Archive for August, 2010

North West Contact Centre Awards 2010

Tuesday, August 24th, 2010

The North West Contact Centre Awards programme is in its 5th year and was set up to recognise and reward the contributions made by individuals and organisations as they continually strive to achieve ‘excellence’. The awards are now firmly established as the benchmark for ‘excellence’ throughout the North West Contact Centre Sector.

Rostrvm Solutions is sponsoring the ‘Best Contact Centre Improvement Strategy’ award to be presented on October 14th.

To learn more visit http://www.callnorthwest.org.uk/

Answer Machine Detect – what the industry thinks

Monday, August 9th, 2010

The recent Ofcom consultation on silent calls, abandoned calls, answer machine detect and the predictive dialler closed a few days ago. You have been able to read what we think for a while at http://www.rostrvm.com/in_our_opinion_AMD.php .

But what did the industry think? Opinions from individuals, call centres, technology providers and other key influencers are available to read at

http://stakeholders.ofcom.org.uk/consultations/silent-calls/?showResponses=true

Contact centre survey highlights opportunities for savings

Sunday, August 1st, 2010

In a survey carried out by call centre software provider Rostrvm Solutions, over 70% of contact centres relied on back office teams to complete customer transactions, yet nearly half were not measuring operational performance in the back office. Another key finding was that whilst the use of Computer Telephony Integration (CTI) is increasing, over half of respondents still did not use CTI in their call operations, despite the benefits it offers such as intelligent call routing and improved call handling.

Another area where cost savings can be made is by improving call handling through use of Computer Telephony Integration.

Two out of three call centres surveyed by Rostrvm still use three or more applications at the agent desktop to process transactions. Desktop optimisation technology offers many advantages in call handling and back office environments; it integrates many of the applications which teams typically use to process a transaction providing a single interface, removing repetitive data handling, reducing errors and supporting business processes. By adopting this technology, organisations can reduce avoidable contact, workload and ultimately costs.

Full survey details are available here