Archive for January, 2011

Time saved is money earned

Monday, January 31st, 2011

Affinion International, part of the Affinion Group, has opened an in-house outbound contact centre and expanded its outbound contact on behalf of its customers beyond expectations – and within a very short timescale – after installing software from UK-based Rostrvm Solutions.

Affinion International, which provides marketing solutions for some of the world’s largest financial institutions, insurance companies, utility suppliers and others, utilises a range of Rostrvm products to ensure its clients’ brands and benefits are marketed effectively. Martin Teasdale, Contact Centre Sales Manager at Affinion International, was tasked with the project and says, “The challenge was to get the in-house outbound facility and the team up and running in an extremely tight timescale of a matter of months.

“The fact that there was no in-house outbound team in January 2010 (it was all outsourced) and yet, by early April, it was fully functioning with exceptional results is testament to the sheer hard work and support given by Rostrvm as they work alongside us. Affinion International originally had 12 agents and, due to the project’s success, there are now 87 agents which is, in fact, the single largest outbound facility in the whole of the company. We have got a great team in-house and, allied to that, contact centre equipment which is taking us forward – our customers have asked us to roll out more campaigns now, with more lined up.”

Contact centre software at Affinion International includes rostrvm Outbound dialler; rostrvm CallGuide on the desktop, with full scripting tools to support agents through different types of calls; plasma wallboards to display team performance figures/other useful information; information/analysis tools for managers and Rostrvm’s voice recorder facility.

For further information please get in touch via our contact us page.

New predictive dialler rules – a reminder

Saturday, January 29th, 2011

The deadline for implementing Ofcom’s guidelines on the use of Answer Machine Detect with Automated Calling Systems (ACS) including predictive dialling systems is fast approaching. By February 1st you need to decide what you are going to do and act upon it.

The simplest method of ensuring that you are compliant with the current statement on ‘Tackling Abandoned and Silent Calls’  is to turn Answer Machine Detect off, but Rostrvm Solutions recognises that this may not be an immediately- appealing option, especially for call centre agents.

To learn why we think that turning AMD off in your contact centre may not be as bad as you think – and actually is more likely to deliver performance and service improvements for both the call centre and the consumer – read our paper available at http://www.rostrvm.com/whitepapers.php

Canterbury City Council – Contact Centre Case Study

Sunday, January 23rd, 2011

A new case study describing how Canterbuty City Council uses the rostrvm call centre software suite is available to download.

Canterbury City Council is using home-working to great effect since installing a VoIP-enabled system with Rostrvm Solutions and has improved its overall productivity.

The home workers case study can be found at http://www.rostrvm.com/case_study_canterbury_city_council.php

Brookson and Rostrvm enhance the sales experience

Tuesday, January 4th, 2011

Contact centres are facing increasing pressure to provide excellent customer service but keep the length of calls viable at the same time. Contractor accountant (www.brookson.co.uk) Brookson has achieved this by implementing scripting tools from Rostrvm Solutions on the agent’s desktop, to support them with individual calls. Furthermore, Brookson has greater flexibility in the way it pays for services such as this.

Brookson, a leading provider of accountancy, tax advice and support services to freelance contractors and self-employed professionals, is utilising advanced contact centre technology from Rostrvm Solutions to communicate with potential customers. It combines Brookson’s interactive web site, electronic marketing and the telephone with automated outbound calling and inbound call handling in its sales contact centre in Warrington.

The rostrvm technology has been implemented after the success of a ‘proof-of-concept’ trial using Opal Telecom’s hosted call centre service. Brookson has a tailor-made system which integrates with its CRM and includes screen popping and blended calling of inbound/outbound contact.

In addition, Brookson purchased the software on a subscription ‘pay as you go’ basis, which allows it to pay purely for what its uses but with the advantage that, at the end of an agreed period of time, it owns the licences.

Andy Sloan, Head of New Business at Brookson, says, “Installing Rostrvm’s software has improved productivity because dialling out/receiving calls is all automatic whereas, before, it had to be done manually. It has given us more control because outbound dialling is managed centrally rather than individually now and activities can be monitored more effectively. The whole experience has improved because our agents can immediately access customer details, to speak knowledgeably about their particular case. Not only that but Brookson can combine live chat on the web with the contact centre so we are able to interact with a prospective customer who is browsing on the internet and transfer that onto a Rostrvm record and phone them back straight away.”

For further information please get in touch via our contact us page.