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
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.
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
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.
Our latest system update (rostrvm 9.2) adds support for Windows 2012 server.
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
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.
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.
You’ve seen our website………… You’ve followed our posts on Twitter………… Now you can follow our “Pins” as Rostrvm has now joined Pinterest.
After a period in an interim role Mike Boyle has joined us permanently as Operations & Service Manager.
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.
The use of social media in the contact centre has been on everyone’s radar for a long time and as our research shows social media in the contact centre is starting to happen.
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.
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.
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
Season’s greetings from Rostrvm Solutions
rostrvm 9.1 includes support for user applications such as rostrvm AdVisor , CallGuide and ControlCentre on Microsoft Windows 8 desktops.
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.
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.
Our latest newsletter is available. As call centres come under increasing scrutiny we look at the tools and resources that can help with predictive dialler performance.
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
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.
Our latest newsletter has been published delivering multi channel contact answers.
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.
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
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.
One particular issue that affects all parts of a business is managing multiple IT applications on the desktop.
Increasingly, there are times when contacting prospects and customers promptly is imperative.
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.
Rostrvm Solutions has renewed its membership of the Oracle partner community.
Our latest newsletter has been published including details of Precision Dialling to deliver effective contact for inbound and outbound contact centres.
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
Meeting the customer service cha££enge
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.
We have joined the newly formed Network Answering Machine Detection (AMD) Working Party as founder members.
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.
This month’s rostrvm news reports on a flurry of activity from the regulators surrounding outbound call centres and predictive dialling.
Our recent survey has highlighted that agents are having to battle with a large number of applications to handle call centre telephone calls.
We’ve recently carried out a survey of UK contact centres as part of our research to see where and how Social Media is being used to interact with customers.
We’ve had plenty of reports of difficulties in contact centres because of the snow. Staff have struggled in, some sharing lifts, which often leads to in-day shift changes; some centres have closed early and customers have endured increased queue times.
We have added a video illustration of our call centre calculator to our video channel.
Tom Fyvie has joined us as a First Line Support Engineer.
Simon Gaut has joined the sales team at contact centre software developer Rostrvm Solutions.
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.
Following user feedback, we have started to provide our ‘Rules of Thumb’ in video.
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.
We’ve launched our new, easy-to-use web site.
Last time we conducted our call centre desktop applications survey we found that call centre agents use an average of 4 software applications to process a call.
In our previous post we mentioned that we were waiting for additional devices to test with our Contact Centre management information system….
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
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.
A predictive dialler is a powerful tool for contacting customers and prospects. It is tempting to load your dialler with a list of numbers and start dialling over and over again until you make contact.
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
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.
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.
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.
We’ve published our Rule of Thumb: Calculating the number of trunks (telephone channels) needed in an inbound call centre.
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?’
The effectiveness of your call centre and its supporting processes can be the difference between a successful business and a failure. The rostrvm suite ensures contact is handled as professionally and efficiently as possible.
CallNorthWest’s Annual Contact Centre Awards take place on 12 October, Manchester 2012 – that’s next Friday. We are the table wine sponsor and are looking forward to meeting and greeting old and new friends.
Equity Insurance Partnerships has seen an increase in productivity since installing rostrvm Outbound predictive dialler and rostrvm CallGuide in its dedicated outbound contact centre.
Our latest newsletter is now available including details of our customer contact case study with One-Sure Insurance.
We are exhibiting at Call Centre Expo in conjunction with our partner Adtech Global and Celuis Networks.
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
Once again Rostrvm Solutions will be attending the Call Centre & Customer Service Summit to be held next week @ Stansted airport.
Rostrvm Solutions is exhibiting at Call Centre Expo in conjunction with our partner Adtech Global and Celuis Networks.
The latest edition of the Telecoms Complaints Bulletin from Ofcom shows that complaints about abandoned and silent calls have almost trebled in recent months. “Since the start of the year, the number of consumer complaints made to Ofcom about silent and abandoned calls has been steadily increasing.”
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.
In the middle of the the London games it’s easy to forget that the Premier League season starts in a couple of weeks.
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.
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.
Rostrvm sponsor the table wine for CallNorthWest’s Annual Contact Centre Awards on 12 October, Manchester 2012 CallNorthWest’s Annual Contact Centre Awards on 12 October, Manchester 2012 http://www.callnorthwest.org.uk/events/Awards2012/HTML_2012_AWARDS.html
Tiziana Giardina has joined contact centre software developer Rostrvm Solutions as Sales and Marketing Development Manager. Read more about Tiziana
Rostrvm Solutions have launched Live Chat, go to:- https://www.rostrvm.com and talk to us!
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.
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…
You may have read or heard about a record £750,000 fine imposed recently by Ofcom (see Ofcom’s press release and this article in the Daily Mail).
We are joining industry professionals at the ‘Customer Contact Planning 2012’ conference at the Hilton Hotel, Blackpool next week. Will we see you there?
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
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.
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
“All of this has ensured increased productivity and financial gains at a time when every retailer out there is looking to gain every ounce of competitive advantage.”
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 site
Rostrvm Solutions will be joining industry professionals at the ‘Customer Contact Planning 2012’ conference at the Hilton Hotel, Blackpool on 23 and 24 April. Will we see you there?
We are sponsoring the London & South East Contact Centre Awards Dinner being held on 25th May.
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.
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.