Archive for the ‘outbound contact’ Category

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

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

Open letter from Ofcom for predictive dialler users

Wednesday, December 22nd, 2010

Earlier this week Ofcom released an ‘open letter’ to users of automated calling systems (predictive diallers) re-emphasising the guidance issued a couple of months ago. The letter doesn’t add any new information but acts as a timely reminder that there is only about a month to go to the February deadline.

Ofcom’s letter is available at their web site

http://stakeholders.ofcom.org.uk/binaries/consultations/silentcalls/annexes/acs_users.pdf

Hosted predictive dialler benefits

Thursday, May 7th, 2009

Hosted predictive diallers bring all the operational and business advantages of automated dialling to your call centre in a straightforward, easy-to-install, easy-to-use, easy-to-afford package.

No capital investment

Our hosted dialler is designed to operate in your call centre without committing you to long term investments. The majority of call centres can take advantage of our hosted dialling facility with no capital investment at all. If you have a phone, a phone line, a PC that comfortably runs Windows XP and good access to the internet that you can use our dialler straight away.

No ‘lock in’

Talking to your customers and prospects is a really great idea – Well isn’t it?

Most of the time the business benefits of making calls are completely obvious; but there are occasions when it makes sense to test out the business case. Hosted diallers give you the opportunity to try out your business idea without commitment to long term investments.

No complex IT to support

Automated dialling demands clever technology. In a hosted deployment the complex components, software servers, relational databases, fast connections to the telephone network and high-speed data networking are all handled ‘in the cloud’. All of these solution elements are managed for you by the hosted dialler supplier.

All you need is a phone line , a standard PC and an internet link for each of your call centre agents and system managers and you can be up and running.

If you would like us to discuss your requirements in more detail, then contact us via http://www.rostrvm.com/contact_rostrvm.php

Why use a predictive dialer?

Saturday, November 22nd, 2008

The heart of any outbound contact management suite is the rostrvm predictive dialler delivering high performance contact with your customers and prospects. 

But outbound contact management is not just about high performance. It’s about

Targeting your campaigns

Measuring the business benefits as well as the operational performance

 Keeping your promises to call back

Fulfilling your ‘call me’ and web form requests

Making the right contact in the right way with telephone calls, text messages and email

Optimising agent performance with task blending

Outbound contact management is one element of the rostrvm suite of call centre applications that give your customers high quality joined-up transactions whether you contact them or they contact you.

 

Inbound call handling

complements outbound in many ways – inbound uses outbound to so that you keep your promises to call back – and if a customer calls you as a result of your outbound call then the call will be routed and handled perfectly.

 

Supporting your agents

Desktop tools for call centre agents range from ‘screen popping’ caller information to a scripting system that brings together multiple data systems and drives your business processes.

 

Managing performance

Enterprise reporting, agent analytics and management applications provide operational and business performance information to all levels of your enterprise.