SUBSCRIBE TO TMCnet
TMCnet - World's Largest Communications and Technology Community

CHANNEL BY TOPICS


QUICK LINKS





Share

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.

Want to learn more about VoIP? Then be sure to check out TMCnet’s
White Paper Library, which provides a selection of in-depth information on relevant topics affecting the IP Communications industry. The library offers white papers, case studies and other documents which are free to registered users. The papers are authored by industry leaders, who, in turn, receive qualified sales leads from interested parties. Check here for the latest in CRM information.

(source: http://callcenterinfo.tmcnet.com/Analysis/articles/21199-rostrvm-contact-centre-application-implemented-nottinghamshire-customer-service.htm)

Sennheiser Answers 10 Questions on ActiveGard
CallCopy's Cc: Survey Released, Lets Contact Cente.....
Important Benefits of Invoice Factoring
VendorGuru.com Offers Insight into CRM Marketing
Call Center Outsourcing Firm American Customer Car.....
Research Reveals Germany as Sound Contact Center I.....
Alpine Access Goes Above And Beyond For National G.....
Vertica DB Product Enables On-The-Fly Analytics
Rostrvm Contact Centre Application Implemented in .....
Time Trade's Self-service Solution Increases Sales.....
NetSuite Partner B2B Gateway Releases Client Portal
Marketing Software Provider Infusion Expands Exper.....
Another Upside To Virtual Call Centers
Does God Need a Performance Management Solution Too?
Best Practices for Deploying a Virtual Call Center.....







Technology Marketing Corporation

35 Nutmeg Drive Suite 340, Trumbull, Connecticut 06611 USA
Ph: 800-243-6002, 203-852-6800
Fx: 203-866-3326

General comments: tmc@tmcnet.com.
Comments about this site: webmaster@tmcnet.com.

STAY CURRENT YOUR WAY

© 2019 Technology Marketing Corporation. All rights reserved | Privacy Policy