Archive for August, 2012

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.

One-Sure Insurance Case Study

Tuesday, August 14th, 2012

One-Sure Insurance Services is one of the UK’s fastest growing independently owned insurance intermediaries, with offices in Stoke-on-Trent, Staffordshire. Its contact centre currently has around 70 staff with 55 seats and there are plans for strong future growth.

One-Sure Insurance uses the full suite of Rostrvm’s applications to help it be proactive in responding to market forces. rostrvm has been tailored for its contact centre and allows it to roll out new functions as needed.

The full case study is available on our website.

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.