Archive for the ‘planning’ Category

New look web site

Monday, January 28th, 2013

We’re pleased to announce our new-look Rostrvm website has been launched with answers to help you solve your contact centre challenges and increase profitability.

A quick ‘heads-up’ on what you can find on our website:

Our website offers you useful tools, including  call centre calculator tools, to help calculate inbound call centre staffing needs. There are also helpful contact centre and back office planning tools, such as those to calculate the cost of abandoned calls and an online predictive dialler calculator. Everything you need to get better results from your campaigns.

 » Are you looking for better results from your inbound contact centre?  

Rostrvm can give you the solutions you need because we listen and have the experience to deliver the right tools at the right time. For ACD, Intelligent contact routing, IVR, reduction of abandoned calls and web call back visit our website and talk to us. We really can help!

http://www.rostrvm.com/solutions/inbound-contact/

» Is your outbound contact centre making successful, profitable contact?

With our rostrvm predictive dialler, outbound SMS and email you will catch your customers and contacts at the right time, in the right place and in the right frame of mind to buy!

http://www.rostrvm.com/solutions/solutions-outbound-contact/

» Are your staff struggling with too many incompatible or slow systems and processes, turning off your customers and reducing productivity?  

Rostrvm has a desktop solution which rationalises messy desktops and integrates systems for both the call centre and back office, so you and your staff can work smarter, faster and with confidence.

http://www.rostrvm.com/solutions/solutions-desktop-optimisation/

» Do you want to measure, record and analyse performance?   Rostrvm provides Management Information and call recording software so that you really know what’s going on, what’s working, what’s not and how to make changes for the better.

http://www.rostrvm.com/solutions/solutions-managing-performance-call-centre-back-office-analysis/

» Do you need to stretch resources further?

Our blending technology helps you ensure staff are working to full capacity at all times and customers don’t have to wait or be passed around.

http://www.rostrvm.com/solutions/solutions-managing-performance-call-centre-back-office-analysis/solutions-resourcebroker-task-blending/

» Would planning tools be useful to you? In complex contact centres and back office environments, getting the basics right is essential.

Rostrvm has a whole range of relevant, useful planning tools to make your job easier.

http://www.rostrvm.com/planning-tools/

Rostrvm offers value for money and robust, future-proof, flexible tools to get your contact centre where you need it to be. Don’t just take our word for it, visit our new-look, easy-to-use website to see what our customers say about us too.

Visit www.rostrvm.com or call us on: 0800 6122 192

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

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>

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

Looking forward to the National Best Practice Seminar

Friday, November 2nd, 2012

Rostrvm Solutions is sponsoring the Outbound Stream for the Professional Planning Forum’s National Best Practice Seminar being held next week at Old Trafford Football Stadium, Manchester. This is a must attend event for planners and analysts who want to keep up to date.

More information and booking details are available here.

National Best Practice Seminar – Outbound Stream Sponsor

Sunday, June 10th, 2012

Rostrvm Solutions is the Outbound Stream Sponsor for the Professional Planning Forum’s National Best Practice Seminar being held on 8th November, 2012 at Old Trafford Football Stadium, Manchester. This is a must attend event for planners and analysts who want to keep up to date.

More information and booking details are available here.