Rostrvm News - July 2008

rostrvm CallGuide makes life easier for call centre agents

Recent research highlighted the drain on agent productivity caused by increasingly complex administration tasks in the call centre;  on average agents spend 71% of their time entering data, making notes, seeking advice and reading from information screens.  

Equally alarming for businesses that operate a call centre, the research showed that agents are using five separate applications on average to deal with a call and 61% of agents said that better systems for managing calls would provide the most positive improvement.

The latest version of rostrvm CallGuide, provides the answer to the changing demands of the 21st century contact centre; in today’s call centre environment agents are dealing with a far higher proportion of complex enquiries and they need a more sophisticated tool to support the call handling process. To put it simply, there is no need for agents to manage five screens to deal with a single call.

With rostrvm CallGuide you can integrate multiple desktop applications to provide agents with all the information they need in a single screen. But it also does more much than that; it helps call centres handle more calls with a higher proportion of positive business outcomes.

Already used by award-winning call centres such as EDF Energy, CallGuide’s range of sophisticated capabilities makes life easier for your agents, team leaders and managers rostrvm CallGuide offers a number of innovative features to improve agent productivity by streamlining the call handling process:

  • Unlike standalone scripting systems, rostrvm CallGuide integrates with multiple desktop applications so agents are served with all the information they need via a single screen;
  • CallGuide automatically generates context sensitive scripts, using telephony and business data, to guide agents through the call with the right information at the right stage in the customer dialogue;
  • Agents only need enter customer data once; CallGuide will automatically populate all the relevant applications with the information;
  • CallGuide generates management information based on business outcomes as well as call handling data;  in this way managers can get a clear picture of the effectiveness of calls and refine processes in the call centre to improve business outcomes;
  • CallGuide also empowers call centre managers to personalise scripts for teams and individual agents to support champion-challenger processes and to dynamically route the call process through user selection and external data.

CallGuide can be used in conjunction with any call centre platform  including rostrvm's own inbound and outbound call handling systems, such as our ACD and predictive dialler.

CallGuide is also used by customers to support other business functions where there is no other call centre technology at all!

Ever Ready Mortar delivers a unique service

Ever Ready Mortar delivers a unique service supplying ready to use mortar to the building trade.   It has expanded rapidly with corporate headquarters in Sunderland and depots in Tyne & Wear, Manchester and Sheffield, and one more soon to open in Birmingham.

The rostrvm blended call centre solution supports its outbound sales and inbound customer service operation, enabling the company to meet its ambitious growth plans. 

To learn more about how rostrvm supports this expanding business click here to read the case study.

.... and the winners are...

Nottinghamshire County Council scooped the Contact Centre Technology Award at the 2008 Good Communication Awards on 26th June, for an innovative call routing solution. Learn more about how rostrvm helps the council in the case study, available by clicking here.

Congratulations also go to EDF Energy for winning a series of call centre and contact centre awards over recent months including the Professional Planning Forum's Contact Centre Innovation of the Year Award 2008.

Read more about how rostrvm helps EDF Energy by clicking here.

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