Archive for October, 2010

Planning and Forecasting for Public Sector Contact Centres

Wednesday, October 20th, 2010

The Public Sector will be required to transform services to reduce costs by providing a better, faster, cheaper delivery of services. Rostrvm Solutions is sponsoring the Planning and Forecasting for Public Sector Contact Centres workshop is aimed at developing ideas and strategy for implementing effective forecasting and planning to assist you with your change programme.

The workshop is being held on 21st October 2010 and is  hosted by Canterbury City Council at the Westgate Hall, Canterbury. The Professional Planning Forum are co-facilitating this event with support from the South East Contact Centre Forum, Public Sector Forums and Qmax

The winners are Cable and Wireless Worldwide

Friday, October 15th, 2010

The Award for ‘Best Contact Centre Improvement Strategy’  at the 5th Annual North West Contact Centre Awards Ceremony was won by Cable  and Wireless Worldwide.

The award was sponsored by Rostrvm Solutions and presented by Peter Brown, Rostrvm’s Sales Director

Rostrvm Solutions sponsors Best Contact Centre Improvement Strategy

Wednesday, October 13th, 2010

Britain’s struggling economy has meant that contact centres are having to compete even harder for business. They are expected to provide ever-higher standards of customer service whilst simultaneously cutting costs and maximizing every single resource. It is, quite literally, a tough call.

In recognition of this fact, a new category has been introduced by the North West Contact Centre Awards this year – ‘Best Contact Centre Improvement Strategy’. The award is being sponsored by Rostrvm Solutions, which designs, develops and supports software applications for the call centre and back office process management and reporting.

Ken Reid of Rostrvm Solutions, who has been in the contact centre business for many years and is one of the judges of the award, said: “The winners of this category should be applauded as it is vital to have a well-considered and clear contact centre improvement strategy in order to achieve your goals efficiently. Considering such a strategy makes you identify priorities and plan for them more effectively. The improvement strategy has to be realistic in terms of the finances involved of course – and user friendly so that it can be rolled out across the organization and ‘owned’ by everyone it affects.”

The Award for ‘Best Contact Centre Improvement Strategy’ will go to the organisation whose strategy over the last few years has been an enabling tool for those involved in driving forward improvements. The Strategy will have a clear vision based upon the brand, culture, aims and objectives of the organisation and will have had a proven positive impact on both customers and the contact centre.

When is the right time to call?

Monday, October 11th, 2010

As many predictive dialler users turn off Answer Machine Detection  “right time to call” facilities look like becoming the next big thing. Rostrvm Solutions is hosting a workshop at the Professional Planning Forum’s National Outbound seminar on Thursday to be held near Manchester Airport. More details are available at http://www.planningforum.co.uk/Default.aspx?tabid=826

We will be @ Stansted. Will you?

Saturday, October 9th, 2010

Rostrvm Solutions will be attending the Call Centre & Customer Service Summit to be held on the 11th & 12th October @ Stansted. We will be working with customers and prospects to illustrate the operational benefits of the rostrvm cti, call handling, predictive dialler, management information and scripting systems.

We hope to see you there.

The latest Ofcom rules and guidance on Answer Machine Detect

Sunday, October 3rd, 2010

Last week Ofcom announced the latest rules and guidance surrounding the use of automated calling systems – predictive diallers. The new rules come into force in February 2011 and are primarily focussed upon the use of automated Answer Machine Detection.

In our view the revised rules sound the death knell for Answer Machine Detect. No, Ofcom has not banned the technology but for the vast majority of campaigns continuing to use it would be madness. To find out why we think this log in and read our opinion at http://www.rostrvm.com/in_our_opinion_AMD.php