Archive for the ‘public sector’ Category

Blending helps contact centres improve and save

Monday, February 13th, 2012

Many organisations, particularly local authorities and others in the public sector, are under pressure to deliver services at a significantly reduced cost, due to spending cuts. Rostrvm Solutions, contact centre software developer, looks at ways to lessen the impact on the customer.

It’s possible to keep customers at the heart of operations and introduce more services to the call centre with little or no extra resource. Innovative use of call centre technology will increase call handling levels and improve life for both the workforce and customer.

This is crucial at a time when hard-pressed customers are more likely to complain – and the call centre agents in the firing line need something which will help them and lift their morale. So technology which improves quality of service is the answer and blending is a good example.

Read more here….

Government Spending Review

Tuesday, April 26th, 2011

Whether you operate in the public or private sector, you will have been affected by one of the most talked about financial news of last year: the Government Spending Review.  Many organisations tasked with delivering services with reduced budgets predict huge cutbacks. But reduced budgets do not necessarily equal reduced services. Exploring innovative ways of acquiring the technology you need and eliminating hidden costs are just some of the ways you can make the budget you have, work even harder for you. For more ideas, click here

Canterbury City Council – Contact Centre Case Study

Sunday, January 23rd, 2011

A new case study describing how Canterbuty City Council uses the rostrvm call centre software suite is available to download.

Canterbury City Council is using home-working to great effect since installing a VoIP-enabled system with Rostrvm Solutions and has improved its overall productivity.

The home workers case study can be found at http://www.rostrvm.com/case_study_canterbury_city_council.php

Rostrvm on the road

Friday, June 19th, 2009

Rostrvm Solutions will be exhibiting at the APSE exhibition and awards in September. Why not come and see us?

To find out more about the exhibition, go to:

http://www.apse.org.uk/seminars-events/service-awards2009.html

Public Sector call centres lagging behind Private Sector

Sunday, March 1st, 2009

Research carried out by Rostrvm Solutions has shown that public sector call centres are not making the most of technology such as Computer Telephone Integration (CTI).

In today’s challenging environment, every organisation needs to be as efficient as possible. Rostrvm Solutions’ research has shown that less than 20% of public sector contact centres take advantage of the technology compared with over 50% in the private sector

Ken Reid of Rostrvm Solutions commented “Public authorities need to look closely at the advantages brought about by CTI. With efficiency being a hot topic in the public sector at present with initiatives such as ‘National Indicator 14: Reducing Avoidable Contact’ and the efficiency agenda, it is essential that public bodies use the best available technology to streamline customer contact, consolidate business processes and deliver services as efficiently as possible. With all the advantages that CTI has to offer, public authorities can begin the move towards better efficiency in their contact centres.”

Rostrvm’s research also highlighted the large number of different software applications used by call centre agents to process calls – the numbers ranged from 1 to 20+. Call centre agents use an average of 4 software applications to process a call. Managing multiple applications is a large drain on resources that can be addressed with CTI technology 

Full survey details are available by clicking here.