Archive for September, 2010

Telefocus outsourced call centre case study

Saturday, September 25th, 2010

Telefocus, part of the Hertfordshire Ltd Group of companies, delivers call centre services to clients in sectors including consumer credit, financial services and the mail order market.

Telefocus reviewed its contact management technology in the context of continued business growth and recognising the need for technology that is cost-effective and flexible enough to support organic development and delivering new client services.

The Telefocus implementation combines multiple rostrvm modules. Read the full case study here.

Achieving more; spending less

Friday, September 24th, 2010

Recession. Tight budgets. Efficiency savings. These words ring in the ears of every call centre manager constantly and they are under even more pressure to optimise resources with the Government’s Spending Review being announced next month.

Many voiced their concerns about this at the Call Centre Expo, held at the NEC Exhibition centre, Birmingham, this week. Some ideas and answers were given at a presentation delivered by call centre software developer Rostrvm Solutions, entitled ‘Doing more with the same or doing the same for less’.

Ken Reid, of Rostrvm, said: “Rostrvm Solutions was invited by The South East Contact Centre Forum to give some free presentations, which included case studies from our actual customers outlining key business milestones and achievements. Rostrvm illustrated how it could help contact centres overcome the challenges created by tight budgets and the need to make efficiency savings, both in the front and back offices. Some of the topics we were most asked about were: managing queues & reducing abandoned calls; call blending to cut costs; the role of hosted software applications, and how multimedia could be introduced to maximum effect.”

For further information please contact Ken Reid at Rostrvm Solutions on 0800 6122 192 or via our contact us page.

Work force forecasting and scheduling WFM

Wednesday, September 22nd, 2010

Call centre managers are finding that they can reduce operating costs, maximise resources and improve customer service levels by using automated forecasting and scheduling software.

A new partnership has made forecasting and scheduling software even more valuable. Rostrvm Solutions, which designs, develops and supports software applications for the call centre and back office process management and reporting, has teamed up with Open Wave, a leading provider of workforce management solutions, specialising in forecasting and staff scheduling. Information will be passed between the two systems to support better staff planning in inbound, outbound and blended call centres

Doing more with the same …

Sunday, September 19th, 2010

…or doing the same with less.  All contact centres are under pressure to optimise resources. Rostrvm Solutions is working with the South East Contact Centre Forum and we will be illustrating how we can help you at Call Centre Expo. To learn more visit us at lunchtime on the 21st or 22nd September at The Gallery, Hospitality Suite 18, NEC Birmingham.

Predictive dialler fine increase

Wednesday, September 15th, 2010

The UK parliament approved the increase of the fine for excessive abandoned calls made by call centres. As expected the fine is increased from £50,000 to £2 million.

Our friends at callcentrehelper.com have excellent coverage at this story available at http://www.callcentrehelper.com/parliament-fine-silent-calls-12719.htm