Archive for the ‘abandoned calls’ Category

Flooded with calls? How to help customers and be cost-effective

Monday, November 26th, 2012

If your contact centre is being flooded by phone calls and messages and you’re short of resources, make sure you’re making the most of your available agents with innovative use of call centre technology. Try these solutions from software developer Rostrvm:

Blending tasks in the contact centre ensures greater output is gained from the same number of staff because agents can be switched to tasks according to demand. Managers can fine-tune the balance between real-time resource availability and demand across multiple media and numerous tasks. Staff can be switched rapidly, which means they can help deal with events like extra calls during bad weather.

Blending doesn’t have to be just about combining inbound and outbound telephone calls – it can also be used for combining calls with emails, web chat, Facebook and Twitter for example.

QueueBack and CallBack will help you to manage your call centre queues and meet your customer expectations, so they don’t get frustrated.

  • QueueBack allows a caller on an inbound queue to hang up but “maintain” their position in the queue, so they can get on with other tasks whilst waiting to be answered.
  • CallBack asks callers      to leave their details, so that they can receive a call back at a later      time, rather than be held in a tiresome queue.

Many contact centres can reap the benefits of effective technology like this, as it helps keep customers happy and doesn’t cost a fortune to implement. Local authorities, insurance companies and utility firms  – who are struggling to use limited budgets and resources to protect essential services and help people through hard times – are all using these types of solutions successfully.

MPs call for more action on silent calls

Thursday, February 10th, 2011

After just one week of the revised Ofcom guidelines on predictive dialler  and answer machine detect operation Members of Parliament (the Public Accounts Committee) are calling for Ofcom to “do more” to tackle Silent Calls.

If you need help advice on configuring and running your dialling campaigns then contact Rostrvm Solutions.

You can read more about silent calls, Ofcom and the Public Accounts Committee in the Press Association‘s release.

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

Increased customer satisfaction, optimised agent productivity & reduced cost

Saturday, June 26th, 2010

It sounds like the top 3 agenda items in a call centre strategy meeting – “we need to increase customer satisfaction, optimise agent productivity & reduce cost”.

 rostrvm QueueBack  and CallBack achieves all three objectives in one integrated system. Using VoIP technology rostrvm QueueBack and CallBack enhance customer perception, giving any call centre the facility to smooth out peaks and troughs in workload and tangibly reduce telecommunications costs.

New rules for predictive diallers and Answer Machine Detect

Tuesday, June 1st, 2010

Ofcom has issued a new consultation covering the use of predictive diallers and automatic answer machine detection technology.

“Ofcom is proposing a new rule to prevent a company calling an answer phone more than once in any 24 hour period, unless a call centre agent is on hand to answer the call.  This would mean that consumers currently worst affected would no longer receive repeat silent calls over the course of a day. ”

The full consultation can be found at http://stakeholders.ofcom.org.uk/consultations/silent-calls/

Rostrvm Solutions is reviewing the Ofcom documents and we will publish our opinion in the next few days.

Don’t abandon your customers!

Friday, September 25th, 2009

Despite the many tomes and blogs picking over whether or not all abandoned calls should be included within statistics, the fact remains that every abandoned call is a missed opportunity to satisfy a customer and potentially generate new revenue, whether directly or indirectly. You don’t want your customer to go to another company because they are fed up with waiting for you to answer their call.

You don’t want your company to have a reputation for bad service either – as we all know, busy people don’t have the time to wait and will be especially indignant if they are paying for the call. A customer who has had a satisfying telephone call with a company and feels welcomed and listened to is more likely to remain loyal when bombarded with your competitor’s marketing. In addition, some calls might turn out to be a great opportunity to cross–sell and upsell other services and products.

So abandoned call rate is an important KPI to measure. Rostrvm has an Abandoned Call Calculator to help you do this. The results may help when deciding a strategy for tackling possible under-staffing issues or flaws in IVR scripting amongst other things.

QueueBack & CallBack

To address the problem of peaks and troughs in demand in the call centre, rostrvm QueueBack and CallBack help manage call centre queues.

QueueBack allows a caller on an inbound queue to hang up but keep their position in the queue. Once they have got to the top of the queue, rostrvm automatically generates a return call and passes this through to an available agent. QueueBack can also prompt the caller to provide contact details – for example, a help-desk incident number – which can then be given to the call centre agent before the call back is made.

Alternatively, at times when call traffic peak is so high that even QueueBack support will not balance caller demand and staff availability, rostrvm CallBack allows the caller to leave details. The software then schedules a call back at a later time, typically during a dip in call centre demand. In summary, QueueBack smooths fluctuations in call demand and CallBack removes peaks in demand.

To learn more simply contact us and tell us about your operation. We can arrange for one of our consultants to visit you and assess the potential benefits – don’t worry, it doesn’t cost anything other than your time.

Alternatively, if you just want to get an idea of how we can help we have a calculator to estimate how much abandoned calls are costing you. To access Rostrvm Solutions’ abandoned calls calculator please click here.