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rostrvm News
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- If you have any difficulty reading rostrvm News please visit http://www.rostrvm.com/rostrvmnews2.htm - Welcome to the latest edition of rostrvm News. This issue announces the availability of rostrvm 5.1 and includes information covering · Plugging CRM gaps with new CallGuide facilities · Increasing customer satisfaction and agent utilisation with QueueBack and CallBack · Keeping your customer informed with automated OutBound messaging You have an opportunity to gain the inside track in a new area of customer interaction; we are working on rostrvm 6 including a number of multimedia and mobile-phone/contact centre integration facilities. We are actively seeking users to work with us on new mobile-phone-based applications, and if you are interested in learning more please contact your account manager. We've also included details of an interesting quality monitoring service from VIRTUATel. As ever, we appreciate your views and feedback. Contact ken.reid@rostrvm.com with any suggestions or comments.
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rostrvm release 5.1 – Available NOW |
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rostrvm 5 was launched during the summer and many of you
are already benefiting from a range of new facilities and functions available
across the rostrvm application suite. The first incremental release - rostrvm
5.1 - is available now with additional opportunities to enhance your call
centre. |
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Web Supervisor Designer |
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New OutBound campaign management features |
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Thanks to your ongoing feedback we have incorporated a range of new management features to the rostrvm OutBound dialling platform including:
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Plugging CRM gaps with new CallGuide facilities |
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CallGuide helps to plug gaps in CRM strategies with new functions that deliver and capture the right information in the right format at the right time.
Context sensitive screen pop
CTI screen pop has traditionally been used to present computer
applications and related information to the agent at the beginning of a call.
CallGuide’s context sensitive screen pop delivers your relevant desktop
applications and data as it is needed at the appropriate point in the call. |
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Increasing customer satisfaction and agent utilisation with QueueBack and CallBack |
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rostrvm QueueBack is used in conjunction with rostrvm CallDirector ACD helping you to · Increase customer satisfaction · Smooth fluctuations in call demand · Reduce abandon rates · Improve agent utilisation rostrvm QueueBack allows a caller on an inbound queue, to hang up but “maintain” their position in the queue. Once the caller has reached the head of the queue, rostrvm automatically generates a return call and passes this through to an available agent. QueueBack can further be enhanced to prompt the caller to collect
customer contact details – for example, a helpdesk incident number, which can
then be present full details to the agent before the callback is made. |
But there are times when the peak is so high that even QueueBack support will not balance caller demand and staff availability. CallBack complements QueueBack functionality by transforming
immediate demand into deferred demand. Instead of the caller being held in
queue, he or she is asked to leave details and receives a callback later in
the day · Manages extreme traffic peaks · Converts immediate demand into deferred demand · Sets and manages customer expectations · Smooths workload across the day |
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Keeping your customer informed with automated OutBound messaging |
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We have extended rostrvm OutBound’s Answer Machine Detect capabilities to route calls that have reached an answer machine to a message delivery system. |
There are times when both you and your customer can benefit from receiving a call – for example reminding your customers of a planned service visit or product delivery. But it is a fact of life that many calls to customers reach answer machines. Automated OutBound Messaging benefits you by removing the need for agents to spend time leaving messages on answer machines and benefits your customer by delivering valuable information at the right time. |
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Hints & Tips |
Working with rostrvm @ VIRTUATel |
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A few years ago the answer was simple, the customer’s phone has rung and nobody is available to take the call. You should probably wait a while before calling again. But things have changed. With today’s ‘in network’ messaging systems, such as BT 1571, reaching an answer machine can also mean that the customer is available but busy on the phone. Our hint & tip is that you should review your rostrvm OutBound campaign strategies so that the first redial of an answer machine outcome should match your ‘busy’ strategy and that subsequent redials match the ‘no answer’ strategy.
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The Automated Satisfaction Measurement & Analysis (ASMA) service is very simple. At the end of the call to your company, you transfer the caller to our hosted ASMA system to complete a short customer satisfaction survey. The caller will complete the survey by answering your questions by either pressing buttons on their telephone keypad or speaking their responses using Automated Speech Recognition.
Rostrvm Solutions has worked with VIRTUATel in the development of ASiST to automate the invitation, selection and transfer of callers to the ASMA customer survey service without agent knowledge or intervention.
For more information please visit http://www.virtuatel.co.uk/ |
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Coming soon |
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Your customer is changing. Research figures from the UK (shown to the right) illustrate how mobile technology is being quickly adopted. Most notably the research indicates that new facilities are very strongly adopted by young people – the new consumers vital to the continued success of any business. Rostrvm Solutions is building a range of new facilities for rostrvm 6 to address the new environment including · Mobile web to call centre interaction · Multimedia outbound campaigns including SMS and email · Mobile Management Information We are actively seeking users to join us in 'proof-of-concept' and 'market acceptance' trials. If you interested in working with us in this exciting development area then please contact your account manager. |
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over 85% of consumers have a mobile
subscription ·
around 56 million text messages are
sent each day ·
94% of 18-24 year olds send texts ·
SMS marketing response rates are up
to five times higher than those of direct mail marketing · over 28 million web pages are viewed per day via mobile phones
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rostrvm News comes with promises . . . |
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Promise 1 |
We will not bombard your email inbox. rostrvm News will appear no more than once a month. |
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Promise 2 |
If you tell us that you don’t want to receive rostrvm News then we will stop sending it. |
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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/rostrvmnews2.htm Please email any suggestions for articles or improvements to ken.reid@rostrvm.com© 2005 Rostrvm Solutions Limited |
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