A quick ‘heads-up’ on what you can find on our website:

Our website offers you useful tools, including  call centre calculator tools, to help calculate inbound call centre staffing needs. There are also helpful contact centre and back office planning tools, such as those to calculate the cost of abandoned calls and an online predictive dialler calculator. Everything you need to get better results from your campaigns.

 » Are you looking for better results from your inbound contact centre?  

Rostrvm can give you the solutions you need because we listen and have the experience to deliver the right tools at the right time. For ACD, Intelligent contact routing, IVR, reduction of abandoned calls and web call back visit our website and talk to us. We really can help!

http://www.rostrvm.com/solutions/inbound-contact/

» Is your outbound contact centre making successful, profitable contact?

With our rostrvm predictive dialler, outbound SMS and email you will catch your customers and contacts at the right time, in the right place and in the right frame of mind to buy!

http://www.rostrvm.com/solutions/solutions-outbound-contact/

» Are your staff struggling with too many incompatible or slow systems and processes, turning off your customers and reducing productivity?  

Rostrvm has a desktop solution which rationalises messy desktops and integrates systems for both the call centre and back office, so you and your staff can work smarter, faster and with confidence.

http://www.rostrvm.com/solutions/solutions-desktop-optimisation/

» Do you want to measure, record and analyse performance?   Rostrvm provides Management Information and call recording software so that you really know what’s going on, what’s working, what’s not and how to make changes for the better.

http://www.rostrvm.com/solutions/solutions-managing-performance-call-centre-back-office-analysis/

» Do you need to stretch resources further?

Our blending technology helps you ensure staff are working to full capacity at all times and customers don’t have to wait or be passed around.

http://www.rostrvm.com/solutions/solutions-managing-performance-call-centre-back-office-analysis/solutions-resourcebroker-task-blending/

» Would planning tools be useful to you? In complex contact centres and back office environments, getting the basics right is essential.

Rostrvm has a whole range of relevant, useful planning tools to make your job easier.

http://www.rostrvm.com/planning-tools/

Rostrvm offers value for money and robust, future-proof, flexible tools to get your contact centre where you need it to be. Don’t just take our word for it, visit our new-look, easy-to-use website to see what our customers say about us too.

Visit www.rostrvm.com or call us on: 0800 6122 192

We’d really appreciate 5 minutes of your time to find out how things have changed and to understand more about the desktop applications used in your call centre and back office.

To complete our survey online please click here

We’ve successfully checked out rostrvm call centre MIS using a ‘smart’ blu ray player. We simply pointed the player’s in-built browser at the rostrvm web server and entered the appropriate logon details.

rostrvm  conforms to standards. This means that any device with a ‘standard’ browser  and network access to the rostrvm database can  be used to deliver management information. So as well as the usual PCs and browsers  – Explorer, Firefox, Safari and Chrome we’ve delivered call centre MIS to mobile phones and tablets (including iPhone and iPad), browser-enabled ‘smart’ TVs & blu ray players and the Raspberry Pi.

Management information has grown in importance this year; delivery of timely, insightful management information will be one of the key business drivers in 2013.

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 deliver MIS. So as well as the usual PCs and browsers  – Explorer, Firefox, Safari and Chrome we’ve delivered call centre MIS to mobile phones and tablets (including iPhone and iPad), browser-enabled ‘smart’ TVs and the Raspberry Pi.

Management information has grown in importance during 2012 and we anticipate the wider delivery of timely, insightful management information becoming one of the key business drivers in 2013.

For more details read our latest newsletter.

In many ways this technique certainly works – the chances of contacting a particular individual are increased if you keep on trying. But from the dialler campaign perspective repeated dialling can be wasteful. Our latest ‘rule of thumb’ looks at how to enhance  predictive dialler performance.

Read more here

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

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.

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

Read more here

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.

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>