Archive for the ‘call blending’ 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.

One-Sure Insurance Case Study

Tuesday, August 14th, 2012

One-Sure Insurance Services is one of the UK’s fastest growing independently owned insurance intermediaries, with offices in Stoke-on-Trent, Staffordshire. Its contact centre currently has around 70 staff with 55 seats and there are plans for strong future growth.

One-Sure Insurance uses the full suite of Rostrvm’s applications to help it be proactive in responding to market forces. rostrvm has been tailored for its contact centre and allows it to roll out new functions as needed.

The full case study is available on our website.

Putting intelligence into dialler campaigns

Monday, April 23rd, 2012

Complying with the latest regulatory guidelines whilst striving to achieve targets on outbound predictive dialler campaigns is often a tough challenge for contact centres – but there is an answer. Using intelligence from inbound communications can not only aid compliance but also achieve a significant increase in outbound contact success…

Using intelligence gained from inbound communications can not only aid compliance but also achieve a significant increase in outbound contact success.

We think it makes sense that if you’re contacting an existing customer you should check first to see what time they chose to call you and to contact them at that same time.  Knowing when to call customers, to catch them when they are most likely to be in ‘buying mode’, presents the single most important challenge for outbound campaigns. Having intelligence from inbound data, which enables you to plan calls, puts you ahead of those who dial blindly, hoping to make contact, because around 70% of their attempts will fail.

Using inbound intelligence also allows contact centres to utilize their call agents more effectively, because they are less likely to be waiting around to speak to customers.

The rostrvm call centre suite enables contact centres to obtain intelligence like this from their inbound communications and use it to gain as much as a double-digit increase in outbound operational efficiency, depending on specific campaign circumstances.

More detail on how to use inbound intelligence to enhance predictive dialler operational efficiency is available at Rostrvm Solution’s web site – rostrvm.com/whitepapers.php

Blending helps contact centres improve and save

Monday, February 13th, 2012

Many organisations, particularly local authorities and others in the public sector, are under pressure to deliver services at a significantly reduced cost, due to spending cuts. Rostrvm Solutions, contact centre software developer, looks at ways to lessen the impact on the customer.

It’s possible to keep customers at the heart of operations and introduce more services to the call centre with little or no extra resource. Innovative use of call centre technology will increase call handling levels and improve life for both the workforce and customer.

This is crucial at a time when hard-pressed customers are more likely to complain – and the call centre agents in the firing line need something which will help them and lift their morale. So technology which improves quality of service is the answer and blending is a good example.

Read more here….

Turning austerity into prosperity.

Wednesday, January 25th, 2012

As contact centres move forward the agenda will be about turning ‘austerity’ into prosperity.

Our latest newsletter looks at how blending activities in the contact centre and home working for call centre agents leads to improved operational efficiency.

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

Blending social media in the call centre

Monday, January 2nd, 2012

Embracing social media can enhance business. Gaining experience could be the difference between being competitive in 2012 or perhaps losing the race. There are some do’s and don’ts to consider before launching in and here are our top 10…

1. Don’t panic and assume that social media is a must – carry out some research to check that these platforms are relevant and appropriate for your brand and customer base.
2. Do set out a well considered and thorough social media strategy before you start procuring, training, recruiting… merely dabbling can be a dangerous pastime because of the public nature of social media – and you must abide by the rules of each channel. Be prepared and informed so that you get it right first time.
3. Don’t forget customer service! Customers expect the same level of service and the contact centre must remain the human interface whatever medium is being used.
4. Do ensure the platform fits the purpose for which it is being used – for example, Twitter is great for swift responses to customers and listening to what they are saying but it might not be ideal for resolving a customer service issue.
5. Do be aware of ‘social customer service’ where customers assist each other via social media platforms to resolve issues instead of contacting the company concerned. Consider how your organisation can best support blogs and forums and moderate what is being said about it discreetly.
6. Do be transparent and genuine in your communications – social media is about engaging with other people, not manipulating them, and they will quickly see through a ‘heavy sell’ badly disguised as chat. Respond in an informal manner that is acceptable to the user.
7. Do carefully consider how you will integrate social media into your existing channels. For example you can upload your promotional marketing emails onto Facebook, to be shared by recipients on their own Facebook pages free of charge.
8. Do respond to the customer when they are using the company’s online site. This might be by using a Callback system, which recognizes that a user is staying on a particular page and triggers a pop-up window enabling that user to request a telephone call from an agent; or webchat – which is similar but an online live chat session is started by the contact centre agent.
9. Do consider that once social networking is established, contacts into your telephone and email channels will go down and will offset costs to implement social media.
10. Do be aware that social media can be integrated into a contact centre by using software alongside the existing ACD (Automatic Call Distribution) system. Inbound SMS, email, social media, web chat and faxes can be delivered to the relevant agent in each queue.