Archive for October, 2012

Contact Management: Rules of thumb

Tuesday, October 23rd, 2012

Rules of thumbImplementing a call centre from scratch or making changes and additions to an existing contact management operation requires careful thought and planning.

We frequently have conversations with customers along the following lines “I’m thinking about a new facility. Before I undertake the detailed planning I just need a rough idea about….”

Our “Contact Management Rules of Thumb” provide broad-brush answers  to Frequently Asked Questions based on a combination of mathematical analysis and empirical evidence from real-world users.

For example we are often asked “What productivity gain will I get from a predictive dialler?

You can read more here

Rostrvm – News and Events

Thursday, October 18th, 2012

Our latest newsletter is now available including details of our outbound dialler case study with Equity Insurance Partnerships.

If you would like to have rostrvm News delivered to your inbox as soon as it is published please do not hesitate to contact us.

Call centre staff honoured at the North West awards

Monday, October 15th, 2012

Rostrvm_WineThe winners of the 2012 North West Contact Centre Awards have been announced. Over 450 guests representing 37 companies attended the Hollywood-themed gala dinner, held at the Palace Hotel, Manchester on Friday 12th October – with table wine sponsored by Rostrvm Solutions!

Now in their seventh year the awards organised by CallNorthWest, part of the University of Central Lancashire celebrate excellence and best practice in the sector within the North West.  CallNorthWest project manager, Alison Hitchen said This year the judges were impressed by the high standards set by our finalists, passionate, dedicated and inspirational were just some of the words used over and over within the feedback. The gala dinner was a fantastic finale to this year’s programme, congratulations to everyone involved.”

Margaret Bruce, Pro Vice-Chancellor for Engagement at UCLan added,

“We thank all our finalists for sharing their stories and for making the North West a region to be proud of. We look forward to building on the nights successes with an exciting year ahead.

Details of the winners are available here.

 

Customer is king at Call Centre Expo

Thursday, October 11th, 2012

Rostrvm Solutions @ Call Centre Expo with Adtech

This year’s Call Centre & Customer Management Expo at London Olympia focused on the delicate question ‘if the customer is king, how can the contact centre industry afford to foot the royal bill?’

In the brand new Customer Service Excellence Arena at Expo one expert, Mike Harris, founder of first direct, spoke about the need for ‘contact centres to raise the bar by being a symbol for excellent customer service’. He talked about ‘providing the kind of iconic customer service which leaves each and every customer feeling totally taken care of”.

This has come about because, to use another ‘king’ analogy, some businesses still think they can ignore the fact that customer expectations have been raised and are acting rather like King Canute, trying vainly to command the tides. One case in point is where contact centres say they are not yet equipped to deal with significant customer service issues by social media. That’s fine unless you’re in a business sector where social media can be a massive source of information to gain valuable customer insight.

The tide has well and truly turned since multi-media channels arrived and, as Rob Williams, IT Director at the National Ice Centre & Capital FM Arena said in his presentation about creating a multi-channel customer contact centre, ‘customers want different things and they want them now.’

This can be difficult to resource and achieve every time, especially where processes and transactions are lengthy and complex. Business budgets, targets and external influences from the weather to the stock market will also impact how the contact centre is able to respond to customer demands.

Fortunately, Expo showed that there is technology available which will help Contact Centres achieve more without spending a fortune – and even, when it comes to using functions like call blending, ‘do more with less’.

Products such as the rostrvm suite of contact centre and back office applications are robust and flexible enough to enable contact centres – both big and small – to meet their customers’ needs now and as they evolve. rostrvm works whether on premise, hosted or in the cloud and integrates with existing business hardware and software. It enables contact centres to manage inbound and outbound interactions and supports multimedia customer engagement.

For example, to ensure predictive dialler campaigns actually make contact with customers, rather than dialling randomly, rostrvm enables contact centres to obtain intelligence from their inbound communications to find out when customers are usually available. This can gain them a significant increase in outbound operational efficiency, depending on specific campaign circumstances.

Rostrvm applications also route calls to the right person, make complicated IT systems easy to navigate and provide customer information, scripts and management stats. rostrvm Desktop streamlines messy desktops to optimise productivity, whilst BackOffice gives the non-customer-facing areas the same comprehensive operational support as the contact centre.

Contact centres can also improve response times and queues. With products such as rostrvm QueueBack a caller on an inbound queue can hang up but “maintain” their position in the queue, or, with CallBack, instead of the caller being held in queue, he or she is asked to leave details and receives a callback at a later time.

Webinar: Optimising & Managing the Contact Centre Workflow

Tuesday, October 9th, 2012

The effectiveness of your call centre and its supporting processes can be the difference between a successful business and a failure. The rostrvm suite ensures contact is handled as professionally and efficiently as possible.

We are joining the Adtech Contact Centre Series  of Webinars to discuss “Optimising & Managing the Contact Centre Workflow”. This webinar takes place on October 24th. You can learn more about the Contact Centre Series Webinars and register here.

CallNorthWest Annual Contact Centre Awards 2012

Sunday, October 7th, 2012

CallNorthWest’s Annual Contact Centre Awards take place on 12 October, Manchester 2012 – that’s next Friday. We are the table wine sponsor and are looking forward to meeting and greeting old and new friends.