Archive for the ‘dialer’ Category

How do I enhance predictive dialler performance?

Wednesday, December 12th, 2012

Less is moreA predictive dialler is a powerful tool for contacting customers and prospects. It is tempting to load your dialler with a list of numbers and  start dialling over and over again until you make contact.

In many ways this technique certainly works – the chances of contacting a particular individual are increased if you keep on trying. But from the dialler campaign perspective repeated dialling can be wasteful. Our latest ‘rule of thumb’ looks at how to enhance  predictive dialler performance.

Read more here

 

Professional Planning Forum 2012 – next week

Thursday, April 19th, 2012

We are joining industry professionals at the ‘Customer Contact Planning 2012’ conference at the Hilton Hotel, Blackpool next week. Will we see you there?

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 predictive dialler campaigns alongside other contact approaches and engaging in operational best practice.

You can learn more about the rostrvm OutBound predictive dialling system here.

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.

 

Rostrvm 8.1 available now

Wednesday, June 8th, 2011

The latest version of our software is now available to new and existing customers. Building on the success of its predecessor, rostrvm 8.1 contains a large proportion of user-inspired enhancements such as: improved user security, dialler and call routing enhancements, system alarms and MIS report scheduling.

There is no additional cost for the latest version of our software for customers with a maintenance contract so for more information or to arrange an upgrade, please contact us

Discover flexible software

Tuesday, March 1st, 2011

Discover Leisure plc, a premier outdoor leisure retailer specialising in the caravan and motorhome market, has maximised its resources and saved on installation time by adding rostrvm software to existing communications technology.

Discover required a dialler to automate and integrate outbound customer service calls, insurance renewals, and after sales follow-up.

Tim Ormrod, IT Manager at Discover, said, “We had already invested in VoIP technology to save money on telephone calls. Rostrvm software is very flexible so we were able to integrate the dialler with our existing VoIP gateway and ViBE. ViBE delivers QOS, a significant increase in call throughput over existing bandwidth, Encryption, Line Bonding, Failover capabilities to ensure the calls stay in progress, and realtime stats on the underlying network in use.”

Tim adds, “We also use a Virtual Private Network (VPN) on laptops, to connect to the Rostrvm dialler, to enable some of our employees to work from home – ensuring that we can provide an uninterrupted service at all times.

“We made considerable savings and it was all deployed very rapidly with Rostrvm. As well as the Outbound dialler, we also benefit from the rostrvm CallDirectorACD inbound contact management system, which has allowed us to enhance our service offering to customers by improving the way that calls are dealt with and managed.”

Now, customer calls from all regions are automatically routed into Discover’s Head Office over VoIP and picked up and displayed on the Rostrvm system, where they can be handled appropriately.

Tim said, “Head Office can either take the call or divert it back out to the relevant person, which has improved our customer response times and the quality of our customer service. In addition, the call is logged so we can see who called, at what time, for what department and maintain a record of everything that’s going on. All the information in rostrvm has been integrated with our back-end management system that holds all the details of our stock, customer data etc, to support faster customer service. The ease of integration and the support that we have received has been excellent.”

For further information please get in touch via our contact us page.

For ViBE please contact Jonathan Nelson at Voipex (ViBE) on 01473 359816, or email jnelson@voip-x.co.uk or visit www.voip-x.co.uk

Call centre case study – Affinion International

Sunday, February 13th, 2011

Affinion International, part of the Affinion Group, helps its clients to build revenue and loyalty from their customer base. Affinion provides marketing solutions for some of the world’s largest financial institutions, insurance companies, utility suppliers and others, from direct mail and telephone marketing, to the internet and every channel in between.

Affinion International utilises a range of Rostrvm products to ensure its clients’ brands and benefits are marketed effectively, including:

  • rostrvm Outbound – a platform independent predictive dialler, which supports structured, automated outbound contact
  • rostrvm CallGuide on the desktop, with full scripting tools and process management functions, to support agents through different types of calls
  • rostrvm SuperVisor plasma wallboards to display team performance figures & other useful information
  • rostrvm’s information/analysis tools for managers
  • rostrvm AuditLog voice recorder facility

> Click here view the case study