Archive for April, 2009

Call centre blending for operational efficiency

Thursday, April 23rd, 2009

Contact blending in the call centre increases operational effectiveness allowing call centre agents to handle more contacts in any given period. But what do we mean by ‘blending’?

Call centre blending commonly means combining inbound and outbound telephone call activity – typically using ‘spare’ staff capacity to make outbound calls during periods of low inbound call demand. However blending is not just about combining inbound and outbound telephone calls – blending can also be used for combining telephone calls and other contact demands such as emails.

The rostrvm call centre application suite gives your agents the support they need to deliver top-quality service and provides the management tools to optimise efficiency.

How effective would blending emails and text messages be in YOUR call centre?

There are 2 ways to find out:

Simply contact us and tell us about your operation. We can arrange for one of our consultants to visit you and assess the potential benefits – don’t worry, it doesn’t cost anything other than your time.

Alternatively, if you want a quick self-assessment then our new email blending calculator is available in the resources section of our web site. Just click here to access the planning tools.

Rostrvm Solutions presenting at the first-ever UK Outbound Forum

Wednesday, April 22nd, 2009

Rostrvm Solutions will be hosting “Blending outbound and inbound for operational efficiency” workshop at the UK Outbound Forum – a ‘special interest’ event within the Professional Planning Forum’s conference. The event will also be an opportunity for dialler users from all over the UK to get together, share experiences and meet Ofcom, TPS and the DMA face-to-face .

To learn more click here

Avoidable contact and local government call centres

Thursday, April 16th, 2009

An opinion piece by Rostrvm Solutions covering NI 14 and avoidable contact in local government call centres has been published by the Association for Public Service Excellence in its ‘Direct News’ magazine. A soft copy of the article is available here.