Archive for November, 2011

Making the right improvements in the contact centre.

Tuesday, November 29th, 2011

Our latest newsletter looks at making the right improvements in the contact centre.

It doesn’t matter how many ways a contact centre communicates with a customer – telephone, email, social networking sites, SMS, blog … the crucial point is that the medium and the messages should be helping to build better relationships with customers.

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

Proactive support for customers

Tuesday, November 29th, 2011

Technology expert Ben Welsh has joined contact centre software developers, Rostrvm Solutions, as Support Executive on their Help Desk.

Whilst the rostrvm suite of applications requires minimal ongoing support once installed, Rostrvm are always on hand if customers have questions. In addition, the Rostrvm team provide high-level training to ensure customers are confident when using rostrvm, whether it’s for inbound, outbound, desktop optimisation or managing performance.

Regarding the Help Desk, Ben explains, “Naturally, there are times when a query can arise, such as when a customer explores functions on rostrvm that they haven’t been using frequently. The rostrvm suite of applications is highly customisable so each customer’s requirements will be different to the next.”

Rostrvm has a sound reputation for listening and acting on the needs of its clients and is known for being highly ‘customer-focused’.

Ben says, “Our aim is to help our customers quickly and efficiently and to go beyond their expectations in support, whatever their query. We have a very strong team of engineers on-site here – and this is where Rostrvm differs to some – because we will solve every issue, however small:  if it’s bothering our customer, we help.”

The Rostrvm team know their products literally ‘inside and out’, having researched and developed them before tailor-making the software to meet individual customer requirements. This allows them to be proactive as they don’t need to refer to others. The team have a vast amount of knowledge and expertise in contact centre technology so when a customer asks Rostrvm a question, they can rest assured they will receive an answer from someone who knows their stuff.

Ben, who previously worked at Albany Software, adds, “Most, if not all, issues can be resolved over the phone and by remote access to customers’ rostrvm software. It helps that Rostrvm have built up strong, lasting relationships with customers because they trust us and know that we understand their business. This makes it easier to work together to solve issues rapidly.”

Rostrvm recognise that a proactive service on the Help Desk is crucial to ensure productive contact centres, empowered service agents – and happy customers all round.

For further information please contact Ken Reid at Rostrvm Solutions on 01483 744429 (email ken.reid@rostrvm.com)

 

Rostrvm Solutions is proud to be celebrating 25 years of successful business.

 

SECCF – Berkshire & Oxfordshire Networking Event

Tuesday, November 8th, 2011

Rostrvm Solutions will be attending and presenting at the South East Contact Centre Forum’s Berkshire & Oxfordshire Networking Event on 11th November.

The South East Contact Centre Forum was formed to provide a regional Operations user group for Berkshire, Buckinghamshire, Hampshire, Kent, Oxfordshire, Surrey & Sussex, which is home to 700+ Contact/Call & Customer service centres in the South East region.

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.

Rostrvm Solutions at the recent Professional Planning Forum

Rostrvm Solutions at the recent Professional Planning Forum

Rostrvm Solutions at PPF Best Practice Seminar

Tuesday, November 1st, 2011

Rostrvm Solutions, which designs, develops and supports the rostrvm suite of applications that make contact centres and back office operations work effectively, is an exhibitor at the Professional Planning Forum’s (PPF) Best Practice Seminar on 3rd November.

The event, held in Altrincham, Greater Manchester, provides a useful meeting point for the contact centre industry, giving access to hundreds of companies.

There are morning and afternoon workshops – with case studies, research and practical advice – as well as the chance to network with colleagues from other organisations facing similar challenges and to meet leading suppliers.

More details can be found at: http://planningforum.co.uk/Default.aspx?tabid=1468