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November 2007 |
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rostrvm News |
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·
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 Contact Us +44 (0)1483 744500 Useful Links 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. rostrvm News come with promises
If you want to stop receiving rostrvm News or wish to add a
colleague to the distribution list then please contact ken.reid@rostrvm.com |
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Please feel free to forward this newsletter
to your colleagues. If you have any difficulty reading rostrvm News please visit http://www.rostrvm.com/rostrvmnews13.htm Please email any suggestions for articles or
improvements to ken.reid@rostrvm.com © 2007 Rostrvm Solutions Limited |
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