Archive for September, 2009

Don’t abandon your customers!

Friday, September 25th, 2009

Despite the many tomes and blogs picking over whether or not all abandoned calls should be included within statistics, the fact remains that every abandoned call is a missed opportunity to satisfy a customer and potentially generate new revenue, whether directly or indirectly. You don’t want your customer to go to another company because they are fed up with waiting for you to answer their call.

You don’t want your company to have a reputation for bad service either – as we all know, busy people don’t have the time to wait and will be especially indignant if they are paying for the call. A customer who has had a satisfying telephone call with a company and feels welcomed and listened to is more likely to remain loyal when bombarded with your competitor’s marketing. In addition, some calls might turn out to be a great opportunity to cross–sell and upsell other services and products.

So abandoned call rate is an important KPI to measure. Rostrvm has an Abandoned Call Calculator to help you do this. The results may help when deciding a strategy for tackling possible under-staffing issues or flaws in IVR scripting amongst other things.

QueueBack & CallBack

To address the problem of peaks and troughs in demand in the call centre, rostrvm QueueBack and CallBack help manage call centre queues.

QueueBack allows a caller on an inbound queue to hang up but keep their position in the queue. Once they have got to the top of the queue, rostrvm automatically generates a return call and passes this through to an available agent. QueueBack can also prompt the caller to provide contact details – for example, a help-desk incident number – which can then be given to the call centre agent before the call back is made.

Alternatively, at times when call traffic peak is so high that even QueueBack support will not balance caller demand and staff availability, rostrvm CallBack allows the caller to leave details. The software then schedules a call back at a later time, typically during a dip in call centre demand. In summary, QueueBack smooths fluctuations in call demand and CallBack removes peaks in demand.

To learn more 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 just want to get an idea of how we can help we have a calculator to estimate how much abandoned calls are costing you. To access Rostrvm Solutions’ abandoned calls calculator please click here.

Supporting call centre best practice

Wednesday, September 16th, 2009

Rostrvm Solutions is supporting the forthcoming (30th September) Best Practice Seminars run by the Professional Planning Forum. The seminars cover 3 key elements of contact centre planning – Outbound, Back Office and Customer Journey planning. This event give delegates a chance to hear from organisations key to best practice in the industry, participate in interactive workshops, learn about real life case studies plus the chance to network with other call centre professionals. For more seminar details please visit the Professional Planning Forum web site – http://www.planningforum.co.uk/activities/seminars/30-sep-2009-london-heathrow.aspx

Call Centre Consultant Support

Tuesday, September 1st, 2009

Rostrvm Solutions provides free, direct support to consultants working in the contact centre space. Call centres are central to many organisations’ customer communication strategies. Call centre users increasingly turn to consultants for advice on deploying technologies and services to enhance the customer experience and optimise cost.

But call centres are becoming increasingly complex; it can be difficult for consultants to be sure they have sufficient in-depth information to give their clients best advice. In addition to the call centre capacity planning tools for predictive diallers, ACDs and contact blending we freely offer the benefit of our advice to business consultants.

Wait a minute ! Don’t you have your own consulting service?

We do have our own business consulting service, but our main business is designing developing and supporting call centre software. As a privately held company we maintain a strong culture of independence which is increasingly rare in our market sector We see our independence as a major benefit to our customers and partners – it guarantees the openness of our technology and the objectiveness of our approach and advice.

Our Consultant Support service benefits consultants by delivering easy access to specific guidance from our experienced advisors. We benefit by gaining early insight to the practical issues facing call centre users.

Call us… you have nothing to lose

Getting our advice is easy. Just contact us and we will appoint one of our experienced consultants to work directly with you. Give us a call … you have nothing to lose and lots to gain.