Archive for the ‘call centre’ Category

Latest newsletter – End of year giveaway….

Friday, December 14th, 2012

Rostrvm Solutions is an active supporter of the Professional Planning Forum. As we approach the end of the year we have a few of our copies of the Planning Forum’s 2012 Best Practice Guide to give away.

For more details read our latest newsletter.

Rule of Thumb: How many ACD agents?

Tuesday, November 27th, 2012

We’ve published our Rule of Thumb: Calculating the number of agents needed in an inbound call centre.

The rule of thumb for calculating the number of agents needed in an inbound call centre is:

The required number of agents is roughly (the number of calls expected per hour) multiplied by (the average number of seconds it takes to handle each call) divided by 3200

ACD agents calculator

Read more here

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.

Call centre calculator mobile app

Friday, November 23rd, 2012

rostrvm inbound call centre calculatoir for mobile phonesWe’ve launched a handy and useful app for mobile devices, to assist busy managers in calculating inbound call centre staffing needs.

Rostrvm’s inbound call centre calculator app calculates the number of staff needed to deal effectively with calls.

The calculator provides an instant indication to managers of the number of people needed to man call centre phones whilst meeting the required service level targets.

The app is quick and easy to use – simply enter the expected number of calls per hour and the average call length in seconds, then insert the service level target percentage needed in a set number of seconds. The calculator will show the number of agents required instantly.

Find out more>

Call Centre Management Information on the move

Tuesday, November 13th, 2012
rostrvm call centre management information on an iPAD

iPad Contact Centre MIS

We’ve been running articles describing the wide range of devices you can use to access rostrvm Contact Center management information – from a standard PC to an Internet TV.

rostrvm  conforms to standards. This means that any device with a ‘standard’ browser  and network access to the rostrvm database can use standard product to get the required information.

So if you need to be away from your desk and you can’t see a wallboard then point an iPad at your rostrvm system and you can keep up-to-date with call queues, email queues, agent activity and predictive dialler campaigns.

The consumer strikes back!

Tuesday, November 6th, 2012

Does the name Richard Herman ring any bells? He might be a customer of yours – or he might be on your list of potential customers. What you should know though is that he has won his argument against AAC, which sells referrals to management companies, for receiving nuisance cold calls.

On his new website, ‘www.saynotocoldcalls.com’, Richard says: “Like all of us my wife and I get phoned at home by people wanting to claim back PPI from the banks … I was feeling oppressed …”

Richard got so angry when the same company kept calling, even though he’d asked them to stop and was registered with the Telephone Preference Service (TPS), that he started recording the calls and took his case to the small claims court. He settled out of court and got £195 for 19-and-a-half minutes of calls, plus a £25 court fee, which, some say, may open the floodgates to further claims from homeowners plagued by similar unwanted calls.

It isn’t just PPI. Those contact centres which continue with outbound campaigns with no controls, thinking that little fines such as this are a small price to pay, are misguided. It really should be enough of a deterrent that consumers clearly get annoyed – and worse, some get frightened, by repeated nuisance calls. The banks currently have a reputation for being ‘banksters’ – what name will your business be given if you get caught – even if you can afford the fine?

It is not difficult and it doesn’t have to be expensive to comply with current legislation and still run a successful campaign. Think of it this way, if you are calling thousands of people weekly, how much would it cost if you had to pay some of them £195 each?

rostrvm software helps contact centres meet specific regulatory needs via features like:  CallGuide scripting, sophisticated redial rules, limiting the number of dialling attempts made in a campaign and voice recording control to support FSA & PCI needs.

The Information Commissioner’s Office (ICO), provides guidance on opt-in, opt-out procedures for consumers. rostrvm supports this with easy-to-use facilities at the agent desktop to record ‘do-not-call’ requests. Additional administrator controls are provided to fine tune “Do Not Call” processes.

Rostrvm provides real-time information for easy call monitoring and also maintains historical records of activity and a log of configuration changes. This information can be used to support the dialler user’s record-keeping.

Lastly, rostrvm OutBound provides facilities to dynamically cross check your data with that of organisations such as the TPS as calling lists are loaded and/or updated during the course of a dialling campaign.

*Ofcom’s “Revised statement of policy on the persistent misuse of an electronic communications network or service 2010” is available at http://stakeholders.ofcom.org.uk/binaries/consultations/silentcalls/statement/silentcalls.pdf