Archive for March, 2010

Answer Machine Detect to be reviewed by Ofcom

Wednesday, March 24th, 2010

In its response to the proposal to increase penalties for the persistent misuse of an electronic communications network the government also announced that Ofcom is intending to open a consultation on its persistent misuse policy that will examine Answer Machine Detect (AMD) usage in more detail.

Consultation takes a while but if you would like help in considering what this might mean for you please contact us.

Two million pound fines a step nearer

Wednesday, March 24th, 2010

The UK government has published its response to the recent consultation that considered raising the maximum penalty for the persistent misuse of an electronic communications network or service mainly to tackle the problem of silent and abandoned calls to consumers. This issue typically relates to misuse of predictive dialler technology

As expected, the government’s response is to confirm that the maximum fine will be increased to £2 million pounds.

The next step will be to amend the maximum penalty in the Communications Act 2003 by statutory instrument.

To learn more about how the rostrvm predictive dialler supports you in maintaining compliance (and avoids the risk of a huge fine and bad publicity) please contact us.

You can read the full government response here.

Doing more with the same…

Wednesday, March 17th, 2010

… or doing the same with less.

Call centres are under pressure. Rostrvm Solutions will be presenting practical ideas on how to remove waste, increase control and enhance customer contact productivity at the South East Contact Centre Forum events later this month.

To learn more visit the Contact Centre Forum’s web site

Call centre & customer services summit

Friday, March 5th, 2010

We are attending the call centre & customer services summit being held at Stansted on March 15th & 16th. If you would like to learn about how rostrvm can help you to meet your call centre & back office targets why not meet us there?

Demands for change in the contact centre

Wednesday, March 3rd, 2010

The contact centre is being bombarded by demands for change from every angle. Drastic changes in the economy have caused everyone to rethink their buying and spending; customers are expecting service faster, better and through a diverse range of media; new regulations continue to be rolled out, affecting how operations are run; and internet technology continues to have a huge impact.

Process scriptingHow to manage change is perhaps the biggest challenge this year for the contact centre and for getting it right for the customer. Customers can make contact for a whole host of reasons and interactions are less routine, more challenging and time-consuming – involving emails, texts and so on. Maintaining good relationships requires that agents have instant access to all the available customer information, no matter where that data is held; clients have had their fill of being passed around or having to wait whilst information is found.

All this needs to be successfully managed but with an eye on cost and on the need for simplicity – if an existing system is working fairly well but needs new functions, no one necessarily wants to throw it out and start again. And no one wants a complex system as that just causes a whole new set of problems! The latest version of rostrvm introduces a new paradigm – Contact Point Management.

Ken Reid of Rostrvm explains, “Contact Point Management reduces transaction time significantly and saves money. For example, when a customer calls it can tell you what happened in a previous call and when you last called them; it updates client profiles to all data storage places, and there is no limit to the information that can be linked to customer contact campaigns. All information is presented in a single rostrvm CallGuide user interface, making your agents more efficient and dramatically reducing training time.”

To learn more about the specific benefits that Contact Point Management can bring to your contact centre and back office please call Rostrvm Solutions on 0800 6122 192 or visit www.rostrvm.com