Archive for the ‘financial services’ Category

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

Time saved is money earned

Monday, January 31st, 2011

Affinion International, part of the Affinion Group, has opened an in-house outbound contact centre and expanded its outbound contact on behalf of its customers beyond expectations – and within a very short timescale – after installing software from UK-based Rostrvm Solutions.

Affinion International, which provides marketing solutions for some of the world’s largest financial institutions, insurance companies, utility suppliers and others, utilises a range of Rostrvm products to ensure its clients’ brands and benefits are marketed effectively. Martin Teasdale, Contact Centre Sales Manager at Affinion International, was tasked with the project and says, “The challenge was to get the in-house outbound facility and the team up and running in an extremely tight timescale of a matter of months.

“The fact that there was no in-house outbound team in January 2010 (it was all outsourced) and yet, by early April, it was fully functioning with exceptional results is testament to the sheer hard work and support given by Rostrvm as they work alongside us. Affinion International originally had 12 agents and, due to the project’s success, there are now 87 agents which is, in fact, the single largest outbound facility in the whole of the company. We have got a great team in-house and, allied to that, contact centre equipment which is taking us forward – our customers have asked us to roll out more campaigns now, with more lined up.”

Contact centre software at Affinion International includes rostrvm Outbound dialler; rostrvm CallGuide on the desktop, with full scripting tools to support agents through different types of calls; plasma wallboards to display team performance figures/other useful information; information/analysis tools for managers and Rostrvm’s voice recorder facility.

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

Collections / Debt Sales & Purchase conference

Saturday, November 21st, 2009
rostrvm on show

rostrvm on show

We attended the Collections / Debt Sales & Purchase conference (organised by Credit Today) earlier this week. It was particularly interesting to talk to conference attendees about innovative applications for predictive dialler technology, intelligent inbound call management and multimedia contact.

Financial Services call centre case study

Monday, July 27th, 2009

Insure4Retirement.co.uk, a trading name of Insurance Dialogue Limited (IDL), is an independent intermediary specialising in insurance for people aged 50 and over.

To support continued business expansion IDL has deployed SIP based VoIP call centre systems.

rostrvm lets us mix and match traditional telephony with Voice over IP. Constraints have been removed; we can expand and contract the operation and call
centre agents can be anywhere.

An extended version of this case study is available by clicking here.

Mystery shopper research highlights failure to facilitate person-to-person contact via the web

Tuesday, October 14th, 2008

A new financial service benchmark report shows the industry is missing out on online sales opportunities by failing to provide online visitors with easy access to human contact. The mystery shopper research, commissioned by Rostrvm Solutions, reveals that while 92% of financial services clearly display a telephone  number, just 14% provide a Call Me Back facility and a tiny 3% offer a Live Chat instant messenger option.

The mystery shopper looked at the web sites of more than 100 financial services providers spanning mortgages, personal pensions, insurance and loan products. It investigated out how easy it is for consumers to instigate a telephone or live chat conversation with brands while they are online; in particular the research focused on the availability and reliability of Call Me Back features, which allow online visitors to request a call back from a call centre agent at a time and date of their choice.

Rostrvm Solutions has published the research in a benchmark industryreport available for download at http://www.rostrvm.com/fst.php