Archive for October, 2008

Predictive dialler planning guide updated in the light of revised Ofcom guidelines

Monday, October 27th, 2008

Rostrvm Solutions has updated its guide to planning, implementing and executing a successful outbound campaign to incorporate the latest guidelines from Ofcom. Building an outbound contact campaign – balancing productivity and effectiveness sees Rostrvm apply its extensive industry experience to the issues surrounding outbound calling.
 
The guide steers call centre managers, campaign managers, marketing and sales managers through the implementation of a successful campaign using automated technology, such as a predictive dialler, and advises on the regulations governing outbound calls.
 
To obtain a free copy of the updated predictive dialler guide click here.

Why reduce avoidable contact?

Saturday, October 18th, 2008

Ask almost anyone if they have made contact with a business that was unnecessary and they will be able to reel off example after example. Avoidable contact is a waste of time, effort and usually money for both consumers and the contact centre.

Reducing avoidable contact is common sense. And for government contact centres, measuring performance on reducing avoidable contact is one of the factors that will be assessed within the new performance management framework agreed between communities, local councils, and the Local Government Association—so called National Indicator number 14 (NI14). 

How can rostrvm help?

rostrvm CallGuide is a desktop IT application used by public sector and commercial organisations to support contact processes and record contact outcome data. rostrvm helps you to identify and reduce avoidable contact in the front office and the back office.

To learn more about rostrvm and avoidable contact reduction click here.

Mystery shopper research highlights failure to facilitate person-to-person contact via the web

Tuesday, October 14th, 2008

A new financial service benchmark report shows the industry is missing out on online sales opportunities by failing to provide online visitors with easy access to human contact. The mystery shopper research, commissioned by Rostrvm Solutions, reveals that while 92% of financial services clearly display a telephone  number, just 14% provide a Call Me Back facility and a tiny 3% offer a Live Chat instant messenger option.

The mystery shopper looked at the web sites of more than 100 financial services providers spanning mortgages, personal pensions, insurance and loan products. It investigated out how easy it is for consumers to instigate a telephone or live chat conversation with brands while they are online; in particular the research focused on the availability and reliability of Call Me Back features, which allow online visitors to request a call back from a call centre agent at a time and date of their choice.

Rostrvm Solutions has published the research in a benchmark industryreport available for download at http://www.rostrvm.com/fst.php

Predictive dialler news…

Sunday, October 12th, 2008

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 (…at 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.

Hosted predictive dialler

Saturday, October 11th, 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.