June 3, 2008 -
Driven by business outcomes of calls, calling campaign, and process flow created by campaign manager, rostrvm OutBound v7.1 helps call center agents forge relationships with customers and prospects. It ensures same-agent follow-up when appropriate and can also be set up so that any recorded business outcome automatically drives further contact. Also included, desktop callback diary lets agents see call commitments that have already been set before making new callback arrangements.
The Latest rostrvm Predictive Dialler Builds Customer Relationships
Woking (UK), May 2008 - The latest release of rostrvm OutBound, the predictive dialler from Rostrvm Solutions, extends the relationship building features available to call centre agents and campaign managers.
High performance has always been central to the rostrvm dialler, but of equal importance is the system's ability to help call centre agents to forge relationships with customers and prospects. For example, an initial call might require a follow-up call later to gather more details. The rostrvm dialler can help to build rapport with the customer by ensuring that follow up activity is 'owned' by the person who first talked to them - all driven by the call's business outcomes, the calling campaign and the process flow created by the campaign manager.
And there are times when a follow-up call specifically needs to be made by another person; for example the contact centre's business process may dictate that a call resulting in an order requires verification. In rostrvm 7.1 any recorded business outcome can automatically drive a further contact, such as a verification call, an email or a text message (SMS).
Ken Reid, Marketing Director, Rostrvm Solutions commented, "The role of the predictive dialler has changed dramatically over recent years. The old-fashioned dialler methodology was to make as many calls as possible, as quickly as possible, in the hope that enough calls would produce results. Today's environment is much more subtle with campaign managers carefully controlling activity, reaching the target audience with a softer approach that uses the dialler algorithms to drive operational efficiency".
The latest rostrvm release extends the call centre agent's control of calls by providing a desktop 'callback diary' integrated with the rostrvm AdVisor softphone. This new diary management function means that the contact centre agent can see the call commitments that have already been set before making any new call-back arrangements and avoiding the risk of appointment congestion. New appointments can be set directly from the diary.
Reid continued "The diary facility is another component supporting modern outbound call centre practice - delivering optimum productivity whilst keeping promises to the individual customer".
To learn more about rostrvm release 7.1 contact Rostrvm Solutions on 0800 6122 192 or visit the Rostrvm Solutions web site www.rostrvm.com
Rostrvm Solutions designs, manufactures and supports call centre software. Rostrvm was established in 1986 as a division of Royalblue, the financial trading applications company. Today Rostrvm Solutions is privately owned and based in the UK in Woking, Surrey.
The rostrvm product suite is used in call centres of all sizes enhancing existing call centre technology investments and supporting new contact methods such as Voice over IP, email and SMS text messaging.
Rostrvm Solutions regards independence as a major benefit to customers and partners - it guarantees the openness of their technology and the objectiveness of their approach and advice. www.rostrvm.com
For further information on Rostrvm Solutions, please contact:
Ken Reid, Marketing Director
Rostrvm Solutions Limited
Tel: +44 (0) 1483 744500
Email: ken.reid@rostrvm.com
Web: www.rostrvm.com
Contacts:
Marketing:
Ken Reid Marketing Director
INTL
Phone: 44-0-1483-744500 E-mail this person Company Information: Name: Rostrvm Solutions Address: Dukes Court, Duke Street City: Surrey ZIP: GU21 5RT Country: United Kingdom Phone: +44 (0) 1483 744500 FAX: +44 (0) 1483 744447 http://www.rostrvm.com
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