August 24th, 2010
The North West Contact Centre Awards programme is in its 5th year and was set up to recognise and reward the contributions made by individuals and organisations as they continually strive to achieve ‘excellence’. The awards are now firmly established as the benchmark for ‘excellence’ throughout the North West Contact Centre Sector.
Rostrvm Solutions is sponsoring the ‘Best Contact Centre Improvement Strategy’ award to be presented on October 14th.
To learn more visit http://www.callnorthwest.org.uk/
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August 9th, 2010
The recent Ofcom consultation on silent calls, abandoned calls, answer machine detect and the predictive dialler closed a few days ago. You have been able to read what we think for a while at http://www.rostrvm.com/in_our_opinion_AMD.php .
But what did the industry think? Opinions from individuals, call centres, technology providers and other key influencers are available to read at
http://stakeholders.ofcom.org.uk/consultations/silent-calls/?showResponses=true
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August 1st, 2010
In a survey carried out by call centre software provider Rostrvm Solutions, over 70% of contact centres relied on back office teams to complete customer transactions, yet nearly half were not measuring operational performance in the back office. Another key finding was that whilst the use of Computer Telephony Integration (CTI) is increasing, over half of respondents still did not use CTI in their call operations, despite the benefits it offers such as intelligent call routing and improved call handling.
Another area where cost savings can be made is by improving call handling through use of Computer Telephony Integration.
Two out of three call centres surveyed by Rostrvm still use three or more applications at the agent desktop to process transactions. Desktop optimisation technology offers many advantages in call handling and back office environments; it integrates many of the applications which teams typically use to process a transaction providing a single interface, removing repetitive data handling, reducing errors and supporting business processes. By adopting this technology, organisations can reduce avoidable contact, workload and ultimately costs.
Full survey details are available here
Posted in back office productivity, call centre | No Comments »
July 29th, 2010
Aviva UK General Insurance (UKGI), part of Aviva, the world’s fifth-largest insurance group and the biggest insurance services provider in the UK, has partnered with Rostrvm Solutions to provide the technical expertise and innovation required in building a market-leading outbound operation.
Aviva UKGI is well accomplished in acquiring and retaining its customers. Nearly 170 people are employed in its outbound contact service, operating more than 130 workstations across two Centres of Excellence, based in Glasgow, Scotland.
Shona Anderson, Aviva UKGI Technical Manager, Telephony, said, “Rostrvm Solutions exhibited a partnership ethos and flexibility that surpassed the traditional technology provider/client relationship. Equally, it was clear that Rostrvm had identified that the key to their success was being able to rapidly meet and anticipate the ever-evolving needs of their clients, in response to shifting market dynamics.”
Read the case study here
Posted in call centre, dialer | No Comments »
