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 can
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.
To retain customers and be competitive, contact centres need to overcome obstacles to providing excellent standards of customer service. This has to be high on the agenda for any business, particularly now, as unhappy customers have so many channels on which to air their complaints about a company – and competitors to turn to.
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.
Congratulations to all the winners at the CallNorthWest awards dinner. The event – supported by Rostrvm Solutions – was an enjoyable evening and a great success.
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.
A new calculator has been added to the suite of free planning tools for call centres and ‘back office’ tasks available to registered users on the rostrvm web site.
Trying to achieve excellence for your customers has never been more important than now, with increased competition and tough economic conditions. With this in mind, Rostrvm Solutions is sponsoring the 6th Annual North West Contact Centre Awards, which rewards such excellence.
The rostrvm user group meeting took place on September 22nd on the River Thames aboard the Silver Barracuda. Presenters included the Professional Planning Forum, Call Centre service providers Telefocus and Rostrvm Solutions. Copies of the presentations are available to logged in users at the rostrvm web site.
Brookson, a leading provider of accountancy, tax advice and support services to freelance contractors and self-employed professionals, is utilising advanced contact centre technology to communicate with potential customers.
Ofcom has recently posted updated information on regulation and predictive diallers. More details are available at the Ofcom web site. As expected in the latest Notification under Section 128 of the Communications Act 2003 the regulator is expressing concern about both abandoned call rates and the use of Answer Machine Detect. You can learn more about Rostrvm
Kevin Hine has joined Rostrvm Solutions as a Software Engineer. In light of his extensive call centre experience we asked him why he chose to work with Rostrvm and what customers can expect.
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 follow-up
Rostrvm Solutions and the rostrvm call centre software suite has been nominated in CallCentreHelper's 'Top 10 Call Centre products 2011'. Public voting has opened on the CallCentreHelper web site. You can read more and vote for us at The Top 10 Call Centre products 2011 – Voting Open
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 like
The latest edition of our customer newsletter has been published. This month’s edition presents our latest case study and provides tips on getting the most out of industry events. 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
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 please
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 at
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 of
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 receive
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 over
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 allowed
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 acquiring
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.
Organised by the Professional Planning Forum, Rostrvm Solutions will be attending this essential event in the call centre calendar for MI teams, resource planners, operation managers, IT and call centre professionals. It takes place at the Hilton Metropole, Birmingham on 11th April – 12th April and is an ideal opportunity to network and exchange ideas on best practice
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 office
How often have you called an organisation that promised to complete a task, which was never fulfilled? It is a scenario that occurs daily and increasing numbers of organisations are finding that such incidents ultimately cost them money. As businesses seek to minimise costs, the back office has emerged as the buzzword for 2011 as a
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 device -
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 here’s
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.
Our latest customer newsletter has just been published......... As a call centre manager, you may have plenty of ideas to kick-start performance for 2011 in your call centre but how many of those ideas will realistically make it past Easter? We think introducing ONE manageable improvement such as offering staff regular training & development opportunities or
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.
After just one week of the revised Ofcom guidelines on predictive dialler and answer machine detect operation Members of Parliament (the Public Accounts Committee) are calling for Ofcom to "do more" to tackle Silent Calls. If you need help advice on configuring and running your dialling campaigns then contact Rostrvm Solutions. You can read more about silent calls,
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, insurance
The deadline for implementing Ofcom's guidelines on the use of Answer Machine Detect with Automated Calling Systems (ACS) including predictive dialling systems is fast approaching. By February 1st you need to decide what you are going to do and act upon it. The simplest method of ensuring that you are compliant with the current statement on 'Tackling
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 pays
Earlier this week Ofcom released an 'open letter' to users of automated calling systems (predictive diallers) re-emphasising the guidance issued a couple of months ago. The letter doesn't add any new information but acts as a timely reminder that there is only about a month to go to the February deadline. Ofcom's letter is available at their web
Contact centres which are using a VoIP-enabled system and broadband to allow their staff to work at home are reaping the benefits, especially during wintry conditions.
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 familiarity
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 centre
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 publications
If you missed our discussion and workshop around right time to call analaysis and predictive dialler systems at the recent Professional Planning Forum seminar then you can view our presentation at the forum's web site.
The Public Sector will be required to transform services to reduce costs by providing a better, faster, cheaper delivery of services. Rostrvm Solutions is sponsoring the Planning and Forecasting for Public Sector Contact Centres workshop is aimed at developing ideas and strategy for implementing effective forecasting and planning to assist you with your change programme. The
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 North
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.
Last week Ofcom announced the latest rules and guidance surrounding the use of automated calling systems - predictive diallers. The new rules come into force in February 2011 and are primarily focussed upon the use of automated Answer Machine Detection. In our view the revised rules sound the death knell for Answer Machine Detect. No, Ofcom
Following the consultation earlier this year Ofcom has confirmed the revised rules for the use of Answer Machine Detection (AMD) technology with a predictive dialler. In summary "The new rules will prevent a company using answer machine detection equipment more than once a day, unless a call centre agent is on hand to answer the call.
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 development
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 week.
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 and
...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 Gallery,
The UK parliament approved the increase of the fine for excessive abandoned calls made by call centres. As expected the fine is increased from £50,000 to £2 million. Our friends at callcentrehelper.com have excellent coverage at this story available at http://www.callcentrehelper.com/parliament-fine-silent-calls-12719.htm
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 sponsoring
The recent Ofcom consultation on silent calls, abandoned calls, answer machine detect and the predictive dialler closed a few days ago. You have been able to read what we think for a while at https://www.rostrvm.com/in_our_opinion_AMD.php . But what did the industry think? Opinions from individuals, call centres, technology providers and other key influencers are available to read
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 of
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 are
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.
Cable&Wireless (C&W) is one of the world's leading international communications companies, specialising in providing critical communication network and services in the UK and globally. C&W has a long-standing relationship with Aviva and provides a managed telecommunications service to its insurance division. As part of this, Aviva UK General Insurance is using a rostrvm OutBound dialler as
With only a few days left to respond to Ofcom's consultation on tackling abandoned and silent calls (Consultation closes on 27th July, 2010) have you considered what the proposed changes will mean for your call centre and predictive dialler operation? We have! If you would like to know what we think visit our resource centre, log
Topics covered in this issue include: Proposed changes to call centre regulations for predictive diallers Improving call centre and back office efficiency with rostrvm CallGuide and rostrvm BackOffice The current newsletter and our back catalogue are available here.
It sounds like the top 3 agenda items in a call centre strategy meeting – “we need to increase customer satisfaction, optimise agent productivity & reduce cost”. rostrvm QueueBack and CallBack achieves all three objectives in one integrated system. Using VoIP technology rostrvm QueueBack and CallBack enhance customer perception, giving any call centre the facility to
Ofcom has issued a new consultation covering the use of predictive diallers and automatic answer machine detection technology. "Ofcom is proposing a new rule to prevent a company calling an answer phone more than once in any 24 hour period, unless a call centre agent is on hand to answer the call. This would mean that
Our main web site rostrvm.com has been updated. User feedback has led us to rework the site navaigation to make it easier for you to find material. We've also updated the user registration element so that regular visitors and frequent users of the web site tools - such as the dialler calculator, predictive dialler planning guide
The latest rostrvm incremental release (7.1-5) is now available. This incremental release enhances 'unattended dialling' campaigns undertaken from the rostrvm predictive dialler. To learn whether this incremental release can benefit you please feel free to contact us.
... you could easily have missed a couple of recent decisions that may impact your call centre. Ofcom’s maximum penalty for persistent misuse of an electronic communications network or service is rising from the current £50,000 to £2 million. The higher penalty, which is expected to be in force by June, is mainly aimed at businesses
Following the UK government's budget last month it has been decided to remove National Indicator 14 (Avoidable contact: The proportion of customer contact that is of low or no value to the customer). This means that measurement of avoidable contact in government contact centres is no longer mandatory. It seems a little ironic that the UK
We will be attending and exhibiting at the annual Professional Planning Forum conference to be held at the National Exhibition Centre near Birmingham on 19th & 20th April. If you are going to be there why not pop along and see us?
In its response to the proposal to increase penalties for the persistent misuse of an electronic communications network the government also announced that Ofcom is intending to open a consultation on its persistent misuse policy that will examine Answer Machine Detect (AMD) usage in more detail. Consultation takes a while but if you would like help in considering what this might mean
The UK government has published its response to the recent consultation that considered raising the maximum penalty for the persistent misuse of an electronic communications network or service mainly to tackle the problem of silent and abandoned calls to consumers. This issue typically relates to misuse of predictive dialler technology As expected, the government's response is
... or doing the same with less. Call centres are under pressure. Rostrvm Solutions will be presenting practical ideas on how to remove waste, increase control and enhance customer contact productivity at the South East Contact Centre Forum events later this month. To learn more visit the Contact Centre Forum's web site
We are attending the call centre & customer services summit being held at Stansted on March 15th & 16th. If you would like to learn about how rostrvm can help you to meet your call centre & back office targets why not meet us there?
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 continues
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
Following the closing date of the Department for Business and Skills' consultation on predictive dialler silent calls the Communications Consumer Panel came out in support of higher fines of up to £2 million for dialler misuse. You can read more in the London Evening Standard together with comment from campaigner David Hickson and directly at the Communications Consumer
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 an
Oliver HerstStrong business growth means that we've extended our support team. We have been joined by Oliver Herst: "I joined Rostrvm Solutions this month from Touchpaper where I worked in the IT Support team. Prior to Touchpaper I graduated from the University of Surrey with a Computing and IT degree. I'm looking forward to applying my customer service skills to assist Rostrvm in continuing to
At the turn of the year ContactCenterWorld, the on-line resource for call centre professionals, asked for our views of 2009 and projections for 2010. Our opinion appeared in a number of articles that you can read here & here & here & here & here.
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 usual
The presentations and discussion notes from the recent South East Contact Centre Forum are available to download in PDF format by clicking here.
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 the
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. For
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 to
As mentioned in last month's rostrvm News, the Government has issued a consultation document which could see Ofcom’s maximum penalty for persistent misuse of an electronic communications network or service rise from the current £50,000 to £2 million. The penalty is particularly aimed at call centres generating an unacceptable number of silent or abandoned calls by
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 and
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 on
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 contact