Archive for June, 2010

Increased customer satisfaction, optimised agent productivity & reduced cost

Saturday, June 26th, 2010

It sounds like the top 3 agenda items in a call centre strategy meeting – “we need to increase customer satisfaction, optimise agent productivity & reduce cost”.

 rostrvm QueueBack  and CallBack achieves all three objectives in one integrated system. Using VoIP technology rostrvm QueueBack and CallBack enhance customer perception, giving any call centre the facility to smooth out peaks and troughs in workload and tangibly reduce telecommunications costs.

New rules for predictive diallers and Answer Machine Detect

Tuesday, June 1st, 2010

Ofcom has issued a new consultation covering the use of predictive diallers and automatic answer machine detection technology.

“Ofcom is proposing a new rule to prevent a company calling an answer phone more than once in any 24 hour period, unless a call centre agent is on hand to answer the call.  This would mean that consumers currently worst affected would no longer receive repeat silent calls over the course of a day. ”

The full consultation can be found at http://stakeholders.ofcom.org.uk/consultations/silent-calls/

Rostrvm Solutions is reviewing the Ofcom documents and we will publish our opinion in the next few days.