Archive for July, 2009

Financial Services call centre case study

Monday, July 27th, 2009, 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.

Latest newsletter available

Friday, July 24th, 2009

Topics covered in our July newsletter include:

Bringing the web and the call centre together
Email blending productivity calculator
Couldn’t make the outbound planning forum?

An archive of our newsletters is available here.

Call centre blending for operational efficiency

Sunday, July 19th, 2009

Contact blending in the call centre increases operational effectiveness allowing call centre agents to handle more contacts in any given period. But what do we mean by ‘blending’? Call centre blending commonly means combining inbound and outbound telephone call activity – typically using ‘spare’ staff capacity to make outbound calls during periods of low inbound call demand. However blending is not just about combining inbound and outbound telephone calls – blending can also be used for combining telephone calls and other contact demands such as emails.The rostrvm call centre application suite gives your agents the support they need to deliver top-quality service and provides the management tools to optimise efficiency.

How effective would blending emails and text messages be in YOUR call centre?

If you want a quick self-assessment then our new email blending calculator is available in the resources section of our web site. Just click here to access the planning tools.