Archive for January, 2010

Are your IT systems making life difficult for your call centre teams?

Friday, January 29th, 2010

Just over a year ago we conducted research into the number of desktop applications that an agent has to navigate to complete a call.

Our 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. The  detailed survey results are available here.

How have things changed? Can you spare a few minutes to help us to find out?

The anecdotal evidence is that complex IT continues to be a challenge for the agents. It would help us to help you if you could spare a few minutes to complete our on-line survey. If you can help please click here.

New voice in the support centre

Wednesday, January 20th, 2010
Oliver Herst
Oliver Herst

Strong business growth means that we’ve extended our support team. We have been joined by Oliver Herst:

“I joined Rostrvm Solutions this month from Touchpaper where I worked in the IT Support team.  Prior to Touchpaper I graduated from the University of Surrey with a Computing and IT degree.  I’m looking forward  to applying my customer service skills to assist Rostrvm in continuing to provide support of the highest standard, and look forward to building strong relationships with our users over the coming weeks and months.”

rostrvm & ContactCenterWorld

Thursday, January 14th, 2010

At the turn of the year ContactCenterWorld, the on-line resource for call centre professionals, asked for our views of 2009 and projections for 2010. Our opinion appeared in a number of articles that you can read

here &

here &

here &

here &

here.

Service as usual despite renewed travel problems

Wednesday, January 13th, 2010

A fresh covering of snow has brought  further  travel problems to the region around our headquarters in Surrey. But the fact that our call centre technology is inherently location-independent means that it is business-as-usual with some of our service & support team working from home (or working from their cars whilst stuck in traffic!)

For assistance  just call the usual number –  01483 744600  (+44 1483 744600 from outside the UK).

For non-urgent matters, you may also contact the rostrvm support service by email. Our support email address is support@rostrvm.com

For general and administrative contact points please click here

South East Contact Centre Forum Presentations

Saturday, January 9th, 2010

South East Contact Centre Forum

The presentations and discussion notes from the recent South East Contact Centre Forum are available to download in PDF format by clicking here.

VoIP is the platform for new contact applications

Thursday, January 7th, 2010

With the ultimate vision of Unified Communications in mind and seamless use of multiple channels, it is no surprise that every single system that Rostrvm has installed for contact centres in 2009 has included Voice over IP. Advances in technology have meant that VoIP now offers an infrastructure that enables many businesses – and not just the largest – to save on equipment, software, network maintenance and administration, management and operational costs.

Looking ahead, companies such as Rostrvm continue to roll out the technology to extend still further the possibilities for call centres. For example, the rostrvm ScreenPhone – a SIP softphone that converts a multimedia PC and headset into a full-function telephone, supports call centre activities such as ACD call queuing and interfaces to a predictive dialler system, rostrvm OutBound.