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rostrvm News - January 2009

Looking forward to call centre growth

Yes we know that almost everyone is forecasting doom and gloom for 2009, but we are forecasting growth in the UK call centre industry this year. Have we gone mad? Why do we think that call centres will buck the general trend?

Offshore activities in decline?

The decline of offshore contact handling has been repeatedly forecast , but usually based on a "customers don't like it " argument. And whilst the customer service perspective remains important, more fundamentally the economic tide has changed. Depending on the payment currency the cost of sending call centre activity offshore is likely to increase between 10 and 25% this year compared with last.

More staff available

The recent failures in the high street retail sector are clearly terrible for the companies and individuals involved, but there is a a silver lining to the dark clouds .... the decline on the high street means that qualified customer-focussed staff will become available to support the low-cost call centre retail channel.

But to take advantage of the growth opportunity call centre managers need to keep a close eye on opportunities to maintain and enhance productivity .................

Blending in the call centre

Contact blending is one of those things that seems, at first glance, very attractive. However, when you look at the detail it really needs some thought and analysis to make sure it delivers the benefits you expect ; for example if you are looking to blend inbound and outbound calls how are staff rewarded? Do you blend calls all the time or only outside peak traffic periods? When are the peaks?

And as multimedia contact has really started to build in volume (Have you counted how many emails you handle recently?) perhaps this is the year to implement blending across multiple media and tasks

rostrvm ResourceBroker provides the technology to support intelligent task blending backed by our consulting service, rostrvm Prophet, to help you to find out whether blending can work for you. To learn more why not contact us.

Is outbound call handling under control?

It is estimated that around 1 million people are employed in call centres in the United Kingdom. Around 40% of call centre activity is outbound. Do the maths; make allowance for part-time working, holidays and so on – and a conservative calculation shows that outbound call centre activity adds up to 60 million days a year.

If you run a manual outbound operation the chances are that you will have little or no idea how that time is spent. Dialler automation changes all that by providing detailed information about activity and performance:
  • How many calls have you made?
  • Who is making the calls?
  • How long does each call take?
  • What’s the after-call administrative overhead?
  • When is the best time to reach your audience?
Our consulting service, rostrvm Prophet, will identify opportunities to quickly and easily enhance call centre performance. Why not contact us to find out how rostrvm Outbound can help you

Bringing call centre discipline to the back office

back office productivity Most call centres have Management Information for agent activity. But what about people who provide support, and are a large part of the costs, for your business but are not are not on the phones or directly interacting with your customers?

Our new application note provides an overview of how rostrvm can bring call centre efficiencies across your business.

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