Archive for the ‘call centre forecast’ Category

Customer Contact Planning 2012 – diary date

Wednesday, February 29th, 2012

Rostrvm Solutions will be joining industry professionals at the ‘Customer Contact Planning 2012’ conference at the Hilton Hotel, Blackpool on 23 and 24 April. Will we see you there?

Organised by the Professional Planning Forum, the conference is held annually (over 600 people attended in 2011) and this year’s theme is ‘Planning for Peak Performance’.

Ken Reid from Rostrvm is participating in the National OutBound Forum at the conference on Monday 23 April. The forum will aim to provide an insight from outbound professionals and industry leaders into developing a proactive outbound strategy. It’s one not to miss and here’s why …

It’s crucial that contact centres get their outbound operations right, both to comply with regulations and to ensure that the needs of both customers and the business are being met.  This forum will focus on optimising outbound calls alongside other contact approaches and engaging in operational best practice. Even in these austere times it’s entirely possible to achieve this and you can hear how.

In addition, the main conference offers a useful mix of topics and networking opportunities, as well as the chance to hear all the ‘Innovation Award’ finalists speak about their work.  It’s a valuable event for any contact centre professional looking to gain inspiration and advice – or share experiences and ideas – with industry experts, potential and existing business partners and colleagues.

Further details: http://planningforum.co.uk/conference/2012Conference/Expo.aspx

Customer Satisfaction: To Fix It, Measure It!

Thursday, April 28th, 2011

Whilst carrying out our recent customer satisfaction survey, we have been helping our customers to improve the levels of their own clients’ happiness. Feedback shows that many of our customers are reaping the benefits of being able to measure criteria such as: staff activity levels, accuracy of transactional processing and work volumes. This information has allowed managers to optimise performance in their contact centres and in turn, improve their customer satisfaction levels. To get the full story, click here

Our web site has been updated

Sunday, May 30th, 2010

Our main web site rostrvm.com has been updated. User feedback has led us to rework the site navaigation to make it easier for you to find material.

We’ve also updated the user registration element so that regular visitors and frequent users of the web site tools – such as the dialler calculator, predictive dialler planning guide and the inbound call centre calculator –  can register once and on subsequent visits simply log in to use the contact planning tools.

rostrvm @ Professional Planning Forum

Thursday, April 8th, 2010

We will be attending and exhibiting at the annual Professional Planning Forum conference to be held at the National Exhibition Centre near Birmingham on 19th & 20th April. If you are going to be there why not pop along and see us?

Blended call centre calculator

Friday, February 12th, 2010

Contact blending in the call centre increases operational effectiveness allowing call centre agents to handle more contacts in any given period. But what do we mean by ‘blending’?

Call centre blending commonly means combining inbound and outbound telephone call activity – typically using ‘spare’ staff capacity to make outbound calls during periods of low inbound call demand.

However blending is not just about combining inbound and outbound telephone calls – blending can also be used for combining telephone calls and other contact demands such as emails.

Click here to access Rostrvm Solutions’ email blending calculator.

Call centre blending for operational efficiency

Sunday, July 19th, 2009

Contact blending in the call centre increases operational effectiveness allowing call centre agents to handle more contacts in any given period. But what do we mean by ‘blending’? Call centre blending commonly means combining inbound and outbound telephone call activity – typically using ‘spare’ staff capacity to make outbound calls during periods of low inbound call demand. However blending is not just about combining inbound and outbound telephone calls – blending can also be used for combining telephone calls and other contact demands such as emails.The rostrvm call centre application suite gives your agents the support they need to deliver top-quality service and provides the management tools to optimise efficiency.

How effective would blending emails and text messages be in YOUR call centre?

If you want a quick self-assessment then our new email blending calculator is available in the resources section of our web site. Just click here to access the planning tools.