February 20, 2008
Rostrvm Contact Centre Application Implemented in Nottinghamshire Customer Service Center
By Susan J. Campbell, TMCnet Contributing Editor
Nottinghamshire County Council has implemented the rostrvm Contact Centre application suite as a key component of its new Customer Service Center based near Hucknall.
The Customer Service Center has been put in place to help form part of the Council’s Access & Communications program. The center also aims to provide a single point of telephone access to more than 360 council services.
The Council’s own research helped the development of the Customer Service Center as it has been able to show that for 76 percent of people the telephone is the customer’s preferred method of contact.
One of the biggest benefits of the Customer Service Centre is that it is live and services can be accessed through a single golden number. In addition, more services are being added on an ongoing basis.
"The Customer Service Centre isn't just about handling large volumes of calls efficiently; it's about taking ownership and dealing with customers' problems effectively. Our staff deal with a range of customer contacts, supporting the Council to resolve issues" commented Sarah Thurlby, Project Manager, Nottinghamshire County Council, in a Wednesday statement.
The rostrvm call center software was deployed in conjunction with Ericsson (News - Alert) PBX technology in an effort to support call routing to the Customer Service Center advisors. These advisors then use the rostrvm desktop application to answer and handle the call.
The system also offers the capability for extensive management information to enable advisor activity to be measured both on the phone and while performing administrative tasks.
The rostrvm system was selected due to its ability to support the Council’s business needs. The next phase of rostrvm technology development is set to include CTI integration with the Council’s chosen CRM system delivering information screen-pop for the advisors and advanced telephony control.
Rostrvm Solutions designs, manufactures and supports call center software. The company was established in 1986 as a division of Royalblue, the financial trading applications company.
The Rostrvm product suite is used in call centers of al sizes to enhance existing call center technology investments. The solutions are also used to support new contact methods such as VoIP, e-mail and SMS text messaging.
The Nottinghamshire County Council was accurate in assessing that the customer base overwhelmingly prefers to use the telephone as the primary contact. And, while the organization was wise to implement a live center, it is also important to acknowledge the importance that technology plays in customer care today.
As much as people prefer to talk to people, they still want real-time access to information that is available in a self-service format. The important thing for every organization is to determine what information should be available via self-service and what should be available through a live agent. Determining these demands through the customer base will go a long way in helping to create a satisfying environment for the customer.
Susan J. Campbell is a contributing editor for TMC (News - Alert) and has also written for eastbiz.com. To see more of her articles, please visit Susan J. Campbell’s columnist page.
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