Call centre MIS on your mobile phone

December 3rd, 2012

Continuing our series describing the wide range of devices you can use to access rostrvm Contactrostrvm Mobile MIS Centre management information we’ve checked out the latest version of Google Chrome on the iPhone. And as you would expect, just make an IP connection to the rostrvm server, enter your security details and your call centre management information is available to you.

With VPN access to your rostrvm server up-to-the-minute management information is with you whenever and wherever you want it.

Predictive dailler MIS

So if you need to be away from the office then point your phone at your rostrvm system and you can keep up-to-date with call queues, email queues, agent activity and predictive dialler campaigns.

Rule of Thumb: How many ACD agents?

November 27th, 2012

We’ve published our Rule of Thumb: Calculating the number of agents needed in an inbound call centre.

The rule of thumb for calculating the number of agents needed in an inbound call centre is:

The required number of agents is roughly (the number of calls expected per hour) multiplied by (the average number of seconds it takes to handle each call) divided by 3200

ACD agents calculator

Read more here

Flooded with calls? How to help customers and be cost-effective

November 26th, 2012

If your contact centre is being flooded by phone calls and messages and you’re short of resources, make sure you’re making the most of your available agents with innovative use of call centre technology. Try these solutions from software developer Rostrvm:

Blending tasks in the contact centre ensures greater output is gained from the same number of staff because agents can be switched to tasks according to demand. Managers can fine-tune the balance between real-time resource availability and demand across multiple media and numerous tasks. Staff can be switched rapidly, which means they can help deal with events like extra calls during bad weather.

Blending doesn’t have to be just about combining inbound and outbound telephone calls – it can also be used for combining calls with emails, web chat, Facebook and Twitter for example.

QueueBack and CallBack will help you to manage your call centre queues and meet your customer expectations, so they don’t get frustrated.

  • QueueBack allows a caller on an inbound queue to hang up but “maintain” their position in the queue, so they can get on with other tasks whilst waiting to be answered.
  • CallBack asks callers      to leave their details, so that they can receive a call back at a later      time, rather than be held in a tiresome queue.

Many contact centres can reap the benefits of effective technology like this, as it helps keep customers happy and doesn’t cost a fortune to implement. Local authorities, insurance companies and utility firms  – who are struggling to use limited budgets and resources to protect essential services and help people through hard times – are all using these types of solutions successfully.

Call centre calculator mobile app

November 23rd, 2012

rostrvm inbound call centre calculatoir for mobile phonesWe’ve launched a handy and useful app for mobile devices, to assist busy managers in calculating inbound call centre staffing needs.

Rostrvm’s inbound call centre calculator app calculates the number of staff needed to deal effectively with calls.

The calculator provides an instant indication to managers of the number of people needed to man call centre phones whilst meeting the required service level targets.

The app is quick and easy to use – simply enter the expected number of calls per hour and the average call length in seconds, then insert the service level target percentage needed in a set number of seconds. The calculator will show the number of agents required instantly.

Find out more>

Systems Test Analyst Wanted….

November 21st, 2012

As the pace of change in the contact centre and back office increases and our software supports a broader range of technology platforms, media channels and business applications we are expanding our software and system test  team.

We are looking for a Systems Test Analyst with strong logical ability,   a systematic thinking approach and a high attention to detail.

This person will work on software system projects and pick up on many   of the aspects of software delivery that are not specifically   programming. These areas will include: systems analysis, project   monitoring, reporting to clients and management on progress.

The role requires working closely with our software development team as well as our service delivery and operational staff. The person in this role will report to our Operations Manager. More details are available on our web site.

Call Centre Management Information on the move

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.