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.
Anglian was founded in 1966 and since then has been at the forefront of the UK’s home improvements industry. Today it is well known for the quality of its windows, doors and conservatories, amongst other products.
The team at Aquira helps big brand companies sell more. Lots more. To do that, they use direct marketing. All sorts of it. From mobile and telemarketing to social media, web and email marketing.
Asia Risk Technologies (ART) is a specialist outsource services provider for the financial services sector with operations in Singapore, Hong Kong and Japan. As one component of a comprehensive Business Process Outsourcing (BPO) offering ART provides a number of call-centre-based services using Rostrvm Solutions’ pay-for-use, SIP-based call centre software.
Aston Villa has thousands of fans who are the lifeblood of the club, and its Consumer Sales Department is extremely busy all year round. To enable its call centre to look after customers effectively the Club has implemented the rostrvm suite of applications.
Autonet Insurance Group, one of the country’s largest independently owned insurance brokers, implemented a rostrvm outbound dialler and within six weeks the productive time increased 10-fold.
Bedford Insurance is one of the UK’s leading independent intermediaries. It compares the market and works with established companies to provide quotes for Car, Home, Bike, Van and all types of Commercial Insurance. Customers can access Bedford Insurance’s quick and easy online quotation system 24 hours a day, 7 days a week, for instant quotes and
BH Live is the south coast’s leading leisure and event operator and social enterprise. Its expertise ranges from staging live entertainment and events, major conferences and exhibitions, to operating leisure and sports facilities.
Bouygues Energies & Services is a leading provider of integrated energy services, facilities management, infrastructure and contracting solutions across the UK.
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.
Cable&Wireless WorldWide (C&WW) is one of the world’s leading international communications companies, specialising in providing critical communication network and services in the UK and globally.
Cambridge University Press is the publishing business of the University of Cambridge and, as well as being a leading British publisher, it is the oldest printer and publisher in the world and one of the largest academic publishers globally.
Home-working is proving to be a cost-effective choice for some contact centres, which benefit from the flexibility that it gives them and their agents.
CETA provides insurance products from a panel of the UK’s leading companies and is a national network of intermediaries with over 4,000 members.
Coastline Housing, based in Cornwall, is an independent, not-for-profit housing association, which owns and manages over 4,300 homes. Its contact centre now benefits from a rostrvm solution, which includes: • Inbound contact handling with intelligent queueing and skills-based, multi-channel ACD. • An automated outbound dialling system for rental collections and reminders, including outbound voice campaigns to ensure tenants get
Discover is a premier outdoor leisure retailer specialising in the caravan and motorhome market. It also stocks a large selection of tents and camping accessories, as well as leisure clothing.
Dudley MBC, in the West Midlands, has a busy Housing Income Team catering for a wide range of public accommodation requirements. It now benefits from a fully blended inbound and outbound rostrvm solution. This helps to mitigate the impact of Welfare Reform and the implementation of Universal Credit. It supports tenants, maximises rental income collections and
EDF Energy is one of the largest energy companies in the UK, generating around seven per cent of the UK’s electricity. Over a quarter of the UK population depends on EDF Energy for their electricity.
EDF Energy is one of the largest energy companies in the UK, generating around seven per cent of the UK’s electricity. Over a quarter of the UK population depends on EDF Energy for their electricity.
With the Telephone Preference Service (TPS) putting millions of UK consumer phone numbers out-of-bounds for telemarketers, the industry has had to rethink the way it works.
EK Services and Civica work in partnership with Canterbury City Council, Dover District Council and Thanet District Council. They deliver revenues and benefits operations and support telephony for the council contact centres, East Kent Housing and Marlowe Theatre.
Equity Insurance Partnerships is one of the UK’s leading providers of insurance solutions to affinity partners, working with a host of leading brands such as Banco Santander, HSBC, First Direct, Renault and Honda.
Ever Ready Mortar delivers a unique service supplying ready to use mortar to the building trade. The rostrvm blended call centre solution supports its outbound sales and inbound customer service operation.
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.
First Choice Holidays plc is a leading international leisure travel company operating in four sectors; Mainstream, Specialist, Activity and Online Destination Services.
The Grass Roots Group is a UK organisation with global reach, and specialises in developing the performance and skills of its clients’ staff, specifically through the provision of commercial, education, measurement and reward programmes which Grass Roots manages through its contact centre.
Heritage Health provides private medical insurance and has a team of highly experienced and knowledgeable healthcare consultants who find the most appropriate and cost-effective plans for customers. Individuals, groups and businesses come to Heritage Health for UK Private Medical plans, International Medical Insurance for expatriates and specially-designed schemes.
Hertfordshire Partnership NHS Foundation Trust (HPFT) provides health and social care to over 400,000 people with mental ill health, physical ill health and learning disabilities across Hertfordshire, Buckinghamshire, Norfolk and North Essex. The contact centre now benefits from Rostrvm Solutions’ Cloud Contact Centre Service, which includes: • Inbound contact handling with intelligent queueing and skills-based, multi-channel
Home Emergency Assist (HEA) offers a wide range of insurance services to homeowners and landlords - and complete home emergency cover. Its busy contact centre needed a user-friendly, agile cloud system. In the contact centre, HEA has a Customer Services team, a dedicated claims line and sales. They now benefit from a rostrvm cloud solution, which
IMSM Ltd, founded in 1994, is a market leader worldwide in supporting organisations to gain ISO (International Standard) certification. It has helped over 10,000 businesses achieve international standards, across a wide range of business sectors, and has offices in 20 countries.
Insure4Retirement.co.uk, a trading name of Insurance Dialogue Limited (IDL), is an independent intermediary specialising in insurance for people aged 50 and over.
Intelligent Insurance is a new broker specialising in high-risk home insurance and has a team of experienced advisers who work from its head office in Ringwood, UK. It provides high-quality, competitively priced policies regardless of a customer’s property type, condition, usage or personal circumstances.
Established in 1973, Karndean International has evolved into one of the world’s best-known and most respected flooring brands.
Kirklees Council, Huddersfield, has a long-standing relationship with Rostrvm Solutions, having used rostrvm for nearly a decade.
Rostrvm Solutions has drawn on its vast experience in contact management to address the challenges for the Housing sector posed by Universal Credit. It now offers contact technology which deals specifically with the increasing demands made on businesses like housing associations in areas such as collections and controlling costs.
When is a call centre not a call centre? Contact management is important to the service, but the Access team is not a call centre in the traditional sense. The objective isn’t to plough through high volumes of calls as quickly as possible – the aim is to conduct interactions sensitively and to measure the outcome
When the Council implemented its plan to refresh its call centre infrastructure, the Council was not looking to implement one central call centre, but required call centre technology with the ability to set up virtual call centres. This enables the Council’s different business areas to administrate and set up their own call handling specific to their
Midland Heart is a leading UK housing, care and support business, providing 33,000 high quality affordable homes to over 70,000 customers. The organisation talked to Rostrvm Solutions about ways to tackle the impact of Universal Credit as it wanted to act early to mitigate the effects on customers.
Nottinghamshire County Council has has been successfully using rostrvm in its customer service centre (CSC) since 2009. The number of services delivered to its customers has increased dramatically and the Council needed to extend call handling capabilities into other departments to maintain productivity and efficiency.
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.
Red Kite Community Housing, based in High Wycombe, Buckinghamshire, are a tenant-led, not-for-profit, charitable housing association. They now have a blended, multichannel solution. They own and manage more than 6,500 homes in the Wycombe District. Red Kite customers have an important role in making sure that the organisation remains truly tenant-led through everything that they do.
A leading global beauty, fashion and home retailer has chosen rostrvm when replacing its dialler. Direct sales is the company’s core business and the dialler is key to its strategy.
Sadler’s Wells is a world leader in contemporary dance, bringing the very best of international and British productions to audiences at its three theatres in London and on tour. The company has a strong customer service ethos. As a thriving arts organisation and a registered UK charity, Sadler’s Wells earns approximately 70% of its income from
The customer services team at St. Helens Council, Merseyside, are the first point of contact for people looking for assistance across the whole range of council-related issues. They are committed to providing high quality, accessible services for all. The contact centre now benefits from a rostrvm cloud solution, which includes: • Inbound contact handling with intelligent
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.
The Ricoh Arena in Coventry is a multi-purpose venue and an international destination for business, entertainment and sport. Its stadium seats nearly 32,500 people and is home to one of the best-known names in English rugby – Wasps.
XLN is the UK’s leading dedicated Small Business supplier and a long-established customer of Rostrvm Solutions. It provides reliable and affordable Phone, Broadband, Energy and Merchant Services to small businesses across every high street in the country.