In recent years your call centre’s purpose has changed from simple transactional activity to an environment where your customers can contact you for a wide range of reasons and through a variety of media. Equally back office transactions are increasingly complex. Managing and applying structure to a seemingly unstructured set of data sources is a major challenge for call centre agents.
Failed attempts to align contact and customer management dynamics with over-structured processes has led to your teams using a myriad of information systems, central IT, spreadsheets, external data verification and handwritten notes stuck to the computer screen!
rostrvm CallGuide is the tightly integrated desktop support component of the rostrvm product suite providing support to call handling and back office processes through scripts, prompts and desktop application integration.
CallGuide unifies processes without being strait-jacketed by the underlying IT systems. At the same time as presenting context-and-customer-sensitive data from multiple sources CallGuide supports your business processes to ensure the right information is given and received at the right time.
Unlike standalone scripting systems CallGuide’s integral linkage with the rostrvm inbound & outbound call routing and the rostrvm management information system delivers high performance, controlled customer interactions.