Archive for October, 2011

Knowledge is power and happy customers – Rostrvm partners KPS

Tuesday, October 25th, 2011

To retain customers and be competitive, contact centres need to overcome obstacles to providing excellent standards of customer service. This has to be high on the agenda for any business, particularly now, as unhappy customers have so many channels on which to air their complaints about a company – and competitors to turn to.

The challenge in the current harsh economic environment is to improve customer service while at the same time delivering efficiency savings and reducing costs. Empowering call handling agents with the relevant information needed to respond quickly and accurately to customer problems is essential. This then avoids the all-too-often painful scenario where the agent does not have the information required to help – resulting in wasted time, call escalations, call backs and ultimately frustrated and unhappy customers.

Rostrvm Solutions, which designs, develops and supports the rostrvm suite of applications that make contact centres and back office operations work effectively, has teamed up with Knowledge Powered Solutions Ltd (KPS) to provide an answer to this problem.

Read the full story here.

Planning guide for predictive dialler

Monday, October 24th, 2011

The latest edition of Rostrvm Solutions’ planning guide for outbound call centre campaigns has been published. This third edition has been updated following the issue of revised guidelines on the use of automated dialling from Ofcom and subsequent regulatory activity.

Predictive dialer

Planning Guide

We believe this guide is necessary primarily because it is still not widely understood that the dynamics of an outbound call centre are fundamentally different from an inbound operation.  So to maximise your chances of success, the planning, implementation and execution need to take these very different dynamics into account.  This point really is worth driving home:  fail to understand these different dynamics – and however much planning you do – you will plan to fail.

The myriad of regulation that surrounds predictive dialer technology and  outbound campaigns also present a potential minefield; but remember the legislation is there to protect consumers and so it is in your interests to comply with it!

The updated guide and other call centre planning tools are available to logged in users from the Rostrvm Solutions web site http://www.rostrvm.com/call_centre_planning.php#outbound

IISAS and Rostrvm Solutions – Delivering intelligent contact solutions

Thursday, October 13th, 2011

Rostrvm Solutions Ltd and IISAS Ltd have announced a new partnership combining IISAS’ specialist technical services with the rostrvm suite of applications. Together they deliver end-to-end customer contact solutions that make call centres, contact centres and back office operations work efficiently and effectively.

Glen Foxon - IISAS

Glen Foxon - IISAS

“As a completely independent solution provider we partner with the very best manufacturers in the industry, so our customers can be sure of getting the very best solutions available on the market” commented Glen Foxon, Director of Strategy at IISAS. “We researched the available technologies and selected rostrvm to provide the ‘glue’ that brings multiple call handling components together to deliver comprehensive, consistent contact management”.

Simon Wellings - Rostrvm Solutions

Simon Wellings - Rostrvm Solutions

Simon Wellings, Rostrvm Solutions Managing Director added “IISAS services perfectly complement Rostrvm Solutions’ technology independence. IISAS recognise that contact centres are not just about technology – their experience in the unique dynamics of every contact centre adds significant value to our combined product and service.”

Congratulations to CallNorthWest

Wednesday, October 12th, 2011

Congratulations to all the winners at the CallNorthWest awards dinner. The event –  supported by Rostrvm Solutions – was  an enjoyable evening and a great success.

 

Celebrating 25 years of rostrvm

Monday, October 10th, 2011

The latest edition of rostrvm News celebrates our 25 years of innovation and support  in the call centre and  contact centre industry.

You can view the newsletter online. If you want to receive your copy as soon as it is published then please contact us.

Rostrvm at the Midlands Contact Centre Forum

Wednesday, October 5th, 2011

Rostrvm Solutions, which develops and supports software applications for the contact centre and back office process management and reporting, sponsors the Midlands Contact Centre Forum (MCCF) and is speaking at its Regional Forum on Tuesday 18th October hosted by Autonet Insurance Group.

Midlands Contact Centre ForumThe Midlands Contact Centre Forum (MCCF) provides a user group for contact centre professionals across both the East and West Midlands. It shares knowledge and best practice with its members and encourages Public Sector investment.

 Autonet Insurance Group handles over 600,000 calls a year and was declared winner of the “Insurance Times Personal Lines Broker of the Year 2010”. This outstanding achievement is one of the most coveted awards in the insurance industry.

Rostrvm Solutions’ presentation at the Forum will focus on the changing work mix in the call centre and the new agent and management skills that will be needed.