Archive for October, 2009

Increased predictive dialer penalties – consultation document

Saturday, October 31st, 2009

The consultation document related to raising the maximum penalties for failing to comply with Ofcom guidelines is  available at the Department for Business Innovation & Skills web site

We urge all predictive dialler users to at least read the consultation to gain an insight to the thinking behind the proposal. If you want to make a comment then you have until January to respond.

Brookson revolutionises client acquisition

Monday, October 26th, 2009
Brookson Accountancy and Support Services

Brookson Accountancy and Support

Brookson, a leading provider of accountancy, tax advice and support services to freelance contractors and self employed professionals who work in business for themselves, has adopted advanced contact centre technology to support a revolutionary approach to attracting new clients.

The new contact centre technology delivers an additional element in a multifaceted set of client touch-points combining Brookson’s interactive web site, electronic marketing and the telephone.

“Even with today’s powerful information tools such as the internet, the telephone remains an important communication tool” commented Chris Bowden, Sales and Marketing Director. “Prospective clients appreciate the immediacy and personal touch provided by an informative telephone call. The contact centre technology fully supports this and Brookson’s commitment to providing excellent levels of customer service”

The new contact centre technology combines automated outbound calling and inbound call handling from Rostrvm Solutions. The rostrvm technology is being implemented at Brookson’s offices in Warrington following a successful ‘proof-of-concept’ trial using Opal Telecom’s hosted call centre service.

“By starting with a hosted implementation we have proven that using the rostrvm system, and dialler technology in particular, as part of the marketing mix increases our sales” continued Chris. “Now that the concept is successful, bringing the technology in-house means that we can take advantage of closer integration with our IT systems to personalise our interactions with prospects. The technology also increases our operational efficiency giving us the option of inbound-outbound call blending to deliver top-quality service.”

About Brookson

Brookson is a leading provider of accountancy, tax advice and support services to freelance contractors and self employed professionals who work in business for themselves. Brookson supports people in their chosen way of working through its limited company, sole trader and umbrella company services. As a 150 strong accountancy service, managing the affairs of over 9000 customers, Brookson is committed to offer the very best service, support and advice.

Brookson’s Online Navigator Money Manager portal underpins Brookson’s claim to offer one of the most innovative contractor accountant services available on the UK market. Allowing clients to access their business financial information 24/7, the system has been designed to help customers run their businesses more effectively by providing up to date financial information at their finger tips.

Predictive dialer penalties to be increased?

Friday, October 23rd, 2009

A government consultation has been launched looking at raising the maximum penalty for silent calls – which may be created by incorrectly used call centre predictive diallers – to one of £250,000,  £500,000,  £1million or £2million (see the Ofcom website for more details)

This should act as a further catalyst for infringing call centres to sort their act out. But as mentioned many times in this blog correctly configured and operated rostrvm predictive diallers do not generate silent calls.

South east contact centre forum

Monday, October 19th, 2009

Rostrvm Solutions is providing support to the newly formed South East Contact Centre Forum.

south east contact centre forum
south east contact centre forum

The South East Contact Centre Forum was set up in September 2009 bringing together the growing number of call/contact and customer service centres within the south east. Covering Berkshire, Buckinghamshire, Hampshire, Isle of Wight, Kent, Oxfordshire, Surrey & Sussex it is home to over 1,100 centres making it the largest number of contact centres within any region within the UK, employing over 150,000 people.

Simon Wellings, Rostrvm Solutions’ Managing Director, says, “The forum offers an excellent opportunity to meet call centre managers in an informal environment. We gain further insight to the real challenges facing call centres today and user members can learn how technology can resolve practical problems.”

The forum’s inaugural networking meeting takes place on 3rd December and is being hosted at Rostrvm Solutions’ premises in Woking Surrey.

To learn more about the South East Networking Forum (SECCF) visit or contact Trevor Butterworth, Membership Director on 07932 669299.

Beyond the four walls of the call centre

Thursday, October 15th, 2009

Every business needs to communicate with its customers. Call centres began life as a centralised point for conducting relatively straightforward transactional activities such as  receiving requests for product information, taking orders, reviewing account balances and resolving common service requests.

The increasing availability of consumer self service methods such as the internet and Interactive Voice Response (IVR) systems means that increasingly basic activities never reach a call centre agent. In turn this transition means that the calls that are delivered to the call centre are more complex and demand more in-depth skills from the agents. The knock on effect is that your customer’s call may require very specific skills to deliver an effective answer.

In ‘traditional’ call centres, customer service staff would be entirely focussed upon dealing with customer contacts. In the new environment the specialists who deal with complex customer enquiries often have multi-faceted job roles; handling customer enquiries is just one task in a busy day.

To revolutionise customer service the enterprise needs to capture, manage and measure all available resources to support contact handling, the sales office, the back office, and even staff out in the field.

The latest rostrvm release delivers the tools to bring the disciplines and technologies available in the formal call centre to this informal enterprise-wide contact management environment.

Skills based routing to deliver telephone calls to the right place at the right time

Ensuring that emails are passed to the team that can properly respond

Responding to web enquiries

Support tools including process scripts

Managing and monitoring performance – how well are we servicing our customers? How many sales do we make? Who makes the sales? Who is answering queries most effectively?

Keeping your promises to get back to customers

Back office process enhancement

Thursday, October 8th, 2009

One of the reasons the rostrvm application suite is such a good fit for most call centre and outbound contact management requirements is that we have been listening to our customers for over 20 years and building their ideas in to our new developments and enhancements. In the last 12 months or so we’ve seen a steady increase in the number of people asking us if we can help them with process management and reporting problems outside of the call centre. They want to take the high levels of people support capability and management information that we deliver to call centres and deploy it in the back office to drive effective workflow and process adherence. Well, the answer is yes!

rostrvm BackOffice is already deployed with some of our customers and fills a big gap in the back office process management and reporting market. Traditional solutions are either very basic (i.e. simple data collection tools that stand alone from other desktop applications) or over complicated (i.e. add-ons to CRM environments that carry a hefty price tag). Basic or complicated these solutions can look  clumsy when you compare them to our best practice solutions in the call centre space. So, we’ve plugged the gap with rostrvm BackOffice which uses the power and flexibility of our CallGuide product to deliver pragmatic, high value solutions to your back office work force.

If you want to know more about how rostrvm BackOffice can transform your business then click here.