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Rostrvm News - October 2008

rostrvm is deployed for hosted call centre delivery

Rostrvm Solutions call centre software is designed from the ground up to operate in a virtual call centre environment with location independence. This means that rostrvm can be used both on customers' premises and in a hosted, pay-for-use deployment

At the recent Call Centre Expo held at the National Exhibition Centre Opal, the B2B division of The Carphone Warehouse Group, announced the formalisation of its partnership with Rostrvm Solutions and the launch of a new service for call centres - the enhanced, hosted dialler.

The launch of the enhanced hosted dialler proposition is a key element in Opal’s strategy to deliver advanced functionality to business customers in easy-to-adopt packages.

Paul Lawton, MD for Opal commented “Our hosted dialler package offers tremendous operational and commercial flexibility, which is important in today’s economic environment. Hosted applications are an ideal solution for business looking to leverage operating rather than capital expenditure.”

The Opal Hosted Dialler services bring numerous tangible benefits to call centres, from greater efficiency, time and cost savings through to much-improved voice and data features, reliability and ease-of-use. It gives the business user the opportunity to operate call centre dialling campaigns from anywhere that has a phone, a PC and good access to the internet meaning they can use the Opal hosted dialler straight away.

To learn about using rostrvm in a hosted, pay-for-use environment feel free to contact us.

Barclaycard fined 50,000 pounds ...Ofcom publishes updated guidance

There's been lots of news from Ofcom over the past few weeks specifically related to outbound campaigns and predictive diallers. At the end of September Barclaycard was fined 50,000 pounds for for breaching Ofcom's rules on silent and abandoned calls.

And after a wait of several months Ofcom’s Revised statement of policy on the persistent misuse of an electronic communications network or service was published on the 10th September s ( long last!) setting out its guidelines regarding abandoned and silent calls, as it relates to call centre diallers.

This revised statement provides useful clarification of a number of areas that were previously open to interpretation, providing valuable guidance for outbound call centre operations. But we also recognise that the new element in the area of accounting for Answer Machine Detection ‘false positives’ requires careful consideration by predictive dialling operations on a case-by-case and campaign-by-campaign basis. In addition, the clarification that multi-site contact centres operating outbound campaigns from several locations may use aggregated data to calculate the abandoned call rate, could have an impact upon customers’ operational processes.

As a leading supplier of predictive diallers we have a key role to play in the education and training of dialler users towards compliant behaviour. We have already provided educational material such as our recently-published guide to planning outbound campaigns and offer advice through our consulting service, rostrvm Prophet. So if you don't want Ofcom knocking on your door get in touch with us.

Click here to download the planning guide and to receive updates as soon as they are published.

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