Archive for the ‘predictive dialler’ 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

 

Call Centre Management Information on the move

Tuesday, November 13th, 2012
rostrvm call centre management information on an iPAD

iPad Contact Centre MIS

We’ve been running articles describing the wide range of devices you can use to access rostrvm Contact Center management information – from a standard PC to an Internet TV.

rostrvm  conforms to standards. This means that any device with a ‘standard’ browser  and network access to the rostrvm database can use standard product to get the required information.

So if you need to be away from your desk and you can’t see a wallboard then point an iPad at your rostrvm system and you can keep up-to-date with call queues, email queues, agent activity and predictive dialler campaigns.

Contact Management: Rules of thumb

Tuesday, October 23rd, 2012

Rules of thumbImplementing a call centre from scratch or making changes and additions to an existing contact management operation requires careful thought and planning.

We frequently have conversations with customers along the following lines “I’m thinking about a new facility. Before I undertake the detailed planning I just need a rough idea about….”

Our “Contact Management Rules of Thumb” provide broad-brush answers  to Frequently Asked Questions based on a combination of mathematical analysis and empirical evidence from real-world users.

For example we are often asked “What productivity gain will I get from a predictive dialler?

You can read more here

Equity Insurance Partnerships Case Study

Monday, October 1st, 2012

Equity Insurance Partnerships, one of the UK’s leading providers of insurance solutions to affinity partners, has seen an increase in productivity since installing rostrvm Outbound predictive dialler and rostrvm CallGuide in its dedicated outbound contact centre.

rostrvm CallGuide on the desktop provides full scripting tools and process management functions, to support agents through different types of calls. The rostrvm outbound dialler integrates effectively with other business systems and efficient performance management tools allow all levels of granularity – every detail of the business – to be seen.

The case study is available here.

Ofcom reports that silent call and TPS complaints have trebled this year

Friday, August 31st, 2012

The latest edition of the Telecoms Complaints Bulletin from Ofcom shows that complaints about abandoned and silent calls have almost trebled in recent months. “Since the start of the year, the number of consumer complaints made to Ofcom about silent and abandoned calls has been steadily increasing.”

In the same period complaints to the Telephone Preference Service have also increased dramatically. The Ofcom bulletin can be read here.

We continue to advise call centres to understand and comply with the guidelines. If you would like to know more about how the rostrvm predictive dialler supports compliance please contact us.

Aston Villa Football Club and rostrvm

Friday, August 3rd, 2012

In the middle of the the London games it’s easy to forget that the Premier League season starts in a couple of weeks.

Aston Villa has thousands of fans who are the lifeblood of the club, and its Consumer Sales Department is extremely busy all year round. To enable its call centre to look after customers effectively the Club has implemented the rostrvm suite of applications.

It now benefits from:

  • rostrvm OutBound a platform independent predictive dialler, which supports structured, automated outbound contact
  • rostrvm CallDirectorACD inbound contact management
  • rostrvm CallGuide on the desktop with full scripting tools and process management functions to support agents through different types of calls

More details are available in the case study.