Rostrvm News - June 2008

Beyond the four walls of the call centre - the rostrvm customer service revolution

Every business needs to communicate with its customers. Call centres began life as a centralised point for conducting relatively straightforward transactional activities such as  receiving requests for product information, taking orders, reviewing account balances and resolving common service requests.

The increasing availability of consumer self service methods such as the internet and Interactive Voice Response (IVR) systems means that increasingly basic activities never reach a call centre agent. In turn this transition means that the calls that are delivered to the call centre are more complex and demand more in-depth skills from the agents. The knock on effect is that your customer's call may require very specific skills to deliver an effective answer.

In 'traditional' call centres, customer service staff would be entirely focussed upon dealing with customer contacts. In the new environment the specialists who deal with complex customer enquiries often have multi-faceted job roles; handling customer enquiries is just one task in a busy day.

To revolutionise customer service the enterprise needs to capture, manage and measure all available resources to support contact handling, the sales office, the back office, and even staff out in the field.

The latest rostrvm release delivers the tools to bring the disciplines and technologies available in the formal call centre to this informal enterprise-wide contact management environment.
Skills based routing to deliver telephone calls to the right place at the right time

Ensuring that emails are passed to the team that can properly respond

Responding to web enquiries

Support tools including process scripts

Managing and monitoring performance - how well are we servicing our customers? How many sales do we make? Who makes the sales? Who is answering queries most effectively?

Keeping your promises to get back to customers
The latest rostrvm release uses SIP Voice over IP (VoIP) technology to extend formal call centre structures to the new informal contact centre ensuring that you can manage, measure and plan customer interaction whilst optimising your enterprise resources.

And if you would like to learn more about how the latest rostrvm software can  transform your customer service simply contact us to arrange a free consultation.

Oh no not that again!.....Ofcom still haven't issued the new rules for predictive diallers

With apologies (yet again!) to regular readers who will definitely have  the impression of déjà vu ...... Ofcom issued a consultation on  a Revised Statement on Persistent Misuse in December. The conclusion to the consultation  was expected to be issued in March and then it slipped to April. Now we are into June  and there's still no firm news. We promise that as soon as we get to see it we will let you know the impact on predictive diallers and associated dialling campaigns.

Free consultant support service

Did you know that Rostrvm Solutions provides free, direct support to consultants working in the contact centre space?

In addition to the call centre capacity planning tools available on our web site we offer freely the benefit of our advice to business consultants.

Our Consultant Support Service benefits consultants by delivering easy access to specific guidance from our experienced advisors

Got a question? Then just contact us and we will appoint one of our experienced consultants to work directly with you. Give us a call ... you have nothing to lose and lots to gain.

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