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 . . .


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.


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.


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


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.


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


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.


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.


We are on the move

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 web site


Turning austerity into prosperity.

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 is


Get the mix and get it right

Successful contact centres are those that have the technology and people to be able to adapt rapidly to changing demands – and that doesn’t have to mean constantly spending more – says Rostrvm Solutions, contact centre software developer.


Blending social media in the call centre

Embracing social media can enhance business. Gaining experience could be the difference between being competitive in 2012 or perhaps losing the race. There are some do’s and don’ts to consider before launching in and here are our top 10…


2012 – time to ring the changes

As contact centres contemplate the tough economic marketplace of 2012, the agenda will be about how to work with ‘austerity’ and turn it into prosperity. Successful companies will be those who maximise their existing resources and plan carefully to ensure they are well positioned for the future. Rostrvm Solutions, contact centre software developer, believes it’s entirely


Making the right improvements in the contact centre.

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


Rostrvm Solutions at PPF Best Practice Seminar

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.


Knowledge is power and happy customers – Rostrvm partners KPS

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.


Planning guide for predictive dialler

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.


Celebrating 25 years of rostrvm

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.


See us at the Midlands Contact Centre Forum

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.


How many people do I need?

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. 


Supporting contact centre excellence

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.


rostrvm user group

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.


Blended contact centre case study available

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.


News from Ofcom about predictive dialler and Answer Machine Detect

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 joins Rostrvm Solutions

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.


Telesales and Marketing Executive wanted

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


Careers @ Rostrvm Solutions

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


July newsletter available now

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


Putting task management back on the agenda

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?


Discover rostrvm this summer

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.


June customer newsletter available

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


North West Contact Centre Awards 2011

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


Rostrvm 8.1 available now

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


Perform better with rostrvm training

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.


Free Best Practice Guide 2011

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...


May edition of rostrvm News

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


New Addition to the Rostrvm Engineering Team

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


Customer Satisfaction: To Fix It, Measure It!

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


Government Spending Review

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


April newsletter available

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 – finalists at Contact Centre Innovations Awards

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.


Customer Contact Planning Forum 2011

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


Call Centre & Customer Service Summit

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


Back Office – Today’s hot topic

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


SuperVisor Designer – Hints and Tips

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 -


Calling iPad users

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 flexible software

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.


Make one change

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


Call centre case study – Affinion International

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.


MPs call for more action on silent calls

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,


Time saved is money earned

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


New predictive dialler rules – a reminder

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


Canterbury City Council – Contact Centre Case Study

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


Brookson and Rostrvm enhance the sales experience

Contact centres are facing increasing pressure to provide excellent customer service but keep the length of calls viable at the same time. Contractor accountant ( 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


Open letter from Ofcom for predictive dialler users

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


Achieve contact centre excellence

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


Annual customer satisfaction survey under way

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


Case study from Cambridge University Press

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


Right time to call

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.


Planning and Forecasting for Public Sector Contact Centres

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 winners are Cable and Wireless Worldwide

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


Rostrvm Solutions sponsors Best Contact Centre Improvement Strategy

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


When is the right time to call?

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


We will be @ Stansted. Will you?

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.


The latest Ofcom rules and guidance on Answer Machine Detect

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


Predictive dialler – new guidance confirmed

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 outsourced call centre case study

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


Achieving more; spending less

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.


Work force forecasting and scheduling WFM

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


Doing more with the same …

...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,


Predictive dialler fine increase

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 have excellent coverage at this story available at


North West Contact Centre Awards 2010

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


Answer Machine Detect – what the industry thinks

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 . But what did the industry think? Opinions from individuals, call centres, technology providers and other key influencers are available to read


Contact centre survey highlights opportunities for savings

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 partners with Rostrvm

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


Call Centre Expo – September 2010

We will be supporting the South East Contact Centre Forum [] 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 Worldwide case study

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


Ofcom:Tackling abandoned and silent calls

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


Latest rostrvm News available now

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.


Increased customer satisfaction, optimised agent productivity & reduced cost

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


New rules for predictive diallers and Answer Machine Detect

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 web site has been updated

Our main web site 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


rostrvm incremental release

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.


There is an election coming so…

... 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


NI 14 – Measurement of avoidable contact scrapped

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


rostrvm @ Professional Planning Forum

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?


Answer Machine Detect to be reviewed by Ofcom

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


Two million pound fines a step nearer

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


Doing more with the same…

... 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


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