Archive for the ‘CRM (Customer Relationship Management)’ Category

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.

Knowledge is power and happy customers – Rostrvm partners KPS

Tuesday, October 25th, 2011

To retain customers and be competitive, contact centres need to overcome obstacles to providing excellent standards of customer service. This has to be high on the agenda for any business, particularly now, as unhappy customers have so many channels on which to air their complaints about a company – and competitors to turn to.

The challenge in the current harsh economic environment is to improve customer service while at the same time delivering efficiency savings and reducing costs. Empowering call handling agents with the relevant information needed to respond quickly and accurately to customer problems is essential. This then avoids the all-too-often painful scenario where the agent does not have the information required to help – resulting in wasted time, call escalations, call backs and ultimately frustrated and unhappy customers.

Rostrvm Solutions, which designs, develops and supports the rostrvm suite of applications that make contact centres and back office operations work effectively, has teamed up with Knowledge Powered Solutions Ltd (KPS) to provide an answer to this problem.

Read the full story here.

Rostrvm at the Midlands Contact Centre Forum

Wednesday, October 5th, 2011

Rostrvm Solutions, which develops and supports software applications for the contact centre and back office process management and reporting, sponsors the Midlands Contact Centre Forum (MCCF) and is speaking at its Regional Forum on Tuesday 18th October hosted by Autonet Insurance Group.

Midlands Contact Centre ForumThe Midlands Contact Centre Forum (MCCF) provides a user group for contact centre professionals across both the East and West Midlands. It shares knowledge and best practice with its members and encourages Public Sector investment.

 Autonet Insurance Group handles over 600,000 calls a year and was declared winner of the “Insurance Times Personal Lines Broker of the Year 2010”. This outstanding achievement is one of the most coveted awards in the insurance industry.

Rostrvm Solutions’ presentation at the Forum will focus on the changing work mix in the call centre and the new agent and management skills that will be needed.

Putting task management back on the agenda

Monday, July 4th, 2011

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.

  • Tracks activities, processes and customer promises from start to finish
  • Drives efficient work distribution and task processing
  • Provides comprehensive operational support and management information
  • Consolidates desktops and simplifies navigation
  • Supports people, processes and system monitoring

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

Discover rostrvm this summer

Monday, June 20th, 2011

Now that the warmer weather’s finally here, many of us are thinking towards our summer holidays, whether that’s walking in Wales or camping in Cornwall.

Premier outdoor and leisure retailer, Discover Leisure will be reaping the rewards of a fully flexible operation this summer with the support of the rostrvm dialler. The solution, which was deployed into a Voice Over Internet Protocol (VoIP) environment, easily integrated with existing systems and allowed the company to enhance its service offering to customers by improving the way that its calls are dealt with and managed.

The solution has also allowed Discover to take full advantage of the benefits of homeworking via the use of a Virtual Private Network (VPN) which allows users to connect to the dialler remotely, ensuring an uninterrupted service at all times.

To find out more about how rostrvm made the difference at Discover Leisure, click here to read the case study.

 

May edition of rostrvm News

Thursday, May 5th, 2011

The latest edition of rostrvm News has been published.  This month’s edition delivers our top 10 tips on what to do and what not to do when it comes to social media in the call centre. If you didn’t receive a copy then it is available on line. If you would like to ensure that you receive future copies as soon as they are published please contact us.