A new calculator has been added to the suite of free planning tools for call centres and ‘back office’ tasks available to registered users on the rostrvm web site.
The rostrvm Back Office calculator provides you with an indicative forecast of the number of staff required to manage a task workload such as preparing contact documentation or processing insurance claims or any other off-phone tasks.
This new facility is available here.
Is your organisation meeting customer expectations? Are there disparate technologies and processes in your organisation making it difficult to consistently measure tasks life cycles’? Is the lack of management information limiting opportunities to enhance performance?
Introducing the rostrvm Task Management Suite:
The rostrvm Task Management Suite is an innovative set of software applications that optimise your business operations. rostrvm integrates with your CRM systems, desktop applications and other supporting technologies to provide total visibility of the processes within your organisation, making it easier to fulfil your obligations to your customers.
rostrvm provides the management information to know what you are doing, how you have done and the data to plan for the future. For more information, please contact us
In a survey carried out by call centre software provider Rostrvm Solutions, over 70% of contact centres relied on back office teams to complete customer transactions, yet nearly half were not measuring operational performance in the back office. Another key finding was that whilst the use of Computer Telephony Integration (CTI) is increasing, over half of respondents still did not use CTI in their call operations, despite the benefits it offers such as intelligent call routing and improved call handling.
Another area where cost savings can be made is by improving call handling through use of Computer Telephony Integration.
Two out of three call centres surveyed by Rostrvm still use three or more applications at the agent desktop to process transactions. Desktop optimisation technology offers many advantages in call handling and back office environments; it integrates many of the applications which teams typically use to process a transaction providing a single interface, removing repetitive data handling, reducing errors and supporting business processes. By adopting this technology, organisations can reduce avoidable contact, workload and ultimately costs.
Full survey details are available here
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