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?’

2017-01-04T05:52:05+00:00

Taking the pain out of operations

Gary Thompson, Operations and Support Manager who joined software developer Rostrvm Solutions recently, says, “Successful contact centre solutions include the right price, efficiency, functionality, robustness, user-friendliness … and they’ve all got to integrate and work with other systems.  Not only that but, of course, every business requirement is different so the product has to be configured

2017-01-04T05:52:06+00:00

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.

2017-01-04T05:52:06+00:00

rostrvm News – July edition available

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.

2017-01-04T05:52:06+00:00

We’re looking for a software test engineer to join the team

As our business continues to grow, the pace of change in the contact   centre increases and our software supports a broader range of technology   platforms, media channels and business applications we are expanding our   software test team in our offices in Woking, Surrey. Find more job details here.

2017-01-04T05:52:06+00:00

National Best Practice Seminar – Outbound Stream Sponsor

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.

2017-01-04T05:52:06+00:00

rostrvm on TV?

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.

2017-01-04T05:52:06+00:00

Latest edition of rostrvm News

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.

2017-01-04T05:52:06+00:00

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…

2013-01-11T09:46:10+00:00

London & South East Contact Centre Awards

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 role

2017-01-04T05:52:06+00:00

Rostrvm Solutions new premises

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 . . .

2017-01-04T05:52:06+00:00

Latest edition of rostrvm News

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.

2017-01-04T05:52:06+00:00

On the move…..

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.

2017-01-04T05:52:07+00:00

Running a call centre in Dorset?

It probably won't affect most call centres but operations in the Bournemouth area need to keep an eye on the latest Ofcom consultation on dialling local calls. People living in Bournemouth, Poole and Christchurch will soon have to dial the 01202 area code to make a local call which means that you need to ensure that

2017-01-04T05:52:07+00:00

Share the good news!

Rostrvm Solutions, leading provider of contact centre software applications, is sponsoring the London & South East Contact Centre Awards dinner, on 25 May.

2017-01-04T05:52:07+00:00

Update your contacts…

... 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 site

2017-01-04T05:52:07+00:00

We’re growing and hiring…

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.

2013-01-11T09:40:39+00:00

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.

2017-01-04T05:52:07+00:00

This website uses cookies to give you the best experience. Agree by clicking the 'Accept' button.