Archive for January, 2009

Wake up to VoIP

Monday, January 26th, 2009

Frankly we wouldn’t be surprised if the mere mention of Voice over IP was enough to make you yawn with boredom and click on to the next blog — but please bear with us and read on!

Every man and has dog have been trumpeting Voice over IP (VoIP) as the best thing since sliced bread for years; search for the phrase voip benefit in Google and you will get over 15 million matches.

But in reality the expected business benefits such as reduced operational and administrative costs have not been as significant as expected. And the promised innovative business applications combining telephone functions with open-standard IT systems have been slow to materialise. Until now.

 Rostrvm Solutions has adopted the latest VoIP standards to provide a range of ground-breaking applications for call centres of all sizes.

Evolution not revolution
We know that you already have a significant investment in call centre technology. The rostrvm call centre software suite is designed to complement and protect your existing call centre technology investment. For example, rostrvm extends the useful life of traditional PBX platforms while delivering sophisticated call centre functionality. You can enhance a basic telephony platform with rostrvm VoIP tools to undertake innovative, predictive dialler telemarketing campaigns Our approach is to help you to evolve your call centre. Our new applications transparently take advantage of the new technologies. It doesn’t matter whether you have the latest IT & Telephony network infrastructure or a 20-years-old PBX, rostrvm can turn your current platforms into a state-of-the-art call handling operation.

CRM has evolved

Wednesday, January 21st, 2009

At the turn of the millennium, Customer Relationship Management (CRM) was trumpeted as the next great thing to drive efficiency in the call centre, increase sales and maximise service call resolution at the first point of contact.

In recent years the call centre’s purpose has changed from simple transactional activity to an environment where your customers can contact you for a wide range of reasons and through a variety of media. And in today’s fast moving consumer environments a call centre’s business aims and targets can be changed almost at the drop-of-a-hat. Our experience is that large centralised CRM systems simply cannot cope with the necessary speed of change. Failed attempts to align call centre dynamics with over-structured processes has led real-world call centre agents needing to work with a myriad of information systems, central IT, spreadsheets, external data verification and notes stuck to the computer screen! 

The challenges facing the call centre agent will only get more complex. Transactional call centre activity is swiftly migrating to ‘non-live’ media, such as Interactive Voice Response, the Internet, SMS and mobile data. This means that from the call centre agent’s perspective, the types of call received are less routine, more challenging and time-consuming. The agents’ skill sets will be less about dealing with the mechanics of transactions and much more about maintaining good relationships with customers using all the available information.

Managing and applying structure to a seemingly unstructured set of data sources is a major challenge for call centre agents.

This is where rostrvm CallGuide comes into play. CallGuide extends from simple call centre scripts to a unified customer interaction without being strait-jacketed by the underlying IT systems. At the same time as presenting context-and-customer-sensitive data from multiple sources a strong Contact Point Management system must also support business processes to ensure the right information is given and received at the right time.

We are not saying that CRM is dead. Quite the opposite.  The basic Customer Relationship Management philosophies are of clear benefit to the business and the customer. rostrvm CallGuide makes it easier for your agents to deliver the benefits.

If you want to know more about rostrvm CallGuide and how it can enhance your desktop application to make your agents more effective and efficient then  contact us.

Bringing call centre discipline to the back office

Sunday, January 18th, 2009

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.

Reducing avoidable contact : NI14

Friday, January 16th, 2009

We will be presenting our thoughts on NI14 and reducing avoidable contact at the

APSE citizen engagement advisory group

to be held in Manchester on Monday 19th January. Learn more here

More predictive dialler regulation on its way?

Wednesday, January 14th, 2009
As reported in Brand Republic and national newspapers, Colette Bowe, the incoming chair for Ofcom has called for the current maximum fine to be increased from 50,000 pounds. Dr Bowe will become Ofcom chairman later this year …. so the call centre industry needs to be ready for scrutiny!

New year resolutions?

Sunday, January 11th, 2009

We’ve offered suggestion’s for ‘New Year Resolutions’ over on callcentrehelper.com

Focus on the back office

Organisations will start to look at how they can apply the rigour of call centre process to increase efficiency in the back office. Measuring and regulating back-office activity will allow businesses to ensure that call centre agents are properly supported by swiftly delivering on customer promises building customer satisfaction and loyalty in what’s likely to be a tough year for many of us.

Improve productivity by applying call blending principles to other media

As an industry we’ve been getting to grips with inbound-outbound call blending over recent years, so in 2009 we should turn to blending telephone calls with other media, such as email and text messages. Getting agents to deal with other customer media whilst still being available to handle the immediate demands of telephone calls, will optimise contact centre productivity.

You can  read more here