November 2007

rostrvm News

 

 

·    Rostrvm Solutions’ survey shows call centres are not ready for the new consumer

·    How will your call centre adapt to the demands of the consumer?

·    rostrvm release 7 - over 100 new customer-inspired enhancements and a  “21st Century” look

·    Hints & Tips – keeping your promises to call back

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Learn more about the new features in release 7.

 

 

 

 

 

 

 

 

 

 

 

Read other call centre experiences

 

 

 

 

 

 

 

 

 

Call centres not ready for the new consumer

The consumer is changing.  Mobile technology is being quickly adopted and use of the internet continues to increase. Most notably new communication methods are strongly adopted by young people – the new consumers vital to the continued success of any business.

Research commissioned by Rostrvm Solutions reveals that consumers are beginning to demand multimedia contact but most call centres are far from ready to meet customer expectations. The research shows that adoption of new media is under way, customer contact mechanisms are changing, but not at a pace to meet consumer expectations.

The survey shows that call centres are more troubled by day-to-day operational issues; call centres are simply not focused on meeting customer expectations and building tomorrow’s operational and business processes.

Over 100 call centres across a wide range of business sectors and call centre size took part in the survey.

The survey results available at www.rostrvm.com/surveyresults

If you want to know more about how rostrvm can help you to manage your day-to-day  operational challenges and how we can help you to prepare for the new consumer then get in touch with your account manager or contact us.

 

rostrvm release 7 – available now

As well as over 100 customer-requested enhancements and a new “21st Century” look, rostrvm Release 7 delivers:

§        Support for the new consumer with integrated inbound and outbound capability for multi-media channels including email, SMS and web-call.

§        ControlCentre 7 consolidates all management information and administration functions in to a single, easily accessible environment.

§        CallGuide Designer unleashes the true potential of call process management to make the most complex desktops simple to navigate and use.

§        Support for informal call handling allows “formal” call centre process control and performance measurement to be extended to any area of the business.

Software upgrades to deploy the product enhancements are available to licensed rostrvm users with a current support & maintenance contract.

Full details are available via our web site by clicking here or visiting www.rostrvm.com/release7.shtml

Hints & tips

Keeping your promises to call back. Our predictive dialler users are very familiar with rostrvm OutBound’s extensive facilities to create timed callbacks. Did you know that this ability to set a timed callback is also available to agents handling inbound calls?

Get rid of the pieces of paper, notepads and sticky notes covering your desks. Let rostrvm help you to keep your promises to your callers.

If you want to know more about how rostrvm can help you then get in touch with your account manager or contact us.

 

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© 2007 Rostrvm Solutions Limited