Your plans for 2015: Free tools to help you
The most popular areas of our web site are the Planning tools and the Rules of thumb. These sections deliver free advice for anyone planning to start a new contact service or enhance a call centre.
iPhone app update
Some users of the iPhone version of our Call Centre Calculator app reported operational problems using the tool with new and updated iPhones. A new version is now available to support iOS 7. Expect to receive notification from the App Store.
rostrvm multimedia contact
Since we published our research into Desktop Applications & Social Media we have seen increased interest in multi-channel contact centre operations – integrating emails and social media with established telephone customer service.
Call centre calculator – how it works
We have added a video illustration of our call centre calculator to our video channel.
Rule of thumb : now in video
Following user feedback, we have started to provide our ‘Rules of Thumb’ in video.
The world is changing all the time and so are we!
We’ve launched our new, easy-to-use web site.
Rule of Thumb: How many ACD agents?
We’ve published our Rule of Thumb: Calculating the number of agents needed in an inbound call centre.
Call centre calculator mobile app
We’ve launched a handy and useful app for mobile devices, to assist busy managers in calculating inbound call centre staffing needs.
The consumer strikes back!
Does the name Richard Herman ring any bells? He might be a customer of yours – or he might be on your list of potential customers. What you should know though is that he has won his argument against AAC, which sells referrals to management companies, for receiving nuisance cold calls.
Looking forward to the National Best Practice Seminar
Rostrvm Solutions is sponsoring the Outbound Stream for the Professional Planning Forum's National Best Practice Seminar being held next week at Old Trafford Football Stadium, Manchester. This is a must attend event for planners and analysts who want to keep up to date. More information and booking details are available here.
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.
Professional Planning Forum 2012 – next week
We are joining industry professionals at the ‘Customer Contact Planning 2012’ conference at the Hilton Hotel, Blackpool next week. Will we see you there?
Customer Contact Planning 2012 – diary date
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?
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.
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.
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...
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.
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.
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 http://www.planningforum.co.uk/Default.aspx?tabid=826
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
Supporting call centre best practice
Rostrvm Solutions is supporting the forthcoming (30th September) Best Practice Seminars run by the Professional Planning Forum. The seminars cover 3 key elements of contact centre planning - Outbound, Back Office and Customer Journey planning. This event give delegates a chance to hear from organisations key to best practice in the industry, participate in interactive
Contact blending for operational efficiency
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’?
Ofcom enforcement report indicates future increase in predictive dialler penalties
Ofcom's latest report into its Enforcement activities indicates that Ofcom is seeking an increase in penalties for misuse of predictive diallers. [Available here] "At present the maximum penalty that Ofcom can impose for this behaviour[silent calls] is £50,000. We have made representations to Government about the possibility of increasing the maximum penalty for persistent misuse
Call centre blending for operational efficiency
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
Rostrvm Solutions presenting at the first-ever UK Outbound Forum
Rostrvm Solutions will be hosting "Blending outbound and inbound for operational efficiency" workshop at the UK Outbound Forum - a 'special interest' event within the Professional Planning Forum's conference. The event will also be an opportunity for dialler users from all over the UK to get together, share experiences and meet Ofcom, TPS and the
Planning for outbound call centres
Rostrvm Solutions is sponsoring the first ever UK Outbound Planning Forum, organised by the Professional Planning Forum, to be held on Tuesday 28th April 2009 at the Novotel London West in Hammersmith. The UK Outbound Planning Forum is being held in conjunction with “Contact Centre Planning 2009” and gives delegates a chance to hear from
UK Outbound Forum 2009
Rostrvm Solutions is the workstream sponsor for the first ever UK Outbound Forum, to be held on Tuesday 28th April at the Novotel London West in Hammersmith. The UK Outbound Forum 2009 gives delegates a chance to hear from organisations key to best practice in the industry, with contributions from OFCOM and the Direct Marketing Association
Predictive dialler planning guide updated in the light of revised Ofcom guidelines
Rostrvm Solutions has updated its guide to planning, implementing and executing a successful outbound campaign to incorporate the latest guidelines from Ofcom. Building an outbound contact campaign – balancing productivity and effectiveness sees Rostrvm apply its extensive industry experience to the issues surrounding outbound calling. The guide steers call centre managers, campaign managers, marketing and sales