Archive for April, 2011

Customer Satisfaction: To Fix It, Measure It!

Thursday, April 28th, 2011

Whilst carrying out our recent customer satisfaction survey, we have been helping our customers to improve the levels of their own clients’ happiness. Feedback shows that many of our customers are reaping the benefits of being able to measure criteria such as: staff activity levels, accuracy of transactional processing and work volumes. This information has allowed managers to optimise performance in their contact centres and in turn, improve their customer satisfaction levels. To get the full story, click here

Government Spending Review

Tuesday, April 26th, 2011

Whether you operate in the public or private sector, you will have been affected by one of the most talked about financial news of last year: the Government Spending Review.  Many organisations tasked with delivering services with reduced budgets predict huge cutbacks. But reduced budgets do not necessarily equal reduced services. Exploring innovative ways of acquiring the technology you need and eliminating hidden costs are just some of the ways you can make the budget you have, work even harder for you. For more ideas, click here

April newsletter available

Wednesday, April 20th, 2011

The latest edition of rostrvm News has been published.  This month’s edition looks at the impact of spending reviews on the contact centre. If you didn’t receive a copy then it is available on line. If you would like to ensure that you receive future copies as soon as they are published please contact us.

Telefocus – finalists at Contact Centre Innovations Awards

Wednesday, April 13th, 2011

Telefocus Limited, an outsourced call centre provider of high performance inbound and outbound campaigns, was a finalist at The Contact Centre Innovation Awards 2011. Telefocus utilises the rostrvm CallDirector ACD inbound call handling software and outbound dialler service from Rostrvm Solutions.

The Contact Centre Innovation Awards were held at the Hilton Metropole in Birmingham’s NEC, as part of the Customer Conference Planning 2011 conference, organised by the Professional Planning Forum.

Telefocus tailors its services to provide cost-effective marketing solutions. In the last two years alone, it has achieved over 1,000,000 sales of client products and services.

The Contact Centre Innovation Awards are a showcase for organisations that are leading the way in making their contact centre operations great places to work and to contact. This includes innovations that put the customer at the heart of call handling and back office operations.

During the Telefocus presentation at the Professional Planning Forum conference the benefits of using rostrvm software were highlighted including being able to use blending between inbound and outbound campaigns, quality improvements, more fulfilled staff, reduced inbound abandon rates, smaller average customer queue times, less system training time required and 50% more calls handled using the same resource as before.

Ken Reid of Rostrvm Solutions commented, “We are delighted that Telefocus was a finalist for this prestigious award and congratulate them on their achievements. Innovation often triumphs through being flexible and we are pleased that the Rostrvm software, together with Rostrvm’s pay-for-use service, has helped Telefocus achieve its goals and more.”

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

Customer Contact Planning Forum 2011

Sunday, April 3rd, 2011

Organised by the Professional Planning Forum, Rostrvm Solutions will be attending this essential event in the call centre calendar for MI teams, resource planners, operation managers, IT and call centre professionals. It takes place at the Hilton Metropole, Birmingham on 11th April – 12th April and is an ideal opportunity to network and exchange ideas on best practice and call centre planning. There will be lots of specialist forums,  but don’t  miss the Outbound Forum where Ken Reid will be  supporting other experts in panel discussions and other activities.

Please feel free to come and have a chat with the Rostrvm Solutions team in the exhibition area.

Call Centre & Customer Service Summit

Friday, April 1st, 2011

Once again Rostrvm Solutions will be attending the Call Centre & Customer Service Summit to be held on the 4th and  5th April @ Whittlebury Hall in the heart of rural Northamptonshire. 

We will be working with customers and prospects to illustrate the operational benefits of the rostrvm cti, call handling, predictive dialler, management information, scripting  and back office support systems.

We hope to see you there.