Archive for March, 2009

Silent calls still a problem

Wednesday, March 25th, 2009

The latest information from Ofcom shows that predictive dialler silent calls remain a problem. If you are concerned that your dialler is causing the problem then you should talk to us.

Planning for outbound call centres

Monday, March 16th, 2009

Rostrvm Solutions is sponsoring the first ever UK Outbound Planning Forum, organised by the Professional Planning Forum, to be held on Tuesday 28th April 2009 at the Novotel London West in Hammersmith.

The UK Outbound Planning Forum is being held in conjunction with “Contact Centre Planning 2009” and gives delegates a chance to hear from organisations key to best practice in the industry, with contributions from OFCOM and the Direct Marketing Association on the Telephone Preferential Service. Coupled to this are interactive workshops, case studies plus the chance to network with outbound industry experts and other outbound professionals.

Simon Wellings of Rostrvm Solutions commented “Whilst our technology components such as predictive diallers and scripting are important factors in outbound call centres, true success demands an understanding of many areas such as forecasting, planning, training and regulatory compliance. We are delighted to support the Professional Planning Forum in addressing the many issues affecting outbound contact”

Full forum details are available at www.planningforum.co.uk/Default.aspx?tabid=476

Come and see us @ Stansted

Thursday, March 5th, 2009

Rostrvm Solutions will be attending the 9th Call Centre & Customer Service Summit will be held on the 16th & 17th March, 2009 @ Stansted. We will be working with customers and prospects to illustrate the operational benefits of the rostrvm cti, call handling, predcitive dialler, management information and scripting systems.

Why not join us there?

Public Sector call centres lagging behind Private Sector

Sunday, March 1st, 2009

Research carried out by Rostrvm Solutions has shown that public sector call centres are not making the most of technology such as Computer Telephone Integration (CTI).

In today’s challenging environment, every organisation needs to be as efficient as possible. Rostrvm Solutions’ research has shown that less than 20% of public sector contact centres take advantage of the technology compared with over 50% in the private sector

Ken Reid of Rostrvm Solutions commented “Public authorities need to look closely at the advantages brought about by CTI. With efficiency being a hot topic in the public sector at present with initiatives such as ‘National Indicator 14: Reducing Avoidable Contact’ and the efficiency agenda, it is essential that public bodies use the best available technology to streamline customer contact, consolidate business processes and deliver services as efficiently as possible. With all the advantages that CTI has to offer, public authorities can begin the move towards better efficiency in their contact centres.”

Rostrvm’s research also highlighted the large number of different software applications used by call centre agents to process calls – the numbers ranged from 1 to 20+. Call centre agents use an average of 4 software applications to process a call. Managing multiple applications is a large drain on resources that can be addressed with CTI technology 

Full survey details are available by clicking here.